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Dialpad is good but could be Great!
October 17, 2022

Dialpad is good but could be Great!

Jan Tillman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Talk

We use it to interface with trade software for a call center.
  • Allows for tracking of callers.
  • Assists in rating employee performance.
  • Gives analytical data for reporting.
  • Needs to integrate with Service Titan so that Voice Prints/call recordings are also stored in Service Titan rather than just being stored in Dialpad.
  • Protects that Dialpad user against the numbers being so easily marked as spam.
  • Should make the Caller ID with the business name that is listed in Dialpad visible to persons that you are calling. Why have the ability to put in a caller ID if the call recipient doesn't see it?
  • Caller ID
  • Ability to shadow/barge calls in the call center but we would love those same features to be available when using the department format.
  • AI is awesome but keep improving it!!
  • We have lost business due to lag between businesses using the Service Titan/Dialpad integrated system with our free-standing Dialpad software. We have had both Dialpad and Service Titan experts working together without the ability to remedy the situation satisfactorily.
  • We love the ability to clearly listen to calls recorded after the call however would greatly benefit from being able to barge calls in the Department set up as well as the call center.
  • We need to be able to use Dialpad successfully with others who are not in the USA. Our business has suffered because of the connectivity issues with Dialpad even when networks are strong.
Even with all the issues noted that we would like Dialpad to improve, it is so much better than our previous experience.

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

Not sure

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

Yes

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

No

Did implementation of Dialpad Ai Voice go as expected?

No

Would you buy Dialpad Ai Voice again?

Yes

Thank you for the opportunity to give feedback. We rely on Dialpad for our business and would certainly benefit from the suggested improvements such as making the Caller ID available to call recipients, guarding Dialpad numbers against being marked so easily as spam, and allowing immediate transfer of Voiceprints/call recordings to Service Titan so that they are not solely stored in Dialpad when using a free-standing Dialpad system. Another huge area that give us better productivity in the workplace would be having the same ability to use call shadowing and barging in Departments as your system allows in the use of a Call Center. I am available for further discussion as necessary!! Please listen to your customers!!