I wouldn't be able to log in sometimes for 15 minute increments and that was frustrating have to troubleshoot the problem.

Very complete software package, having an integrated dialer, lead management and reporting tool is awesome.

It was good to handle the information and the disposition was easy to do with keyboard shortcuts.

Pretty good phone system and allows me to do my job smoothly.

Their support is second to none, I dealt with their support team many times and I have to say I was very pleased with their willingness to help.

The interface is intuitive both to support and end user. The organization capabilities and download file types help me accomplish my tasks with relative ease.

Simplicity of use, attentive client services, a multiple suite of options available and extremely cost effective with a substantial ROI.

I would recommend the tool to anyone who is interested.

I like how easy it was to install on my computer, after the company sent it to me to start working.

This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one.

Very dependable service, great customer support.

The interface of the software is easy to read and understand. Easy to navigate around.

There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this.

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

This software is very user friendly. It assures that my day runs smooth and is very easy to navigate.

This product is very good for the money. Doesnt have all the fancy bells and whistles but it is a solid buy.

This was a very good, affordable option and has excellent reporting availability. It does not have great connectivity.

I've had them blame my OS being too old, too new, the wifi is too slow, I updated to fast. The reality is that five9 is the only software that has trouble running on my 2019 Macbook pro.

Great integration and features. Everything you can ask for in a suite of applications.

We like the ease of use for the user, and manager. The system tutorials are very good, this helps the manager and user alike.

I like how easy it is to utilize, and the ability to quickly start using the service once it has been installed on a desktop.

The application is an excellent tool for calls processing, it also makes it easy to handle the job.

Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills.

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency.

Loved it, it simple easy implementation was great, easy for the end users and easy on integrations with other systems.

Now for the last four months we have been plagued with issues. Forced log outs, cant log back in.

I like that it identifies the callers coming through.

The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly.

The system is, sadly, a huge pain on the admin and user side. Even as an admin, you had to call to make the smallest change.

They provide business solutions on a reasonable price.

It's very bad to think you've lost a call when one side or the other was just muted. You potentially leave a cell.

The customer service was excellent; they were attentive and readily available. You could listen live to calls, recordings, etc. to aid in complaint resolution.

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

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. 


Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. 


The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. 


Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. 


The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.



LongDescription

Support Ticket Management

Real Time Analytics

Call Tagging

Employee Management

Call Transfer

Online Voice Transmission

Quality Management

Surveys & Feedback

Multi-Channel Management

Text Analysis

Performance Management

Customizable Reports

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Employee Reward Programs

Sentiment Analysis

IVR/Voice Recognition

Automatic Call Distribution

Agent Interface

Voice Mail

Auto-Dialer

Blended Call Center

Lead Distribution

Knowledge Management

Communication Management

Multiple Scoring Models

Customer Database

Call Recording

Call Logging

Screen Recording

Integrations Management

Collaboration Tools

Automated Routing

On-Demand Recording

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

Call List Management

File Transfer

Call Routing

Process/Workflow Automation

Lead Generation

Self Service Portal

Call Queues

Text to Speech

Recording

Customer Experience Management

Outbound Call Center

Lead Management

List Management

Multi-Channel Data Collection

FCC Compliance

Survey/Poll Management

Real Time Data

Call Scheduling

Performance Metrics

Inbound Call Center

Call Scripting

Phone Key Input

Call Reporting

Multi-Channel Communication

Queue Management

KPI Monitoring

Social Media Integration

Real-Time Notifications

AI/Machine Learning

Multiple Scripts

Workflow Management

Predictive Dialer

Email Management

Call Screening

Campaign Specific Caller ID

Event Triggered Actions

Visual Analytics

Activity Dashboard

Alerts/Notifications

Computer Telephony Integration

Reporting & Statistics

Predictive Analytics

Data Visualization

Real-Time Chat

Chat/Messaging

Customizable Templates

Interaction Tracking

Dashboard

Manual Dialer

FTC Compliance

Alerts/Escalation

Real Time Reporting

Chatbot

Power Dialer

Reporting/Analytics

Contact Database

Monitoring

Scheduled Recording

Trend Analysis

Mac OS

Web browser (OS agnostic)

Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.

Email/Help Desk

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

11-50

51-200

201-500

501-1000

1000+

Five9

In Person

Live Online

Webinars

Documentation

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.



Lead Capture

Activity Tracking

Multi-Campaign

Customizable Fields

Local Caller ID

Contact Management

Answering Machine Detection

Caller ID

Knowledge Base Management

Conferencing

Automatic Lead Distribution

Call Tracking

Preview Dialer

Customer History

Purchasing & Receiving

Call Monitoring

Archiving & Retention

Third-Party Integrations

Live Chat

Campaign Management

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.

Five9 vs VICIdial

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