TrustRadius Insights for Dialpad Support are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
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.
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.
Likelihood to Recommend
It was a pretty good system. I really like being able to setup AI prompts that would target certain items a customer may ask and that it can provide the agent with a response. Outside of that call quality was generally fine, no major issues however there was a few large outages but nothing that put us too off track.
I use Dialpad on a daily basis to accept incoming calls from prospective clients. This system is so user friendly. I have only been working with Dialpad for a few months but my experience so far has been wonderful. I would recommend Dialpad to over law firms for daily use.
Pros
They are quick to respond when there is an issue
The system is easy to use
Cons
I would like for all users to be able to view call metrics, not just admin.
Likelihood to Recommend
I have not had any issues with Dialpad Support so far. Everything has been positive.
We use Dialpad at Lehan's Medical Equipment for our call center. It is a great app, very user friendly, and I love how I can log in on my phone as well as my work computer. I never have any issues and am able to log into different devices quickly and easily. This app helps us take care of our patients on a daily basis. Thanks Dialpad!
Pros
Easy log in
Customizable settings
User Friendly
Cons
Screeching noise (rarely, but happens)
Wish I was able to send a mass text to multiple different numbers at one time (not a group text)
I wish you could mark texts as "unread" after opening
Likelihood to Recommend
I love how easy Dialpad is to use. It is so user friendly! I use it on my work computer usually. But when I stayed home sick, I was able to easily download Dialpad to my phone and work from home! No issues logging in or using the app on my iPhone.
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
Likelihood to Recommend
i have to dial out and make calls a lot. I rarely have issues doing that
VU
Verified User
Employee in Customer Service (1001-5000 employees)
We are inbound call center with 24 hour 365 days open in three locations in Japan. We are looking for cloud PBX which provide BCP solution for us. We had an on-premises PBX in one location and connected to other locations. Also we wanted to use original phone numbers which we have provided to all customers in 30 years. However, other cloud PBX need gateway to the location which do not meet BCP requirement. Dialpad meet the both requirements, and also there are some other options like easy IVR setup, Auto callback, and BYOD those may increase our efficiency as well.
Pros
IVR work flow is able to set any requirement
We can use Dialpad in any location with 24/365
Analytics is quite well in checking numbers of call with quick response
Cons
Live Dashboard should show more Bigger text otherwise agent cannot see by big monitors located in office!
Waiting for Dialpad Ai which will never available in Japan
Never understand the call journey who hung up the phone
When PC shut down, agent should be Off duty but still Available and call rings.
Support chat use weird Japanese
Never provide update information beforehand which sometime make confusion and troubles that Google cloud platform made
Likelihood to Recommend
Easy to setup, and easy to start using Dialpad. IVR can be flexible when your office ask any requirement, and this solution is important for BCP requirement as well.
VU
Verified User
General Manager in Customer Service (201-500 employees)
We have an offshore call center with 8 agents, another 4 agents who work remotely and hold our headquarters in Texas with another 12 team members. We have been able to seemlessly connect across the organization and have improved both our inbound and outbound call quality and response time. Our onboarding process has been simplified and we have been able to easily scale our team. We are now able to have analitycs for our calls as well as great reporting visibility. We can now use this data for our recruting, sales, marketing and budgeting efforts. It has had a great positive impact on our company.
Pros
Conversation Summaries
Live Dashboard Monitoring
Reporting
Visibility
CRM Integrations
Ease of use and configuration of Phone System
Customer Service is Top Notch
Cons
Ease of User License Transfer
Ease of adding features with out contacting Sales Representative
Some menu options seem to hide in the Admin section and you have to hunt for them or visit the helpcenter to reach the setting through a link.
Likelihood to Recommend
A company who wants to scale and virtualize their call handling team, be it sales, customer service or internal and external communication and have extra perks like analytics, recordings, ease of use and onboarding whould be a perfect candidate for Dialpad. Having your call data can really guide your marketing, sales, customer service and operation KPIs. Real eyeopenner.
We have been using Dialpad Support for the past 6 months and have found their system offers a wide scope of services. At every step of the way the service and the capabilities of what they offer as a communications service are great for building efficient and effective staff and client interactions. For our team we do not even use some of the features to their full extent but as we grow they will be very helpful in building stronger teams and better over all interactions with our clients.
Pros
Transcriptions and note taking are great
Search functions of the notes and transcriptions are unreal
Cons
For us our only frustration is the breaking out of segments of what different centers do and not being able to utilize certain features otherwise.
We use Dialpad Support for our contact centre and for our satellite branches. Improved reporting on staff performance compared to our previous provider
Pros
Reporting
Visibility of calls and agents
Cons
On the fly agent status reporting instead of only previous days reporting being available
Customised reporting instead of preset options for those one off reports I may wish to view.
In person set up in implementation of service. We had to set it up almost on our own.
Likelihood to Recommend
Dialpad Support is Great for call centres with big teams and multiple contact centres. not so good for people with many deskphones and no computers.
