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VICIdial Review

VICIdial
Our score: 8.0 User satisfaction: N/A

What is VICIdial?

VICIdial is one of the world’s most widely-used open source contact center platforms, providing businesses of all sizes and across industries with a throng of communication solutions that range from hosted contact center suite to hardware packages for SMBs (small and medium businesses) and large enterprises and organizations. This contact center solution is highly popular and is used by thousands of companies and organizations from around the world, from a social club located in the United States to a bank in Japan and everywhere else.

VICIdial provides a plethora of features and capabilities, including Inbound ACD, Outbound predictive dialing, skills-based agent routing, full call recording, PBX functionality, inbound email handling, and more. With its offerings, top notch customer service, and dedicated hardware plans, VICIdial has been recognized by multiple parties as one of the best contact center solutions in the market today. It has raked in awards and accolades from esteemed and established tech publications and expert groups, including Sourceforge, ITexpo, and others.

Overview of VICIdial Benefits

VICIdial provides contact agents with a Unified Agent Screen. This feature allows them to handle inbound and outbound phone calls, as well as inbound emails and website customer chat sessions without having to open multiple screens and change views from one screen to another.

Vicidial comes with an embedded web-phone capability that doesn’t need complicated configurations for agents to operate. It is fully operational fight off the bat.

As an open-Source platform, VICIdial users can see how the system works right down at the code level and can make modifications to so they can tailor it to their workflows and requirements. Companies will definitely appreciate that it doesn’t have a vendor lock-in policy. That means they can never be stuck with a useless product because of a vendor that shuts down their business or is taken over by another company.

That the software is constantly updated and new features are introduced all the time should be something users will love about VICIdial. At any point, users can update their software whenever they want to for no additional cost. Whenever a new feature is added to the system for a particular client, it automatically becomes available to all Vicidial users.

Overview of VICIdial Features

  • Client Contact Management
  • Easy Client Information Action
  • Auto Dialling Campaign
  • Predictive Dialling
  • Single or Multiple Dialling Campaigns
  • Call transfer
  • Custom Web Page
  • Custom Music Per Campaign
  • Blended Sessions
  • Automated/Scheduled Call Recording
  • Access from Anywhere
  • Callback Scheduling

What Problems Will VICIdial Solve?

Scenario #1: A client needs agents from their at-home call center to take payments for orders from customers, but they also wanted to maintain their PCI compliance. VICIdial is configured for them that would allow their agents to send customers to an automated IVR at the click of a button that would take the credit card number from the customer and then send the customer back to the agent to complete their order, while at the same time also sending the credit card data through an encrypted channel to the company’s CRM system. The agent had no access to the card number, and there were no recordings made of the number either, so the company’s PCI compliance remained in force, while still being able to benefit from using at-home agents to take order phone calls.

Feature: Agent Park Call IVR

Scenario #2: An inbound call center client wanted to be able to know how many agents they would need on an hourly basis for each of their inbound queues. VICIdial offers a forecasting report that would use historical call and agent data and some input from the company about what service levels they wanted to maintain, and now they can generate a report to see how many agents they will need to have active on each queue on an hourly basis to handle the calls that come in. The report has allowed this company to greatly increase agent efficiency.

Feature: Inbound Forecasting Report

Scenario #3: A hospital services company needed to be able to call their patients after they were discharged from the hospital to see how they were doing and if they had any questions. VICIdial is an automated system that would call the patients up, speaking their name to them, and ask them a series of questions about how they were feeling and how their hospital stay went. The end of the survey also offered the patients the ability to be transferred immediately to speak to a nurse at the hospital they had been treated at. The service worked so well, it reduced readmittance rates by almost 30%.

Feature: Outbound Automated Surveys

VICIdial Position In Our Categories

Knowing that businesses have distinctive business-related needs, it is rational that they abstain from choosing a one-size-fits-all, ideal software system. However, it is hard to try to chance on such application even among popular software products. The better step to do is to list the varied major aspects which need deliberation including essential features, budget, skill capability of staff, company size, etc. Next, you should do the product research fully. Go over some of these VICIdial evaluations and look over each of the software options in your list more closely. Such comprehensive research can make sure you circumvent unsuitable applications and buy the one which has all the features your company requires.

Position of VICIdial in our main categories:

TOP 200

VICIdial is one of the top 200 Communications Software products

TOP 200

VICIdial is one of the 200 Customer Support Software products

VICIdial is also listed in the following subcategories:

Every enterprise has different needs and needs a system that can be customized for their size, kind of employees and clients, and the particular industry they are in. For these reasons, no system can proffer perfect features off-the-shelf. When you try to find a software system, first be sure what you require it for. Read some VICIdial Call Center Software reviews and ask yourself do you want basic tools or do you require sophisticated functionality? Are there any industry-specific features that you are looking for? Obtain the answers to these questions to assist your search. There are plenty of factors that you need to reflect on and these include your budget, specific business needs, your organization size, integration needs etc. Take your time, check out a few free trials, and finally select the app that presents all that you want to enhance your company competence and productivity.

How Much Does VICIdial Cost?

VICIdial Pricing Plans:

Free Trial

VICIdial

Free

VICIdial’s is an open source software and can be obtained for free. You can download the latest version from their official website.

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and VICIdial reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with VICIdial. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English
  • Dutch
  • Polish
  • Swedish

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are VICIdial pricing details?

VICIdial Pricing Plans:

Free Trial

VICIdial

Free

VICIdial’s is an open source software and can be obtained for free. You can download the latest version from their official website.

What integrations are available for VICIdial?

VICIdial integrates with the following business systems and applications:

  • QueueMetrics
  • Zoiper WebPhone
  • Cepstral Text-to-Speech
  • OrecX Oreka
  • Sangoma Lyra
  • RankMiner
  • DNC.com
  • Teamsupport CRM
  • Insightly CRM
  • Pipedrive CRM
  • Vtiger CRM
  • Zoho CRM
  • Salesforce.com
  • Zendesk CRM
  • SugarCRM
  • LessAnnoyingCRM
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Reviewed By Louie Andre
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