VICIdial Features

VICIdial

Open source call center software with predictive dialer

4.69/5 (250 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Answering Machine Detection
Archiving & Retention
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customer Database
Customer History
Customizable Fields
Customizable Reports
Dashboard
Data Import/Export
Data Management
Email Management
Event Triggered Actions
FCC Compliance
FTC Compliance
File Transfer
IVR / Voice Recognition
Inbound Call Center
Integrations Management
Interaction Tracking
Knowledge Base Management
Lead Capture
Lead Distribution
Lead Management
Lead Qualification
List Management
Live Chat
Local Caller ID
Manual Dialer
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Management
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Power Dialer
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SMS Messaging
Telemarketing Management
Text to Speech
Third Party Integrations
VoIP
Voice Mail
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API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Answering Machine Detection
Archiving & Retention
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customer Database
Customer History
Customizable Fields
Customizable Reports
Dashboard
Data Import/Export
Data Management
Email Management
Event Triggered Actions
FCC Compliance
FTC Compliance
File Transfer
IVR / Voice Recognition
Inbound Call Center
Integrations Management
Interaction Tracking
Knowledge Base Management
Lead Capture
Lead Distribution
Lead Management
Lead Qualification
List Management
Live Chat
Local Caller ID
Manual Dialer
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Management
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Power Dialer
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SMS Messaging
Telemarketing Management
Text to Speech
Third Party Integrations
VoIP
Voice Mail
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Answering Machine Detection
Archiving & Retention
Auto-Dialer
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customer Database
Customer History
Customizable Fields
Customizable Reports
Dashboard
Data Import/Export
Data Management
Email Management
Event Triggered Actions
FCC Compliance
FTC Compliance
File Transfer
IVR / Voice Recognition
Inbound Call Center
Integrations Management
Interaction Tracking
Knowledge Base Management
Lead Capture
Lead Distribution
Lead Management
Lead Qualification
List Management
Live Chat
Local Caller ID
Manual Dialer
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Management
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Power Dialer
Predictive Dialer
Preview Dialer
Process/Workflow Automation
Progressive Dialer
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SMS Messaging
Telemarketing Management
Text to Speech
Third Party Integrations
VoIP
Voice Mail
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Mobile apps

iOS App


3 reviews

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

Android App


21 reviews

VICIdial Feature Reviews

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

Oscar Ivan T.

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
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Sunny K.

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
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Shariq K.

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
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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
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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.

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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
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Elvyn V.

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
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Martín C.

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
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Kaloyan Z.

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
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Santhosh G.

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
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Sean M.

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
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Yousaf K.

Using since 2005, best overall open source solution

2017-03-16

Only con is the UX/UI that could be improved, especially for reporting.

Pros

Very simple to setup and configure for all types of campaigns. Can be load balanced for almost unlimited scalability.

Cons

Visual interface needs improvement along with reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

9/10

Recommendations to others considering VICIdial

Follow the setup instructions to have a easy setup.

Source: Capterra
Helpful?   Yes   No
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Ramon C.

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
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Juan Angel A.

Great Dialer to begin

2021-06-10

, its a great software to begin with in a call center

Pros

OPEN SOURCE, easy to use, interrogation with Custom CRM its easy to setup and use.

Cons

Reporting is a Issue if dont have a good experience in making reporting from scratch it, but once you get the hang of its really easy.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anand S.

Inbound & Outbound communication made easy

2019-01-17

Pros

This one contact center solution I like to most. 1) it being completely on an opensource technology 2) capability to manage Inbound calls, Outbound calls, email & website chats from one single application.

Cons

No cons as such, it does everything what a contact center requires.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Judtih N.

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
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Jose C.

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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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
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Sirma A.

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
Andrew T.

Robust, Reliable Dialer packed with Features

2017-03-15

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

Pros

It has stood the test of time in our call center and every new version improves functionality.

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
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Hylton D.

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 M.

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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Zeyn S.

Excellent Software - Many Great Features

2018-05-02

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

Pros

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

Cons

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

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
Md A.

The ultimate selection for call center solution

2021-04-27

So many deployment i have made in last 12 years as per my company need. 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.

Pros

Most useful feature is IVR with API and the survey feature.

Cons

Now a days everything we want to do using mobile phones, hence android app is required for agents.

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
Juan Carlos M.

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

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.

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
Read more