VICIdial Reviews

Pros

I was looking for an inexpensive solution for a 400 seat call center and I ran into vicidial, it's very easy to use and you can tailor it to your company needs, it's also open source which allows you to add really helpful features. It has all you need for outbound, reporting, tools, dialer, user management, just the best.

Cons

I would say the installation, was a bit hard mainly on the telco side but that would be its only flaw.

Pros

Free and open source program in active development and works, consistently. I've based my entire business on this software and it's working wonderfully.

Even the free version has an extremely active community, including the developers, that really want to help you get the system up and going. I have had better support experiences on the free Vicidial forum than I have on a service running.

Cons

Being free and open-source, i suppose i can't complain too much. But the front-end/GUI could use an overhaul pretty bad. The interface looks like a mid-90s website. Granted behind that GUI is a rock-solid system, it would be nice to have something better to look at every day.

Pros

Really easy to implement and run, Light and open to be used in any operating system.

Cons

Reporting and analytics are too weak, They should be better to be able to have accurate data and work with the teams and obtain better performance.

Pros

customer service is fantastic. there's rarely a wait for help, almost every time a human picks up the phone right away -- a very experienced and helpful human, at that! I've attended the in-person training at Vici HQ in Tampa and had a great time learning the ins and outs of the software, as well as meeting the very friendly and helpful staff. Love those guys!

Cons

ViciDial takes time to learn, and takes much longer to master -- but that's only because it's so powerful and has so many features. Some people remark that the interface is ugly or not user-friendly, but I disagree -- I prefer less bells & whistles & icons & emojis, prefer a thin interface with more functionality.

Pros

This app is a very effective dialer for virtual or local call centers, it allows you to load the call list directly to the queue, and they will be assigned according to the campaign that each connected user has in their profile.

Cons

Probably one of the problems with this app is its interface, it is very rudimentary, it seems more a tool from when the internet started, and html was the only language to design web pages.
Another problem that it generates is with cookies, sometimes it does not connect since the browser is hung with previous cookies.

Pros

This is a superb software, I like the auto calling system as well and the manual dialing where I just have to upload the data file and keep dialing each number just with a click.

Cons

This software worked perfect for me, didn't give me trouble, so I don't have anything to mention here.

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.

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.

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

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.

Pros

VICIdial is free, open-source, and regularly updated by a dedicated core team of experienced software developers. It works very well, and when properly configured is extremely reliable and robust business software.

Cons

VICIdial has been in development for many years, adding many (many!) features which can overwhelm call center managers new to VICIdial.

Pros

The agent portal , it ease of use . the gui for admin on the software, is easy to get around and make changes when needed. I also love the Live real time view to see how the agents are doing.

Cons

Too many features to learn, this software is loaded, so it will take you a while if you want to learn and try all the features.

Alternatives Considered

Five9

Switched From

Five9

Reasons for Switching to VICIdial

At that time cost and features.

Pros

Stable: I've been a VICIdial admin for a seven server cluster for about four years now. Hopefully I didn't jinx myself - but zero days of down time in that entire time frame. If I had to sum up ANY downtime in hours, I'd ballpark less than 30 MINUTES per month TOTAL (95% floor manager/agent) errors (SQL typo, running lists empty, bad listmix status choice). This is a small operation, 20-40 agents, blend of inbound/outbound, 150,000 calls/day, running 5-6 days per week, 8hrs per day.

Cons

I've had to think on this section for quite a while. Very hard to fault a free and open platform, what can you expect for free?? If you're willing to sit down, read and learn, it's a great platform, community and product. Maybe the paid manuals could be updated more frequently - even a stretch to be a con... It would be nice if there was a newbie section for an admin with no *nix skillset, trying to think of what would make starting out a little easier for some. Then again, if you can't google and figure out 98% of the stuff yourself, probably chose the wrong job.

Pros

It is free, scalable, easy to install. For a free software and for all the features offers in it, it is worth trying. The product is highly scalable and can handle a high volume of call. Expertise is however required to administer it and some support token should be purchased in case some issues are harder to fix by the in-house support team. If the callcenter has a reliable and good internet connection and that there are no security issues exposing it to the internet, going for a hosted turnkey vicidial solution would be the best approach.

Cons

Configuration is not that straight forward. Need to be a quite advanced IP Telephony tech to make it work.

Pros

It's powerful. It can be tweaked in many ways in order to enhance performance. If you are looking to avoid per-agent/per-seat costs or software licensing this is a good way to go.

Cons

If you are not familiar with Linux, Asterisk, SIP, VoIP Security and MySQL it may get you into frustration.

Pros

ViciDial provided for us, the flexibility to house as many users as we needed by paying per server as opposed to having to pay "per user" -- Also, the ability to have one "set" of caller IDs that I can easily switch out as needed, has been a God-send. Our other service allowed us only one caller ID or, if they allowed others, it was a big technical issue to implement with new costs. ViciDial seems to have everything we need, because if ever need it to do something, we look in the manual and it's THERE -- the functionality is endless..

Cons

So much to learn, that it can be daunting, yet the same fact is why we love the system as well... If there was a streamlined training scenario, that would be great....

Pros

It uses all the open-source standards into one powerful system. It uses mysql, asterisk, apache, etc. It has everything a call center might need and more. It has so many features that I've never used them all. Outbound, Inbound and blended campaigns. Web forms, time tracking and more. I have been using this software ever since I tried it for the first time. And its now my default choice when a client comes to me asking for a call center software.

Cons

It's not user friendly or intuitive. It's normal to get lost in the beginning. There's so many options that can get overwhelming at times. But with a some patients and a little try and error it gets easier. I highly recommend reading the manual. It's very complete.

Pros

It's free, feature rich and easy to configure. Very reliable dialer.

Cons

It lacks a few reports that would be useful for our business.

Pros

Ease of use, fact that you are in full control and can add your own development as you wish, functionality - it has all the bells and whistles of even the most expensive propriety systems as far as I am concerned. Excellent team managing Vicidial under Matt and always helpful in the open forums.

Cons

Nothing I can think of.

Pros

Ease of use, price (free). My team is know very knowledgeable about it.

Cons

Canned reporting-but we have a fix
Answering machine detection is a bit lacking
Bad numbers come back coded as NA

Pros

I love how easy it is to handle, the exceptional support provided by the vicidial team,
they are like a big family they are always there for you
it is the best tool for any call center or telemarketing company

Cons

so far I have no complaints everything I have needed I have found it in this software

Pros

Vicidial is easy to use and easy for new employees to learn. In my ten plus years in telemarketing it has been the only software we have used. I like being able to go from one office to another and instantly know how to use the software because VICIDIAL is the standard!

Cons

Sometimes when there is no sound, I will have to go into our software on the computer (ZOIPER) and re register the dialer, this is likely not a fault of VICIDIAl, but a driver issue

Pros

It's cost effectiveness, and it flexibility.

Cons

The support can be challenging for hard to solve issues. But nothing a little research can't handle. There are some gray areas nonetheless where portability of features and applications are involved.

Pros

1. Open Source
2. Community
3. No bloatware with some features free for trial and the get subscribed for actually relevant features.

Cons

1. Lack of some reports
2. out of the box security (sysadmins can harden it to the core, but for average user)
3. HTML5 & CSS3 theme support at least for agent interface.