Dialpad Ai Contact Center versus the "Others" - quality over quanity
Dialpad Ai Contact Center is our primary communications platform - we use it for all telephony, call center, fax, and SMS. The available …
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.
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Popular Features
- Inbound call routing (20)8.888%
- Agent dashboard (19)8.383%
- Outbound response (19)8.282%
- Validate callers (19)7.777%
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Sr Help Desk Analyst/Phone System Administrator
White-Wilson Medical Center (Hospital & Health Care, 201-500 employees)
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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.
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What is Dialpad Ai Contact Center?
Dialpad Ai Contact Center is an Ai-powered contact center solution, allowing users to connect with customers across channels from one, intuitive workspace. Dialpad's built-in Ai assistant takes notes, transcribes calls, and surfaces helpful information in real time to help agents resolve customer requests faster.
Dialpad Ai Contact Center Videos
Ai Contact Center uses Dialpad Ai to train agents and improve customer experience. Users can respond to customer service messages across different channels in one workspace.
In this TrustRadius produced video, one of our teammates who has never used Dialpad before goes through an "unboxing" demo.
Dialpad Ai Contact Center Competitors
Dialpad Ai Contact Center Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Dialpad Ai Contact Center Downloadables
Frequently Asked Questions
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.
RingCentral Contact Center, 8x8 Contact Center, and Fuze are common alternatives for Dialpad Ai Contact Center.
Reviewers rate Inbound call routing and Call analytics and Historical reporting highest, with a score of 8.8.
The most common users of Dialpad Ai Contact Center are from Mid-sized Companies (51-1,000 employees).
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(45)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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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.
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Reviews
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February 05, 2024
Dialpad Ai Contact Center versus the "Others" - quality over quanity
Dialpad Ai Contact Center is our primary communications platform - we use it for all telephony, call center, fax, and SMS. The available features, even the ones in Beta, are advanced but easy to use. Call quality and dropped calls have been a problem in the past, but Dialpad Ai Contact Center has mostly erased those concerns.
- 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.
January 03, 2024
Love it!
I use Dialpad Ai when I am on a call to read the transcript, and afterward to see the summary.
- After- call summaries
- Accurate transcripts
- Could improve transcribing more accurately
January 02, 2024
Good start with Contact Center
We use it to control our relationships with outside partners. We need a discrete platform to separate the various workstreams and groups with which we engage. Our experience so far is limited, but the Ai CC looks to be a good resource for us as we move forward with our growth plan.
- 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
January 02, 2024
Dialpad Ai Contact Center is worth the investment!
We use DialPad Ai Contact Center to receive all inbound customer support and technical support calls to our various contact center lines. We switched to DialPad to improve call quality, reliability, our ability to adapt to rapidly changing business needs and offer a high quality and easy-to-use solution for our specialists who work a hybrid module (in office/WFH).
- 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
December 30, 2023
Solid platform if pricey
We use Dialpad Ai Contact Center for our office users to make and receive phone calls to clients as well as our 30 seat outbound call center for conducting research interviews on behalf of our varied clients. I have also used Dialpad meetings to conduct Interviews while hiring and training new hires.
- 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.
December 30, 2023
New Dialpad customer
Coming from an on prem solution, Dialpad Ai Contact Center was able to provide a lot more features than our past VOIP set up. It will make reports, call logging and handling, user management, and reliability much easier. Dialpad transcribe feature will help the company find ways to improve and train the employees much better and aim for a greater client experience.
- transcribe
- report
- call handle
- user management
- ring simultaneously
- no other change
December 30, 2023
Satisfied Dialpad Ai Contact Cente customer
We use it for making and receiving business calls and faxes. We also use the built-in meetings and have upgraded a couple of users to the higher level of meetings. Most staff have IP phones; however, I only use the soft phone. Our call center can park calls and/or transfer as needed.
- 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.
March 04, 2023
Dialpad Ai Contact Center is Pretty Rad
We use Dialpad Ai Contact Center to answer all incoming client calls, as for outbound and internal calling. We have multiple call centers set up, and voicemail for all employees. The best feature is probably the AI transcript generator, which is great to go back to when needing information from the call. It can also integrate with Slack and Front, and has a Search function to find any kind of numbers. The callback feature is really great too so that clients don't have to wait on hold and can select to be added to the callback queue, and an agent will give them a call when available. Overall, it's pretty smooth and easy to use, which most of us do daily.
- 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
February 09, 2023
Easy tool to access
We use Dialpad for calling our clients and to integrate with any meetings. Also, it integrates with other tools like G Suite and Slack, so users can make and receive calls, send and receive messages, and join video meetings from one platform. Dialpad's mobile app allows users to make and receive calls, send and receive messages, and join video meetings on the go, using their mobile devices.
- 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
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