VICIdial

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

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

Pros

The most powerful Open Source power dialer and CRM in the world.

Cons

It seems outdated and is in part because it can be modified

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

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

Reasons for Choosing VICIdial

Reasons for Switching to VICIdial

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.

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

Pros

We have been using ViciDial for our digital marketing firm for years. Vici is an easy to learn dial software that allows for open source integration. ViciDial has allowed us to integrate live call stats into our CRM software as well as many other pertinent features that help overall workflow. My favorite part of ViciDial is the user-friendly interface for both admin and agents.

Cons

I would have to say the only complaint I have is that vici is not physically appealing. The interface looks a little dated, but nonetheless does not affect work flow or productivity.

Pros

Capabilities and features -flexibility.
When a customer is asking me for a weird something I taught myself to say: I will have a look and let you know. No matter how weird peculiar complex or out of the box is what you have been asked there are chances that Vici can do it just by playing around with parameters and menus and not writing even one line of code.
The community is extremely helpful and encouraging.

Cons

I have to admit that the learning curve for the administrator and integrator is steep and needs a lot of time and trial and error to configure the first installation. It is not so bad once you get the grasp of the software and understand where you are looking.
The menus are intimidating. I felt the same only when I tried Blender for the first time.

Pros

What i love about this Vicidial is that its free, which sometimes seems too good to be true. Scaling the deployments is far more easier than one can imagine. I have installed three different call centers in inbound and blended configuration. The flexibility to develope custom features is just matchless. "No vendor lock in" is one of the biggest reasons i would prefer this application over any other paid application.
i had read some review where people woul put a server reboot overnight to gain stability, however i have an installation of a cluster of 4 servers which has not been rebooted since once year now.
Its free, stable, reliable and flexible to build new features.

Cons

We had customisations which made updates tricky. I would also like to see a better agent screen.

Pros

It is easy to use, the features are effective and it can be access from a web platform so it doesn't have to take up alot of storage.

Cons

Wish it could do screen recording so you can see what agents is seeing when having issues we normally have to use another app

Pros

Our company is using Vicidial even before I was hired 5 years ago. It is always available and we never had a issue using it. You can use it for agents time log in and out, monitoring queueing calls, barge live calls and generate reports. All you need about the operations is available there and it can be exported to excel files.

Cons

The interface was a bit old school due to the gray, white and black background but all the details you needed is available especially when your doing reports.

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.

Pros

Free. Easy to install with an .iso installer. Powerful. Expandable. Ongoing development. php/MySQL based so it can be integrated with almost anything. Easily transferred from server to server with a database backup/restore, an update script and possibly a couple configuration file changes.

Cons

Too Complex for some users (like Chess, it CAN be played by simple rules, but when you're in competition those rules suddenly don't seem so simple, LOL). Not pretty. The interface is only for employees, but it has so many layers that upgrading the visual interface is ... unlikely. Will not run in a virtualized environment for more than 1 or 2 users, you can only use Virtualization for testing/development purposes.

Pros

Because it is based on Asterisk you can use your legacy TELCO analog lines, SIP Trunks, E1's, T1's. You can use your legacy analog phones just using a VoIP Gateway.
In constant development of new features.

Cons

It may be is not a real cons because you should do this for all the software, but especially with VICIdial If you don't read and understand the Manager Manual you will take more time to start using the software with all the capabilities

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

Naturally, it's open source which is the main appeal of the software, but, also despite limited support, it is extremely flexible based on the needs of majority of our clients.

Cons

Naturally, unlike some paid call center platforms, it doesn't have unified messaging capabilities. Also, it doesn't allow flexibility to enable our clients to remote monitor our agents given that, per server it doesn't segregate accounts, so, its clients who are given remote access will see our other accounts, if there are several small accounts on the vicidial server

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

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

It does everything you can imagine and is very extensible and coder friendly.

Cons

No real cons for me but newer users may feel a bit overwhelmed with the settings so maybe a wizard interface or something to hide advanced settings so that setup can be quicker and easier to understand. At the end of the day, if you read the manuals, you will be on your way to a working system in no time.

Pros

Easy to download and install, free to use, highly customizable

Cons

Paid support can get expensive. There are some sales related reports which would be nice to have.

Pros

Very active project
New features very often
Very Stable
Easy to scale
Easy to integrate with other projects

Cons

Eye candy, is not the prettiest GUI.
UX can also have improvements.

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

Easy to use and make changes as required by the company.

Cons

Nothing actually as the platform works effortlessly.

Pros

Easy to used and not time consuming. You can switched from auto dial to manual dial and not time consuming for my call center agents. User manual is good and covers everything that a center must know and the best of it is most of all, It's FREE

Cons

List listing, user listing, Phone listing, add search functionality and other items that tends to go long. Sometimes you cant hear anything if you don't properly install the settings and sometimes the agents can be kicked out in the dialer

Pros

Well, I like features:Load Balancing of call between multiple inbound or outbound Asterisk servers. So good for performance optimization. Set outbound CallerID per campaign or per list. Start and stop recording an agent's calls( Scripts), and Full Recoding too. Phone login balancing and fail over across multiple vicidial servers, great!!, is a redundancy option, very important. You can be logged from anywhere. Faster hangup -Hot Key,etc. I am an Voip Telephony Integrator, and in this Vicidial is Flexible and Stable. Vicidial is my firts option when i have to deployment call center solution. I like other one thing, the opertating system platform ( OpenSuse Leap ) because Vicidial working great with it.

Cons

A few points, firts one, DISPO SCREEN, PAUSE SCREEN, You know, I think, GUI can be better .

Other one, according my knowledge Vicidial do not show PSTN setting template for T1's, E1 or J1, this for company that until today has this type of Telecommunications resources for dialing and customer service. I think, Vicidial Team assume that an Asterisk PBX admin know that Or Call Center Industry is SIP Trunk oriented and legacy pbx will be unavailable a few year or right now.

Other one, is about language, translate for Spanish is not so good. but I admit is easy to set.

Pros

We run all manner of campaigns from Vicidial; sales, lead generation, support, data capture, etc. And Vicidial handles all the variables we've thrown at it, with aplomb.

Using the group and user management, it's easy to ring fence and manage campaigns.

Help is right there; alongside just about every setting is a link directly to the help section of that setting.

Cons

The user interface could do with a bit of work, could really be a bit more customisable, specifically the agent portal. The campaign management section could be broken down into labeled sections to make the vast array of settings easier to find.

Pros

I've used this software with a few different businesses that I have worked for, it is great for a starter dialer, cheap to set up, and very basic. It gets the job done for an outbound autodialer. Loading lead lists was easy as well.

Cons

It can get expensive, as you pay for minutes. Customer support is pretty much non-existent. Overall, great for a start-up but not something you would want to use long term.

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.

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

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

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

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 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

Stable, scalable, open source, many features

Cons

Agent GUI, not able to build custom reports via interface (you can design your own if you know how to code since it's open source), no export templates, no surveys.

Pros

Vicidial is the one and only comprehensive open source call center solution that has all built in features according to the user requirements. And because of its open source solution can be customized easily. Very reliable and robust product. One of the major advantage is its scalability. No license limitations. Integration with user applications is very easy. In short what a user can think about any feature, it's built in available.

Cons

The GUI of agent is very bad. It has all the features but front end is not what according to the current market trend. Color scheme also very old style. And the detailed reports never matched with others. I can understand that reports shows from different tables but user want simple report with the matched statistics. I always face time (logging and call duration) difference in reports as well as the disposition statistics difference.

Pros

The ability to scale the software so easily is a great plus. Vicidial ability to mold to any industry due to the large amount of features it offers...it truly can be a all-in-one software where it solves the need to have multiple platforms to manage information and process in day to day activity. Finally, open source is awesome!

Cons

Visually it needs work, the software feel can come off as old and tired...but it makes up for it with function.

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

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

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.

Pros

a very robust set of functionality features.

Cons

Not extremely intuitive. Functionality is a blessing, and at times, a curse. There is much to learn and figure out and the customer service model has not been ideal in our experience. There are times when it has been good and times it has seemed awful...wondering if the negative experiences are due to the nature of the model (i.e. "we can't help you because you are out of credits")

Pros

loads leads quickly and easily .generates lots of leads

Cons

repeated leads, would send out same ones even after coded

Pros

Whilst packed with functionality it remains pretty intuitive, features are constantly being added on both the inbound and outbound side and of course there are no licensing cost implications.

Cons

We've been offering VICIdial based services since around 2010. The only objections we occasionally receive are its appearance, there are prettier call centre applications available. That said, the skin is customisable to a degree, certainly to enough of an extent to overcome most of these objections.

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

-Sheer functionality. Vicidial has just about every feature and function that you could desire in a call center system right out-of-the-box.

-Customizations. Vicidial engineers are, hands-down, the most experienced and brightest in the industry - and I have yet to see a unique problem that we threw at them that they could not solve.

-Reliability and ease-of-use. The system is rock-solid, easy-to-use and easy to scale.

Cons

I really have no complaints - at all. I am a huge fan of the software and the service that this organization provides. I only wish we could clone rep. and his brilliant mind. :)

Pros

There are other "open-source" platforms, that claim to be absolutely free, but eventually you'll have to pay for, most likely with some kind of added features or integrated plug-ins, etc. So far VICIdial has really been absolutely free for us. Ok, so the interface isn't the nicest in the world, definitely not a gem to look at, but who cares! It runs light, works nicely, and has many integration options. And yes, it is actually Free. I've already used VICIdial for two call center start-ups. It works great for small to large projects.

Cons

As said above, if you like to look at nicely designed interfaces, VICIdial is not for you. Its strength is definitely funtion over form as a dialer. It is what it is, and it does what it does.

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

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).