Likelihood to Recommend We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
Read full review We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.
Read full review Pros The ease of use and integration into our local IT infrastructure It improved business process agility especially for the work from home agents It improved our customer relations/service with fewer dropped calls It gives managers better reporting capabilities and call usage statistics Read full review Nextiva allows you to set up the Contact Center to fit your exact needs. The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends. The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc... Read full review Cons If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on. Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience Self service options Read full review I'd like to be able block numbers globally through the web portal rather than having it done through tech support. Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone. Read full review Likelihood to Renew I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.
Read full review Service has been exemplary and we are happy with the voice quality and connectivity
Read full review Support Rating They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
Read full review Alternatives Considered Dialpad is the evolution of MiCloud, it does everything MiCloud did and then some and it does it better. The level of flexibility and customization provided by Dialpad allowed us to go to the next level in terms of productivity and interconnection, their interface is user-friendly and provides real-time data to aid in decision-making processes.
Read full review It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead
Read full review Return on Investment The callback feature has saved clients a lot of hold time The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it Read full review With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad... Read full review ScreenShots