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What is VICIdial?

Open source contact center software with predictive dialer capabilities. Handles inbound, outbound, and blended phone calls, as well as inbound email and customer website chat.

Who Uses VICIdial?

Any company wanting a contact center solution without vendor lock-in.

VICIdial Software - Real-Time Report
VICIdial Software - Admin Screen
VICIdial Software - Agent Screen w Soundboard
VICIdial Software - Customer Website Chat
VICIdial Software - Forecasting Report

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Reviews of VICIdial

Average score

Overall
4.7
Ease of Use
4.3
Customer Service
4.6
Features
4.7
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
76%
4
18%
3
5%
2
2%
John A
John A
Director in US
Verified LinkedIn User
Used the Software for: 1+ year
Reviewer Source

I still can't believe it's free!

5.0 6 years ago

Comments: 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

Vicidial Group Response

6 years ago

Thank you for the glowing review!

Rogger
CTO in Brazil
Telecommunications, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

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

5.0 4 years ago

Comments: 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
Verified LinkedIn User
Pharmaceuticals, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

ViciDial

3.0 5 years ago

Comments: 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.

Vicidial Group Response

5 years ago

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
IT Manager in US
Construction, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Great product, great performance, and great flexibility

5.0 4 years ago

Comments: 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.

Reda
CTO in Morocco
Marketing & Advertising, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Good Call center solution open source

5.0 last year

Comments: Vicidial gave me a 0$ solution and helped me maximize my income

Pros:

Vicidial is very complete and easy to install and deploy.Agent interface is easy to use in a natural way.Modifications can be made directly on the opensource code

Cons:

The scripter isn t very rich. You have to program your own script if you want an evolved script