I like the ability to see what the caller is going to enquire about before the call is taken. Tracking of time is customizable.

My customer support system with amazing call facility.

You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever.

We like the  capability of using it on multiple stations , the reports and the fact that it is easy to use and  reliable.

We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura.

Since its implementation we had several problems, because the company commercial sells a product that can not deliver.

The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate. The work of the supervisor at the time of service.

Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful.

There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake.

The software is easy to use and to update settings.

Avaya is by far the most powerful solution for large enterprises that have more than 1000 employees and are not ready to go to the cloud.

I like that Avaya runs well and does not have many issues or crashes; Overall functionality is great. I like the ease of use with initiating conference calls or a video calls.

I loves the intergrated Interface followed closely by the state of designs features however all this are just value added as the routing systems are often to be monitored and tailgates.

At the end of the day, it's very useful to gained a great customer service.

The functionality of this program is great its  easy to use and set up.

Many Features were missing, using phones over VPN doesn't work as it should be, support is really weak and not many users are familiar with the product.

Even with its greatness, this program as any other has its drawback; that is that the tome keeping is so precise, it can get confusing as well. Some functions at first are hard to understand.

I like that it is tracking everything what you are doing while logged in - the average talk time, wrap time, connects and it helps monitor ones productivity.

To navigate from one call to another at the ease of yiur fingertips is simply amazing and very easy to use.

Great for big, small, medium companies, you are able to see in which Aux your personnel is, so you can track their time on their calls or their non productive time, great.

You can have a great And effective conversation with your clients. Very reliable and when the system goes down it’s back up in no time.

Painful Implementation, Lacking basic features.

Its a very complete and easy to use platform, the Avaya's experience for many years its a clearly advantage over the other vendors.

I like the ability to talk with the customers through a clear and efficient system. It is well integrated with other software needs to provide quality voice interactions.

Great when it works, awful when something goes wrong and support is useless.

Avaya Aura is nowadays my most favorite application because of its advanced communication techniques that helps me to communicate within or outside my organization in a better way.

I would say this is the biggest benefit of having this kind of system and it's affordable as well.

The interface has an outdated look to it and can be hard to navigate. Especially until you get used to it.

The gui for admin on the  software, is easy to get around and make changes when needed. I also love the Live real time view to see how the agents are doing.

It's normal to get lost in the beginning. There's so many options that can get overwhelming at times.

Low cost for business, license type, flexibility, scalability, stability, easy and fast to implement even remotely.

I love that it's easy to use and it becomes a part of your routine. Either you're using it to dial or you're just punching in.

Could be integrated with other software like CRM by many ways, including API.

We have deployed locally and for a couple a customers , at first it was difficult the deployment but once we gain experience it worked well.

There isn't really that much to complain about ,but the design really needs to be brought in the 21st century.

We have grown as a company and learned how to integrate this marvelous piece of software with quite some other systems.

My experience was terrible. I would not recommend this software to anyone.

We have been using VICIdial for many years. Vici service support and engineers are always accessible to solve issues, the program is solid, build the campaigns and let it dial.

After the initial investment it is very cheap and efficient to expand the system for more users. Being open-source it is very easy to change it and adapt to the specific customer needs.

No sure if it was because of our network speed or if the program struggled to manage to many requests at once, but when toggling between different reporting functions delayed.

Another problem that it generates is with cookies, sometimes it does not connect since the browser is hung with previous cookies.

When somebody help you on community forum on vicidial, please help some others, for me it is one of the best open source in VOIP World.

Cost of support is reasonable for the expertize and to make sure vicidial as a company remains sustainable.

Most of the option in the admin side are great to help the user manage and use the software.

The agent interface is very ugly and bad UI design.

Open source softwares are the best ones to help you save money, especially if you're starting up a business.

Also it is free of cost. I highly recommend it to everyone.

The ability to use remotely via the web, multi users  and easy customization. Wonderful customer support, great platform for scalability.

Ok, so the interface isn't the nicest in the world, definitely not a gem to look at, but who cares. It runs light, works nicely, and has many integration options.

The system has practically no adequate and well-developed community. In case of any problems or issues, the decision may be delayed for a long time.

550 seats with cluster setup for out and in bound was a best achievement in my carrier. API based dynamic IVR has minimized human interaction in our services.

I downloaded the Vicidial iso image and in 1 day we set everything up. I just want to say thank you so much for what you are doing.

You can customize it to meet your needs and create different dialing categories. The ability to record and playback calls has made our training process a lot more efficient.

I think it's a bit stiff and its graphical interface isn't the friendliest or prettiest in the world. Also I think a lack of training in languages other than English.

I love how easy it is to handle, the exceptional support provided by the vicidial team. They are like a big family they are always there for you.

Vicidial is easy to use and easy for new employees to learn. In my ten plus years in telemarketing it has been the only software we have used.

US Dollar

Avaya UCaaS (formerly Avaya Aura Contact Center) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized interactions to regular callers using advanced outreach algorithms and workflow. The algorithms help agents use inbound and outreach capabilities to sell, cross-sell and upsell products to callers. It also helps agents gather payments, schedule service appointments and offer promotions and discounts.


Avaya UCaaS provides a performance management module that captures, analyzes and stores customer interactions to highlight areas of improvement. It also provides automated coaching, scorecard assessments, customer feedback and voice analytics. The module helps users meet compliance objectives with regulatory mandates such as PCI, GDPR and MiFID.


The platform helps users identify patterns to drive customer-first practices, performance and operational efficiencies. Other features include AI-driven agent guidance and assisted services. Support is provided via online ticket, forum and phone.



LongDescription

IVR/Voice Recognition

Agent Interface

Voice Mail

Call Recording

Calendar Management

Automated Routing

Call Center Management

Call Routing

Contact Management

Audio / Video Conferencing

Performance Metrics

Multi-Channel Communication

Workflow Management

Email Management

File Sharing

Real-Time Chat

Chat/Messaging

Interaction Tracking

Reporting/Analytics

Workforce Management

Live Chat

Web browser (OS agnostic)

Windows 10

51-200

201-500

501-1000

1000+

Avaya UCaaS

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording.


VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary.


Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more.


Support is available online and via email.



Real Time Analytics

Call Transfer

Multi-Channel Management

Lead Capture

Performance Management

Customizable Reports

Activity Tracking

SMS Messaging

Real-Time Monitoring

Automatic Call Distribution

Auto-Dialer

Blended Call Center

Lead Distribution

Multi-Campaign

Customer Database

Call Logging

Customizable Fields

Collaboration Tools

Local Caller ID

On-Demand Recording

Call Disposition

Progressive Dialer

Data Import/Export

Call List Management

File Transfer

Text to Speech

Outbound Call Center

Answering Machine Detection

Lead Management

List Management

FCC Compliance

Real Time Data

Call Scheduling

Inbound Call Center

Call Scripting

Call Reporting

Queue Management

Predictive Dialer

Caller ID

Campaign Specific Caller ID

Event Triggered Actions

Activity Dashboard

Alerts/Notifications

Computer Telephony Integration

Reporting & Statistics

Knowledge Base Management

Manual Dialer

FTC Compliance

Real Time Reporting

Conferencing

Power Dialer

Contact Database

Monitoring

Automatic Lead Distribution

Call Tracking

Preview Dialer

Customer History

Purchasing & Receiving

Call Monitoring

Archiving & Retention

Third-Party Integrations

Campaign Management

Callback Scheduling

VoIP Connection

Automatic Outbound Dialer

Call Tagging

Recording

Quality Management

Data Security

VoIP

Mobile Access

For Sales Teams/Organizations

Scheduled Recording

Software is free, while the hosted service (VICIhost) is available at several price points including the following examples:

$1,000 initial server provisioning fee (also includes 1st month of hosting)
$500 server provisioning fee for each additional server (includes 1st month of hosting)
$400 per server per month hosting fee (after first month) plus cost of minutes.

See website pricing for more detailed breakdown of current costings.

Avaya UCaaS vs VICIdial

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