# VICIdial Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is VICIdial the right Call Center solution for you? Explore 265 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/135842/VICIdial/reviews --- VICIdial 4.7 (265) [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 June 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 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 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 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 is ivan s CTOFinancial Services, 11 - 50 employeesUsed the software for: Less than 6 months. “Design outdated.“ February 14, 2022 Matthew A FreelancerOutsourcing/Offshoring, Self-employedUsed the software for: More than 2 years. “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.“ November 17, 2021 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 265 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 JM Javier M. HR Manager Construction Used the software for: Less than 6 months ### "God bless VICI Creators" November 27, 2024 5.0 Having Vicidial makes our job way more easier Pros The most powerful Open Source power dialer and CRM in the world. Cons It seems outdated and is in part because it can be modified Review Source EML EL Meleza L. call center agent Telecommunications Used the software for: 2+ years ### "Fast and Easy Dialer" September 2, 2021 5.0 Over all the dialer can react a good impact for the call center of mine. My agents doesn't having a hard time to used. Its not time consuming other than dialer in the market nowadays Pros Easy to used and not time consuming. You can switched from auto dial to manual dial and not time consuming for my call center agents. User manual is good and covers everything that a center must know and the best of it is most of all, It's FREE Cons List listing, user listing, Phone listing, add search functionality and other items that tends to go long. Sometimes you cant hear anything if you don't properly install the settings and sometimes the agents can be kicked out in the dialer Review Source VR Verified Reviewer Chief Technology Officer Used the software for: 2+ years ### "Very stable and active platform" April 30, 2018 5.0 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. Review Source DS Dennis S. Director Information Technology and Services Used the software for: 2+ years ### "Been using Vicidial for 8 years now" March 15, 2017 5.0 I'm a very active vicidial user and have multiple servers and we have dialed millions of numbers over the years. All our projects are in The Netherlands. ViCidial is hard to learn but once you have it under control it's an enterprise class solution. It's a great outbound and inbound tool and very scalable. The system is very stable, i've never had a single minute of downtime because of the design of the platform. It's also virtually maintenance free. In some regards ViCidial is still missing some things. For instance the ability to build your own reports and export templates and the possiblity to do skip logic surveys. The agent GUI looks old fashioned but this is not really important for the agents but this would make it much more attractive to a broader audience. Finally an integration (lead loading, call logs, click to dial, etc.) with SuiteCRM would be very welcome. However you can integrate with any CRM if it allows an URL to view a lead, you can set this up in a few minutes! Recently automated reports was added, a great feature to get daily reports via e-mail. If you make a comparison with other dialers i'm pretty sure Vicidial outmatches every system out there when you look at the amount of features. Pros Stable, scalable, open source, many features Cons Agent GUI, not able to build custom reports via interface (you can design your own if you know how to code since it's open source), no export templates, no surveys. Review Source HB Hersh B. Chief Operations Officer Marketing and Advertising Used the software for: 2+ years ### "Vicidial in the Call Center World" April 3, 2019 5.0 I love Vicidial, I have been in the call center industry for over 18 years and have used almost every software platform out there. My frustration of always having to depend on someone to resolve issues within a software resulted in taking action by installing, setting up, and implementing the software personally with the help of the online resources and vicidial manuals. My tech experience was nothing above normal and surprisingly enough I was able to install and setup the system personally without the need to involve someone else. Honestly I continue to test and try other platforms and end up always going back to Vicidial. Pros The ability to scale the software so easily is a great plus. Vicidial ability to mold to any industry due to the large amount of features it offers...it truly can be a all-in-one software where it solves the need to have multiple platforms to manage information and process in day to day activity. Finally, open source is awesome! Cons Visually it needs work, the software feel can come off as old and tired...but it makes up for it with function. Review Source IG Ian G. Call center manager Telecommunications Used the software for: 2+ years ### "The dialer is a beast!" April 4, 2019 5.0 Overall, vicidial is a platform for you if you want to build a straightforward campaign or detail designed campaign. Over the years I have been through a number of different platforms and to have the support, robust tools the platform offers and the ability to customize and build what you want, you cannot find a better dialer. Pros What I liked most about the vidial software is its ability to dial my ideal customers by timezone or by action based on analytics provided by the platform. You are able to track any interraction with potential prospects based on the rules you setup throughout the dialer. The customer service is very knowledgeable and are eager to help with any questions you may have. Being a call center manager, with a need for answers on the fly it goes a long way to have the support and with their help you cannot fail at your campaign goals. Cons The software looks ugly but its a clean design. Hey Vicidial, 1997 is calling and wants its design back. Review Source VR Verified Reviewer CSR Telecommunications Used the software for: 1-2 years ### "Vici" October 9, 2022 4.0 Have worked in a few different companies where they used VICI its easy to learn and use Pros loads leads quickly and easily .generates lots of leads Cons repeated leads, would send out same ones even after coded Review Source BB Brian B. Solutions Consultant Computer Software Used the software for: 2+ years ### "Vicidial Software Review" April 11, 2019 5.0 The businesses that we serve have very unique calling and workflow/process issues that are unparalleled in the industry. Vicidial has helped us tackle these issues and DRAMATICALLY improve call center process and performance. We've increased calls by over 200% and revenues by almost as much. Pros \-Sheer functionality. Vicidial has just about every feature and function that you could desire in a call center system right out-of-the-box. -Customizations. Vicidial engineers are, hands-down, the most experienced and brightest in the industry - and I have yet to see a unique problem that we threw at them that they could not solve. -Reliability and ease-of-use. The system is rock-solid, easy-to-use and easy to scale. Cons I really have no complaints - at all. I am a huge fan of the software and the service that this organization provides. I only wish we could clone rep. and his brilliant mind. :) Review Source JC Jose C. System Administrator Used the software for: 2+ years ### "Reliable, scalable, open source and packed with features for almost any use case scenario." May 12, 2017 4.0 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). Review Source MA Md A. IT Manager Health, Wellness and Fitness Used the software for: 2+ years ### "The ultimate selection for call center solution" April 27, 2021 5.0 Since I have started using vicidial, its changed my career path . So many deployment i have made in last 12 years as per my company need. 550 seats with cluster setup for out and in bound was a best achievement in my carrier. API based dynamic IVR has minimized human interaction in our services. Pros Most useful feature is IVR with API and the survey feature. Report feature is very strong, nothing missed. Finally the web phone feature that's solved millions of issues. This is the only platform, what I need that can be implement or integrate, very impressive. Cons Now a days everything we want to do using mobile phones, hence android app is required for agents. Reason for choosing VICIdial As this a open source and customizable. Review Source Jamie W. Csr Insurance Used the software for: 2+ years ### "So easy a child could do it. " August 1, 2020 5.0 Answering calls. Organizing your calls and placing them where they go. Pros It has a limited number of functions so its not complicated. Quick to install and quick to learn. Cons I have nothing bad to day about this product. I love it. Review Source MG Michael G. VP Operations Medical Devices Used the software for: 2+ years ### "Best Predictive Dialer on the Market!!!" March 15, 2017 4.0 We had previously used a closed source predictive dialing platform and were getting tired of being nickel and dimed every time we added users or additional lines. The software was also lacking many features. I would be embarrassed to tell you what we paid for the system. This experience led us to shop for a new platform and that is when we came across Vicidial. I am so happy we found them! The fact that it was open source and essentially free made it an easy switch from a financial standpoint. After downloading the manuals and we were able to install a server using their Vicibox installer package. We needed a little help with some advanced configuration so we purchased some support hours from the Vicidial Group and they logged in remotely and got us squared away in a flash. That was about 7 years ago and with each new version the software gets more robust and feature rich. Over the years I have recommended Vicidial to numerous colleagues and have never been burnt. If you need a predictive dialer I would highly recommend Vicidial. Review Source JB James B. CEO & Owner Accounting Used the software for: 2+ years ### "We used VICIdial in our collection process for several years and highly recommend it" July 7, 2017 5.0 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. 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. Review Source CG Camilo G. CTO Information Technology and Services Used the software for: 2+ years ### "My appreciation of Vicidial " April 20, 2020 5.0 We are not a company that provides callcenter services regularly (sometimes we do some interim campaign), however we advise end customers who want to implement callcenter platforms and that's where we benefit from VICIdial Pros It's very powerful and it's a great alternative to licensed software. I think it's the best free call center software on the market and this has benefited a lot of people in the world. I think \[SENSITIVE CONTENT HIDDEN\] has directly or indirectly helped a lot of people so they can get their financial livelihoods. Cons I think it's a bit stiff and its graphical interface isn't the friendliest or prettiest in the world. Also I think a lack of training in languages other than English. I also believe that training should be done in countries other than the United States as new immigration policies prevent them from easily obtaining a visa to enter the U.S. Reason for choosing VICIdial QueueMetrics does not meet100% our requirements and also is costly for some customers Review Source JM Jere M. VP Marketing Marketing and Advertising Used the software for: 2+ years ### "VICIdial Review" May 15, 2020 5.0 We have downsized considerably over the past few years, at one time we had close to 20 servers, all managed internally. VICIdial answers their phones, \[SENSITIVE CONTENT HIDDEN\] are the best assisting when I have build issues and escalation to engineers \[SENSITIVE CONTENT HIDDEN\] is always seamless. Pros We have been using VICIdial for many years. Vici service support and engineers are always accessible to solve issues, the program is solid, build the campaigns and let it dial. Cons Anytime we have had any issues they have always been resolved in a timely manner. 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