Vicidial is an open-source contact center suite designed to handle inbound and outbound calls, as well as other forms of customer interactions such as email and chat.It is widely used for telemarketing, customer service, and collections purposes. Vicidial is based on Asterisk, an open-source telephony software, and runs on Linux.
Vicidial is an open-source contact center suite built on the Asterisk telephony platform. It offers a robust set of features for handling both inbound and outbound calls, making it a popular choice for businesses of all sizes.
Inbound and Outbound Call Handling: Vicidial can handle both inbound and outbound calls efficiently. It supports predictive, progressive, and manual dialing modes for outbound campaigns.
Multi-Channel Support: In addition to voice calls, Vicidial supports other communication channels such as email and chat, allowing for a multi-channel contact center.
Predictive Dialing: Vicidial includes predictive dialing algorithms to maximize agent efficiency by predicting when an agent will be available to take the next call..
Agent Scripting: It provides a scripting interface to guide agents through conversations and ensure consistency in communication.
Reporting and Monitoring: Vicidial offers robust reporting and monitoring capabilities, providing real-time and historical data on agent performance, call metrics, and campaign statistics.
CRM Integration: Integration with Customer Relationship Management (CRM) systems helps agents access relevant customer information during interactions.
Customizable: Vicidial is highly customizable, allowing users to adapt the system to their specific business needs.
Open Source: Being open-source, Vicidial allows users to modify and customize the code to meet their requirements. It also benefits from an active community of developers and users.