Dialer & PBX Customization
Vicidial Customization
Vicidial is the open-source dialer that most contact centers reach for first — and the one they outgrow fastest. We take stock Vicidial installations and turn them into platforms: tuning predictive dialing parameters for your real drop-rate compliance, building custom agent and admin interfaces for your operators, integrating CRM and ticketing systems so agents never copy-paste, and re-architecting cluster topology when a single ViciBox can't carry the traffic anymore. Our Vicidial work spans compliance (STIR/SHAKEN, TCPA guardrails), AI AMD integration, and carrier-grade scale beyond what the stock distribution was designed for.
Who it's for
- Contact centers running Vicidial clusters approaching capacity limits
- Compliance teams needing TCPA, STIR/SHAKEN, and DNC enforcement built in
- Operators integrating Vicidial with Salesforce, HubSpot, Zendesk, or custom CRMs
- Teams replacing drop-rate guesswork with dialer analytics and tuning
Our approach
- 1Audit the existing campaign configuration — most 'dialer problems' are campaign mis-tuning
- 2Reshape the architecture — Vicidial web + database on separate nodes, multiple dialers
- 3Integrate STIR/SHAKEN signing upstream of Vicidial so the call path isn't modified
- 4Build custom reports on the real Vicidial schema, not the built-in reporting
- 5Integrate AI AMD (see our AI AMD product) to cut agent idle time
What you get
Campaign configuration review with before/after metrics on contact rate and drop rate
Cluster topology redesign with sizing math based on measured traffic
CRM integration — click-to-call, screen pop, disposition sync
Custom agent or admin UI where Vicidial's built-in is too limiting
STIR/SHAKEN signing integration compliant with current FCC requirements
Real-time operational dashboard covering agent state, queue depth, and trunk utilization
Common questions
Ready to build on carrier-grade voice?
Talk to a VoIP engineer — not a salesperson.