The Evolution of Contact Centers
February 11, 2022

The Evolution of Contact Centers

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Contact Center

Dialpad was implemented to simplify inbound calls and being able to route them to the appropriate departments within the company. Since it allows the use of multiple call centers, we can create custom-made routes to direct callers to their desired destination without much hassle. They also provide a wide array of metrics and tools that make it easy to monitor agents and performance.
  • Metrics.
  • Call Routing.
  • User Friendliness.
  • Communication between Mobile-Desktop.
  • Set automated availability for agents.
  • Custom ringtones for call centers.
  • Improved connectivity.
  • Reduced waiting times.
  • Improved response times.
Dialpad is the evolution of MiCloud, it does everything MiCloud did and then some and it does it better. The level of flexibility and customization provided by Dialpad allowed us to go to the next level in terms of productivity and interconnection, their interface is user-friendly and provides real-time data to aid in decision-making processes.

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

Overall, Dialpad Contact Center has been a great addition to our tools. We’ve been using it for over a year now with little to no issues. Working from home or from anywhere with your mobile is a huge benefit. the transcription of voicemails is fantastic (although it is still a work in progress). The emailing of voicemails is also great.

Dialpad Ai Contact Center Feature Ratings

Agent dashboard
9
Validate callers
6
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
7
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
9
CRM software integration
6
Inbound call routing
10
Omnichannel inbound routing
10
Recording
Not Rated
Quality management
8
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
8