Dialpad Ai Voice (formerly Dialpad Talk) is a cloud communications UCaaS platform that provides users with integrated voice, video, and messaging capabilities from one unified interface. It integrates with the vendor's web conferencing product, UberConference, as well as with G Suite, Microsoft Office 365, Salesforce, LinkedIn, Okta, and Zendesk.
$20
per user/per month
Zendesk Talk
Score 8.1 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.
I personally find Dialpad Talk to be extremely easy to use. At one point we has a large group of agents who weren't tech saavy whatsoever. This had concerned us but after seeing how fast they learned how to use it, mainly because of how user friendly Dialpad Talk is, those …
Imagine you are un a meeting and you need to focus on the topic and don't want to miss a thing but taking notes distracts You. Dialpad can do that for you. No matter who contacted a client and how, You will be able to keep track of all communication to the same person in one perfectly organized thread If needed some Quality control, recordings are available.
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
lots of quirks.. seems to be a lot of random problems that aren't addressed quickly enough
Notify users of outages and let them know when outages are repairs
simplify the way that numbers/ offices/ departments and individual users is done. I have been using the service for about 2 years and still dont understand the difference
The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
Dialpad Talk is easy to use and no one has had a problem using it. Even when we have had questions/problems we have been able to fix it ourselves without having to go to Dialpad to ask for help, which saves everyone time. We don't have any reason to cancel our use of this product and we are very happy with how it performs for our team.
The Dialpad app is very user friendly. It took very little time for even our most technically-challenged users to adopt it. Dialpad is also constantly upgrading their software so that functionality is gained. User adoption was really amazing. All it took was just making a few outbound calls and a few short videos to train our people.
The original date for roll-out, was unable to happen because there was an issue finding our existing phone lines to port them... The only reason I gave a 9 is [that] the original person we have been working with, Rolled out phones. Pro without telling anyone and then went on vacation, I only say this to explain that there is a gentleman that took over to help us named Brett and he was FANTASTIC! He allowed a ton of calls and answered all of them, walked us [through] settings, profile set up, and even emailed screen shares so we could help other members of our team! Thanks so much, Brett you ROCK~
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
Dialpad Ai Contact Center gives you everything you need in a single communications platform. This is one big difference between Dialpad and Zoiper—beyond voice calls, you also get video calling and team messaging along with essential contact center features like IVR routing and a sales dialer. The connection isn't always the greatest and there seems to be some lag time when speaking.
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
We were able to reduce global headcount by 20% in our call centers.
Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
