Office or Home, Dialpad Contact Center allows for seamless connection to customers and colleagues
June 24, 2021

Office or Home, Dialpad Contact Center allows for seamless connection to customers and colleagues

Justin Giffin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Dialpad Contact Center

Dialpad Contact Center is being used across our organization, between our support departments, engineering departments, and our call centers. We have employees all over the world that need to be able to connect to other employees in other offices and with many of our employees home-based, Dialpad makes it easy for us to be able to connect to everyone without the need for a VPN connection to the office or a real phone!
  • Allows for seamless connection to our customers
  • Allows users to be anywhere in the world on any device to make a receive a call
  • Integration with Salesforce allows for easy data and contact connections
  • [I feel] it could use a better dashboard for call tracking for users
  • Statistics for end users, not just supervisors, so that users know how they are doing
  • Salesforce integration is great, but it would be nice to be able to connect to actual records, not just contacts
  • Less equipment to purchase, means more up time and low maintenance
  • With no VPN required to an office, Dialpad is easily deployed out in the field around the world
  • Missed a call? The voicemail will dictate and send an email with the voice and the text.
8x8 was one of the first systems that I used with virtual hosting. The downside of this, you still had to have a physical phone and still have to have a VPN to the office, as they had to have a relay to our location to connect to their servers.

Do you think Dialpad Contact Center delivers good value for the price?

Not sure

Are you happy with Dialpad Contact Center's feature set?

Yes

Did Dialpad Contact Center live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Dialpad Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy Dialpad Contact Center again?

Yes

The Okta Identity Cloud, Datadog, Microsoft 365 (formerly Office 365)
From years of using different hosted services with Cisco phones, that require either a VPN to the office or another hardwired line for connection and no ability to use your mobile device as a phone, Dialpad answers all of those issues and makes it pretty easy to connect without any delays.

Dialpad Contact Center Feature Ratings

Agent dashboard
3
Validate callers
7
Outbound response
7
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
8
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
4
Multichannel integration
Not Rated
CRM software integration
6
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated