Dialpad Talk is a solid choice for small business
November 09, 2021

Dialpad Talk is a solid choice for small business

Matt Halleck | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Dialpad Talk

Dialpad [Talk] is being used by our company primarily to take service calls. We are Roto-Rooter of Northern Michigan and offer a handful of services from septic tank pumping to drain cleaning to large residential or commercial plumbing jobs. We use Dialpad [Talk] to route incoming calls to the dispatchers who create jobs in our systems and assign them to technicians. We use Dialpad [Talk] across a few departments. The majority of our Dialpad [Talk] usage is by the dispatchers. Additionally, our one-manned Human Resources department also uses Dialpad [Talk]. Business problems that Dialpad [Talk] helps us navigate through would be the routing of calls during business hours and the routing of calls that don't happen between our open business hours. We offer 24/7 service. After business hours, we use Dialpad [Talk] to route calls to our on-call technicians' cell phones. When No one answers the phone, we use Dialpad [Talk] to collect messages from incoming calls and then send them as emails to the appropriate people here in the office.
  • Easy setup and management
  • Works with desk phones, cell phones, headsets on computers...
  • Voice Intelligence. This works amazingly well after using it for a period of time and allowing it to learn and improve itself.
  • I would like to see more configuration options with desk phones. Right now, I can add a phone by entering in the device-specific provisioning server and then thats it. I then have the option to remove it. I want more!
  • As an admin, Id like to be able to login to each of my users' accounts and make sure settings are correct vs having to walk over to their computers or asking them for their login info.
  • Some sort of application self checker. What I mean by this is I have some users using the desktop app, some not using it and some using a combination of both. Since there are multiple options for a user to accomplish the goal of taking calls, it would make sense to me to have the app actively check for all simultaneous instances of Dialpad [Talk] running and make the suggestion to use one or the other or even link you to the place you should be. This may be a unique situation to us as we are using Dialpad [Talk] as an integrated service in our dispatching software.
  • Routing calls between business hours and after hours
  • Versatility - We can answers phones at our desks on our desk phones and we can walk away but still answer the same call on mobile phone.
  • Stability - As long as the internet is freely flowing, so are the phones.
  • No hard numbers to report. The cost is comparable to other similar services.
  • GoToConnect (formerly Jive)
Dialpad [Talk] is much easier to understand and configure from an admin standpoint. One thing that Dialpad [Talk] does not have that GoToConnect does have is the ability to create DialPlans. These dialplans are very customizable. I wish DialPad had DialPlans. To be honest, GoToConnect seems to cost less per user but Dialpad [Talk] is much easier to deploy and get employees on board using it. Dialpad [Talk] also is also directly integrated into our dispatching software which is something that GoToConnect is not.

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?

No

Did implementation of Dialpad Talk go as expected?

Yes

Would you buy Dialpad Talk again?

Yes

This question feels heavy on one side and light on the other. What I mean by this is I can think of many scenarios where Dialpad [Talk] would be useful - well suited. I can't think of many scenarios where Dialpad [Talk] would not be a viable option. I mainly work for small businesses in the Northern Michigan area. I've consulted for, worked at, or done work for many businesses in the area and I can't think of one of these businesses that wouldn't have a more pleasant time using Dialpad [Talk] vs whatever system they are currently on.