VICIdial Features

VICIdial

Open source call center software with predictive dialer

4.84/5 (164 reviews)

VICIdial Feature Summary

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

Communications Feature Comparison

Most popular features of all Communications apps

API (122 other apps)
Activity Dashboard (55 other apps)
Automatic Notifications (46 other apps)
CRM Integration (56 other apps)
Call Monitoring (51 other apps)
Call Recording (75 other apps)
Call Reporting (48 other apps)
Call Routing (55 other apps)
Call Transfer (55 other apps)
Caller ID (54 other apps)
Chat (69 other apps)
Conferencing (65 other apps)
Instant Messaging (53 other apps)
Live / Video Conferencing (46 other apps)
Monitoring (49 other apps)
Receiving (47 other apps)
Reporting & Statistics (49 other apps)
SMS Integration (44 other apps)
Third Party Integration (66 other apps)
Voice Mail (48 other apps)

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 Call Center
Automated Scheduling
Automatic Backup
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
Automatic Start / Stop
Avatars
Batch Processing
Branching
Built-In Database
Business Intelligence
CRM Integration
Calendar Management
Call Analysis
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Results
Call Routing
Call Scripting
Call Sharing
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Analysis
Campaign Management
Campaign Specific Caller ID
Categorization
Change Tracking
Chat
Chat Transcript
Clock In / Out
Collaboration Tools
Commenting
Compliance Management
Compression
Computer Telephony
Conferencing
Contact Database
Contact History
Contact Management
Continuous Backup
Custom Development
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Reporting
Customizable Templates
Data Extraction
Data Import
Data Import/Export
Database Access
Database Integration
Debugging
Disaster Recovery
Distribution Management
Duplicate Detection
Email Alerts
Email Integration
Email Notifications
Email Templates
Employee Database
Employee Management
Employee Time Clock
Event Logs
Event Triggered Actions
Event Triggered Email
FCC Compliance
FTC Compliance
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Forecasting
Group Summary Report
HIPAA Compliance
HTML5 Technology
Historical Analysis
Historical Trending
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Assignment
Lead Capture
Lead Generation
Lead Management
Load Test
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 Reports
Permission Management
Perpetual License
Predictive Dialer
Preview Functionality
Prioritizing
Private Text Chat
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Queue Manager
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Role-Based Permissions
Routing Options
Rules Based Algorithms
SMS Integration
Sales Reporting
Search Functionality
Secure Data Storage
Shared Contacts
Single Sign On
Skills Tracking
Status Reporting
Summary Reports
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Timesheets
Transfer Management
User Activity Monitoring
Visual Analytics
Voice Mail
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 Call Center
Automated Scheduling
Automatic Backup
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
Automatic Start / Stop
Avatars
Batch Processing
Branching
Built-In Database
Business Intelligence
CRM Integration
Calendar Management
Call Analysis
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Results
Call Routing
Call Scripting
Call Sharing
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Analysis
Campaign Management
Campaign Specific Caller ID
Categorization
Change Tracking
Chat
Chat Transcript
Clock In / Out
Collaboration Tools
Commenting
Compliance Management
Compression
Computer Telephony
Conferencing
Contact Database
Contact History
Contact Management
Continuous Backup
Custom Development
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Reporting
Customizable Templates
Data Extraction
Data Import
Data Import/Export
Database Access
Database Integration
Debugging
Disaster Recovery
Distribution Management
Duplicate Detection
Email Alerts
Email Integration
Email Notifications
Email Templates
Employee Database
Employee Management
Employee Time Clock
Event Logs
Event Triggered Actions
Event Triggered Email
FCC Compliance
FTC Compliance
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Forecasting
Group Summary Report
HIPAA Compliance
HTML5 Technology
Historical Analysis
Historical Trending
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Assignment
Lead Capture
Lead Generation
Lead Management
Load Test
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 Reports
Permission Management
Perpetual License
Predictive Dialer
Preview Functionality
Prioritizing
Private Text Chat
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Queue Manager
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Role-Based Permissions
Routing Options
Rules Based Algorithms
SMS Integration
Sales Reporting
Search Functionality
Secure Data Storage
Shared Contacts
Single Sign On
Skills Tracking
Status Reporting
Summary Reports
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Timesheets
Transfer Management
User Activity Monitoring
Visual Analytics
Voice Mail
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 Call Center
Automated Scheduling
Automatic Backup
Automatic Call Distribution
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
Automatic Start / Stop
Avatars
Batch Processing
Branching
Built-In Database
Business Intelligence
CRM Integration
Calendar Management
Call Analysis
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Results
Call Routing
Call Scripting
Call Sharing
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Analysis
Campaign Management
Campaign Specific Caller ID
Categorization
Change Tracking
Chat
Chat Transcript
Clock In / Out
Collaboration Tools
Commenting
Compliance Management
Compression
Computer Telephony
Conferencing
Contact Database
Contact History
Contact Management
Continuous Backup
Custom Development
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Reporting
Customizable Templates
Data Extraction
Data Import
Data Import/Export
Database Access
Database Integration
Debugging
Disaster Recovery
Distribution Management
Duplicate Detection
Email Alerts
Email Integration
Email Notifications
Email Templates
Employee Database
Employee Management
Employee Time Clock
Event Logs
Event Triggered Actions
Event Triggered Email
FCC Compliance
FTC Compliance
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Forecasting
Group Summary Report
HIPAA Compliance
HTML5 Technology
Historical Analysis
Historical Trending
IVR / Voice Recognition
Instant Messaging
Knowledge Base
Lead Assignment
Lead Capture
Lead Generation
Lead Management
Load Test
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 Reports
Permission Management
Perpetual License
Predictive Dialer
Preview Functionality
Prioritizing
Private Text Chat
Productivity Reporting
Progressive Dialing
Projections
Quality Control
Queue Manager
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Role-Based Permissions
Routing Options
Rules Based Algorithms
SMS Integration
Sales Reporting
Search Functionality
Secure Data Storage
Shared Contacts
Single Sign On
Skills Tracking
Status Reporting
Summary Reports
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Timesheets
Transfer Management
User Activity Monitoring
Visual Analytics
Voice Mail
Visit WebsiteCompare App

VICIdial Feature Reviews

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

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
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
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
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
Maximo Lora

Best open source dialer!

2018-11-22

Call center with over 300 agents working very well.

Pros

Easy to understand and easy to use and follow, with linux as base OS you can edit the conf files as you wish.

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
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
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
Eric Mandel

Most Flexible & Customizable Callcenter Suite

2017-03-17

Vicidial is great for small & large call centers alike.

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
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
Gabriel Covarrubias

Best Open Source Solution for Call Centers

2017-03-15

One of the best features that i love i that is so easy to integrate a custom development, it provides an API, Event Based Triggers and if it not enough you have access to the database to create your own scripts and reports and it will provide an easy way place the link on your admin panel.

Pros

Very active project New features very often Very Stable Easy to scale Easy to integrate with other projects

Cons

Eye candy, is not the prettiest GUI. UX can also have improvements.

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, 201-500 employees)

Very comprehensive call cetre suite, you can deal not only with calls but also with emails and chat.

2018-04-28

We are a call center company and we are using this software as a core service.

Pros

Very flexible. You can configure it in order to fulfill any customer needs. It is very cheap in terms of hardware requirements and easily scalable.

Cons

The user interface should be customizable.

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
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
Read more
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
Read more
Oscar Elizondo

Vicidial- Our call center system

2017-03-22

we have 6 server with vicidial as a dial system, with predictive and manual configuration, is the best and more administrable system we had.

Pros

The system have all kind of requirements for a call center, from ivr robot, to predictive calls, and can record all calls.

Cons

doesn't record screen-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
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
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
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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Zeyn Sheik

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
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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
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Dennis Spaan

Been using Vicidial for 8 years now

2017-03-15

Recently automated reports was added, a great feature to get daily reports via e-mail. If you make a comparison with other dialers i'm pretty sure Vicidial outmatches every system out there when you look at the amount of features.

Pros

Stable, scalable, open source, many features

Cons

Agent GUI, not able to build custom reports via interface (you can design your own if you know how to code since it's open source), no export templates, no surveys.

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 want to try vicidial yourself you need a decent amount of knowlege of Linux to maintain your system. If you do not want this then simply choose for a hosting provider like vicidial.com or a party more familiar with your local market.

Source: Capterra
Helpful?   Yes   No
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Simon Peter Wambugu

Feature rich and stable system. Beats even the commercial version of call center software.

2018-04-29

Pros

Easy to integrate with other systems because it has lots of APIs Very stable and good use of system resources

Cons

The user interface needs a change it's too ancient and would benefit from a material design The download format of the reports txt which can be frustrating to customers

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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James Assali

Excellent and creates efficiency

2018-04-28

Pros

Reporting tools are comprehensive. API connectivity works well.

Cons

Vicidial is a great dialer but could be an amazing CRM as well.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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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
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antonio pacheco

Good Dialer

2018-10-29

In the begging i thought that was difficult, but after i use it and learn it, i recommend it to any call center.

Pros

Is an excellent dialer, easy to use, faster, efficiency, stable, the report are accurate, i'm comfortable with this product.

Cons

I do not have any cons of this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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