Great addition to any company trying to scale productivity and growth!
September 21, 2024

Great addition to any company trying to scale productivity and growth!

Miguel Medrano | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Contact Center

We have an offshore call center with 8 agents, another 4 agents who work remotely and hold our headquarters in Texas with another 12 team members. We have been able to seemlessly connect across the organization and have improved both our inbound and outbound call quality and response time. Our onboarding process has been simplified and we have been able to easily scale our team. We are now able to have analitycs for our calls as well as great reporting visibility. We can now use this data for our recruting, sales, marketing and budgeting efforts. It has had a great positive impact on our company.

Pros

  • Conversation Summaries
  • Live Dashboard Monitoring
  • Reporting
  • Visibility
  • CRM Integrations
  • Ease of use and configuration of Phone System
  • Customer Service is Top Notch

Cons

  • Ease of User License Transfer
  • Ease of adding features with out contacting Sales Representative
  • Some menu options seem to hide in the Admin section and you have to hunt for them or visit the helpcenter to reach the setting through a link.
  • Decrease of after call work
  • Better coaching and evaluating agents
  • Decreased onboarding time
Dialpad has better reporting, great visibility, better user friendliness and great CRM integrations for our agents.

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

A company who wants to scale and virtualize their call handling team, be it sales, customer service or internal and external communication and have extra perks like analytics, recordings, ease of use and onboarding whould be a perfect candidate for Dialpad. Having your call data can really guide your marketing, sales, customer service and operation KPIs. Real eyeopenner.

Dialpad Support Feature Ratings

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

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