Tenant Coordinator's Review Of Dialpad Support
September 21, 2024

Tenant Coordinator's Review Of Dialpad Support

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

Overall Satisfaction with Dialpad Support

We use Dialpad Support in back tracking previous conversations, instead of listening to the whole call recording, we use the automatic scribing content of Dialpad to know the summary of the whole call. It also helps us identify if the caller was able to get any assistance, if the call was an emergency, or if it was escalated to a supervisor.

Pros

  • Scribing
  • Voice recording
  • Identifying the content of the call
  • Summarizing
  • Automatic callback

Cons

  • Playback recording should have its own player so we don't have to download the whole recording.
  • An interval where calls should not come in continuously. There should be a 5-7 second interval before a call comes in.
  • Callers should be directed to the correct department that they are calling about, some calls are always directed to the main line.
  • It helped me decrease my wrap up time.
  • Decrease our after-call work.
  • It also helped us determine the problems of the tenants.
For me it is near perfect, I only gave 10 because I was being generous. It is near perfect because it has its minor inconvenience, however it really is just a small percentage on what Dialpad Support has to offer. In my opinion it is a powerhouse tool.
Dialpad Support is superior to both Avaya and Genesys, because only Dialpad offers a automatic transcribing system during and after the call. It also is very easy to use and can send text messages during a call. The only thing that needs improvement on Dialpad is the interval time of the calls.

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?

I wasn't involved with the selection/purchase process

Did implementation of Dialpad Support go as expected?

Yes

Would you buy Dialpad Support again?

Yes

A scenario that I can think of is when a tenant of us called in to ask for help and I was not able to understand their concerns because the line was breaking up. I was able to check the summary after the call, I also was able to listen to the recording properly. It can be used at all times and there is no appropriate time to use it.

Dialpad Support Feature Ratings

9.0
Agent dashboard
10
Validate callers
5
Outbound response
10
Call forwarding
3
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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