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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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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 8.4

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

(1-18 of 18)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • The callback feature has saved clients a lot of hold time
  • The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
  • The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it
Ryan Mays | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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
Mike Monteiro | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • People love how easy it is for them to use
  • It has helped save time and money on training by finding suitable call recordings to review and use with staff
  • Heatmaps and concurrent calls help forecast staffing needs during the week
Justin Giffin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Less equipment to purchase, means more up time and low maintenance
  • With no VPN required to an office, Dialpad is easily deployed out in the field around the world
  • Missed a call? The voicemail will dictate and send an email with the voice and the text.
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