What users are saying about
22 Ratings
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Score 8.3 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    8.2

    Dialpad Contact Center

    82%

    Presence Inbound

    Feature Set Not Supported
    N/A
    Dialpad Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    9 Ratings
    N/A
    0 Ratings

    Validate callers

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Outbound response

    8.5
    85%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    9 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.2
    82%
    7 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    7 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.6
    86%
    9 Ratings
    N/A
    0 Ratings

    REST APIs

    8.9
    89%
    5 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    7 Ratings
    N/A
    0 Ratings

    Call tracking

    7.8
    78%
    9 Ratings
    N/A
    0 Ratings

    Multichannel integration

    7.8
    78%
    7 Ratings
    N/A
    0 Ratings

    CRM software integration

    7.1
    71%
    8 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.6

    Dialpad Contact Center

    86%

    Presence Inbound

    Feature Set Not Supported
    N/A
    Dialpad Contact Center ranks higher in 9/9 features

    Inbound call routing

    8.9
    89%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.0
    90%
    6 Ratings
    N/A
    0 Ratings

    Recording

    9.0
    90%
    9 Ratings
    N/A
    0 Ratings

    Quality management

    8.0
    80%
    7 Ratings
    N/A
    0 Ratings

    Call analytics

    9.4
    94%
    9 Ratings
    N/A
    0 Ratings

    Historical reporting

    9.4
    94%
    7 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Customer surveys

    6.9
    69%
    6 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    7.8
    78%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Dialpad Contact Center is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    8.7

    Dialpad Contact Center

    87%
    11 Ratings
    8.0

    Presence Inbound

    80%
    1 Rating

    Likelihood to Renew

    10.0

    Dialpad Contact Center

    100%
    1 Rating
    9.0

    Presence Inbound

    90%
    1 Rating

    Likelihood to Recommend

    Dialpad

    I am highly likely to recommend Dialpad Contact Center to a colleague. Dialpad provided me and my team with extensive data, which we were able to utilize to make changes in our strategy accordingly, seeing an increase in happy customers. I am also a fan of the transcript provided after the call has been finished, it always helps save time, and at the end of the day, time is money.
    Read full review

    Enghouse

    Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.
    Read full review

    Pros

    Dialpad

    • 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

    Enghouse

    • Real time reporting
    • Historical Reports
    • Supervisor interface
    Read full review

    Cons

    Dialpad

    • 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

    Enghouse

    • Sound Alerts
    • Detail of who hangs up the call
    • Less expensive support
    Read full review

    Pricing Details

    Dialpad Contact Center

    Starting Price

    Editions & Modules

    Dialpad Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Presence Inbound

      Starting Price

      Editions & Modules

      Presence Inbound editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Dialpad

        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

        Enghouse

        Price. Easy to use. Support.
        Read full review

        Alternatives Considered

        Dialpad

        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

        Enghouse

        I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.
        Read full review

        Return on Investment

        Dialpad

        • Less equipment to purchase, means more up time and low maintenance
        • With no VPN required to an office, Dialpad is easily deployed out in the field around the world
        • Missed a call? The voicemail will dictate and send an email with the voice and the text.
        Read full review

        Enghouse

        • Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
        • In our sales presentations, Presence is one of our major strengths.
        Read full review

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