VICIdial

Une solution de centre de contact très efficace

Avantages :

VICIdial est un outil très performant pour les entreprises. Doté de multiples fonctionnalités, il aide nos agents à gérer des appels téléphoniques au sein de l'entreprise. Simple et facile à utiliser, c'est une application dont l'intégration est très bénéfique.

Inconvénients :

Il serait mieux que le tarif de VICIdial soit affiché au publique et non sur demande.

VICIdial : Un outil très performant

Avantages :

Une solution de centre de contact Open source de niveau entreprise, VICIdial a permis à nos agents de gérer des appels téléphoniques entrants et sortants. Très facile à utiliser et simple comme application, il est doté de plusieurs fonctionnalités et son intégration à de multiples autres applications nous ai beaucoup bénéfique.

Inconvénients :

Pourquoi le prix de VICIdial doit être sur demande ?

Outil Relation Client

Commentaires : quelques heures d'utilisation au début pour se faire la main puis usage rapide hebdomadaire

Avantages :

Grande praticité; prise en main instinctive

Inconvénients :

Rien de particulier; un bon esprit familier des CRM suffit

Vicidial en général

Avantages :

C'est un outil facile à utiliser et à configurer pour centre d'appel de taille moyenne.

Inconvénients :

Avec 15 agents ça marche très bien. Tout est fluide

Amazing software for outbound calling

Commentaires : It's an inexpensive solution which allows complete management of any outbound campaign. It's fully customizable which makes it really appealing, you can have different campaigns and different strategies to call. If you don't have too much money to invest, this is your best choice.

Avantages :

I was looking for an inexpensive solution for a 400 seat call center and I ran into vicidial, it's very easy to use and you can tailor it to your company needs, it's also open source which allows you to add really helpful features. It has all you need for outbound, reporting, tools, dialer, user management, just the best.

Inconvénients :

I would say the installation, was a bit hard mainly on the telco side but that would be its only flaw.

It's Great for a Starter Dialer, if you are making only outbound autodial calls

Commentaires : It did just what it was supposed to do, and not too much over that. Not much customization, very, very basic dialer platform. But it was okay for just starting out. You can spend as much or as little as you want on the budget, as you pay per minutes.

Avantages :

I've used this software with a few different businesses that I have worked for, it is great for a starter dialer, cheap to set up, and very basic. It gets the job done for an outbound autodialer. Loading lead lists was easy as well.

Inconvénients :

It can get expensive, as you pay for minutes. Customer support is pretty much non-existent. Overall, great for a start-up but not something you would want to use long term.

ViciDial

Commentaires : We are answering the calls efficiently and effectively. I am able to track agent performance at a high level to monitor performance and efficiency. I have great hope to read the manuals and learn what else I can do with Vici.

Avantages :

Vici is easy to use and contains a significant amount of reporting to track agent efficiency.

Inconvénients :

The interface is outdated and could use a cosmetic overhaul. some of the reporting is inconsistent. The way abandonment is calculated in the real time main report is by taking dropped calls and dividing it into calls answered. Under inbound daily report it calculates the abandonment correctly by taking dropped calls and dividing it into calls offered. Lacks some of the modern features available in other phone software: After Call Survey, Track short abandoned calls, Forced call backs, Scheduled reporting. In the IVR we can only offer our customers to leave a voicemail with a window prompt instead of allowing them to press a number at any time to leave a vm.

ViciDial is our dialer of choice for good reason: it's incredibly powerful and is a great value

Commentaires : I've built a great business over the past few years, and ViciDial is the foundation of my business.

Avantages :

customer service is fantastic. there's rarely a wait for help, almost every time a human picks up the phone right away -- a very experienced and helpful human, at that! I've attended the in-person training at Vici HQ in Tampa and had a great time learning the ins and outs of the software, as well as meeting the very friendly and helpful staff. Love those guys!

Inconvénients :

ViciDial takes time to learn, and takes much longer to master -- but that's only because it's so powerful and has so many features. Some people remark that the interface is ugly or not user-friendly, but I disagree -- I prefer less bells & whistles & icons & emojis, prefer a thin interface with more functionality.

Review of the usage of VICIdial

Commentaires : I'm able to make separate IDs for all my virtual calling agents, and I'm able to track all their calls with time stamp as well as their call recordings, I'm also able to see the number of hours they were logged in and the whole activity during that time.

Avantages :

This is a superb software, I like the auto calling system as well and the manual dialing where I just have to upload the data file and keep dialing each number just with a click.

Inconvénients :

This software worked perfect for me, didn't give me trouble, so I don't have anything to mention here.

Very good dialer system

Commentaires : In general, it works for your purpose, which is to generate a flow of outgoing calls and increase the efficiency of users.

Avantages :

This app is a very effective dialer for virtual or local call centers, it allows you to load the call list directly to the queue, and they will be assigned according to the campaign that each connected user has in their profile.

Inconvénients :

Probably one of the problems with this app is its interface, it is very rudimentary, it seems more a tool from when the internet started, and html was the only language to design web pages. Another problem that it generates is with cookies, sometimes it does not connect since the browser is hung with previous cookies.

11 years in IT, six in team management, currently Director of IT at large insurance call center

Commentaires : Highly customizable and very reliable software, it just works!

Avantages :

We have requested and implemented numerous customizations to our ViCi system from routing, reports to the agent interface. The ViCi team is always available for support and general questions when I may need further insight regarding modules and settings. The class in St. Petersburg is a must if you want to really know the system from an administrator's role and you will get to know the team that built the ViCidial system.

Inconvénients :

I wish the class was 5 days long and had more about the Asterisk system that ViCi uses. Other than that I have no issues with the ViCi software.

Best open source dialer!

Commentaires : Call center with over 300 agents working very well.

Avantages :

Easy to understand and easy to use and follow, with linux as base OS you can edit the conf files as you wish. Very complete dialer for any needs. just a few steps and minutes for installation. The deployment is very fast. No time wasted. You can find forums online to solve any issue or the Vicidial support has a very higth response timing.

Inconvénients :

So far so good. no problem after all. Integrations with many CRM is a plus.

Excellent Software - Many Great Features

Commentaires : it assisted our business to go paperless, we are now fully automated and makes the business easier to manage.

Avantages :

The ability to manage blended call centers - leads analysis & reporting. i also like the ability to manage data efficiently

Inconvénients :

the setup of the menus could be more easily placed & every-time there's an upgrade it could be useful to change the look of the software

I've been working with VICIDial for 10 yeas. Hundreds of callcenters on current support.

Avantages :

VICIDial's biggest advantage isn't it's free, It's OPEN SOURCE. This software allows deep integration with 3rd party system while keep performance from small to large callcenters.

Inconvénients :

Every middle/big callcenter based on VICIDial should know that is mandatory to have specialized support from well trained person.

Fast and Easy Dialer

Commentaires : Over all the dialer can react a good impact for the call center of mine. My agents doesn't having a hard time to used. Its not time consuming other than dialer in the market nowadays

Avantages :

Easy to used and not time consuming. You can switched from auto dial to manual dial and not time consuming for my call center agents. User manual is good and covers everything that a center must know and the best of it is most of all, It's FREE

Inconvénients :

List listing, user listing, Phone listing, add search functionality and other items that tends to go long. Sometimes you cant hear anything if you don't properly install the settings and sometimes the agents can be kicked out in the dialer

Very stable and active platform

Avantages :

Stable: I've been a VICIdial admin for a seven server cluster for about four years now. Hopefully I didn't jinx myself - but zero days of down time in that entire time frame. If I had to sum up ANY downtime in hours, I'd ballpark less than 30 MINUTES per month TOTAL (95% floor manager/agent) errors (SQL typo, running lists empty, bad listmix status choice). This is a small operation, 20-40 agents, blend of inbound/outbound, 150,000 calls/day, running 5-6 days per week, 8hrs per day.

Inconvénients :

I've had to think on this section for quite a while. Very hard to fault a free and open platform, what can you expect for free?? If you're willing to sit down, read and learn, it's a great platform, community and product. Maybe the paid manuals could be updated more frequently - even a stretch to be a con... It would be nice if there was a newbie section for an admin with no *nix skillset, trying to think of what would make starting out a little easier for some. Then again, if you can't google and figure out 98% of the stuff yourself, probably chose the wrong job.

Been using Vicidial for 8 years now

Commentaires : I'm a very active vicidial user and have multiple servers and we have dialed millions of numbers over the years. All our projects are in The Netherlands. ViCidial is hard to learn but once you have it under control it's an enterprise class solution. It's a great outbound and inbound tool and very scalable. The system is very stable, i've never had a single minute of downtime because of the design of the platform. It's also virtually maintenance free. In some regards ViCidial is still missing some things. For instance the ability to build your own reports and export templates and the possiblity to do skip logic surveys. The agent GUI looks old fashioned but this is not really important for the agents but this would make it much more attractive to a broader audience. Finally an integration (lead loading, call logs, click to dial, etc.) with SuiteCRM would be very welcome. However you can integrate with any CRM if it allows an URL to view a lead, you can set this up in a few minutes! Recently automated reports was added, a great feature to get daily reports via e-mail. If you make a comparison with other dialers i'm pretty sure Vicidial outmatches every system out there when you look at the amount of features.

Avantages :

Stable, scalable, open source, many features

Inconvénients :

Agent GUI, not able to build custom reports via interface (you can design your own if you know how to code since it's open source), no export templates, no surveys.

Vicidial in the Call Center World

Commentaires : I love Vicidial, I have been in the call center industry for over 18 years and have used almost every software platform out there. My frustration of always having to depend on someone to resolve issues within a software resulted in taking action by installing, setting up, and implementing the software personally with the help of the online resources and vicidial manuals. My tech experience was nothing above normal and surprisingly enough I was able to install and setup the system personally without the need to involve someone else. Honestly I continue to test and try other platforms and end up always going back to Vicidial.

Avantages :

The ability to scale the software so easily is a great plus. Vicidial ability to mold to any industry due to the large amount of features it offers...it truly can be a all-in-one software where it solves the need to have multiple platforms to manage information and process in day to day activity. Finally, open source is awesome!

Inconvénients :

Visually it needs work, the software feel can come off as old and tired...but it makes up for it with function.

The dialer is a beast!

Commentaires : Overall, vicidial is a platform for you if you want to build a straightforward campaign or detail designed campaign. Over the years I have been through a number of different platforms and to have the support, robust tools the platform offers and the ability to customize and build what you want, you cannot find a better dialer.

Avantages :

What I liked most about the vidial software is its ability to dial my ideal customers by timezone or by action based on analytics provided by the platform. You are able to track any interraction with potential prospects based on the rules you setup throughout the dialer. The customer service is very knowledgeable and are eager to help with any questions you may have. Being a call center manager, with a need for answers on the fly it goes a long way to have the support and with their help you cannot fail at your campaign goals.

Inconvénients :

The software looks ugly but its a clean design. Hey Vicidial, 1997 is calling and wants its design back.

Vici

Commentaires : Have worked in a few different companies where they used VICI its easy to learn and use

Avantages :

loads leads quickly and easily .generates lots of leads

Inconvénients :

repeated leads, would send out same ones even after coded

Vicidial Software Review

Commentaires : The businesses that we serve have very unique calling and workflow/process issues that are unparalleled in the industry. Vicidial has helped us tackle these issues and DRAMATICALLY improve call center process and performance. We've increased calls by over 200% and revenues by almost as much.

Avantages :

-Sheer functionality. Vicidial has just about every feature and function that you could desire in a call center system right out-of-the-box. -Customizations. Vicidial engineers are, hands-down, the most experienced and brightest in the industry - and I have yet to see a unique problem that we threw at them that they could not solve. -Reliability and ease-of-use. The system is rock-solid, easy-to-use and easy to scale.

Inconvénients :

I really have no complaints - at all. I am a huge fan of the software and the service that this organization provides. I only wish we could clone rep. and his brilliant mind. :)

Reliable, scalable, open source and packed with features for almost any use case scenario.

Avantages :

You can scale it in a pinch, if needed, and can integrate it with any external systems via its HTTP API. It has a rich variety of features, making it suitable for use in any type of call centres, being those inbound or outbound. It has all the required reports needed to successfuly run a call centre operation. It has a very detailed documentation for managers and agents. They offer a free and paid version of their manuals, the difference being the paid version having color and helpful images. It allows call centre managers to have a high grade of control over the agents, monitoring their activity since the time they log in until the end of the day. It is based on known technologies (LAMP, Asterisk), so it is fully customizable according to the customer needs. The community is vibrant, active and helpful. If you find an issue, is guaranteed the forum will have the answer. Also, the main developers are reachable in case you have a more specific need or want to pay for a feature to be implemented. For critical call centre services, it is very easy to integrate it with existing High Availability solutions (HAProxy). They have clear guidelines respecting the hardware needed to implement the solution. And please, before doing anything, read the manual.

Inconvénients :

Some parts of the system (the agent interface, specifically) are very difficult to customize, by its nature (lot of AJAX, HTML/Javascript/CSS/PHP in one big file). Although helpful, the presentation of almost all reports are a bit crude, being in raw text format (but the developers are rapidly enhancing those).

The ultimate selection for call center solution

Commentaires : Since I have started using vicidial, its changed my career path . So many deployment i have made in last 12 years as per my company need. 550 seats with cluster setup for out and in bound was a best achievement in my carrier. API based dynamic IVR has minimized human interaction in our services.

Avantages :

Most useful feature is IVR with API and the survey feature. Report feature is very strong, nothing missed. Finally the web phone feature that's solved millions of issues. This is the only platform, what I need that can be implement or integrate, very impressive.

Inconvénients :

Now a days everything we want to do using mobile phones, hence android app is required for agents.

So easy a child could do it.

Commentaires : Answering calls. Organizing your calls and placing them where they go.

Avantages :

It has a limited number of functions so its not complicated. Quick to install and quick to learn.

Inconvénients :

I have nothing bad to day about this product. I love it.

Best Predictive Dialer on the Market!!!

Commentaires : We had previously used a closed source predictive dialing platform and were getting tired of being nickel and dimed every time we added users or additional lines. The software was also lacking many features. I would be embarrassed to tell you what we paid for the system. This experience led us to shop for a new platform and that is when we came across Vicidial. I am so happy we found them! The fact that it was open source and essentially free made it an easy switch from a financial standpoint. After downloading the manuals and we were able to install a server using their Vicibox installer package. We needed a little help with some advanced configuration so we purchased some support hours from the Vicidial Group and they logged in remotely and got us squared away in a flash. That was about 7 years ago and with each new version the software gets more robust and feature rich. Over the years I have recommended Vicidial to numerous colleagues and have never been burnt. If you need a predictive dialer I would highly recommend Vicidial.