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EnglishWhat Is VICIdial and What Can an Open-Source Contact Center Solution Do?
Updated
VICIdial is an open-source, enterprise-level contact center platform used by thousands of companies in more than 100 countries. It lets agents handle inbound calls, outbound calls, email, and customer website chat from a single web-based interface, with skills-based routing and predictive dialing built in. It fits organizations that want contact center functionality without being locked into a proprietary vendor, and that are prepared to run or host the software themselves.
Core purpose
VICIdial is positioned as the most popular open-source contact center solution in the world, with over 14,000 installations across more than 100 countries. Its purpose is to give organizations a full contact center stack — telephony, routing, agent interface, and multi-channel handling — under an open-source model rather than a closed proprietary one.
What it can do
The platform combines several contact center functions in one agent screen:
- Inbound calls — agents receive and handle incoming phone calls.
- Outbound calls — agents place outbound calls, including auto-dial and predictive dialing.
- Email — inbound email is handled alongside calls.
- Customer website chat — website chat is handled in the same interface.
Because all four channels live in one web-based agent interface, agents don't switch between separate tools for calls, email, and chat.
Skills-based routing
VICIdial uses skills-based routing to direct inbound contacts to agents with the right skills. This means routing decisions are based on what an agent is qualified to handle, not just on who is next in line.
The agent screen
The agent interface is web-based and available in 16 languages, so agents work from a browser rather than a locally installed client.
Deployment options
VICIdial can be run in more than one way:
| Option | What it means |
|---|---|
| Self-managed | You run and maintain your own VICIdial equipment. |
| Dedicated hosting (VICIhost) | The Vicidial Group provides your own dedicated server in its custom-built server cloud, so you don't manage the hardware yourself. |
The hosted option is aimed at organizations that don't want to manage their own VICIdial equipment. The site describes dedicated hosting as giving you your own physical servers in one of its hosting facilities, with hundreds of servers in private hosted clusters maintained for hosted call center use.
Who uses it
VICIdial is used by thousands of companies and organizations worldwide, spanning very different sectors — the site gives examples ranging from a bank in Japan to a social club in the United States. That spread suggests it suits both large enterprises and smaller organizations, as long as they need multi-channel contact center operations.
Recognition
VICIdial has received awards from CIO Review, Sourceforge, ITexpo, and others, and the site highlights customer satisfaction as a point of pride.
How to decide if it fits
Choose VICIdial if you want an open-source contact center platform covering inbound, outbound, email, and website chat in one agent interface, and you're comfortable either running it yourself or using dedicated hosting. If you need a fully managed proprietary service with no infrastructure decisions on your side, compare that against the self-managed and dedicated-hosted paths above before committing.