We had switched to VICIDIAL on 2012 and had scaled up one of our team. It is extremely flexible to automate and enhance. The functionality is almost everything you could think about.

flexibilidade

the user interface looks really old

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.

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.

Nada que eu possa pensar.

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.

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.

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.

Small and medium sized businesses often don't have the capital to invest in expensive call centre infrastructure. VICIdial rarely loses out on functionality and so is the perfect solution in this scenario. If set up correctly it is very reliable and on the rare occasion that Hostcomm is unable to get to the bottom of an issue, our back to back support arrangement with VICIdial provides us with the reassurance we need to offer a VICIdial based service with a solid service level agreement.

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

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

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

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.

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

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

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.

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.

You can scale it in a pinch, if needed, and can integrate it with any external systems via its HTTP API.

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).

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.

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.

Excellent channel for communication especially arranging sales , marketing , call campaing with less human resources for high volumes of calls and vast numbers of customer data base in a very short , tight working schedule which means a lot for the business - saving time, money and having the employees efficiency increased , so a sto get involved in other work related tasks and jobs .

Time saving and increasing employees` efficiency in call centers and sales teams

none - used more than 10 years - only benefits found so far business wise

In general, it works for your purpose, which is to generate a flow of outgoing calls and increase the efficiency of users.

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.

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.

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.

Flexible, scabale, open source and lower TCO

Hardware resource hungry

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.

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.

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

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

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

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

I helped me make my SIP services business.

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.

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.

We use Vicidial since version 2.0.4 and find it best solution to provide outsourcing callcenter services for wide number of customers.

Open Source-bases Contact center software with good documentation and paid support available. Highly configurable and scale able. Could be integrated with other software like CRM by many ways, including API.

Require much experience and understanding of its architecture and operation to configure properly.

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.

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.

If you are not familiar with Linux, Asterisk, SIP, VoIP Security and MySQL it may get you into frustration.

We practically run our entire business from this software.

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.

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.

I use it everyday to make calls. It's wick and functional.

I love that it's so simple and easy to use. Not complicated at all. It's quick to set up and opens quickly.

I wish that it had more categories to put your calls under. And i wish that we could change the color and kind of personalise it.

Biggest pro is being free .On top of that ,ViCidial is probably the most efficient way I am aware of ,for organizing and going through calls.

If you have a lot of campaigns loaded up and aren't careful with properly naming them beforehand , they can be a hassle to manage.

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.

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!

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 by Vicidial Group on 12/06/2018 Thank you for the glowing review!

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

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.

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.

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.

Very active project

Eye candy, is not the prettiest GUI.

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.

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.

The software is so powerful it can overwhelm the regular user with so much possible configurations available, thus dificulting the setup.

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!

Versatility and and it being open-source.

Easy campaign setup using copy campaign feature and user group. Further the predictive dialing function also nice feature.

No way to identify disconnected phone numbers. Carrier rejection reports not in the option or report section. by Vicidial Group on 30/05/2018 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.

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.

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.

The software looks ugly but its a clean design. Hey Vicidial, 1997 is calling and wants its design back.

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

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!

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

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.

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.

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.

Light, strong integrations, function over form, open-source, must I say more? Great experience so far with VICIdial!

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

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

As an open source tool that has a good community supporting it, it is a good tool to use, and be part of the team to suggest improvements, implement fixes and make it a more solid system.

There where limitations with its ability to work with around 25+ agents simultaneously on one server, and would require clustering once you got close to that limit, even if the server capacity is fine. This drives up cost's as you need another server to run a second instance, making the transition of 20 - 30 agents quite costly.

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

Huge feature list and highly configurable.

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

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.

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

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

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.

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!

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

First of all thanks to Vicidial creators, admins, support team for giving wonderfull software to world.

structure of database and easy to use and dialing.

call details report, campaign option and many things.

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

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!

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.

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!

flexibility, features, open source, good support

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

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.

The open source model and all functionalities it has.

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

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

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

You need to be technically inclined to set this up.

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.

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.

I would say the installation, was a bit hard mainly on the telco side but that would be its only flaw.

II have tried a lot of open source software over the 15 years of my professional career. One reason or another I had to stop working with most of them. This is not the case with Vici. Since I tried for the first time I fall in love with it and 10 years down the line I have quit every other dialer that I was working with and I dedicated myself to it.

Capabilities and features -flexibility.

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

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.

Easy to use and power call center software

nada

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

Very flexible. You can configure it in order to fulfill any customer needs.

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.

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.

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.

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. by Vicidial Group on 10/12/2019 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.

We use VICIdial for clocking our agents. It serves as a great backup for a CRM tool since it works with the time you log in and out.

I love that it's easy to use and it becomes a part of your routine. Either you're using it to dial or you're just punching in.

The visual side, it could really use a UI redesign. It needs more color and more elegant graphics.

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.

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

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. :)

The Sales and setup process were very good. The support team was very professional and helpful to get our system setup and working in spite of some challenges. The functionality of the platform is robust. There are certainly settings for just about everything...which at times takes experience to thoroughly understand, and in some cases, help to get figured out. While we have had success with some service issues, we have also had some moments that were frustrating. Our initial assumption is that the service model using credits may be in part to blame. We don't know when our credits are running low and it is frustrating when we are in an emergency situation because something isn't working and the response we get is "sorry - we can't help you because you are out of credits"). Again - we may shoulder some of that in not fully understanding or managing expectations, but having a debit card on file or a monthly auto-ACH payment would seem to be a much better option in our opinion.

a very robust set of functionality features.

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

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....

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.

Configuration is not that straight forward. Need to be a quite advanced IP Telephony tech to make it work.

Its a great software for Call Centers . Very stable and with lots for features. It's a little complex to configure some features but definitely it worth to learn and use.

Features and Stability. It's open source and uses the powerful Asterisk telephony platform as a base. Community that is behind that to support is great as well.

Learning Curve. Configuring some features are not really easy to underestand. There is a good manager manual but in my idea that is a little confusing as well .

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.

Vici is easy to use and contains a significant amount of reporting to track agent efficiency.

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. by Vicidial Group on 05/04/2019 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.

Call center with over 300 agents working very well.

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.

So far so good. no problem after all. Integrations with many CRM is a plus.

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

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,

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.

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.

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

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.

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 by Vicidial Group on 30/05/2018 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.

Highly customizable and very reliable software, it just works!

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.

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.

Light and very fast to interact with

The user interface needs a change it's too ancient and would benefit from a material design

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

- Stability

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.

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

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.

It's cost effectiveness, and it flexibility.

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.

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.

1. Código aberto

1. Lack of some reports

We use ViciDial since 2007 and it fulfilled all the needings for many callcenter we manage.

Full featured. Every needing for daily managment of a in/outbound callcenter is included.

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

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.

Support, full of feature and customization. Full open source !

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

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.

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

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.

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.

Preço.

Ugly GUI

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.

It's free, feature rich and easy to configure. Very reliable dialer.

It lacks a few reports that would be useful for our business.

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

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.

VICIdial has been in development for many years, adding many (many!) features which can overwhelm call center managers new to VICIdial.

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

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

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

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.

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

The amazingly rich array of features.

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

My organization(s) have been using Vicidial for a number of years. Currently we use via a web based server and multiple centers access it. We have found it very user friendly and, of course, the price is right. What is lacking is a robust answering machine detection and when numbers are bad they come back coded as NA. Also, the reporting needs to have a someone with knowledge convert into easier to read reports. That being said if you are aware of these limitations you can work around them.

Ease of use, price (free). My team is know very knowledgeable about it.

Canned reporting-but we have a fix

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

Open source, php, mysql based.

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

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.

Stable, scalable, open source, many features

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.

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

Free, stable, open-source, no required contracts, works with any telco carrier

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