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.
Love it!
Good start with Contact Center
Dialpad Ai Contact Center is worth the investment!
Solid platform if pricey
New Dialpad customer
Satisfied Dialpad Ai Contact Cente customer
TrustRadius Insights
Dialpad Ai Contact Center is Pretty Rad
Easy tool to access
Great communication tool!
Great VoIP Solution for Large to Midsize Sales Organizations!
Dialpad Review
The Evolution of Contact Centers
Dialpad
Great contact center that offers a ton of value and is easy to use!
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
Popular Features
- Inbound call routing (20)8.888%
- Agent dashboard (19)8.383%
- Outbound response (19)8.282%
- Validate callers (19)7.777%
Reviewer Pros & Cons
Pricing
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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Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 8.3Agent dashboard(19) Ratings
Enables agents to track and view their individual and team performance.
- 7.7Validate callers(19) Ratings
Authenticates inbound callers with a customer ID.
- 8.2Outbound response(19) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.3Call forwarding(19) Ratings
Forwarding of calls to the appropriate agents.
- 8.5Click-to-call (CTC)(17) Ratings
Allows one-click calling for agents.
- 7.9Warm transfer(16) Ratings
Allows current agent to speak with new agent before call is transferred.
- 5.8Predictive dialing(13) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.2Interactive voice response(17) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7REST APIs(9) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 7.2Call scripts(14) Ratings
Providing agents with a predefined conversation script.
- 8.3Call tracking(18) Ratings
Enables agents and managers to see the origin of the call.
- 7.7Multichannel integration(12) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.4CRM software integration(12) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.8Inbound call routing(20) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.3Omnichannel inbound routing(9) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.7Recording(18) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.9Quality management(14) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.8Call analytics(18) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.8Historical reporting(16) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.4Live reporting(14) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 7.8Customer surveys(9) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.2Customer interaction analytics(11) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Dialpad Ai Contact Center?
Dialpad Ai Contact Center Videos
Dialpad Ai Contact Center Competitors
Dialpad Ai Contact Center Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Dialpad Ai Contact Center Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(45)Community Insights
- 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.
Attribute Ratings
Reviews
(1-21 of 21)Dialpad Ai Contact Center versus the "Others" - quality over quanity
- 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.
- Analytics - more detailed agent activity (logged-in/logged-out, etc) reports would be appreciated
- Admin roles could be greatly improved - give us the ability to create roles with appropriate permissions, so we don't have to give full access to staff who only need some of the things.
In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
Love it!
- After- call summaries
- Accurate transcripts
- Could improve transcribing more accurately
Good start with Contact Center
- Routes calls
- Organizes teams
- Helps partners work with or prinicipals
- Improve the admin user interface
- Create unambiguous instructions for setup and changes to the system
- Keep clarity and quality high
Dialpad Ai Contact Center is worth the investment!
- 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
- Some more customization options in admin interface
- More support learning and implementing online chat
Solid platform if pricey
- Allows for update on Caller ID instantly
- Screen scrapes user actions from other applications
- Transcription is a bit off. Doesn't always capture words accurately.
- Billing is not based on usage, as in number of minutes/monthly, it is a flat rate. Some users use it more than others so the flat rate is more than our prior charged by minute.
New Dialpad customer
- transcribe
- report
- call handle
- user management
- ring simultaneously
- no other change
Satisfied Dialpad Ai Contact Cente customer
- 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.
- Internal messaging is more like a text and not a true chat solution in my opinion.
- The IP phones were challenging at first
- The included meeting do not allow video recording I've found.
Dialpad Ai Contact Center is Pretty Rad
- Ai Transcript - transcribing the entire call for future reference
- Integration with Slack and Front
- Voicemail Setup
- Search Feature
- Multiple Call Center Functionality
- No Dark Mode
- Not very customizable
Easy tool to access
- 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
- Sometimes the analytics data on the Dialpad taking too long to load
- More ringtones
- Automated status availability for agents
Great communication tool!
- 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
- 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
- We've had a few problems with Dialpad when agents are using wireless headsets
- It can sometimes be slow to load when at peak times during the day
- The call volume over time dashboard analytics could use some tweaking
Dialpad Review
- Functionality
- Data gathering
- Customizability
- Improved transcriptions
- More ringtones
- Less latency
The Evolution of Contact Centers
- Metrics.
- Call Routing.
- User Friendliness.
- Communication between Mobile-Desktop.
- Set automated availability for agents.
- Custom ringtones for call centers.
Dialpad
- Calls.
- Recordings.
- Call logs and stamps.
- None.
Great contact center that offers a ton of value and is easy to use!
- Agent Help Cards triggered by AI
- Dashboards to track stats/volume
- Callback feature
- If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on.
- Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience
- Self service options
Communication at all levels
- Easy to use
- Reliability
- Responsive
- Compatibility
- Integration of phone calling within Android systems
- Better customization of groups within the app
- Faster loading
Better than Some
- Manage phone numbers.
- Transcription.
- Dialer.
- Maybe a better speech-to-text function that minimizes incorrect words in the transcript.
Wonderful tool!
- Communication.
- Calls.
- Chat groups.
- Account settings.
- Profile info.
- Quality of calls.
Dialpad get an A+
- Very intuitive!
- There are so many features. If you wonder if Dialpad can do something, it probably can!
- The ability to connect to other programs is helpful!
- The only complaint is that all numbers for incoming calls are stored as possibilities for forwarding the next time a call comes in. This sometimes makes it hard to select the right number to transfer to.
Dailpad
- Dialpad lets you know when you have missed calls.
- I love the fact that you can text the patients.
- Don't allow you to miss calls after a certain amount of rings. It should be transferred to the next agent in line.
Office or Home, Dialpad Contact Center allows for seamless connection to customers and colleagues
- 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
- [I feel] it could use a better dashboard for call tracking for users
- Statistics for end users, not just supervisors, so that users know how they are doing
- Salesforce integration is great, but it would be nice to be able to connect to actual records, not just contacts