VICIdial Reviews

Overall rating
Filter by
Company size
Time used
265 Reviews

- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
11 years in IT, six in team management, currently Director of IT at large insurance call center
Reviewed on 2018/04/30
Highly customizable and very reliable software, it just works!
Highly customizable and very reliable software, it just works!
Pros
We have requested and implemented numerous customizations to our ViCi system from routing, reports to the agent interface. The ViCi team is always available for support and general questions when I may need further insight regarding modules and settings.
The class in St. Petersburg is a must if you want to really know the system from an administrator's role and you will get to know the team that built the ViCidial system.
Cons
I wish the class was 5 days long and had more about the Asterisk system that ViCi uses. Other than that I have no issues with the ViCi software.

- Industry: Outsourcing/Offshoring
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best open source dialer!
Reviewed on 2018/11/22
Call center with over 300 agents working very well.
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. Very complete dialer for any needs. just a few steps and minutes for installation. The deployment is very fast. No time wasted. You can find forums online to solve any issue or the Vicidial support has a very higth response timing.
Cons
So far so good. no problem after all. Integrations with many CRM is a plus.
- Industry: Insurance
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 2.0 /10
vicidial review
Reviewed on 2019/05/10
i do not really care for vicidial that much. we used five9 before and i liked it alot better. it...
i do not really care for vicidial that much. we used five9 before and i liked it alot better. it seemed easier to use and operate
Pros
the way it gives you so many different options when u disposition the calls
Cons
the way it sends alot of answering machine thru to the employees instead of filtering them out
Response from Vicidial Group
There are options for better filtering Answering Machines going to agents, depending on how your system is configured.

- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent Software - Many Great Features
Reviewed on 2018/05/02
it assisted our business to go paperless, we are now fully automated and makes the business easier...
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

- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
I've been working with VICIDial for 10 yeas. Hundreds of callcenters on current support.
Reviewed on 2018/04/28
Pros
VICIDial's biggest advantage isn't it's free, It's OPEN SOURCE. This software allows deep integration with 3rd party system while keep performance from small to large callcenters.
Cons
Every middle/big callcenter based on VICIDial should know that is mandatory to have specialized support from well trained person.

- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
It was easy to take calls and understand there platform.
Reviewed on 2018/07/30
Pros
it has a fast set up so not a lot time needed to set up and you get a free trial and you don't have to give your credit card to start the trial.
Cons
There were no cons for me maybe new people may be a little set back till they read everything. Also
I think the reporting could be broken down to be a-lot easier.

- Industry: Telecommunications
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Before Vicidial we were paying hundreds of dollars per seat for our call center
Reviewed on 2018/05/08
I use it for our own B2B promotions. I also provide consultancy to call centers and suggest them...
I use it for our own B2B promotions. I also provide consultancy to call centers and suggest them to use ViciDial.
Pros
Features and ease of use.
Free Opensource and great helping community.
I love Survey campaign feature
Cons
Agent interface can be better. I don't think any other Cons if you got manager manual you can manage it very well.

- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Been Using Vici For Years. Really love it
Reviewed on 2019/01/05
Great!
Great!
Pros
Great auto dialer platform, the user interface is pretty easy to use and administration also is fairly straight forward.
Cons
You will want someone who is very well versed in Vici on your team if you are using it a lot with a very large team. Sometimes tech issues come up that you may need help with.

- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent Product, work very good
Reviewed on 2018/05/04
The cost and the easiest way to install
The cost and the easiest way to install
Pros
Stability, availability, very solid product, has a very good programming design, the automatic survey is very good.
Cons
The graphics and the reports are not attractive, I think the look and feel can be improved more, the reports are not very good to visual.

- Industry: Outsourcing/Offshoring
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Vicidial is a very easy and fun tool. It helped me grow a lot in terms of telephony knowledge.
Reviewed on 2018/04/29
Pros
The software is very flexible which makes it very suitable on most campaigns. The administrators are open for suggestions and improvements of the system.
Cons
needs more customization and additional information on the help page. Hopefully it will be open to more CRM systems.
- Industry: Business Supplies & Equipment
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Vicidial, is a great tools for all Call Center that need to have High Level Customer Experience...
Reviewed on 2018/04/28
- Stability
-Scalability
-Modular Deployment
-Low Cost
- Redundancy
- Recovery Disaster
-...
- Stability
-Scalability
-Modular Deployment
-Low Cost
- Redundancy
- Recovery Disaster
- Integration with othe PBX Platform
-Recording
-Monitoring
-Reports
-IVR's solution Integration
-Survey
-Security
Pros
Well, I like features:Load Balancing of call between multiple inbound or outbound Asterisk servers. So good for performance optimization. Set outbound CallerID per campaign or per list. Start and stop recording an agent's calls( Scripts), and Full Recoding too. Phone login balancing and fail over across multiple vicidial servers, great!!, is a redundancy option, very important. You can be logged from anywhere. Faster hangup -Hot Key,etc. I am an Voip Telephony Integrator, and in this Vicidial is Flexible and Stable. Vicidial is my firts option when i have to deployment call center solution. I like other one thing, the opertating system platform ( OpenSuse Leap ) because Vicidial working great with it.
Cons
A few points, firts one, DISPO SCREEN, PAUSE SCREEN, You know, I think, GUI can be better .
Other one, according my knowledge Vicidial do not show PSTN setting template for T1's, E1 or J1, this for company that until today has this type of Telecommunications resources for dialing and customer service. 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.
Other one, is about language, translate for Spanish is not so good. but I admit is easy to set.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
The Future of the Call Center Industry
Reviewed on 2017/03/16
VICIdial has, over years of constant and thoughtful development, established itself as the...
VICIdial has, over years of constant and thoughtful development, established itself as the Microsoft Office equivalent of call centers. I see it everywhere.
A quick overview:
VICIdial lives on a server, and is displayed to your sales agents via their web browser. They run a small (usually free) soft phone on their computer with a headset, and when they log in to VICIdial, their soft phone rings, they answer the call, and begin their work.
A bit more detail:
Because the software suite is open source and free for anyone to download, use, and modify, I've seen (and personally created) customized solutions that do everything from accept orders from a 3-rd party sales website to literally delivering room service orders using robots (really!).
VICIdial scales from single servers with small call teams, to clusters of dozens of servers and hundreds of agents. If you're paying for a proprietary solution, you're probably doing it wrong.
I get calls from call center owners looking to switch to VICIdial constantly. Do yourself a favor and take a hard look at the VICIdial Call Center Suite.
Pros
VICIdial is free, open-source, and regularly updated by a dedicated core team of experienced software developers. It works very well, and when properly configured is extremely reliable and robust business software.
Cons
VICIdial has been in development for many years, adding many (many!) features which can overwhelm call center managers new to VICIdial.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Best Open Source Turn key Call Center Solution
Reviewed on 2018/04/29
I googled this product in 2007 and from that day i have defined my field line to Call center and...
I googled this product in 2007 and from that day i have defined my field line to Call center and VoIP. I gained too much knowledge in Linux environment and voip for call center because of the vicidial. I have deployed vicidial in all of my jobs for call center purpose. In short if anyone ask for the call center solution then my straight answer is Go with ViciDial.
Pros
Vicidial is the one and only comprehensive open source call center solution that has all built in features according to the user requirements. And because of its open source solution can be customized easily. Very reliable and robust product. One of the major advantage is its scalability. No license limitations. Integration with user applications is very easy. In short what a user can think about any feature, it's built in available.
Cons
The GUI of agent is very bad. It has all the features but front end is not what according to the current market trend. Color scheme also very old style. And the detailed reports never matched with others. 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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A great tool for lead generation campaigns
Reviewed on 2017/03/16
For the last few years we've been supporting ViciDial installation for the telemarketing and call...
For the last few years we've been supporting ViciDial installation for the telemarketing and call center industries. Our company provides dedicated servers in the cloud and the actual SIP trunking for inbound or outbound calls and somehow we ended up involved with supporting ViciDial for our customers.
Among a variety of tools out here we found that ViciDial enables telemarketers to run 'Press 1 campaigns' or 'Voice broadcasts campaigns' with professionalism. In those markets wanting to avoid a "per agent" cost ViciDial is a great tool. A typical customer of ours makes 200,000 calls a day in average to get new prospects and eventually close more deals. I'd say without ViciDial this task would be very demanding . And thanks to our CRM integration agents become more effective and efficient.
Pros
It's powerful. It can be tweaked in many ways in order to enhance performance. If you are looking to avoid per-agent/per-seat costs or software licensing this is a good way to go.
Cons
If you are not familiar with Linux, Asterisk, SIP, VoIP Security and MySQL it may get you into frustration.
- Industry: Outsourcing/Offshoring
- Company size: 11–50 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
VICIdial Review
Reviewed on 2019/04/08
The Sales and setup process were very good. The support team was very professional and helpful to...
The Sales and setup process were very good. The support team was very professional and helpful to get our system setup and working in spite of some challenges. The functionality of the platform is robust. There are certainly settings for just about everything...which at times takes experience to thoroughly understand, and in some cases, help to get figured out. While we have had success with some service issues, we have also had some moments that were frustrating. Our initial assumption is that the service model using credits may be in part to blame. We don't know when our credits are running low and it is frustrating when we are in an emergency situation because something isn't working and the response we get is "sorry - we can't help you because you are out of credits"). Again - we may shoulder some of that in not fully understanding or managing expectations, but having a debit card on file or a monthly auto-ACH payment would seem to be a much better option in our opinion.
Pros
a very robust set of functionality features.
Cons
Not extremely intuitive. Functionality is a blessing, and at times, a curse. There is much to learn and figure out and the customer service model has not been ideal in our experience. There are times when it has been good and times it has seemed awful...wondering if the negative experiences are due to the nature of the model (i.e. "we can't help you because you are out of credits")
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
VICIdial Call Centre Software, the foundation of Hostcomms hosted call centre service
Reviewed on 2019/04/10
Small and medium sized businesses often don't have the capital to invest in expensive call centre...
Small and medium sized businesses often don't have the capital to invest in expensive call centre infrastructure. VICIdial rarely loses out on functionality and so is the perfect solution in this scenario. If set up correctly it is very reliable and on the rare occasion that Hostcomm is unable to get to the bottom of an issue, our back to back support arrangement with VICIdial provides us with the reassurance we need to offer a VICIdial based service with a solid service level agreement.
Pros
Whilst packed with functionality it remains pretty intuitive, features are constantly being added on both the inbound and outbound side and of course there are no licensing cost implications.
Cons
We've been offering VICIdial based services since around 2010. The only objections we occasionally receive are its appearance, there are prettier call centre applications available. That said, the skin is customisable to a degree, certainly to enough of an extent to overcome most of these objections.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
THE call center solution
Reviewed on 2019/11/11
Light, strong integrations, function over form, open-source, must I say more? Great experience so...
Light, strong integrations, function over form, open-source, must I say more? Great experience so far with VICIdial!
Pros
There are other "open-source" platforms, that claim to be absolutely free, but eventually you'll have to pay for, most likely with some kind of added features or integrated plug-ins, etc. So far VICIdial has really been absolutely free for us. Ok, so the interface isn't the nicest in the world, definitely not a gem to look at, but who cares! It runs light, works nicely, and has many integration options. And yes, it is actually Free. I've already used VICIdial for two call center start-ups. It works great for small to large projects.
Cons
As said above, if you like to look at nicely designed interfaces, VICIdial is not for you. Its strength is definitely funtion over form as a dialer. It is what it is, and it does what it does.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great Contact Center Software
Reviewed on 2017/03/16
An open source effort that is active and responsive, Vicidial has come a long way since we first...
An open source effort that is active and responsive, Vicidial has come a long way since we first began to use it. It now features multi channel support for voice, email and chat, both incoming and outgoing.
Vicidial has a well rounded dialing product for both outbound and inbound. Multiple outbound campaigns and incoming groups can run simultaneously. There is good support for regulatory compliance e.g. time zones, state and national holidays, drop rate etc.
New features being worked on are in the sphere of email and chat, both largely inbound focused.
Updates are regular, and the latest set of features will position the software well for the new wave of eCommerce startups.
On the downside, the fast paced development effort does result in bugs, especially in the bleeding edge feature set. New configuration parameters add to a lengthening list that increases the learning curve. Further, the GUI is ugly enough to belie its capabilities, but there is good work done recently on that front.
Overall I would highly recommend the product.
Pros
Price.
Features.
Capabilities
Multi channel support
Cons
Ugly GUI
- Industry: Outsourcing/Offshoring
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
No Cost- Reliable
Reviewed on 2020/06/11
I would recommend this software to all call centers on a budget.
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
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best high volume dialer for call center
Reviewed on 2017/03/17
In Nethawk (call center solution provider) company we have done 200+ installation. The overall...
In Nethawk (call center solution provider) company we have done 200+ installation. The overall quality of software is extremely good using the option to use Nginx web server instead of Apache gave us more reliability in deployments. In fact it is very easy to use when we compare with Avaya solutions, People in Call center industry are very familiar with its interface or they can learn it quickly due to its smooth learning curve in fact vert adaptive among your team. As far as features and functionally is concerned it is complete suite with bells and whistles. It is highly customable and programmable. You can create any functionality we have converted same vicidial from outbound dialer to broadcasting and lead capturing machine.
Customer support I must say is great there are many resources available the vicidial group is very helful otherwise the professional company you are dealing with should have same resources to fix your problems. It is open source and no vendor lock in.
Pros
Flexible, scabale, open source and lower TCO
Cons
Hardware resource hungry
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Vicidial Suite for Support Centers
Reviewed on 2020/04/23
We are an outsourcing company and we are using Vicidial as our main core business system.
We are an outsourcing company and we are using Vicidial as our main core business system.
Pros
The most important feature I liked was the easy way to scale up.
After the initial investment it is very cheap and efficient to expand the system for more users.
Being open-source it is very easy to change it and adapt to the specific customer needs. For example when Germany changed their requirements for premium rate numbers it took us couple of days in order to be compliant.
Cons
The fact that doesn't have a clear release path. It is just the SVN without any clear stable releases.

- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great software with Great support!
Reviewed on 2017/03/15
We have used ViCiDial for about 4 plus years. Easy to configure, very fast tech support. They even...
We have used ViCiDial for about 4 plus years. Easy to configure, very fast tech support. They even helped out with an issue that turned out not to be ViCiDial related.
Pros
The easy to use and configure. The tech support.
Cons
The first set up, because it is Linux based.
- Industry: Insurance
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Great product!
Reviewed on 2020/04/20
Killer product. Great managers manual, great forum info.
Killer product. Great managers manual, great forum info.
Pros
so many features! a lot to learn, but it does anything you might ask for. Can change settings to literally make it do just about anything you want it to do.
Cons
The features are awesome. I can't say that there is anything that I don't like about the software. If you are the install person and setting up from scratch, there's a lot to personalize, but it just takes time and gets easier over time.
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
VICIdial Review
Reviewed on 2020/05/15
We have downsized considerably over the past few years, at one time we had close to 20 servers, all...
We have downsized considerably over the past few years, at one time we had close to 20 servers, all managed internally. VICIdial answers their phones, [SENSITIVE CONTENT HIDDEN] are the best assisting when I have build issues and escalation to engineers [SENSITIVE CONTENT HIDDEN] is always seamless.
Pros
We have been using VICIdial for many years. Vici service support and engineers are always accessible to solve issues, the program is solid, build the campaigns and let it dial.
Cons
Anytime we have had any issues they have always been resolved in a timely manner.

- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy & feature rich
Reviewed on 2020/03/31
Pros
Its free! It's easy to use and works 99.9% of the time. Tons of features! Customizable
Cons
Paying for customer service when the program goes down.