user of Dialpad
March 25, 2025
user of Dialpad
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Dialpad Connect
We use Dialpad as a call center phone system. We use an IVR to help route the calls to our agents. I also have fallback call options set up so that any missed calls go to an overflow department that can answer calls in the event we're under-resourced. I also use Dialpad as our primary texting interface with customers.
Pros
- very customizable to whatever your needs are
- connections are always solid and rarely if ever have dropped calls
- I like the transcripts and ability to share links to recordings
Cons
- There's no way to search for text messages in the history section
- It's hard to get consolidated data on how a call was handled. For example if a user calls in and it goes to department A and one rep misses it then it's transferred to department B and someone answers it, it should up in the data as 1 missed call and 1 answered call, so a 50% answer rate. But it's impossible to get a view of answer rates from that one call's perspective, which would be answered 1/1 or 100% answer rate.
- it would be nice if we could collaborate in the dashboard internally somehow. Like a consolidated view of a customer with all the conversation and call history instead of it being split across lots of different departments. OpenPhone does this really well.
- Saved money by having a relatively robust solution
- better call flow customization
I'd say Dialpad was similarly priced but had more features. OpenPhone was the best in terms of usability.
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
Comments
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