Dialpad Connect Reviews & Insights

Score8.1 out of 10

570 Reviews and Ratings

Overview

Synthesised from 10 reviews | Last Published May 27, 2026

Dialpad Connect functions as a central communication platform, predominantly for external client interactions, managing calls and text messaging for tasks like scheduling and booking. Organizations leverage it to enhance operational efficiency and manage costs, with 50% of reviewers noting improved communication efficiency. In TrustRadius reviews, users frequently highlight its user-friendly design and efficient call management capabilities, including recording and transcription, as key strengths.

Emerging AI features like real-time transcription, sentiment analysis, and call summarization are valued for improving productivity and streamlining post-call workflows, though their direct impact on reducing meeting volume is mixed. However, reviewers consistently point to areas for improvement such as inconsistent CRM integration reliability, cited by 30% of reviewers, mobile application instability, and limitations in SMS functionality. Analytics and reporting depth also receive calls for enhancement. Overall, reviewers find Dialpad Connect a beneficial tool for communication and efficiency, despite identified areas needing refinement.

Pros

Intuitive and user-friendly interface
Efficient call recording and transcription capabilities
AI features for real-time transcription and summarization
Responsive and helpful customer support
Streamlined communication for external client interactions

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
Lack of comprehensive data and accessibility in analytics and reporting
Occasional inaccuracies in transcription quality

Does Ai help with the amount of meetings your organization has? (I.e. with the help of recordings, transcription, notes, search post call summaries)?

From 10 reviews | Last Published May 27, 2026

Summary

Reviewers indicate that while AI features are widely regarded as beneficial for enhancing meeting efficiency and post-call processes, their direct impact on reducing the overall number of organizational meetings is mixed. Half of the reviewers (5 out of 10) specifically highlighted the positive contributions of AI-generated meeting summaries and notes, noting how these features streamline information recall and make note-taking redundant. These capabilities significantly improve follow-up actions and understanding of meeting content. However, the influence on meeting volume itself is less clear, with 2 out of 10 reviewers observing that AI did not decrease the number of scheduled meetings, though it did improve the effectiveness of those held. Across the board, 3 out of 10 reviewers expressed a general positive sentiment regarding the overall usefulness of AI features, attributing them to better time management and easier workflows.

Top Quotes

Meeting Summaries and Notes

“Yes the AI features have been great at reducing time waste. They take notes make summaries of calls that can easily be searched through.”

AI Impact on Meeting Volume

“It has not helped with the number of meetings, but it has improved follow-through on our action items.”

AI Features Overall Usefulness

“The AI features have really helped my time management and production.”

What specific features or capabilities of Dialpad Connect have had the biggest impact on your business operations? Some examples include call recording, real time transcription, live call sentiment analysis, custom moments, analytics, reporting.

From 10 reviews | Last Published May 27, 2026

Summary

Dialpad Connect significantly impacts business operations through several key features, with real-time transcription being the most frequently cited benefit, highlighted by six of ten reviewers. This capability allows users to concentrate on client interactions by reducing the need for manual note-taking and provides valuable insights for call analysis. Call recording is another impactful feature, noted by four reviewers, primarily used for compliance and internal call review processes. Similarly, analytics and reporting, also mentioned by four reviewers, are crucial for monitoring call volumes, managing user workloads, and enhancing sales strategies. Together, these features contribute to improved communication, operational efficiency, and data-driven decision-making within organizations.

Top Quotes

Real-time Transcription

“The real time transcription saves time on note taking so you can keep your attention on the call with the client.”

Call Recording

“Meetings and call recordings have greatly improved our communication.”

Analytics and Reporting

“We also utilize analytics heavily to monitor call volume and user workload.”

What positive or negative impact (i.e. Return on Investment or ROI) has Dialpad Connect had on your overall business objectives?

From 10 reviews | Last Published May 27, 2026

Summary

Dialpad Connect has positively impacted business objectives primarily by enhancing operational efficiency and generating direct cost savings, according to a review sample of 10 users. The most frequently cited benefit, noted by 5 of 10 reviewers, is improved communication efficiency, which translates into reduced miscommunication, simplified call handling, and overall time savings. This efficiency extends to reduced onboarding time for new users and less after-call work, streamlining daily operations. Beyond communication, the platform contributes to business intelligence and quality assurance; 3 of 10 reviewers highlighted enhanced tracking and analytics capabilities, particularly through call transcripts and conversation history for training purposes. Furthermore, Dialpad Connect has delivered tangible financial benefits, with 2 of 10 reviewers reporting significant cost reductions, including a 40% decrease in operating costs and substantial savings on monthly call and SMS credits. The ease of user management and visibility into user availability, mentioned by 2 of 10 reviewers, also contributes to operational fluidity, collectively reinforcing the platform's positive return on investment through both direct savings and indirect efficiency gains.

Top Quotes

Improved Communication Efficiency

“Reduced miscommunication”

Enhanced Tracking and Analytics

“The ability to have call transcripts we can paste into our orders is excellent for tracking issues.”

Cost Savings

“Reduced operating costs by 40%”

Describe how you use Dialpad Connect in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 10 reviews | Last Published May 27, 2026

Summary

Dialpad Connect is primarily utilized by organizations as a central communication platform, predominantly for external client interactions, as highlighted by 7 out of 10 reviewers. Its application extends to managing phone calls and text messaging with clients, facilitating scheduling, booking, and general communication across various teams and external parties. Beyond client engagement, the platform addresses business problems related to operational efficiency and cost management. Two reviewers noted that adopting Dialpad Connect led to reduced operating costs compared to previous solutions. Furthermore, the product's artificial intelligence and automation capabilities are a significant factor in its adoption, with 3 out of 10 reviewers praising features like AI transcription, sentiment analysis, and summarization for improving internal processes and reducing unproductive tasks. The platform also serves to streamline internal communications within organizations and integrates with other business tools, further enhancing its utility.

Top Quotes

Client Communication

“We use Dialpad Connect for phone calls and text messaging with our clients.”

Cost Savings

“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.”

AI and Automation Features

“Dialpad's recording and summarization capabilities have helped closed internal loops and improved communication.”

Please provide some detailed examples of areas where Dialpad Connect has room for improvement.

From 10 reviews | Last Published May 27, 2026

Summary

Reviewers identified several areas where Dialpad Connect could be enhanced, primarily focusing on integration reliability, mobile application stability, and the clarity and functionality of SMS features. A notable concern, expressed by 3 of 10 reviewers, was the inconsistent performance of CRM integrations, with specific issues noted for MS Dynamics CRM and general unreliability in syncing. Similarly, 3 of 10 reviewers pointed to challenges with SMS functionality, citing a lack of pricing transparency, geographical limitations, and complex implementation. Analytics and reporting also emerged as a common theme, with 3 reviewers indicating a need for more comprehensive data and better accessibility for decision-making, alongside occasional data synchronization issues between reports and actual call/text information. Beyond these, 2 of 10 reviewers highlighted the mobile app's instability and suggested improvements for a more simplified user experience. Finally, transcription quality was mentioned by 2 reviewers, noting occasional misspelling of words in meeting transcriptions. These observations collectively suggest opportunities for Dialpad Connect to refine its core functionalities and user experience.

Top Quotes

Integrations and Sync

“CRM sync and some of the integrations are not reliable”

Mobile App Stability

“Mobile app is very unstable and could improve lots”

SMS Functionality

“There could have been more transparency in SMS pricing.”

Please provide some detailed examples of things that Dialpad Connect does particularly well.

From 10 reviews | Last Published May 27, 2026

Summary

Reviewers frequently highlight Dialpad Connect's user-friendly design and efficient communication features as key strengths. The platform's ease of use is a prominent theme, cited by 6 of 10 reviewers, enabling quick adoption and seamless integration into daily workflows. Beyond its intuitive interface, the system's call management capabilities, particularly call recording and transcription, are highly valued, with 4 of 10 reviewers noting their benefit for record-keeping and analysis. Emerging AI features, such as call summaries and transcription, also contribute to the positive experience by enhancing productivity and insight. Furthermore, 2 of 10 reviewers commend the responsive and helpful nature of the support team, reinforcing the overall positive sentiment regarding the product's usability and reliability.

Top Quotes

Ease of Use

“Easy to use, visually pleasing interface”

Call Recording and Transcription

“Call recordings”

AI Features

“AI call summaries”

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Dialpad Connect Reviews

341 Reviews

Videos

Business Game Changer

Rating: 10 out of 10

June 26, 2026

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.

Likelihood to Recommend

I like that it allows for a seamless transition of calls between our 2 offices. I don't have to forward or un-forward phones at the beginning and end of my day. Our offices are on a specific schedule which opens the phone lines at a certain time, transfers them to another office at another time, and then sends them to an after hours number when we close. I also like how easy it is to change settings within our different departments and contact centers. It's a very well-rounded program that is easy to use on your computer or phone.

Verified User

Manager in Customer Service (11-50 employees)

Vetted Review

Great Features for Great Value

Rating: 10 out of 10

March 31, 2026

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.

Likelihood to Recommend

Great for multi-channel communication, and eliminates the need to find an external note taking AI. Very easy if you are looking to upgrade the out-of-the-box voice or SMS services offered by your CRM.

Joseph Dunham

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

Vetted Review

1 year of experience

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

Rating: 10 out of 10

December 1, 2025

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

Likelihood to Recommend

The ease of implementation; ours was expedited due to end of life of Cisco system; the Dialpad team went into action and resolved quickly. Where there could be improvement is discovery of what us as a customer needs before promising functionality with a few features (CRM integration, SMS messaging, transfers inside of Dialpad)

Verified User

Vice-President in Corporate (51-200 employees)

Vetted Review

1 year of experience

Excellent Contact Centre Platform

Rating: 9 out of 10

October 16, 2025

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

Likelihood to Recommend

I think that any organisation that wants to implement a comprehensive contact center solution should consider Dialpad Connect as part of their implementation. They have been able to streamline and consolidate our operating expenses.

Barry Williams

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

Vetted Review

Reseller

5 years of experience

Dialpad Connect is Essential to our Centralized Structure

Rating: 10 out of 10

Incentivized

October 16, 2025

Use Cases and Deployment Scope

We use Dialpad Connect as the foundation of our centralization efforts. We interlinked our entire company into one communication platform the enables all departments to fully support each other and improve the flow of communication. Clients, vendors, residents, and prospective residents are quickly routed to the appropriate teams, increasing efficiency and customer satisfaction. Centralizing with Dialpad Connect has also reduced operating costs, allowing us to focus more on growth and development of our teams. Key features include the availability and ease of customization. We’re able to tailor each community to their respective styles while keeping the overall brand in tact.

Pros

Their support teams are friendly and fast.
The features of Dialpad Connect are easy to use and customize to our needs.
The reporting suite is advanced yet easy to understand.

Cons

The user experience (front end) could be made to be a more simplistic, particularly for the phone app.
Sometimes the data from the reports and the actual information from the calls and texts are out of sync.
Ongoing training describing best practices would be helpful.

Likelihood to Recommend

Dialpad Connect’s support team is top tier, always quick to help and go above and beyond what they’re asked to do. The level of customization is perfect for our business needs and enables us to remain flexible. Dialpad Connect has been key to our company’s centralization efforts and has reduced operating costs. Our team has become stronger since given the ability to quickly and easily collaborate.

Verified User

Analyst in Corporate (51-200 employees)

Vetted Review

3 years of experience

Dialpad Connect is a valuable tool

Rating: 10 out of 10

July 15, 2025

Use Cases and Deployment Scope

Dialpad Connect gives every employee a phone number that can be used to connect to customers and other employees. It replaced our landlines.

Pros

Providing phone services
providing text capabilities
managing contacts
conducting meetings

Cons

inclusion of video meetings
providing intelligent transcription of meetings
better detection of spam callers

Likelihood to Recommend

Initially, Dialpad Connect had several technical issues that would prevent me from giving a high rating or my recommendation. Dialpad Connect has fixed or resolved the issues that I had. Now, I would recommend them to my colleagues. It has met my needs for phone service and had been a great replacement of physical phones on the desktop.

Scott Johnson

Data Engineer in Engineering at Motorola Solutions (10,001+ employees)

Vetted Review

5 years of experience

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Easiest dialer available out there

Rating: 10 out of 10

Incentivized

July 15, 2025

Use Cases and Deployment Scope

We used Dialpad Connect on a day to day basis to reach out to clients. We used it to call apartment communities to try and pitch our products. It was good because it was also integrated with hubspot so it was easy to call clients and then everything is revorded and transcribed.

Pros

Transcription
Recording
Ease of use

Cons

Interface
Integration

Likelihood to Recommend

I love how it was so easy to use. I didnt have to adjust. It was my first time using a dialer and it didnt take me a while to learn how to use it. And how to integrate it with hubspot. It was also easy to navigate and monitor my calls. Transcription was also good that it recorded everything for me.

Verified User

Employee in Sales (1-10 employees)

Vetted Review

3 years of experience

Dialpad Connect is a Great Phone System for Business

Rating: 10 out of 10

Incentivized

July 15, 2025

Use Cases and Deployment Scope

We use Dialpad Connect as our main phone communication line to communicate with clients.

Pros

Records and Transcribes Voicemails
Great Contacts customization
Allows calls to be recorded

Cons

Sometimes the transcription misspells words
some functions can only be done online not in app
Sometimes the caller ID will overtake the name that I have given a number

Likelihood to Recommend

It has always worked flawlessly when I have used it and even remains clear when used on wireless internet. Calls are always clear and it is easy to make calls and record calls when needed. The voicemails are always very clear and the transcription makes it easy to tell if a message is important or spam without the need to play the message which saves lots of time.

Alexander Gordon

Application Support Specialist in Customer Service at Eldercare Resource Planning (51-200 employees)

Vetted Review

3 years of experience

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

Rating: 10 out of 10

Incentivized

July 7, 2025

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.

Likelihood to Recommend

It is well-suited for basic calling functionality, but has been a poor experience for us when used for texting, as it lacks some of the features of other platforms, such as Haymarket. It is also challenging to capture good analytics, as this is neither easy nor clear for users to find.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

3 years of experience

Dialpad Connect is a gamechanger

Rating: 6 out of 10

Incentivized

July 7, 2025

Use Cases and Deployment Scope

Being able to utilize it to connect with customers and it's Ai capabilities are awesome. Takes away most of the tasks which are unproductive

Pros

Coverage and it's realibility
Ease of use and simple to implement
Ability to include all communications in a single place

Cons

Mobile app is very unstable and could improve lots
CRM sync and some of the integrations are not reliable
More analytics info could be helpful in decision making

Likelihood to Recommend

Primarily for sales team to be coached on the use cases, scenarios and how to deal with real problems through example. Great for coaching and training sales teams.

Anmol Gupta

Business Development Representative in Sales at Relay Financial (51-200 employees)

Vetted Review

1 year of experience

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