VICIdial

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What is VICIdial?

VICIdial is a contact center solution with predictive dialer with inbound, outbound, and blended phone call handling, as well as inbound email and customer website chat.

VICIdial is an enterprise-class, open source, contact center suite in use by many large call centers around the world. It has over fourteen thousand (14,000) registered installations in over 100 countries around the world. The official releases of VICIdial have been downloaded over twenty-five thousand (25,000) times in the last year alone.

VICIdial has a full featured predictive dialer. It can also function as an ACD for inbound calls, or closer calls coming from VICIdial outbound fronter agents, as well as inbound emails and website chat messages coming in from customers. It is capable of inbound, outbound, and blended phone call handling. VICIdial even allows you to have agents logged in from remote locations. The agent screen is available in sixteen (16) different languages, with options to make your own translations as well.

VICIdial is extremely flexible and scalable. A large VICIdial installation can handle over two million (2,000,000) phone calls per day, with over five hundred (500) agents handling calls and internet communications from customers. There are also over two thousand (2,000) settings and configuration options, allowing easy customization of distinct call flows, agent permissions and other settings.



VICIdial Awards


VICIdial currently scores 84/100 in the Contact Center Management category. This is based on user satisfaction (82/100), press buzz (38/100), recent user trends (falling), and other relevant information on VICIdial gathered from around the web.

The score for this software has improved over the past month. What is this?
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VICIdial Product Overview

  • Predictive dialer

  • Inbound, Outbound blended call handling

  • Inbound email

  • Customer website live chat

  • Call recording

  • Web-based

  • Several integration options including APIs


Languages Supported: Danish, German, Italian, English, Spanish, Portuguese, Russian, Japanese, Chinese, Swedish, Dutch, Polish, Greek, Slovak, French

Contact Center Management Software Buyer Guide 2021

Product recommendations, vendor rankings, market overview and tips on how to select Contact Center Management software for business. Published in November 2021.

Products in this category help a business run its contact center more smoothly, thanks to their ability to automate important tasks, such as, recording phone calls, tracking customer interactions, organizing emails, and leaving voicemails. You can use conta...

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VICIdial Features

  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Comparative Reporting
  • Automatic Call Distribution
  • Auto Dialer
  • Call Logging
  • Call Monitoring
  • Call Scripting
  • Escalation Management
  • Interactive Voice Response
VICIdial Pricing

VICIdial Pricing Plans

Hosted Service

$400.00
1 server(s) / month
  • dedicated hardware
  • 1 hour per month included support

Paid Support

$200.00
per hour
  • 24/7 service
  • From the creators of VICIdial

Credit card required: No

VICIdial FAQs

Does VICIdial offer multi-user capability (e.g. teams)?

Yes, VICIdial allows for up to thousands of users on the system.

Does VICIdial offer an API?

Yes, VICIdial offers both APIs and HTTP Push agent events.

What are some applications VICIdial is commonly used in tandem with?

CRM solutions are commonly used with VICIdial.

What platforms does VICIdial support?

VICIdial is web-based, so users on all platforms can access and use the solution. The server components run on Linux.

What is VICIdial generally used for?

Companies requiring a contact center solution.

Does VICIdial offer guides, tutorials and or customer support?

There are many guides and tutorials available, and we also offer customer support.

Does VICIdial integrate with any other apps?

Yes, VICIdial can integrate with many CRM applications and many other applications through it's APIs and push event notifications.

Who are the main user groups of VICIdial?

Companies that are looking for a full-featured contact center solution without vendor lock-in or end-of-life of the software solution.

You can use on your own hardware or host in our private VICIhost cloud service.

VICIdial User Reviews

Average User Rating:
4.08/5 based on 26 user ratings.
Your Rating:
User profile picture

"Horrible Customer Service"


What do you like about VICIdial?

This has the potential to be a good product if the customer service wasn't so lacking.

What do you dislike about VICIdial?

For one year, we did not use the product due to Covid-19 and being shut down. We asked if we can receive a credit and were told no. We asked to pause and we were told no. Our only option was canceling. Once we canceled, a few months later we asked to re-activate. We were told a $1000 reinstatement fee needed to be in place for us to continue. I asked if that can be waived and their accountant Stacey was very unprofessional.

Her exact words in an email "My boss has hired me specifically to keep deadbeats like you at bay. What do you think? He wants to lose more money because of your company? With that ultra-sweet offer of 1 month of service? Pass."

The fact an employee would email someone that is unprofessional. I called today to speak to a manager and nobody will return my call.

2/5
Usefulness
2/5
Ease of use
2/5
Value for money
1/5
Customer service
Dec 30, 2020

Reply from Matt at Vicidial Group:

The purpose of this reply is to warn other vendors about the abuse and threats we received simply for refusing to offer service to a client who had already breached their contract and owed us money. The Facts: Contractually, hosted clients must submit written notification to cancel service, 7 days in advance of the month. MYMEDI's notice to cancel for October needed to arrive by 9/23/2020 to avoid the next lease payment. On 11/3/2020, they emailed to officially close the account (we advised them it was already closed). 10/13/2020: MYMEDI was notified that the account was being closed for nonpayment. As an interested party, they asked what they could pay to stay active and were told: $330.89. They did not reply back or pay and the account was closed. VICIdial had already paid for October's fees for this client's hosted server and phone numbers, thus a financial loss on this account, due to lack of proper cancellation. MYMEDI breached the contract. 12/24/2020 – MYMEDI requested to return just for January. We advised they had to pay the past dues, plus $1000 to reinstate the account, per policy. They asked to waive the $1000, regardless of the losses we already incurred from them. Their offer was rejected with a single word: Pass. This started an abusive response from them in which the following occurred: - Threats from Marc Hermes to “hire an Army” of people to review and rate VICIhost poorly. - “False Victim” tactics and threats to engage the owner, despite being handled by the proper authority. This was met with Stacey's incredulous sarcasm. Marc was told in two emails that further contact was considered harassment and we started closing the emails, unread. The team was notified and when no one would return his calls, Marc: - Attempted to contact Vicidial employees/owners sending them repeated messages/requests. - When those were ignored, he tried multiple employee phone numbers and called them repeatedly – again they were ignored. Upon recognizing his emails and phone calls were blocked, Marc: - Found an alternate email address to request a supervisor call, which was denied on the phone already. - Had a 3rd party email us to abuse us further, trying to spin their lack of cancellation into financial victimization. In opposition to the facts, they viewed their lack of use during the pandemic as a theft of funds. They never made any requests to pause their lease, which we have a policy for and have used in the pandemic happily for many of our clients. If VICIdial did offer horrible, 1-Star customer service in nearly 2 years for them as our client, why would they want to engage us again, as of 12/24/2020? That complaint was only launched after we refused to allow them to return. Why would any Vendor respond to harassment, threats, and abuse as a means to continued service? Vendors BEWARE.

User profile picture

"Easy to say F off"


What do you like about VICIdial?

nothing really. it just like all other dailers. though i liked the fact that i can buy my own server.

What do you dislike about VICIdial?

Customer Service and Tech Support.
Seems like after i bought the server, they were rude, and really helpful.
i stop using them for a while, and then when i was going back to it, their email was simply F off. (again!) i couldn't believe this is an American customer service. BAD BAD BAD!!!
"we feel it would be best end our relationship with you."
Can you believe this after i bought a server for maybe $3000?
Would you be expecting this kind of customer service?

1/5
Usefulness
2/5
Ease of use
1/5
Value for money
1/5
Customer service
Mar 02, 2020

Reply from Matt at Vicidial Group:

As a vendor, you wish that you could warn others about abusive clients, to save them the trouble. Then you see something like this review and you feel confident that all the information another vendor needs to know, has been unwittingly spoken by the person themselves. Our clients are 2 types: those who need the back up and guidance to run their own server (Premise) and those who are better off not doing any heavy lifting (Hosted). Yaniv believed he was equipped for Premise. He was not. He understood so little about what his responsibility would be to set up a network prior to the hardware he purchased arriving, that he assumed we could set it up for him from Florida... he is in California. He simply did not know how this worked. Our technicians walked Yaniv through all of this over the phone with the support time included with his purchase, which was above and beyond our responsibility and scope, as explained to him before his purchase. This is an excerpt from an email to one of the owners on 1/26/17 - Yaniv used us for support a full month after this email was sent to him: Ticket#2017012610000168 — Disappointing call with Yaniv 1. His teams in on the West Coast, working from 9 am - 4:30 pm PST. Based on his production time, I first suggested that he come in early, since we are here from 6 am to 9 am his time for regular support hours, but he would not be able to be awake by 5am his time to get to the office. Next, I suggested after hours, since you work late and could be available to him for 1.5 rate for billing instead of double time when they completed work. He dismissed this suggestion, too. I assured him we would set up what he needed, I just wanted to make the best use of his time. 2. At this point, he asked how many hours he had left - I looked this up an noted 4 hours used in his 5 hour contract. I again suggested that this being only good for 30 minutes of work on a Sunday - we should try to arrange it before or after work. At this point, he immediately decried all the time we have spent assisting him with work on his router and claimed it should be at our expense not his. His actual words were - "your equipment did not work with what I had at my site, that should be on you not me". Seriously - I tried to stop him right there - his router which is beyond our scope and yet you helped him - but he feels that his crappy equipment is somehow our responsibility. ??? At this point, I told him no, if the server had an issue, we would not bill to fix that - but he engaged our techs to assist him with tasks that an onsite IT staff member would have handled - so he gets billed for that time. As you can see, we tried to be efficient and accommodating to his needs but he had unreasonable expectations of how the world and money work. Again, used us a full month after the above and then he tried to buy more time last week. We declined his offer. If we are so horrible and do not provide services as promised and told him "f**k off" (not true) why is he so thirsty to come back? Our only mistake, for which we apologized to him, was not formally firing him as a client back in 2017. He even referenced that in his own complaint as a testament to his contradictions.

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