Enghouse CCaaS vs VICIdial
Enghouse CCaaS
enghouseinteractive.com
VICIdial
vicidial.comSide by side
| Figure | Enghouse CCaaS | VICIdial |
|---|---|---|
| Price from | — | $400/mo |
| Free plan | — | Yes |
| Free trial | — | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Linux | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 1 | 4 |
| Spec score · Contact Center Software | 7.4 (#28) | 8.7 (#11) |
| Spec score · Call Center Software | 7.0 (#111) | 8.8 (#16) |
| APIs | The product page says APIs and toolkits can connect CRM, workforce management, and other applications using a standard API. | The feature list includes an agent-session API, a lead-import API, and web-based data export utilities. |
| Headquarters | Markham, Ontario, Canada | St. Petersburg, Florida, United States |
| Integrations | Named integrations include Microsoft Teams, Salesforce, Microsoft Dynamics 365, Freshdesk, ServiceNow, Verint, WhatsApp, and Google Dialogflow. | Listed add-ons include CRM integrations, VICIphone WebRTC, WordPress, DNC.com, QueueMetrics, Cepstral, Oreka and KHOMP. |
| Outbound dialer | Yes | Yes |
| Product | Enghouse CCaaS is a cloud-based contact center platform for handling customer interactions across multiple channels. | VICIdial is an enterprise-class, open-source contact center suite with a predictive dialer. |
| Security | An Enghouse announcement says Enghouse Interactive Americas earned ISO 27001 certification for its security management system covering customer data in public CCaaS and private cloud contact center solutions. | The white paper lists HTTPS interfaces, encrypted recordings, restricted recording access, WebRTC or SRTP, encrypted passwords, two-factor authentication and failed-login logging. |
| Support | The capabilities table lists 24/7 support. | The Vicidial Group offers support plans, including 24x7 emergency support, pay-as-you-go services, and free help through its forums. |
Plans
VICIdial
- Free Open-Source DownloadFree
- VICIhost hosting$400 a month
- Additional VICIhost server provisioning$500, paid once
- VICIhost initial provisioning$1,000, paid once
In their own words
Enghouse CCaaS
Enghouse CCaaS is a cloud contact-center platform for customer interactions across voice, email, chat, SMS, social media, and video. It includes inbound and outbound calling, automatic call distribution, IVR and self-service, recording, and reporting dashboards. AI capabilities cover interaction evaluation, sentiment insights, agent assistance, and natural-language self-service. Teams use a web interface, while APIs and toolkits connect CRM, workforce-management, and other applications. Named integrations include Microsoft Teams, Salesforce, Microsoft Dynamics 365, Freshdesk, ServiceNow, Verint, WhatsApp, and Google Dialogflow. Workforce features include demand forecasting, skills-based scheduling, and intraday management. Standard and Advanced tiers list 90 days of recording storage. Add-ons include workforce management, CRM connectors, chatbots, voicebots, analytics, outbound campaigns, and PCI payment options. Enghouse describes deployments from 10 to 10,000 seats, regardless of agent location, and lists 24/7 support. Pricing is on request.
VICIdial
VICIdial is an open-source contact center suite with a predictive dialer, made by VICIdial, founded in 2007 and based in St. Petersburg, Florida. It handles inbound, outbound, and blended calls, as well as inbound email and website chat through a web-based agent interface. Campaigns can use automatic or predictive dialing, including an adaptive algorithm. Routing features include skills-based ranking, queue prioritization, and callbacks from inbound queues. Campaign tools include agent scripts populated with customer data, scheduled callbacks, call recording, and campaign-specific dispositions. VICIdial lists APIs for agent sessions and lead imports, plus web-based data export utilities. Add-ons include CRM integrations, a WebRTC phone, a WordPress call-me plugin, and QueueMetrics reporting. The agent interface lists 16 languages and allows users to create translations. Compliance features include do-not-call lists, cellphone filtering for TCPA compliance, and GDPR tools. The full VICIbox software can be run on the user's own hardware for free, including in production. VICIhost hosting costs $400 a month per server after the first month; provisioning and call-related charges also apply.