VICIdial Features

VICIdial

Open source call center software with predictive dialer

4.71/5 (245 reviews)

VICIdial Feature Summary

  • Ability to have 3 or more parties in a call
  • Ability to restrict view of elements by several factors
  • Ability to split/merge lists, bulk modify lead fields
  • Agent Audio Soundboards for playing various audio clips
  • Agent activity tracking and reporting
  • Agent and Manager portals both use HTML5 technology
  • Agent and call activity historical analysis
  • Agent and call activity management
  • Agent and call skills tracking
  • Agent and group performance reporting
  • Agent and manager notifications on many event triggers
  • Agent and system disposition of calls/emails/chats/etc...
  • Agent call monitoring
  • Agent callback reminders, manager reporting reminders
  • Agent screen can handle all types of contact channels
  • Agent, Campaign, IVR, Queue, etc... reporting
  • Agent-to-agent/manager/customer private chats
  • All admin changes are tracked and compared to previous
  • All chats customer and internal chats are logged
  • All tools needed for managers to run call center
  • All user timeclock is built-in
  • Analysis of call recordings and meta-data with RankMiner
  • Audio and agent/manager screens available in other languages
  • Audit trail of all manager changes and timeclock entries
  • Autoa-rescheduling of calls/campaigns
  • Automated IVRs and campaigns
  • Automated backup is built-in must be configured for off-site
  • Automatic recording start / stop
  • Backups and call recorded audio are compressed
  • Blended call center
  • Built-in AMD
  • Built-in FTP server, uploading of files, attachment to email
  • Built-in QC features
  • Built-in WebRTC webphone
  • Built-in off-line load testing tools
  • Built-in timeclock, shift enforcement, reporting, etc...
  • Call and Chat surveys and feedback
  • Call and Lead distribution management options
  • Call logging
  • Call result reporting
  • Call sharing across multiple agents at the same time
  • Call volume forecasting reports
  • Caller IDs can be set per campaign & per state/areacode
  • Categorization of status dispositions for reporting
  • Chat, Email, inbound/outbound phone calls
  • Configurable rules-based algorithms
  • Contact transfer database
  • Contacts shared across the system
  • Craft how customers travel through the system
  • Custom data fields for leads
  • Custom data forms for agents and managers
  • Custom development can be done
  • Custom form building utility with editable scripts
  • Customer database with custom data fields
  • Customer, lead and contact search
  • Customers can be segmented by geography, skills or other...
  • Customizable lead selection queries and direct DB access
  • Direct database access is possible
  • Displaying of historical call activity trends
  • Dozens of call reports
  • Dynamic caller ID based on type of call and where calling
  • Email alerts for callbacks and defined dispostions
  • Employee database with settings and permissions
  • FCC outbound calling compliance tools available
  • FTC calling and TSR compliance tools available
  • For agent or manager activities
  • For agents or anyone, with auto-rescheduling and forced dial
  • Full call log view with notes
  • Full display of customer contact history
  • Hundreds of campaign settings and options
  • IVR built-in, voice recognition with 3rd party app
  • Import of data through multiple methods
  • Import/export options for lead generation
  • Inbound and Outbound queue management tools
  • Inbound call center
  • Inbound call forecasting with service level calculations
  • Inbound data reception with available triggers
  • Inbound data, email and phone config templating
  • Inbound email queue and outbound manual and auto-emails
  • Inbound lead file batch processing
  • Integration with multiple 3rd party applications
  • Internal and customer website chat abilities
  • Lead/Contact commenting with historical display
  • Leads going to specific skilled agents, per territory
  • License never expires, software is free
  • Live chat
  • Live updating of system data and settings
  • Live updating reporting of customer and agent activities
  • Local and remote agent monitoring
  • Logs are created for most events, debug logging is available
  • Management of customer feedback options
  • Management of transfer contacts database
  • Management options for transfer of customer contact
  • Manager configuration over multi-channel paths
  • Manager driven reporting options
  • Manager review and control over agent & system performance
  • Manual and auto transfers based on agent or customer input
  • Manual dialer
  • Many debugging screens/reports/options available
  • Message other agents, managers and broadcast
  • Monitor agent activity and phone ccalls in real-time
  • Multi-agent and manager chat groups, whisper coaching
  • Multi-level and multi-group permissions management
  • Multiple call routing options
  • Multiple paths for data import and export
  • MySQL-compatible database
  • MySQL-compatible database integration
  • NIST-approved encrypted data store, on hosted service only
  • Native integration with several 3rd party applications
  • Optional Agent and API controlled recording
  • Optional live replication backup to separate database server
  • Outbound call center
  • Outbound dialer with many configurable options
  • Outbound dialer with many configuration options
  • Outbound email templates with customer data fields
  • Per user/group/territory lead assignment options
  • Post-call and Post-chat customer feedback collection
  • Premise-based call center
  • Preview-dial with several optional features
  • Progressive dialer
  • Quality management
  • Rapid agent manual-dialing
  • Real-time and historical user activity monitoring
  • Real-time auto-refreshing analytical reports
  • Real-time comparison of user/group metrics
  • Real-time data exports and imports
  • Real-time lead, agent, user reporting
  • Real-time notification of speific conditions and events
  • Recording access control and logging, encrypted data option
  • Recording of all agent inbound/outbound calls and IVR calls
  • Reporting of campaign activity by multiple metrics
  • Reporting on admin activities moves/adds/changes
  • Reporting/exporting of sales
  • Reproting of agent/group productivity
  • Role-based permissions depending on user-level and group
  • Routing calls by area, IVR input, previous call route, etc..
  • SMS integration through Email gateway
  • Schedule agent shifts, customer callbacks, etc...
  • Screen colors and logos are customizable
  • Secure Data Storage available on hosted service only
  • See every step a customer took in the system, and agents
  • Sending customer to Call Menus and Agents depending in input
  • Several automated actions triggered by events
  • Several configurable email notifications
  • Several redundancy and failover options
  • Several showing active calls, agents, sales, etc...
  • Severla events within the system can trigger emails
  • Show agents in need of retraining, struggling agent groups
  • Summary reporting of aggreagate data
  • Support for multiple agent locations through user groups
  • TTS functionality through 3rd party integration
  • There are several data export utilities
  • There are several reports that can display results by group
  • Tools for TCPA, TSR, FCC, FTC, OFCOM, etc... compliance
  • Track calls throughout the system, with built-in reporting
  • Unlimited Voicemail boxes
  • Unlimited agent and manager user accounts
  • Unlimited configurable campaigns
  • User and Manager access controls
  • User timesheets with summary activity breakdowns
  • Virtual call center
  • Visual charting analytics reports
  • We have integrated with dozens of CRM systems
  • Web-based FAQ, Wiki, Forums and Issue Trackers
  • While loading leads, there are several duplicate options
  • Workforce management
  • built-in time clock
  • call, queue and agent prioritization
  • inbound & outbound call survey management tools
  • lead/log/recording archiving and search/reporting
  • split/merge/modify/activate/etc... lists

Competitor Feature Comparison

API
Access Control
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Query
Administrative Reporting
Answering Machine Detection
Application Integration
Archiving & Retention
Audit Trail
Auto-Dialer
Automated Scheduling
Automatic Backup
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
Avatars
Batch Processing
Built-In Database
Business Intelligence
CRM Integration
Calendar Management
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Analysis
Campaign Management
Categorization
Chat
Chat Transcript
Clock In / Out
Collaboration Tools
Commenting
Compliance Management
Compression
Computer Telephony Integration
Conferencing
Contact Database
Contact History
Contact Management
Custom Development
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Caller ID
Customizable Reporting
Customizable Templates
Data Extraction
Data Import
Data Import/Export
Database Integration
Disaster Recovery
Distribution Management
Duplicate Detection
Email Alerts
Email Integration
Email Notifications
Email Templates
Employee Database
Employee Management
Escalation Management
Event Logs
Event Triggered Actions
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Forecasting
HIPAA Compliance
HTML5 Technology
Historical Analysis
IVR / Voice Recognition
Instant Messaging
Knowledge Base Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multiple User Accounts
On-Demand Recording
PCI DSS Compliance
Performance Management
Performance Metrics
Performance Reports
Performance Testing
Permission Management
Predictive Dialer
Preview Functionality
Prioritizing
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Question Branching
Queue Manager
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reminders
Reporting & Statistics
Role-Based Permissions
SMS Integration
SSL Security
Sales Reporting
Sales Tracking
Search Functionality
Secure Data Storage
Single Sign On
Skills Tracking
Status Reporting
Summary Reports
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Time Clock
Timesheets
Visual Analytics
Voice Mail
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Query
Administrative Reporting
Answering Machine Detection
Application Integration
Archiving & Retention
Audit Trail
Auto-Dialer
Automated Scheduling
Automatic Backup
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
Avatars
Batch Processing
Built-In Database
Business Intelligence
CRM Integration
Calendar Management
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Analysis
Campaign Management
Categorization
Chat
Chat Transcript
Clock In / Out
Collaboration Tools
Commenting
Compliance Management
Compression
Computer Telephony Integration
Conferencing
Contact Database
Contact History
Contact Management
Custom Development
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Caller ID
Customizable Reporting
Customizable Templates
Data Extraction
Data Import
Data Import/Export
Database Integration
Disaster Recovery
Distribution Management
Duplicate Detection
Email Alerts
Email Integration
Email Notifications
Email Templates
Employee Database
Employee Management
Escalation Management
Event Logs
Event Triggered Actions
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Forecasting
HIPAA Compliance
HTML5 Technology
Historical Analysis
IVR / Voice Recognition
Instant Messaging
Knowledge Base Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multiple User Accounts
On-Demand Recording
PCI DSS Compliance
Performance Management
Performance Metrics
Performance Reports
Performance Testing
Permission Management
Predictive Dialer
Preview Functionality
Prioritizing
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Question Branching
Queue Manager
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reminders
Reporting & Statistics
Role-Based Permissions
SMS Integration
SSL Security
Sales Reporting
Sales Tracking
Search Functionality
Secure Data Storage
Single Sign On
Skills Tracking
Status Reporting
Summary Reports
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Time Clock
Timesheets
Visual Analytics
Voice Mail
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Query
Administrative Reporting
Answering Machine Detection
Application Integration
Archiving & Retention
Audit Trail
Auto-Dialer
Automated Scheduling
Automatic Backup
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
Avatars
Batch Processing
Built-In Database
Business Intelligence
CRM Integration
Calendar Management
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Analysis
Campaign Management
Categorization
Chat
Chat Transcript
Clock In / Out
Collaboration Tools
Commenting
Compliance Management
Compression
Computer Telephony Integration
Conferencing
Contact Database
Contact History
Contact Management
Custom Development
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Caller ID
Customizable Reporting
Customizable Templates
Data Extraction
Data Import
Data Import/Export
Database Integration
Disaster Recovery
Distribution Management
Duplicate Detection
Email Alerts
Email Integration
Email Notifications
Email Templates
Employee Database
Employee Management
Escalation Management
Event Logs
Event Triggered Actions
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Forecasting
HIPAA Compliance
HTML5 Technology
Historical Analysis
IVR / Voice Recognition
Instant Messaging
Knowledge Base Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multiple User Accounts
On-Demand Recording
PCI DSS Compliance
Performance Management
Performance Metrics
Performance Reports
Performance Testing
Permission Management
Predictive Dialer
Preview Functionality
Prioritizing
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Question Branching
Queue Manager
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reminders
Reporting & Statistics
Role-Based Permissions
SMS Integration
SSL Security
Sales Reporting
Sales Tracking
Search Functionality
Secure Data Storage
Single Sign On
Skills Tracking
Status Reporting
Summary Reports
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Time Clock
Timesheets
Visual Analytics
Voice Mail
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


2 reviews

Requires iOS 10.3 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


12 reviews

VICIdial Feature Reviews

25 reviewers had the following to say about VICIdial's features:

Sunny Khetarpal

Awesome Call Center Suite

2019-04-04

Pros

It has Chat feature and we can integrate with any third party website

Cons

It does not maintain the history for each chat, email and call for an individual caller

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Oscar Ivan Treviño Elizondo

The solution for a call center any size

2017-03-15

We got 6 servers with this software, that is capable of inbound and outbound calls, record all the calls, manual, progressive and predictive calls.

Pros

The interface that the system got for real time report.

Cons

This system doesn't record video

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering VICIdial

If you need a high performance server, is needed a sangoma card for the lines with eco canceller.

Source: Capterra
Helpful?   Yes   No
Read more
Shariq Khan

Best Open Source Turn key Call Center Solution

2018-04-29

I googled this product in 2007 and from that day i have defined my field line to Call center and VoIP.

Pros

Vicidial is the one and only comprehensive open source call center solution that has all built in features according to the user requirements.

Cons

I can understand that reports shows from different tables but user want simple report with the matched statistics. I always face time (logging and call duration) difference in reports as well as the disposition statistics difference.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Elvyn Ventura Sosa

Vicidial, is a great tools for all Call Center that need to have High Level Customer Experience .

2018-04-28

- Stability -Scalability -Modular Deployment -Low Cost - Redundancy - Recovery Disaster - Integration with othe PBX Platform -Recording -Monitoring -Reports -IVR's solution Integration -Survey -Security

Pros

Start and stop recording an agent's calls( Scripts), and Full Recoding too.

Cons

I think, Vicidial Team assume that an Asterisk PBX admin know that Or Call Center Industry is SIP Trunk oriented and legacy pbx will be unavailable a few year or right now.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Pharmaceuticals company, 51-200 employees)

ViciDial

2019-04-04

I am able to track agent performance at a high level to monitor performance and efficiency.

Pros

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

Cons

The way abandonment is calculated in the real time main report is by taking dropped calls and dividing it into calls answered.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Vicidial Group


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.

Read more
Andrew Tait

Robust, Reliable Dialer packed with Features

2017-03-15

Lots of integration options with CRM (Vtiger) and third party applications.

Pros

Integrates well with CRM applications.

Cons

The GUI and agent screen is dated and not visually attractive. It doesn't impede performance all of course..

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering VICIdial

This dialer has stood the test of time and through active community feedback keeps getting better and better. Loads of features. Able to do everything from robodials, blended campaigns, inbound campaigns.

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 51-200 employees)

Power packed software for call centres

2019-01-09

The best part that it's free hence it can be easily used and customised

Pros

Some of its key features are email integration, inbound and outbound calls, call recording and online chat.

Cons

There should be at least one team member who is well versed with the software. It becomes hard to tackle when any sudden technical issue come up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Judtih Nelson

The best open-source call center app

2020-03-31

A powerful free tool that helps us manage customer calls and generate revenue through automation.

Pros

It has everything you need for a call center setup with features that cost thousands of dollars in a paid solution.

Cons

It has always been missing templating for the UI and maybe a third party app store to easily customize and integrate other tools.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Outsourcing/Offshoring company, 501-1000 employees)

No Cost- Reliable

2020-06-11

I would recommend this software to all call centers on a budget.

Pros

Its free, no cost to setup and no hassle. Iove the fact that it is versatile. I would recommend this.

Cons

It does not have a the bells and whistles that you would need sometimes. Integration and reporting could be better

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Maximo Lora

Best open source dialer!

2018-11-22

Call center with over 300 agents working very well.

Pros

The deployment is very fast. No time wasted.

Cons

Integrations with many CRM is a plus.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kaloyan Zhelyazkov

A wonderful dialing tool .

2018-07-26

Pros

Extremely easy to navigate through and navigate the calls in a very affordable way .I also like that you can compartmentalize different call areas alongside different subjects for the specific call .

Cons

That being said ,the design looks very outdated and the reports are very hard to understand .

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Santhosh Gowda

Best Opensource Dialer ever.

2016-10-19

First of all thanks to Vicidial creators, admins, support team for giving wonderfull software to world. Really Vicidial is an amazing product, if we do some more customization we can give more fight other commercial Dialer.

Pros

structure of database and easy to use and dialing.

Cons

call details report, campaign option and many things.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering VICIdial

many things needs to be done in this. like redial, automatic callback, disconnected number detection, logout login report, few more reports Required, Option to dial in predictive and time preview mode, time-based DNC feature, Option to align agent to multiple campaigns, Option to dial multiple numbers against an account.

Source: Capterra
Helpful?   Yes   No
Read more
Martín Cabrera

Vicidial callcenter suite

2017-03-15

Vicidial easily can run innbound and outbound campaigns with houndred of concurrente calls.

Pros

Complete license free suite to mánager callcenter based on Asterisk.

Cons

Perhaps their statistical reports can be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sean Medhi

Best call center software company for SMBs

2019-04-03

We have been offering Vicidial based call-center solutions to numerous companies for the last decade.

Pros

Easy to download and install, free to use, highly customizable

Cons

There are some sales related reports which would be nice to have.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Outsourcing/Offshoring company, 51-200 employees)

Amazing dialer for contact centers

2018-08-26

Do inbound and out going calls easily, determine the abandon calls, average handling time, you can also trace via inbound reports the peak hour so you can project how many agents to assign at a certain hour.

Pros

You can use it for agents time log in and out, monitoring queueing calls, barge live calls and generate reports.

Cons

The interface was a bit old school due to the gray, white and black background but all the details you needed is available especially when your doing reports.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ramon Corniel

Excellent Dialer

2018-09-15

Pros

My very respectful of this software, easy to use, platform very stable, flow of the calls, reporting, monitoring, inbound, outbound.

Cons

Nothing to said I like very much good one.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sirma Anastasova

Essential for call center work

2018-07-05

It makes going through a large number of calls a lot more affordable and organized .

Pros

The biggest that stands out is that you can use ViCIdial for free. On top of that it ensures a constant stable connection and through the open source development ,there are always improvements .

Cons

While the reports are very informative ,they are hard to understand .I would also be very happy with a design update .

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric Mandel

Most Flexible & Customizable Callcenter Suite

2017-03-17

Its features, configuration settings & integration capabilities allow it to be customized for almost any environment.

Pros

Settings, ability to customize and integrate with 3rd party products, vast community support.

Cons

GUI- The agent interface lacks the polish of modern html/css layouts.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
martin cabrera

Vicidicl User for more than 6 Years

2018-04-30

Pros

Open Source Model, very comprehensive, during six years it has been evolved to improve constantly, now have support to chat, email besides calls.

Cons

To have a light admin version for mobile devices could be a plus, Also some additional reports and graphs doesn't hurt.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Roll R

Vicidial is one of the best voip call center suite

2017-03-17

I'm using vidial for call center, IVR, and broadcast voice message.

Pros

Support, full of feature and customization.

Cons

But with a the good manual (I purchased it many time), it should be easier

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering VICIdial

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

Source: Capterra
Helpful?   Yes   No
Read more
Jose Capurro

Reliable, scalable, open source and packed with features for almost any use case scenario.

2017-05-12

Pros

You can scale it in a pinch, if needed, and can integrate it with any external systems via its HTTP API. It has a rich variety of features, making it suitable for use in any type of call centres, being those inbound or outbound.

Cons

Some parts of the system (the agent interface, specifically) are very difficult to customize, by its nature (lot of AJAX, HTML/Javascript/CSS/PHP in one big file).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Hylton Deetlefs

Best Free Dialer for Contact Centres - VICIdial

2017-03-16

We are a 50, 80 seat call centre and have been using VICIdial for over 5 years.

Pros

It's free, feature rich and easy to configure.

Cons

It lacks a few reports that would be useful for our business.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Recommendations to others considering VICIdial

I rate this software very highly and would recommend giving it a try, one bitten, I doubt you will turn back.

Source: Capterra
Helpful?   Yes   No
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Renrick Mc Donald

Best Free Open Source Contact Center Software I have used

2017-03-15

I am very much impressed with the vicidial platform, the feature rich modules that's included with an open source product that is totally free.

Pros

I also love the fact that you can monitor your audit log and determine which user made changes to the system.

Cons

The reporting can be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10

Recommendations to others considering VICIdial

Maybe the creators can build and sell reporting modules so that if customers want specific reports that's not included in free version they can buy if required the reporting module or any other module that can be sold.

Source: Capterra
Helpful?   Yes   No
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Christian Cabrera

The best open source callcenter software you can find

2019-04-05

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

Pros

Its features comprehend all of those propietary software, such as call recording, full reporting, outbound and inbound dialing, load balancing multiple servers, and so much more.

Cons

Also, it's main user interface age starts to show: the design is not contemporary, and it doesn't look the prettiest.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Juan Carlos Moreno Marban

Amazing software for outbound calling

2018-04-25

It's fully customizable which makes it really appealing, you can have different campaigns and different strategies to call.

Pros

It has all you need for outbound, reporting, tools, dialer, user management, just the best.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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