Item: Dialpad Ai Contact Center
Rating: 8
Author: Ryan Mays

Use Cases and Deployment Scope

We use Dialpad Contact Center to contact potential clients for our financial services products. It's VoIP capability is incredibly useful as is it's desktop application interface. It removed the chronic problems with traditional VoIP phones and gave our employees the flexibility to make calls from their cell phones using the Dialpad app.

Pros and Cons

The ease of use and integration into our local IT infrastructure
It improved business process agility especially for the work from home agents
It improved our customer relations/service with fewer dropped calls
It gives managers better reporting capabilities and call usage statistics

We've had a few problems with Dialpad when agents are using wireless headsets
It can sometimes be slow to load when at peak times during the day
The call volume over time dashboard analytics could use some tweaking

Return on Investment

Product functionality and performance has been better than advertised
Dialpad's strong services expertise has caused less downtime and more productivity
More calls means more potential for revenue growth and that has major ROI impact

Alternatives Considered

RingCentral MVP

Cost, breadth of services, customer support, flexibility in reporting and analytics, less downtime and more productivity. It has just about everything we need in a contact management software. The call center live dashboard is customizable, the call history is in real time and the stability is exactly what we needed as an organization.

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

Outreach, Salesforce CMS, Google Chat

Likelihood to Recommend

From a cost management vs efficiency perspective it just makes sense. It gives managers flexibility in a cloud-based call center environment to remotely manage their team's daily time management and allows easy merge when pulling 3rd parties into existing calls. Dialpad may not make sense to the smaller more traditional call center environments where more time is spent on admin work and less time is spent making/receiving calls. If an individual user is making or receiving less than 20-25 calls per day then cost vs. ROI may not make sense.

Users and Roles

150 - eCommerce Sales, Cross Sell, Business Development, Payroll, Client Services, etc.

Support Headcount Required

Our internal IT department supports the Dialpad Contact Center application. They need experience with internet telephony specifically Voice Over IP support and troubleshooting capabilities.

Business Processes Supported

Less downtime
Better integration features with other software applications
Noise cancellation capabilities and crisper conversations

Innovative Uses

Creating our own reporting analytics
Ability to manipulate our IVR menu more easily
Application of filters when searching for calls

Future Planned Uses

We need to begin tracking service levels
More insight into calls in queue and wait time durations
Emphasizing use of status (available, in a meeting, do not disturb, etc.)

Likelihood to Renew

I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.

Great VoIP Solution for Large to Midsize Sales Organizations!

Overall Satisfaction with Dialpad Contact Center