Let's talk about Dialpad Talk!
January 26, 2021

Let's talk about Dialpad Talk!

Jonatan Serna Higuera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Dialpad Talk

Dialpad Talk helps all our departments communicate, not only via phone, but chat, and has a lot of features and apps that we can integrate. We use it on our desktop computers, laptops, tablets, smartphone, and more, and you can receive notifications on any and/or all devices, so we would never miss a call or a message. Beyond that, Dialpad Talk is such a nice app [that requires] less effort on customer's end.
  • Recordings- Dialpad Talk has a great feature that we can customize and allows us to analyze every interaction.
  • AI Transcription- Dialpad also identifies [which] words are being used during the calls, and lead us to a better logging of each call.
  • Dialbot- It is a bot that helps you when something is requiring your attention. As a supervisor, this a tool that I use every day.
  • Notifications- We would like to have more control on external devices about how notifications can be prioritized.
  • Groups- We would like to have more tools when creating groups of agents in Dialpad (tools that allow us to personalize it).
  • Moments- We would like to have more control about what Dialpad identifies as a "moment" during a call, so we can adjust few of them.
  • Quality- With this app we can secure our quality level, always being on top of every interaction and never missing possible behaviors than [need to] be addressed in a timely manner.
  • Flow- During the calls, we have some cards that remind our agents what to say and what to do when a specific word is mentioned.
  • Immediate assistance- As supervisors we use the option to listen on live every possible negative interaction and work it out immediately.

Do you think Dialpad Talk delivers good value for the price?

Yes

Are you happy with Dialpad Talk's feature set?

Yes

Did Dialpad Talk live up to sales and marketing promises?

Yes

Did implementation of Dialpad Talk go as expected?

Yes

Would you buy Dialpad Talk again?

Yes

Front, Microsoft 365 (formerly Office 365), McLeod LoadMaster
Dialpad can be used in either a small or huge company, any which not only requires a call center app but also helps you to analyze and detect some behaviors that might need to be addressed. I would not recommend it if you are only wanting to use it for calls, because it has a long list of features that you can [also] take advantage of.