Reliable, easy to manage and use
Overall Satisfaction with Dialpad Talk
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
- 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
- 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
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.
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
Comments
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