VICIdial Review: Is It The Right Contact Center Operations Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Overview
Pricing
Features
Buyer feedback
Alternatives
Media
Security & Compliance
Support
FAQ
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What is VICIdial?
VICIdial is enterprise class contact center software that delivers an intuitive solution for small, medium, and large contact centers. VICIdial supports blended contact center operations and includes the tools you need to quickly: Plan telephonic and self-service channels, Reputation management, Conduct post-call surveys, Configure IVR self-service and monitor call center performance, create online communities for social sentiment analysis, Integrate call center activity with CRM systems.
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
Data residency:🇺🇸
Platform
Web + mobile app (iOS & Android)
VICIdial Software Demo
VICIdial was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider VICIdial
- Use cases
- Contact centers, Customer support operations, Telephony and IVR management
- Team types
- Contact center managers, Customer service teams
- Company size
- 51-500 employees, 500+ employees
- Workflow style
- Enterprise-focused and process-heavy
- Setup complexity
- High
Why teams choose VICIdial
Supports blended inbound and outbound contact center operations
Includes tools for IVR configuration and call center performance monitoring
Open-source nature allows extensive customization and integration
Is VICIdial right for you?
Best for enterprise contact centers needing customizable, blended telephony solutions.
Choose VICIdial if
- You require a highly customizable, open-source contact center platform.
- Your operations involve both inbound and outbound blended call handling.
- You need advanced IVR configuration and detailed call center performance monitoring.
Consider alternatives if
- Your team lacks technical expertise to manage complex self-hosted software.
- You prefer a simple, out-of-the-box cloud SaaS solution with transparent pricing.
What buyers should know before shortlisting VICIdial
VICIdial is a robust solution for enterprises needing a comprehensive contact center platform. Its extensive features cater to a wide range of operational needs but may require significant setup and support.
VICIdial pros and cons
- VICIdial pros
Supports blended inbound and outbound contact center operations
Includes tools for IVR configuration and call center performance monitoring
Open-source nature allows extensive customization and integration
- VICIdial cons
Requires technical expertise to deploy and maintain
Lacks transparent pricing due to open-source model
Ready to try it?
Get started with VICIdial
Connect with the team for a personalised demo.
Still comparing?
See how it stacks up
Compare VICIdial side-by-side with top Contact Center Operations Software alternatives.
What is the pricing of VICIdial?
VICIdial Pricing Plans
Weighing your options?
Not sure if VICIdial fits your budget?
VICIdial reviews and ratings
Buyer sentiment
Users appreciate VICIdial's robust feature set and customization but note the complexity and technical demands of deployment.
What buyers like
- Feature richness
- Customizability
- Integration capabilities
Common complaints
- Complex setup
- Technical support challenges
Are you using VICIdial?
What users are saying
MH
Marc Hermes
11/03/21
Unprofessional
PROS & CONS What are the best aspects of this product? After implementation, it was easy to use. Lack of support and unprofessionalism of their ...
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E
Ed
10/25/21
Makes things better for your call center.
PROS & CONS What are the best aspects of this product? It is a very user-friendly software to use for inbound and outbound calls. Our employees love ...
Read more
LS
Liberty Settlement Funding
10/21/21
Horrible Customer Service
PROS & CONS What are the best aspects of this product? This has the potential to be a good product if the customer service wasn't so lacking. What ...
Read more
D
Dana
08/06/21
You can use VICIdial to help route your calls into once contact center.
PROS & CONS What are the best aspects of this product? It comes with great and useful features. You can make some changes to the interface that will ...
Read more
T
Trace
07/12/21
It solves the problems that most contact centers go through.
PROS & CONS What are the best aspects of this product? It saves us so much money because we do not have to pay for the basic platform. I love that ...
Read more
F
Franz
06/27/21
Robust and straightforward.
PROS & CONS What are the best aspects of this product? VICIdial is capable of doing a lot of things that can enhance call center operations. ...
Read more
- See if VICIdial fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
Step 1 of 4
How big is your team?
We tailor recommendations to companies your size.
What are the features of VICIdial?
In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where…
Call List Management is an essential feature in software designed to streamline the process of managing calls. It enables users to create, o…
The process of listening in on employee calls to improve communication and customer service is known as call monitoring. It's most typically…
Call recording is a software feature that records phone conversations and stores them for future reference. This feature is commonly used in…
IVR stands for interactive voice response. It is a technology that allows humans to communicate with a computer-controlled phone system by u…
VICIdial security and data handling
Key compliance certifications and security features for IT and security teams evaluating VICIdial.
Developer & data
Alternatives to VICIdial
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Streamline customer service and ...
9.1
Very Good
VICIdial Support Options
Frequently Asked Questions About VICIdial
Common questions buyers ask before choosing VICIdial.
VICIdial is a Contact Center Operations Software. VICIdial offers Call List Management, IVR Support, Call Recording, Call Monitoring and many more functionalities.
VICIdial is a strong fit if: You require a highly customizable, open-source contact center platform.; Your operations involve both inbound and outbound blended call handling.. Consider alternatives if: Your team lacks technical expertise to manage complex self-hosted software.; You prefer a simple, out-of-the-box cloud SaaS solution with transparent pricing..
Buyers commonly note the following limitations of VICIdial: Requires technical expertise to deploy and maintain; Lacks transparent pricing due to open-source model; May have a steep learning curve for non-technical users.
Some top alternatives to VICIdial includes Dialer360, PrimoDialler, Novanet Cloud Contact Center, HoduCC and Freshdesk Contact Center (Formerly Freshcaller).
VICIdial offers Open-source pricing model
The starting price is not disclosed by VICIdial. You can visit VICIdial pricing page to get the latest pricing.
Ready to try it?
Get started with VICIdial
Get connected with the team for a personalised demo.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
