Couldn't have made a better choice
August 25, 2021

Couldn't have made a better choice

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

Overall Satisfaction with Dialpad Talk

We use Dialpad Talk for both internal and external communications. It is used across most of the organization, from Customer Service and Business Development to the company owners themselves. We use it in various ways, for example:
  • We can keep a written and audio record of every call made and received by each of our agents using the Voice Intelligence feature.
  • When reviewing transcripts, we can actually assign someone to a certain part of it, which helps a lot when targeting only a specific issue.
  • We also use it as a general and personal CRM by making use of the "tags" asset and by allowing every agent to fill out the info on the contact's name, email, phone number, and company without it being seen by anyone else in the company.
  • By allowing agents to record their calls, we have improved the overall performance because it gives them the opportunity to go back and listen to what they say and figure out a way for them to improve it
  • For coaching and QA, an amazing feature we use the most is the playlist. You can make infinite number of playlists which have a shareable link. This can be shared between many people instead of having to download them.
  • Customer support is super fast and effective
  • Gives an amazing visual overview using charts
  • Allows you to view the full call journey
  • The downloads could include other formats and only download the columns that have been used.
  • One person should be able to make calls using a secondary number with a different area code without losing their primary one.
  • Include all type of admin changes in the changelog
  • Voice Intelligence
  • Coaching Teams
  • Departments
  • Reduced ACD
  • Improved attrition
  • Reduced costs
I personally find Dialpad Talk to be extremely easy to use. At one point we has a large group of agents who weren't tech saavy whatsoever. This had concerned us but after seeing how fast they learned how to use it, mainly because of how user friendly Dialpad Talk is, those concerns went away.

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[Dialpad Talk is] appropriate for a small contact center. For us it has worked very well because some of the features we needed have slowly been integrated, which makes me believe they actually listen to the customers. For analytics itself I see it as still being in diapers, at least for us that run an outbound cold sales contact center. But in general, Dialpad [Talk] is a tool which has helped us keep an overall basic control over when, where, and what out agents are doing.

Using Dialpad Talk

256 - Business Development Agents, Sales, QA, C-level, customer service, team leaders, Verifications, RTA
  • Pipeline related
  • CRM
  • Daily communication