Puzzel Customer Service Platform vs VICIdial
Puzzel Customer Service Platform
puzzel.com
VICIdial
vicidial.comSide by side
| Figure | Puzzel Customer Service Platform | 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 | 3 | 4 |
| Spec score · Omnichannel Contact Center Software | 6.9 (#31) | 8.7 (#9) |
| APIs | Puzzel describes its cloud-based platform as having open APIs for integration with existing IT infrastructure, including CRM systems. | The feature list includes an agent-session API, a lead-import API, and web-based data export utilities. |
| Headquarters | Oslo, Norway | St. Petersburg, Florida, United States |
| Integrations | Puzzel names Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk among tools it integrates with. | Listed add-ons include CRM integrations, VICIphone WebRTC, WordPress, DNC.com, QueueMetrics, Cepstral, Oreka and KHOMP. |
| Security | Puzzel says its operational and development processes are certified against ISO 9001:2015 and ISO 27001:2013 standards. | The white paper lists HTTPS interfaces, encrypted recordings, restricted recording access, WebRTC or SRTP, encrypted passwords, two-factor authentication and failed-login logging. |
| Support | Puzzel’s Help Centre offers product documentation and help resources, system status, and ticket submission and tracking. | The Vicidial Group offers support plans, including 24x7 emergency support, pay-as-you-go services, and free help through its forums. |
Plans
Puzzel Customer Service Platform
- ImpressPriced on request
- PowerPriced on request
- ResolvePriced 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
Puzzel Customer Service Platform
Puzzel Customer Service Platform 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.