Love Dialpad Connect
Updated June 24, 2025

Love Dialpad Connect

Dena Breier | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Connect

We chose Dialpad Connect as aphone service to contact clients via chat or text. We liked a few feature: 1. Keeps all call logs for future use. 2. transcribes mesages 3. records conversations 4.good forwarding options 5. good agent transfers - if one agent is busy system finds open agent 6. great customer service if any problems arise

Pros

  • transfer to open agent
  • records phone conversations
  • keeps messages & call logs per customer

Cons

  • happy with program
  • - grown in the 3 years used
  • decreased agent wrap up time
  • reduction in average handle time
  • improved note taking
easy to use! In all the different phone programs I have used, this has been the best one overall.
Been many years, as i was in previous job. Travel agency that worked like a call center. But its been 5 years on Dialpad and it functions for us as a call center. But has better options

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

Often clients will relay we did not speak, nor did they receive signature links. Dialpad Connect stores all messages, texts and calls allowing us to clearly show clients we did indeed speak, date and time, particulars. Also love the feature that allows for recording calls. Perfect for teaching and correcting agents

Dialpad Connect Feature Ratings

10.0
Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Not Rated
Directory of employee names
10
10.0
Answering rules
10
Call recording
10
Call park
Not Rated
Call screening
Not Rated
Message alerts
10
Business SMS/External Messaging
10
Voicemail Transcription
10
10.0
Mobile app for iOS
Not Rated
Mobile app for Android
10
6.0
High quality audio
6
High quality video
Not Rated
Not Rated
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Not Rated
Desktop sharing
Not Rated
Not Rated
Live chat
Not Rated
Not Rated
User authentication
Not Rated
Participant roles & permissions
Not Rated
Not Rated
Centralized communications management
Not Rated
Team messaging
Not Rated
Team document sharing
Not Rated
Call and meeting analytics
Not Rated

Using Dialpad Connect

2 - Answer all customer calls, answer all INS & PA calls. Make outbound calls to clients, PA's, Insurance companies.
2 - Need to be familiar with how dialpad works. The texting, messaging, accessing VM, et al.
  • contacting clients
  • ability to text and attach large files when sending
  • live recording of every call
  • note taking
  • saves every contact
  • will grow with my business
  • will have more APP features
Simple. Love Dialpad!

Evaluating Dialpad Connect and Competitors

Yes - talkroute - better phone system with options that are useful to us
  • Cloud Solutions
  • Ease of Use
Honestly, no other way. I asked friends, googled top phone, and chose Dialpad based on features and agent that answered all my questions

Dialpad Connect Implementation

Dialpad Connect Training

  • No Training
I had an understanding of how the program worked as I was part of the decision process. I am also tech savy and learn better at my own pace. I like the fact that Dialpad has both options.

Configuring Dialpad Connect

Just right for this product. Although I am positive your Tech department has more to add
USE ALL FEATURES: call handling, voicemail settings, AI
Some - we have done small customizations to the interface - Easy to use - allows LOGO which is nice
No - we have not done any custom code
n/a

Dialpad Connect Support

Everytime we used this feature, we have had a timely and customer driven assistance!
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
No. Didn't think we'd need it - and we do not.
EACH TIME! Never been let down by Dialpad.

Using Dialpad Connect

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Calling
  • Texting
  • Holding
  • After work messages
  • international calling
Yes - We only use it via Mobile app - love it

Dialpad Connect Reliability

Easy to use with lots of options.
Rare to have power outages - and we're located in FL. Even through major hurricane, I have had serve!
Dialpad Connect's performs well! The pages load quickly, reports complete in a reasonable time frame, and it does not slow down other software or systems integrated with it.

Integrating Dialpad Connect

Relationship with Dialpad

Professional and knowledgeable consultants
professional and knowledgeable
n/a
n/a
Overall program is of average cost. SInce I use it simply for its phone/text capabilities. I would hazard that company that needed more options, might see it differently
Be a professional. Tell them what you need and what your budget is.

Upgrading Dialpad Connect

Yes - smooth minimal down time
  • n/a
  • anything the techs can dream into being
Yes - better options

Comments

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