About VICIdial

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording. VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary. Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more. Support is available online and via email.
VICIdial Software - Live web chat
VICIdial Software - Real-time report
VICIdial Software - System summary
VICIdial Software - Admin settings
VICIdial Software - Outbound customer scoreboard
VICIdial Software - Live web chat - thumbnail
VICIdial Software - Real-time report - thumbnail
VICIdial Software - System summary - thumbnail
VICIdial Software - Admin settings - thumbnail
VICIdial Software - Outbound customer scoreboard - thumbnail

VICIdial pricing

VICIdial has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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VICIdial Reviews

Feature rating

Value for Money
4.9
Functionality
4.7
Ease of Use
4.3
Customer Support
4.6
5 reviews of 255 View all reviews
Juan Carlos
  • Industry: Entertainment
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/4/2018

Amazing software for outbound calling

It's an inexpensive solution which allows complete management of any outbound campaign. It's fully customizable which makes it really appealing, you can have different campaigns and different strategies to call. If you don't have too much money to invest, this is your best choice.

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.

Ryan
  • Industry: Telecommunications
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
2
Customer Support
0

4
Reviewed on 4/5/2018

If you need a call center, Vici is there for you.

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.

Gregorio
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
3

3
Reviewed on 12/9/2022

Pretty good software to start a contact center!

Good software to start a contact center business, with ups and downs, weaknesses that affect growth and force you to move to other more complete software,

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.

Response from Vicidial Group

We recently added a new enhanced reporting module(VERM) with dozens of new comprehensive reports. It is free and included in the VICIdial software codebase, you just need to upgrade your system to get it.

Replied 1/11/2022
Gregory
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 30/4/2018

ViciDial is our dialer of choice for good reason: it's incredibly powerful and is a great value

I've built a great business over the past few years, and ViciDial is the foundation of my business.

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.

Carla
  • Industry: Pharmaceuticals
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 30/11/2019

Very good dialer system

In general, it works for your purpose, which is to generate a flow of outgoing calls and increase the efficiency of users.

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.

Response from Vicidial Group

Vicidial does not actually web use browser cookies, and it never has.

Replied 2/12/2019

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