Dialpad Connect Reviews and Ratings

Rating: 8.1 out of 10

Score

8.1 out of 10

Community insights

TrustRadius Insights for Dialpad Connect are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Call Quality: Users have consistently stated that the call quality of Dialpad Talk is good. Several reviewers have mentioned that they appreciate the clear audio and reliable connection provided by the product.

Texting Abilities: Many users have appreciated the texting capabilities offered by Dialpad Talk. They find it helpful to be able to contact and call patients while maintaining anonymity, as well as coordinate with multiple contractors through quick notes and messaging function.

Auto Populating Caller ID: The ability of Dialpad Talk to auto populate caller ID has been mentioned positively by a number of users. This feature saves time for users as they don't have to manually input caller information, making their communication more efficient.

Reviews

339 Reviews

Videos

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

View profile

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

View profile

Works as promised but must spend more for the more useful features

Rating: 10 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

We use Dialpad Connect to send and receive messages from our staffing agency's clients in Australia. These comms involve everything from urgent flagging of emails we sent to clients asking for urgent callbacks.

Through the unlimited calls and SMS paid add-ons, we don't have to worry about running out of credits and waiting for our Accounts person to assist with the concern.

Moreover, since it's installed on our mobile, it feels like a built-in phone feature.

Pros

Add-ons are actually value-adding at affordable rates
Client onboarding and setup comes at every plan
It's easy to learn and intuitive. No learning curve for our entire team.

Cons

More affordable voicemail feature

Likelihood to Recommend

It's well-suited for a non-tech savvy org that would like features to be set up on their behalf, fast. It's got onboarding and responsive live chat support (as well as a phone support, but we haven't tried that yet).

Not for the budget-constrained business. Lots of the nicer features are behind a paywall.

Verified User

General Manager in Corporate (1-10 employees)

Vetted Review

1 year of experience