Item: Dialpad Ai Voice
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our small company receives a lot of phone calls, over 3000 per month. We have a very small staff that handles these calls, so directing them to where they need to go is extremely important. Dialpad call routing has helped us streamline the incoming call process, and easily manage the group memberships of the call routing groups. I also really appreciate the detailed call journey information that is automatically saved for every call. The analytics can also be useful.

Pros and Cons

Reliability, - we have never experienced any sort of outage or downtime with both the Desktop app or the Mobile App
Call logging - we love the voicemail to text notification
Ease of use - I dont really need to give any training to a new user, the software is really intuitive

I wish the admin interface was different. I think the menus are not intuitive
The voice to text doesn't always translate the Voicemails without errors
I wish the incoming call routing setup was more intuitive, or there was a better visual representation of what the call routing looks like within the admin area

Alternatives Considered

RingCentral Contact Center

Compared to the competitors, Dialpad AI Voice seems to have good accuracy across various accents and languages, but I have not tested others extensively. Our company selected Dialpad AI Voice for its features, adaptability, and integration within our broader ecosystem

Key Insights

Do you think Dialpad Ai Voice delivers good value for the price?

Yes

Are you happy with Dialpad Ai Voice's feature set?

Yes

Did Dialpad Ai Voice live up to sales and marketing promises?

Yes

Did implementation of Dialpad Ai Voice go as expected?

Yes

Would you buy Dialpad Ai Voice again?

Yes

Likelihood to Recommend

Our customer service persons are grateful for the transcription of spoken conversations. The ability to access the transcribed dialogue can be extremely helpful too. In situations where nuanced human understanding and empathy are paramount, such as delicate counseling sessions or negotiations requiring intricate emotional intelligence, Dialpad AI Voice may be less appropriate, there may be data privacy and confidentiality concerns as well. We have not had too many scenarios where this is a problem. Examples are legal consultations or personnel discussions.

Dialpad Review

Overall Satisfaction with Dialpad Ai Voice