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

  • VICIdial is an open source call / contact center software solution that incorporates a predictive dialer to enable the blended handling of inbound / outbound calls alongside inbound emails and customer website chat.

  • Calls can be recorded automatically, starting and stopping the recording of an agent’s calls at any moment, while all calls and call statuses are logged alongside agent monitoring such as time breakdowns.

  • Built-in reporting capabilities include several real time and summary reports available, while
    campaign display screens feed back performance also via real time updates.

  • Featuring web-based administration and data export utilities, agents can log into VICIdial from any location with just a phone and an internet connected web browser.

  • An Open Source product with no use licensing restrictions, the service also offers a month-to-month hosted option (VICIhost) that allows users to migrate from own hardware to VICIdial's, and back again if required.
  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    Danish, Dutch, English, French, German and 8 others, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese

    Images

    Built-in reporting options include the ability to run real time and summary reports, such as breakdowns on agent calling times per campaign
    Web-based administration provides centralized access to a multi-lingual admin screen rich with system options
    The system also facilitates the handling of customer website chat, via an existing website and administered through the agent's web screen
    Example view of the agent screen showing the Outbound Customers Soundboard, with the ability to hotkey common phrases
    Example of a forecasting report option, visualizing predicted campaign call performance and trends
    Android app front page screenshot
    View 7 more
    VICIdial video
    VICIdial screenshot: Built-in reporting options include the ability to run real time and summary reports, such as breakdowns on agent calling times per campaign VICIdial screenshot: Web-based administration provides centralized access to a multi-lingual admin screen rich with system options VICIdial screenshot: The system also facilitates the handling of customer website chat, via an existing website and administered through the agent's web screen VICIdial screenshot: Example view of the agent screen showing the Outbound Customers Soundboard, with the ability to hotkey common phrases VICIdial screenshot: Example of a forecasting report option, visualizing predicted campaign call performance and trends VICIdial screenshot: Android app front page screenshot

    Features

    Total features of VICIdial: 151

    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Management
    • Activity Tracking
    • Ad hoc Query
    • Administrative Reporting
    • Alerts/Notifications
    • Answering Machine Detection
    • Applications Management
    • Archiving & Retention
    • Audit Trail
    • Auto-Dialer
    • Automated Scheduling
    • Automatic Backup
    • Automatic Call Distribution
    • Automatic Lead Distribution
    • Avatars
    • Batch Processing
    • Blended Call Center
    • Built-In Database
    • CRM
    • Calendar Management
    • 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 Analytics
    • Campaign Management
    • Campaign Specific Caller ID
    • Categorisation/Grouping
    • Chat Transcript
    • Chat/Messaging
    • Clock In / Out
    • Collaboration Tools
    • Commenting / Notes
    • Compliance Management
    • Compression
    • Computer Telephony Integration
    • Conferencing
    • Contact Database
    • Contact Management
    • Custom Development
    • Customer Activity Tracking
    • Customer Database
    • Customer Experience Management
    • Customer History
    • Customer Segmentation
    • Customizable Branding
    • Customizable Caller ID
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Data Extraction
    • Data Import/Export
    • Database Support
    • Disaster Recovery
    • Distribution Management
    • Duplicate Detection
    • Email Alerts
    • Email Management
    • Email Templates
    • Employee Database
    • Employee Management
    • Event Logs
    • Event Triggered Actions
    • FCC Compliance
    • FTC Compliance
    • Feedback Management
    • File Transfer
    • Forecasting
    • HIPAA Compliant
    • HTML5 Technology
    • Historical Trend Analysis
    • IVR / Voice Recognition
    • Inbound Call Center
    • Interaction Tracking
    • Knowledge Base Management
    • Lead Capture
    • Lead Distribution
    • Lead Generation
    • Lead Management
    • List Management
    • Live Chat
    • Local Caller ID
    • Manual Dialer
    • Monitoring
    • Multi-Campaign
    • Multi-Channel Communication
    • Multi-Channel Distribution
    • Multi-Channel Management
    • Multi-Language
    • Multiple User Accounts
    • On-Demand Recording
    • Outbound Call Center
    • PCI Compliance
    • Performance Management
    • Performance Metrics
    • Performance Testing Tools
    • Power Dialer
    • Predictive Dialer
    • Preview Dialer
    • Preview Functionality
    • Prioritization
    • Productivity Analysis
    • Progressive Dialer
    • Projections
    • Purchasing & Receiving
    • Quality Control
    • Question Branching
    • Queue Management
    • Real Time Analytics
    • Real Time Comparisons
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Updates
    • Reminders
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • SMS Messaging
    • SSL Security
    • Sales Reports
    • Search/Filter
    • Secure Data Storage
    • Single Sign On
    • Skills Tracking
    • Status Tracking
    • Summary Reports
    • Survey/Poll Management
    • Surveys & Feedback
    • Text to Speech
    • Third Party Integrations
    • Time Clock
    • Timesheet Management
    • Visual Analytics
    • Voice Mail

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    Reviews

    Overall rating

    4,7 /5
    (247)
    Value for Money
    4,8/5
    Features
    4,7/5
    Ease of Use
    4,3/5
    Customer Support
    4,6/5

    Already have VICIdial?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 247
    John a M.
    Overall rating
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    I still can't believe it's free!

    Reviewed on 2018/06/07

    It allowed to make my calls with a predictive dialer with all the features you can imagine, ...

    It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.

    Pros

    First that you can download and install and use it completely 100% free, no strings attached. Second, it has every feature you could possibly imagine for dialing solution software and predictive dialers. Third, the reporting is all one 1 screen, there are many reports, inbound, outbound, carrier reports, etc. Fourth, they have a user forum where, and I kid you not, you can post a question or an issue you are having, and either a VICIdial expert or one of the other many experts on the forum will respond to your question usually within an hour or two, always that same day, and answer your question or help you work through your issue. Fifth, it's now the world's most popular dialing solution software, so you can find answers to about any question by just googling. Sixth, the hardware requirements are low. When I first installed VICIdial I used an old desktop and turned it into a VICIdial server. And seventh and maybe most importantly, VICIdial is constantly evolving. New revisions come out regularly, and new versions of the installer VICIbox are produced regularly, and they are new features constantly, and the program keeps getting better and better! In their next version of VICIbox they are offering a webrtc softphone built right into the program, so you won't need to download and configure softphones anymore. In summary, VICIdial is everything you always wanted in a predictive dialer or software dialing solution, and it is absolutely free of charge!

    Cons

    I installed VICIdial in March of 2017. It took me a weekend to set up campaigns, upload lists to call, configure a VoIP carrier, and put in the settings I needed for my campaigns. I installed on a Sunday afternoon and started dialing the next day on Monday morning at 9AM. And everything worked! Now it's June of 2018 and I've been using VICIdial for 1 year and 2 months. Although I got everything working the very first day, over time I have discovered the hundreds of features VICIdial offers and how to set them and configure them. The VICIdial system I use today is much different from the one I started with a year ago. Well the system is exactly the same, same operating system, same vicidial same asterisk, but I take advantage of many features now that I didn't even realize VICIdial had when I first installed it. If there is a con about using this software, and I do not believe there is, it would be VICIdial has so many features it takes a little time to learn all of them

    Response from Vicidial Group

    Thank you for the glowing review!

    Rogger F.
    Overall rating
    • 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

    a Swiss Army Knife for those who are creative enough to use it well

    Reviewed on 2020/04/22

    At GOSAT we use VICIdial in our contact center for loan sales to a local bank in Brazil, where we...

    At GOSAT we use VICIdial in our contact center for loan sales to a local bank in Brazil, where we integrate it 100% with the bank.

    We also use VICIdial on clients of different segments in the market: collection, petrol, school, health and etc ...

    Pros

    VICIdial is the most popular open-source Contact Center Solution in the world and it can become a Swiss Army Knife for those who grasp the infinite possibilities of this incredible system.

    We were able to meet all our needs and overcome all challenges using VICIdial.

    Cons

    I know that VICIdial is not for this purpose, what I miss is an integration in the AGC interface (Agent) with WhatsAPP and Facebook messanger.
    We do this today through other solutions, it would be perfect integrated with VICIdial.

    Verified Reviewer
    Overall rating
    • Industry: Pharmaceuticals
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 5.0 /10

    ViciDial

    Reviewed on 2019/04/04

    We are answering the calls efficiently and effectively. I am able to track agent performance at a...

    We are answering the calls efficiently and effectively. I am able to track agent performance at a high level to monitor performance and efficiency.

    I have great hope to read the manuals and learn what else I can do with Vici.

    Pros

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

    Cons

    The interface is outdated and could use a cosmetic overhaul. some of the reporting is inconsistent. The way abandonment is calculated in the real time main report is by taking dropped calls and dividing it into calls answered. Under inbound daily report it calculates the abandonment correctly by taking dropped calls and dividing it into calls offered.

    Lacks some of the modern features available in other phone software: After Call Survey, Track short abandoned calls, Forced call backs, Scheduled reporting.

    In the IVR we can only offer our customers to leave a voicemail with a window prompt instead of allowing them to press a number at any time to leave a vm.

    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.

    Greg P.
    Overall rating
    • Industry: Construction
    • 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

    Great product, great performance, and great flexibility

    Reviewed on 2020/04/20

    I absolutely love VICIdial, I won't use any other dialer at all

    I absolutely love VICIdial, I won't use any other dialer at all

    Pros

    The amount of customization that. you can do, and the sheer power of the dialing platform

    Cons

    It's got quite a learning curve for people to get proficient with it initially. Although once you've mastered the interface and the concepts behind the dialer, it's amazing.

    Panagiotis B.
    Overall rating
    • Industry: Telecommunications
    • 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

    An exceptional money making piece of Open source software.

    Reviewed on 2019/04/04

    II have tried a lot of open source software over the 15 years of my professional career. One reason...

    II have tried a lot of open source software over the 15 years of my professional career. One reason or another I had to stop working with most of them. This is not the case with Vici. Since I tried for the first time I fall in love with it and 10 years down the line I have quit every other dialer that I was working with and I dedicated myself to it.
    I feel that my time is well spent and has never failed to surprise me with capabilities that even extremely expensive dialers had let me down in the past.

    Pros

    Capabilities and features -flexibility.
    When a customer is asking me for a weird something I taught myself to say: I will have a look and let you know. No matter how weird peculiar complex or out of the box is what you have been asked there are chances that Vici can do it just by playing around with parameters and menus and not writing even one line of code.
    The community is extremely helpful and encouraging.

    Cons

    I have to admit that the learning curve for the administrator and integrator is steep and needs a lot of time and trial and error to configure the first installation. It is not so bad once you get the grasp of the software and understand where you are looking.
    The menus are intimidating. I felt the same only when I tried Blender for the first time.

    Showing 5 reviews of 247 Read all reviews

    VICIdial FAQs

    Below are some frequently asked questions for VICIdial.

    VICIdial offers the following pricing plans:

    • Starting from:
    • Pricing model: Free, Subscription, Open Source
    • 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.

    We do not have any information about VICIdial features

    VICIdial has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    VICIdial supports the following languages:

    Danish, Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese

    VICIdial supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    VICIdial integrates with the following applications:

    Asterisk, AuguTech, Convoso, Data.com Contacts, Gmail, Google Docs, Google Workspace, HipChat, Insightly, Less Annoying CRM, Mailchimp, Oreka TR, PIMS Dialer, Pipedrive, Qubicles, Salesforce Sales Cloud, SugarCRM, TeamSupport, Vtiger CRM, WordPress, Zendesk, Zoho CRM, Zoiper, eFax Corporate

    VICIdial offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

    See all software categories found for VICIdial.