Who Uses This Software?

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


Average Ratings

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

Product Details

  • Starting Price
    Not provided by vendor
  • Free Version
    Yes
  • Free Trial
  • 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 VICIdial

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


VICIdial Features

  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR/Voice Recognition
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Reporting/Analytics
  • Call Monitoring
  • Call Recording
  • Call Results
  • Call Transfer
  • Callback Scheduling
  • Campaign Specific Caller ID
  • Contact Management
  • FCC Compliance
  • FTC Compliance
  • Lead Capture
  • Lead Management
  • Auto Dialer
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • CRM
  • Inbound Call Center
  • IVR / Voice Recognition
  • Lead Distribution
  • Outbound Call Center

VICIdial Reviews Recently Reviewed!


Capterra-loader

I still can't believe it's free!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.

Vendor Response

by Vicidial Group on June 12, 2018

Thank you for the glowing review!

A powerful program for call centers

May 31, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The program has practically no analogues. The fact is that among the free call centers VICIdial simply does not have competitors in terms of the level of opportunities. About some of the functions you do not even guess, naturally asking the question: and so you can?

Cons: The system has practically no adequate and well-developed community. In case of any problems or issues, the decision may be delayed for a long time.

Vicidial profject is a very complete, mature and full of features software. I greatly recommend it.

May 28, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It uses all the open-source standards into one powerful system. It uses mysql, asterisk, apache, etc. It has everything a call center might need and more. It has so many features that I've never used them all. Outbound, Inbound and blended campaigns. Web forms, time tracking and more. I have been using this software ever since I tried it for the first time. And its now my default choice when a client comes to me asking for a call center software.

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

Overall: I helped me make my SIP services business.

Great software for call centers

May 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have been using VICIdial daily for the past 4-5 years and it's a great call center tool. Loading and completing dialers with long lists of customers is easy. They can be sorted based on multiple details, but most importantly by time zone

Cons: We have had some technical issues from our user side such as duplicate calls or overlapping calls, which can only be fixed by login out and restarting the system,

A very classical dialer which provides economical services

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: A very classical dialer which provides quality services in a very reasonable price. The voice quality is also good. Better than many in the market.

Cons: The only problem is with installation. At the end, you need the support person to set it up for you. No matter how many times you have gone through the process, something will change in every other account set up.

In general, it is a very good program and does not have problems in its functionality..

May 09, 2018
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Vicidial sofware is free and although has many features and possibilities so the users can do everything with it..

Cons: Vicidial sofware is not user friendly and it is very difficult to learn it..
Also i do not like the UI..

Capterra-loader

Before Vicidial we were paying hundreds of dollars per seat for our call center, Thanks Matt Florell

May 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Features and ease of use.
Free Opensource and great helping community.
I love Survey campaign feature

Cons: Agent interface can be better. I don't think any other Cons if you got manager manual you can manage it very well.

Overall: I use it for our own B2B promotions. I also provide consultancy to call centers and suggest them to use ViciDial.

Capterra-loader

Excellent Product, work very good

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Stability, availability, very solid product, has a very good programming design, the automatic survey is very good.

Cons: The graphics and the reports are not attractive, I think the look and feel can be improved more, the reports are not very good to visual.

Overall: The cost and the easiest way to install

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

May 04, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Our experience has been very good.

May 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Since IAS has installed this software we have found this to be a very useful tool. We have found the reporting feature of the software. to be the most liked feature.

Cons: Having used this software for over 2 years we have not identified any issues or challenges to date.

Overall: Benefits derived are that we were able to automate our operations and reach more persons on a daily basis.

VICIDIAL is a great platform for call centers

May 02, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Almost every feature you can imagine. All done very well. Completely open source with a great community behind it.

Cons: Difficult to configure for the average person. Large learning curve, has some database/data management limitations.

Capterra-loader

Excellent Software - Many Great Features

May 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: it assisted our business to go paperless, we are now fully automated and makes the business easier to manage.

Best call center suit ever

May 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Open Source Architecture makes it affordable to any size call center, Very easy to Use and provides Full Call Center control

Cons: Installation procedure can be long and complicated if you don't know or at least have basic knowledge Linux, Apache and MySQL

Capterra-loader

Over the last many years we have used VICIDIAL for our Clients with great satisfaction and success

May 01, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The VICIDIAL is a wonderful outbound predictive dialer and is Great at Features. Good for small to medium organisations with little budget.

Cons: We and our customers always found it Little Hard to use Interface. It's way complicated and needs a lot of improvement especially on UI.

excellcent money well spent

Apr 30, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: the ability to use remotely via the web, multi users and easy customization. wonderful customer support, great platform for scalability

Cons: good ideas going down the drain due to heavy development cost.
lack of reporting flexibility
and back end

Overall: scalability and customization were one of the biggest benefits of my establishment. also, their data security is great.

Very stable and active platform

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

I have being using vicidial for past three years and it is wonderful tool for telemarketing

Apr 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy campaign setup using copy campaign feature and user group. Further the predictive dialing function also nice feature.

Cons: No way to identify disconnected phone numbers. Carrier rejection reports not in the option or report section.

Vendor Response

by Vicidial Group on May 30, 2018

The Hangup Cause Report was added to VICIdial in 2012, we added SIP rejection code logging with Asterisk 1.8 support in 2014. This report is available in the "Admin Utilities" page accessible from the bottom of the Reports page.

This product has been the best product for value that we've ever used given its flexibility and cost

Apr 30, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Overall: Cost savings is the primary benefit, together with flexibility of the platform.

Vendor Response

by Vicidial Group on May 30, 2018

VICidial does offer Inbound Email handling and Website Customer Chat support blended into the same interface that allows agents to handle inbound and outbound phone calls. We have several clients that use the Email support as a way of handling Faxes and SMS messages as well. As for segregated accounts, that is the whole reason we added User Group segmentation several years ago, to allow groups of users to only see what you want them to see. If you have questions about either of these, please feel free to contact us or post to our User Forums.

Amazing and very complete and elegant open source Call Center solution.

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Open Source, flexibility to make some modifications and customization. Use standards, well know programing languages and technologies like PHP, Perl, MariaDB and Linux to combine in a great and very stable call center platform.

Cons: I'm using Vicidial intensively in the last seven years and I don't know any cons in Vicidial. Is a very flexible solution, stable and reliable.

Capterra-loader

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

Apr 30, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Capterra-loader

11 years in IT, six in team management, currently Director of IT at large insurance call center

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Highly customizable and very reliable software, it just works!

VICI is an easy to use dialer that gets the job done.

Apr 30, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Very easy interface for agents to dial and disposition calls. Creating lists for campaigns is relatively easy as well.

Cons: Dialing software pushes through a lot of answering machines and drops high rate of calls when trying to turn dialer to a higher speed. Some times customer support is unable to identify proper tech support needs.

I have become able to troubleshoot the software. The documentation needs to be better written.

Apr 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Forum support is good and up to date. the software is open source. New option are being added to the software.

Cons: This software is in serious need of programming update. The php is several revision behind current model and the front end language is not current and need a new update to html of a java based like reactjs to make it more user friendly.

Vicidicl User for more than 6 Years

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Open Source Model, very comprehensive, during six years it has been evolved to improve constantly, now have support to chat, email besides calls.
You can have free and paid support both very good.

Cons: To have a light admin version for mobile devices could be a plus, Also some additional reports and graphs doesn't hurt.

I'm very happy with Vicidial! There isn't a better solution for your needs for outbound or inbound

Apr 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Some of the best things about Vicidial is that the features that you really want are probably already designed and setup. When you think of a feature that you would like created have and propose those changes to them they are quick to respond with a very fair offer to set up the changes you want for your system.

Cons: Because it's such a great product, there are a lot of people trying to use vicidial with a different brand, or their own spin-off of vicidial. We were with one such company for a few months and had so many issues with them. Once I talked with the real Vicidial Group it was a night and day difference.

Overall: We practically run our entire business from this software.

Fantastic overall experience. The Vici team is always helpful and full of ideas

Apr 30, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: endless supply of options. This software continue to amaze me with how much it can do. This software allows me to always stay ahead of the curve. They have though of everything.

Cons: sometimes difficult to understand the information in the help section, but a simple email to VICI ends any confusion!

excellent phone system ..easy to use

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: its flexible and well maintained. Very dependable and scalable . The manual is a great tool as well to help you build from start to finish. Vicibox install is a simple install if it is for just one server or a cluster with many nodes.

Cons: The SVN upgrade is a bit confusing but once you do it once it is easily done there after. Also lack instructions on how to do so

Fantastic piece of software, very reliable dialer.

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very simple and easy to use. Great user and administrator experience. The predictive dialing feature is very efficient and ensures good call flow and productivity.

Cons: Missing a few standard features. Customisations can be complex and expensive to deploy. The pro's far outweigh the negatives. I highly recommend the Vicidial software.

Feature rich, everything you need in a call center suite is there.

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Clustering is very easy to implement, thanks to its cluster setup wizard. You can scale up your vicidial cluster as your call center grow.

Support from the creators and community it great. Most questions that you might ask have already been answered on the support forum.

Cons: GUI is a bit 'old school'. A fresher GUI, like with GoAutodial will add to the user experience, although functionality should always be on the top priority.

Overall: The call center suite that never failed to meet our requirements.

Capterra-loader

Vicidial is a very easy and fun tool. It helped me grow a lot in terms of telephony knowledge.

Apr 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is very flexible which makes it very suitable on most campaigns. The administrators are open for suggestions and improvements of the system.

Cons: needs more customization and additional information on the help page. Hopefully it will be open to more CRM systems.

the best for his cost

Apr 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: easy and trustable software for any call center type inbound and uotbound, fast access and multilanguaje

Cons: need better graphic interface because today all is evolutioning and multichannel like all the new call center software

Feature rich and stable system. Beats even the commercial version of call center software.

Apr 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Light and very fast to interact with
Ease of use following good documentation.
Does what is says it does and does it very well.
Easy to integrate with other systems because it has lots of APIs
Very stable and good use of system resources

Cons: The user interface needs a change it's too ancient and would benefit from a material design
The download format of the reports txt which can be frustrating to customers

Best Open Source Turn key Call Center Solution

Apr 28, 2018
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: I googled this product in 2007 and from that day i have defined my field line to Call center and VoIP. I gained too much knowledge in Linux environment and voip for call center because of the vicidial. I have deployed vicidial in all of my jobs for call center purpose. In short if anyone ask for the call center solution then my straight answer is Go with ViciDial.

I have been using this for 8 years and never disappointed by it. Very easy to configure and use.

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to install
Easy to use
Flexible to use with soft or hardware phone
Easy to integrate into existing CRM

Cons: I don not think there is any cons about this. Everything is good and never find any problem with it. Happy to use it.

Excellent and creates efficiency

Apr 28, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: Ability to dial large number of clients simultaneously. Easy to load and manage data. Reporting tools are comprehensive. API connectivity works well. Low load on hardware as well.

Cons: Agent features are limited unless you spend a ton of money on development. The HUGE issue we have is the callback functionality. It's not automated at all. It would create a huge increase in conversion if an agent could set a callback and the system would dial it automatically at the time set or if the agent was on a call already at that time it would be the very next dial they had. Vicidial is a great dialer but could be an amazing CRM as well.

Vicidial, is a great tools for all Call Center that need to have High Level Customer Experience .

Apr 28, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: - Stability
-Scalability
-Modular Deployment
-Low Cost
- Redundancy
- Recovery Disaster
- Integration with othe PBX Platform
-Recording
-Monitoring
-Reports
-IVR's solution Integration
-Survey
-Security

Simple to get up and going and overall easy to customize.

Apr 28, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The least expensive product on the market
Easy to follow vicibox instructions even for someone who does not have any programming experience

Cons: Wish that there was a more customizable dashboard.
Wish we could have over 100k leads per list and still be able to use the lead management tools without altering code

I use this dialer to run many small political campaigns and also a few outbound sales programs.

Apr 28, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that I am able to program this very easily and take the settings from a campaign I already made and move it to another new campaign. It saves a lot of time for me.

Cons: I do not like that I have to run multiple reports to get all of the information my clients want to see on a return file.

Overall: I am able to create campaigns very quickly for my clients.

The best predictive dialer ever!

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Open software. Easy to setup with the new vicibox. Bulletproof code never fails. Our business would not be able to grow so easily and quickly without it. Support is great and available. I definitely recommend taking the training courses if you are an administrator. MySQL backend allows you to use SQL queries in case you need to change anything manually. A lot of functions can be changed in the cron jobs to enhance performance easily.

Cons: There were a couple of items but emailed support and they were fixed or explained how I blundered it and needed to fix.

This software is the best one I could ever know, easy to use, the best call center platform

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: You can take control over all tha calls on your bussiness with this platform.
See your leads, your campaings and organice your bussiness, see why you are losing or winning custumers

Cons: Actually, I haven't found any problem with this platform, I think this is the reason why I use it with my clients.

Capterra-loader

I've been working with VICIDial for 10 yeas. Hundreds of callcenters on current support.

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: VICIDial's biggest advantage isn't it's free, It's OPEN SOURCE. This software allows deep integration with 3rd party system while keep performance from small to large callcenters.

Cons: Every middle/big callcenter based on VICIDial should know that is mandatory to have specialized support from well trained person.

We use VICIDIAL in our Call Center.

Apr 28, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Features of Vicidial covers all needs and probably many more than expected.

Cons: Usability could be improved. And probably UI completely refactored with modern style.
Translation in french was not perfect at all.

Overall: Organisation and supervision of the agents.

We haven't started to install Vicidial yet

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The wide online support and its open source technology. However we are trying to find a predictive dialler manager in the UK with experience of Vicidial

Cons: Haven't started to use vicidial yet as we are seeking to find a UK Asterisk expert to help with on-going support, possibly a dialler manager

Capterra-loader

Great features and adaptability make this a powerful dialer.

Apr 28, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: We achieved cost savings, system stability and better efficiency. These aspect obviously led to better profits. Better profits allowed us to hire a developer that helped us build a BI system (directly from the Vicidial database) that helps us analyze performance and identify trends.

Vicidial is the best choice I made for support my clients

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Free product version
Free support
The best community fórum
Mult Language
Browse version of administrative interface

Cons: Very ugly Interface
Reports ugly
Administrative interface needs to update urgently
at the time of presentation and the first point at which customer complain

Overall: with vicidial I can support all my clients' needs

Very comprehensive call cetre suite, you can deal not only with calls but also with emails and chat.

Apr 28, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very flexible. You can configure it in order to fulfill any customer needs.
It is very cheap in terms of hardware requirements and easily scalable.

Cons: The user interface should be customizable.
Reports should also be moved to a an independent platform in order to make them more appealing. Also this will give the possibility to add new reports and dashboards inside Vicidial.

Overall: We are a call center company and we are using this software as a core service. Using it we are serving our customers.

Simply work!

Apr 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Free and very customizable software. So if you know Linux then you can work your way using this system.

Cons: Still have a lot to improve in terms of automating procedures and call flows. Hope update from a version to another will be seamless :)

Overall: Reliable call system.

It's great with great support forum.

Apr 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Enterprise grade features. Stability. Open source. New age features. Scalable architecture. Tested and ease of going live.

Cons: Crm integration, local per country technical support and integration partner to work on local costs. Officially.

A fantastic product

Apr 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to install and easy to use - all around great. Way easier than installing Asterisk from scratch. And it is super reliable. Very satisfied.

Cons: The only difficulty I've had is that it is a little hard to understand how to configure campaigns. But once you figure it out, it's no big deal.

Overall: My clients love Vicidial. They used to have a proprietary dialer system, and this is a much better product.

Perfect solution for any size of center..

Apr 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: With this being opensource, there is no limit to possibilities... System works great as it is and if you want something new, you have the control over code and database to create it...

Cons: Only con that goes is bit of looks of the login page and thats only cosmetic issue not a real world issue...

Overall: Increased productivity

Capterra-loader

Amazing software for outbound calling

Apr 25, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

vicidial is the best dialer product i have used, i am using since last 3 years

Dec 27, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money

Pros: 1. its fast
2. easy to setup
3. has many features
4. needs very less hardware resources
5. low cost

Cons: 1. less support available
2. can have better themes/skin
3. should have authorized paid support center
4. reports are very hard to understand

We used VICIdial in our collection process for several years and highly recommend it

Jul 07, 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: 10.0/10 Not
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Pros: The best part about this software is that you can either go with a solution that is fully managed by the people who put it together or you can do what we did and run with the open source solution. The community is active and helpful and the creator himself is very involved. We submitted many updates and got them submitted to the core code to expand the capabilities of the software suite.

Cons: There are A LOT of options although this is absolutely great this can be a bit much at first. Just make sure you take your time to get to know the software and how it works and you will be just fine.

Overall: This software really helped take us to a new level. It allows us to make more calls and expand our call flows it was a real game changer for us. Add to that since it was open source we had the opportunity to customize it anyway we need and you have TRUE winning combination.

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: 10.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 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: 10.0/10 Not
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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: 10.0/10 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.

Perfect call center software

Mar 28, 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: 10.0/10 Not
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Pros: Easy to use and power call center software

Cons: nothing

Overall: Vicidial has been a dream come true. Our previous dialer software was costly and had limitations. Since we've switched to vicidial, we've made 10x more outbound calls than we were making with the previous software. Vicidial is easy to use, easy to set up, and flexible enough to meet all of our needs. The vicidial group has been great to work with when I needed help as well as the online community that has built up around vicidial. I would highly recommend vicidial to anyone looking for a powerful yet easy to use call center software.

Recommendations to other buyers: Take the time to learn the ins and outs of the software and the built in scripts.

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: 10.0/10 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: 10.0/10 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: 10.0/10 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: 9.0/10 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: 10.0/10 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: 10.0/10 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: 10.0/10 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: 10.0/10 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: 10.0/10 Not
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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: 9.0/10 Not
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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

Vicidial rocks solid!

Mar 17, 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: 9.0/10 Not
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Extremely
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Pros: Detailed and well articulated overall configuration
Chance of fine tuning
Good user experience
System stability
Good community support

Cons: Scratch installation a little bit too time consuming

Overall: New version improved many features and added new ones that really simplify overall usage and control.
No other opensource product exists with this performances. Suggested to everyone needs for callcenter management.
Good job guys. ThanX for your efforts.

Recommendations to other buyers: Try it before any other one

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: 10.0/10 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: 10.0/10 Not
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Extremely
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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: 10.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
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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.

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: 10.0/10 Not
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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: 10.0/10 Not
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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: 9.0/10 Not
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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: 9.0/10 Not
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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: 8.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
Likely
Extremely
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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: 9.0/10 Not
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Extremely
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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: 9.0/10 Not
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Extremely
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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.

Best dialer/PBX/VOICE SWITCH out there! And it's FREE!

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: 10.0/10 Not
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Pros: Versatility and and it being open-source.

Overall: Steep learning curve but excellent in features, functionality and customization of functions. If you were to purchase a commercial dialer product with the same capabilities, you will be spending BIG $$$$$$. I know, we have done that before then that dialer broke and the vendor could not fix it. If you have a competent Linux staff with some knowledge of Linux bash, PHP, MySql and Asterisk, you are good to go. Community support is fantastic!

Recommendations to other buyers: If you do not have a Linux, Asterisk IT staff, use a hosted solution from someone.

Awesome Open Source Dialer

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: It's FREE. Easy to deploy. Friendly user.

Cons: None so far.

Overall: We've been using Vicidial on our operations for over 7 years now and we are satisfied and there were a lot of people very helpful in Vicidial forum. Keep up the good work! Cheers!

Recommendations to other buyers: Keep on working on other helpful and productive add-ons.

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: 10.0/10 Not
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Extremely
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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: 10.0/10 Not
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Extremely
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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: 10.0/10 Not
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Extremely
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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: 10.0/10 Not
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Extremely
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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: 10.0/10 Not
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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: 10.0/10 Not
Likely
Extremely
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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: 8.0/10 Not
Likely
Extremely
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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.