Item: Dialpad Connect
Rating: 8
Author: Charles Winters

Overall Satisfaction with Dialpad Talk

Use Cases and Deployment Scope

We use Dialpad Talk mainly for making and receiving calls throughout the entire company. When the pandemic hit, we needed to be able to take calls from a variety of different locations and to have an auto attendant to route calls. We started by using a similar company that we were very unhappy with and then switched over to Dialpad.

Pros and Cons

Pros

Auto Attendant is great and easy to use
The App used for making and receiving calls is great
Sends out emails with voicemails in them to all of the operators

Cons

lots of quirks.. seems to be a lot of random problems that aren't addressed quickly enough
Notify users of outages and let them know when outages are repairs
simplify the way that numbers/ offices/ departments and individual users is done. I have been using the service for about 2 years and still dont understand the difference

Most Important Features

the App
the Auto attendant
the admin user face

Return on Investment

Dialpad is not cheap, so it has been very hard for us to determine whether or not we have a good ROI with the service.
We are able to see how many calls are made each day and by whom so it was easy for me to compare one operator who answered nearly 100 calls/ day to another who answered only about 40 calls per day
without dialpad, I'm not sure how we would have been able to route calls throughout the pandemic. Before we had dialpad only one person could have the phones forwarded to them at a time. Now we can all work simultaneously.

Alternatives Considered

Nextiva Business Phone Service

Nextiva was much more confusing and more expensive. IT was nearly impossible for me to make changes to my account or auto attendant. When I saw Dialpad had a more user friendly interface, I switched immediately. We are very glad that we did. Nextiva has been around longer, but Dialpad seems to be more advanced in their tech.

Key Insights

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?

Yes

Did implementation of Dialpad Connect go as expected?

Would you buy Dialpad Connect again?

Yes

Likelihood to Recommend

Dialpad Talk is great if you need to route calls to several different places. You can use the app to make and receive calls and use their backend to route the calls. Dialpad needs to improve their communication skills. We were once apparently hacked as our calls were being routed to another number and the auto attendant said another company's name. When I tried to call Dial Pad their auto attendant said the same thing. I reported the problem, our service was down for a day and half as a result; however Dialpad never gave us any updates along the way or after it was repaired.

Comments

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Dialpad Talk is good for those who needs calls at multiple locations