An honest review
July 16, 2025

An honest review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Contact Center

We use Dialpad Ai Contact Center for it's contact center features. We need a software that can route calls in a specified order to the right people while queuing up customers that are waiting to be helped. We additionally needed a platform that can provide us analytics on how we are doing with our calls and if possible, has features to help the advocates succeed.

Pros

  • Robust features
  • AI integration

Cons

  • Many features already in place aren't as robust as they should be. i.e. stats don't note average time in queue until abandon.
  • We were able to decrease call times due to analytics
  • Using the QA system we were able to start tracking QA.
  • We found that agents did have increased wrap up due to not having different time sub states that can be assigned to different agents.
It's decently user friendly but it is definitely got its quirks. For example warm transfers aren't super easy without jumping around from call to call. I did like how nice the interface looked in comparison to ringcentral but looks aren't everything. It would have also been amazing if there was an easier way to build out away messages for holidays and such.

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

Not sure

Are you happy with Dialpad Support's feature set?

No

Did Dialpad Support live up to sales and marketing promises?

No

Did implementation of Dialpad Support go as expected?

Yes

Would you buy Dialpad Support again?

Yes

It was a pretty good system. I really like being able to setup AI prompts that would target certain items a customer may ask and that it can provide the agent with a response. Outside of that call quality was generally fine, no major issues however there was a few large outages but nothing that put us too off track.

Dialpad Support Feature Ratings

6.6
Agent dashboard
7
Validate callers
5
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
6
Interactive voice response
7
Call tracking
8
Multichannel integration
7
CRM software integration
7
6.0
Inbound call routing
6
Recording
7
Quality management
6
Call analytics
5
Historical reporting
6
Live reporting
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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