Revolutionizing Communication: Our Experience with Dialpad Connect
Updated May 02, 2024

Revolutionizing Communication: Our Experience with Dialpad Connect

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

Overall Satisfaction with Dialpad Connect

Our main communication platform for voice, meetings, and call center is Dialpad Connect. Previously, we used a combination of various applications that relied on each other. Since transitioning to Dialpad Connect, we have benefited from having a single, dependable, user-friendly platform that is easy to oversee. As a result, staff morale has improved, and customer satisfaction has increased.

Pros

  • We are highly satisfied with the user-friendliness of Dialpad Connect. Although we dedicated additional time to train and granted early access to allow ample time for acquainting with the system, the majority of users were able to start using it without much guidance.
  • The implementation and support teams have been exceptional. They've promptly provided answers and helped to troubleshoot issues.
  • One comprehensive platform for all needs - voice, meeting and call center - has really streamlined training and helped with adoption.

Cons

  • Users are unable to adjust colors of status indicators. For example, if an employee sets a custom status for Lunch or Out of Office, the indicator remains green like they're still available.
  • Backgrounds for non-video meetings are controlled by Dialpad Connect, so you can't remove or set backgrounds for users.
  • While we can add custom on-hold music, we can't remove audio options that are provided out-of-the-box.
  • It works
  • Call Center - Same Features/Functionality
  • Internal Messaging
  • We have had very, very little downtime since moving to Dialpad Connect. We experienced one minor outage. Their proactive approach to issues resulted in only minimal service interruption.
  • IT Help Desk tickets related to telephony have reduced greatly.
  • Call Center improvements have resulted in higher first-time-call resolution rates and lower average time per call numbers.
Dialpad Connect was an all-inclusive, single-tech stack which was a major pain point for us previously. Having one platform that is not dependent on other systems is a huge bonus.

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

Yes

Are you happy with Dialpad Connect's feature set?

Yes

Did Dialpad Connect live up to sales and marketing promises?

Yes

Did implementation of Dialpad Connect go as expected?

Yes

Would you buy Dialpad Connect again?

Yes

I honestly can't imagine a business vertical where Dialpad Connect wouldn't be well suited. The Dialpad Connect platform is extremely flexible and easy to manage.

Dialpad Connect Feature Ratings

9.3
Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
8
Directory of employee names
10
7.7
Answering rules
10
Call park
6
Call screening
8
Message alerts
6
Business SMS/External Messaging
8
Voicemail Transcription
8
9.0
Mobile app for iOS
10
Mobile app for Android
8
9.0
High quality audio
9
High quality video
9
9.0
Calendar integration
9
Meeting initiation
9
Record meetings / events
9
9.0
Desktop sharing
9
Online Events Collaboration ()
Not Rated
9.0
Participant roles & permissions
9
8.3
Centralized communications management
10
Team messaging
8
Team document sharing
7
Call and meeting analytics
8

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