VICIdial

VICIdial

Logiciel open source pour call center avec fonctionnalité de composition prédictive

4.7/5 (227 avis)

VICIdial - Présentation

Description du logiciel VICIdial

VICIdial est une suite logicielle de call center/centres d'appels destinée aux besoins en téléphonie et en communication de toutes les entreprises, y compris les grandes entreprises. Conçue sur une plateforme open source et bénéficiant d'une base d'installation mondiale, elle dispose d'une fonctionnalité de composition prédictive complète et opère également en tant que système de distribution automatique des appels (ACD). Les agents peuvent donc appeler de manière prédictive ou manuelle via des listes de campagnes tout en gérant les appels entrants et sortants de manière fusionnée. Depuis une interface web centralisée unique, ils peuvent aussi répondre aux e-mails entrants et participer à des sessions de discussion en direct avec les clients intégrées à un site web existant via un widget. Les options de routage et les règles de hiérarchisation des files d'attente garantissent ensuite que les appels et les e-mails sont redirigés vers l'agent le plus qualifié. Les managers peuvent en outre écouter les appels des agents pour surveiller leurs performances.

Avec plus de 2 000 fonctionnalités au total, VICIdial inclut l'enregistrement automatique des appels, qui peut être arrêté ou démarré à tout moment, tout en enregistrant les appels et leur statut. Des niveaux et des autorisations utilisateur peuvent être définis afin de restreindre l'accessibilité à certaines fonctionnalités ou campagnes, avant que l'exportation de données sur le web et les reportings partageables en temps réel permettent aux agents, managers et chefs d'équipe autorisés d'analyser les performances des campagnes d'appels.

VICIdial - Présentation

Prix

À partir de
400,00 $US/mois

Types de licence

Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

VICIdial - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine
Langues
chinois (traditionnel), danois, néerlandais, anglais, français et 8 autres, allemand, italien, japonais, polonais, portugais, russe, espagnol, suédois

Captures d'écran

Capture d'écran pour VICIdial : Built-in reporting options include the ability to run real time and summary reports, such as breakdowns on agent calling times per campaign
Capture d'écran pour VICIdial : Built-in reporting options include the ability to run real time and summary reports, such as breakdowns on agent calling times per campaign Capture d'écran pour VICIdial : Web-based administration provides centralized access to a multi-lingual admin screen rich with system options Capture d'écran pour VICIdial : The system also facilitates the handling of customer website chat, via an existing website and administered through the agent's web screen Capture d'écran pour VICIdial : Example view of the agent screen showing the Outbound Customers Soundboard, with the ability to hotkey common phrases Capture d'écran pour VICIdial : Example of a forecasting report option, visualizing predicted campaign call performance and trends Capture d'écran pour VICIdial : Android app front page screenshot

VICIdial - Avis

VICIdial - Avis

Note globale
4.7
/
5
Excellent
178

Très bien
38

Moyen
8

Médiocre
3

Mauvais
0

Rapport qualité-prix
4.9
Fonctionnalités
4.7
Simplicité d'utilisation
4.4
Support client
4.6
95% des utilisateurs recommandent cette application
John a M.

I still can't believe it's free!

It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.


Traduire avec Google Translate
Panagiotis B.

An exceptional money making piece of Open source software.

II have tried a lot of open source software over the 15 years of my professional career. One reason or another I had to stop working with most of them. This is not the case with Vici. Since I tried for the first time I fall in love with it and 10 years down the line I have quit every other dialer that I was working with and I dedicated myself to it.
I feel that my time is well spent and has never failed to surprise me with capabilities that even extremely expensive dialers had let me down in the past.


Traduire avec Google Translate
Muhammad A.

Why would someone still buy paid call center applications?

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


Traduire avec Google Translate
Shilleah S.

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

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.


Traduire avec Google Translate
Utilisateur vérifié

ViciDial

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.


Traduire avec Google Translate
John a M.
Traduire en français

I still can't believe it's free!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 07/06/2018
Provenance de l'avis : Capterra

It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.

Avantages

First that you can download and install and use it completely 100% free, no strings attached. Second, it has every feature you could possibly imagine for dialing solution software and predictive dialers. Third, the reporting is all one 1 screen, there are many reports, inbound, outbound, carrier reports, etc. Fourth, they have a user forum where, and I kid you not, you can post a question or an issue you are having, and either a VICIdial expert or one of the other many experts on the forum will respond to your question usually within an hour or two, always that same day, and answer your question or help you work through your issue. Fifth, it's now the world's most popular dialing solution software, so you can find answers to about any question by just googling. Sixth, the hardware requirements are low. When I first installed VICIdial I used an old desktop and turned it into a VICIdial server. And seventh and maybe most importantly, VICIdial is constantly evolving. New revisions come out regularly, and new versions of the installer VICIbox are produced regularly, and they are new features constantly, and the program keeps getting better and better! In their next version of VICIbox they are offering a webrtc softphone built right into the program, so you won't need to download and configure softphones anymore. In summary, VICIdial is everything you always wanted in a predictive dialer or software dialing solution, and it is absolutely free of charge!

Inconvénients

I installed VICIdial in March of 2017. It took me a weekend to set up campaigns, upload lists to call, configure a VoIP carrier, and put in the settings I needed for my campaigns. I installed on a Sunday afternoon and started dialing the next day on Monday morning at 9AM. And everything worked! Now it's June of 2018 and I've been using VICIdial for 1 year and 2 months. Although I got everything working the very first day, over time I have discovered the hundreds of features VICIdial offers and how to set them and configure them. The VICIdial system I use today is much different from the one I started with a year ago. Well the system is exactly the same, same operating system, same vicidial same asterisk, but I take advantage of many features now that I didn't even realize VICIdial had when I first installed it. If there is a con about using this software, and I do not believe there is, it would be VICIdial has so many features it takes a little time to learn all of them

Traduire en français

Réponse de Vicidial Group

Thank you for the glowing review!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Panagiotis B.
Secteur d'activité: Télécommunications
Taille de l'entreprise: 2-10 employés
Traduire en français

An exceptional money making piece of Open source software.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 04/04/2019
Provenance de l'avis : Capterra

II have tried a lot of open source software over the 15 years of my professional career. One reason or another I had to stop working with most of them. This is not the case with Vici. Since I tried for the first time I fall in love with it and 10 years down the line I have quit every other dialer that I was working with and I dedicated myself to it.
I feel that my time is well spent and has never failed to surprise me with capabilities that even extremely expensive dialers had let me down in the past.

Avantages

Capabilities and features -flexibility.
When a customer is asking me for a weird something I taught myself to say: I will have a look and let you know. No matter how weird peculiar complex or out of the box is what you have been asked there are chances that Vici can do it just by playing around with parameters and menus and not writing even one line of code.
The community is extremely helpful and encouraging.

Inconvénients

I have to admit that the learning curve for the administrator and integrator is steep and needs a lot of time and trial and error to configure the first installation. It is not so bad once you get the grasp of the software and understand where you are looking.
The menus are intimidating. I felt the same only when I tried Blender for the first time.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Muhammad A.
Secteur d'activité: Automobile
Taille de l'entreprise: 13-50 employés
Traduire en français

Why would someone still buy paid call center applications?

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 20/12/2018
Provenance de l'avis : Capterra

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

Avantages

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.

Inconvénients

We had customisations which made updates tricky. I would also like to see a better agent screen.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Shilleah S.
Secteur d'activité: Services aux consommateurs
Taille de l'entreprise: 13-50 employés
Traduire en français

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 05/12/2019
Provenance de l'avis : Capterra

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.

Traduire en français

Réponse de Vicidial Group

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 3.0/10

Utilisateur vérifié
Secteur d'activité: Produits pharmaceutiques
Taille de l'entreprise: 51-200 employés
Traduire en français

ViciDial

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 04/04/2019
Provenance de l'avis : Capterra

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.

Traduire en français

Réponse de Vicidial Group

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 5.0/10

Recommandation utilisateur
9.4/10
Basé sur 227 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

VICIdial - Prix

VICIdial - Prix

À partir de
400,00 $US/mois
Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4.9/5
Basé sur 227 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

VICIdial - Fonctionnalités

VICIdial - Fonctionnalités

API
Chat
Conférences
Conférences vidéo
Enregistrement des appels
Gestion de la communication
Identification de l'appelant
Intégration CRM
Intégration de tiers
Messagerie instantanée
Messagerie vocale
Monitoring
Notifications automatiques
Outils de collaboration
Rapports et statistiques
Rapports sur les appels
Routage des appels
Suivi des appels
Tableau de bord d'activités
Transfert d’appel
Fonctionnalités
4.7/5
Basé sur 227 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

VICIdial - FAQ

VICIdial - FAQ

Voici quelques-unes des questions fréquentes sur VICIdial.

Q. Quels sont les types de licence disponibles pour VICIdial ?

Types de licences disponibles pour VICIdial :

À partir de: 400,00 $US/mois

Type de licence: Gratuit, Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel VICIdial ?

Nous n'avons pas d'informations sur les fonctionnalités de VICIdial.

Q. Qui utilise VICIdial ?

Utilisateurs habituels du logiciel VICIdial :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, À but non lucratif, Administration publique, PME

Q. Dans quelles langues VICIdial est-il disponible ?

Langues dans lesquelles VICIdial est disponible :

chinois (traditionnel), danois, néerlandais, anglais, français, allemand, italien, japonais, polonais, portugais, russe, espagnol, suédois

Q. Quels sont les types de licence disponibles pour VICIdial ?

Types de licences disponibles pour VICIdial:

Gratuit, Abonnement

Q. VICIdial prend-il en charge les appareils mobiles ?

Appareils pris en charge par VICIdial :

Android

Q. Avec quelles applications VICIdial peut-il s'intégrer ?

Applications s'intégrant à VICIdial :

Convoso, FLG, Less Annoying CRM, Mailchimp, SIP.US, SalezShark, SugarCRM, TeamSupport, Wordpress, Zoiper

Q. Quelles sont les ressources d'aide disponibles pour VICIdial ?

Ressources d'aide disponibles pour VICIdial :

Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo