Item: Dialpad Ai Voice
Rating: 9
Author: Austin Grammon

Overall Satisfaction with Dialpad

Use Cases and Deployment Scope

Dialpad is used by our entire organization as an alternative to getting dedicated phones for our teams. It has several features that we love, including the ability to send and receive text messages from the app itself, quickly forward calls between departments, pick up where someone left off, and keep records of previous engagements with our customers. We also love the ability to mark yourself as "do not disturb", a feature that will forward incoming calls to other available team members. They have also recently released an AI function that will transcribe conversations for you real time, so you can spend more time having a conversation and less time worrying about taking notes.

Pros and Cons

Pros

Allows you to easily and reliably make phone calls, send and receive text messages, and communicate with your team
Apps for mobile devices, as well as desktop (MacOS and PC), including the ability to handoff between your personal devices.
Easy to use interface that allows you to visualize different departments and team members
Reporting on calls made, missed, received, and abandoned

Cons

Constantly needing an update (could be seen as a pro)
Need a STRONG internet connection for optimal results
Support team isn't always quickly responsive
All settings found on the internet instead of in-app - makes for a lot of unnecessary clicking around

Return on Investment

Kept leads from slipping through the cracks
Kept team accountable to inbound and outbound efforts
Saved money compared to finding each team mate a phone and cell plan

Alternatives Considered

Grasshopper

Dialpad is leaps and bounds ahead of where Grasshopper was last time I used them (3+ years ago). Grasshopper suffered from dropped calls and terribly choppy audio, and often had phone calls or voicemails that never came in at all. The best comparison between the two platforms is in terms of reliability - Dialpad just works where Grasshopper was always a gamble.

Other Software Used

Slack, Intercom, Asana, Stripe, Unbounce, SurveyGizmo, Trello, Calendly, Zapier, Chameleon

Likelihood to Recommend

Dialpad is well suited for small to medium sized teams that need to give their team members access to a corporate line, or each other's conversations. It also works well for teams that are totally remotely located by allowing access points from anywhere (hosted in the cloud). It would be less appropriate for an enterprise status company that has many, many team mates as things get a little clunky the more users that are actively taking advantage of the system. We've also found that there is a definite need for a strong internet connection, otherwise dropped calls and choppy audio creep up.

Comments

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