# VICIdial Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is VICIdial the right Auto Dialer solution for you? Explore 264 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/135842/VICIdial/reviews --- VICIdial 4.7 (264) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of VICIdial Ease of use 4.4 Customer Service 4.6 ## Pros and Cons in Reviews KC Katie C AdminMarketing and Advertising, 2 - 10 employeesUsed the software for: More than 2 years. “ViciDial has allowed us to integrate live call stats into our CRM software as well as many other pertinent features that help overall workflow.“ August 13, 2024 DW Deanna W Customer Service AgentTelecommunications, 51 - 200 employeesUsed the software for: 6-12 months. “We tried to get them fixed and they did not do anything.“ May 7, 2021 KC Katie C AdminMarketing and Advertising, 2 - 10 employeesUsed the software for: More than 2 years. “ViciDial is a dialer platform that I recommend to anyone in the call center industry.“ August 13, 2024 VS Vaughn S CEOTelecommunications, 2 - 10 employeesUsed the software for: More than 2 years. “Too many features to learn, this software is loaded, so it will take you a while if you want to learn and try all the features. “ April 20, 2020 JM Javier M HR ManagerConstruction, 11 - 50 employeesUsed the software for: Less than 6 months. “Having Vicidial makes our job way more easier“ November 27, 2024 is ivan s CTOFinancial Services, 11 - 50 employeesUsed the software for: Less than 6 months. “Design outdated.“ February 14, 2022 Matthew A FreelancerOutsourcing/Offshoring, Self-employedUsed the software for: More than 2 years. “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.“ November 17, 2021 JC Jorge C Contact Center ConsultantTelecommunications, 2 - 10 employeesUsed the software for: Less than 6 months. “GUI, integrations quite complex and documentation is not always up to date. “ April 20, 2020 ## Showing most helpful reviews Showing 1-25 of 264 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Muhammad A. CEO/COO Automotive Used the software for: 1-2 years ### "Why would someone still buy paid call center applications?" December 20, 2018 5.0 We have deployed 4 call center one of which is serving 400 agents. I have had experience with some closed source application before i used vicidial for the first time. i was a little skeptical before i switched to vicidial but now we recommend every one to use vicidial instead of pricy applications. we never faced reliability and stability issues which some people mentioned in their reviews. We are happy to recommend it to customers and provide them support and building new featutres Pros What i love about this Vicidial is that its free, which sometimes seems too good to be true. Scaling the deployments is far more easier than one can imagine. I have installed three different call centers in inbound and blended configuration. The flexibility to develope custom features is just matchless. "No vendor lock in" is one of the biggest reasons i would prefer this application over any other paid application. i had read some review where people woul put a server reboot overnight to gain stability, however i have an installation of a cluster of 4 servers which has not been rebooted since once year now. Its free, stable, reliable and flexible to build new features. Cons We had customisations which made updates tricky. I would also like to see a better agent screen. Review Source Ian G. ICT Consultant Used the software for: 2+ years ### "Great features and adaptability make this a powerful dialer." April 28, 2018 5.0 We achieved cost savings, system stability and better efficiency. These aspect obviously led to better profits. Better profits allowed us to hire a developer that helped us build a BI system (directly from the Vicidial database) that helps us analyze performance and identify trends. Pros We run all manner of campaigns from Vicidial; sales, lead generation, support, data capture, etc. And Vicidial handles all the variables we've thrown at it, with aplomb. Using the group and user management, it's easy to ring fence and manage campaigns. Help is right there; alongside just about every setting is a link directly to the help section of that setting. Cons The user interface could do with a bit of work, could really be a bit more customisable, specifically the agent portal. The campaign management section could be broken down into labeled sections to make the vast array of settings easier to find. Review Source VR Verified Reviewer Customer Support Operations Manager Pharmaceuticals Used the software for: 1-2 years ### "ViciDial " April 4, 2019 3.0 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. Pros Vici is easy to use and contains a significant amount of reporting to track agent efficiency. Cons 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. Review Source Response from Vicidial Group April 5, 2019 As for the inbound drop-rate, there are configuration changes you can make to have the Real-Time report use all-calls to calculate the drop percentage. The default behavior is to use Answered calls because the vast majority of VICIdial clients use outbound, and taking dropped calls out of Answered calls is a regulatory requirement in most countries. Also, After-Call-Surveys and Force-Scheduled-Callbacks are available as standard features in VICIdial. Shilleah S. Sales and Marketing Manager Consumer Services Used the software for: 2+ years ### "It's Great for a Starter Dialer, if you are making only outbound autodial calls" December 5, 2019 4.0 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. Pros 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. Cons 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. Review Source Response from Vicidial Group December 10, 2019 We certainly do offer full customer support if you are interested. Also, the VICIdial software offers full inbound call, chat and email support as a part of it's agent screen functions, in addition to outbound manual and auto-dialing. There are over 2000 features and settings included. Juan Carlos M. Gerente de Servicio al Cliente Online Entertainment Used the software for: 2+ years ### "Amazing software for outbound calling" April 25, 2018 5.0 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. Pros 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. Cons I would say the installation, was a bit hard mainly on the telco side but that would be its only flaw. Review Source Gregory N. Partner Used the software for: 1-2 years ### "ViciDial is our dialer of choice for good reason: it's incredibly powerful and is a great value" April 30, 2018 5.0 I've built a great business over the past few years, and ViciDial is the foundation of my business. Pros 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! Cons 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 Source Matthew A. Freelancer Outsourcing/Offshoring Used the software for: 2+ years ### "Review of the usage of VICIdial" November 17, 2021 5.0 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. Pros 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. Cons This software worked perfect for me, didn't give me trouble, so I don't have anything to mention here. Review Source Carla D. Gerente de sucursal Pharmaceuticals Used the software for: 1-2 years ### "Very good dialer system" November 30, 2019 5.0 In general, it works for your purpose, which is to generate a flow of outgoing calls and increase the efficiency of users. Pros 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. Cons 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. Review Source Response from Vicidial Group December 2, 2019 Vicidial does not actually web use browser cookies, and it never has. Chris D. Director of IT Support Insurance Used the software for: 1-2 years ### "11 years in IT, six in team management, currently Director of IT at large insurance call center" April 30, 2018 5.0 Highly customizable and very reliable software, it just works! Pros 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. Cons 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. Review Source Maximo L. Senior Security Engineer Outsourcing/Offshoring Used the software for: 2+ years ### "Best open source dialer!" November 22, 2018 5.0 Call center with over 300 agents working very well. Pros 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. Cons So far so good. no problem after all. Integrations with many CRM is a plus. Review Source JM Javier M. HR Manager Construction Used the software for: Less than 6 months ### "God bless VICI Creators" November 27, 2024 5.0 Having Vicidial makes our job way more easier Pros The most powerful Open Source power dialer and CRM in the world. Cons It seems outdated and is in part because it can be modified Review Source EV Elvyn V. Manager Business Supplies and Equipment Used the software for: 2+ years ### "Vicidial, is a great tools for all Call Center that need to have High Level Customer Experience ." April 28, 2018 5.0 \- Stability -Scalability -Modular Deployment -Low Cost - Redundancy - Recovery Disaster - Integration with othe PBX Platform -Recording -Monitoring -Reports -IVR's solution Integration -Survey -Security Pros Well, I like features:Load Balancing of call between multiple inbound or outbound Asterisk servers. So good for performance optimization. Set outbound CallerID per campaign or per list. Start and stop recording an agent's calls( Scripts), and Full Recoding too. Phone login balancing and fail over across multiple vicidial servers, great!!, is a redundancy option, very important. You can be logged from anywhere. Faster hangup -Hot Key,etc. I am an Voip Telephony Integrator, and in this Vicidial is Flexible and Stable. Vicidial is my firts option when i have to deployment call center solution. I like other one thing, the opertating system platform ( OpenSuse Leap ) because Vicidial working great with it. Cons A few points, firts one, DISPO SCREEN, PAUSE SCREEN, You know, I think, GUI can be better . Other one, according my knowledge Vicidial do not show PSTN setting template for T1's, E1 or J1, this for company that until today has this type of Telecommunications resources for dialing and customer service. I think, Vicidial Team assume that an Asterisk PBX admin know that Or Call Center Industry is SIP Trunk oriented and legacy pbx will be unavailable a few year or right now. Other one, is about language, translate for Spanish is not so good. but I admit is easy to set. Review Source BM Burk M. VICIdial Auto Dialer Installation, Customization Information Technology and Services Used the software for: 2+ years ### "The Future of the Call Center Industry" March 16, 2017 5.0 VICIdial has, over years of constant and thoughtful development, established itself as the Microsoft Office equivalent of call centers. I see it everywhere. A quick overview: VICIdial lives on a server, and is displayed to your sales agents via their web browser. They run a small (usually free) soft phone on their computer with a headset, and when they log in to VICIdial, their soft phone rings, they answer the call, and begin their work. A bit more detail: Because the software suite is open source and free for anyone to download, use, and modify, I've seen (and personally created) customized solutions that do everything from accept orders from a 3-rd party sales website to literally delivering room service orders using robots (really!). VICIdial scales from single servers with small call teams, to clusters of dozens of servers and hundreds of agents. If you're paying for a proprietary solution, you're probably doing it wrong. I get calls from call center owners looking to switch to VICIdial constantly. Do yourself a favor and take a hard look at the VICIdial Call Center Suite. Pros VICIdial is free, open-source, and regularly updated by a dedicated core team of experienced software developers. It works very well, and when properly configured is extremely reliable and robust business software. Cons VICIdial has been in development for many years, adding many (many!) features which can overwhelm call center managers new to VICIdial. Review Source SK Shariq K. IT Manager Information Technology and Services Used the software for: 2+ years ### "Best Open Source Turn key Call Center Solution" April 29, 2018 5.0 I googled this product in 2007 and from that day i have defined my field line to Call center and VoIP. I gained too much knowledge in Linux environment and voip for call center because of the vicidial. I have deployed vicidial in all of my jobs for call center purpose. In short if anyone ask for the call center solution then my straight answer is Go with ViciDial. Pros Vicidial is the one and only comprehensive open source call center solution that has all built in features according to the user requirements. And because of its open source solution can be customized easily. Very reliable and robust product. One of the major advantage is its scalability. No license limitations. Integration with user applications is very easy. In short what a user can think about any feature, it's built in available. Cons The GUI of agent is very bad. It has all the features but front end is not what according to the current market trend. Color scheme also very old style. And the detailed reports never matched with others. I can understand that reports shows from different tables but user want simple report with the matched statistics. I always face time (logging and call duration) difference in reports as well as the disposition statistics difference. Review Source ML Miguel L. CEO/Founder Information Technology and Services Used the software for: 2+ years ### "A great tool for lead generation campaigns" March 16, 2017 5.0 For the last few years we've been supporting ViciDial installation for the telemarketing and call center industries. Our company provides dedicated servers in the cloud and the actual SIP trunking for inbound or outbound calls and somehow we ended up involved with supporting ViciDial for our customers. Among a variety of tools out here we found that ViciDial enables telemarketers to run 'Press 1 campaigns' or 'Voice broadcasts campaigns' with professionalism. In those markets wanting to avoid a "per agent" cost ViciDial is a great tool. A typical customer of ours makes 200,000 calls a day in average to get new prospects and eventually close more deals. I'd say without ViciDial this task would be very demanding . And thanks to our CRM integration agents become more effective and efficient. Pros It's powerful. It can be tweaked in many ways in order to enhance performance. If you are looking to avoid per-agent/per-seat costs or software licensing this is a good way to go. Cons If you are not familiar with Linux, Asterisk, SIP, VoIP Security and MySQL it may get you into frustration. Review Source DF Daniel F. Manager Outsourcing/Offshoring Used the software for: 6-12 months ### "VICIdial Review" April 8, 2019 4.0 The Sales and setup process were very good. The support team was very professional and helpful to get our system setup and working in spite of some challenges. The functionality of the platform is robust. There are certainly settings for just about everything...which at times takes experience to thoroughly understand, and in some cases, help to get figured out. While we have had success with some service issues, we have also had some moments that were frustrating. Our initial assumption is that the service model using credits may be in part to blame. We don't know when our credits are running low and it is frustrating when we are in an emergency situation because something isn't working and the response we get is "sorry - we can't help you because you are out of credits"). Again - we may shoulder some of that in not fully understanding or managing expectations, but having a debit card on file or a monthly auto-ACH payment would seem to be a much better option in our opinion. Pros a very robust set of functionality features. Cons Not extremely intuitive. Functionality is a blessing, and at times, a curse. There is much to learn and figure out and the customer service model has not been ideal in our experience. There are times when it has been good and times it has seemed awful...wondering if the negative experiences are due to the nature of the model (i.e. "we can't help you because you are out of credits") Review Source VR Verified Reviewer Sales Executive Telecommunications Used the software for: 2+ years ### "VICIdial Call Centre Software, the foundation of Hostcomms hosted call centre service" April 10, 2019 5.0 Small and medium sized businesses often don't have the capital to invest in expensive call centre infrastructure. VICIdial rarely loses out on functionality and so is the perfect solution in this scenario. If set up correctly it is very reliable and on the rare occasion that Hostcomm is unable to get to the bottom of an issue, our back to back support arrangement with VICIdial provides us with the reassurance we need to offer a VICIdial based service with a solid service level agreement. Pros Whilst packed with functionality it remains pretty intuitive, features are constantly being added on both the inbound and outbound side and of course there are no licensing cost implications. Cons We've been offering VICIdial based services since around 2010. The only objections we occasionally receive are its appearance, there are prettier call centre applications available. That said, the skin is customisable to a degree, certainly to enough of an extent to overcome most of these objections. Review Source VR Verified Reviewer Project Consultant Marketing and Advertising Used the software for: 2+ years ### "THE call center solution" November 11, 2019 5.0 Light, strong integrations, function over form, open-source, must I say more? Great experience so far with VICIdial! Pros There are other "open-source" platforms, that claim to be absolutely free, but eventually you'll have to pay for, most likely with some kind of added features or integrated plug-ins, etc. So far VICIdial has really been absolutely free for us. Ok, so the interface isn't the nicest in the world, definitely not a gem to look at, but who cares! It runs light, works nicely, and has many integration options. And yes, it is actually Free. I've already used VICIdial for two call center start-ups. It works great for small to large projects. Cons As said above, if you like to look at nicely designed interfaces, VICIdial is not for you. Its strength is definitely funtion over form as a dialer. It is what it is, and it does what it does. Review Source DV Deven V. Director Computer Software Used the software for: 2+ years ### "Great Contact Center Software" March 16, 2017 5.0 An open source effort that is active and responsive, Vicidial has come a long way since we first began to use it. It now features multi channel support for voice, email and chat, both incoming and outgoing. Vicidial has a well rounded dialing product for both outbound and inbound. Multiple outbound campaigns and incoming groups can run simultaneously. There is good support for regulatory compliance e.g. time zones, state and national holidays, drop rate etc. New features being worked on are in the sphere of email and chat, both largely inbound focused. Updates are regular, and the latest set of features will position the software well for the new wave of eCommerce startups. On the downside, the fast paced development effort does result in bugs, especially in the bleeding edge feature set. New configuration parameters add to a lengthening list that increases the learning curve. Further, the GUI is ugly enough to belie its capabilities, but there is good work done recently on that front. Overall I would highly recommend the product. Pros Price. Features. Capabilities Multi channel support Cons Ugly GUI Review Source VR Verified Reviewer CEO Outsourcing/Offshoring Used the software for: 2+ years ### "No Cost- Reliable" June 11, 2020 5.0 I would recommend this software to all call centers on a budget. Pros Its free, no cost to setup and no hassle. Iove the fact that it is versatile. I would recommend this. Cons It does not have a the bells and whistles that you would need sometimes. Integration and reporting could be better Review Source RSK Rao Shaharyar K. CEO Computer Software Used the software for: 2+ years ### "Best high volume dialer for call center" March 17, 2017 5.0 In Nethawk (call center solution provider) company we have done 200+ installation. The overall quality of software is extremely good using the option to use Nginx web server instead of Apache gave us more reliability in deployments. In fact it is very easy to use when we compare with Avaya solutions, People in Call center industry are very familiar with its interface or they can learn it quickly due to its smooth learning curve in fact vert adaptive among your team. As far as features and functionally is concerned it is complete suite with bells and whistles. It is highly customable and programmable. You can create any functionality we have converted same vicidial from outbound dialer to broadcasting and lead capturing machine. Customer support I must say is great there are many resources available the vicidial group is very helful otherwise the professional company you are dealing with should have same resources to fix your problems. It is open source and no vendor lock in. Pros Flexible, scabale, open source and lower TCO Cons Hardware resource hungry Review Source AM Andrei M. Innovations Manager Telecommunications Used the software for: 2+ years ### "Vicidial Suite for Support Centers" April 23, 2020 4.0 We are an outsourcing company and we are using Vicidial as our main core business system. Pros The most important feature I liked was the easy way to scale up. After the initial investment it is very cheap and efficient to expand the system for more users. Being open-source it is very easy to change it and adapt to the specific customer needs. For example when Germany changed their requirements for premium rate numbers it took us couple of days in order to be compliant. Cons The fact that doesn't have a clear release path. It is just the SVN without any clear stable releases. Reason for choosing VICIdial The flexibility and price. Review Source Charles S. IT Manager Insurance Used the software for: 2+ years ### "Great software with Great support!" March 15, 2017 5.0 We have used ViCiDial for about 4 plus years. Easy to configure, very fast tech support. They even helped out with an issue that turned out not to be ViCiDial related. Pros The easy to use and configure. The tech support. Cons The first set up, because it is Linux based. Review Source PR PHILIP R. OWNER Insurance Used the software for: 2+ years ### "Great product!" April 20, 2020 5.0 Killer product. Great managers manual, great forum info. Pros so many features! a lot to learn, but it does anything you might ask for. Can change settings to literally make it do just about anything you want it to do. Cons The features are awesome. I can't say that there is anything that I don't like about the software. If you are the install person and setting up from scratch, there's a lot to personalize, but it just takes time and gets easier over time. Reason for choosing VICIdial vicidial is the cream of the crop and i had seen a few videos on the features. Just looked like the way to go. Review Source MAL Miguel Angel L. IT Administrator Computer & Network Security Used the software for: 2+ years ### "Vicidial profject is a very complete, mature and full of features software. I greatly recommend it." May 28, 2018 5.0 I helped me make my SIP services business. Pros It uses all the open-source standards into one powerful system. It uses mysql, asterisk, apache, etc. It has everything a call center might need and more. It has so many features that I've never used them all. Outbound, Inbound and blended campaigns. Web forms, time tracking and more. I have been using this software ever since I tried it for the first time. And its now my default choice when a client comes to me asking for a call center software. Cons It's not user friendly or intuitive. It's normal to get lost in the beginning. There's so many options that can get overwhelming at times. But with a some patients and a little try and error it gets easier. I highly recommend reading the manual. It's very complete. 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