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Dialpad Ai Contact Center

Dialpad Ai Contact Center
Formerly Dialpad Support

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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Recent Reviews

Love it!

8 out of 10
January 03, 2024
Incentivized
I use Dialpad Ai when I am on a call to read the transcript, and afterward to see the summary.
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New Dialpad customer

9 out of 10
December 30, 2023
Incentivized
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 …
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TrustRadius Insights

Dialpad Contact Center has been widely praised by users for its effectiveness in a range of use cases. Many users have found the software …
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Easy tool to access

8 out of 10
February 09, 2023
Incentivized
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 …
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Dialpad Review

10 out of 10
April 24, 2022
Incentivized
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 …
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Dialpad

9 out of 10
February 10, 2022
Incentivized
Dialpad is simply our main communication tool for all our inbound and outbound calls. Given its reputation, the usage of Dialpad is …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Inbound call routing (20)
    8.8
    88%
  • Agent dashboard (19)
    8.4
    84%
  • Outbound response (19)
    8.2
    82%
  • Validate callers (19)
    7.8
    78%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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2 people also want pricing

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LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

7.8
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.4
Avg 8.3
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Product Details

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 SystemsUnspecified
Mobile ApplicationNo

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 Call analytics and Historical reporting highest, with a score of 8.9.

The most common users of Dialpad Ai Contact Center are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(44)

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!

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.

Attribute Ratings

Reviews

(1-2 of 2)
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Stephanie Sava | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail.

In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
Contact Center Software (11)
97.27272727272727%
9.7
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Interactive voice response
100%
10.0
REST APIs
70%
7.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
Workforce Optimization (WFO) (7)
98.57142857142858%
9.9
Inbound call routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
90%
9.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Complaints have dropped dramatically since we implemented the system in March 2023
  • Agent productivity has increased by 27%
Dialpad Ai Contact Center is far and away the better of the 3:

- Ease of use for the admin and the end-user is top-notch (the others were incredibly difficult to navigate and use)
- call quality has never been better
- analytics is my favorite - so much more comprehensive than what the others offered
- API (Application Programming Interface) integration for our needs is readily available
400
Receptionists/front desk staff
Nurses
Physicians
Accounting staff
IT staff
Management (all levels)
Maintenance staff
Technologists
2
You don't need a deep understanding of how phones work, but a little bit goes a long way with Dialpad Ai Contact Center. Being able to visualize call flows, menus, processes, etc, helps manage and support the system.

Being able to look at a problem/situation/question from all angles is a must.
  • Easy for our patients to reach us
  • Ease of use for the end-user in using the app/website
  • Multiple channels of communication
  • API (Application Programming Interface) integration
  • Building our own apps with the Dialpad Ai Contact Center API store
  • Integration with our EMR (Electronic Medical Records) - big selling point
  • SMS communication with patients
  • Chatbot on our website
I have few complaints with the system as a whole, and Dialpad Ai Contact Center works exactly as I expect it to. It meets or exceeds my expectations.
Yes
We had an aging on-premise ShoreTel Communications system. It was good while it lasted, but we were looking to move to a cloud-based solution that would have advanced capabilities, with API, analytics, omnichannel, etc.
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
The single most important factor was ease of use - the app is user friendly for our staff. The admin side is pretty easy to figure out, and if you know how to use a phone system, it's almost too easy. I rarely have to ask for help figuring out how to do something, and if I do, it's because I overlooked it.
I probably wouldn't change anything. We took our time (several months) and evaluated multiple products and solutions. I spoke with several vendors, met with most of them personally and evaluated what they had to offer. We had a standard list of wants & needs, and Dialpad Ai Contact Center was the only product that checked all the boxes.
Ryan Mays | TrustRadius Reviewer
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
From a cost management vs efficiency perspective it just makes sense. It gives managers flexibility in a cloud-based call center environment to remotely manage their team's daily time management and allows easy merge when pulling 3rd parties into existing calls. Dialpad may not make sense to the smaller more traditional call center environments where more time is spent on admin work and less time is spent making/receiving calls. If an individual user is making or receiving less than 20-25 calls per day then cost vs. ROI may not make sense.
Contact Center Software (13)
70.76923076923077%
7.1
Agent dashboard
80%
8.0
Validate callers
90%
9.0
Outbound response
80%
8.0
Call forwarding
70%
7.0
Click-to-call (CTC)
90%
9.0
Warm transfer
70%
7.0
Predictive dialing
N/A
N/A
Interactive voice response
90%
9.0
REST APIs
80%
8.0
Call scripts
N/A
N/A
Call tracking
100%
10.0
Multichannel integration
90%
9.0
CRM software integration
80%
8.0
Workforce Optimization (WFO) (9)
86.66666666666666%
8.7
Inbound call routing
90%
9.0
Omnichannel inbound routing
80%
8.0
Recording
100%
10.0
Quality management
90%
9.0
Call analytics
90%
9.0
Historical reporting
90%
9.0
Live reporting
80%
8.0
Customer surveys
90%
9.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Product functionality and performance has been better than advertised
  • Dialpad's strong services expertise has caused less downtime and more productivity
  • More calls means more potential for revenue growth and that has major ROI impact
Cost, breadth of services, customer support, flexibility in reporting and analytics, less downtime and more productivity. It has just about everything we need in a contact management software. The call center live dashboard is customizable, the call history is in real time and the stability is exactly what we needed as an organization.
150
eCommerce Sales, Cross Sell, Business Development, Payroll, Client Services, etc.
Our internal IT department supports the Dialpad Contact Center application. They need experience with internet telephony specifically Voice Over IP support and troubleshooting capabilities.
  • Less downtime
  • Better integration features with other software applications
  • Noise cancellation capabilities and crisper conversations
  • Creating our own reporting analytics
  • Ability to manipulate our IVR menu more easily
  • Application of filters when searching for calls
  • We need to begin tracking service levels
  • More insight into calls in queue and wait time durations
  • Emphasizing use of status (available, in a meeting, do not disturb, etc.)
I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.
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