Dialpad Support versus the "Others" - quality over quanity
February 05, 2024
Dialpad Support versus the "Others" - quality over quanity
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Dialpad Support
Dialpad Support 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 Support has mostly erased those concerns.
Pros
- 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.
Cons
- 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 Support 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 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
Dialpad Support Feature Ratings
Using Dialpad Support
400 - Receptionists/front desk staff
Nurses
Physicians
Accounting staff
IT staff
Management (all levels)
Maintenance staff
Technologists
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 Support. 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
Evaluating Dialpad Support 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 Support was the only product that checked all the boxes.
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