It's an inexpensive solution which allows complete management of any outbound campaign. It's fully customizable which makes it really appealing, you can have different campaigns and different strategies to call. If you don't have too much money to invest, this is your best choice.

I was looking for an inexpensive solution for a 400 seat call center and I ran into vicidial, it's very easy to use and you can tailor it to your company needs, it's also open source which allows you to add really helpful features. It has all you need for outbound, reporting, tools, dialer, user management, just the best.

I would say the installation, was a bit hard mainly on the telco side but that would be its only flaw.

Free and open source program in active development and works, consistently. I've based my entire business on this software and it's working wonderfully. Even the free version has an extremely active community, including the developers, that really want to help you get the system up and going. I have had better support experiences on the free Vicidial forum than I have on a service running.

Being free and open-source, i suppose i can't complain too much. But the front-end/GUI could use an overhaul pretty bad. The interface looks like a mid-90s website. Granted behind that GUI is a rock-solid system, it would be nice to have something better to look at every day.

Good software to start a contact center business, with ups and downs, weaknesses that affect growth and force you to move to other more complete software,

Really easy to implement and run, Light and open to be used in any operating system.

Reporting and analytics are too weak, They should be better to be able to have accurate data and work with the teams and obtain better performance.

I've built a great business over the past few years, and ViciDial is the foundation of my business.

customer service is fantastic. there's rarely a wait for help, almost every time a human picks up the phone right away -- a very experienced and helpful human, at that! I've attended the in-person training at Vici HQ in Tampa and had a great time learning the ins and outs of the software, as well as meeting the very friendly and helpful staff. Love those guys!

ViciDial takes time to learn, and takes much longer to master -- but that's only because it's so powerful and has so many features. Some people remark that the interface is ugly or not user-friendly, but I disagree -- I prefer less bells & whistles & icons & emojis, prefer a thin interface with more functionality.

In general, it works for your purpose, which is to generate a flow of outgoing calls and increase the efficiency of users.

This app is a very effective dialer for virtual or local call centers, it allows you to load the call list directly to the queue, and they will be assigned according to the campaign that each connected user has in their profile.

Probably one of the problems with this app is its interface, it is very rudimentary, it seems more a tool from when the internet started, and html was the only language to design web pages. Another problem that it generates is with cookies, sometimes it does not connect since the browser is hung with previous cookies.

I'm able to make separate IDs for all my virtual calling agents, and I'm able to track all their calls with time stamp as well as their call recordings, I'm also able to see the number of hours they were logged in and the whole activity during that time.

This is a superb software, I like the auto calling system as well and the manual dialing where I just have to upload the data file and keep dialing each number just with a click.

This software worked perfect for me, didn't give me trouble, so I don't have anything to mention here.

Highly customizable and very reliable software, it just works!

We have requested and implemented numerous customizations to our ViCi system from routing, reports to the agent interface. The ViCi team is always available for support and general questions when I may need further insight regarding modules and settings. The class in St. Petersburg is a must if you want to really know the system from an administrator's role and you will get to know the team that built the ViCidial system.

I wish the class was 5 days long and had more about the Asterisk system that ViCi uses. Other than that I have no issues with the ViCi software.

Call center with over 300 agents working very well.

Easy to understand and easy to use and follow, with linux as base OS you can edit the conf files as you wish. Very complete dialer for any needs. just a few steps and minutes for installation. The deployment is very fast. No time wasted. You can find forums online to solve any issue or the Vicidial support has a very higth response timing.

So far so good. no problem after all. Integrations with many CRM is a plus.

it assisted our business to go paperless, we are now fully automated and makes the business easier to manage.

The ability to manage blended call centers - leads analysis & reporting. i also like the ability to manage data efficiently

the setup of the menus could be more easily placed & every-time there's an upgrade it could be useful to change the look of the software

VICIDial's biggest advantage isn't it's free, It's OPEN SOURCE. This software allows deep integration with 3rd party system while keep performance from small to large callcenters.

Every middle/big callcenter based on VICIDial should know that is mandatory to have specialized support from well trained person.

VICIdial has, over years of constant and thoughtful development, established itself as the Microsoft Office equivalent of call centers. I see it everywhere. A quick overview: VICIdial lives on a server, and is displayed to your sales agents via their web browser. They run a small (usually free) soft phone on their computer with a headset, and when they log in to VICIdial, their soft phone rings, they answer the call, and begin their work. A bit more detail: Because the software suite is open source and free for anyone to download, use, and modify, I've seen (and personally created) customized solutions that do everything from accept orders from a 3-rd party sales website to literally delivering room service orders using robots (really!). VICIdial scales from single servers with small call teams, to clusters of dozens of servers and hundreds of agents. If you're paying for a proprietary solution, you're probably doing it wrong. I get calls from call center owners looking to switch to VICIdial constantly. Do yourself a favor and take a hard look at the VICIdial Call Center Suite.

VICIdial is free, open-source, and regularly updated by a dedicated core team of experienced software developers. It works very well, and when properly configured is extremely reliable and robust business software.

VICIdial has been in development for many years, adding many (many!) features which can overwhelm call center managers new to VICIdial.

We had a proprietary (dialogic based) PBX called Televantage and the Owner did not want to renew that (very expensive) lease. Although Televantage had an add-on for "dialer", the entire system was seriously expensive. Vicidial does not require proprietary hardware, although it is based on Asterisk and will use any compatible VOIP hardware. It is capable of running a small one or two person operation, mid-range 25-50 person Call Centers ... and ultimately can be "clustered" to manage virtually unlimited users. Although we've never gone over 150. LOL

Free. Easy to install with an .iso installer. Powerful. Expandable. Ongoing development. php/MySQL based so it can be integrated with almost anything. Easily transferred from server to server with a database backup/restore, an update script and possibly a couple configuration file changes.

Too Complex for some users (like Chess, it CAN be played by simple rules, but when you're in competition those rules suddenly don't seem so simple, LOL). Not pretty. The interface is only for employees, but it has so many layers that upgrading the visual interface is ... unlikely. Will not run in a virtualized environment for more than 1 or 2 users, you can only use Virtualization for testing/development purposes.

Stable: I've been a VICIdial admin for a seven server cluster for about four years now. Hopefully I didn't jinx myself - but zero days of down time in that entire time frame. If I had to sum up ANY downtime in hours, I'd ballpark less than 30 MINUTES per month TOTAL (95% floor manager/agent) errors (SQL typo, running lists empty, bad listmix status choice). This is a small operation, 20-40 agents, blend of inbound/outbound, 150,000 calls/day, running 5-6 days per week, 8hrs per day.

I've had to think on this section for quite a while. Very hard to fault a free and open platform, what can you expect for free?? If you're willing to sit down, read and learn, it's a great platform, community and product. Maybe the paid manuals could be updated more frequently - even a stretch to be a con... It would be nice if there was a newbie section for an admin with no *nix skillset, trying to think of what would make starting out a little easier for some. Then again, if you can't google and figure out 98% of the stuff yourself, probably chose the wrong job.

The Sales and setup process were very good. The support team was very professional and helpful to get our system setup and working in spite of some challenges. The functionality of the platform is robust. There are certainly settings for just about everything...which at times takes experience to thoroughly understand, and in some cases, help to get figured out. While we have had success with some service issues, we have also had some moments that were frustrating. Our initial assumption is that the service model using credits may be in part to blame. We don't know when our credits are running low and it is frustrating when we are in an emergency situation because something isn't working and the response we get is "sorry - we can't help you because you are out of credits"). Again - we may shoulder some of that in not fully understanding or managing expectations, but having a debit card on file or a monthly auto-ACH payment would seem to be a much better option in our opinion.

a very robust set of functionality features.

Not extremely intuitive. Functionality is a blessing, and at times, a curse. There is much to learn and figure out and the customer service model has not been ideal in our experience. There are times when it has been good and times it has seemed awful...wondering if the negative experiences are due to the nature of the model (i.e. "we can't help you because you are out of credits")

Small and medium sized businesses often don't have the capital to invest in expensive call centre infrastructure. VICIdial rarely loses out on functionality and so is the perfect solution in this scenario. If set up correctly it is very reliable and on the rare occasion that Hostcomm is unable to get to the bottom of an issue, our back to back support arrangement with VICIdial provides us with the reassurance we need to offer a VICIdial based service with a solid service level agreement.

Whilst packed with functionality it remains pretty intuitive, features are constantly being added on both the inbound and outbound side and of course there are no licensing cost implications.

We've been offering VICIdial based services since around 2010. The only objections we occasionally receive are its appearance, there are prettier call centre applications available. That said, the skin is customisable to a degree, certainly to enough of an extent to overcome most of these objections.

The businesses that we serve have very unique calling and workflow/process issues that are unparalleled in the industry. Vicidial has helped us tackle these issues and DRAMATICALLY improve call center process and performance. We've increased calls by over 200% and revenues by almost as much.

-Sheer functionality. Vicidial has just about every feature and function that you could desire in a call center system right out-of-the-box. -Customizations. Vicidial engineers are, hands-down, the most experienced and brightest in the industry - and I have yet to see a unique problem that we threw at them that they could not solve. -Reliability and ease-of-use. The system is rock-solid, easy-to-use and easy to scale.

I really have no complaints - at all. I am a huge fan of the software and the service that this organization provides. I only wish we could clone rep. and his brilliant mind. :)