Dialpad Support

Score9.1 out of 10

79 Reviews and Ratings

What is Dialpad Support?

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.

Categories & Use Cases

Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.3
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.6
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7

REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7

Chase Williams View profile

SVP, IT Transformation in Information Technology at HOPCo (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Dialpad for clinical patient engagement, billing, and outreach initiatives.

Pros

Customer support.
Quality implementation.

Cons

More granular address book management.
Configurable layouts.

Return on Investment

More efficient routing.
Less time gathering information from callers.

Usability

Verified User

Team Lead in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

We use Dialpad Ai Contact Center for it's contact center features. We need a software that can route calls in a specified order to the right people while queuing up customers that are waiting to be helped. We additionally needed a platform that can provide us analytics on how we are doing with our calls and if possible, has features to help the advocates succeed.

Pros

Robust features
AI integration

Cons

Many features already in place aren't as robust as they should be. i.e. stats don't note average time in queue until abandon.

Return on Investment

We were able to decrease call times due to analytics
Using the QA system we were able to start tracking QA.
We found that agents did have increased wrap up due to not having different time sub states that can be assigned to different agents.

Usability

Alternatives Considered

RingCentral Contact Center

Aracely Felix View profile

Patient Care Coordinator in Customer Service at Skin Perfect Medical (501-1000 employees employees)

Use Cases and Deployment Scope

I use Dialpad Support in my organization to communicate effortlessly with patients while maintaining HIPPA guidelines. I appreciate the Dialpad Support application because it's call recording feature facilitates tracing back conversations and retrieving patient information efficiently. Dialpad Support does a great job at summarizing calls with patients making it a quick reference point.

Pros

Recording call/text history
Providing Ai translation
Notating call data

Cons

Enhanced search functionality: Looking up patients on Dialpad Support to find their call/text history without having to call them
Text ringtone notification (like the call one)
Transcription services for other languages

Return on Investment

Callback option
Queue
User friendly

Usability

Alternatives Considered

RingCentral Contact Center

Other Software Used

RingCentral Contact Center, Zoom Phone, Nextiva

Otto Garcia

CSR in Customer Service at Verus Rx (11-50 employees employees)

Use Cases and Deployment Scope

Dialpad Support is an amazing program that helps with making our lives easier here at Verus rx. we absolutely enjoy dialpad and all its features.

Pros

it helps with establishing call purpose
it helps with establishing a call solution
it helps with any questions you may have
It

Cons

Dialpad could populate more caller information
Dialpad could have more customizable options
dialpad could integrate better with different CRMS

Return on Investment

it has had an amzing impact with locating pain points in a call
Dialpad is great a directing where a call should go
Dialpad gives great recommendations for call resolution

Usability

Alternatives Considered

ChatGPT

Other Software Used

Salesforce Desk, AMTdirect, ApexChat

Verified User

Employee in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

Dialpad as been an amazing system. I handle all of my work calls on there. Even if i did have an issue as to me not being able to hear callers, support helps me rather quickly! I love that if i accidentally miss a call i get a HUGE notification on my window so I can know that it was missed.

Pros

Notifies of missed calls
Connection
Being able to dial out

Cons

I would prefer to have different ringtones
Being able to dial buttons when on a call
N/A

Return on Investment

Decreased agent wrap time
Reduction in average handle time
Not a lot of aftercall work

Usability

Alternatives Considered

SISCOM

8x8 Contact Center

Fuze

RingCentral Contact Center

Dialpad Support

What is Dialpad Support?

Categories & Use Cases

Key Features

Top Performing Features

Live reporting

Outbound response

Call forwarding

Areas for Improvement

REST APIs

Customer surveys

Predictive dialing

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

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