--- title: "VICIdial Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is VICIdial the right Call Center solution for you? Explore 266 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/135842/VICIdial/reviews/" page_type: "reviews" language: "en" --- VICIdial 4.7 (266) [View alternatives](https://www.capterra.com/p/135842/VICIdial/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 3rd, 2026 # Reviews of VICIdial Ease of use 4.3 Customer Service 4.5 ## Pros and Cons in Reviews KC Katie C AdminMarketing and Advertising, 2 - 10 employeesUsed the software for: More than 2 years. “ViciDial has allowed us to integrate live call stats into our CRM software as well as many other pertinent features that help overall workflow.“ August 13, 2024 AJ Aja Nurse J Transfer Sales AgentInsurance, 501 - 1,000 employeesUsed the software for: Less than 6 months. “The dispositions were very limited and extremely direct, which made the workflow feel restricted.“ April 30, 2026 PC Piergiorgio Tamiazzo C Project ManagerIndividual & Family Services, 11 - 50 employeesUsed the software for: 1-2 years. “It is easy to implement VICIdial.“ July 17, 2026 AJ Aja Nurse J Transfer Sales AgentInsurance, 501 - 1,000 employeesUsed the software for: Less than 6 months. “Another issue I experienced was during transfers.“ April 30, 2026 KC Katie C AdminMarketing and Advertising, 2 - 10 employeesUsed the software for: More than 2 years. “ViciDial is a dialer platform that I recommend to anyone in the call center industry.“ August 13, 2024 is ivan s CTOFinancial Services, 11 - 50 employeesUsed the software for: Less than 6 months. “Design outdated.“ February 14, 2022 JM Javier M HR ManagerConstruction, 11 - 50 employeesUsed the software for: Less than 6 months. “Having Vicidial makes our job way more easier“ November 27, 2024 DW Deanna W Customer Service AgentTelecommunications, 51 - 200 employeesUsed the software for: 6-12 months. “We tried to get them fixed and they did not do anything.“ May 7, 2021 ## Showing most helpful reviews Showing 1-25 of 266 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Muhammad A. CEO/COO Automotive Used the software for: 1-2 years ### "Why would someone still buy paid call center applications?" December 20, 2018 5.0 We have deployed 4 call center one of which is serving 400 agents. I have had experience with some closed source application before i used vicidial for the first time. i was a little skeptical before i switched to vicidial but now we recommend every one to use vicidial instead of pricy applications. we never faced reliability and stability issues which some people mentioned in their reviews. We are happy to recommend it to customers and provide them support and building new featutres Pros What i love about this Vicidial is that its free, which sometimes seems too good to be true. Scaling the deployments is far more easier than one can imagine. I have installed three different call centers in inbound and blended configuration. The flexibility to develope custom features is just matchless. "No vendor lock in" is one of the biggest reasons i would prefer this application over any other paid application. i had read some review where people woul put a server reboot overnight to gain stability, however i have an installation of a cluster of 4 servers which has not been rebooted since once year now. Its free, stable, reliable and flexible to build new features. Cons We had customisations which made updates tricky. I would also like to see a better agent screen. Review Source Ian G. ICT Consultant Used the software for: 2+ years ### "Great features and adaptability make this a powerful dialer." April 28, 2018 5.0 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. 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. Review Source VR Verified Reviewer Customer Support Operations Manager Pharmaceuticals Used the software for: 1-2 years ### "ViciDial " April 4, 2019 3.0 We are answering the calls efficiently and effectively. I am able to track agent performance at a high level to monitor performance and efficiency. I have great hope to read the manuals and learn what else I can do with Vici. Pros Vici is easy to use and contains a significant amount of reporting to track agent efficiency. Cons The interface is outdated and could use a cosmetic overhaul. some of the reporting is inconsistent. The way abandonment is calculated in the real time main report is by taking dropped calls and dividing it into calls answered. Under inbound daily report it calculates the abandonment correctly by taking dropped calls and dividing it into calls offered. Lacks some of the modern features available in other phone software: After Call Survey, Track short abandoned calls, Forced call backs, Scheduled reporting. In the IVR we can only offer our customers to leave a voicemail with a window prompt instead of allowing them to press a number at any time to leave a vm. Review Source Response from Vicidial Group April 5, 2019 As for the inbound drop-rate, there are configuration changes you can make to have the Real-Time report use all-calls to calculate the drop percentage. The default behavior is to use Answered calls because the vast majority of VICIdial clients use outbound, and taking dropped calls out of Answered calls is a regulatory requirement in most countries. Also, After-Call-Surveys and Force-Scheduled-Callbacks are available as standard features in VICIdial. Shilleah S. Sales and Marketing Manager Consumer Services Used the software for: 2+ years ### "It's Great for a Starter Dialer, if you are making only outbound autodial calls" December 5, 2019 4.0 It did just what it was supposed to do, and not too much over that. Not much customization, very, very basic dialer platform. But it was okay for just starting out. You can spend as much or as little as you want on the budget, as you pay per minutes. Pros I've used this software with a few different businesses that I have worked for, it is great for a starter dialer, cheap to set up, and very basic. It gets the job done for an outbound autodialer. Loading lead lists was easy as well. Cons It can get expensive, as you pay for minutes. Customer support is pretty much non-existent. Overall, great for a start-up but not something you would want to use long term. Review Source Response from Vicidial Group December 10, 2019 We certainly do offer full customer support if you are interested. Also, the VICIdial software offers full inbound call, chat and email support as a part of it's agent screen functions, in addition to outbound manual and auto-dialing. There are over 2000 features and settings included. Juan Carlos M. Gerente de Servicio al Cliente Online Entertainment Used the software for: 2+ years ### "Amazing software for outbound calling" April 25, 2018 5.0 It's an inexpensive solution which allows complete management of any outbound campaign. It's fully customizable which makes it really appealing, you can have different campaigns and different strategies to call. If you don't have too much money to invest, this is your best choice. Pros I was looking for an inexpensive solution for a 400 seat call center and I ran into vicidial, it's very easy to use and you can tailor it to your company needs, it's also open source which allows you to add really helpful features. It has all you need for outbound, reporting, tools, dialer, user management, just the best. Cons I would say the installation, was a bit hard mainly on the telco side but that would be its only flaw. Review Source Gregory N. Partner Used the software for: 1-2 years ### "ViciDial is our dialer of choice for good reason: it's incredibly powerful and is a great value" April 30, 2018 5.0 I've built a great business over the past few years, and ViciDial is the foundation of my business. Pros customer service is fantastic. there's rarely a wait for help, almost every time a human picks up the phone right away -- a very experienced and helpful human, at that! I've attended the in-person training at Vici HQ in Tampa and had a great time learning the ins and outs of the software, as well as meeting the very friendly and helpful staff. Love those guys! Cons ViciDial takes time to learn, and takes much longer to master -- but that's only because it's so powerful and has so many features. Some people remark that the interface is ugly or not user-friendly, but I disagree -- I prefer less bells & whistles & icons & emojis, prefer a thin interface with more functionality. Review Source Matthew A. Freelancer Outsourcing/Offshoring Used the software for: 2+ years ### "Review of the usage of VICIdial" November 17, 2021 5.0 I'm able to make separate IDs for all my virtual calling agents, and I'm able to track all their calls with time stamp as well as their call recordings, I'm also able to see the number of hours they were logged in and the whole activity during that time. Pros This is a superb software, I like the auto calling system as well and the manual dialing where I just have to upload the data file and keep dialing each number just with a click. Cons This software worked perfect for me, didn't give me trouble, so I don't have anything to mention here. Review Source Carla D. Gerente de sucursal Pharmaceuticals Used the software for: 1-2 years ### "Very good dialer system" November 30, 2019 5.0 In general, it works for your purpose, which is to generate a flow of outgoing calls and increase the efficiency of users. Pros This app is a very effective dialer for virtual or local call centers, it allows you to load the call list directly to the queue, and they will be assigned according to the campaign that each connected user has in their profile. Cons Probably one of the problems with this app is its interface, it is very rudimentary, it seems more a tool from when the internet started, and html was the only language to design web pages. Another problem that it generates is with cookies, sometimes it does not connect since the browser is hung with previous cookies. Review Source Response from Vicidial Group December 2, 2019 Vicidial does not actually web use browser cookies, and it never has. Chris D. Director of IT Support Insurance Used the software for: 1-2 years ### "11 years in IT, six in team management, currently Director of IT at large insurance call center" April 30, 2018 5.0 Highly customizable and very reliable software, it just works! 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. Review Source Maximo L. Senior Security Engineer Outsourcing/Offshoring Used the software for: 2+ years ### "Best open source dialer!" November 22, 2018 5.0 Call center with over 300 agents working very well. Pros Easy to understand and easy to use and follow, with linux as base OS you can edit the conf files as you wish. Very complete dialer for any needs. just a few steps and minutes for installation. The deployment is very fast. No time wasted. You can find forums online to solve any issue or the Vicidial support has a very higth response timing. Cons So far so good. no problem after all. Integrations with many CRM is a plus. Review Source CL Chanique L. Team Manager Consumer Services Used the software for: Less than 6 months ### "Good Dialer " January 31, 2025 5.0 My experience with Vici was a good one however the some improvement can be made Pros The Dialer was very much effective in terms of automatic dialing Cons The Graphics and the reset option need some improvement Review Source TW Taralee W. Leads generating specialist Telecommunications Used the software for: 1-2 years ### "Best dialer to use" March 1, 2023 5.0 It is great very easy to use. You can learn in less than 1 hour Pros It is easy to use, the features are effective and it can be access from a web platform so it doesn't have to take up alot of storage. Cons Wish it could do screen recording so you can see what agents is seeing when having issues we normally have to use another app Review Source VR Verified Reviewer Team Supervisor Outsourcing/Offshoring Used the software for: 2+ years ### "Amazing dialer for contact centers" August 26, 2018 5.0 Setting it up is not difficult at all. You can access it at home. Do inbound and out going calls easily, determine the abandon calls, average handling time, you can also trace via inbound reports the peak hour so you can project how many agents to assign at a certain hour. It is undeed an impressive software/provider. Pros Our company is using Vicidial even before I was hired 5 years ago. It is always available and we never had a issue using it. You can use it for agents time log in and out, monitoring queueing calls, barge live calls and generate reports. All you need about the operations is available there and it can be exported to excel files. Cons The interface was a bit old school due to the gray, white and black background but all the details you needed is available especially when your doing reports. Review Source CC Christian C. CEO Information Technology and Services Used the software for: 2+ years ### "The best open source callcenter software you can find" April 5, 2019 5.0 By using Vicidial we have been able to reach clients which were prohibited by the costs of propietary software. We have grown as a company and learned how to integrate this marvelous piece of software with quite some other systems. We provide support for Vicidial 24/7, and have thousands of agent seats running realiably with Vicidial. Pros Vicidial has a complete set of features which allow you to turn inexpensive hardware into a fully fledged callcenter solution. Its features comprehend all of those propietary software, such as call recording, full reporting, outbound and inbound dialing, load balancing multiple servers, and so much more. Plus, it's open source, so that allows you to customize it or tweak it to fit your needs. There's nothing that can't be accomplished by that. Cons The software is so powerful it can overwhelm the regular user with so much possible configurations available, thus dificulting the setup. Also, it's main user interface age starts to show: the design is not contemporary, and it doesn't look the prettiest. However, it still gets the work done. Review Source WC William C. Solution Artist Information Technology and Services Used the software for: 2+ years ### "The Only OpenSource Dialer that works and is well supported. Saved so much money!" June 15, 2016 5.0 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 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. Review Source OJ Orvil J. CEO Information Technology and Services Used the software for: 2+ years ### "The Best Solution for Call Centers." March 21, 2017 5.0 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. 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 Review Source RM Roland M. IT Project Manager Telecommunications Used the software for: 2+ years ### "Free open source Callcenter software" April 4, 2019 5.0 I have used this product for over than 7 years and have been recommending it to several customers. I have deployed it for telecom service providers, NGOs and others in developing countries and the value for the free cost charged is absolutely incredible. It an do almost everything needed for a call center after a basic configuration. To get more advanced stuff you need so good understanding of IP Telephony and call center call flow, inboudn and outbound call, campaigns, leads.... Cost of support is reasonable for the expertize and to make sure vicidial as a company remains sustainable. I strongly recommend this product to any SME trying to establish basic or advanced call center fonction without spending much on hardware or software. Pros It is free, scalable, easy to install. For a free software and for all the features offers in it, it is worth trying. The product is highly scalable and can handle a high volume of call. Expertise is however required to administer it and some support token should be purchased in case some issues are harder to fix by the in-house support team. If the callcenter has a reliable and good internet connection and that there are no security issues exposing it to the internet, going for a hosted turnkey vicidial solution would be the best approach. Cons Configuration is not that straight forward. Need to be a quite advanced IP Telephony tech to make it work. Review Source FC Fred C. CEO Used the software for: 2+ years ### "This product has been the best product for value that we've ever used given its flexibility and cost" April 30, 2018 5.0 Cost savings is the primary benefit, together with flexibility of the platform. 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 Review Source Response from Vicidial Group 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. AS Amy S. Owner Marketing and Advertising Used the software for: 1-2 years ### "Love ViciDial" April 20, 2020 5.0 Experience has been quite good Pros ViciDial provided for us, the flexibility to house as many users as we needed by paying per server as opposed to having to pay "per user" -- Also, the ability to have one "set" of caller IDs that I can easily switch out as needed, has been a God-send. Our other service allowed us only one caller ID or, if they allowed others, it was a big technical issue to implement with new costs. ViciDial seems to have everything we need, because if ever need it to do something, we look in the manual and it's THERE -- the functionality is endless.. Cons So much to learn, that it can be daunting, yet the same fact is why we love the system as well... If there was a streamlined training scenario, that would be great.... Reason for choosing VICIdial Wanted no per user fees...and, they were limited on lines we could use as well as caller ID display Review Source RC Ryan C. IT Systems & Network Director Telecommunications Used the software for: 2+ years ### "If you need a call center, Vici is there for you." May 4, 2018 4.0 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. Review Source TD Troy D. Technical Engineering Consultant Information Technology and Services Used the software for: 2+ years ### "Call Center Software That Simply Can't Be Beat!" March 16, 2017 5.0 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. 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. Review Source SM Sean M. CTO Telecommunications Used the software for: 2+ years ### "Best call center software company for SMBs" April 3, 2019 5.0 We have been offering Vicidial based call-center solutions to numerous companies for the last decade. It is a highly scalable, economical and user-friendly software that we recommend for all types of small to mid sized call center and telemarketing companies. The software has continuously evolved greatly since its conception over a decade ago. The Vicidial Group has been adding numerous features which help call centers a dialing platform that is stable, robust and results-driven. We have worked directly with The Vicidial Group on a few instances and have found their technical support to be highly effective. Pros Easy to download and install, free to use, highly customizable Cons Paid support can get expensive. There are some sales related reports which would be nice to have. Review Source GC Gabriel C. Telecommunications Used the software for: 2+ years ### "Best Open Source Solution for Call Centers" March 15, 2017 5.0 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. 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. Review Source IG Ignacio G. System Engineer Telecommunications Used the software for: 2+ years ### "the best callcenter software created so far" May 28, 2020 5.0 I solve for my clients the needs they have to be able to market to all their clients and attract new clients I give them IVR, Broadcasting campaigns and outound and inbound campaings as I tell you this software complements you completely in the needs of telemarketing I LOVE IT !!!!! AAAA+ Pros I love how easy it is to handle, the exceptional support provided by the vicidial team, they are like a big family they are always there for you it is the best tool for any call center or telemarketing company Cons so far I have no complaints everything I have needed I have found it in this software Reason for choosing VICIdial because vicidial has it all and it's not that complicated to use Review Source dK david K. agent Banking Used the software for: 2+ years ### "The standard for call centers" November 12, 2019 5.0 Zoiper makes it easy for me to call 300-600 leads daily and follow up with automatic scheduled call backs without having to think much other than clicking on a time Pros Vicidial is easy to use and easy for new employees to learn. In my ten plus years in telemarketing it has been the only software we have used. I like being able to go from one office to another and instantly know how to use the software because VICIDIAL is the standard! Cons Sometimes when there is no sound, I will have to go into our software on the computer (ZOIPER) and re register the dialer, this is likely not a fault of VICIDIAl, but a driver issue Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.