Dialpad offers great value for a growing team
Updated September 11, 2024

Dialpad offers great value for a growing team

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Voice

Dialpad Talk is a reliable telephony provider that provides clear analytics and record keeping of all calls that allows me to stay on top of team productivity and coach based off what I see via metrics as well as call recordings. I have yet to experience any downtime or issues with the product in the 1.5 years I've used it.

Pros

  • Reliable telephony
  • Solid analytics
  • Call recording

Cons

  • Recordings for all calls, not just some
  • Ability for users to do more with generic permissions
  • Metrics tracking
  • Call recording
  • Productivity tracking - folks are more inclined to do more outbound work when benchmarked against peers
It's easy enough to use, there are some bugs here and there but it's still a great product.

Do you think Dialpad Connect delivers good value for the price?

Yes

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?

Yes

Would you buy Dialpad Connect again?

Yes

Well suited: general call tracking for a moderate - large sized team. QA using call recordings for coaching and posterity metrics tracking Less appropriate: small teams companies with very little phone traffic

Dialpad Connect Feature Ratings

6.0
Directory of employee names
6
5.9
Answering rules
5
Call recording
5
Call park
5
Call screening
7
Message alerts
8
Business SMS/External Messaging
5
Online Fax
8
Voicemail Transcription
4
6.0
Mobile app for Android
6
7.5
High quality audio
8
High quality video
7
8.0
Calendar integration
9
Meeting initiation
7
Screen Sharing ()
Not Rated
Online Events Collaboration ()
Not Rated
Online Events Security ()
Not Rated
8.3
Centralized communications management
8
Team messaging
9
Team document sharing
7
Call and meeting analytics
9

Using Dialpad Ai Voice

1 - Customer Success
1 - Supporting Dialpad Ai Voice requires individuals with a blend of technical and customer-centric skills. Key roles include IT specialists for system integration and troubleshooting, data analysts to interpret call metrics and insights, and customer success or support teams to ensure users are leveraging the platform effectively. Strong communication skills, familiarity with cloud-based communication tools, and an ability to work with AI-driven technologies are essential for success in these roles.
  • Improving customer interactions through real-time transcription
  • Using analytics to enhance team performance and decision making
  • Streamlining internal communication with searchable call summaries
  • One unexpected way we've used Dialpad Ai Voice is for training and development by analyzing real-time transcriptions and sentiment data to coach team members more effectively.
  • We've also leveraged it to identify recurring customer issues through call summaries, allowing us to proactively address concerns before they escalate.
  • Additionally, the platform has helped us optimize our workflows by revealing patterns in customer interactions that inform process improvements.
  • In the future, we could use Dialpad Ai Voice to enhance personalized customer outreach by analyzing past interactions for tailored follow-ups.
  • We might also integrate it further with CRM systems to automate data entry and improve workflow efficiency.
  • Leveraging sentiment analysis more deeply could help us refine our customer service strategies and provide even more targeted coaching for our team members.
The platform’s real-time transcription, sentiment analysis, and robust analytics have been integral to improving both customer interactions and internal workflows, making it a valuable tool for our operations.

Evaluating Dialpad Ai Voice and Competitors

Not Sure
  • Other
The most important factors in our decision to purchase Dialpad Ai Voice were its real-time transcription and sentiment analysis features, which enhance customer interactions, and its advanced analytics, which provide actionable insights for improving team performance. The platform's ease of use and integration with existing tools also played a key role in our decision.
Nothing comes to mind at the moment.

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