Item: Dialpad Ai Contact Center
Rating: 9
Author: Mike Monteiro

Use Cases and Deployment Scope

We use Dialpad Contact Center in several of our different high volume Customer Support departments as well as for a lower volume calls to our sales teams. It has extremely helped us be able to be very agile and flexible when we need to make changes on the support side (new messages, hold music, open/close hours, adding agents, routing between different offices and reporting). It has especially helped over the last two years with users working from many different locations, where our previous system would never handle that

Pros and Cons

Agent Help Cards triggered by AI
Dashboards to track stats/volume
Callback feature

If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on.
Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience
Self service options

Return on Investment

People love how easy it is for them to use
It has helped save time and money on training by finding suitable call recordings to review and use with staff
Heatmaps and concurrent calls help forecast staffing needs during the week

Alternatives Considered

Vonage Business Communications, Fuze and Twilio

Vonage does have much more deeper integration with Salesforce (a ton) but, it is very hard to manager and use and needs dedicated resources to pull it off. It also doesn't have as many easily used features for agents.

Twilio is along the same lines of Vonage, but, offers a lot more, but, also requires developers to build out and maintain.

Fuze, when reviewed in the past, didn't stand up with product features or AI advancement.

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of Dialpad Ai Contact Center go as expected?

Yes

Would you buy Dialpad Ai Contact Center again?

Yes

Other Software Used

Slack, Microsoft Teams, AITalent LMS

Likelihood to Recommend

I think Dialpad Contact Center is a great product, that works extremely well for those that don't need any complex routing (ie dipping into Salesforce to decide where to route the call) or don't have a dedicated team that can work on detailed integrations that some other provides offer. It offers a wide range of options out of the box and extremely reliable. It is also very easy to manager and use, so staff without tech experience feel comfortable managing freeing up time of developers and IT teams

Great contact center that offers a ton of value and is easy to use!

Overall Satisfaction with Dialpad Contact Center