Dialpad is a phone system that is moving forward and surging ahead
May 11, 2019
Dialpad is a phone system that is moving forward and surging ahead
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Dialpad
We are currently evaluating Dialpad's offering and it has been pretty impressive. The evaluating team members are scattered about the company, with the primary focus on our call center. The evaluation is to determine whether Dialpad can help us attain goals that we would like to reach with our phone system that we currently cannot do.
- Develop features quickly - They develop new features really fast and even in the EAP program, the new features seem to work flawlessly.
- They integrate all the pieces of their product into one application, which is great. One set of credentials and one location to get the info and perform tasks.
- Licensing call center admins and supervisors is great because you are not paying more for a supervisor (who will actually be utilizing the call center features less often than the agents). They are all the same cost and it is up to you to set the permissions, which is simple to do.
- Cost is affordable/competitive.
- Their vision is the future of telecom. They do seem to have a handle on developing what is necessary in the present day with the latest technology.
- The voice transcriptions are a work in progress. It seems to work better transcribing people calling in than me talking, but that might be due to background noise / high mic volume. We have had numerous laughs at the transcription of calls. It does understand Dialpad employee voices pretty well though.
- It is hit or miss, but I would have liked to have seen it at the level Google is currently at, which is still not perfect.
- There are some call center features that are critical to our business that are not developed yet (in the works), but I would have liked to have seen them in production already.
- It costs much less than our current system
- It would save a lot of time from the admin perspective vs our current system, especially with us having to contact the vendor support
Vonage was slightly more expensive and the softphone interface was not as clean as Dialpad's. Some of the features we could utilize with Dialpad were very exciting.
Dialpad Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response | None |
The team I am working with (from Dialpad) for the POC has been exceptional. They are on top of things and respond very quickly. Anything we need, they would work to get the answers as quickly and thoroughly as possible. Top notch experience from my perspective.