Item: Dialpad Connect
Rating: 10
Author: Verified User

Overall Satisfaction with Dialpad Talk

Use Cases and Deployment Scope

We use Dialpad Talk throughout the entire organization. We implemented this to keep better track of all conversations and to use a system that was able to be implemented through Service Titan, which we rolled out recently as well. We use this not only for speaking and tracking customer conversations but also, for inner office communication. We went live with this program 26 hours ago and thus far has been fantastic. Very few kinks to work out so far! Definitely grateful for that

Pros and Cons

Pros

Call recording
Ease to transfer to anyone anytime
Ease of use ANYWHERE not just at the office

Cons

The only complaint I have had is customers tend to hear some weird background noise I cannot hear.
Sometimes when attempting to transfer the call is sent to my voicemail accidentally.

Most Important Features

Call recording
Individual phone numbers
Ability to control each persons hours of availability
Clear audio between customers and employees

Return on Investment

None yet

Key Insights

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

Yes

Are you happy with Dialpad Connect's feature set?

Yes

Did Dialpad Connect live up to sales and marketing promises?

Yes

Did implementation of Dialpad Connect go as expected?

Would you buy Dialpad Connect again?

Yes

Other Software Used

Podium

Likelihood to Recommend

I believe this integration would be fantastic for any company that wants to record calls, transfer inner office with ease, or has employees (such as myself) that often work remotely, as I can set up Dialpad Talk on my personal cell, use my cell service and choose the hours I am active. This program is very dedicated to making the transition easy and learning to use it is also relatively easy. There [are] so many benefits I still have to learn as again we are 26 hours in! So I am sure I can review again in a few months and give much better examples!

Using Dialpad Talk

Users and Roles

20 - Answering incoming calls of customers that are looking to set up service/sales calls Making outbound calls to potential customers [to] inner office communication both text and call features!

Support Headcount Required

3 - Basically, 3 of us, are focused on training and learning all the features of Dialpad Talk and sharing/teaching to other employees although we all do work together to learn~

Business Processes Supported

Call recording
Outgoing calls
Ease of use with Service Titan

Innovative Uses

Still new! Sure we will work some out soon

Future Planned Uses

Again, still really learning all the benefits that we can use!

Likelihood to Renew

As of now, the way this system allows us to call each other, text each other (inner office) as well as communicate with customers while being fully integrated with our CRM (Service Titan) has made everything so much easier for everyone. Thus far, I am super thrilled with the ease of use, integration and all the reasons we chose Dialpad Talk are working great

Evaluating Dialpad Talk and Competitors

Products Replaced

Key Differentiators

Price
Product Features
Product Usability
Product Reputation

We really needed to choose something that would be quick to adapt to as we are very busy on a daily basis, We needed something that everyone would be able to use and set up personal settings quickly and without trouble. We needed something that different people could use on personal devices if need be [like] a few of us often work from remote locations or homes. Most importantly, we just incorporated Service Titan and this had to work well with that. Which Dialpad does all of the above.

Evaluation Lessons Learned

We wouldn't, we are very happy with the way we went through everything and learned a ton about Dialpad Talk prior to choosing.

Dialpad Talk Support

Support Rating

The original date for roll-out, was unable to happen because there was an issue finding our existing phone lines to port them... The only reason I gave a 9 is [that] the original person we have been working with, Rolled out phones. Pro without telling anyone and then went on vacation, I only say this to explain that there is a gentleman that took over to help us named Brett and he was FANTASTIC! He allowed a ton of calls and answered all of them, walked us [through] settings, profile set up, and even emailed screen shares so we could help other members of our team! Thanks so much, Brett you ROCK~

Dialpad Connect Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success	None

Premium Support

I believe so, and this is pertinent to ensure we get the proper support.

Bug Resolution

Exceptional Examples of Dialpad Connect Support

When we were rolling out, again the tech we had been working with that could not find our existing phone lines to "port" them over rolled us out without telling us and then went on vacation. Brett stepped up and helped us all the way through, provided his direct number and email in case we needed something, and was just fantastic.

Using Dialpad Talk

Usability

This is an easy-to-learn, easy-to-use program. Having Brett help us with the rollout was so helpful. Steps for getting started are relatively self-explanatory and if not, we were able to get immediate assistance to help guide us.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Profile setup
Call transfer
Dialing and answering calls
Voicemail setup and retrieval
Setting it up on my personal cell so I can use it anywhere!

Difficult Tasks

None yet!

Comments

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