Implementation of a new phone system as smooth as you could ask for
December 01, 2025

Implementation of a new phone system as smooth as you could ask for

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

Overall Satisfaction with Dialpad Connect

so much more functionality than with our physical cisco system. the update to cloud VoIP was crucial and Dialpad fit the bill.

Pros

  • AI recap and transcription
  • channels to communicate across teams
  • visibility into call reporting / activity

Cons

  • transferring voicemails/messages happens outside of Dialpad via email
  • SMS implementation is too complicated
  • MS Dynamics CRM doesn't work as promised, and support is limited
  • easier to see user availability is great!
  • customizing department operator functions - can add/delete/inactivate people dynamically
  • conversation history - great training tool to improve customer service
  • messaging between users - great for when both are occupied on calls
most everything works as expected, some exceeded expectations. We're struggling with SMS capability outside platform and MS Dynamics integration not working as specified. AI recap is a big plus!
support and implementation, as well as sales presentation were very professional. we needed a simple system - the other competitors (Spectrum and local vendor 101Voice) did not seem to know our needs or have a good product.

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?

No

Did implementation of Dialpad Connect go as expected?

Yes

Would you buy Dialpad Connect again?

Yes

The ease of implementation; ours was expedited due to end of life of Cisco system; the Dialpad team went into action and resolved quickly. Where there could be improvement is discovery of what us as a customer needs before promising functionality with a few features (CRM integration, SMS messaging, transfers inside of Dialpad)

Dialpad Connect Feature Ratings

10.0
Multi-level Interactive Voice Response (IVR)
10
Directory of employee names
10
8.7
Answering rules
10
Call recording
10
Call park
10
Call screening
10
Message alerts
10
Business SMS/External Messaging
1
Voicemail Transcription
10
10.0
Mobile app for iOS
10
Mobile app for Android
10
10.0
High quality audio
10
High quality video
10
8.0
Meeting initiation
8
Record meetings / events
8
6.0
Desktop sharing
6
Online Events Collaboration ()
Not Rated
10.0
User authentication
10
6.3
Centralized communications management
10
Team messaging
5
Team document sharing
5
Call and meeting analytics
5

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