“Answering’ Calls, and a Writin’ Reviews”
December 29, 2021
“Answering’ Calls, and a Writin’ Reviews”

Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Dialpad Talk
I use Dialpad Talk every day at my job. I am responsible for answering calls for the Admissions, Records, and Financial Aid departments. Dialpad Talk helps us keep up and manage our tremendous amount of calls in a day. It divides the calls evenly among the available agents, as well as keeping up with our missed calls that we need to return. It also lets us see a live transcript of our current call, which is helpful depending upon the caller’s phone quality or if they have a strong accent. Dialpad is a great tool for call centers all around.
Pros
- Manages the calls that need to be returned.
- Sends a recording of the voicemail to the correct email so an agent can review it and call back.
- Allows you to transfer to a certain agent if necessary. This is helpful because sometimes certain agents deal with certain callers because they know the caller’s history and needs better.
Cons
- Dialpad does knock an agent that is Available Off Duty sometimes. This causes a “Missed Call” to come up on our record, which is not great.
- Sometimes the live transcripts in Dialpad are incorrect.
- It will only let you transfer calls to people inside the system. A feature that allows to you to dial outside your agency would be nice.
- Dialpad will sometimes drop the calls randomly.
- The ability to transfer the call to the Switchboard Operator.
- The ability to transfer to our boss and other agents if needed.
- The alert that lets you know that you are talking too fast.
- It has allowed us to handle a large call load, which helps our team with our goal of increasing enrollment.
- It allows to answer for 3 (or more if needed) departments.
- It gives us a record of how agents are doing, which is helpful when our supervisor reads our stats at meetings with other departments.
Do you think Dialpad Connect delivers good value for the price?
Not sure
Are you happy with Dialpad Connect's feature set?
Yes
Did Dialpad Connect live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Dialpad Connect go as expected?
Yes
Would you buy Dialpad Connect again?
Yes
Comments
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