What users are saying about
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Top Rated
226 Ratings
24 Ratings
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Score 8.4 out of 100

Dialpad Talk

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Top Rated
226 Ratings
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Score 7.5 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Dialpad Talk

[Dialpad Talk is] appropriate for a small contact center. For us it has worked very well because some of the features we needed have slowly been integrated, which makes me believe they actually listen to the customers. For analytics itself I see it as still being in diapers, at least for us that run an outbound cold sales contact center. But in general, Dialpad [Talk] is a tool which has helped us keep an overall basic control over when, where, and what out agents are doing.
Gina Yfarraguerri | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Dialpad Talk
Agent dashboard
Webex Contact Center
7.7
Dialpad Talk
Validate callers
Webex Contact Center
8.9
Dialpad Talk
Outbound response
Webex Contact Center
8.8
Dialpad Talk
Call forwarding
Webex Contact Center
9.1
Dialpad Talk
Click-to-call (CTC)
Webex Contact Center
8.8
Dialpad Talk
Warm transfer
Webex Contact Center
7.7
Dialpad Talk
Predictive dialing
Webex Contact Center
8.3
Dialpad Talk
Interactive voice response
Webex Contact Center
9.1
Dialpad Talk
REST APIs
Webex Contact Center
9.1
Dialpad Talk
Call scripts
Webex Contact Center
7.3
Dialpad Talk
Call tracking
Webex Contact Center
7.9
Dialpad Talk
Multichannel integration
Webex Contact Center
7.7
Dialpad Talk
CRM software integration
Webex Contact Center
7.9
Dialpad Talk

Workforce Optimization (WFO)

Webex Contact Center
8.6
Dialpad Talk
Inbound call routing
Webex Contact Center
9.1
Dialpad Talk
Omnichannel inbound routing
Webex Contact Center
8.5
Dialpad Talk
Recording
Webex Contact Center
7.5
Dialpad Talk
Quality management
Webex Contact Center
9.1
Dialpad Talk
Call analytics
Webex Contact Center
7.7
Dialpad Talk
Historical reporting
Webex Contact Center
7.9
Dialpad Talk
Live reporting
Webex Contact Center
9.1
Dialpad Talk
Customer surveys
Webex Contact Center
9.1
Dialpad Talk
Customer interaction analytics
Webex Contact Center
9.1
Dialpad Talk

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Dialpad Talk

  • Notifications- via e-mails, calendar links and otherwise are very helpful when dealing with information that may otherwise get lost or forgotten in conversations
  • Access- Being able to access calls on the go via your own cell phone or using your laptop to help free up your hand and get real time speech intelligibility is much appreciated
  • Variety- Options for quick chats and sending photos, video calls to share screens when necessary, and your most recent calls available on the same screen you are already looking at adds to workplace efficiency
Laura Samoisette, LEED AP, WELL AP | TrustRadius Reviewer

Cons

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | TrustRadius Reviewer

Dialpad Talk

  • I would like to see more company-level management of individual user settings. For example, I prefer all employees to call out using the main company's caller ID. As the account administrator, I cannot control this selection for individual users.
  • I would like the multilevel voice attendant to be more integrated as a single menu. As currently configured, I can enable all the options I want, but only by setting up a forest of "departments" each with their own windows and independent settings.
  • We received reports of callers getting a busy signal, but I have not been able to diagnose why. I would like a better mechanism for viewing call logs as an administrator.
  • Status lights for individual users do not appear to be accurate. Most users appear "available" nearly 24 hours a day.
Anonymous | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

Dialpad Talk

Dialpad Talk 8.5
Based on 16 answers
The Dialpad app is very user friendly. It took very little time for even our most technically-challenged users to adopt it. Dialpad is also constantly upgrading their software so that functionality is gained. User adoption was really amazing. All it took was just making a few outbound calls and a few short videos to train our people.
Gregg Skala | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Dialpad Talk

Dialpad Talk 6.8
Based on 70 answers
  1. Dialpad Onboarding support was okay. I think this was because we used a 3rd party vendor. We had a lot of issues with provisioning the phones.
  2. The Dialpad sales rep forgot to mention that Dialpad is only compatible with Polycom desk phones so we bad to purchase new phones last minute.
  3. We were supposed to get 3 months free when we signed up with Dialpad as a courtesy but the charged us for the 3rd month. They have resolved this error but I think there was no designated point of contact on Dialpad's end to help things move more smoothly.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | TrustRadius Reviewer

Dialpad Talk

We used to use 8x8 Express and while we liked it, we found that Dialpad had more features (like syncing events, emails & shared documents via G-Suite) - especially the awesome Voice Intelligence (call transcription) feature. Dialpad will even transcribe a voicemail while it's happening, so can read the text while you're on another call. 8x8 Express did not provide this and had a similar price point to Dialpad. We also found Dialpad to be more user-friendly than 8x8 Express - especially when using the web version. Both 8x8 Express and Dialpad have web meeting / conferencing built in. I must also say that Dialpad customer service is quite impressive.
Anonymous | TrustRadius Reviewer

Return on Investment

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

Dialpad Talk

  • Ability to have employees work from home which allows us to keep a smaller office environment.
  • Efficiency increased with integrating calls / meetings in one app.
  • Previously had to restrict employees to primarily work in the office or forward items to their home or mobile phones. This allows them to have the same tools in or out of the office which reduces issues when being contacted by clients.
Anonymous | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Webex Contact Center Editions & Modules

Additional Pricing Details

Dialpad Talk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Dialpad Talk Editions & Modules

Edition
Standard$20.001
Pro$30.001
EnterpriseContact sales team
  1. per user/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Dialpad Talk
7.9

Usability

Webex Contact Center
Dialpad Talk
8.5

Support Rating

Webex Contact Center
Dialpad Talk
6.8

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