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

“Answering’ Calls, and a Writin’ Reviews”

Anonymous | TrustRadius Reviewer
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.
  • 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.
  • 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 Ai Voice delivers good value for the price?

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When a caller calls in needing help with enrollment processes, transcript requests, or basic Financial Aid, the system works perfectly ( given the call isn’t dropped). However, if there is a need to transfer the call to a line outside what is programmed into Dialpad [Talk], it can be challenging. We usually have to send the call to our Switchboard, or alert the person for who the call is intended that the call will be coming over the main phone line. This can be challenging because it is contingent upon whether that person saw our message or not. This increases the risk of the call being missed, which means the caller will need to call back.