Works as promised but must spend more for the more useful features
June 26, 2025

Works as promised but must spend more for the more useful features

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

Overall Satisfaction with Dialpad Connect

We use Dialpad Connect to send and receive messages from our staffing agency's clients in Australia. These comms involve everything from urgent flagging of emails we sent to clients asking for urgent callbacks.

Through the unlimited calls and SMS paid add-ons, we don't have to worry about running out of credits and waiting for our Accounts person to assist with the concern.

Moreover, since it's installed on our mobile, it feels like a built-in phone feature.

Pros

  • Add-ons are actually value-adding at affordable rates
  • Client onboarding and setup comes at every plan
  • It's easy to learn and intuitive. No learning curve for our entire team.

Cons

  • More affordable voicemail feature
  • Higher customer happiness level from our clients, who feel looked after because they can get as many direct phone callbacks and SMS they want from our support team.
  • Since switching to the unli SMS add-on, 83% savings in monthly call/SMS credits compared to our old Twilio + CRM pay-as-you-go credits.
It's cross-platform, quick to load, easy to navigate around once their onboarding team has configured the system, and it simply works as advertised. And if there's something we don't know, they have excellent support documentation, plus a readily available live chat support team who are all well-versed with the product.
Dialpad Connect was much easier to set up (Twilio's regulatory bundle approvals are inconsistent-- the documents I sent them using our account were rejected, but were approved using the same documents when I applied for a phone number from Close CRM's Twilio integration).

Also, less technologically complex than Twilio. And the tech features we do need can be addressed by Dialpad's Zapier access (available at a certain package tier, which might not be ideal for other orgs with less budget)

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

No

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

It's well-suited for a non-tech savvy org that would like features to be set up on their behalf, fast. It's got onboarding and responsive live chat support (as well as a phone support, but we haven't tried that yet).

Not for the budget-constrained business. Lots of the nicer features are behind a paywall.

Dialpad Connect Feature Ratings

Not Rated
Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Not Rated
Directory of employee names
Not Rated
10.0
Answering rules
Not Rated
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
Business SMS/External Messaging
10
Online Fax
Not Rated
Voicemail Transcription
Not Rated
10.0
Mobile app for iOS
10
Mobile app for Android
10
10.0
High quality audio
10
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
7.0
Centralized communications management
Not Rated
Team messaging
Not Rated
Team document sharing
Not Rated
Call and meeting analytics
7

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