Vicidial Group

What Vicidial Group does

Vicidial Group, founded in 2007 by Matt Florell (original creator and primary developer of VICIdial) and headquartered in St. Petersburg, Florida, is a privately held software company that distributes the VICIdial open-source contact center suite and monetizes its installed base through complementary services. The core product is an enterprise-class contact center suite built on Asterisk PBX with a PHP/Perl and MySQL stack running on a Linux (OpenSuSE-based) VICIbox distribution, supporting inbound, outbound, and blended voice handling along with email and website chat in a single web-based agent interface, with 16-language localization. Technical differentiators include a predictive dialer with adaptive algorithms and FTC-compliant drop rates, skills-based routing and queue prioritization, stereo call recording, and manager listen/whisper/barge controls. The company also ships a VICIbox ISO installer, certified SMB and Enterprise hardware lines (scaling from 25 outbound/40 inbound agents up to 1,000 outbound/1,500 inbound agents), and manager mobile apps for Android and iOS.

The business model is classic open-source monetization: the software is distributed free under GPLv2/AGPLv2, while Vicidial Group generates revenue through VICIhost managed hosting (dedicated physical servers in Tier-3 datacenters with exclusive features such as high-level data encryption, cellphone number scrubbing, and audio soundboards), hardware sales, professional services ($200/hour system planning, $800+ remote installations), and recurring support subscriptions. Go-to-market combines self-serve downloads (25,000+ per year) with a certified partner and reseller network spanning Africa, Asia, Europe, North America, the Caribbean, and South America, plus community-driven adoption through forums, wikis, and industry analyst recognition.

The customer base spans 14,000+ installations in 100+ countries, with documented deployments in call centers of all sizes (5 to 500+ agents) and verticals including healthcare, financial services and banking, insurance, education, and government/emergency services (including 911 operations). Notable reference deployments include Vision Financial Corporation (400,000+ outbound calls and 10,000 inbound calls per day), a Fortune 500 insurance company, and a Japan-based international bank. The company operates as a founder-owned business with 11-50 employees and no disclosed external funding.

Name

Vicidial Group

Legal name

Vicidial Group

Website

https://vicidial.com

Company type

Private

Founded year

2007

Operating status

Operating

Headcount range

11–50 employees

Short description

Vicidial Group distributes the VICIdial open-source contact center suite and VICIhost managed hosting, serving 14,000+ installations across 100+ countries. Founded in 2007 by Matt Florell, the company monetizes its install base via hosting, certified hardware, and professional services for call centers of all sizes.

Ownership category

akta.pro rank

Product category

Open-Source Contact Center Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182), Telephone Call Centers (56142)

SIC

Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

akta.pro secondary industry

Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

Keywords

• Open source contact center
• Predictive dialer software
• Hosted call center
• Asterisk ACD platform
• Multi-channel agent screen

Headquarters

HQ city

St. Petersburg

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Infrastructure, Personnel, Supply Chain, Marketing or Sales, Operations

Revenue model

1. VICIhost Managed Hosting: Dedicated hosted contact center service with own physical servers in private hosted clusters. Custom-built VICIdial servers optimized for call centers. Uses Tier-3 datacenters with multiple internet backbone connections and redundant power. Exclusive features include cellphone number scrubbing, Agent Audio Soundboards, and High-Level Data Encryption included for free.
2. Hardware Sales: Two lines of VICIdial-certified hardware: SMB series for small to medium contact centers (up to 25 outbound/40 inbound agents) and Enterprise series for large centers (up to 1,000 outbound/1,500 inbound agents). Also offers accessories including T1 interface cards, codec compression cards, channel banks, and USB/PCIe timing devices.
3. Professional Services: Installation support, configuration and tuning, training (Manager training, Administrator training, Expert training), system planning ($200/hour), remote installations (starting at $800 USD), customizations, and systems integration services.
4. Support Plans: Consulting and support solutions including 24x7 emergency support, pay-as-you-go options, configuration support, and emergency support with jump-charges based on server count and time of call.

Pricing tiers

Distribution channels5 records

Marketing channels7 records

Core offering

Vicidial Group develops and distributes the VICIdial open-source contact center suite, supporting inbound, outbound, and blended call handling with predictive dialing, ACD, skills-based routing, email, and website chat. The company monetizes through VICIhost managed hosting on dedicated Tier-3 datacenters, certified SMB and Enterprise hardware sales, professional services (installation, training, support), and custom development, complemented by mobile reporting apps for Android and iOS.

Product overview

VICIdial Group offers VICIdial, an enterprise-class open source contact center suite as its core product, supporting inbound, outbound, and blended call handling with predictive dialing, ACD functionality, email and chat handling, and web-based interfaces. The product portfolio includes VICIhost managed hosting services with dedicated servers and Tier-3 datacenter infrastructure, VICIdial Mobile apps for iOS and Android providing manager reporting, VICIbox ISO for simplified installation, and certified hardware lines (SMB and Enterprise tiers) for on-premise deployment. The suite is distributed under AGPLv2 open source license and has over 14,000 registered installations across 100+ countries.

Differentiator

Problem solved

Functional benefit

Brands

• VICIhost: VICIhost is the official hosted and managed contact center solution for VICIdial, providing dedicated servers in a private cloud with extra services not available on the open-source platform.

Products and services

• VICIdial Open-Source Contact Center Suite Enterprise-class open-source contact center suite supporting inbound, outbound, and blended call handling with predictive dialing, ACD, skills-based routing, email, website chat, web-based agent and admin interfaces, available in 16 languages with over 14,000 registered installations in 100+ countries.
• VICIhost Managed Hosting Official hosted and managed contact center solution offering dedicated physical servers in private hosted clusters with Tier-3 datacenter infrastructure, custom-built VICIdial servers, cellphone number scrubbing, Agent Audio Soundboards, and High-Level Data Encryption included free.
• VICIdial Mobile Reporting App Manager reporting mobile app for Android and iOS devices providing real-time agent and call counts, campaign hourly call counts, system summaries, agent sales reports, campaign summary, whiteboard reports, and team performance detail for contact center supervisors.
• VICIbox ISO Installer Full software installer image for VICIdial deployment on an OpenSuSE-based Linux distribution, providing a complete software package with no restrictions, usable in production environments.
• VICIdial SMB Series Hardware Small-to-medium business series hardware designed for small to medium contact centers with high-quality components, available in two form factors accommodating up to 25 outbound agents or 40 inbound agents.
• VICIdial Enterprise Series Hardware Enterprise series hardware designed for large contact centers requiring high capacity and high availability, packaged in standard rack mountable cases with enterprise-grade components, accommodating up to 1,000 outbound agents or 1,500 inbound agents.
• Professional Services (Installation, Training, Support) Installation support, configuration and tuning, manager/administrator/expert training, system planning at $200/hour, remote installations starting at $800 USD, customizations, and systems integration services.
• Support Plans (24x7 Emergency and Pay-as-you-go) Consulting and support solutions including 24x7 emergency support, pay-as-you-go configuration support, and emergency support with jump charges based on server count and time of call.

Quantifiable outcome

• 41% increase in close rates for first ViciHost client using RankMiner predictive voice analytics
• +2 more outcomes

Named customers6 records

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability5 records

Feature8 records

Partnerships

Three partnerships are on record, tiered core.

• RankMinercoreTechnology or Integration · 15 March 2016Partnership with RankMiner Predictive Analytics for voice analytics integration. RankMiner's Predictive Voice Analytics software analyzes vocal features to predict customer behavior. First ViciHost client achieved 41% increase in close rates using RankMiner integration with outbound campaigns.
• Sangoma Technologies CorporationcoreTechnology or Integration · 18 February 2009Integration partnership with Sangoma for NetBorder Call Progress Analysis Engine. The CPA engine provides reliable answering machine detection enabling campaigns to achieve sub-2% drop rates (below FTC 3% limit). VICIdial conducted over 21,000 test calls validating the integration. The solution uses standard SIP interface for easy integration.
• Vicidial Partner Program - Global NetworkcoreImplementation/ SI/ Consulting PartnerCertified partner program with partners across Africa (Logicalis, Teleforge, OPENOTE), Asia (Next I.X., IPCom Solutions, Krishna Tele Soft, Ecosmob Technologies, Next2Call), Europe (Antheus Telecom, Uniplay, Dan Gustafsson, STJ Telecom, XperIT, InServ Ltd.), North America (Core Telecom Innovations, Digital Canada Communications, Enlaza Comunicaciones), Caribbean (VoIPCom.net), and South America (GOSAT TELECOM, Integradial).

Scale indicators6 records

Recent moves3 records

Expansion highlights5 records

Direct peers

• Five9: Pure-play cloud CCaaS leader serving inbound, outbound, and blended contact centers with predictive dialing, ACD, and AI — directly competing with VICIhost for mid-market and enterprise customers that want a hosted alternative to on-premise stacks.
• 8x8 Contact Center: UCaaS plus CCaaS platform offering cloud contact center, voice, and analytics. Competes with VICIhost for hosted deployments where customers want integrated voice and contact center from a single vendor.
• NICE CXone: Enterprise cloud CCaaS platform with omnichannel routing, workforce engagement, and AI analytics. Competes head-on with VICIdial in large-deployment outbound and blended environments (e.g., financial services, insurance).
• 3CX: Open-source PBX/UC platform with built-in contact center features (queueing, call recording, reporting). Closely comparable to VICIdial on open-source distribution model, Asterisk-adjacent architecture, and SMB/mid-market focus.
• Talkdesk: Cloud-native CCaaS provider focused on mid-market and enterprise customers with AI-driven virtual agents and workforce engagement. Competes directly with VICIhost in hosted, multi-channel environments.
• Genesys Cloud: Cloud contact center platform with native AI, journey orchestration, and deep multi-channel capabilities. Targets the same enterprise and mid-market segments VICIdial serves, with much larger R&D and partner ecosystems.
• RingCentral Contact Center: UCaaS leader with a growing RingCentral Contact Center product line, targeting SMB and mid-market with bundled voice and contact center — directly competing with VICIhost's hosted multi-channel offering.

Broad incumbents

• Avaya: Legacy incumbent in enterprise telephony and contact center, with both on-premise and cloud (Avaya Experience Platform) offerings. Competes broadly with VICIdial in large enterprise deployments but does not specialize in the open-source niche.
• Cisco (Webex Contact Center): Cisco's Webex Contact Center is part of a broader collaboration and telephony portfolio, targeting enterprise customers with deep networking integration. A broader incumbent rather than a focused contact-center specialist.

Others

• Sangoma Technologies: Asterisk and telephony hardware/software vendor that is both a VICIdial integration partner (NetBorder CPA) and a broader ecosystem player. Comparable as adjacent PBX/telephony infrastructure rather than a direct contact-center competitor.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/vicidial
• Facebookfacebook.com/VICIdialgroup
• LinkedInlinkedin.com/company/vicidialgroup

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Vicidial Group