Luware Nimbus vs VICIdial
Luware Nimbus
luware.com
VICIdial
vicidial.comSide by side
| Figure | Luware Nimbus | VICIdial |
|---|---|---|
| Price from | $85/mo | $400/mo |
| Free plan | — | Yes |
| Free trial | Yes | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | Yes | — |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 8 | 4 |
| Spec score · Omnichannel Contact Center Software | 9.0 (#4) | 8.7 (#9) |
| Spec score · Call Center Software | 8.8 (#15) | 8.8 (#16) |
| APIs | Luware documents a Power Automate connector and an OData API for integrations and reporting data. | The feature list includes an agent-session API, a lead-import API, and web-based data export utilities. |
| Free plan | No | Yes |
| Headquarters | Zurich, Switzerland | St. Petersburg, Florida, United States |
| Integrations | The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops. | Listed add-ons include CRM integrations, VICIphone WebRTC, WordPress, DNC.com, QueueMetrics, Cepstral, Oreka and KHOMP. |
| Outbound dialer | Yes | Yes |
| Product | Luware Nimbus is a cloud native customer experience and contact center platform built around Microsoft Teams. | VICIdial is an enterprise-class, open-source contact center suite with a predictive dialer. |
| Rating on Capterra | 4.4 out of 5 from 7 reviews | 4.7 out of 5 from 266 reviews. |
| Rating on G2 | 4.4 out of 5 from 8 reviews | 4.1 out of 5 from 41 reviews. |
| Rating on GetApp | 4.4 out of 5 from 7 reviews | 4.7 out of 5 from 264 reviews. |
| Routing | Nimbus routes calls and tasks using agent skills, caller priority, or custom parameters such as country code. | Skills-based ranking, queue prioritization, overflow queues and preserve-place-in-line callbacks are supported. |
| Security | Luware states that its cloud solutions, including Nimbus, are covered by SOC 2 Type II assessment and that Luware AG holds ISO 27001 certification. | The white paper lists HTTPS interfaces, encrypted recordings, restricted recording access, WebRTC or SRTP, encrypted passwords, two-factor authentication and failed-login logging. |
| Support | Published support tiers are standard coverage from 7am–7pm CET and premium 24x7 support. | The Vicidial Group offers support plans, including 24x7 emergency support, pay-as-you-go services, and free help through its forums. |
| What it does | Luware Nimbus is a cloud customer-experience and contact-center platform that turns Microsoft Teams into a hub for helpdesks, reception, branches and contact centers. | VICIdial is an open-source enterprise contact-center suite supporting inbound, outbound and blended calling, email and website chat. |
Plans
Luware Nimbus
- Advanced Routing$85 a month
- Enterprise Routing$170 a month
- Contact Center$85 a month
- Nimbus CapturePriced on request
- Advanced RoutingPriced on request
- Contact CenterPriced on request
- Attendant ConsolePriced on request
- Enterprise RoutingPriced 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
Luware Nimbus
Luware Nimbus is a cloud customer experience and contact center platform built around Microsoft Teams. It handles phone calls, live chat, email, and social media, routing calls and tasks by agent skills, caller priority, or custom parameters such as country code. A drag-and-drop workflow editor supports process setup, while live and historical analytics cover call volume, presence, workload, and service lines. CRM and ticketing connections use Power Automate; listed CRM integrations include Salesforce, Zendesk, HubSpot, and ServiceNow. Luware also documents an OData API for integrations and reporting. Hosting instances are offered within Microsoft Azure, and the product page states 99.99% availability. Pricing starts at $85/user · 30-day trial. Listed plans include Advanced Routing at $85 a month and Enterprise Routing at $170 a month, each for 25 services or more; Contact Center is $85 a month for up to 199 users. Full use requires Microsoft Teams and Microsoft Teams Phone. The Teams mobile app supports core tasks such as answering calls; full service management is available on desktop or web.
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.