Item: Dialpad Connect
Rating: 10
Author: Mike Monteiro

Overall Satisfaction with Dialpad Talk

Use Cases and Deployment Scope

We currently use Dialpad across the whole company, minus a couple of smaller teams that use a different solution. It has helped us solve the work-from-anywhere problem (pre-COVID19), as well as making the different call centers easily managed by the different teams themselves. They can seamlessly update their messaging, change routing options, and add/remove users on their own without involving the support team for help. It also helps the training team spend more time coaching instead of trying to sort through call recordings

Pros and Cons

Pros

Call center management updates/edits are very easy and straightforward
Coaching centers - Ability to live coach and find usable recordings of calls effortlessly
Voicemail drop - Allow agents to make more calls and leave a consistent message for potential clients

Cons

Analytics can be difficult to interpret at times. You also have to pull two separate reports for call center calls and individual calls.
Updates/changes often happen out of the blue with no warning. So it is hard to keep our end users updated/prepared for what is to come
Integration with Salesforce exists, but, we would like to be able to do data dips into salesforce to route the calls based on what information it pulls back

Return on Investment

From a communication standpoint, Dialpad made WFH very easy and saved a lot of money/time.
Sales trainers are spending more time training.
Contacting more customers than with the older physical phone system

Alternatives Considered

Vonage Business Communications

Vonage did a great job with their integrations with Salesforce and routing abilities. But, it was very very very painful in trying to build/update call flows and even set up new users. It would take 6 weeks to build out a call center for one team and get their users/teams set up. With Dialpad it took less than a week. For smaller teams, it was literally done in an hour.

Key Insights

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

Yes

Are you happy with Dialpad Connect's feature set?

Yes

Did Dialpad Connect live up to sales and marketing promises?

Yes

Did implementation of Dialpad Connect go as expected?

Yes

Would you buy Dialpad Connect again?

Yes

Other Software Used

Slack, Microsoft Teams, Zipwhip

Likelihood to Recommend

Dialpad is great if you just need a dial tone and basic inbound/outbound calling. It also allows for texting, which is very helpful. It is also great for call centers that receive a high volume of calls and are routed based on skills or longest hold time. They have options for hold music, messaging, and callback. Lastly, it is great for sales teams that need to power through calls efficiently and they have a power dialer option that helps load a list of calls that automatically dials out for the agent one after another.

If you were looking to route calls based on information found in your CRM (looking at sales opportunity in Salesforce for example) and have it route based on what it finds, this would not be for you.

Dialpad Talk Support

Support Rating

Overall, the support has been very good. There are some times when we open a ticket that is a high priority and they are not proactive at giving updates or a set schedule of when the next update would be.

Comments

Please log in to join the conversation

Reliable, easy to manage and use