Dialpad Support vs. Pega Customer Service

We have a mix of Dialpad Support and regular Departments in Dialpad Support - we mostly use Dialpad Support for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Dialpad Support doesn't make sense to use to we have them setup as Departments instead.

Incentivized

Pega is a very nice tool for when we need to deal with data coming from different sources that need to be connected and used collectively. Additionally, having an easy-to-use interface makes it ideal for building decision flow in a simple manner that can still take advance decisions for 1:1 communication.

Incentivized

• 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

• Easy to contact
• Responds very quickly
• Provides accurate information

Incentivized

• Live Dashboard should show more Bigger text otherwise agent cannot see by big monitors located in office!
• Waiting for Dialpad Ai which will never available in Japan
• Never understand the call journey who hung up the phone
• When PC shut down, agent should be Off duty but still Available and call rings.
• Support chat use weird Japanese
• Never provide update information beforehand which sometime make confusion and troubles that Google cloud platform made

Incentivized

• Performance, as some of the tasks run in batch.
• Extensibility could take time for complex functionalities.
• At least the cloud version should be more powerful in terms of processing.

Incentivized

I have never had any issues with getting a problem resolved. The dialpad support team is responsive and extremely helpful. As busy as our business is getting, having the AI transcripts and call recordings aid us in being more task productive when helping patients. Other than the patient aspect of it, having no hardware maintenance is amazing

Incentivized

I always get great customer service when I need help. Even if i just decide to chat online instead of calling in. The reps are always so nice and the customer service is always amazing. I have never had any complaints. Usually my issues are pretty simple and they never make it harder than it needs to be

Incentivized

I have never contacted support.

Incentivized

We looked at Aria, but we already had Dialpad Support and decided just to move forward with more features. I think the familiarity with the Dialpad app and the basic features made the addition of new features a much more seamless process rather than attempting to try dual software.

Incentivized

We have used different products those are ok but customer service is worst but Pega Customer Service is not like that tool and services both are doing excellent job

Incentivized

• 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

Incentivized

• Reduced the manual effort due to introducing automation
• Increased customer satisfaction
• Enhanced personalization

Incentivized