Item: Dialpad Ai Contact Center
Rating: 9
Author: Justin Giffin

Use Cases and Deployment Scope

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!

Pros and Cons

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

Return on Investment

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.

Alternatives Considered

8x8 Contact Center

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.

Key Insights

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Dialpad Ai Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy Dialpad Ai Contact Center again?

Yes

Other Software Used

The Okta Identity Cloud, Datadog, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

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.

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

Overall Satisfaction with Dialpad Contact Center