Dialpad -- Solid consolidated communication solution
October 03, 2019
Dialpad -- Solid consolidated communication solution
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Dialpad
Dialpad was used as our company's primary communication system. It was used as a phone, text, fax, and internal communication solution. It was used across departments and across all offices/stores across the country. The problem we had prior to Dialpad was that we had disjointed and fragmented communication across the company. Internally, communication happened via email, personal text, personal phone, and office phone. There was poor record-keeping of conversations, both internally and customer-facing. Dialpad allowed us to pull all those different disparate communication records into one place, where the method you used to communicate didn't matter, since everything was recorded in a single contact record.
- Seamless communication across communication methods. Text, call, fax, voicemail, file-sharing all happened in a single window for each customer or contact.
- Cloud set-up. It was very easy to set up the proper phone tree and call routing. Changes could happen in real-time and giving/revoking access happened in real-time as well.
- Transfers between devices. With the click of a button, calls or voicemails could be transferred to other contacts at the organization. Also, users could transfer their live calls between cell phone apps to desktop and vice-versa.
- Mobile app. The mobile app, although well-built from a design perspective, was lacking in UX and was not free of bugs. There were several instances when it did not work correctly.
- Integrations. Dialpad doesn't have as many integrations for being a VoIP solution as I would've liked. This meant it didn't play well with APIs of other systems we were using.
- Routing visualization. It wasn't hard to set up call trees and routing for inter-department calls. However, the learning curve was high to use the admin panel properly. There was no open visualization for us to "drag-and-drop" routing preferences.
- Dialpad had a positive impact in terms of realizing savings from being able to cancel our landline accounts for each of our offices/stores. It was cheaper per store.
- Dialpad's service outages happened more often than we expected. This caused significant usage issues when talking with customers.
- Overhead costs -- Dialpad did save us money, but over time we realized that the costs crept higher than we originally anticipated.
Dialpad is a good cloud VoIP solution, and in that sense, it works about as well as Jive does. However, the Dialpad mobile app has more problems and bugs than Jive does. As an internal communication tool, Slack is significantly better than Dialpad. Dialpad was not great for customers that relied on it as a communication tool internally. It did work great, however, when users relied on communication with text/call clients.
Do you think Dialpad Ai Voice delivers good value for the price?
Yes
Are you happy with Dialpad Ai Voice's feature set?
Yes
Did Dialpad Ai Voice live up to sales and marketing promises?
Yes
Did implementation of Dialpad Ai Voice go as expected?
No
Would you buy Dialpad Ai Voice again?
No