Item: Dialpad Connect
Rating: 3
Author: Steven Griswold

Overall Satisfaction with Dialpad

Use Cases and Deployment Scope

Dialpad is being used across our whole organization in a virtual office. We have staff spanning the country (5 states from CA to VT). This is used to handle incoming client calls as well as outbound calls to clients, partners, and carriers. It is easily deployable without the need for additional hardware or having to wait for licenses to propagate, and combines phone, fax and text in one desktop and mobile app.

Pros and Cons

Pros

Ease of use
Base feature set

Cons

Service reliability - frequent glitches (dropped calls, unavailable audio, calls going straight to voicemail)
Lack of Support
Persistently underachieving UI (text message management still kludgy)

Return on Investment

Until recently fantastic ROI (low cost, easy to deploy), but in recent months highly negative as clients are unable to reach us reliably.

Alternatives Considered

3CX Phone System, Nextiva, RingCentral and 8x8 Virtual Office

At the time (over 3 years ago) Dialpad was the only cloud-based VOIP vendor that offered this wealth of features, modern design, and highly active change log. Now that other vendors have caught up there's less and less reason to use Dialpad so I can no longer recommend it to other users.

Support Rating

It used to be fantastic; Dialpad came built-in with both phone and text support right in the console. However, they moved to a more standard web-based ticket-centric resolution problem which takes 24+ hours for response; unacceptable when your business communication needs are at hand. There is no way to call for immediate support and we haven't had any sort of direct communication from the company in the form of a sales representative for years.

Key Insights

Do you think Dialpad Connect delivers good value for the price?

Are you happy with Dialpad Connect's feature set?

Did Dialpad Connect live up to sales and marketing promises?

Did implementation of Dialpad Connect go as expected?

Yes

Would you buy Dialpad Connect again?

Likelihood to Recommend

It is well suited for your office if you are okay with Dialpad using their huge pile of investment dollars adding additional features nobody asked for in the SMB arena (integrations, etc.) and failing to provide users with a usable core experience. I suppose considering their push to expand in the enterprise space you may receive better service if you are a large scale user.

Comments

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Dialpad: Once King of the Hill, now Bottom of the Heap