VICIdial: An Open-Source Contact Center Solution with Exclusive Features for Hosted Clients

VICIdial: An Open-Source Contact Center Solution

TL; DR: VICIdial is an open-source, enterprise-grade contact center option with predictive dialer functions for inbound and outbound messages or calls. The free software, supported financially by the hosted service and paid for support, is used by a huge number of companies worldwide. With built-in canceling, customizable features, and methods for handling various buyer interactions, the Vicidial Group is fitting in with help customers succeed in the ever-shifting business landscape. 

In a world where face-to-face interactions have grown to be a rarity, effective business communication is more important previously. At the heart of most comms solutions is your contact center — a new technical system that facilitates engagement between a corporation and its customers.

Nearly all contact center suites take care of inbound and outbound call up routing, inbound email, and website chat functionality from the same user interface. Selecting the best solution is crucial if you’re aiming to access a broad number of powerful features and — most significantly — avoid vendor lock-in.

Sizzling hot to guarantee you won’t turn out unable to break totally free of a provider due for you to high switching costs should be to go the open-source option. That’s why VICIdial, an enterprise-grade software solution that’s liberal to distribute and use, will be the open-source contact center of preference for thousands of companies across over 100 countries.

Matt Florell, Us president of VICIdial and logoMatt Florell, Us president, gave us the deal on VICIdial, an open-source speak to center.
“The cool issue about VICIdial is that will it’s vendor-agnostic, ” explained Matt Florell, President in the Vicidial Group. “Clients can host their solutions inside cloud or on-premises using any provider. ”

Your call-handling software, built for the open-source Asterisk PBX Technique, boasts more than only two, 000 features designed for you to streamline communication, including computerized call recording and predictive dialer functions.

With no per-user licenses fees, the open-source project can be supported by cloud server subscribers sold via VICIhost along with paid 24/7 support over the Vicidial Group. Users can switch providers at any time, with the choice to host it on-premises, in the foriegn, or in hybrid situations.

Call-Handling Built on your Asterisk PBX System

Matt began building VICIdial as being a telephony project in 2003 nevertheless maintains the development today by making use of the open-source community

“The thing about open-source is that you just not only have numerous free beta testers around, but people contribute time for the code, which positive aspects everybody, ” he explained.

He launched the Vicidial Class, a company created to provide professional services to the VICIdial individual community, in 2007. Your Vicidial Group began giving the VICIhost hosted call up center service that very same year.

Since then, the corporation has grown into a major international VICIdial provider, even though it doesn’t provide hosting services outside of the U. S.

VICIdial administration screenVICIdial’s user-friendly interface provides for single-pane management.
“Still, we have several clients that are located outside of the U. S., ” Matt said. “For example, we’ve got an interesting client operating out of Costa Rica with agents in South usa, Africa, the United Claims, Asia, and Europe. It’s a totally international organization — a new Costa Rican company with hosting inside U. S and providers in Africa selling surfboards for you to people in Germany. ”

The corporation tried two hosting vendors — one in New mexico and another in Sin city — before finding a new happy home with VICIhost.

“They only weren’t getting consistent throughput using other providers, ” Matt said. “They needed good connections to everyone their locations. They finally settled on us eight rice, and they’ve been around ever since. This is the level of success story we love to tell. ”

From Japanese financial solutions institutions to political polling centers inside U. S.., a wide range of organizations worldwide trust VICIdial to converse internally and externally.

Assist and Consulting via your Vicidial Group

Besides rapid and reliable hosting solutions, the Vicidial Group supplies consulting services and paid support to your diverse customer base. Clients can make a choice from various support packages, which include 24/7 emergency care along with pay-as-you-go plans.

The company’s technicians are for sale for VICIdial training, remote installations, custom feature development, chaos management, configuration support, along with system integrations, among various other services.

“We provide a great deal of troubleshooting help and attribute development, ” Matt explained. “ VICIdial is quite complicated, with more when compared with 3, 000 settings, but customers often require more complex features to obtain their goals. ”

Matt said the Vicidial Group has on boarded several consulting along with hosting clients from Southerly Africa. One, in certain, needed a way to facilitate extremely effective lead penetration.

“So we built something generally known as the Call Quota Lead Ranking system to allow for leads to be named on consecutive days at different times in the day, ” Matt explained. “It ensures that calls are produced in configurable intervals, including from 9 a. mirielle. to noon, noon for you to 3 p. m., along with 3 p. m. for you to 6 p. m. ”

The Vicidial Group’s experienced professionals are available to help using Asterisk, general Linux assist, network services, and several other areas outside of the VICIdial program.

Free support can be purchased via VICIdial Forums, plus the Vicidial. org Wiki is set with helpful resources. The open-source project also incorporates guidance manuals for your agent and admin program. Both are free upon completion of an short survey.

VICIhost: Infrastructure to compliment High-Volume Operations

The Vicihost Class now has 10 full-time along with two part-time employees. Almost all of the company’s income comes via VICIhost.

“We’re not the most cost effective option for each VICIdial hosting around, ” Matt said. “A wide range of companies offer cheaper plans, but there’s usually an excuse for that. ”

VICIhost contains the experience to keep high-volume devices running well.

“We have a very political consulting client that will runs three separate clusters, placing more than 1 million messages or calls a day, ” Matt said. “They were handling over the half-million inbound phone cell phone calls, and at peak occasion, they had 1, 800 total agents logged throughout. That’s something that you undoubtedly can’t do with some other VICIdial hosting provider. ”

VICIhost has numerous servers in its Tier III data centers presenting multiple internet backbone internet connections and redundant power alternatives. Dedicated resources are offered. Customers can switch hosting providers without notice without concerns about seller lock-in.

“We have had a number of clients start out using self-hosting on-premises, move to hosted solution, and move back on-premises first reason or another, ” Matt said. “The cool issue is, many realize they don’t need to manage their hosting inside the camera. Usually, they like how each of our hosted service works and revisit us eventually. ”

Helping Customers Reach your goals in a Changing World

Recently was a challenging one for several VICIdial clients, and the Vicidial Group have been working hard to support clients weather the tornado.

“We have an extremely diversified gang of customers, so we’ve seen some clients ought to scale back, while people have expanded, ” Matt said. “We’ve been busy for the consulting side within the last few year as a consequence. ”

VICIdial helps support multiple divisions of an large health insurance firm that successfully pivoted from in-office agents to your work-from-home set up throughout 2020.

“They were able for you to seamlessly move from agents on to the ground in buildings owned with the company to agents home jobs using web RTC and VPNs to plug to their private backends, ” Matt said. “Getting in in Web RTC early features helped our clients operate from anywhere. ”.