Great communication tool!
I use Dialpad to securely communicate with my coworkers and patients.
Dialpad Contact Center
Dialpad Contact Center
Dialpad Contact Center
Overview
What is Dialpad Contact Center?
Dialpad Contact Center is an inbound or outbound call center platform and solution, launched by Dialpad in 2018. The solution helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
Read moreRecent Reviews
Popular Features
View all 22 features- Inbound call routing (11)9.191%
- Agent dashboard (10)8.686%
- Outbound response (10)8.686%
- Validate callers (10)8.080%
Reviewer Pros & Cons
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Video Reviews
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Pricing
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What is Dialpad Contact Center?
Dialpad Contact Center is an inbound or outbound call center platform and solution, launched by Dialpad in 2018. The solution 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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Alternatives Pricing
What is Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Product Demos
Dialpad Contact Center - A Cloud-Based Call Center Solution with AI
01:19
Dialpad Top Features: Is It a Good Option?
04:02
Features
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Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Dialpad Contact Center?
Dialpad’s Contact Center enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, it is designed so agents have a single place to focus, troubleshoot, and resolve.
Dialpad Contact Center Videos
Dialpad Contact Center - A Cloud-Based Call Center Solution with AI
In this TrustRadius produced video, one of our teammates who has never used Dialpad before goes through an "unboxing" demo.
Dialpad Contact Center Competitors
Dialpad Contact Center Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
Dialpad Contact Center is an inbound or outbound call center platform and solution, launched by Dialpad in 2018. The solution 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 Contact Center.
Reviewers rate Call analytics and Historical reporting highest, with a score of 9.3.
The most common users of Dialpad Contact Center are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(23)
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Reviews
(1-12 of 12)- Popular Filters
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October 17, 2022
Great communication tool!
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
Score 8 out of 10
Vetted Review
Verified User
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
- 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
April 24, 2022
Dialpad Review
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
- Improved transcriptions
- More ringtones
- Less latency
February 11, 2022
The Evolution of Contact Centers
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.
- Communication between Mobile-Desktop.
- Set automated availability for agents.
- Custom ringtones for call centers.
February 10, 2022
Dialpad
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.
- None.
February 03, 2022
Great contact center that offers a ton of value and is easy to use!
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
- 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
January 18, 2022
Communication at all levels
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
- Integration of phone calling within Android systems
- Better customization of groups within the app
- Faster loading
January 13, 2022
Better than Some
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.
- Maybe a better speech-to-text function that minimizes incorrect words in the transcript.
January 07, 2022
Wonderful tool!
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.
- Account settings.
- Profile info.
- Quality of calls.
December 29, 2021
Dialpad get an A+
Dialpad [Contact Center] is very user friendly. Being able to transfer incoming calls by searching first or last name saves time. The ability to connect with Salesforce saves our customers wait time by automatically pulling up their account based on [the] phone number. If they're calling from another number, it's easy to add/update, so it's pulled up next time. One click for outgoing calls is amazing. The daily stats are helpful too!
- 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.
August 24, 2021
Dailpad
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.
- Don't allow you to miss calls after a certain amount of rings. It should be transferred to the next agent in line.
June 24, 2021
Office or Home, Dialpad Contact Center allows for seamless connection to customers and colleagues
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
- [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