Avaya Aura vs. Dialpad Connect

Avaya Aura is secure and reliable; in our case, for customers that looking for stable solutions on voice, Avaya Aura is that solution fit. In a scenario where our customer is looking for digitalization, I think Avaya Aura is less appropriate.

Incentivized

It is well-suited for basic calling functionality, but has been a poor experience for us when used for texting, as it lacks some of the features of other platforms, such as Haymarket. It is also challenging to capture good analytics, as this is neither easy nor clear for users to find.

Incentivized

• So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.

Incentivized

• Ease of signing on and calling in
• Clear audio/sound, no static or poor connections
• Can choose to be on video or not
• The organizer and participants can see all who are on the call
• Meetings can be auto-recorded and sent to organizer at end of call
• Hold music can be played for initial caller
• Meeting is auto-transcribed
• Action items are automatically listed for the organizer
• Summary list shows all who were in attendance
• Summary shows duration of callers on the meeting
• Can load images of attendees when setting of the meeting

• Pricing is always a concern.
• How to maintain the attractive price point as they transition from perpetual licensing to subscription-based.
• Offering the benefits of 'economies of scale' even in situations where the transitioning is not wholesale from the onset but incremental over time.

Incentivized

• The only example I can list for improvement is that occasionally the message has some mistranslation(s). But I can usually figure out the missing words. The 'southern USA' dialect may be partly to blame....
• The functionality is really great. It is the best app I have used for messages in all of my customer service jobs.

Incentivized

We are happy with this product since we have used until now around 10 years.

Incentivized

Dialpad Talk is easy to use and no one has had a problem using it. Even when we have had questions/problems we have been able to fix it ourselves without having to go to Dialpad to ask for help, which saves everyone time. We don't have any reason to cancel our use of this product and we are very happy with how it performs for our team.

Incentivized

Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues. Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.

Incentivized

Dialpad Connect is good and recommended for any organization. It is a good value. It can accomplish everything that your organization is looking for, and no one will say it is outside the budget for any 50+ person organization. The AI feature is very useful. The dashboard could be a bit easier to manage, and the integration with Salesforce could be a bit smoother.

Incentivized

There have not been any outages that I am aware of and we have had consistently good coverage since the start. There can be a slight lag from the office to the mobile app, but it is not terribly noticeable and it has not resulted in any calls being prematurely hung up

The emails of voice transcription come very quickly after a call has been completed and except for a few fairly difficult names are pretty accurate. The ability to quickly listen to the voicemail from email without having to open the app is also a bonus. I have not noticed or heard of any slowdowns

The original date for roll-out, was unable to happen because there was an issue finding our existing phone lines to port them... The only reason I gave a 9 is [that] the original person we have been working with, Rolled out phones. Pro without telling anyone and then went on vacation, I only say this to explain that there is a gentleman that took over to help us named Brett and he was FANTASTIC! He allowed a ton of calls and answered all of them, walked us [through] settings, profile set up, and even emailed screen shares so we could help other members of our team! Thanks so much, Brett you ROCK~

Incentivized

Welcoming and easy to follow the instruction

Simple and easy to follow, we had our branches around the country to be trained and the feedback was great. Only take if there was a desk phone training that would be great. The team provided us with video for the desk phone training

I didn't participate in the implementation. But obviously it went flawlessly, as all users are set up in-house, and on the app.

Incentivized

So I've seen the Cisco product out there. I've seen the old Nortel products, Mitel, I've been doing this for a long time. I've seen a lot of other products. And Avaya, Nortel were the Western Electric and Northern Electric of the world way back when. So pretty much the grandparents of all the other stuff that's out there. So their foundation is really strong. So I think this product stacks up amazing, especially for places that are mission critical, like hospitals, maybe the military, and stuff like that. They have the app, if you need an app, they do stuff on mobile devices, and that you can have remote workers. So I think they stack up really well against the other companies. The problem is probably advertising and the schools that are teaching this stuff are promoting a particular product and that's where the other products have the advantage. They're in the schools and it's, I call it indoctrination, but they're in the schools and they're teaching the people. The other product, their competitors are teaching in the schools, their product line. And that's how they can do promotion better.

Incentivized

Panterra is dependable and has good support. Dialpad Connect has more features and an easier interface. AT&T has a lot of features, but Dialpad Connect's interface is easier. AT&T does not do call transcription that I know of. Comcast BVE and 8x8 services are lower quality and service is not great.

Incentivized

Overall program is of average cost. SInce I use it simply for its phone/text capabilities. I would hazard that company that needed more options, might see it differently

Incentivized

So far, Dialpad has been a great improvement for our organization. It allows everyone to be on the same service and the integration with the mobile app means everyone is still using the "office" numbers even when on the go which makes it easier not having to balance multiple phone numbers from people

• As far as a negative impact on a surface level, not too much negative impact was to go right into that and we had the scare eight months ago. Well, we didn't know if Avaya was a product we were going to be able to continue with. But after this conference, we got the warm and fuzzies back. That is a product that we can keep for a number of years and they'll continue to grow and keep on upgrading it and stay current. So we'll be sticking with that.

Incentivized

• Saves me time with a downloadable transcript for call documentation.
• All calls are automatically recorded, which provides proof of what was said.
• Translation availability using IVR and AI language allows us to communicate with all families without needing to find a translator.

Incentivized