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.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to VICIdial

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, zh-hant

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to VICIdial

    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

    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
    • Application Management
    • Archiving & Retention
    • Audit Trail
    • Auto-Dialer
    • Automated Scheduling
    • Automatic Backup
    • Automatic Call Distribution
    • Automatic Lead Distribution
    • Avatars
    • Batch Processing
    • Blended Call Centre
    • Built-In Database
    • CRM
    • Calendar Management
    • Call Centre 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
    • Customisable Branding
    • Customisable Forms
    • Customisable Reports
    • Customisable Templates
    • Customizable Caller ID
    • Customizable Fields
    • 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 Centre
    • 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 Centre
    • PCI Compliance
    • Performance Management
    • Performance Metrics
    • Performance Testing Tools
    • Power Dialer
    • Predictive Dialer
    • Preview Dialer
    • Preview Functionality
    • Prioritisation
    • 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
    (249)
    Value for Money
    4.9/5
    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 249
    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 7/6/2018

    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 22/4/2020

    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.

    Alternatives Considered

    Aspect CXP Pro

    Reasons for Choosing VICIdial

    I spent about six months researching OpenSource tools to be used in the contact center and VICIdial was the only one that met all my requirements.

    Reasons for Switching to VICIdial

    Because it is open source and has a more active community in the world, and the fact that it is constantly updated and improves.
    Chris Q.
    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

    ViciDial is amazing!!

    Reviewed on 12/8/2021

    I am able to run my entire business from this software, its quite remarkable!

    I am able to run my entire business from this software, its quite remarkable!

    Pros

    I love the API features of this tool and how I can integrate it into other software

    Cons

    The learning curve is a bit steep when you are new to the system

    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 4/4/2019

    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.

    Wagner G.
    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 9.0 /10

    It does the job

    Reviewed on 25/5/2021

    It worked great for me who was starting up and didn't want to invest too much money on a autodialer...

    It worked great for me who was starting up and didn't want to invest too much money on a autodialer solution. It has all the features I needed to offer my customers a rich autodialer experience.

    Pros

    Open source softwares are the best ones to help you save money, especially if you're starting up a business.

    Cons

    It's a bit complicated to learn in the beginning, but after a few weeks you get used to it and it becomes easier.

    Showing 5 reviews of 249 Read all reviews

    VICIdial FAQs

    Below are some frequently asked questions for VICIdial.

    VICIdial offers the following pricing plans:

    • Starting from:
    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    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, zh-hant

    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

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