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Top Rated
70 Ratings

Dialpad

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Top Rated
70 Ratings
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Score 7.8 out of 100
53 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Dialpad

Dialpad is incredibly useful for any outbound calling efforts. The AI note-taker helps you keep updated on other conversations and allows you to quickly review your previous conversations with the client. Specifically, it marks action items, performs sentiment analysis on key points, and summarizes the call. I would say that it's useful for both internal and external communications and is well suited for any environment where you are using audio calls.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.4

Workforce Optimization (WFO)

Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.3
Live reporting
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.3
Customer surveys
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Dialpad
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

Dialpad

  • Being able to text from the desktop app is a huge advantage. It makes it easier to coordinate between multiple contractors at once, and being able to text rather than call is easier and more flexible for our contractors to work with in the field.
  • Being able to text pictures is a huge advantage to us - contractors can ask questions much more specifically when we have a picture of what they're looking at. We can also text pictures back from the desktop with markup using the Windows Snipping Tool to circle an area or draw arrows, which would be much more difficult texting from a "real" phone number on a cell phone.
  • Voicemails available from email, desktop, and the phone app make it very easy to review calls.
  • Transcriptions of voicemails and calls, while challenging when they are garbled or inaccurate, are still helpful as a reference.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | TrustRadius Reviewer

Cons

Dialpad

  • Constantly needing an update (could be seen as a pro)
  • Need a STRONG internet connection for optimal results
  • Support team isn't always quickly responsive
  • All settings found on the internet instead of in-app - makes for a lot of unnecessary clicking around
Austin Grammon | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Usability

Dialpad

Dialpad 8.4
Based on 4 answers
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.
Gregg Skala | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

Dialpad

Dialpad 7.2
Based on 58 answers
Overall, the support has been very good. There are some times when we open a ticket that is a high priority and they are not proactive at giving updates or a set schedule of when the next update would be.
Mike Monteiro | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Dialpad

I was not part of the team that selected Dialpad when it was first implemented, so I am not 100% certain. I have briefly evaluated other products (such as Google Voice), but a lack of communication from their sales teams has made that difficult
Darien Chaffart | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | TrustRadius Reviewer

Return on Investment

Dialpad

  • Dialpad is a relatively cheap and easy way to spin up a business phone number. For that, I think it had an overall positive effect on the company because it gave a decent alternative to going deep into landline business solutions (which are expensive and complicated).
  • Dialpad had a negative effect on my business because when I traveled or was OOO (which is sometimes frequently), I had to use my personal number to call anyone. It muddled the line between personal and work and created some disorganization in my process.
Scott Entwistle | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Pricing Details

Dialpad

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Dialpad
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6

Usability

Dialpad
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

Dialpad
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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