Dialpad Talk vs Google Voice

• Manages the calls that need to be returned.
• Sends a recording of the voicemail to the correct email so an agent can review it and call back.
• Allows you to transfer to a certain agent if necessary. This is helpful because sometimes certain agents deal with certain callers because they know the caller’s history and needs better.

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• Google Voice has been great for setting up additional phone lines and numbers.
• The voicemail inbox is a great feature and you can see when messages come in online and listen to the messages from your computer.
• Google Voice allows us to have multiple phone numbers and lines for specific business purposes.

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• I would like to see more configuration options with desk phones. Right now, I can add a phone by entering in the device-specific provisioning server and then thats it. I then have the option to remove it. I want more!
• As an admin, Id like to be able to login to each of my users' accounts and make sure settings are correct vs having to walk over to their computers or asking them for their login info.
• Some sort of application self checker. What I mean by this is I have some users using the desktop app, some not using it and some using a combination of both. Since there are multiple options for a user to accomplish the goal of taking calls, it would make sense to me to have the app actively check for all simultaneous instances of Dialpad [Talk] running and make the suggestion to use one or the other or even link you to the place you should be. This may be a unique situation to us as we are using Dialpad [Talk] as an integrated service in our dispatching software.

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• I think there is room to improve with regards to call forwarding.
• I wish there were a concise way to know if the call was to your Google Voice number or your personal number before answering the call.
• when I add a contact to my account on the web it doesn't seem to sync with my phone even though the same email address is logged in.

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• Positive- better work/life balance therefore better retention rates and employee happiness
• Positive- smoother correspondence on administrative items by using the chat functions and the ability to use the laptop to make calls while doing other work
• Negative- confusion with number sand some functions that cause time to figure out and therefore disrupt workflow

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• Cost for Google Voice is stellar, starting at $10/mo per user.
• While it doesn't offer a new Audio/Video conferencing solution it does integrate with GSuite so it makes use of Google Calendar and Hangouts/ Google Meet.
• Gets the employee's to use their company phone numbers more as texting is easy and deployment is simple.
• The cell phone app is reliable and easy to deploy.

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