VICIdial Reviews & Pricing

by VICIdial | Founded 2007, St. Petersburg, FL

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Overview Pricing Benefits Reviews Features

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What is VICIdial?

Industry Specialties: Serves all industries

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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User Sentiment

Based on 311 reviews:

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Product Screenshots and Videos

VICIdial Pricing

Based on our most recent analysis, VICIdial pricing starts at $400 (Monthly).

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Starting From: $400
Pricing Model: Monthly
Free Trial: Yes, Request for Free

Training Resources

VICIdial is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for VICIdial:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

VICIdial Benefits and Insights

Why use VICIdial?

Key differentiators & advantages of VICIdial

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.

Industry Expertise

It's ideal for call centers of all sizes, from small setups to large enterprises seeking efficient call management and detailed reporting capabilities. It’s particularly well-suited for businesses and organizations that require scalable solutions for handling large volumes of inbound and outbound calls, as well as for managing telemarketing, customer support and phone survey campaigns.

VICIdial Reviews

Average customer reviews & user sentiment summary for VICIdial:

311 reviews

93%

of users would recommend this product

Key Features

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.

Approach to Common Challenges

Managing High Call Volume and Wait Times: VICIdial's automatic call distribution (ACD) system efficiently distributes calls, reducing customers' wait times.
Preventing Agent Burnout & Attrition: The software provides features like predictive dialing, autodialer mode and automated call recording to increase agent productivity and reduce burnout.
Security and Data Protection: The software provides secure data centers and security protocols to protect customer data and ensure compliance with industry regulations.

Cost of Ownership

Frequently asked questions regarding VICIdial pricing include:

Q. Is VICIdial software really free?

A. The VICIdial software itself is free and open-source, but there are costs associated with setup, hosting and maintenance.

Q. What are the typical costs involved in using VICIdial?

A. Costs can include initial setup and training (if you don't have in-house expertise), ongoing hosting fees (if you choose a hosted solution like VICIhost) and potential charges for minutes used, additional phone lines and add-on features.

Q. What are the different pricing options for VICIdial hosting?

A. VICIhost, the official hosting provider, charges a monthly fee per server, plus additional costs for minutes used.

Q. How can I estimate the total cost of using VICIdial for my call center?

A. The total cost will depend on several factors, including the size of your call center, the features you need and your chosen hosting and support options. Contact VICIdial or a certified partner for a personalized quote based on your specific requirements.

Limitations

At the time of this review, these are the limitations according to user feedback:

Outdated design.
No integration in the agent AGC interface with WhatsApp and Facebook Messenger.
Steep learning curve.

Training Resources

Manuals: Access agent and manager manuals with complete descriptions of all functions that are available for use.
Public Training Courses: Get help figuring out how VICIdial works.

The two-day manager training course covers everything managers need to know about VICIdial's interface.
The one-day administrator training course teaches how to install, set up and troubleshoot VICIdial.
The expert training course allows you to ask about specific topics beforehand, and cover them in detail during the session.

FAQs

Frequently asked questions regarding VICIdial include:

Q. Is VICIdial free?

VICIdial is open-source software, meaning it is free to download and use. However, there are costs associated with setting it up, and hosting and maintaining it.

Q. What are the hardware requirements for VICIdial?

VICIdial can run on various hardware configurations, but it's essential to have a server with sufficient processing power, memory and storage to handle your call volume and desired features. VICIdial Group offers certified hardware solutions tailored for different call center sizes.

Q. Do I need technical expertise to set up and use VICIdial?

While VICIdial is powerful and flexible, some technical knowledge is required for initial setup and configuration. If you don't have in-house expertise, you can hire a VICIdial consultant or partner to assist you.

Q. Can I integrate VICIdial with my existing CRM or other systems?

Yes, VICIdial can integrate with various CRM systems, databases and other external applications. For some integrations, you might need custom development or third-party tools.

Q. Is VICIdial suitable for inbound, outbound or blended call centers?

VICIdial is designed to handle inbound, outbound and blended call center operations. It offers features like predictive dialing, automatic call distribution, IVR, call recording and real-time reporting.

Q. How does VICIdial handle call recording and compliance?

VICIdial has built-in call recording capabilities and features to help you comply with various regulations, such as do-not-call lists, call monitoring and quality assurance.

Q. Can I try VICIdial before purchasing it?

Yes, you can download and install VICIdial on your own server to test it out. Some hosting providers also offer demos or trial periods.

Q. What are the alternatives to VICIdial?

There are several other call center software options available, both open-source (GoAutoDial) and proprietary ( Five9, Genesys, Talkdesk). The best choice for you will depend on your specific needs and budget.