SureTel
HOSTED CALL CENTRE PLATFORM
Hosted VICIdial in South Africa
SureTel provides hosted VICIdial for South African call centres, from R120 per agent per month excl. VAT with SureTel Voice (10-agent minimum).
From R120 per agent/month excl. VAT with SureTel Voice · R220 with own carrier · 10-agent minimum
- Licensed SA ISP
- ICASA 0009/CECS/AUG/09
- Since 2010
WHAT IS HOSTED VICIDIAL?
Hosted dialler scoped around your campaigns
Hosted VICIdial is a cloud-hosted dialler platform for call centres and sales teams running outbound, inbound or blended campaigns without operating dialler infrastructure internally. SureTel assesses your agent count, campaign type, voice requirements and operating model, then recommends a suitable starting configuration. Request a quote to review platform pricing, call-cost planning and deployment.
- • Hosted dialler for inbound, outbound and blended operations
- • From R120 per agent/month excl. VAT with SureTel Voice; R220 with your own carrier
- • Minimum 10 agents; calls billed separately
- • Recordings kept 30 days on a rolling basis within an included 100GB
- • Standard support Monday to Friday, 08:00–17:00
- • Outbound call rates from R0.19/minute excl. VAT
- • Typical deployment: 48 hours to one week, depending on requirements
Pricing and deployment guidance
Clear starting costs for a scoped call-centre solution
From R120 per agent/month excl. VAT with SureTel Voice
Minimum 10 agents · R220 per agent with your own carrier
Hosting is R120 per agent/month excl. VAT when you use SureTel Voice, or R220 with your own carrier, for at least 10 agents. Outbound calls start from R0.19 per minute and bundles from R2,000 per month excl. VAT. Your proposal shows hosting, calls, optional Managed or Premium management, additional recording storage and the once-off implementation fee as separate lines.
All prices are shown excluding VAT unless stated otherwise.
Hosted platform
From R120 / agent / month
With SureTel Voice; R220 with your own carrier. Minimum 10 agents. Includes 30-day rolling recordings within 100GB.
Outbound calling
From R0.19 / minute
Actual cost depends on destinations, usage, selected bundle and solution requirements.
Minute bundles
From R2,000 / month
Confirm bundle fit against expected volume and destinations.
Deployment
Typically 48 hours to one week, depending on requirements, campaign readiness, voice setup, numbers, configuration and testing.
Pricing factors — keep visible
- • Number of agents and expected growth
- • Inbound, outbound or blended campaign type
- • Expected call volume and calling destinations
- • Number and voice-routing requirements
- • Campaign configuration and go-live scope
- • SureTel Voice or your own carrier
- • Managed or Premium management level, if chosen
- • Additional recording storage beyond the included 100GB
- • Integrations and custom reports, where technically scoped
Your own dedicated VICIdial server
Every Hosted VICIdial customer gets their own dedicated VICIdial server. VICIdial is not a true multi-tenant platform, and shared VICIdial setups risk one customer seeing another's campaigns, users, lists and recordings. A dedicated server keeps your data separate and performance predictable — which is why the service starts at 10 agents.
Problems Hosted VICIdial can help solve
Move from disconnected calling processes to a planned call-centre workflow
| Problem | How this page frames the response |
|---|---|
| Manual calling slows the next action | A dialler can organise the next calling step around a configured campaign and available-agent workflow. Results depend on your data, agent availability and campaign configuration. |
| Internal hosting creates operational overhead | SureTel can host the dialler environment as part of the agreed solution, reducing the need for the customer to operate the dialler infrastructure internally. |
| Outbound and inbound work need better coordination | A suitably scoped configuration can support outbound, inbound and blended campaign models. |
| Remote or mixed teams need structure | Suitability can be assessed around connectivity, voice routing, device/headset requirements, user access and campaign process. |
| Campaign costs are difficult to plan | Separate the platform charge from outbound call usage and bundle options so the buyer understands what needs to be quoted. |
| Leaders need a clearer campaign view | Explain configured campaign outcomes, dispositions and reporting needs without inventing dashboard features or making data-analysis claims. |
Core benefits
Build the dialler around your campaign—not around a vague software promise
Hosted platform
Keep the dialler infrastructure off your internal hosting workload. SureTel scopes the hosted environment and the technical setup required for your campaign.
Predictive dialling
Use predictive dialling where campaign conditions, agent availability and your operating rules make it suitable. Answer rates, contact rates and productivity depend on your data, agent availability and configuration, so no specific result is guaranteed.
Progressive dialling
Use a more controlled next-call approach where agents should be ready before the next call is initiated. It can be a practical fit for teams that value agent pacing and campaign control.
Inbound and blended operations
Plan inbound handling alongside outbound activity where the selected campaign and voice-routing configuration supports it.
Remote-agent planning
Support remote or mixed teams where connectivity, secure access, devices and the voice path are suitable for the agreed design.
Voice and dialler under one provider
SureTel can discuss the dialler alongside relevant VoIP, SIP trunking and business-connectivity requirements, reducing handoffs between separate suppliers where the solution scope supports this.
Service details
What SureTel scopes for a Hosted VICIdial deployment
Dialling modes
| Mode | Plain-English explanation | Best framed as |
|---|---|---|
| Predictive dialling | A campaign can use adaptive dialling logic to place calls ahead of available agents, according to configured campaign conditions. | A suitable option for eligible outbound campaigns; not a promise of a fixed performance outcome. |
| Progressive dialling | The next call is initiated in a more controlled sequence when an agent is ready. | A practical option where teams want a steadier agent-by-agent calling flow. |
| Manual dialling | Agents place calls themselves from the agent interface, with campaign and disposition tracking. | Included in the standard platform for teams that need agent-controlled calling. |
| Inbound calling | Inbound groups and voice routing can be planned into the call-centre configuration. | A solution-design discussion, not an assumed default. |
| Blended calling | A deployment may combine inbound and outbound activity where the campaign and routing design supports it. | A scoped operational model. |
Read the full predictive dialler vs progressive dialler guide →
Hosted environment and deployment scope
- • Hosted VICIdial platform scoped to the agreed agent count and campaign needs
- • Agent, campaign and calling workflow discovery before configuration
- • Voice-routing and number requirements discussed during the solution design
- • Testing before go-live
- • Go-live support aligned to the agreed rollout
- • Expansion or additional campaign requirements handled through scoped changes
Remote agents need more than a login page
Remote or hybrid agent teams can be considered as part of the deployment design. Final suitability depends on each agent's connectivity, network stability, headset/device setup, voice path, browser or softphone workflow, user access and the campaign's operating requirements. SureTel should assess these points before representing remote operation as suitable.
Related services: Business Connectivity · Business VoIP · SIP Trunking
Reporting and campaign workflow
Hosted VICIdial can be configured around campaign lists, agent outcomes and call-centre operating workflows. During discovery, establish the reports, dispositions, user roles and campaign visibility the team actually needs. SureTel does not promise a named report, dashboard, integration or analytics outcome unless it is included in the approved scope.
Use cases
Use a hosted dialler for the campaign model you actually run
Outbound sales campaigns
For teams working through structured lead lists and needing a dialling workflow that supports campaign pacing and agent availability.
Lead-generation teams
For teams that need a practical calling setup around campaign lists, outcomes and repeatable follow-up workflows.
Insurance and finance call centres
For operations that need planned inbound, outbound or blended calling workflows, subject to their own data, consent and operating obligations.
Collections teams
For structured calling campaigns where the customer defines lawful contact processes, scripts, working hours and list-management rules.
Appointment-setting teams
For teams that need repeatable calling activity around agent availability and campaign objectives.
Customer-service and blended teams
For operations that need an agreed approach to inbound requests and outbound follow-up work.
Remote agent teams
For organisations that want a design assessed around agent connectivity, voice quality, access controls and operating process.
The cards above describe capability and fit. SureTel does not claim outcomes such as increased conversions, lower abandon rates, higher contact rates, better collections or guaranteed campaign results — those depend on campaign data, staff, scripts, compliance, lead quality and management.
Predictive vs progressive dialling
Choose the calling approach that fits your team and campaign
A call-centre manager should choose based on campaign type, agent availability, lead volume, compliance process and the level of control the team needs. Use this page for the commercial decision and link to the resource page for deeper education.
| Consideration | Predictive dialling | Progressive dialling |
|---|---|---|
| Calling approach | Uses configured campaign logic and agent availability to place calls ahead of the next available agent. | Starts the next call in a more controlled sequence when an agent is ready. |
| Useful for | Outbound campaigns where the operating model, lead supply, agent availability and campaign controls have been assessed. | Teams that want a steadier agent-by-agent calling pace and more control over when the next call begins. |
| Planning requirement | Requires careful campaign configuration and monitoring. | Still requires appropriate campaign setup, dispositions and voice configuration. |
Hosted platform vs self-hosting
Keep the dialler infrastructure aligned to the operation
A self-hosted dialler can place infrastructure, maintenance and operational responsibility on an internal team. A hosted approach is designed for organisations that would rather focus on campaign operations while SureTel scopes and hosts the agreed dialler environment. This is not a claim that hosted is automatically right for every call centre. The recommendation should depend on the organisation's internal technical capacity, control requirements, campaign complexity, voice design, security expectations and support needs.
| Hosted VICIdial with SureTel | Self-hosted dialler |
|---|---|
| SureTel scopes and hosts the agreed dialler environment. | Customer is responsible for hosting and maintaining the dialler infrastructure. |
| Voice and connectivity requirements can be discussed with the same provider. | Voice, dialler and connectivity may be managed across separate internal or external teams. |
| Configuration, testing and go-live are planned as a solution scope. | Internal technical capacity must be available to design, configure and maintain the deployment. |
Definition
What is Hosted VICIdial?
A hosted deployment separates the underlying dialler infrastructure from the customer's own premises and internal hosting workload. Agent devices, connectivity, voice routing, list management, user access, recording, storage and integrations still influence the final solution scope. Predictive, progressive and manual modes use different call-pacing approaches, while inbound groups, dispositions and reporting workflows are configured around the approved campaign.
Setup and deployment process
A practical route from requirements to go-live
Tell us about your operation
Share your agent count, campaign type, expected call activity, current platform and whether you need inbound, outbound or blended handling.
Scope the right configuration
SureTel reviews campaign requirements, voice-routing needs, number requirements, agent environment and relevant connectivity considerations.
Receive a clear proposal
The quote separates platform pricing, calling usage, bundles and any scoped setup, storage, integrations or support requirements.
Configure and test
SureTel prepares the agreed environment, configures the required campaign and voice settings, then tests the agreed workflow before launch.
Go live with a planned handover
Deploy the agreed service and support the go-live process. Typical deployment is 48 hours to one week, depending on requirements.
Typical deployment is 48 hours to one week, depending on your requirements and agreed readiness; your timeline is confirmed after discovery.
Why SureTel
A South African communications provider for the wider call-centre setup
SureTel discusses Hosted VICIdial alongside the wider voice, connectivity and support needs of a call-centre operation, with practical South African context and pricing.
Licensed ISP
SureTel is a licensed South African ISP and communications provider.
Operating since 2010
SureTel has operated as a South African communications provider since 2010.
Voice and connectivity experience
Discuss Hosted VICIdial alongside relevant VoIP, SIP trunking and business-connectivity needs where the solution requires it.
Practical support model
Standard support is Monday to Friday, 08:00–17:00, covering platform availability, break-fix and routine hosting maintenance. After-hours or enhanced cover is available only under a separately contracted agreement.
South African business focus
Pricing is quoted in South African Rand, with support and scoping focused on South African businesses.
Request pricing
Request Hosted VICIdial pricing
Tell us about your team and campaign. We will use the details to prepare a more relevant Hosted VICIdial recommendation.
Data responsibility (POPIA)
SureTel provides the technical service within the agreed scope. Customers remain responsible for the lawful sourcing and processing of contact data, notices, consent or other lawful basis where required, opt-out handling, campaign rules, access controls, record retention and applicable POPIA obligations.
From R120 per agent/month excl. VAT with SureTel Voice (R220 own carrier) · Minimum 10 agents.
FAQ
Hosted VICIdial FAQs
What is Hosted VICIdial?
Hosted VICIdial is a hosted call-centre dialler platform for outbound, inbound and blended calling campaigns. Instead of hosting and maintaining the dialler infrastructure internally, a business uses a scoped hosted environment configured around its agents, campaigns, voice routing and operating process.
How much does Hosted VICIdial cost?
SureTel Hosted VICIdial hosting is R120 per agent per month excluding VAT when you use SureTel Voice (R220 less a R100 per-agent SureTel Voice credit), or R220 per agent with your own carrier, with a minimum of 10 agents. Calls are billed separately. Outbound call rates start from R0.19 per minute excluding VAT, and minute bundles start from R2,000 per month excluding VAT. Your final quote depends on agent count, call volume, destinations, campaign setup, voice requirements and any optional services.
Why is there a 10-agent minimum?
Every SureTel Hosted VICIdial customer gets their own dedicated VICIdial server. VICIdial is not a true multi-tenant platform, and shared VICIdial setups risk one customer seeing another's campaigns, users, lists and recordings. A dedicated server keeps your data separate and performance predictable, which is why the service starts at 10 agents.
What is a predictive dialler?
A predictive dialler uses configured campaign logic and available-agent information to place calls ahead of the next available agent. It can be suitable for outbound campaigns where the lead supply, agent capacity, campaign controls and operating process have been assessed. It does not guarantee a specific answer rate, contact rate or productivity result.
What is a progressive dialler?
A progressive dialler starts the next call in a more controlled sequence when an agent is ready. It can suit teams that want an agent-by-agent calling pace and more control over the next-call workflow. The right choice depends on the campaign, team workflow and operating requirements.
Can Hosted VICIdial handle inbound and blended campaigns?
Hosted VICIdial can be scoped for inbound, outbound and blended calling where the selected campaign design, voice routing and operational requirements support it. Tell SureTel how your team handles calls so inbound groups, outbound campaigns and routing requirements can be considered in the proposal.
Can Hosted VICIdial support remote agents?
Remote or hybrid agent teams can be considered as part of the solution design. Suitability depends on reliable connectivity, the voice path, agent devices and headsets, access controls, security requirements and the selected workflow. SureTel should assess those requirements before confirming the right setup.
How long does Hosted VICIdial deployment take?
Typical deployment is 48 hours to one week, depending on requirements. The final timeline depends on the agent and campaign scope, numbers and voice routing, configuration, testing, data readiness and any approved integration requirements.
What outbound call rates apply?
Outbound call rates start from R0.19 per minute excluding VAT. Actual costs depend on calling destinations, usage, selected minute bundles and the agreed solution. SureTel will include the relevant call-cost model in your proposal.
Does Hosted VICIdial replace a CRM?
No. Hosted VICIdial is a call-centre dialler platform, not a general CRM replacement. It can be configured around campaign and agent workflows, but CRM, customer-data and integration needs must be assessed separately and should not be assumed to be included.
Are recording, storage and integrations included in the starting price?
Call recordings are kept for 30 days on a rolling basis within an included 100GB storage allowance; busier recording campaigns can add optional storage from R250 per month for an additional 100GB. Independent offsite recording backup, custom reporting, CRM or API integration and formal training are scoped and quoted separately. See the Hosted VICIdial pricing page for each item.
Does Hosted VICIdial make a campaign POPIA compliant?
No. A hosted dialler platform does not automatically make a campaign compliant with POPIA or other applicable requirements. The customer remains responsible for lawful data sourcing and processing, appropriate notices, consent or other lawful basis where required, opt-out handling, call-time rules, access controls, retention and any recording obligations. SureTel can discuss the technical setup within the agreed scope.
Get started
Tell us how your team calls customers
- Licensed SA ISP
- ICASA 0009/CECS/AUG/09
- Since 2010
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All prices are shown excluding VAT unless stated otherwise.
From R120 per agent/month excl. VAT with SureTel Voice (R220 with own carrier) · Minimum 10 agents. Final quote depends on agent count, campaign type, voice requirements, calling usage and any optional services.