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VICIdial vs Vonage Contact Center

Last Updated: November 18th, 2024

Our analysts compared VICIdial vs Vonage 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

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Product Basics

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.

Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.

$400 Monthly

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$20/User, Monthly

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Mobile

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Mobile

Product Assistance

Documentation

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Live Online

Videos

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Videos

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24/7 Live Support

Phone

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24/7 Live Support

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.

Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.

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.

Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
Cell Phone Integration: Get VoIP system functionality on a cell phone.
Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
Voicemail to Email: Receive voicemail recordings directly in an email inbox.
Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
Conference Bridge: Connect up to 30 callers at a go with a single button.
Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
Call Screening: See all incoming call numbers and prioritize answering essential calls.
Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
Call Continuity: Get instant access to automatic call rerouting during an emergency.
Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.

Product Ranking

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#100

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Analyst Rating Summary

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User Sentiment Summary

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.

75%

of users recommend this product

Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.

4.6 (16)

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4.3 (36)

4.0 (55)

4.7 (259)

4.4 (61)

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4.5 (7)

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2.7 (54)

Awards

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.

Seamless Integrations: Vonage Contact Center effortlessly integrates with popular CRM and business applications, streamlining workflows and enhancing agent productivity.

Omnichannel Capabilities: Handle customer interactions across multiple channels (voice, email, chat, social media) from a unified platform, providing a seamless experience for both agents and customers.

Advanced Analytics and Reporting: Gain valuable insights into call center performance, agent productivity, and customer satisfaction through robust analytics and reporting tools.

AI-Powered Features: Leverage artificial intelligence to automate tasks, improve call routing, and provide real-time assistance to agents, enhancing efficiency and customer satisfaction.

Scalability and Flexibility: Vonage Contact Center scales seamlessly to meet changing business needs, allowing for easy expansion or contraction of agent capacity as required.

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.

Limited Customization: Users report that Vonage Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.

Integration Challenges: Some users have experienced difficulties integrating Vonage Contact Center with other business systems, such as CRM and ticketing platforms.

Reliability Issues: Occasional reports of system outages and call quality issues have been noted by users, impacting call center operations.

Pricing Concerns: While Vonage Contact Center offers flexible pricing plans, some users have expressed concerns about the overall cost compared to competitors.

Limited Reporting Capabilities: Users have reported that the reporting capabilities within Vonage Contact Center are not as robust as desired, making it challenging to track and analyze call center performance.

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Vonage Contact Center has received mixed reviews in the past year. Users praise its ease of use, comprehensive features, and reliable performance. They appreciate the intuitive interface, which makes it easy to navigate and manage calls. The software's robust feature set, including call routing, IVR, and CRM integration, allows businesses to tailor their contact center to their specific needs. Additionally, Vonage Contact Center's uptime and call quality are consistently high, ensuring seamless customer interactions. However, some users have expressed concerns about the software's pricing and scalability. Vonage Contact Center can be more expensive than some competing solutions, and its scalability may be limited for larger businesses. Additionally, some users have reported occasional technical glitches and integration issues with third-party applications. Overall, Vonage Contact Center is a solid choice for businesses looking for a user-friendly and feature-rich call center solution. Its strengths in ease of use, comprehensive features, and reliability make it a good option for businesses of all sizes. However, businesses should carefully consider the software's pricing and scalability before making a decision.

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FAQ

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