Good start with Contact Center
January 02, 2024

Good start with Contact Center

Mark Wagner | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Contact Center

We use it to control our relationships with outside partners. We need a discrete platform to separate the various workstreams and groups with which we engage. Our experience so far is limited, but the Ai CC looks to be a good resource for us as we move forward with our growth plan.

Pros

  • Routes calls
  • Organizes teams
  • Helps partners work with or prinicipals

Cons

  • Improve the admin user interface
  • Create unambiguous instructions for setup and changes to the system
  • Keep clarity and quality high

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

Not sure

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

Large group meetings in the USA. Needs perhaps a better mixed language system to provide interpreters the setup for communication with their own language speakers.

Dialpad Support Feature Ratings

7.6
Agent dashboard
8
Validate callers
6
Outbound response
10
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
7
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.5
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
10
Historical reporting
8
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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