Intermedia Contact Center vs VICIdial
Intermedia Contact Center
intermedia.com
VICIdial
vicidial.comSide by side
| Figure | Intermedia Contact Center | VICIdial |
|---|---|---|
| Price from | — | $400/mo |
| Free plan | — | Yes |
| Free trial | — | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | Yes | — |
| Linux | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | — | Yes |
| Self-hosted | — | Yes |
| Plans published | 2 | 4 |
| Spec score · Omnichannel Contact Center Software | 7.5 (#24) | 8.7 (#9) |
| Spec score · Call Center Software | 7.5 (#84) | 8.8 (#16) |
| Digital channel scope | omnichannel | voice_plus_digital |
| Free plan | No | Yes |
| Inbound calling | Yes | Yes |
| Integrations | The pricing page lists Microsoft Teams, Salesforce, and Zendesk integrations for both plans. | Listed add-ons include CRM integrations, VICIphone WebRTC, WordPress, DNC.com, QueueMetrics, Cepstral, Oreka and KHOMP. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Routing | The plans include automatic call distribution, customizable IVR, and routing by skill, geography, dialed number, or preferred agent. | Skills-based ranking, queue prioritization, overflow queues and preserve-place-in-line callbacks are supported. |
| Security | Intermedia describes Triple Shield Security as including multi-factor authentication, blocking and geofencing, encrypted communications, and monitored datacenters. | The white paper lists HTTPS interfaces, encrypted recordings, restricted recording access, WebRTC or SRTP, encrypted passwords, two-factor authentication and failed-login logging. |
| Support | Intermedia advertises technical support 24 hours a day, 365 days a year, and its support center offers knowledge resources, AI, live chat, and support tickets. | The Vicidial Group offers support plans, including 24x7 emergency support, pay-as-you-go services, and free help through its forums. |
Plans
Intermedia Contact Center
- Contact Center ElitePriced on request
- Contact Center ProPriced on request
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
Intermedia Contact Center
Intermedia Contact Center has no write-up on Specifiction yet; its figures are above.
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.