Dialpad Implementation at LAB21BV Netherlands
May 05, 2022

Dialpad Implementation at LAB21BV Netherlands

Giang Quach | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Talk

Dialpad is now our main
ACD (cloud) system. We use it for our complete customer support department (HQ)
and 14 sales showrooms across the Netherlands. Customers call our main line -
go through our own configured IVR and are distributed to our different
departments or showrooms. We currently use softphone configuration, combined
with Jabra headsets - but will also install desk phones as well within our
showrooms within short notice. We use Dialpad for all our inbound and outbound
telephony needs, internal communication where we call each other, and use chat
functionalities that are present within the system. We use the mobile app when
we are out of the office or on the way to clients. Additionally, we use business
analytics to understand and analyze our incoming and outgoing volumes and to
measure other typical call center types of statistics.
  • Consistent performance and call quality
  • Highly configurable to adjust to needs
  • Outstanding support during implementation
  • Transcription in Dutch language (but seems they are already working on it)
  • ACD system (Cloud based)
  • Open API
  • Own configurable IVR and settings
  • Business Analytics
  • Better functionalities in setting up the ACD system - positively impacting customer experience
  • Better transparency in figures and statistics, enabling us to improve our services better

Do you think Dialpad Ai Voice delivers good value for the price?

Yes

Are you happy with Dialpad Ai Voice's feature set?

Yes

Did Dialpad Ai Voice live up to sales and marketing promises?

Yes

Did implementation of Dialpad Ai Voice go as expected?

Yes

Would you buy Dialpad Ai Voice again?

Yes

Generally about the
tool, we are very pleased with all the functionalities, options, dashboards, and
the power to configure and manage the tool. I have a background in the BPO
business and KPI wise I can get pretty much all information I would need to
steer. With regards to functionalities, we feel very properly equipped with a
state-of-the-art system. The quality of phone calls is good and consistent and
the support from the Dialpad team is outstanding. One small remark: This is
based on a scenario where the scale is relatively small (40 licenses only) and
therefore I cannot talk about implementation at a bigger scale.