1. Home
  2. Contact Center Software
  3. Dialpad Ai Contact Center Reviews
  4. User Review of Dialpad Ai Contact Center
Dialpad Ai Contact Center versus the "Others" - quality over quanity
February 05, 2024

Dialpad Ai Contact Center versus the "Others" - quality over quanity

Stephanie Sava | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Contact Center

Dialpad Ai Contact Center is our primary communications platform - we use it for all telephony, call center, fax, and SMS. The available features, even the ones in Beta, are advanced but easy to use. Call quality and dropped calls have been a problem in the past, but Dialpad Ai Contact Center has mostly erased those concerns.
  • Analytics are top notch - there's a lot of detail available, if you know how to use it
  • Scorecards for the call center operators add another level of performance enhancement
  • Real-time Assist is a game changer for our call centers - having the ability for those screen pops really helps cut down on time spent looking for information.
  • Analytics - more detailed agent activity (logged-in/logged-out, etc) reports would be appreciated
  • Admin roles could be greatly improved - give us the ability to create roles with appropriate permissions, so we don't have to give full access to staff who only need some of the things.
  • Complaints have dropped dramatically since we implemented the system in March 2023
  • Agent productivity has increased by 27%
Dialpad Ai Contact Center is far and away the better of the 3:

- Ease of use for the admin and the end-user is top-notch (the others were incredibly difficult to navigate and use)
- call quality has never been better
- analytics is my favorite - so much more comprehensive than what the others offered
- API (Application Programming Interface) integration for our needs is readily available

Do you think Dialpad Ai Contact Center delivers good value for the price?

Yes

Are you happy with Dialpad Ai Contact Center's feature set?

Yes

Did Dialpad Ai Contact Center live up to sales and marketing promises?

Yes

Did implementation of Dialpad Ai Contact Center go as expected?

Yes

Would you buy Dialpad Ai Contact Center again?

Yes

We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail.

In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.

Dialpad Ai Contact Center Feature Ratings

9.7
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
7
Call scripts
10
Call tracking
10
Multichannel integration
10
9.9
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Dialpad Ai Contact Center

400 - Receptionists/front desk staff
Nurses
Physicians
Accounting staff
IT staff
Management (all levels)
Maintenance staff
Technologists
2 - You don't need a deep understanding of how phones work, but a little bit goes a long way with Dialpad Ai Contact Center. Being able to visualize call flows, menus, processes, etc, helps manage and support the system.

Being able to look at a problem/situation/question from all angles is a must.
  • Easy for our patients to reach us
  • Ease of use for the end-user in using the app/website
  • Multiple channels of communication
  • API (Application Programming Interface) integration
  • Building our own apps with the Dialpad Ai Contact Center API store
  • Integration with our EMR (Electronic Medical Records) - big selling point
  • SMS communication with patients
  • Chatbot on our website
I have few complaints with the system as a whole, and Dialpad Ai Contact Center works exactly as I expect it to. It meets or exceeds my expectations.

Evaluating Dialpad Ai Contact Center and Competitors

Yes - We had an aging on-premise ShoreTel Communications system. It was good while it lasted, but we were looking to move to a cloud-based solution that would have advanced capabilities, with API, analytics, omnichannel, etc.
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
The single most important factor was ease of use - the app is user friendly for our staff. The admin side is pretty easy to figure out, and if you know how to use a phone system, it's almost too easy. I rarely have to ask for help figuring out how to do something, and if I do, it's because I overlooked it.
I probably wouldn't change anything. We took our time (several months) and evaluated multiple products and solutions. I spoke with several vendors, met with most of them personally and evaluated what they had to offer. We had a standard list of wants & needs, and Dialpad Ai Contact Center was the only product that checked all the boxes.