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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 …
Continue reading
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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 8.3

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

(1-21 of 21)
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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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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).
December 30, 2023

Solid platform if pricey

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
December 30, 2023

New Dialpad customer

Score 9 out of 10
Vetted Review
Verified User
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 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
February 09, 2023

Easy tool to access

Score 8 out of 10
Vetted Review
Verified User
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 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.
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.
April 24, 2022

Dialpad Review

Score 10 out of 10
Vetted Review
Verified User
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 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
February 10, 2022

Dialpad

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Mike Monteiro | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Jonatan Serna | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
January 13, 2022

Better than Some

Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
January 07, 2022

Wonderful tool!

Jorge Camilo Insignares Sierra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
December 29, 2021

Dialpad get an A+

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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!
Justin Giffin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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!
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