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VICIdial

Open source call center software with predictive dialer

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VICIdial Pricing, Features, Reviews and Alternatives

VICIdial product overview

What is VICIdial?

VICIdial is a contact / call center software suite targeting the telephony and communications requirements of every business up to and including enterprise level. Built on an open source platform and boasting a global installation base, VICIdial boasts a full-featured predictive dialer while also functioning as an Automated Call Distribution (ACD) system. Agents are therefore able to predictively or manually call through campaign lists while also handling inbound and outbound calls on a blended basis. From within a single, centralized web-based interface agents can also respond to inbound emails and engage in live customer chat sessions embedded into an existing website via widget. Routing options and queue prioritization rules then ensure that calls and emails are directed to the most qualified agent, with managers able to listen in on agent calls to monitor performance.

Key benefits of using VICIdial

  • VICIdial is an open source call / contact center software solution that incorporates a predictive dialer to enable the blended handling of inbound / outbound calls alongside inbound emails and customer website chat.

  • Calls can be recorded automatically, starting and stopping the recording of an agent’s calls at any moment, while all calls and call statuses are logged alongside agent monitoring such as time breakdowns.

  • Built-in reporting capabilities include several real time and summary reports available, while
    campaign display screens feed back performance also via real time updates.

  • Featuring web-based administration and data export utilities, agents can log into VICIdial from any location with just a phone and an internet connected web browser.

  • An Open Source product with no use licensing restrictions, the service also offers a month-to-month hosted option (VICIhost) that allows users to migrate from own hardware to VICIdial's, and back again if required.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    Email/Help Desk
    Chat
    Knowledge Base
    FAQs/Forum
    24/7 (Live rep)
    Phone Support

    Training options

    Live Online
    Videos
    In Person
    Documentation

    VICIdial pricing information

    Value for money

    4.9

    /5

    252

    Starting from

    ic-pricetag

    No pricing info

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    VICIdial features

    Functionality

    4.7

    /5

    252

    Total features

    78

    7 categories

    Most valued features by users

    Reporting/Analytics
    API
    Third Party Integrations
    Alerts/Notifications
    Reporting & Statistics
    Activity Dashboard
    Chat/Messaging
    Contact Management

    Functionality contenders

    VICIdial users reviews

    Overall Rating

    4.7

    /5

    252

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9.32/10
    Rating distribution

    5

    4

    3

    2

    1

    194

    43

    11

    4

    0

    Pros
    I love how it's editable and you can add to it and it works perfectly even better than paid softwares that being offered from big competitors.

    MA

    Mohamed A.

    If you have a competent Linux staff with some knowledge of Linux bash, PHP, MySql and Asterisk, you are good to go. Community support is fantastic.

    MS

    Mark S.

    It took time to come into but all the features are just amazing. And more important, support from community and the authors are just first class.

    RR

    Roll R.

    Cons
    There are almost too many features. You can get lost in all of the configuration settings.

    BJ

    Bob J.

    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.
    AvatarImg

    Carla d.

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

    Carla d.

    Overall rating contenders

    Overall Rating

    Great product, great performance, and great flexibility

    Reviewed a year ago

    Transcript

    Greg P.: Hi, I'm Greg. I'm a network administrator and data analyst. I work in the home improvement industry...

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    I still can't believe it's free!

    Reviewed 4 years ago

    It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.

    Pros

    First that you can download and install and use it completely 100% free, no strings attached. Second, it has every feature you could possibly imagine for dialing solution software and predictive dialers. Third, the reporting is all one 1 screen, there are many reports, inbound, outbound, carrier reports, etc. Fourth, they have a user forum where, and I kid you not, you can post a question or an issue...

    Cons

    I installed VICIdial in March of 2017. It took me a weekend to set up campaigns, upload lists to call, configure a VoIP carrier, and put in the settings I needed for my campaigns. I installed on a Sunday afternoon and started dialing the next day on Monday morning at 9AM. And everything worked! Now it's June of 2018 and I've been using VICIdial for 1 year and 2 months. Although I got everything working...

    Vendor response

    Thank you for the glowing review!

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    a Swiss Army Knife for those who are creative enough to use it well

    Reviewed 2 years ago

    At GOSAT we use VICIdial in our contact center for loan sales to a local bank in Brazil, where we integrate it 100% with the bank. We also use VICIdial on clients of different segments in the market: collection, petrol, school, health and etc ...

    Pros

    VICIdial is the most popular open-source Contact Center Solution in the world and it can become a Swiss Army Knife for those who grasp the infinite possibilities of this incredible system. We were able to meet all our needs and overcome all challenges using VICIdial.

    Cons

    I know that VICIdial is not for this purpose, what I miss is an integration in the AGC interface (Agent) with WhatsAPP and Facebook messanger. We do this today through other solutions, it would be perfect integrated with VICIdial.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend5/10

    Share this review:

    ViciDial

    Reviewed 3 years ago

    We are answering the calls efficiently and effectively. I am able to track agent performance at a high level to monitor performance and efficiency. I have great hope to read the manuals and learn what else I can do with Vici.

    Pros

    Vici is easy to use and contains a significant amount of reporting to track agent efficiency.

    Cons

    The interface is outdated and could use a cosmetic overhaul. some of the reporting is inconsistent. The way abandonment is calculated in the real time main report is by taking dropped calls and dividing it into calls answered. Under inbound daily report it calculates the abandonment correctly by taking dropped calls and dividing it into calls offered. Lacks some of the modern features available in other phone software: After Call Survey, Track short abandoned calls, Forced call backs, Scheduled reporting. In the IVR we can only offer our customers to leave a voicemail with a window prompt instead of allowing them to press a number at any time to leave a vm.

    Vendor response

    As for the inbound drop-rate, there are configuration changes you can make to have the Real-Time report use all-calls to calculate the drop percentage. The default behavior is to use Answered calls because the vast majority of VICIdial clients use outbound, and taking dropped calls out of Answered calls is a regulatory requirement in most countries. Also, After-Call-Surveys and Force-Scheduled-Callbacks are available as standard features in VICIdial.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Great product, great performance, and great flexibility

    Reviewed 2 years ago

    I absolutely love VICIdial, I won't use any other dialer at all

    Pros

    The amount of customization that. you can do, and the sheer power of the dialing platform

    Cons

    It's got quite a learning curve for people to get proficient with it initially. Although once you've mastered the interface and the concepts behind the dialer, it's amazing.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    ViciDial is amazing!!

    Reviewed 9 months ago

    I am able to run my entire business from this software, its quite remarkable!

    Pros

    I love the API features of this tool and how I can integrate it into other software

    Cons

    The learning curve is a bit steep when you are new to the system

    VICIdial FAQs and common questions

    Q. What type of pricing plans does VICIdial offer?

    VICIdial has the following pricing plans:
    Pricing model: Free, Subscription, Open Source
    Free Trial: Available


    Q. Who are the typical users of VICIdial?

    VICIdial has the following typical customers:
    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


    Q. What languages does VICIdial support?

    VICIdial supports the following languages:
    Russian, French, Portuguese, Polish, Dutch, Spanish, German, Danish, English, Chinese (Traditional), Italian, Swedish, Japanese


    Q. Does VICIdial support mobile devices?

    VICIdial supports the following devices:
    Android, iPad, iPhone


    Q. Does VICIdial offer an API?

    Yes, VICIdial has an API available for use.


    Q. What other apps does VICIdial integrate with?

    VICIdial integrates with the following applications:
    Vtiger CRM, Less Annoying CRM, Zoho CRM, Insightly, Convoso, PIMS Dialer, Google Docs, AuguTech, Gmail, Google Workspace, Pipedrive, WordPress, Salesforce Sales Cloud, SugarCRM, Asterisk, Oreka TR, TeamSupport, Mailchimp, Zoiper, eFax Corporate, Qubicles, Zendesk


    Q. What level of support does VICIdial offer?

    VICIdial offers the following support options:
    Email/Help Desk, Chat, Knowledge Base, FAQs/Forum, 24/7 (Live rep), Phone Support

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