# VICIdial vs Zoom Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zoom Contact Center excels in user-friendliness, with a tidy and organized interface that allows agents to manage calls, chats, and customer interactions seamlessly. In contrast, while VICIdial is noted for being easy to use, some users mention that it requires careful design to avoid issues.
- **Users say** that Zoom Contact Center's dynamic call routing feature significantly enhances efficiency by integrating with CRM systems, allowing for quick identification of callers. VICIdial, while rich in features, may not offer the same level of integration ease, which can impact workflow for some users.
- **Reviewers mention** that Zoom Contact Center has a more affordable entry-level price, starting at $69, making it accessible for mid-market businesses. VICIdial, on the other hand, starts at $400, which may be a barrier for smaller businesses looking for cost-effective solutions.
- **According to verified reviews** , both products receive similar scores for ease of use, but Zoom Contact Center slightly edges out with a better ease of setup rating. Users appreciate that Zoom's onboarding process is straightforward, while VICIdial's setup can be more complex, requiring more technical knowledge.
- **G2 reviewers highlight** that Zoom Contact Center provides superior support quality, with users praising the responsiveness and helpfulness of the support team. VICIdial's support is generally rated well, but some users feel it could be improved to match the level of service offered by Zoom.
- **Users report** that VICIdial shines in specific features like session routing and concurrent calling, which are highly rated and beneficial for high-volume call centers. However, Zoom Contact Center offers a more comprehensive suite of features that cater to a broader range of customer interaction needs, making it a versatile choice for various business sizes.



| | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 41 | 70 | 
| **Largest Market Segment** | Small-Business (54.1% of reviews) | Mid-Market (46.3% of reviews) | 
| **Entry Level Price** | Starting at $400.00 1 per telco server Per Month | Starting at $69.00 1 Agent Per Month | 

---
## Top Pros & Cons

### VICIdial

Pros:
- Ease of Use (1 reviews)
- Easy Setup (1 reviews)

Cons:
- Difficult Implementation (1 reviews)
- Difficult Learning (1 reviews)

### Zoom Contact Center

Pros:
- Ease of Use (31 reviews)
- Features (15 reviews)

Cons:
- Call Issues (10 reviews)
- Lack of Clarity (7 reviews)

---
## Ratings Comparison
| Rating | VICIdial | Zoom Contact Center | 
|---|---|---|
  | **Meets Requirements** | 8.7 (31 reviews) | 8.5 (61 reviews) | 
  | **Ease of Use** | 8.6 (32 reviews) | 8.7 (62 reviews) | 
  | **Ease of Setup** | 7.3 (20 reviews) | 8.0 (53 reviews) | 
  | **Ease of Admin** | 7.4 (19 reviews) | 8.4 (41 reviews) | 
  | **Quality of Support** | 7.5 (27 reviews) | 8.3 (61 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (13 reviews) | 8.8 (41 reviews) | 
  | **Product Direction (% positive)** | 8.4 (29 reviews) | 9.0 (60 reviews) | 

---
## Pricing

### VICIdial

#### Entry-Level Pricing

Plan: Hosted Service

Price: Starting at $400.00 1 per telco server Per Month

Description: VICIhost hosted VICIdial service

Key Features:
- VICIhost service

[Browse all 2 editions](https://www.g2.com/products/vicidial/pricing)

#### Free Trial

No

### Zoom Contact Center

#### Entry-Level Pricing

Plan: Essentials

Price: Starting at $69.00 1 Agent Per Month

Description: For IT help desk, inbound contact center, and core omnichannel contact center

Key Features:
-  AI Companion
-  Flow Editor + IVR
- Real-Time Transcription

[Browse all 3 editions](https://www.g2.com/products/zoom-contact-center/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Dialing Options

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Preview Dialing** | Not enough data | Not enough data | 
| **Progressive Dialing** | Not enough data | Not enough data | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | Not enough data | 
| **Callback Scheduling ** | Not enough data | Not enough data | 
| **Call Recording ** | Not enough data | Not enough data | 

#### Automation

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | Not enough data | 
| **Interactive Voice Response (IVR)** | Not enough data | Not enough data | 
| **Call Scrubbing** | Not enough data | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Administration

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Quality Assurance

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | 7.9/10 | 29 |
| **Zoom Contact Center** | 7.8/10 | 52 |

#### Channels

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Voice** | 7.8 (10 reviews) ✓ Verified | 8.9 (50 reviews) | 
| **Social** | Feature Not Available | 6.4 (35 reviews) | 
| **Web Chat** | 6.3 (8 reviews) ✓ Verified | 7.6 (40 reviews) | 
| **Mobile SMS** | 7.5 (6 reviews) | 7.5 (39 reviews) | 
| **Email** | 6.2 (7 reviews) ✓ Verified | 6.5 (37 reviews) | 

#### Generative AI

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | 5.7 (5 reviews) | 7.7 (36 reviews) | 

#### Functions

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Session Routing** | 9.2 (23 reviews) ✓ Verified | 8.3 (44 reviews) | 
| **Session Queuing** | 8.9 (23 reviews) ✓ Verified | 8.8 (45 reviews) | 
| **Concurrent Calling** | 9.0 (24 reviews) ✓ Verified | 8.9 (40 reviews) | 
| **Speech Analytics** | 6.2 (7 reviews) | 7.4 (37 reviews) | 
| **Auto Dialer** | 9.2 (10 reviews) ✓ Verified | 7.0 (33 reviews) | 
| **IVR** | 8.5 (9 reviews) ✓ Verified | 8.3 (40 reviews) | 
| **Inbound Screen Pop** | 8.9 (9 reviews) ✓ Verified | 7.8 (40 reviews) | 
| **Persistent Data** | Feature Not Available | 7.5 (42 reviews) | 

#### Agentic AI - Contact Center

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 7.2 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.1 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (8 reviews) | 

#### Administrative

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Session Summary Notes** | 8.3 (24 reviews) | 7.9 (39 reviews) | 
| **Administrator Access** | 9.4 (25 reviews) ✓ Verified | 9.0 (40 reviews) | 
| **Reporting & Dashboards** | 8.2 (24 reviews) ✓ Verified | 8.0 (47 reviews) | 
| **Session Recording** | 7.8 (10 reviews) ✓ Verified | 8.5 (43 reviews) | 
| **Agent Scheduling and Assignment** | 7.8 (10 reviews) ✓ Verified | 7.7 (37 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | N/A | N/A |
| **Zoom Contact Center** | 7.3/10 | 9 |

#### Workforce Management

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.9 (6 reviews) | 
| **Skills Management** | Not enough data | 8.1 (6 reviews) | 
| **Shift Scheduling** | Not enough data | 7.5 (6 reviews) | 
| **Agent Self-Service** | Not enough data | 7.8 (6 reviews) | 
| **Mobile Access** | Not enough data | 4.2 (6 reviews) | 

#### Administration

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Automation** | Not enough data | 7.2 (6 reviews) | 
| **Performance Analysis** | Not enough data | 7.1 (7 reviews) | 
| **Dashboards** | Not enough data | 8.1 (9 reviews) | 
| **Forecasting** | Not enough data | 6.7 (5 reviews) | 
| **Intraday Management** | Not enough data | 7.3 (5 reviews) | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | N/A | N/A |
| **Zoom Contact Center** | 8.9/10 | 15 |

#### Platform

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.3 (11 reviews) | 
| **Mobile Access** | Not enough data | 7.9 (11 reviews) | 
| **Queue Management** | Not enough data | 8.9 (9 reviews) | 
| **Call Routing** | Not enough data | 9.4 (9 reviews) | 
| **Call Back** | Not enough data | 9.8 (9 reviews) | 
| **IVR** | Not enough data | 9.6 (9 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.8 (9 reviews) | 

#### Generative AI

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 8.3 (9 reviews) | 

#### Workforce Management

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Call Monitoring** | Not enough data | 8.3 (9 reviews) | 
| **Performance Evaluation** | Not enough data | 8.0 (9 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Call Recording** | Not enough data | 8.8 (8 reviews) | 
| **Reporting & Dashboards** | Not enough data | 9.2 (11 reviews) | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **VICIdial** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Platform

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Customization ** | Not enough data | Not enough data | 
| **Integration APIs** | Not enough data | Not enough data | 
| **Internationalization** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to VICIdial (1):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer)

**Unique to Zoom Contact Center (5):** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Workforce Management Software](https://www.g2.com/categories/workforce-management)


---
## Reviewer Demographics

### By Company Size

| Segment | VICIdial | Zoom Contact Center | 
|---|---|---|
| **Small-Business** | 54.1% | 43.3% | 
| **Mid-Market** | 45.9% | 46.3% | 
| **Enterprise** | 0% | 10.4% | 

### By Industry

#### VICIdial

- **Information Technology and Services:** 13.5%
- **Computer Software:** 10.8%
- **Financial Services:** 10.8%
- **Marketing and Advertising:** 10.8%
- **Consumer Services:** 8.1%
- **Banking:** 5.4%
- **Market Research:** 5.4%
- **Outsourcing/Offshoring:** 5.4%
- **Telecommunications:** 5.4%
- **Leisure, Travel & Tourism:** 2.7%
- **Other:** 21.6%

#### Zoom Contact Center

- **Farming:** 14.3%
- **Financial Services:** 7.9%
- **Information Technology and Services:** 7.9%
- **Hospital & Health Care:** 6.3%
- **Higher Education:** 6.3%
- **Legal Services:** 6.3%
- **Insurance:** 4.8%
- **Transportation/Trucking/Railroad:** 4.8%
- **Accounting:** 4.8%
- **Medical Practice:** 3.2%
- **Other:** 33.3%

---
## Alternatives

### Alternatives to VICIdial

- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Convoso](https://www.g2.com/products/convoso/reviews) — 4.5/5 stars (253 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (617 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2509 reviews)
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- [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews)

### Alternatives to Zoom Contact Center

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (617 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2509 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (701 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3578 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (748 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6990 reviews)

---
## Top Discussions

### VICIdial

No discussions available for this product.

### Zoom Contact Center

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/vicidial-vs-zoom-contact-center)