Home > Call Center Software > VICIdial > VICIdial vs Cisco Contact Center

VICIdial vs Cisco Contact Center

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Our analysts compared VICIdial vs Cisco Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
VICIdial Software Tool
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Cisco Contact Center Software Tool
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Product Basics

Analyst Rating

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Detailed Analysis

User Sentiment

Excellent User Sentiment (311 Reviews)

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)

VICIdial is an open-source contact center solution designed to efficiently manage inbound and outbound calls. It’s well-suited for businesses of all sizes that need to handle high volumes of customer interactions. The software offers features such as automatic call distribution, predictive dialing and real-time monitoring, and helps enhance productivity and streamline operations.

Users appreciate its suite of business-specific features, cost-effectiveness and the ability to customize reports and dashboards. Contact the vendor for information on pricing.

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Cisco offers a vast portfolio of products, including calling, contact center, team collaboration, meetings and devices. It delivers call treatment, omnichannel contact management, contact routing and network-to-desktop CTI over an IP infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.

It gets praise for its varied features and intelligent analytics geared towards improving productivity and customer satisfaction. However, users report that some tools are complex to use. For information about pricing, contact the sales team.

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$400 Monthly
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$100/User, Monthly
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Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
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Live Online
Videos
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Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
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Product Insights

  • Integrate Easily: Integrate all of your customer interactions in one place, whether they're from your phone system, CRM or messaging apps. Connect with popular CRMs like Zoho and Salesforce through Dialerking.
  • Improve Productivity and Efficiency: Use the predictive calling feature to tell your agents who to call and when to call them. This way, they won't have to waste time searching for phone numbers or making calls manually.
  • Ensure Compliance: Follow FTC and FCC rules for dropped calls, caller ID, call abandon features and filtering out cell phones in the USA, and OFCOM rules for dropped calls in the UK.
  • Provide Better Customer Service: Know what your customers want and when they want it so you can offer them the right products and services at the right time. Use predictive calling to let your customers know who's calling before they pick up the phone so they’re ready to talk.
  • Gather Insights: Access real-time reports on business KPIs that help you track your team's progress and make smart decisions to improve your sales and marketing.
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  • Boost Productivity: Automate everyday tasks to free your team to focus on your customers. Provide 24/7 support, resolve issues on the first contact, reduce wait times and personalize interactions with AI-powered tools.
  • Enhance Customer Experiences: Gain valuable customer insights through cloud data analytics and connect them with experts to improve first contact resolution. Offer proactive and personalized experiences with omnichannel support, predictive routing, CRM integration, outbound campaigns, expert collaboration and 360-degree customer journey analytics.
  • Empower Your Team: Enable your team to connect with customers anytime, anywhere. Quickly route callers to the most suitable agent or provide instant answers through virtual agents. Engage experts for complex interactions, building customer trust and providing context.
  • Optimize Workflows: Streamline team efficiency for consistent, high-quality customer service. Align your workforce management with business objectives. Ensure quality and compliance with robust quality management and call recording tools.
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  • Customizations: Customize reports, languages and dialing methods, and connect the platform to other tools you use, like your lead management system or CRM. Create a customized phone menu (IVR) and import/export data easily.
  • System Integration: Integrate with a suite of applications, special reporting tools and ERP systems.
  • Hosting: Use features designed specifically for call centers, such as custom-built servers to handle network load, tools to clean up phone number lists, strong data encryption to keep information safe and soundboards to help your agents sound their best.
  • Scalable Hardware: Scale easily to accommodate increasing availability and capacity demands with hardware options that fit call centers of all sizes.
    • SMB Hardware: Perfect for small to medium call centers. Built with quality parts and comes in different sizes to fit your office space, and can handle up to 25 outbound agents or 40 inbound agents.
    • Enterprise Hardware: Built for high volume and can handle up to 1,000 outbound or 1,500 inbound agents.
    • Accessories: Include cards for phone lines, tools for better sound quality and devices to keep everything running smoothly.
  • Skill-Based Routing: Send calls and emails to agents who have the right skills to handle them to help customers quickly and efficiently.
  • Integrated Call Recording: Record all calls to your agents automatically with VICIDial's call recording feature. Choose when to start and stop recording with agent control, and record three-way calls, even if your agent drops off. Store all recordings safely and access them easily from the product website.
  • Web-Configurable IVRs and Voicemail Boxes: Build multi-level phone menus (IVRs) with hundreds of options, time-based choices and customer response tracking through the Administrative website. Connect with your own systems to create dynamic IVRs that give callers updates on their orders and shipments, and let them pay by phone.
  • Internal Chat and Broadcast Messaging: Send messages from managers to agents and allow responses with VICIhost. Have group chats with multiple agents in the same chat window, and communicate with agents, even during calls, with Internal Chat and Whisper monitoring.
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  • Cloud Contact Center
    • Unified Open Platform: Enhance workflow efficiency and business processes, and integrate with business tools with its open platform architecture, agent desktop, management and reporting.
    • Routing and Queue Management: Distribute calls intelligently across teams, agents and remote agents in multiple sites. Create routing strategies to leverage skill assignments at the agent or team level. Match agent skill set and availability with customer needs, priorities and values.
    • Call Distribution: Prioritize call distribution depending on agent capabilities, Designate the way calls are distributed to salespeople and reroute them to another available agent if the prior one is elusive. Put the non-responsive worker to an unavailable state to avoid sending them calls and toggle their status back to an active state once they’re back.
    • Flow Builder: Build custom contact flows over system-generated events, including transfer, hang-up and agent answer, while handling customers with precise routing and workflows. Create, edit or validate flows before publication through an automatic drag-and-drop UI interface. Configure Call Associated Data (CAD) variables, courtesy callbacks and transfer activity based on Estimated Wait Time (EWT) and Place In Queue (PIQ) while customers hear music. Enable custom flow requests, including Dual-Tone Multi-Frequency (DTMF), playing prompts, touchtone menus, digit collection, screen pops, triggers for feedback and music in the queue with Webex Experience Management.
    • Wrap-Up Codes: Create deposition codes to track the reason for an agent’s inactivity and call’s end.
    • Callback Options: Offer customers the option to leave their contact numbers and receive a callback from agents rather than waiting in a long queue.
    • Disaster Recovery: Redirect traffic during unexpected emergencies such as transport facility outages, natural disasters and power disruptions. Be productive anytime and anywhere only with the availability of a computer, internet connectivity and phone.
    • Single Sign-On: With a one-time login, you can access all Webex applications. Integrate all call center solutions with your Webex Control Hub identity.
    • Webex Control Hub: Offer a blended administration experience for all collaboration services such as messaging, calling and contact center. Enable a simplified and seamless onboarding experience to users for multiple collaboration services through a unified interface along with security, control entitlements and compliance
    • Management Portal: Set up simple, flexible call flows and routing strategies, direct multi-skilled sales representatives to queues and administer a Default Outdial Automatic Number Identification (ANI). Monitor team performances in real time via call monitoring and dashboards, analyze customer trends by accessing historical reporting and analytics and log out team members who are inactive through the agent state dashboard.
    • Supervisory Features: Access calls and listen to conversations from a dial-in connection or corporate network without the agent or caller's knowledge. Barge in or coach during the call at any time and train the agent privately during a live discussion.
    • Email Channel Capabilities: Pull emails from multiple accounts, set up a template with signatures and greetings, route messages by the subject line keyword analysis and edit emails with rich-text capabilities. Access add-on capabilities such as attachment support with configurable limits, wrap-up codes, audible indicators for new emails, conversation history and grouping. Access email reporting in the analyzer and multi-session support for contacts.
    • Text/Social Media Capabilities: Access various features, including secure interactions, wrap-up code for chats, blind/consult transferring and conferencing, submission of customer satisfaction (CSAT) surveys, reporting on text/social interactions in Analyzer and customer satisfaction history on social channels.
    • Virtual Agent (Chat and Voice): Offer a 24/7 intuitive, self-service experience across multiple channels with a bot for less complex and simple inquiries to customers. Reduce calls to agents, leading to better customer experiences and improved productivity. Improve call containment with fewer calls escalating to agents, automate more business transactions using self-service and relieve agents from mundane and repetitive tasks.
    • CRM Integrations: CRM Integrations: Improve workflows with pre-built connectors for integration with several leading CRM systems, including Zendsk, Salesforce and MS Dynamics.
    • Flexible Cloud Migration: Take the first steps to the cloud with the "cloud-first-not-cloud-only” approach. With advanced hybrid cloud and flexible consumption services, you can achieve cloud innovation without disturbing existing on-premise models.
  • On-Premise Contact Center
    • Finesse Desktop: Improve agent performances through customizable supervisor and agent desktop layouts, personalized heading and logo, blended agents with outbound and inbound capability, screen-pop-ups with complete information about customers, phonebook, E 164 support, multi-session web chat, live data reporting, agent state and call history and drag and drop gadgets
    • Customer Surveys: Conduct surveys to understand the client’s needs and serve them better. View self-assessments and compare with other team members and boost productivity.
    • Home Agents: Use Public Switched Telephone Network (PSTN) phone devices to transfer, accept, disconnect and conference calls while Cisco Unified CCX handles interactions.
    • Workflows: Allow simple and easy configuration of complex screen-up actions via REST APIs and Finesse HTTP. Set up actions and workflows for digital and voice channels using an intuitive, logic-based interface that offers better service and reduces handle times.
    • Cloud Connect: Enable customers to connect an on-premises solution to the product’s highly redundant and secure Webex Contact Center and deliver new services and consistent reporting.
    • Next-Generation Reporting: Get live and historical data and dashboards along with flexible presentation options through the Unified Intelligence Center. View historical and live or custom reports depending on the information that needs tracking via existing studies.
    • Open System: Take advantage of hardware platforms to enable various benefits at a modest hardware cost. Access features, including Open Database Connectivity (ODBC)-compliant databases and Java interfaces for CTI applications and integrate them with existing solutions while preserving investments and offering a platform with modern applications.
    • Smart Licensing: Manage licenses across the business with a more agile method and let customers pool licenses across various sites. Redeploy when required and increase usage during burst requirements.
  • Cloud Applications
    • Predictive Analysis: Make informed decisions regarding improving customer and agent experience for positive business outcomes.
    • Financial Analysis: Access a one-page, boardroom-ready financial analysis to get budget and buy-in approval for customer experience initiatives.
    • Journey Path Analysis: Solve the attributes impacting financial metrics and customer experience to get better results.
    • Theme Analysis: Get 95% accuracy while analyzing the theme and sentiment of customers’ unstructured data through AI and machine learning.
    • Dashboards: Create a personalized dashboard and access real-time performances of agents through KPIs, comparisons and analysis.
    • Actionable Insights: Track customer experience and improve performances by turning mounds of data into real-time measurable actions through customer journey maps.
    • Closing The Loop: Improve customer experiences by listening to all customer responses and handling them in real time
    • Question Builder: Add, delete and modify questions easily. Create surveys to analyze customer experience across all channels and touchpoints.
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Product Ranking

#44

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#76

among all
Call Center Software

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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

VICIdial
Cisco Contact Center
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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 93 98 94 88 97 93 90 94 88 0 25 50 75 100
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User Sentiment Summary

Excellent User Sentiment 311 reviews
Great User Sentiment 261 reviews
93%
of users recommend this product

VICIdial has a 'excellent' User Satisfaction Rating of 93% when considering 311 user reviews from 3 recognized software review sites.

83%
of users recommend this product

Cisco Contact Center has a 'great' User Satisfaction Rating of 83% when considering 261 user reviews from 4 recognized software review sites.

4.6 (16)
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4.3 (36)
4.1 (10)
4.7 (259)
4.5 (5)
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4.4 (116)
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3.9 (130)

Awards

VICIdial stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

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Synopsis of User Ratings and Reviews

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.
Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.
Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.
Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.
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Enhanced Customer Satisfaction: Give customers a smoother, more efficient experience. Send calls to the right agent, monitor events and record conversations so customers get help faster and come back for more.
Better Teamwork: Make it easier for your team to work together. Allow them to share information and talk in real time, and help each other solve customer problems.
Business Growth: Expand your teams, connect with other tools you might use and set up the software in different ways to match your growing needs.
Smart Decision-Making: Use real-time data reporting tools to track what's happening in your call center, spot trends in customer questions and improve overall performance.
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Setup Needs: Getting started requires setting up computers, software and networks.
Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.
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Added Initial Costs: While call center software can save you money in the long haul, it can be a bit pricey to get started, especially for smaller businesses. There are the upfront costs of buying the software and then maintenance, like paying subscription fees every month. Companies need to take a good look at their budget and make sure the benefits outweigh those costs.
Connectivity Issues: Cloud-based call center software relies on a steady internet connection for agents who work from home. If the internet goes down, so does communication with customers. Companies should have backup plans in case the internet goes out so they can keep helping customers.
Limited Adaptability: Call center software comes with many features and ways to customize it, but sometimes, it might not do exactly what a business needs. This can lead to figuring out workarounds or having to buy extra software to fill in the gaps, which can make things more complicated and expensive.
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Screenshots

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