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 This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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 Allows us to make changes quickly and with relative ease Can be flexible enough to use among several teams who do very different work Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system 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 Incredibly complex to set up and configure. Multiple points of potential failure. Things Desk.com did out-of-the-box require customized code and components in Service Cloud. Front-facing community is extremely difficult to configure and comes with many limitations. No help is provided by Salesforce without expensive Premiere Support plans. Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there. 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 Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Read full review Usability I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review Reliability and Availability Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review Performance There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review Support Rating It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review Implementation Rating We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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 Salesforce service cloud is more configurable than Zendesk and
Freshdesk . It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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 Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation. The larger the implementation programme the better the licensing arrangements Free developer toolkit for proof of concepts or showcasing features Limited to annual subscription model Read full review ScreenShots Salesforce Service Cloud Screenshots