VICIdial is a very popular open source contact center solutions. It is designed to help businesses of all scales and industries handle their communication needs like hosting a contact center suite. The platform also offers hardware package for clients from small and medium businesses to large organizations. VICdial is a go-to communication solution for thousands of organizations today worldwide. Users span from both sides of the Atlantic reaching Asia like Japan.
VICIdial offers many features including Outbound predictive dialing, Inbound ACD, full call recording, inbound email handling, PBX functionality, and skills-based agent routing among many others. VICIdial offers top notch customer service. It also has dedicated hardware plans. The software garnered accolades from multiple bodies as one of the best contact solutions available. Tech publications and experts like Sourceforge and ITexpo have praised VICIdial for its functionalities and ease-of-use.
Product Quality Score
Ease of use
Value for money
Main features of VICIdial are:
Access from Anywhere
Auto Dialling Campaign
Automated/Scheduled Call Recording
Client Contact Management
Custom Music Per Campaign
Custom Web Page
Easy Client Information Action
Single/Multiple Dialing Campaigns
The main benefits of VICIdial are its web-phone capability, unified agent screen, open-source system, and constant updates and upgrades. Check out more advantages below:
Unified Agent Screen
The platform has a Unified Agent Screen that enables users to handle not just outbound and inbound calls but also inbound emails plus website chat. This can all be done in one screen under one dashboard. There is no need to switch apps and switch screens. This expedites the communications processes and improves customer experience.
VICIdial is fitted with a web-phone capability. With the software, there is no need for further configurations. It is plug and play.
The platform is open source. Users can determine how the system works at the code level and can configure it to their liking. This means businesses can customize their use of the software specific to their requirements and processes. There is also no vendor lock-in policy which is a plus. One can never get stuck with a product because the vendor shuts its support down.
Updates and Upgrades
VICIdial is always upgraded and updated with new features. This is also. When a new feature is available for one client, it is made available to all users. It is certainly a gift that keeps on giving.
Customer Support Types
The following VICIdial integrations are currently offered by the vendor:
VICIdial pricing is available in the following plans: