VICIdial

PROS & CONS

What are the best aspects of this product?

After implementation, it was easy to use. Lack of support and unprofessionalism of their accountant team is awful

What aspects are problematic or could work better?

For one year, we did not use the product due to Covid 19 and being shut down. We asked if we can receive a credit and were told no. We asked to pause and we were told no. Our only option was canceling. Once we canceled, a few months later we asked to be re-activate. We were told a 1000 reinstatement fee needed to be in place for us to continue. I asked if that can be waived and their accountant Stacey was very unprofessional.

Her exact words in a email "My boss has hired me specifically to keep deadbeats like you at bay. What do you think? He wants to lose more money because of your company? With that ultra sweet offer of 1 month of service? Pass

The fact a employee would email someone that is unprofessional. I called today to speak to a manager and nobody will return my call

What features/services would you like to see in future versions of this product?

none

What specific problems in your company were solved by this product?

For one year, we did not use the product due to Covid 19 and being shut down. We asked if we can receive a credit and were told no. We asked to pause and we were told no. Our only option was canceling. Once we canceled, a few months later we asked to be re-activate. We were told a 1000 reinstatement fee needed to be in place for us to continue. I asked if that can be waived and their accountant Stacey was very unprofessional.

Her exact words in a email "My boss has hired me specifically to keep deadbeats like you at bay. What do you think? He wants to lose more money because of your company? With that ultra sweet offer of 1 month of service? Pass

The fact a employee would email someone that is unprofessional. I called today to speak to a manager and nobody will return my call

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

It is a very user-friendly software to use for inbound and outbound calls. Our employees love using it, especially when doing customer callbacks because the program is so efficient. At first, I have no idea how VICIdial works, but I was able to figure out how things work in a contact center, which is an added knowledge to my current job. Using free software isn’t too bad, after all.

What aspects are problematic or could work better?

I want to give some of my inputs to make things better and improve our operations. I am hoping that they could add a feature that would allow admin users to prioritize some leads, especially VIP clients. Second, I wish to organize listings in a particular manner where we can quickly locate them in our folders. Sometimes the content of the program is too overwhelming, which makes it more confusing to use.

What specific problems in your company were solved by this product?

We were able to find ways to step up our performance using VICIdial. There is so much potential in the platform that makes our operations smooth sailing.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

This has the potential to be a good product if the customer service wasn't so lacking.

What aspects are problematic or could work better?

For one year, we did not use the product due to Covid-19 and being shut down. We asked if we can receive a credit and were told no. We asked to pause and we were told no. Our only option was canceling. Once we canceled, a few months later we asked to re-activate. We were told a $1000 reinstatement fee needed to be in place for us to continue. I asked if that can be waived and their accountant Stacey was very unprofessional.

Her exact words in an email "My boss has hired me specifically to keep deadbeats like you at bay. What do you think? He wants to lose more money because of your company? With that ultra-sweet offer of 1 month of service? Pass."

The fact an employee would email someone that is unprofessional. I called today to speak to a manager and nobody will return my call.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

It comes with great and useful features. You can make some changes to the interface that will suit your business needs.

What aspects are problematic or could work better?

It utilizes Perl for its script programming, which is not my preference at all. However, things decently work, so I guess it's okay.

What specific problems in your company were solved by this product?

We make sure that our leads are not being replicated, which can mess up the client's account. I can record and pull up conversations to ensure that we still provide our clients with excellent service.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

It saves us so much money because we do not have to pay for the basic platform. I love that it comes with robust functionality that will greatly enhance our efficiency and productivity which will be impressive to our clients.

What aspects are problematic or could work better?

The user interface is mostly designed in black and white. More enhancements will make the tool visually appealing.

What specific problems in your company were solved by this product?

We are finding ways to give better service to our clients. We decided to try using VICIdial and see if we could lay out a better structure on how to resolve our client concerns. We get hundreds of calls and emails each day, and we don’t know where to begin. Using VICIdial, I may say, gave us a clear path on how to go about things. The agents from the back office team love using the dialer for their callbacks.

Are you a current user of this product?

No