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Dialpad Connect

Score8.2 out of 10

577 Reviews and Ratings

What is Dialpad Connect?

Dialpad Connect is a cloud communications UCaaS platform that provides users with integrated voice, video, and messaging capabilities from one unified interface.

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Categories & Use Cases

Videos

Dialpad Connect Key Features

Learn about the best (and worst!) features Dialpad Connect has to offer, as determined by TrustRadius' reviewers.
Based on 577 ratings of Dialpad Connect's features
View all Dialpad Connect features

Top Performing Features

  • Live chat

    Participants can use one-on-one and group instant messaging to communicate privately or selectively during meetings.

    Category average: 9

  • Desktop sharing

    Presenters can remotely share a view of their desktop with attendees.

    Category average: 9.2

  • Call recording

    Automatic recording of inbound and outbound calls

    Category average: 8.7

Areas for Improvement

  • Multi-level Interactive Voice Response (IVR)

    IVR is a phone menu allowing callers to interact with the system through voice and keypad

    Category average: 7.8

  • Business SMS/External Messaging

    Unlimited SMS and/or MMS with clients

    Category average: 7.9

  • Mobile app for iOS

    App for iPhone and iPad

    Category average: 8.8

Dialpad Connect Reviews

What users are saying about Dialpad Connect.
View all Dialpad Connect reviews

Pros

  • Intuitive and user-friendly interface
  • Efficient call recording and transcription capabilities
  • AI features for real-time transcription and summarization

Cons

  • Inconsistent reliability of CRM integrations (e.g., MS Dynamics)
  • Stability issues and lack of simplification in the mobile application
  • Limitations and complex implementation for SMS functionality

Great Features for Great Value

Joseph Dunham
Marketing Manager in Marketing at ProCore Foundations (11-50 employees)

Use Cases and Deployment Scope

We use Dialpad Connect for phone calls and text messaging with our clients. We also use Dialpad Meetings internally. While we've used other systems in the past, Dialpad's recording and summarization capabilities have helped closed internal loops and improved communication. These were upgrades, we assumed it would increase our costs but would be worth it for better coordination. But it actually cost less to switch to Dialpad and take advantage of these features than to stay with the basic package at our old provider.

Pros

  • Call recordings
  • Easy to use, visually pleasing interface
  • AI call summaries
  • Good pre-built Zapier integrations
  • Accessible, quick support team

Cons

  • On the administrative side, the Company, Office, and Department rules overlap a lot and can be a bit confusing.
  • There could have been more transparency in SMS pricing.

Return on Investment

  • Reduced miscommunication

Usability

Alternatives Considered

GoTo Connect and Quo

Business Game Changer

Verified User
Manager in Customer Service (11-50 employees)

Use Cases and Deployment Scope

We have a team spread across two sides of the country - California and Pennsylvania. We have several people responsible for our phones throughout the day. Dialpad Connect allows us to monitor and answer the phones throughout the day without interruptions that may be caused by timezone differences or shift changes. We can communicate seamlessly with our members and team members without having to use multiple programs.

Pros

  • Voicemail for missed calls.
  • AI Transcription Services so we can look back to a call for missed information.
  • Multiple Contact Centers allow us to cover both time zones during specific periods of the day.
  • Internal communications allow us to transfer calls and message other team members about current calls and messages.

Cons

  • Call quality does struggle at times.
  • When listening to voicemails, the sound will cut out and requires you to restart the app at times.

Return on Investment

  • More calls are being answered throughout the day instead of going to our after-hours system.
  • Our members have a wider range of times to call instead of just an 8-hour window.
  • Our team members are able to quickly access a member's file through the Salesforce integration instead of having to ask for a name or type in a phone number to search.

Usability

Excellent Contact Centre Platform

Barry Williams
General Manager in Corporate at Answer Services (NZ) Limited (51-200 employees)

Use Cases and Deployment Scope

We are Contact Centre BPO and Dialpad Connect provides the core telephony services for our business.
Dialpad Connect has allowed our business to transition to a cloud environment, provide AI Transcription & Sentiment Analysis, provide enhanced analytics and deliver a comprehensive API service for our business. Dialpad Connect seamlessly integrates with our Call Management Tool.
We have over 400 clients across the APAC region, each with bespoke requirments. We have implemented a contact centre per client, making us a very complex implementation, each client has custom routing rules and configurations.

Pros

  • Agent Management
  • Complex Call Routing
  • Transcription
  • Comprehensive APIs

Cons

  • Cannot configure custom voicemail per DID (within a Contact Centre)
  • Not all UI functionality is addressable via the APIs
  • No SMS in New Zealand

Usability

Alternatives Considered

NiCE CXone Mpower and Genesys Cloud CX

A Quick and Easy way to set up calls for your company.

Incentivized
Verified User
Manager in Customer Service (51-200 employees)

Use Cases and Deployment Scope

We use Dialpad Connect for our clients, inspectors, and agents to communicate with each other during scheduling, booking, and performing the inspections. Currently, we only use it to make calls, but we have occasionally used texting. We also have other departments use this for basic outreach, such as Inspector Partnerships, Growth, and Accounting.

Pros

  • Easy to make calls.
  • Easy to copy over call details to orders.
  • Easy to set up.

Cons

  • Hard to view analytics.
  • Poor text function.
  • Can be expensive to add on functionality.

Return on Investment

  • The ability to have call transcripts we can paste into our orders is excellent for tracking issues.
  • It's quick to set up users.
  • It's easy to set up other departments in the company without needing much training.

Usability

Alternatives Considered

OpenPhone

Other Software Used

Heymarket, Slack, Brex

Implementation of a new phone system as smooth as you could ask for

Verified User
Vice-President in Corporate (51-200 employees)

Use Cases and Deployment Scope

so much more functionality than with our physical cisco system. the update to cloud VoIP was crucial and Dialpad fit the bill.

Pros

  • AI recap and transcription
  • channels to communicate across teams
  • visibility into call reporting / activity

Cons

  • transferring voicemails/messages happens outside of Dialpad via email
  • SMS implementation is too complicated
  • MS Dynamics CRM doesn't work as promised, and support is limited

Return on Investment

  • easier to see user availability is great!
  • customizing department operator functions - can add/delete/inactivate people dynamically
  • conversation history - great training tool to improve customer service
  • messaging between users - great for when both are occupied on calls

Usability

Alternatives Considered

Guardian by Spectrum Labs

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