Most Impactful Features
Call recording, analytics to show trends, and AI sentiment analysis to help with prioritization.
Overview
What is Dialpad Ai Contact Center?
Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
Learn from top reviewers
Dialpad get an A+
Rating: 8 out of 10
September 10, 2024Dialpad Ai Contact Center is very user friendly. The summary and suggestions that appear during a call with a customer have been helpful in getting to the heart of what a cust...
Verified user
Employee
1 year of experienceSimple, intuitive, and highly effective.
Rating: 7 out of 10
August 26, 2024Streamlines customer tickets, helps me quickly analyze sentiment, prioritizes what needs to get done, and communicates with clients in a super simple way.
Dialpad Ai Contact Center and It's User Friendly Features
Rating: 10 out of 10
August 22, 2024I use the Dialpad Ai Contact Center in my organization to communicate effortlessly with patients while maintaining HIPPA guidelines. I appreciate the Dialpad Ai Contact Center...
Aracely Felix
Employee - Customer Service
Patient Care Coordinator
Skin Perfect Medical
3 years of experienceVerified on LinkedIn
Dialpad Ai Contact Center
Rating: 10 out of 10
August 19, 2024Our sales and support team use the contact center solution internally. it helps up to answer calls in a queue and provide transcription and round robbin routing
Dialpad Ai Contact Center versus the "Others" - quality over quanity
Rating: 10 out of 10
February 5, 2024Dialpad Ai Contact Center is our primary communications platform - we use it for all telephony, call center, fax, and SMS. The available features, even the ones in Beta, are a...
Stephanie Sava
Employee - Information Technology
Sr Help Desk Analyst/Phone System Administrator
White-Wilson Medical Center
2 years of experienceLove it!
Rating: 8 out of 10
January 3, 2024I use Dialpad Ai when I am on a call to read the transcript, and afterward to see the summary.
Verified user
Employee
3 years of experienceGood start with Contact Center
Rating: 8 out of 10
January 2, 2024We use it to control our relationships with outside partners. We need a discrete platform to separate the various workstreams and groups with which we engage. Our experience s...
Dialpad Ai Contact Center is worth the investment!
Rating: 9 out of 10
January 2, 2024We use DialPad Ai Contact Center to receive all inbound customer support and technical support calls to our various contact center lines. We switched to DialPad to improve cal...
Verified user
Manager
1 year of experienceSolid platform if pricey
Rating: 8 out of 10
December 30, 2023We use Dialpad Ai Contact Center for our office users to make and receive phone calls to clients as well as our 30 seat outbound call center for conducting research interviews...
Verified user
Manager
3 years of experienceNew Dialpad customer
Rating: 9 out of 10
December 30, 2023Coming from an on prem solution, Dialpad Ai Contact Center was able to provide a lot more features than our past VOIP set up. It will make reports, call logging and handling, ...
Verified user
Administrator
1 year of experienceSatisfied Dialpad Ai Contact Cente customer
Rating: 8 out of 10
December 30, 2023We use it for making and receiving business calls and faxes. We also use the built-in meetings and have upgraded a couple of users to the higher level of meetings. Most staff ...
Dialpad Ai Contact Center is Pretty Rad
Rating: 9 out of 10
March 4, 2023We use Dialpad Ai Contact Center to answer all incoming client calls, as for outbound and internal calling. We have multiple call centers set up, and voicemail for all employe...
Verified user
Advisor
1 year of experienceEasy tool to access
Rating: 8 out of 10
February 9, 2023We use Dialpad for calling our clients and to integrate with any meetings. Also, it integrates with other tools like G Suite and Slack, so users can make and receive calls, se...
Verified user
Account Manager
2 years of experienceGreat communication tool!
Rating: 9 out of 10
October 17, 2022I use Dialpad to securely communicate with my coworkers and patients.
Great VoIP Solution for Large to Midsize Sales Organizations!
Rating: 8 out of 10
May 3, 2022We use Dialpad Contact Center to contact potential clients for our financial services products. It's VoIP capability is incredibly useful as is it's desktop application interf...
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How Dialpad Ai Contact Center Differs From Its Competitors
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Pricing
N/A
Unavailable
What is Dialpad Ai Contact Center?
Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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3 people also want pricing
Alternatives Pricing
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
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Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Dialpad Ai Contact Center?
Dialpad Ai Contact Center is an Ai-powered contact center solution, allowing users to connect with customers across channels from one workspace. Dialpad's built-in Ai assistant takes notes, transcribes calls, and surfaces helpful information in real time to help agents resolve customer requests faster.
Dialpad Ai Contact Center Videos
Ai Contact Center uses Dialpad Ai to train agents and improve customer experience. Users can respond to customer service messages across different channels in one workspace.
In this TrustRadius produced video, one of our teammates who has never used Dialpad before goes through an "unboxing" demo.
Dialpad Ai Contact Center Competitors
Dialpad Ai Contact Center Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Dialpad Ai Contact Center Downloadables
Frequently Asked Questions
Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
RingCentral Contact Center, 8x8 Contact Center, and Fuze are common alternatives for Dialpad Ai Contact Center.
Reviewers rate Call forwarding and Live reporting highest, with a score of 9.
The most common users of Dialpad Ai Contact Center are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(59)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Dialpad Contact Center has been widely praised by users for its effectiveness in a range of use cases. Many users have found the software incredibly useful for contacting potential clients, leveraging its VoIP capability to make high-quality calls. The desktop application interface of Dialpad Contact Center has also solved chronic problems associated with traditional VoIP phones, enabling employees to make calls from their cell phones using the Dialpad app, providing flexibility and convenience.
This software has proven instrumental in improving agility and flexibility in high-volume customer support departments, as well as for lower volume calls to sales teams. It has facilitated seamless communication between partners, co-workers, and employees across different locations, allowing for the easy sharing of information and messages. Users have also highlighted its usefulness in efficiently communicating with other employees within their company and around the world.
Dialpad Contact Center has been adopted by various departments, call centers, and engineering teams, enabling easy connection between employees in different offices and remote locations. Beyond voice calls, users have utilized the software for supporting text messages from consumers and teleconferencing with clients. Furthermore, the AI transcript generator integrated into Dialpad Contact Center has received high praise for its ability to retrieve information from calls efficiently.
The software seamlessly integrates with other tools such as Slack, Front, and G Suite, enhancing collaboration capabilities. It allows for easy search and callback features, optimizing productivity. Additionally, Dialpad Contact Center simplifies inbound call management by providing custom-made routes and monitoring agent performance. Its user-friendly features include transferring calls by searching first or last names and automatic account lookup based on phone numbers.
Users have reported that Dialpad Contact Center significantly improves customer service by streamlining inbound and outbound calls while gathering valuable data. The software provides functionality, data gathering capabilities, and cosmetic customizability to enhance the overall customer experience. Users have described it as a seamless, reliable solution that serves as their main communication tool for both inbound and outbound calls.
Lastly, Dialpad Contact Center has been successfully employed in the healthcare industry, where it assists patients with their accounts and enables efficient communication between healthcare providers and patients. Its features support a range of customer service needs and contribute to a smooth and enjoyable experience for both employees and customers alike.
Improved Business Process Agility: Users have expressed that the product's ease of use and integration into their local IT infrastructure greatly enhanced their business process agility, particularly for work from home agents. This suggests that the product is adaptable and efficient in different working environments.
Enhanced Customer Communication: Many reviewers have noted a significant improvement in customer relations and service, with fewer dropped calls. This indicates that the product's reliability and seamless connection to customers play a crucial role in enhancing communication capabilities.
Valuable Analytics and Insights: Several users have found the manager reporting capabilities and call usage statistics to be better with this product. It provides valuable insights and analytics that help managers make informed decisions.
Slow loading times: Some users have reported experiencing slow loading times, especially during peak hours. This issue has been mentioned by multiple reviewers who have found it frustrating and disruptive to their workflow.
Call volume analytics need improvement: Users have expressed the need for improvements in the call volume over time dashboard analytics. They feel that it requires tweaking to provide more accurate insights and data analysis. Several reviewers have specifically mentioned the lack of granularity and customization options as areas that could be enhanced.
Difficulties managing multiple call centers: Managing and reporting on multiple call centers can be challenging, particularly when there are five or more. Some users find it overwhelming to keep track of different centers' performance, metrics, and agents' activities efficiently within the software's interface.
Based on user reviews, users recommend trialing the product before signing up to ensure it fits the needs of your business. Some users suggest considering other providers with a better and more complete set of features for the same amount of money. Users think that Dialpad changed the game in communication and find it easy to use. Additionally, users appreciate the one-click option to view available agents and queue from agent level. Users also recommend using Dialpad if you need call software that's easy to use and integrates well with ZenDesk. Some users suggest making sure you have a reliable network source and be prepared to refresh the app frequently if multiple people are using Dialpad. Users advise learning the system thoroughly and tailoring it to your needs. Users also recommend reaching out to the support team to ensure they are reliable, especially if you have issues with internet connection. Users think Dialpad is a great system for all business needs and is easy to navigate and integrate in the workplace. Furthermore, users suggest considering the benefits of streamlined calls and connectivity with the team when considering Dialpad. Users love the ability to read the dialog and save numbers with Dialpad. Users recommend Dialpad for customer service needs and find it easy to use. Users appreciate the quick and to-the-point support provided by Dialpad. Some users highly recommend Dialpad for any 24/7 call center and remote workforce management. Users are impressed with the ability to answer calls on the computer and the availability of the support team via chat. Additionally, users suggest increasing the fundability of transferring calls on the phone app and fixing glitches that cause missed calls. Some users highly recommend Dialpad Contact Center for organizations that want a robust and easy-to-use tool with continuous improvement. Users advise being specific when seeking support for the best results. Users recommend trying Dialpad as it is the best VoIP/Softphone solution they've used. Users find Dialpad quick and easy to use and suggest switching to it without dissatisfaction. Users appreciate the simplicity and extra features of Dialpad. Users suggest trying out Dialpad as it is a fantastic platform with timely support. Users find Dialpad very user-friendly. Users recommend asking questions about software integration to ensure a smooth experience with Dialpad. Users appreciate the awesome support and thorough investigation of issues by Dialpad. Some users suggest working out the glitches in Dialpad.
Reviews
(1-24 of 24)Companies can't remove reviews or game the system. Here's why
Dialpad get an A+
Rating: 8 out of 10
September 10, 2024
Verified User
Vetted Review
Verified User
1 year of experience
Dialpad Ai Contact Center is very user friendly. The summary and suggestions that appear during a call with a customer have been helpful in getting to the heart of what a customer needs and how we are able to best help. They've also been EXTREMELY helpful in training a new department member!
- Very intuitive!
- Recognizes our company specific terminology.
- Chronologically summarizes a call.
- Provides action items.
Simple, intuitive, and highly effective.
Rating: 7 out of 10
August 26, 2024
AS
Vetted Review
Verified User
1 year of experience
Streamlines customer tickets, helps me quickly analyze sentiment, prioritizes what needs to get done, and communicates with clients in a super simple way.
- Clean UI.
- AI analysis of sentiment and urgency.
- Native communication.
Dialpad Ai Contact Center and It's User Friendly Features
Rating: 10 out of 10
August 22, 2024
AF
Vetted Review
Verified User
3 years of experience
I use the Dialpad Ai Contact Center in my organization to communicate effortlessly with patients while maintaining HIPPA guidelines. I appreciate the Dialpad Ai Contact Center application because it's call recording feature facilitates tracing back conversations and retrieving patient information efficiently. The Dialpad Ai Contact Center does a great job at summarizing calls with patients making it a quick reference point.
- Recording call/text history
- Providing Ai translation
- Notating call data
Dialpad Ai Contact Center
Rating: 10 out of 10
August 19, 2024
zh
Vetted Review
Verified User
3 years of experience
Our sales and support team use the contact center solution internally. it helps up to answer calls in a queue and provide transcription and round robbin routing
- Softphone Ability
- Realtime Transcription
- Analytics
Dialpad Ai Contact Center versus the "Others" - quality over quanity
Rating: 10 out of 10
February 05, 2024
SS
Vetted Review
Verified User
2 years of experience
Dialpad Ai Contact Center is our primary communications platform - we use it for all telephony, call center, fax, and SMS. The available features, even the ones in Beta, are advanced but easy to use. Call quality and dropped calls have been a problem in the past, but Dialpad Ai Contact Center has mostly erased those concerns.
- Analytics are top notch - there's a lot of detail available, if you know how to use it
- Scorecards for the call center operators add another level of performance enhancement
- Real-time Assist is a game changer for our call centers - having the ability for those screen pops really helps cut down on time spent looking for information.
Love it!
Rating: 8 out of 10
January 03, 2024
Verified User
Vetted Review
Verified User
3 years of experience
I use Dialpad Ai when I am on a call to read the transcript, and afterward to see the summary.
- After- call summaries
- Accurate transcripts
Good start with Contact Center
Rating: 8 out of 10
January 02, 2024
MW
Vetted Review
Verified User
2 years of experience
We use it to control our relationships with outside partners. We need a discrete platform to separate the various workstreams and groups with which we engage. Our experience so far is limited, but the Ai CC looks to be a good resource for us as we move forward with our growth plan.
- Routes calls
- Organizes teams
- Helps partners work with or prinicipals
Dialpad Ai Contact Center is worth the investment!
Rating: 9 out of 10
January 02, 2024
Verified User
Vetted Review
Verified User
1 year of experience
We use DialPad Ai Contact Center to receive all inbound customer support and technical support calls to our various contact center lines. We switched to DialPad to improve call quality, reliability, our ability to adapt to rapidly changing business needs and offer a high quality and easy-to-use solution for our specialists who work a hybrid module (in office/WFH).
- Ai Real time call trancripts are very helpful.
- Realiable and clear calls
- Easy to use interface both for admins and specialists
- Call statistics, real time reporting, and ability to access call recordings and transcripts easily
Solid platform if pricey
Rating: 8 out of 10
December 30, 2023
Verified User
Vetted Review
Verified User
3 years of experience
We use Dialpad Ai Contact Center for our office users to make and receive phone calls to clients as well as our 30 seat outbound call center for conducting research interviews on behalf of our varied clients. I have also used Dialpad meetings to conduct Interviews while hiring and training new hires.
- Allows for update on Caller ID instantly
- Screen scrapes user actions from other applications
New Dialpad customer
Rating: 9 out of 10
December 30, 2023
Verified User
Vetted Review
Verified User
1 year of experience
Coming from an on prem solution, Dialpad Ai Contact Center was able to provide a lot more features than our past VOIP set up. It will make reports, call logging and handling, user management, and reliability much easier. Dialpad transcribe feature will help the company find ways to improve and train the employees much better and aim for a greater client experience.
- transcribe
- report
- call handle
- user management
Satisfied Dialpad Ai Contact Cente customer
Rating: 8 out of 10
December 30, 2023
Verified User
Vetted Review
Verified User
We use it for making and receiving business calls and faxes. We also use the built-in meetings and have upgraded a couple of users to the higher level of meetings. Most staff have IP phones; however, I only use the soft phone. Our call center can park calls and/or transfer as needed.
- Rings on desktop and cell at the same time
- Notifies me via email of new voice messages along with a transcript of the message.
- Allows me to use the same meeting link over and over again.
Dialpad Ai Contact Center is Pretty Rad
Rating: 9 out of 10
March 04, 2023
Verified User
Vetted Review
Verified User
1 year of experience
We use Dialpad Ai Contact Center to answer all incoming client calls, as for outbound and internal calling. We have multiple call centers set up, and voicemail for all employees. The best feature is probably the AI transcript generator, which is great to go back to when needing information from the call. It can also integrate with Slack and Front, and has a Search function to find any kind of numbers. The callback feature is really great too so that clients don't have to wait on hold and can select to be added to the callback queue, and an agent will give them a call when available. Overall, it's pretty smooth and easy to use, which most of us do daily.
- Ai Transcript - transcribing the entire call for future reference
- Integration with Slack and Front
- Voicemail Setup
- Search Feature
- Multiple Call Center Functionality
Easy tool to access
Rating: 8 out of 10
February 09, 2023
Verified User
Vetted Review
Verified User
2 years of experience
We use Dialpad for calling our clients and to integrate with any meetings. Also, it integrates with other tools like G Suite and Slack, so users can make and receive calls, send and receive messages, and join video meetings from one platform. Dialpad's mobile app allows users to make and receive calls, send and receive messages, and join video meetings on the go, using their mobile devices.
- User-friendly, with an intuitive interface and easy setup process.
- It helps businesses streamline their communication and collaboration processes
- Is it powered by AI, which route the calls to right agent
Great communication tool!
Rating: 9 out of 10
October 17, 2022
TW
Vetted Review
Verified User
1 year of experience
I use Dialpad to securely communicate with my coworkers and patients.
- Allows me to make calls
- Allows me to send texts
- Has do no disturb setting
- Send automatic replies when outside of my business hours
- Has a voice-mail
Great VoIP Solution for Large to Midsize Sales Organizations!
Rating: 8 out of 10
May 03, 2022
RM
Vetted Review
Verified User
5 years of experience
We use Dialpad Contact Center to contact potential clients for our financial services products. It's VoIP capability is incredibly useful as is it's desktop application interface. It removed the chronic problems with traditional VoIP phones and gave our employees the flexibility to make calls from their cell phones using the Dialpad app.
- 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
Dialpad Review
Rating: 10 out of 10
April 24, 2022
Verified User
Vetted Review
Verified User
1 year of experience
I've been using Dialpad for my customer service for over a year now, and I have personally found it to be amazing. I am thrilled with how well my team has been performing with this application and couldn't ask for more when it came to data overview. Overall switching over to a dial pad from our previous application has made the lives of those who use it and management more effortless. It has everything from functionality, data gathering, and even cosmetic customizability. I would Dialpad Contact Center for those who want to make customer service extremely smooth and enjoyable. 10/10 application.
- Functionality
- Data gathering
- Customizability
The Evolution of Contact Centers
Rating: 9 out of 10
February 11, 2022
Verified User
Vetted Review
Verified User
2 years of experience
Dialpad was implemented to simplify inbound calls and being able to route them to the appropriate departments within the company. Since it allows the use of multiple call centers, we can create custom-made routes to direct callers to their desired destination without much hassle. They also provide a wide array of metrics and tools that make it easy to monitor agents and performance.
- Metrics.
- Call Routing.
- User Friendliness.
Dialpad
Rating: 9 out of 10
February 10, 2022
Verified User
Vetted Review
Verified User
1 year of experience
Dialpad is simply our main communication tool for all our inbound and outbound calls. Given its reputation, the usage of Dialpad is seamless and with no issues or drama. This tool deserves no negative reviews whatsoever.
- Calls.
- Recordings.
- Call logs and stamps.
Great contact center that offers a ton of value and is easy to use!
Rating: 9 out of 10
February 03, 2022
MM
Vetted Review
Verified User
5 years of experience
We use Dialpad Contact Center in several of our different high volume Customer Support departments as well as for a lower volume calls to our sales teams. It has extremely helped us be able to be very agile and flexible when we need to make changes on the support side (new messages, hold music, open/close hours, adding agents, routing between different offices and reporting). It has especially helped over the last two years with users working from many different locations, where our previous system would never handle that
- Agent Help Cards triggered by AI
- Dashboards to track stats/volume
- Callback feature
Communication at all levels
Rating: 10 out of 10
January 18, 2022
JS
Vetted Review
Verified User
4 years of experience
Dialpad contact center addresses the problem of [communication] with our partners, and co-workers, with providing a huge amount of tools and assets that enables us to share any amount of information, or messages[. W]ith few clicks you can access the phone book and start contacting anyone around the world, with few clicks you can also sens texts or share any media.
- Easy to use
- Reliability
- Responsive
- Compatibility
Better than Some
Rating: 6 out of 10
January 13, 2022
JW
Vetted Review
Verified User
2 years of experience
I use Dialpad to support text from consumers who respond to my CRM messaging. I also use it when I am teleconferencing with clients. One of the most useful tools is the transcript of the conversations. I do not have to divert my attention to take notes because the information is stored in the transcript. I can review it later and find the information that was discussed.
- Manage phone numbers.
- Transcription.
- Dialer.
Wonderful tool!
Rating: 9 out of 10
January 07, 2022
JC
Vetted Review
Verified User
1 year of experience
I use Dialpad Contact Center to get in contact with other employees in my company/around the world. It helped me to facilitate communication between my bosses and other company partners. It's a wonderful tool that is helping me to do my job efficiently and in a better way. It is amazing.
- Communication.
- Calls.
- Chat groups.
Dailpad
Rating: 10 out of 10
August 24, 2021
Verified User
Vetted Review
Verified User
Dialpad is being used for customer service. I answer inbound calls and answer questions and assist patients with their carbon health accounts.
- Dialpad lets you know when you have missed calls.
- I love the fact that you can text the patients.
Office or Home, Dialpad Contact Center allows for seamless connection to customers and colleagues
Rating: 9 out of 10
June 24, 2021
JG
Vetted Review
Verified User
1 year of experience
Dialpad Contact Center is being used across our organization, between our support departments, engineering departments, and our call centers. We have employees all over the world that need to be able to connect to other employees in other offices and with many of our employees home-based, Dialpad makes it easy for us to be able to connect to everyone without the need for a VPN connection to the office or a real phone!
- Allows for seamless connection to our customers
- Allows users to be anywhere in the world on any device to make a receive a call
- Integration with Salesforce allows for easy data and contact connections