Who Uses This Software?

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


Average Ratings

84 Reviews
  • 5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Vicidial Group
  • www.vicidial.com
  • Founded 2007
  • United States

About This Software

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.


Features Checklist

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

Product Reviews

Overall amazing platform with functions beyond our wildest dreams!

May 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Flexible, every feature you could imagine. We are planning to roll out so many additional features in the near future to help our sales team

Cons: Support was difficult to schedule, unresponsive. Wish their was a virtual option for deployment; VMware or Hyper-V.

Overall: We reach 100's more customers with the dialer then possible without!

I spent money on predictive dialers; I should have installed Vicidial for free!

May 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: The web based software we used was called Vicidial. In February 2017 I stopped using the fronters, and started researching this "Vicidial" program. I assumed the guys in the PI had spent hundreds of thousands, like I did, on predictive dialers. When I learned that you could install Vicibox just like installed linux on a computer, and that it would do the job of a predictive dialer and that the program was free, I was astounded. Quality wise and feature wise Vicidial is 100 times better than the predictive dialers I paid thousands for, and Vicidial is free! I've had vicibox in production for a few months. First one server, then evolving into a cluster of a database, web, asterisk server. What would you like a dialer to do? Vicidial does it! Vicidial does everything you ever wanted in a predictive dialer. A true Godsend!

Overall: Where should I start? I never knew a software program could do the same job as expensive predictive dialers. I got the best predictive dialer on the planet now, and it cost me nothing. nada, null. it's unbelievable!

Reliable, scalable, open source and packed with features for almost any use case scenario.

May 12, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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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).

ASterisk PBX/Dialer Consultant

Apr 17, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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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.

Overall: I have been using Asterisk since 2008. I got into it so much that I branched out into focusing on PBX administration. I previously did networking, system administration, basic programming and database management. Now I focus on providing PBX and dialer consultancy/support to small call centres.
Asterisk provides a cost effective platform for small to medium size organizations. It is my flg ship solution and I owe my introduction to Asterisk to the current career path that I am on. Glory to God!

Recommendations to other buyers: Keep on developing this software, it is a niche in the future of telecommunications.

The only credible alternative I know to paid solutions

Apr 11, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Open source, predictive dialing, manage both inbound and outbound calls, open to customization and extension

Cons: A bit complex to get started with it : you need to master both asterisk and vicidial

Overall: We tested it but we haven't gone into production at the moment. The learning curve is a bit steep but vicidial is the only alternative I know to paid solution. It could help you save money. The whole package is customizable and extensible so that you can develop a unique customer experience.

best dialer

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: very sophisticated and feature-rich

Cons: very complex initial setup

Overall: I am using vicidial for about 10 years. it has improved the business process a lot. Our call center has got more than 50% efficiency increase.

I have been operating several Vicidial Servers uninterruptedly for 4 years

Apr 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Comments: I have been operating several Vicidial Servers uninterruptedly for 4 years. In Insurance companies, 24 Hour Emergency Services and telesales companies, with up to 300 positions. My clients are very satisfied with Vicidial.

Recommendations to other buyers: It is essential to have advanced knowledge in Asterisk PBX

Simple Design, Awesome Features, almost everything a blended cal centre would ask for.

Apr 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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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.

Overall: Been using it for more than 3+ years now. For multiple call centres with varied sizes and requirements, The agents learning curve is most easy, compared to administrator or campaign manager. Lacks some reports, which can be generated manually by exporting data. The best part is community and support with mattf responding to majority of relevant queries.

Performant but not easy to use

Mar 29, 2017
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Vicidial is an open source software for outbond and inbound dials with all features for call center. Despite an .iso distribution (Vicibox) for simplifying deploiement, setup and administration are n't easy with an unfriendly interface.

10 years in!

Mar 22, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Cost and stability.

Cons: Complexity of options, interface.

Overall: I've been using, hosting, and supporting this software for a decade or so. It has it's quirks, but I love it!

Vicidial- Our call center system

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The system have all kind of requirements for a call center, from ivr robot, to predictive calls, and can record all calls.

Cons: doesn't record screen-video

Overall: we have 6 server with vicidial as a dial system, with predictive and manual configuration, is the best and more administrable system we had.

The Best Solution for Call Centers.

Mar 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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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

Overall: We have been installing VICIdial in Contact Centers since 2008, all the companies are very satisfied with the easy of use of VICIdial once it is running. For an accurate installation from scratch you needs some basic skills of Linux, Asterisk and MySQL or request to the VICIdial Group for an installation.
If you really want to get the most of your VICIdial it is mandatory to read and understand of the Manager Manual, once you read it your eyes will open because this manual has examples of each kind of campaign you can setup in the software in an easy way(Inbound, Outbound, Blended, Broadcast and Predictive Dialing).
VICIdial has the most complete functions we can expect in a Contact Center software, it can use legacy TELCO analog lines of SIP/IAX trunks, E1, T1 and use IP Phones or SIP/IAX Softphones so you have many options to start using it.

+1 Rocks solid!

Mar 21, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Full featured. Every needing for daily managment of a in/outbound callcenter is included.
Supervisoning of the whole workflow is easy for teamleders
Statistics and reports are greats
Asterisk integration quite easy
Support from developers and from comunity is very good

Cons: First installation a little bit tricky. But only the first time you approach this software.

Overall: We use ViciDial since 2007 and it fulfilled all the needings for many callcenter we manage.
It is actually the best Opensource software for this purposes.

Recommendations to other buyers: It is a very stable software. This is a great plus for production envirnments.

amazing product

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I have been using Vicidial for a long time. It's a great software. I even travelled 15000km to take their official training.

Vicidial review by LSD

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: stability , feature set

Cons: Graphics are not eye-candy .
Lack of user friendliness in configuration

Overall: This truly awesome product. Once configured it works like a beast , nothing to worry about
It's bit hard to configure (in the perspective of user friendlyness)since there are a lot of parameters to deal with. But it's also a good thing that the admin has the full control.

Best discovery I've made finding this wonderful product!!!!

Mar 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy to cluster and grow. Very simple setup but has all the features needed.

Cons: Can you guys PLEASE PLEASE update the GUI to something in this century.

Overall: Trying to find fully featured call center that doesn't break the bank is no small feat. New call centers that are growing rapidly need a cost effective but reliable and easy to scale platform. Vicidial has created a platform that can handle even the most complex call center needs. I absolutely love this product!! Those guys rock.

Never failed to meet our requirements.

Mar 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy to use and understand

Overall: We've been using Vicidial for the last 4 years now, both on Goautodial and Vicibox, and it never failed to meet our requirements, whether it's for inbound or outbound campaigns. The documentation/manual is superb. All that you need to know about Vicidial can be found there.
Support forum is also great. You can always find quick answers to the queries that you might have.

Perfect Dialer!

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: Simple and Easy to manage, Customizable, Open Source, Can work on any 3rd party CRM.

Overall: Best dialer we ever use, can be clustered for multiple users. No special hardware requirements, can work on any servers.

Recommendations to other buyers: Its a complete dialer features we all need.

Vicidial is one of the best voip call center suite

Mar 17, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Support, full of feature and customization. Full open source !

Cons: sometime a little bit tricky to understand the whole picture. But with a the good manual (I purchased it many time), it should be easier

Overall: I'm using vidial for call center, IVR, and broadcast voice message. It took time to come into but all the features are just amazing. And more important, support from community and the authors are just first class.

Recommendations to other buyers: When somebody help you on community forum on vicidial, please help some others, for me it is one of the best open source in VOIP World

Most Flexible & Customizable Callcenter Suite

Mar 17, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Settings, ability to customize and integrate with 3rd party products, vast community support.

Cons: GUI- The agent interface lacks the polish of modern html/css layouts. Initially, it may be a turn off when evaluating, but the benefits under the hood more than offset the interface design shortfalls.
Organization of Settings - Since there are so many configurable options, it can be a bit daunting locating the settings you need to change.

Overall: Vicidial is great for small & large call centers alike. Its features, configuration settings & integration capabilities allow it to be customized for almost any environment. The fact that it's open source is a plus. Strong community of users and very easy to locate knowledgeable consultants to assist and support the product.

Vicidial Rocks!

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Everything

Cons: Nothing

Overall: This is a great software. However, the more leads you load the higher the tendency of making it slower. We had a customer that loads 32M+ leads it slows down the system. Separate Lead Management System anyone? :)

I really love this software. Infact, I've been using this since 2007 and I never tried to look for alternatives. VICIDIAL FOR LIFE!

Recommendations to other buyers: Use separate lead management system. DO NOT USE vicidial_list as your leads repository

Awesome Open Source Dialer

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Easy to use. Open Source

Cons: None so far

Overall: We've been using Vicidial for over 7 years now. It's awesome and cost-effective open source dialer. It is easy to manage.

Recommendations to other buyers: Cool. Awesomeness!

Very good open source Call Center Suite

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: It is an open source.

Cons: complicated for big setup with disaster recovery requirements.

Overall: Deployed Vicidial Call Center Suite since 2006 in the Philippines with Outbound and Inbound setup or both.

Recommendations to other buyers: The software can be implemented for free if you know your way around or else you need to hire a consultant to do it for you.

Best high volume dialer for call center

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: Flexible, scabale, open source and lower TCO

Cons: Hardware resource hungry

Overall: In Nethawk (call center solution provider) company we have done 200+ installation. The overall quality of software is extremely good using the option to use Nginx web server instead of Apache gave us more reliability in deployments. In fact it is very easy to use when we compare with Avaya solutions, People in Call center industry are very familiar with its interface or they can learn it quickly due to its smooth learning curve in fact vert adaptive among your team. As far as features and functionally is concerned it is complete suite with bells and whistles. It is highly customable and programmable. You can create any functionality we have converted same vicidial from outbound dialer to broadcasting and lead capturing machine.
Customer support I must say is great there are many resources available the vicidial group is very helful otherwise the professional company you are dealing with should have same resources to fix your problems. It is open source and no vendor lock in.

Recommendations to other buyers: You need to work on integrations with CRM or build CRM modules

Help us to fill the need for a Call Center solution

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: The open source model and all functionalities it has.

Cons: Definitely the user interface for the agent and reports that are presented in txt mode and cannot be exported to excel or pdf.

Overall: We are VoIP specialist and software developer with more than 10 years of experience, and when we found this product 5 years ago, it was the best solution we found that fited our spectatives and it is still the best.
Now we are developing parts of software to integrate costumer's existing CRM/ERP and other solutions they already are using in their business proccess with Vicidial.

Recommendations to other buyers: Always consider the hardware recommendations given in the install guide. I recommend you better exceed them.

cyberideas

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: free, stable, simple

Cons: the GUI must be better

Overall: this software works great we use this product from 10 years ago and always like a great solution !!!

Vici Dial exceeded my expectations!

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: I have used the product from day 1 and have enjoyed watching it grow and expand to the robust system it is today I have e run many dialer systems but will always go back to vici

Cons: none

Overall: Vicidial is the best contact center suite I have come across comparing to any other closed source or open source. I have used the product from day 1 and have enjoyed watching it grow and expand to the robust system it is today I have e run many dialer systems but will always go back to vici

A great tool for lead generation campaigns

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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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.

Overall: For the last few years we've been supporting ViciDial installation for the telemarketing and call center industries. Our company provides dedicated servers in the cloud and the actual SIP trunking for inbound or outbound calls and somehow we ended up involved with supporting ViciDial for our customers.

Among a variety of tools out here we found that ViciDial enables telemarketers to run 'Press 1 campaigns' or 'Voice broadcasts campaigns' with professionalism. In those markets wanting to avoid a "per agent" cost ViciDial is a great tool. A typical customer of ours makes 200,000 calls a day in average to get new prospects and eventually close more deals. I'd say without ViciDial this task would be very demanding . And thanks to our CRM integration agents become more effective and efficient.

Recommendations to other buyers: Get a CTI (computer telephony integration) with a good CRM software so you can get the best out of ViciDial. Also get a good SIP Trunking provider that allows you to use a lot of ports/channels so you can get many simultaneous calls.

Call Center Software That Simply Can't Be Beat!

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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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.

Overall: We have been implementing Vicidial in our clients environment for the past 10+ years and have always been amazed at how customizable it is as well as how easily it scales. It has grown into an enterprise grade product with all of the features you can imagine. Couple this with a great CRM system and you have everything you'll need and much more to manage your call center. Due to its customization and feature set, its not for the faint of heart, but with the team of experts supporting the product you will find that there is nothing else that even comes close to its value and stability.

Recommendations to other buyers: Wanted to remark about how well the team supports the software, there are pay for software companies that don't respond as well and as quickly as this team does. Kudos!

Open Source is an option

Mar 16, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: Features
Price
ease of deployment

Cons: It can be tough to wrap you head around how the calling campaigns are structured. It is a different structure than the proprietary software I have used in the past.

Overall: Vicidial has been a surprising experience for me. I looked at open source dialers 4 years ago and decided they had a ways to go. I took another look in summer of 2016 and was surprised by how much work had been done. It has every feature I could hope for including Interactive Voice Response. If you are shocked by the prices of proprietary dialers and have experience with linux, Vicidial is a real option.

Recommendations to other buyers: Buy the manual

Reasons to Choose Vicidial

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: The fact the software is so robust mixing inbound , outbound and broadcast on a single platform.

Cons: It can be a little daunting to learn from the manual alone, but once you learn the vicidial interface it is really easy to use.

Overall: I have used many other call center solutions over the years and Vicidial is as good or better then any other option, without the hefty expense of adding additional agents.

Recommendations to other buyers: If you take your time to understand all the features of the software, you will be amazed how robust and effective your call center can become.

Life Saver

Mar 16, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: customization

Cons: the omission of needed customization features

Overall: With so many features to utilized, it allows you to flexibility and versatility.

after the introduction to VICIDIAL, it was simply a no brainer to sign up for such a tool.
I would recommend for any organization large or small;

The Future of the Call Center Industry

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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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.

Overall: VICIdial has, over years of constant and thoughtful development, established itself as the Microsoft Office equivalent of call centers. I see it everywhere.

A quick overview:

VICIdial lives on a server, and is displayed to your sales agents via their web browser. They run a small (usually free) soft phone on their computer with a headset, and when they log in to VICIdial, their soft phone rings, they answer the call, and begin their work.

A bit more detail:

Because the software suite is open source and free for anyone to download, use, and modify, I've seen (and personally created) customized solutions that do everything from accept orders from a 3-rd party sales website to literally delivering room service orders using robots (really!).

VICIdial scales from single servers with small call teams, to clusters of dozens of servers and hundreds of agents. If you're paying for a proprietary solution, you're probably doing it wrong.

I get calls from call center owners looking to switch to VICIdial constantly. Do yourself a favor and take a hard look at the VICIdial Call Center Suite.

Recommendations to other buyers: VICIdial has a very active community! Use it! Almost everything you want to know about VICIdial has been asked and answered. The official forums are a fantastic resource, as are the dozens (hundreds?) of videos available on YouTube.

Perfect 600 seater call center

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We have a 600 seater call centre, with 3 vici clusters. The software is dose exactly whats written on the box- and it does it well! The support team is very responsive and knowledgeable.

Greatest Open Source Contact Center Software Solution

Mar 16, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Total Ownership Cost
Reliability
Technical Support

Cons: Non-English speakers support
New features implementation

Overall: I've tested ViciDial for some time and it has proven itself to be reliable and extremely fast and capable of attending user's needs.
Once you understand it's not a closed source product and invest some time learning the system, you'll be in good hands.
Other option is to hire specialized support on installing and maintaining the solution. You've be free from technical headaches for a fraction of the price any other solution would cost you.

Recommendations to other buyers: This is the perfect solution for those who are starting their contact center. It's flexible so that you can scale up when needed. Besides, the investment on the solution is a fraction of the alternatives.

Using since 2005, best overall open source solution

Mar 16, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Very simple to setup and configure for all types of campaigns.
Can be load balanced for almost unlimited scalability.

Cons: Visual interface needs improvement along with reporting.

Overall: I started with Vicidial version 1.0.7. Over 12 years later, I still think its the best open source contact centre solution hands down!

Very easy to setup when you follow instructions and there are now many ways to deploy too.

Very happy to see that the system is fully compliant with FTC regulations and makes management very easy across outbound, inbound, and blended campaigns.

Only con is the UX/UI that could be improved, especially for reporting. But as a tech person, I am happy to have function over form :)

Recommendations to other buyers: Follow the setup instructions to have a easy setup.

Best Free Dialer for Contact Centres - VICIdial

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Overall: We are a 50, 80 seat call centre and have been using VICIdial for over 5 years. It works perfectly for manual and predictive outbound calling as well as inbound calls. It¿s quite remarkable that it is a free software suite, as it works just as well if not better than most paid solutions.

The dialer is full of features and easy to configure.

The support forum is great for any assistance required with most queries being answered by the developers personally.

The software has great reporting capabilities, however, I feel it lacks a few reports that I believe would be useful.

I would recommend the software to any call centre as it is free, very reliable and easy to use.

Thanks to the developers for designing such an awesome piece of software!

Recommendations to other buyers: I rate this software very highly and would recommend giving it a try, one bitten, I doubt you will turn back.

Vicidial review

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Little complicated and little delicate, but very proficiently written pics of software.
Provides many functions available in expensive and proprietary programs. Very timely support provided by Matt and the community in the forum.

We will never again use another call centre system.

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

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.

Overall: I consider myself to be a call centre specialist for more than 10 years and have been using Vicidial for 6 of those years. After switching from very expensive systems to Vicidial I have never regretted it once. Apart from costing nothing it had MORE functionality than any of the expensive closed sourced systems that I used. I was so impressed that I sponsored some of the development of Vicidial. We run 300 seats on Vicidial both inbound and outbound.

Recommendations to other buyers: If you are not convinced then just load it on one machine, test it and I can assure you that you will be addicted to the system in no time!

Excellent Open Source Call Center Solution software

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Continuous improvement and development and able to adapt to new software trends.

Cons: Database structure or format is my Isam

Overall: It a great software for a call center, not only it cut cost it is continuously improve, impressive for it is design to evolve in a highly redundant system specially when serving more than 100 call agents. Thanks to it flexibility

Recommendations to other buyers: Most of the database are in innoDB format to better improve database security

Professional Call Center software for free

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: flexibility, features, open source, good support

Cons: sometimes prone to errors due to web/ajax only agent interface

Overall: We use Vicidial in our call center for over 8 years. Once you master it, it is a very powerful solution. It needs proper equipment and the right config skills, but once implemented correctly it brings only satisfaction. We cover 4 locations (all being remote to Vicidial servers) and ~200 agents. We are able to provide our customers almost all features available in the commercial suites and keep a competitive price. I totally recommend Vicidial for small and medium call centers for the flexibility, innovation, features and for being an open source solution. Thank you guys!

Review by Abdul Razaq

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Free

Cons: None

Overall: Excellent dialler and easy to use and configure. I have been using this since 2010 and found very good. In start bandwidth was expensive call compression feature for vicidial brilliant.

Recommendations to other buyers: No

SOLID SOFTWARE

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Versatility, open-source

Cons: Web interface

Overall: I took us about two days to get it working the way we wanted; but once we figured it out, it has been running non-stop. We use it daily for outbound calling and we have yet to find what it can´t do.

I Like ViciDial

Mar 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy web interface

Overall: Easy to use also easy to administer, we use it for our call center company and the company hasn't looked back

Good product

Great Contact Center Software

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Price.
Features.
Capabilities
Multi channel support

Cons: Ugly GUI

Overall: An open source effort that is active and responsive, Vicidial has come a long way since we first began to use it. It now features multi channel support for voice, email and chat, both incoming and outgoing.

Vicidial has a well rounded dialing product for both outbound and inbound. Multiple outbound campaigns and incoming groups can run simultaneously. There is good support for regulatory compliance e.g. time zones, state and national holidays, drop rate etc.

New features being worked on are in the sphere of email and chat, both largely inbound focused.

Updates are regular, and the latest set of features will position the software well for the new wave of eCommerce startups.

On the downside, the fast paced development effort does result in bugs, especially in the bleeding edge feature set. New configuration parameters add to a lengthening list that increases the learning curve. Further, the GUI is ugly enough to belie its capabilities, but there is good work done recently on that front.

Overall I would highly recommend the product.

Vicidial All-in-a-box Solution

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: scalable and efficient

Cons: asterisk limitations

Overall: This is a very useful product and was able to help us build a clustered solution from scratch. Good Job.

managed campaign dialer

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: highly customisable and advanced deployment options

Cons: setup time.

Overall: advanced contact call manager software. Check it out you wont be disappointed once its running, many features and options to suit advanced setups.

Recommendations to other buyers: great software, its wise to download the manual

Best Open Source Predictive Dialer

Mar 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Free and Open Source! Very flexible and customisable, you can tailor fit it to any requirements you need.

Cons: You need to be technically inclined to set this up.

Overall: We have been an avid user of Asterisk and Vicidial since the early 2007 until now it's still the best open source predictive dialer in the market. It will cut your cost to more than 90% if you will be using Vicidial. We fully recommend and support Matt and the whole Vicidial Team. No proprietary dialer can match the price and flexibility of Vicidial.

Recommendations to other buyers: RTFM

Best Contact center suite --Vicidial!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Vicidial is the best contact center suite i have come across comparing to any other closed source or open source be it Aspect, Avaya , Cisco or Nortel Symposium. Has all enterprise features required for any contact center and has granular reports similar to Nortel Meridian MAX/ Nortel symposium. We recommend Vicidial contact center suite for any enterprise .

Excellent product and service

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The simplicity

Cons: The lead loading

Overall: I have used the product from day 1 and have enjoyed watching it grow and expand to the robust system it is today I have e run many dialer systems but will always go back to vici

Recommendations to other buyers: Definitely worth the time

Great software with Great support!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The easy to use and configure. The tech support.

Cons: The first set up, because it is Linux based.

Overall: We have used ViCiDial for about 4 plus years. Easy to configure, very fast tech support. They even helped out with an issue that turned out not to be ViCiDial related.

Recommendations to other buyers: Always get your updates for the software.

Most Bang for the Buck!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It's free and open source.

Cons: Wish it had the functionally for ringlets voicemail drops.

Overall: I started a call center with this software and a computer I bought in Walmart about 6 years ago. Vicidial has improved significantly over the years both in features and functionality. I've built a very successful business with this software and will never switch away.

Amazing Application!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Excellent application for what we need. The amount of options and resources available exceeds our expectations.

best ROI !

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: everything.

Cons: nothing.

Overall: I am a very experienced call center professional, the value, the professionalism, the willingness to actually service a customer's concern that this company delivers if the best in the industry.

Recommendations to other buyers: no

This is a great product been using for 5yr

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: complete set of contacts services, open source environment

Cons: you do need to have technical skills, or hire a good consult

Overall: This is a great product been using it for 5yr. It's hard to believe that such a complete product is open source, couldn't recommend this product more. If you're in doubt try it out, its FFFFFREE! You do need a little technical chops, but there's a lot of consultants out there that can help you.

Great piece of software

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Very feature rich and mature piece of software that has capabilities encompassing everything we need. If we want a new feature, we just have to customize.

Cons: none thus far.

Overall: We are currently using Vicidial for our inbound callcenter and working great. Kudos on a great piece of software!!

Recommendations to other buyers: download the manuals. they are a big help.

Best Free Open Source Contact Center Software I have used

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: I love the agent interface and how easy it is to configure vicidial from the web interface. I also love the fact that you can monitor your audit log and determine which user made changes to the system. I am comparing vicidial to elastix with call center module installed. Vicidial is way above.

Cons: The reporting can be improved. Some of the reporting is text or html base and should be csv or excel. Also the scripting engine can be improved especially for capturing information from customers. The documentation for clustering is not all complete. I wanted to try the clustering but realize that the instructions for setting up clustering was not all there.

Overall: I have seen vicicial on forums before but didn't think much about it until I was introduced to vicidial by someone from Pakistan. Without any prior knowledge I was able to follow the install instruction provided online to install and configure the vicidial single server system. I have also used the hosted platform which I was also pretty impressed with. I am very much impressed with the vicidial platform, the feature rich modules that's included with an open source product that is totally free. I have over 3+ years using the vicidial product. The admin and agent manual are also great compliment for anyone wanting to learn how to use the system. I will recommend this to anyone with small, medium or even a large center as there is support available and the creators of this product can hold your hand and assist you if you are willing to pay for commercial support. Great product.

Recommendations to other buyers: Maybe the creators can build and sell reporting modules so that if customers want specific reports that's not included in free version they can buy if required the reporting module or any other module that can be sold.

Best Free Open Source Contact Center Software I have used

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have seen vicicial on forums before but didn't think much about it until I was introduced to vicidial by someone from Pakistan. Without any prior knowledge I was able to follow the install instruction provided online to install and configure the vicidial single server system. I have also used the hosted platform which I was also pretty impressed with. I am very much impressed with the vicidial platform, the feature rich modules that's included with an open source product that is totally free. I have over 3+ years using the vicidial product. The admin and agent manual are also great compliment for anyone wanting to learn how to use the system. I will recommend this to anyone with small, medium or even a large center as there is support available and the creators of this product can hold your hand and assist you if you are willing to pay for commercial support. Great product.

Great contact center solution.

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to install, easy to configure.

Cons: In the old versions, the security may be a concern (defaults passwords, defaults extensions). I hope this has been improved in the latest versions.

Overall: Since 2010 (or before) Vicidial has been the best open source solution for contact center. We´ve used vicidial for a contact center with 20 agents and worked flawlessly. It was very easy to configure and the agents worked very well with little or not dead times between calls.

Recommendations to other buyers: pay attention in the security configuration.

The only real choice

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Huge feature list and highly configurable.

Cons: To get the most out of this software read the manual follow the posts, try and share recipes and go grab your propeller hat.

Overall: When we were setting up VoIP in the early days we trued them all. Vicinity was and still is the best. We don't use the hybrid fxo boards anyone but we could not imagine using any other predictive dialler solution for out blended call centre. Double thumbs up and a big thank you for changing my business.

Recommendations to other buyers: Define your goals and dream call glows, then experiment and test it till it is right

Easy to use

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: easy to use

Cons: the ability to run 2 concurrent ISP 's per dialing node

Overall: vicidial software is easy to install and very user friendly. I would highly recommend it to any call center

ViciDial Review

Mar 15, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

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

Overall: My organization(s) have been using Vicidial for a number of years. Currently we use via a web based server and multiple centers access it. We have found it very user friendly and, of course, the price is right.

What is lacking is a robust answering machine detection and when numbers are bad they come back coded as NA. Also, the reporting needs to have a someone with knowledge convert into easier to read reports. That being said if you are aware of these limitations you can work around them.

Obviously, it is a fast growing and very popular dialer platform. We use it for both inbound and outbound with great success.

Recommendations to other buyers: Find someone who knows what they are doing to help install and educate how to use.

Extremely versatile and very powerful

Mar 15, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Fast, powerful, free

Cons: It has a big learning curve.

Overall: We have been using vicidial for several years now. Its not the easiest system to use but its extremely powerful and versatile. And you cannot beat the price.

Recommendations to other buyers: It scales quite well. You can run it multiserver from the start or start with a single server and move services to multi servers as you grow.

Way Ahead Of the Pack!

Mar 15, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The amazingly rich array of features.

Cons: Figuring out how to use the amazingly rich array of features.

Overall: I've worked with most dialers over the last 20 years, and Vicidial is the supreme OpenSource dialer available. The underlying Asterisk 11 has been tuned to Vicidial so reliability is off the charts compared to other Asterisk based systems. The built-in agent interface is very flexible and allows you use your own custom fields in the scripts. The Vicidial API gives you the ability to create your own Agent interface exactly the way you want it. Paid support is available from multiple sources, so you are never stuck without help. The Vicidial forums are very active and often get answers to you within minutes. IMHO, you either use Vicidial in your contact center or you are paying far too much for far too little.

Recommendations to other buyers: 1. Download ISO 2. Download and read free manuals 3. Install ISO 4. Dial for $$ 5. Check out free and paid support

I love Vici it's easy to use!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use.

Cons: None

Overall: I use the open source version and have no complains. The system forum will always help of you have any questions or issues.

Recommendations to other buyers: It's very simple.

Greatest open source contact center software ever

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Open source, php, mysql based.

Cons: Code base is a bit messy if you're going to mess with things yourself.

Overall: Vicidial is the single most important piece of software we use in our call center. We have around 100 agents taking inbound calls and making outbound calls using Vicidial. We've been using Vicidial for over 5 years. The capabilities it provides us can't be found anywhere else in an open source package. The user community provides great support and help with getting off the ground. Our business wouldn't be nearly as productive without it.

Recommendations to other buyers: The forums are super beneficial, the free support offered there by the community and the founders is bar-none.

Best Predictive Dialer on the Market!!!

Mar 15, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We had previously used a closed source predictive dialing platform and were getting tired of being nickel and dimed every time we added users or additional lines. The software was also lacking many features. I would be embarrassed to tell you what we paid for the system. This experience led us to shop for a new platform and that is when we came across Vicidial. I am so happy we found them! The fact that it was open source and essentially free made it an easy switch from a financial standpoint. After downloading the manuals and we were able to install a server using their Vicibox installer package. We needed a little help with some advanced configuration so we purchased some support hours from the Vicidial Group and they logged in remotely and got us squared away in a flash. That was about 7 years ago and with each new version the software gets more robust and feature rich. Over the years I have recommended Vicidial to numerous colleagues and have never been burnt. If you need a predictive dialer I would highly recommend Vicidial.

A really great product

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: VT dial is a great service that has helped me Propel my company into the high profit a week range all the IT help is great. Wouldn't give it up for the world!

The solution for a call center any size

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The interface that the system got for real time report.

Cons: This system doesn't record video

Overall: We got 6 servers with this software, that is capable of inbound and outbound calls, record all the calls, manual, progressive and predictive calls.
The reports of this software covers all our needs as a call center.

Recommendations to other buyers: If you need a high performance server, is needed a sangoma card for the lines with eco canceller.

Vicidial is Great!!!

Mar 15, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have been very pleased with vicidial over the years. We have a consultant that runs things for us, so I'm not 100% familiar, but I sure know it gets the job done and my consultant (who I trust very much) swears by it!!

Been using Vicidial for 8 years now

Mar 15, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

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.

Overall: I'm a very active vicidial user and have multiple servers and we have dialed millions of numbers over the years. All our projects are in The Netherlands.

ViCidial is hard to learn but once you have it under control it's an enterprise class solution. It's a great outbound and inbound tool and very scalable. The system is very stable, i've never had a single minute of downtime because of the design of the platform. It's also virtually maintenance free.

In some regards ViCidial is still missing some things. For instance the ability to build your own reports and export templates and the possiblity to do skip logic surveys. The agent GUI looks old fashioned but this is not really important for the agents but this would make it much more attractive to a broader audience. Finally an integration (lead loading, call logs, click to dial, etc.) with SuiteCRM would be very welcome.

However you can integrate with any CRM if it allows an URL to view a lead, you can set this up in a few minutes! Recently automated reports was added, a great feature to get daily reports via e-mail. If you make a comparison with other dialers i'm pretty sure Vicidial outmatches every system out there when you look at the amount of features.

Recommendations to other buyers: If you want to try vicidial yourself you need a decent amount of knowlege of Linux to maintain your system. If you do not want this then simply choose for a hosting provider like vicidial.com or a party more familiar with your local market.

Great software

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It's robust, flexible and easy to use.

Cons: The end user GUI should be better

Overall: We used VICIdial as a contact center software for several projects. In all of them it worked very well, and we achieved all of our goals. It's robust, flexible and easy to use. The predictive dialer works like a charm. It's capable to manage complex active campaigns.

Recommendations to other buyers: It's a great software

Robust, Reliable Dialer packed with Features

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Open Source, Robust and reliable. Using it for 8 years and more. It has stood the test of time in our call center and every new version improves functionality. Integrates well with CRM applications. It has been a reliable dialer platform on which our outbound call center is built.

Cons: The GUI and agent screen is dated and not visually attractive. It doesn't impede performance all of course..

Overall: Great open source dialer in use for more than 7 years in our outbound call center. Reliable and packed with features. Constantly evolving and improving. Lots of integration options with CRM (Vtiger) and third party applications.

Recommendations to other buyers: This dialer has stood the test of time and through active community feedback keeps getting better and better. Loads of features. Able to do everything from robodials, blended campaigns, inbound campaigns.

Greatest Open Source Call Center Suite

Mar 15, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: flexibility

Cons: the user interface looks really old

Overall: We had switched to VICIDIAL on 2012 and had scaled up one of our team. It is extremely flexible to automate and enhance. The functionality is almost everything you could think about.
The UI used to be the most disliked part of our but the new changes on the UI looks quite neat.
Overall a very satisfied consumer of the VICIDIAL application.

Regards,
Mehran

Recommendations to other buyers: its a great software but if they can make it easier to developer like me to connect and contribute it would be greater

Best call center software

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I've been installing VICIdial for more than 10 years, no issues and or problems. It fits all my clients on their call centers.

Vicidial callcenter suite

Mar 15, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: Complete license free suite to mánager callcenter based on Asterisk.

Cons: Perhaps their statistical reports can be improved.

Overall: Vicidial is the best choice to give our customers a complete management of their callcenters.

Vicidial easily can run innbound and outbound campaigns with houndred of concurrente calls.

Best Open Source Solution for Call Centers

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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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.

Overall: I have been working with Vicidial for the last 8 years, unlike any other Open Source projects, Vicidial is in constant development, new features very often, svn update several times per week, major releases almost once per year.

This is a project i have seen evolve into a big, robust and reliable solutions for Call Centers, it will provide the functionality that any Call Center will require and the reports that any manager will need.

One of the best features that i love i that is so easy to integrate a custom development, it provides an API, Event Based Triggers and if it not enough you have access to the database to create your own scripts and reports and it will provide an easy way place the link on your admin panel.

Hands down, this is the best open source solution for call centers.

Best open source dialer software

Mar 15, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Takes awhile to learn but once you do it can handle most campaigns. We have been using it for all different types of outbound/inbound, B2B and B2C campaigns.

Best Opensource Dialer ever.

Oct 19, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: structure of database and easy to use and dialing.

Cons: call details report, campaign option and many things.

Overall: First of all thanks to Vicidial creators, admins, support team for giving wonderfull software to world.
Really Vicidial is an amazing product, if we do some more customization we can give more fight other commercial Dialer.

Recommendations to other buyers: many things needs to be done in this. like redial, automatic callback, disconnected number detection, logout login report, few more reports Required, Option to dial in predictive and time preview mode, time-based DNC feature, Option to align agent to multiple campaigns, Option to dial multiple numbers against an account.

VICIDial is rock solid for every callcenter

Aug 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: It's open source software enhance integration capabilities.

Cons: It needs better GUI for 5/5.

Overall: We have dozen of VICIDial callcenters running from 10-1000 Agents, highly customized and integrated to third part CRM systems.

Wonderful Call center Suite

Aug 02, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Stability.. On time bug fixes. Awesome forum support. Scalable for SME businesses

Cons: UI, Its a basic PHP coding. It can come up with advanced PHP framework UI, If we support

Overall: One of the wonderful call center suite ever in the market with unified communications enabled.
As per my knowledge and experience. It's the best application i support and recommend other than any other products in the world.

Recommendations to other buyers: Don't stop this awesome work Matt and his team.

Best Free Software for contact centres

Jun 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It's free, open source and easily deployed.

Cons: Relies on MyISAM table engine for locking.

Overall: I've been using Vicidial in enterprise contact centre environments for over 8 years and the software itself has never once disappointed.

Recommendations to other buyers: It's a mountain of effort to produce a software system like this and it is available at no charge. Please support the developers.

The Only OpenSource Dialer that works and is well supported. Saved so much money!

Jun 15, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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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.

Overall: We had a proprietary (dialogic based) PBX called Televantage and the Owner did not want to renew that (very expensive) lease. Although Televantage had an add-on for "dialer", the entire system was seriously expensive. Vicidial does not require proprietary hardware, although it is based on Asterisk and will use any compatible VOIP hardware. It is capable of running a small one or two person operation, mid-range 25-50 person Call Centers ... and ultimately can be "clustered" to manage virtually unlimited users. Although we've never gone over 150. LOL

Recommendations to other buyers: Anyone who is Not Sure about it can simply download the .iso and install it in a Virtual server such as vSphere or VMware or Virtualbox. That won't be able to run an entire office, but is very well-suited for full development and operation for a single user to prove the Value of this (FREE!) software.

Great open-source contact center software!

Jun 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Free, stable, open-source, no required contracts, works with any telco carrier

Cons: There are almost too many features. You can get lost in all of the configuration settings.

Overall: We use VICIdial in our small call center and it does everything we need it to, and more! We use it for inbound and manual dial calling, and we just started testing the new built-in website customer chat functions.

Recommendations to other buyers: Try it out, it won't cost you anything, and you may find as we did that it's better than your existing very expensive call center software.