One of the most impressive office phone solutions with a couple of qwirks
December 26, 2018

One of the most impressive office phone solutions with a couple of qwirks

Vincent Tobiaz | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad

Our small organization uses Dialpad, for sales & support. It addresses the need for a portable office phone solution that follows its' users to access it from everywhere and comes with additional powerful features. It allows for easy management of call centers, departments, and keeping communication visually in one place with Google Email, Calendar & Docs as well as LinkedIn integration.
  • Follow-me office phone line
  • Great app design both desktop and mobile
  • Call summaries with automatic transcription and recordings if turned on
  • Live instant voicemail transcription
  • The ability to customize a IVR that fits us
  • No way to force text messages to forward or copy to the main phone line from agents' direct office lines. Imagine the end customer experience when they text and don't receive a response. Maybe it's possible to move an agents' number line into another account, but it hasn't ever been suggested after numerous requests.
  • When using a carrier connection on mobile where it has you dial into random phone numbers, the end user of the call always receives your voice 2 seconds later.
  • HD Calling, no way to choose before each call whether you want to use HD (good internet connection) or carrier (when you have a bad internet connection) on inbound calls.
  • The call transcription and recording help you review pieces of calls you may have unclear in your notes, a great time saver.
Grasshopper is more for 1 man shows.

Twilio can do one-man shows for one second of programming, but not great for SMBs if you have no use of its additional powerful features, as there is additional programming required to set up.
This is a business line for small offices, distributed teams that work from home, and large corporations.