Great Multi-device and multi-platform phone service that follows your modern work lifestyle!
February 27, 2019
Great Multi-device and multi-platform phone service that follows your modern work lifestyle!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Dialpad
Worked well as a multi-device company phone system. Users could easily have their Dialpad extension on their desk phone along with on their cell phone, or desktop/laptop all sharing the same number so no matter which device they were near they would receive the call. Easy to send/receive texts with the company number as well by using the app on the cell phone or desktop. It resolved problems with people using their personal devices to send texts because it gave them way to use the company number. Integrated tightly with Gmail to offer click-to-call and easy follow-up from email messages to the ability to initiate calls.
For inter-office communication or for mobile users the presence feature was useful to see if someone could take a call or if it would be better to just send a text. Call recording is a feature offered by Dialpad, but ultimately it was not adequate because of the way it was implemented. If functions more as a record-on-demand feature much like google voice did... instead of other systems (such as RingCentral or 8x8) that allow for the admin to control its usage it is left up to the user to enable thus complicating compliance.
For inter-office communication or for mobile users the presence feature was useful to see if someone could take a call or if it would be better to just send a text. Call recording is a feature offered by Dialpad, but ultimately it was not adequate because of the way it was implemented. If functions more as a record-on-demand feature much like google voice did... instead of other systems (such as RingCentral or 8x8) that allow for the admin to control its usage it is left up to the user to enable thus complicating compliance.
- Multi-platform Support (iOS, MacOS, Windows, Android, Polycom, etc.)
- Unified messaging and calls, shared a single number among multiple devices seemlessly
- Gmail and Sales force Integration
- Metrics could be improved for groups to show accurately if a call was answered vs. missed, weird bug where everyone in the group who didn't answer the call would skew the missed call stats even when the call was picked-up.
- Call Recording can't be completely controlled by the Admin, must be managed by the user leading to compliance issues in some situations
- Call Queue hold music option, for some reason only plays hold music if the group is already busy leaving most callers with just a ring-back tone instead of custom call music.
- Streamlined deployment for desk-phone users, updating firmware was a manual process and poorly documented. Struggled to get common Polycom phones provisioned properly w/o high-level technical knowledge.
- The system worked well to allow BYOD for the company phone so that saved on the cost of buying desk phones or company cell phones.
- More features than internal PBX style system, and lower cost than competitors like Ring Central (about half the cost!)
- No messy contracts, upfront pricing and no games with cancellations if you change your mind... an important feature!
- Some more advanced enterprise grade features still in development, so not the best system for huge companies but great for small business!
I have used Ooma Busines, OnSip, RingCentral, Google Voice, Voip.ms, 8x8... and chose Dialpad because of the price and feature selection. Multi-device and multi-platform (Windows/Android/Mac/iOS) features were intriguing and worked well. Ultimately not my top choice just because of needing to force company-wide call recording for compliance reasons, and the metrics were a bit disappointing, but the system has great potential and I would recommend it as a good fit for any small business or distributed/mobile workforce environment. If you're finding people aren't using their desk phones and leaning toward their cell phones this is a good choice to get those messages on a work phone system.
Dialpad Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No - Premium support was included with Dialpad, no need to pay extra!
Yes - Yes, it was resolved quickly and efficiently.
Yes, I had a problem with configuring a users extension so I called Dialpad to get help provisioning the Polycom phone. They answered immediately and stepped me through the process of adding the MAC address into their system and the technical details that needed to be programmed into phone for it to work properly. I was amazed I didn't have to wait for a long time on hold and I immediately got a support technician who was knowledgeable and resolved my issue quickly.
Using Dialpad
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Making outgoing calls was very easy with click-to-dial
- App installation was quick and easy, SSO features with Google was nice and made user authentication simple and easy
- Texting was simple and easy
- Call Recording setup was complex and difficult to implement
- Missed call metrics were confusing for groups
- Would be nice if users were automatically removed when deleted from GSuite instead of manually synced.
Yes - Worked very well, the only issue I had was with VoIP over mobile data. Worked best over Wi-Fi and was necessary to disable VoIP over mobile data for calls to come through clearly when out of the office.