Dialpad Support is worth the investment!
January 02, 2024

Dialpad Support is worth the investment!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Support

We use DialPad Support to receive all inbound customer support and technical support calls to our various contact center lines. We switched to DialPad to improve call quality, reliability, our ability to adapt to rapidly changing business needs and offer a high quality and easy-to-use solution for our specialists who work a hybrid module (in office/WFH).

Pros

  • Ai Real time call trancripts are very helpful.
  • Realiable and clear calls
  • Easy to use interface both for admins and specialists
  • Call statistics, real time reporting, and ability to access call recordings and transcripts easily

Cons

  • Some more customization options in admin interface
  • More support learning and implementing online chat
  • Improved CSAT
  • Call center phone availability/reliability improved greatly
  • Enhanced statistical reporting for individual employee training/remediation.
Much more flexible, reliable, and agile in responding to current business needs and rapid changes.

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

Yes

Are you happy with Dialpad Support's feature set?

Yes

Did Dialpad Support live up to sales and marketing promises?

Yes

Did implementation of Dialpad Support go as expected?

Yes

Would you buy Dialpad Support again?

Yes

Service and setup assistance from Diapad was decent, but lacking in supporting us as we would have hoped, in terms of implementing all communication channels, especially live chat. The product itself has been, however, highly reliable and a fantastic improvement with very robust features, over our phone system we used previously. Highly recommend!

Dialpad Support Feature Ratings

7.9
Agent dashboard
6
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
6
Interactive voice response
9
Call scripts
8
Call tracking
9
Multichannel integration
9
CRM software integration
8
8.8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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