Dialpad Support Reviews & Insights

Score9.1 out of 10

79 Reviews and Ratings

Overview

Synthesised from 5 reviews | Last Published May 27, 2026

Dialpad Support is primarily used to manage and optimize call center operations, efficiently directing customer inquiries by routing calls to appropriate personnel and queuing waiting customers. In TrustRadius reviews, its user-friendliness and accessibility across various devices, including mobile phones and work computers, are frequently highlighted as key strengths, with 3 of 5 reviewers commending its intuitive interface. The platform also provides reliable core communication functionalities such as clear call notifications and dialing capabilities.

Reviewers also noted positive impacts on business objectives, particularly improved operational efficiency and valuable performance insights through analytics. However, some areas for improvement include limitations in advanced call handling features, a desire for deeper analytical insights from reporting tools, and more granular personalization options. Overall, reviewers find Dialpad Support to be a capable tool for enhancing communication and operational workflows, despite opportunities for feature refinement.

Pros

Intuitive interface and ease of access across multiple devices
Efficient call routing and customer queuing capabilities
Reliable core communication functions (e.g., call notifications, dialing out)
AI integration and advanced features for modern communication
Improved operational efficiency, reducing average handle time
Valuable analytics and reporting for team performance monitoring
Call recording and real-time transcription for quality assurance and information capture

Cons

Limitations in advanced call handling, such as interacting with automated systems during calls
Lack of granular personalization options for layouts and notification settings
Desire for deeper analytical insights from reporting tools
Limited control over message management features
Potential for increased agent wrap-up time in specific scenarios due to system limitations

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Dialpad Support Reviews

40 Reviews

Dialpad Review.

Rating: 10 out of 10

April 5, 2026

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.

Likelihood to Recommend

There is a strong understanding of the product across the organization. Communication is consistent and timely.

Chase Williams

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

Vetted Review

Reseller

8 years of experience

View profile

An honest review

Rating: 7 out of 10

Incentivized

July 16, 2025

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.

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.

Verified User

Team Lead in Customer Service (11-50 employees)

Vetted Review

1 year of experience

Dialpad Support

Rating: 9 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

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.

Verified User

Team Lead in Legal (51-200 employees)

Vetted Review

1 year of experience

Dialpad is great

Rating: 10 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

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.

Verified User

Employee in Customer Service (51-200 employees)

Vetted Review

1 year of experience

I love it

Rating: 10 out of 10

Incentivized

March 25, 2025

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

Likelihood to Recommend

i have to dial out and make calls a lot. I rarely have issues doing that

Verified User

Employee in Customer Service (1001-5000 employees)

Vetted Review

1 year of experience

Dialpad survey

Rating: 8 out of 10

Incentivized

October 1, 2024

Use Cases and Deployment Scope

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.

Verified User

General Manager in Customer Service (201-500 employees)

Vetted Review

2 years of experience

Great addition to any company trying to scale productivity and growth!

Rating: 10 out of 10

Incentivized

September 21, 2024

Use Cases and Deployment Scope

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.

Miguel Medrano

IT, Communications and Marketing HEad in Marketing at Rent 2 Own Trailers (51-200 employees)

Vetted Review

1 year of experience

A powerful AI tool!

Rating: 9 out of 10

Incentivized

September 21, 2024

Pros

Dialpad Support excels at enhancing customer interactions and streamlining operations.
Its real-time AI coaching and transcription/analytics
Call summarization is great.

Cons

Real-time coaching suggestions CAN be overly prescriptive or not always relevant to the specific context of the conversation.
While the platform offers a wide range of integrations, there could be more options available for niche or industry-specific tools.
It'd be nice to have more granular control over the AI's features/customization of the system

Likelihood to Recommend

Verified User

Director in Customer Service (51-200 employees)

Vetted Review

2 years of experience

Great experience using Dialpad Support

Rating: 10 out of 10

Incentivized

September 21, 2024

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Cory Boff

President in Corporate at Valiant (11-50 employees)

Vetted Review

1 year of experience

View profile

Dialpad Support Review

Rating: 7 out of 10

Incentivized

September 21, 2024

Use Cases and Deployment Scope

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.

Verified User

Team Lead in Customer Service (201-500 employees)

Vetted Review

1 year of experience