Excellent Contact Centre Platform
October 16, 2025

Excellent Contact Centre Platform

Barry Williams | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Dialpad Connect

We are Contact Centre BPO and Dialpad Connect provides the core telephony services for our business.
Dialpad Connect has allowed our business to transition to a cloud environment, provide AI Transcription & Sentiment Analysis, provide enhanced analytics and deliver a comprehensive API service for our business. Dialpad Connect seamlessly integrates with our Call Management Tool.
We have over 400 clients across the APAC region, each with bespoke requirments. We have implemented a contact centre per client, making us a very complex implementation, each client has custom routing rules and configurations.

Pros

  • Agent Management
  • Complex Call Routing
  • Transcription
  • Comprehensive APIs

Cons

  • Cannot configure custom voicemail per DID (within a Contact Centre)
  • Not all UI functionality is addressable via the APIs
  • No SMS in New Zealand
The UI is very powerful and provides simple access to every tool.
Custom API Workflows are a great option when you have complex requirements that the UI does not provide.
Dialpad Connect was able to provide the lowest cost option addressing all our business requirements

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 think that any organisation that wants to implement a comprehensive contact center solution should consider Dialpad Connect as part of their implementation. They have been able to streamline and consolidate our operating expenses.

Dialpad Connect Feature Ratings

9.7
Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
9
Directory of employee names
10
8.3
Answering rules
8
Call recording
10
Call park
10
Call screening
9
Message alerts
5
Online Fax
Not Rated
Voicemail Transcription
8
7.5
Mobile app for iOS
7
Mobile app for Android
8
Not Rated
High quality audio
Not Rated
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
7.3
Centralized communications management
7
Team messaging
8
Team document sharing
Not Rated
Call and meeting analytics
7

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