VICIdial

Open source call center software with predictive dialer

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.

  • Images

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

    Not sure about VICIdial? Compare with a popular alternative

    VICIdial

    4,7 (259)
    VS.
    Highly reviewed

    Starting Price

    US$400,00
    month
    No pricing found

    Pricing Options

    Free version
    Free trial
    Free version
    Free trial

    Features

    85
    123

    Integrations

    27
    9

    Ease of Use

    4,3 (259)
    4,2 (462)

    Value for Money

    4,8 (259)
    4,1 (462)

    Customer Service

    4,6 (259)
    4,3 (462)
    Green rating bars show the winning product based on the average rating and number of reviews.

    Alternatives

    Five9

    4,2
    #1 Alternative to VICIdial
    Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution...

    Alvaria CXP

    4,5
    #2 Alternative to VICIdial
    Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messagi...

    Readymode

    3,9
    #3 Alternative to VICIdial
    Readymode is an all-in-one CRM and predictive dialer with inbound/outbound channels, ACD, IVR, call recording, a live...

    inConcert Contact Center

    4
    #4 Alternative to VICIdial
    inConcert Contact Center allows businesses to reach their customers through any channel, including voice and video...

    Reviews

    Overall rating

    4,7 /5
    (259)
    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.

    Showing 5 reviews of 259
    Shannon
    Shannon
    Overall rating
    • 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.

    Christian
    Overall rating
    • 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 10.0 /10

    The best open source callcenter software you can find

    Reviewed on 2019/04/05

    By using Vicidial we have been able to reach clients which were prohibited by the costs of...

    By using Vicidial we have been able to reach clients which were prohibited by the costs of propietary software. We have grown as a company and learned how to integrate this marvelous piece of software with quite some other systems. We provide support for Vicidial 24/7, and have thousands of agent seats running realiably with Vicidial.

    Pros

    Vicidial has a complete set of features which allow you to turn inexpensive hardware into a fully fledged callcenter solution. Its features comprehend all of those propietary software, such as call recording, full reporting, outbound and inbound dialing, load balancing multiple servers, and so much more.

    Plus, it's open source, so that allows you to customize it or tweak it to fit your needs. There's nothing that can't be accomplished by that.

    Cons

    The software is so powerful it can overwhelm the regular user with so much possible configurations available, thus dificulting the setup.

    Also, it's main user interface age starts to show: the design is not contemporary, and it doesn't look the prettiest. However, it still gets the work done.

    Deanna
    Overall rating
    • Industry: Telecommunications
    • Company size: 51–200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 2.0 /10

    VICIdial Review

    Reviewed on 2021/05/07

    My experience was terrible. I would not recommend this software to anyone. Unless they have fixed...

    My experience was terrible. I would not recommend this software to anyone. Unless they have fixed the issues. I doubt they have. We tried to get them fixed and they did not do anything. Our company changed to another software.

    Pros

    The only pros that I can say about this software is that when it worked I was able to work. I was somewhat easy to use.

    Cons

    The cons are that is glitched out too much. Leaving us to just sit around and not do our jobs. I had gotten a call while I was on a call. I had gotten a call from one of my coworkers working outbound.

    Response from Vicidial Group

    If a VICIdial system is set up and managed properly, it can be extremely reliable. Unfortunately, many companies who set up VICIdial on their own, do not set it up or manage it properly, so their agents have the experience you have mentioned.

    Jose
    Overall rating
    • Used Monthly for 2+ years
    • Review Source

    Overall rating

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

    Reliable, scalable, open source and packed with features for almost any use case scenario.

    Reviewed on 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.

    It has all the required reports needed to successfuly run a call centre operation.

    It has a very detailed documentation for managers and agents. They offer a free and paid version of their manuals, the difference being the paid version having color and helpful images.

    It allows call centre managers to have a high grade of control over the agents, monitoring their activity since the time they log in until the end of the day.

    It is based on known technologies (LAMP, Asterisk), so it is fully customizable according to the customer needs.

    The community is vibrant, active and helpful. If you find an issue, is guaranteed the forum will have the answer. Also, the main developers are reachable in case you have a more specific need or want to pay for a feature to be implemented.

    For critical call centre services, it is very easy to integrate it with existing High Availability solutions (HAProxy).

    They have clear guidelines respecting the hardware needed to implement the solution.

    And please, before doing anything, read the manual.

    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).

    Although helpful, the presentation of almost all reports are a bit crude, being in raw text format (but the developers are rapidly enhancing those).

    Ian
    Overall rating
    • 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 7.0 /10

    The dialer is a beast!

    Reviewed on 2019/04/04

    Overall, vicidial is a platform for you if you want to build a straightforward campaign or detail...

    Overall, vicidial is a platform for you if you want to build a straightforward campaign or detail designed campaign. Over the years I have been through a number of different platforms and to have the support, robust tools the platform offers and the ability to customize and build what you want, you cannot find a better dialer.

    Pros

    What I liked most about the vidial software is its ability to dial my ideal customers by timezone or by action based on analytics provided by the platform. You are able to track any interraction with potential prospects based on the rules you setup throughout the dialer. The customer service is very knowledgeable and are eager to help with any questions you may have. Being a call center manager, with a need for answers on the fly it goes a long way to have the support and with their help you cannot fail at your campaign goals.

    Cons

    The software looks ugly but its a clean design. Hey Vicidial, 1997 is calling and wants its design back.

    Showing 5 reviews of 259 Read all reviews

    VICIdial FAQs

    Below are some frequently asked questions for VICIdial.

    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.

    VICIdial has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

    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, 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

    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.