What is VICIdial? Everything You Should Know [Updated]

If you manage a busy call center, it means you need a phone system that’s both reliable and packed with the right features. One of the key features is automated dialing. According to a study, your agents are likely to be 60% more productive while using a power dialer compared to the conventional manual dialing methods. 

Hence, multi-mode dialers are becoming increasingly popular these days. They have become a necessity for every call center because they smooth operations and help them align their business goals. 

With so many options available, choosing the right dialer software is crucial.
It should scale with your business and offer advanced capabilities. That’s where VICIdial comes in. 

What is VICIdial? 

Hosted VICIdial is one of the most popular cloud based call center solutions that there is. It is open-source software that can be scaled to all levels of business and handle communications for every industry, irrespective of their domain. 

Along with the basic set of features that every contact center software should have, VICIdial also comes with added advanced functionalities. They help call centers simplify their business and run their communications seamlessly. 

HostingVICIdial is also very versatile when it comes to the technical specifications it holds. It is supported by all kinds of devices, including web-based, desktop, Android, and iOS devices. It is also scalable to all kinds of businesses- small, medium, or enterprise level. 

One other thing that proves its versatility is the fact that it can be integrated with all different kinds of business applications to make the process for agents smooth. 

How Does VICIdial Work?

VICIdial operates as a web-based contact center suite that integrates both a predictive dialer and an ACD (Automatic Call Distributor) system.  

Here’s a simplified breakdown of how it works: 

1. Predictive Dialing
VICIdial uses a predictive dialing algorithm to automatically call multiple leads at once. It then connects only live answers to available agents. With real-time metrics, like agent availability and drop rates, it controls the pacing and reduces idle time. 

2. Inbound and Outbound Call Handling
Whether you’re making sales calls or managing support inquiries, VICIdial can handle both inbound and outbound campaigns. It routes inbound calls based on customizable criteria (like language or agent skills). Whereas outbound calls can be scheduled or initiated manually or automatically. 

3. Web-Based Agent Interface
Your agents log in through a browser-based interface where they can manage calls, enter notes, and access customer data in real time. It’s user-friendly and designed for fast-paced environments. 

4. Lead Management
VICIdial lets your team import lead lists, segment them, and prioritize calls based on custom rules. It also tracks lead status and campaign performance, making it easy to optimize over time. 

5. Call Recording & Monitoring
Managers can listen in on calls, whisper-coach agents, or barge into calls when needed. VICIdial also supports full call recording for quality assurance, training, or compliance purposes. 

6. Reporting & Analytics
Detailed reporting tools help administrators monitor agent productivity, call outcomes, drop rates, and other KPIs. Data can be exported for further analysis or integration with third-party CRMs. 

VICIdial is powerful because it’s modular and adaptable. It can run on-premises or in the cloud, and it supports multiple languages, making it ideal for global operations 

Key Features of VICIdial 

Now that you have seen what a VICIdial Hosting is and why it is so popular, let’s look at the amazing features that it has. Here’s a list of features you would not want to miss in your call center: 

1. Easy Access from Anywhere

VICIdial gives you the option of accessing the software from anywhere, as it is a web-based software that only requires a stable internet connection. 

This flexibility allows agents to work from anywhere without any hassle or delay. It also helps you take every customer call and not miss out on any revenue.  

2. Auto Dialing Modes for Different Campaigns

VICIdial is a call center software that has the functionality of a dialer. It chooses a call ratio that ensures that agents work to their maximum potential. 

Such automated dialing modes increase the productivity of the outbound campaign and get customers for the business. You can also broadcast a message to thousands of customers in one go, whatever fits your purpose better. 

3. Automated/Scheduled Call Recording

Call recording is an essential feature for all call center software these days. It can be used for different purposes, like analyzing the calls, settling disputes, or just keeping a database of all the conversations. 

VICIdial makes it easy to control which calls you want to record and which you do not. 

4. Can Be Used for Blended Operations

Contrary to what most people think, VICIdial is capable of blended operations as well. It can act as an excellent inbound call center software by routing calls based on different algorithms. Alternatively, it is also a great outbound call center software as it supports all types of outbound dialing modes to maximize reach. 

So, putting these two together, VICIdial can be considered as a top-level blended call center software. It also supports emails and is a wonderful option for call centers that perform both inbound and outbound operations.

5. Call Transferring

There might be times when agents are unavailable at the office. VICIdial solves the problem of missing calls by giving an option to transfer these calls to their mobile devices. This way, they never miss any calls from the customers. 

6. Callback Scheduling

Sometimes calls might get missed by agents or not answered by the customers on the first attempt. For them, agents have to remember to follow up with customers to keep them in the loop. VICIdial comes with an option to schedule callbacks so that the agent never forgets to follow up with any customers.

7. Custom Music for Different Campaigns

VICIdial also comes with the option of custom music for every campaign that you might be planning via your virtual call center platform. Some campaigns have specific themes and require customers to stay engaged while the call is connecting or transferring to different agents. In such times, a custom music option helps by keeping customers busy and calm during the wait times. 

You get to select the music they want to play. Alternatively, they can also play some offers or wishes if their campaign demands that. 

8. Easy to Use and Access

VICIdial is a highly versatile and easy-to-use software. It holds all the features under a single dashboard and gives the users an easy way to handle calls and maintain their records. 

It makes it super easy to handle calls-both incoming and outgoing. It also makes it easy to handle emails and the live website chat in the same browser. It also has a simplified UI that enables all agents to navigate and control all options with ease. 

9. Predictive Dialing

VICIdial also has the option to dial numbers predictively. This feature means it can predict when the next agent will be free by analyzing their average handling time (AHT) and makes the calls accordingly so that no connected call is put on hold. 

It also has the functionality to filter out the busy tones, no answers, answering machines, and unreachable numbers. Not just that, it can further leave a message on the answering machines. All these features help the call center software maximize its reach and gain more customers. 

10. Real-Time Campaign Display Screens

VICIdial can run multiple campaigns together, making it difficult at times to keep track of them all manually. Hence, there is a feature that displays real-time campaigns to better monitor and control these campaigns. 

The real-time analysis also gives the senior management insight into how far along the campaign is and how good it is going. This helps in the overall management of the call center and the goals it plans on achieving. 

Benefits of Using VICIdial 

Choosing the right contact center software can make a significant difference in both performance and customer satisfaction. VICIdial stands out not just for being open-source, but for offering enterprise-grade features without the hefty price tag.  

Here are five key benefits of using VICIdial: 

1. Cost-Effective & Open Source
VICIdial is completely free to use, with no licensing fees. This makes it a highly attractive solution for startups and growing businesses looking to scale their operations without a major upfront investment. 

2. Highly Customizable
Being open-source, VICIdial can be customized to fit your specific business needs. Whether you need custom reports, API integrations, or interface tweaks, the platform offers the flexibility to adapt to your workflow. 

3. Advanced Call Handling Features
VICIdial supports predictive dialing, auto-dialing, inbound routing, call queuing, and more. All from a single interface. It’s designed to maximize agent efficiency while improving the customer experience. 

4. Real-Time Monitoring and Reporting
Supervisors can view live dashboards, listen in on calls, and access detailed reports on agent activity and campaign performance. These insights help drive better decision-making and performance optimization. 

5. Global Scalability
With multi-language support and the ability to run in distributed environments, VICIdial is a great fit for international call centers or remote teams. It scales easily with your business, whether you’re managing 5 agents or 500. 

Who Should Use VICIdial? 

VICIdial isn’t a one-size-fits-all solution. However, for the right businesses, it can be a game-changer. Designed with flexibility and scalability in mind, VICIdial is best suited to handle a high call volume and centralized control of operations.  

Here’s a breakdown of who can benefit most from using VICIdial: 

1. Call Centers (Inbound, Outbound, or Blended)
VICIdial is built specifically for call centers that need to manage large volumes of calls efficiently. Whether your team is focused on outbound sales, inbound support, or a mix of both, VICIdial offers the tools to keep operations running smoothly. 

2. Telemarketing & Sales Teams
Sales teams that rely on outbound calling campaigns can use VICIdial’s predictive dialer to maximize agent talk time and minimize idle time. Its lead management and CRM integration capabilities also make it easier to track conversations and close more deals. 

3. Customer Support & Help Desk Teams
For businesses offering customer support via phone, VICIdial’s inbound call routing, queue management, and live monitoring features help improve response times and service quality. 

4. Remote or Distributed Teams
With its web-based interface and cloud-hosting options, VICIdial is ideal for remote or globally distributed teams. Agents can log in from anywhere, and managers can oversee performance in real time from a centralized dashboard. 

5. Businesses Looking for a Customizable, Low-Cost Solution
If you want the freedom to customize your contact center platform, without breaking the bank, VICIdial to be a strong fit. Its open-source foundation gives IT teams the ability to customize and expand functionality based on unique business needs. 

Why Choose Acefone for Hosted VICIdial? 

While VICIdial offers a powerful open-source platform, its true potential is unlocked when hosted and managed by the right provider.  

That’s where Acefone comes in. 

At Acefone, we specialize in delivering fully hosted VICIdial solutions. The solution is backed by enterprise-grade infrastructure, 99.5% uptime, 24/7 expert support, and seamless scalability. 

Whether you’re a small team or a large-scale call center, our hosted VICIdial service ensures secure, reliable, and high-performing communication.  

With Acefone, you don’t just get software, you get a complete contact center ecosystem tailored to your needs. From initial setup and custom configurations to ongoing support and integrations, we handle it all. This way, you can focus on what matters most: serving your customers. 

FAQs