Item: Dialpad Ai Voice
Rating: 10
Author: Verified User

Overall Satisfaction with Dialpad Talk

Use Cases and Deployment Scope

Due to the pandemic, our organization moved towards working remotely most of the time. DialPad Talk has been a great solution and added features like call transcription are a big plus especially if you call in to customer support - instead of writing out the instructions you can just copy & paste what they told you and refer back to it for the future.

Pros and Cons

Pros

I can make calls through the app & the caller ID shows my office line - I can toggle between the main business line and my direct line.
It keeps all of my voicemails & transcriptions in one place.
The desktop login allows me to access everything as well.

Cons

I haven't really found things that I think need to be improved but I haven't tried using the eFax yet so I'm not sure how that will work.

Most Important Features

Call Transcription
Caller ID masking
Auto receptionist - callers are able to make selections for what department to be directed to.

Return on Investment

Employees don't have to give out personal cell phone numbers
Calls are being answered more and missed calls being returned more promptly

Alternatives Considered

Spectrum Business (part of Charter Communications)

DialPad Talk is the only service of this type we have ever used but we chose them because they had the lowest start up fees and the shortest contract so we wouldn't be locked in long-term if we didn't like it.

Key Insights

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

Other Software Used

Dropbox, Microsoft Excel, QuickBooks Desktop Premier

Likelihood to Recommend

Dialpad Talk works really well if everyone if the organization is willing to use their smartphones. I assume that they have a solution for using it at a desk phone as well as your smartphone but that is not an option we explored as our entire staff prefers using their own devices.

Using Dialpad Talk

Users and Roles

8 - Public service

Support Headcount Required

1 - We have one point person that researched options and implemented; feedback on the process was positive.

Business Processes Supported

Innovative Uses

Future Planned Uses

Likelihood to Renew

As long as they don't raise prices unexpectedly we will continue to use.

Evaluating Dialpad Talk and Competitors

Products Replaced

Yes - We replaced traditional land lines because our workforce has migrated to mostly working remotely. Dialpad Talk allows us to easily add users if needed.

Key Differentiators

Price
Product Features
Product Usability

Not being locked into long contracts, not paying high start up fees, and having the product work as advertised.

Evaluation Lessons Learned

Would do the same.

Dialpad Talk Implementation

Implementation Rating

Everything went as expected with no issues.

Implementation Details / Implementation Partner

Implemented in-house

None

Dialpad Talk Support

Support Rating

They responded timely.

Dialpad Ai Voice Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Quick Initial Response	Support doesn't seem to care

Using Dialpad Talk

Usability

It works as expected.

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