VICIdial
About VICIdial
VICIdial is a contact / call center software suite targeting the telephony and communications requirements of every business up to and including enterprise level. Built on an open source platform and boasting a global installation base, VICIdial boasts a full-featured predictive dialer while also functioning as an Automated Call Distribution (ACD) system. Agents are therefore able to predictively or manually call through campaign lists while also handling inbound and outbound calls on a blended basis. From within a single, centralized web-based interface agents can also respond to inbound emails and engage in live customer chat sessions embedded into an existing website via widget. Routing options and queue prioritization rules then ensure that calls and emails are directed to the most qualified agent, with managers able to listen in on agent calls to monitor performance.
Boasting over 2,000 features in total, VICIdial goes on to include automatic call recording that can be stopped or started at any time, while logging calls and call status. User levels and permissions can be set to restrict certain features or campaign accessibility, before web-based data exporting and sharable real time reporting enables authorized agents, managers and team leaders to analyze call campaign performance.
Key benefits of VICIdial
campaign display screens feed back performance also via real time updates.
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Reviews
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- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 1+ year
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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
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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
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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
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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.
VICIdial FAQs
Below are some frequently asked questions for VICIdial.Q. What type of pricing plans does VICIdial offer?
VICIdial offers the following pricing plans:
- Starting from: US$400.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
Software is free, while the hosted service (VICIhost) is available at several price points including the following examples: $1,000 initial server provisioning fee (also includes 1st month of hosting) $500 server provisioning fee for each additional server (includes 1st month of hosting) $400 per server per month hosting fee (after first month) plus cost of minutes. See website pricing for more detailed breakdown of current costings.
Q. Who are the typical users of VICIdial?
VICIdial has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does VICIdial support?
VICIdial supports the following languages:
Danish, Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese
Q. Does VICIdial support mobile devices?
VICIdial supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does VICIdial integrate with?
VICIdial integrates with the following applications:
Asterisk, AuguTech, Convoso, Gmail, Google Docs, Google Workspace, HubSpot CRM, Insightly, Lawmatics, Less Annoying CRM, Mailchimp, Oreka TR, PIMS Dialer, Pipedrive, Qubicles, Salesforce Sales Cloud, SugarCRM, TeamSupport, Vtiger CRM, WordPress, Zendesk Suite, Zoho CRM, Zoiper, eFax, monday.com
Q. What level of support does VICIdial offer?
VICIdial offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
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Call Centre Software
