VICIdial

Pros

First that you can download and install and use it completely 100% free, no strings attached. Second, it has every feature you could possibly imagine for dialing solution software and predictive dialers. Third, the reporting is all one 1 screen, there are many reports, inbound, outbound, carrier reports, etc. Fourth, they have a user forum where, and I kid you not, you can post a question or an issue you are having, and either a VICIdial expert or one of the other many experts on the forum will respond to your question usually within an hour or two, always that same day, and answer your question or help you work through your issue. Fifth, it's now the world's most popular dialing solution software, so you can find answers to about any question by just googling. Sixth, the hardware requirements are low. When I first installed VICIdial I used an old desktop and turned it into a VICIdial server. And seventh and maybe most importantly, VICIdial is constantly evolving. New revisions come out regularly, and new versions of the installer VICIbox are produced regularly, and they are new features constantly, and the program keeps getting better and better! In their next version of VICIbox they are offering a webrtc softphone built right into the program, so you won't need to download and configure softphones anymore. In summary, VICIdial is everything you always wanted in a predictive dialer or software dialing solution, and it is absolutely free of charge!

Cons

I installed VICIdial in March of 2017. It took me a weekend to set up campaigns, upload lists to call, configure a VoIP carrier, and put in the settings I needed for my campaigns. I installed on a Sunday afternoon and started dialing the next day on Monday morning at 9AM. And everything worked! Now it's June of 2018 and I've been using VICIdial for 1 year and 2 months. Although I got everything working the very first day, over time I have discovered the hundreds of features VICIdial offers and how to set them and configure them. The VICIdial system I use today is much different from the one I started with a year ago. Well the system is exactly the same, same operating system, same vicidial same asterisk, but I take advantage of many features now that I didn't even realize VICIdial had when I first installed it. If there is a con about using this software, and I do not believe there is, it would be VICIdial has so many features it takes a little time to learn all of them

Pros

Vicidial is very complete and easy to install and deploy.Agent interface is easy to use in a natural way.Modifications can be made directly on the opensource code

Cons

The scripter isn t very rich. You have to program your own script if you want an evolved script

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

We have been using ViciDial for our digital marketing firm for years. Vici is an easy to learn dial software that allows for open source integration. ViciDial has allowed us to integrate live call stats into our CRM software as well as many other pertinent features that help overall workflow. My favorite part of ViciDial is the user-friendly interface for both admin and agents.

Cons

I would have to say the only complaint I have is that vici is not physically appealing. The interface looks a little dated, but nonetheless does not affect work flow or productivity.

Pros

VICIdial is the most popular open-source Contact Center Solution in the world and it can become a Swiss Army Knife for those who grasp the infinite possibilities of this incredible system.

We were able to meet all our needs and overcome all challenges using VICIdial.

Cons

I know that VICIdial is not for this purpose, what I miss is an integration in the AGC interface (Agent) with WhatsAPP and Facebook messanger.
We do this today through other solutions, it would be perfect integrated with VICIdial.

Alternatives Considered

Reasons for Choosing VICIdial

Reasons for Switching to VICIdial

Pros

The amount of customization that. you can do, and the sheer power of the dialing platform

Cons

It's got quite a learning curve for people to get proficient with it initially. Although once you've mastered the interface and the concepts behind the dialer, it's amazing.

Pros

I love the API features of this tool and how I can integrate it into other software

Cons

The learning curve is a bit steep when you are new to the system

Pros

Capabilities and features -flexibility.
When a customer is asking me for a weird something I taught myself to say: I will have a look and let you know. No matter how weird peculiar complex or out of the box is what you have been asked there are chances that Vici can do it just by playing around with parameters and menus and not writing even one line of code.
The community is extremely helpful and encouraging.

Cons

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.

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.

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.

Pros

It is easy to use, the features are effective and it can be access from a web platform so it doesn't have to take up alot of storage.

Cons

Wish it could do screen recording so you can see what agents is seeing when having issues we normally have to use another app

Pros

Our company is using Vicidial even before I was hired 5 years ago. It is always available and we never had a issue using it. You can use it for agents time log in and out, monitoring queueing calls, barge live calls and generate reports. All you need about the operations is available there and it can be exported to excel files.

Cons

The interface was a bit old school due to the gray, white and black background but all the details you needed is available especially when your doing reports.

Pros

Vicidial has a complete set of features which allow you to turn inexpensive hardware into a fully fledged callcenter solution. Its features comprehend all of those propietary software, such as call recording, full reporting, outbound and inbound dialing, load balancing multiple servers, and so much more.

Plus, it's open source, so that allows you to customize it or tweak it to fit your needs. There's nothing that can't be accomplished by that.

Cons

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

Also, it's main user interface age starts to show: the design is not contemporary, and it doesn't look the prettiest. However, it still gets the work done.

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

Because it is based on Asterisk you can use your legacy TELCO analog lines, SIP Trunks, E1's, T1's. You can use your legacy analog phones just using a VoIP Gateway.
In constant development of new features.

Cons

It may be is not a real cons because you should do this for all the software, but especially with VICIdial If you don't read and understand the Manager Manual you will take more time to start using the software with all the capabilities

Pros

It is free, scalable, easy to install. For a free software and for all the features offers in it, it is worth trying. The product is highly scalable and can handle a high volume of call. Expertise is however required to administer it and some support token should be purchased in case some issues are harder to fix by the in-house support team. If the callcenter has a reliable and good internet connection and that there are no security issues exposing it to the internet, going for a hosted turnkey vicidial solution would be the best approach.

Cons

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

Pros

Naturally, it's open source which is the main appeal of the software, but, also despite limited support, it is extremely flexible based on the needs of majority of our clients.

Cons

Naturally, unlike some paid call center platforms, it doesn't have unified messaging capabilities. Also, it doesn't allow flexibility to enable our clients to remote monitor our agents given that, per server it doesn't segregate accounts, so, its clients who are given remote access will see our other accounts, if there are several small accounts on the vicidial server

Pros

ViciDial provided for us, the flexibility to house as many users as we needed by paying per server as opposed to having to pay "per user" -- Also, the ability to have one "set" of caller IDs that I can easily switch out as needed, has been a God-send. Our other service allowed us only one caller ID or, if they allowed others, it was a big technical issue to implement with new costs. ViciDial seems to have everything we need, because if ever need it to do something, we look in the manual and it's THERE -- the functionality is endless..

Cons

So much to learn, that it can be daunting, yet the same fact is why we love the system as well... If there was a streamlined training scenario, that would be great....

Pros

Free and open source program in active development and works, consistently. I've based my entire business on this software and it's working wonderfully.

Even the free version has an extremely active community, including the developers, that really want to help you get the system up and going. I have had better support experiences on the free Vicidial forum than I have on a service running.

Cons

Being free and open-source, i suppose i can't complain too much. But the front-end/GUI could use an overhaul pretty bad. The interface looks like a mid-90s website. Granted behind that GUI is a rock-solid system, it would be nice to have something better to look at every day.

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

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

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

I love how easy it is to handle, the exceptional support provided by the vicidial team,
they are like a big family they are always there for you
it is the best tool for any call center or telemarketing company

Cons

so far I have no complaints everything I have needed I have found it in this software

Pros

Vicidial is easy to use and easy for new employees to learn. In my ten plus years in telemarketing it has been the only software we have used. I like being able to go from one office to another and instantly know how to use the software because VICIDIAL is the standard!

Cons

Sometimes when there is no sound, I will have to go into our software on the computer (ZOIPER) and re register the dialer, this is likely not a fault of VICIDIAl, but a driver issue

Pros

Easy to use and make changes as required by the company.

Cons

Nothing actually as the platform works effortlessly.