Home > Call Center Software > VICIdial > VICIdial vs AVOXI

VICIdial vs AVOXI

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Our analysts compared VICIdial vs AVOXI based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
VICIdial Software Tool
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AVOXI Software Tool
SelectHub Award Winner
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Product Basics

VICIdial is an open-source contact center solution designed to efficiently manage inbound and outbound calls. It’s well-suited for businesses of all sizes that need to handle high volumes of customer interactions. The software offers features such as automatic call distribution, predictive dialing and real-time monitoring, and helps enhance productivity and streamline operations.

Users appreciate its suite of business-specific features, cost-effectiveness and the ability to customize reports and dashboards. Contact the vendor for information on pricing.

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Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.
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$400 Monthly
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Tailored to your specific needs
$99 Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
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Windows
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Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Integrate Easily: Integrate all of your customer interactions in one place, whether they're from your phone system, CRM or messaging apps. Connect with popular CRMs like Zoho and Salesforce through Dialerking.
  • Improve Productivity and Efficiency: Use the predictive calling feature to tell your agents who to call and when to call them. This way, they won't have to waste time searching for phone numbers or making calls manually.
  • Ensure Compliance: Follow FTC and FCC rules for dropped calls, caller ID, call abandon features and filtering out cell phones in the USA, and OFCOM rules for dropped calls in the UK.
  • Provide Better Customer Service: Know what your customers want and when they want it so you can offer them the right products and services at the right time. Use predictive calling to let your customers know who's calling before they pick up the phone so they’re ready to talk.
  • Gather Insights: Access real-time reports on business KPIs that help you track your team's progress and make smart decisions to improve your sales and marketing.
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  • Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
  • Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
  • Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
  • Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
  • Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
  • Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
  • Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
  • Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
  • Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
  • Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
  • Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
  • 24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.
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  • Customizations: Customize reports, languages and dialing methods, and connect the platform to other tools you use, like your lead management system or CRM. Create a customized phone menu (IVR) and import/export data easily.
  • System Integration: Integrate with a suite of applications, special reporting tools and ERP systems.
  • Hosting: Use features designed specifically for call centers, such as custom-built servers to handle network load, tools to clean up phone number lists, strong data encryption to keep information safe and soundboards to help your agents sound their best.
  • Scalable Hardware: Scale easily to accommodate increasing availability and capacity demands with hardware options that fit call centers of all sizes.
    • SMB Hardware: Perfect for small to medium call centers. Built with quality parts and comes in different sizes to fit your office space, and can handle up to 25 outbound agents or 40 inbound agents.
    • Enterprise Hardware: Built for high volume and can handle up to 1,000 outbound or 1,500 inbound agents.
    • Accessories: Include cards for phone lines, tools for better sound quality and devices to keep everything running smoothly.
  • Skill-Based Routing: Send calls and emails to agents who have the right skills to handle them to help customers quickly and efficiently.
  • Integrated Call Recording: Record all calls to your agents automatically with VICIDial's call recording feature. Choose when to start and stop recording with agent control, and record three-way calls, even if your agent drops off. Store all recordings safely and access them easily from the product website.
  • Web-Configurable IVRs and Voicemail Boxes: Build multi-level phone menus (IVRs) with hundreds of options, time-based choices and customer response tracking through the Administrative website. Connect with your own systems to create dynamic IVRs that give callers updates on their orders and shipments, and let them pay by phone.
  • Internal Chat and Broadcast Messaging: Send messages from managers to agents and allow responses with VICIhost. Have group chats with multiple agents in the same chat window, and communicate with agents, even during calls, with Internal Chat and Whisper monitoring.
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  • Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface. 
  • Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics. 
  • Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates. 
  • IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates. 
  • Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs. 
  • Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding. 
  • SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide. 
  • WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration. 
  • Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback. 
  • Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes. 
  • Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot. 
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Product Ranking

#44

among all
Call Center Software

#67

among all
Call Center Software

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User Sentiment Summary

Excellent User Sentiment 311 reviews
Excellent User Sentiment 87 reviews
93%
of users recommend this product

VICIdial has a 'excellent' User Satisfaction Rating of 93% when considering 311 user reviews from 3 recognized software review sites.

95%
of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

4.6 (16)
n/a
4.3 (36)
4.6 (4)
n/a
4.76 (50)
4.7 (259)
4.7 (33)

Awards

VICIdial stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

AVOXI stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

Synopsis of User Ratings and Reviews

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.
Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.
Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.
Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.
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Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.
Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.
Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.
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Setup Needs: Getting started requires setting up computers, software and networks.
Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.
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Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.
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Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

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Screenshots

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Related Categories

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