A powerful AI tool!
September 21, 2024

A powerful AI tool!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Contact Center

Pros

  • Dialpad Support excels at enhancing customer interactions and streamlining operations.
  • Its real-time AI coaching and transcription/analytics
  • Call summarization is great.

Cons

  • Real-time coaching suggestions CAN be overly prescriptive or not always relevant to the specific context of the conversation.
  • While the platform offers a wide range of integrations, there could be more options available for niche or industry-specific tools.
  • It'd be nice to have more granular control over the AI's features/customization of the system
  • Improved agent efficiency led directly to our ability to move faster with less people, saving the cost of at least 2 additional head counts.
  • Training times have also gone down as analytics are easy to use and quick to be received.

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

7.4
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
7
Predictive dialing
8
Interactive voice response
7
REST APIs
8
Call scripts
9
Call tracking
8
Multichannel integration
5
CRM software integration
4
7.1
Inbound call routing
4
Omnichannel inbound routing
7
Recording
7
Quality management
7
Call analytics
9
Historical reporting
6
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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