VICIdial Reviews

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.

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.

Pros

Really easy to implement and run, Light and open to be used in any operating system.

Cons

Reporting and analytics are too weak, They should be better to be able to have accurate data and work with the teams and obtain better performance.

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.

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.

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.

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.

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.

Pros

The ability to manage blended call centers - leads analysis & reporting. i also like the ability to manage data efficiently

Cons

the setup of the menus could be more easily placed & every-time there's an upgrade it could be useful to change the look of the software

Pros

VICIDial's biggest advantage isn't it's free, It's OPEN SOURCE. This software allows deep integration with 3rd party system while keep performance from small to large callcenters.

Cons

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

Pros

VICIdial is free, open-source, and regularly updated by a dedicated core team of experienced software developers. It works very well, and when properly configured is extremely reliable and robust business software.

Cons

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

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.

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.

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).

Pros

a very robust set of functionality features.

Cons

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")

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. :)

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.

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.

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.

Pros

Some of the best things about Vicidial is that the features that you really want are probably already designed and setup. When you think of a feature that you would like created have and propose those changes to them they are quick to respond with a very fair offer to set up the changes you want for your system.

Cons

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

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.

Pros

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

Cons

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

Pros

It's cost effectiveness, and it flexibility.

Cons

The support can be challenging for hard to solve issues. But nothing a little research can't handle. There are some gray areas nonetheless where portability of features and applications are involved.

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.

Pros

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

Cons

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