UCaaS Provider
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls–anywhere, anytime. It brings simplicity to the professional phone experience and some of the world’s most innovative companies use the platform. Dialpad’s products span video meetings, cloud call centers, sales coaching and dialers and enterprise phone systems–and are all infused with the latest AI technologies to help every business make smarter calls. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.
- A Cloud-based Communications Platform
- Deploy In Minutes, Easily Add/Edit Employees
- Voice AI Technology to Transcribe Calls
- Voice, Texts, Video, Meetings on Any Device
Overall
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Call Quality
(4)
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Business Messaging
(4)
-
Video Conferencing
(4)
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File Sharing
(4)
INDUSTRIES
- Tech & professional services
- Finacial services
- Real estate
- Retail
- Construction
- Healthcare
- Legal
- Manufacturing
- Restaraunts
- Churches
- Advertising agencies
- Education
- +13 more!
PRODUCTS
- All-in-one communications
- AI empowered customer service & sales
- Voice Intelligence platform
- Business phone system
- Video conferencing
- Contact center
- Sales dialer
SOLUTIONS
- Small business
- Startups
- Enterprise
PRICING
- Pricing ranges from $0-$95/user/month depending on product package
- 14-day Free Trial
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Started out great. Switched from another provider and saved money. Constantly has small glitches, and in recent days it’s gotten really bad. Bought a toll free number and that had problems. Was told it was fixed but it wasn’t, then it gets “escalated” and I now have to hope they get to it before EOB. For a company that is B2B, they don’t seem to consider what lost time costs their clients. Will be moving service to another carrier ASAP. If your phone number is business critical, look elsewhere.
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I initially signed up for their free…
I initially signed up for their free plan, which was OK for a limited web-based service. I wanted to forward calls to my cell phone, so I upgraded to one of the paid plans that included forwarding. It turned out that wasn’t what Dialpad meant by forwarding, so I was paying for plan that still didn’t do what I needed. I contacted support and they refunded the charges, but they broke my account in the process. Support is only available through chat (and maybe email) but they haven’t been able to fix whatever they broke. I can’t use my old account or signup for a new one.
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When it works Dialpad is simple…
When it works Dialpad is simple, effective and does exactly what we need it to do. However, there are a few reliability issues and the reports section isn’t customisable for our current needs.
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We have a business and originally met…
We have a business and originally met with a rep for Dialpad but when she discovered we would only be needing a small account for now, directed us to the basic plan. Since setting it up we have attempted to communicate with customer service multiple times now, every time receiving a short reply saying they cannot port our phone number over. We have requested to speak on the phone to better communicate and understand the reason for this but never receive a response at that point. Our original cell service provider confirmed that we would be able to port over the number to whomever but it is a dead end on Dialpad’s side. Due to lack of service, communication, and assistance from Dialpad we will be taking our business elsewhere.
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We installed Dialpad for our business,…
We installed Dialpad for our business, and over the course of a week, had nothing but problems with the system. Messages not showing up, individual workstations crashing while in the middle of calls (even with brand new computers), transcriptions unreadable, YOU NAME IT! Support department’s “fix” was to delete the app from workstations and reload…..6 times with the same results. Multiple calls to Support every day, wasting SO MUCH time. This application is not worth the time and effort. Look elsewhere.
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They say they do google contact…
They say they do google contact syncing, but it only works for direct lines. If you are a team, this won’t work for people that call your main number. You will only see the regular caller id for that number.
The WIFI to Carrier switching doesn’t work well, and you can’t disable it.
Support is very soso. There is no centralized place to see open tickets, so you are bombarded with emails, because they are really intaking specialists that ask you to do all the work, and then send you unrelated articles, after about 20 exchanges and 2 weeks.
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We’ve struggled with DialPad….
We’ve struggled with DialPad. Everything was great at first, then we noticed calls we going right to voicemail without ringing. I’ve been through support on this issue 4 times now and it’s still not fixed. They seem to be willing to help, but so far no results. We’ve finally got this upgraded to a higher level of support. Hope something happens soon; I’m tired of apologizing to customers and vendors for missing their calls.
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I once enjoy the service until I an my husband were robbed and he was killed in front of me and I was shot left for dead. They harrased me for payment after being informed by myself first then my mom and other family members. I was charged to bring current and met the agreement arranged by the only rep that dailpad was worth keeping. And on the evening of the 4th of September even though current my services were disconnected and I emailed dailpad Support and billing multiple times and received nothing.back so I am not going to be keeping my company’s doors open an it hurts becaruse I am letting down alot of great Military personnel and their families.due to the dishonorable service ethics of dailpad.
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We’ve been using Dialpad for over a year. When it works, it is just ok. When it doesn’t, support is a real hassle and problems largely go unresolved.
Example is we have an issue where calls put on hold on the polycom VVX-450 deskphones, then picked back up results in the operator not being able to hear the caller and has to tell the caller to call back. Doesn’t happen all the time but when it does, it is annoying. That’s never been resolved. Recently, we come in in the morning and the same phones have had all the manually programmed quick dial numbers deleted. Also, not resolved. I would question the desk phone implementation and their telephony services. The app seems to work better.
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When we first got Dialpad I was over the moon happy. This simplified so many issues we were having with working remotely. It also appreciated their help in set up as well as importing our contacts. Now that I have been using it for over 6 mos I am finding the places that make me less happy. About 80% of times with the calls there is a voice delay which is frustrating. If I want to find a contact I need to type in their name. There is no browse feature. Maneuvering within the app is a bit clunky. I feel like I am forever looking for the chat button. I am not sure I would choose Dialpad again. I am working to make it work which sums up my frustrations.
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From the first interaction with Dialpad, I was promised amazing features and operations. We had 3 experience sessions, in person and over video calls. I was promised SMS and Mobile DID and so much more. It was only AFTER I signed the contract did Dialpad start to backtrack on ALL their promises and told me that actually NONE of the key items are available and can not be delivered. WORST experience ever!!
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Very good service. Very discreet in…
Very good service. Very discreet in making calls. Good texting service calls on wifi come with good quality. The address book is a very good feature of this service. I am very happy that my clients are able to contact me via text or phone. Dialpad has helped our company during the pandemic crisis. All in all very satisfied with the service.
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Excellent support by Edison
Excellent support by Edison, stayed connected until my issue got resolved.
AND YES THE ISSUE GOT RESOLVED.
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Thanks for the quick response on my question. Awesome!
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The more time that passes the more…
The more time that passes the more convinced I am in the excellence of this product. The various features and tools have been instrumental for my work flow and when there is a problem, it is usually swiftly dealt with due to the great support and frequent updates. Overall a great piece of call center software.
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I use Dialpad as my work number. I use…
I use Dialpad as my work number. I use it for texting and calling, and to record my calls. I never have audio issues with it. It’s reliable, though occasionally the recording function doesn’t work. I also with I had an option in settings to toggle the “this call is now being recorded” message on and off.
Pros: Records calls.
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An absolutely amazing and easy to use…
An absolutely amazing and easy to use app. Conveniently have an office line with voicemail that has transcription services and the ability to text clients and coworkers has never been easier. Plus you can use it from your phone, computer, or tablet. Keeping track of clients has never been easier through their contacts and call tracking!
Customer service is top notch too! Our representative reaches out often to tell us about any upgrades and to ask if we have had any issues or are looking for any additional as they want to improve their company based on client feedback.
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We’ve been Dialpad customers for 4…
We’ve been Dialpad customers for 4 years, and have grown from 2 users to over 30. Dialpad is extremely easy to use, set up and administer, and this is a strength again other providers on the market. As we’ve grown, we’ve run into growing pains with reliability and cost. We consistently have team members complain that calls drop, or when a call is answered, their audio is not clear to the caller.
From a cost stand point, we have many different departments that require their own ‘Office’. In Dialpad, an Office allows you to assign a group of users who can receive calls to that office based on a round robin, waterfall or simultaneous calling pattern, among other features like IVR.
Dialpad’s standard plan for $25/month only gives 5 offices, which is not enough for us. Even if we upgrade to the next plan for $35/month, we only get 10 offices, which is still not enough.
Furthermore, many of our users infrequently need access to Dialpad – they might make 2-3 calls a month, or need to be assigned to an office as a ‘last resort’ if other team members are not available.
This makes pricing hard to justify if half your users fall into this category, especially if you need more than 5 offices and have to upgrade plans.
Dialpad office no form of pricing for ‘light’ users.
Because of all the above, we have decided to move over to Zoom phone. Their app isn’t as ‘pretty’ and ‘usable’ is Dialpad, but they provide more robust features at a lower price point, and have ‘light’ users. Zoom phone is around $10/user, and they offer more feature that comparably priced Dialpad plans. To get access to these Zoom phone features, you’d need to be on the $125/user Dialpad call centre plan.
All and all, I would highly recommend Dialpad if you’re a team that wants an VOIP app which is easy to use, easy to administer, and if all your team members will use Dialpad frequently.
If you’re looking for a cheaper, more flexible and feature robust platform, it would pay to evaluate alternatives on the market as well.
Pros: Ease to use and administer.
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Dialpad has good all-around features…
Overall
4.4
Quality
Installation
Support
Reliability
Features
Price
April 08, 2021
Dialpad has good all-around features and convenient integration with Salesforce. So far, the program has increased our connection with our clientel (university students) with the texting feature. Recently though, there have been some crashing/freezing with limited support response from Dialpad. Hoping to resolve our issue soon as we are still big fans of the program.
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I use Dialpad all the time. Things I…
I use Dialpad all the time. Things I really appreciate is the integration with my CRM for one-click dialing. The transcription service is cool and the app for my phone serves to keep business separate from personal. Also, I am able to both read & listen to any voice recordings. I pay the annual charge and at this pricepoint you cannot beat what is being offered. Bottom line is that I am always recommending Dialpad to all my associates as a must have vs. working off a cell phone.
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I am very happy with dialpad so far
I am very happy with dialpad so far. The only issue I have been having in the past week is with the actual website/app. If I tried to make a call through the app or website it will just ring but nothing else happens, so I have to use my phone to make calls. I have not have the time to call and report this.
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Dialpad is a great way to communicate…
Dialpad is a great way to communicate to our members. I use it everyday for work. I appreciate the features it has to transfer calls, call back a missed call and it also has an availability feature.
When transferring a phone call to a different department, you do not have to transfer right away, you can also communicate with the other departments regarding the situation and then transfer the member waiting on hold.
Since, I use Dialpad everyday during business hours, I often use the availability status option as well. For example, if I need to finish sending emails to a few members, then I can put my status as offline support and no calls would come through until I complete the emailing task and change my status.
Would Recommend: Yes
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Dialpad has been an essential tool for…
Dialpad has been an essential tool for me for over a year, and it has never failed in any possible way. After hundreds of calls, I have no complaints.
The audio quality is great, it’s only limited by the quality of the phone at the other end, and the recordings are just as great.
Additionally, the delay from long-distance calls is minimal. It’s very easy to have calls from the US to New Zealand with minimal lag.
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I am very pleased I moved to Dialpad…
I am very pleased I moved to Dialpad and have stayed there. It is easy to learn, easy to set up, and has a number of great features, including calendar, doc, and email sync w/ Office 365, plus an integration with Clio. They are also regularly adding to the program. Because of the price, ease of use, and great feature set, it is highly recommended.
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I have been using Dialpad for over a…
I have been using Dialpad for over a year now and I really love all the nice features they have added over the year. Dialpad is nice easy way to have a phone available to you right there at your computer. And the price is affordable to be have this service. I recommend Dialpad to anyone! 🙂
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We love Dialpad and it’s a great tool…
We love Dialpad and it’s a great tool for our small business. I’ve been the scrappy IT manager of my company for years. I have to figure out how to make everything work. With Dialpad, from day one, our phone system has just worked. We’ve had no significant issues that I can recall through the several years we’ve been customers.
My favorite parts of the service are:
1. Easy to setup – be up and running in minutes
2. Easy to manage – web GUI makes management simple
3. Great call quality – when direct to a desk phone or computer or hd audio on mobile quality is great and there is no perceptible delay that you can sometimes get with VOIP
4. Personalized support – we have only 8 users but I always get helpful support not just ‘by-the-book’ support
Pros: Cloud – can be used anywhere, Awesome support, AI Features are helpful, , Routing/Setup/Management are a breeze.
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I’ve used DialPad every day to contact…
I’ve used DialPad every day to contact my clients by phone or text. Calls are clear and not garbled. The call forwarding works well so I don’t have to be tied down to my computer. The ability to set “working hours” is a wonderful feature! The auto updates on your contacts are also nice. I would highly recommend it!
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I use Dialpad all the time. Things I…
I use Dialpad all the time. Things I really appreciate is the integration with my CRM for one-click dialing. The transcription service is cool and the app for my phone serves to keep business separate from personal. Also, I am able to both read & listen to any voice recordings. I pay the annual charge and at this pricepoint you cannot beat what is being offered. Bottom line is that I am always recommending Dialpad to all my associates as a must have vs. working off a cell phone.
Pros: Excellent system with all the features, I s.
Cons: Nothing that comes to mind.
Would Recommend: Yes
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Great for the price! I’ve been using…
Great for the price! I’ve been using Dialpad for about 2 years now, I have had issues with the app receiving notifications and I originally had a decent delay in the call while using the app but HD calling fixed the lag issue. For what I use it for it works perfectly and I would recommend for any small business.
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We have been an early user of Dialpad…
We have been an early user of Dialpad and I must say that the platform has just gotten better and better over time.
Customer service is top notch when ever we have a question or are stuck. We have a complicated set up with multiple brands that each need their own # and Dialpad was able to accommodate.
The convenience of having a conference call/screen share app, office phone line & voicemail, and have ability to text customers has made our business much more efficient. Plus it’s all housed under one dash.
We love Dialpad and have recommended it to many of our small business friends. Don’t piece-mail other products to get your total operating solution, just pick Dialpad.
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When we first got Dialpad I was over…
Erin R.’s review forDialpad
Erin R.
When we first got Dialpad I was over…
Overall
3.7
Quality
Installation
Support
Reliability
Features
Price
March 11, 2021
When we first got Dialpad I was over the moon happy. This simplified so many issues we were having with working remotely. It also appreciated their help in set up as well as importing our contacts. Now that I have been using it for over 6 mos I am finding the places that make me less happy. About 80% of times with the calls there is a voice delay which is frustrating. If I want to find a contact I need to type in their name. There is no browse feature. Maneuvering within the app is a bit clunky. I feel like I am forever looking for the chat button. I am not sure I would choose Dialpad again. I am working to make it work which sums up my frustrations.
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I have been a customer of Dialpad since…
Overall
4.7
Quality
Installation
Support
Reliability
Features
Price
March 11, 2021
I have been a customer of Dialpad since opening my private practice six months ago. The feature I love the most is text. It allows me another way to connect with my patients in addition to phone calls. In the future, I would love Dialpad to have packages for their features at at discounted price. Bundling can be good.
Would Recommend: Yes
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I absolutely love Dialpad! I actually…
I absolutely love Dialpad! I actually switched over from another VOIP service because they were a bit less expensive. All employees work remote so this is very useful and easy. My only gripe would be video conferencing. You will not be able to see video or shared screen on mobile devices. We use this a lot and it really is a detriment for my sales reps who are often in the field when we need to conference. However, we can live with that. I still rate this service very high.
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In my office I have limited Verizon…
In my office I have limited Verizon access. Dialpad has been a great help.
Previously I would have to leave my office space and go upstairs to take and make business calls. Very very annoying.
With dialpad I am able to stay engaged in my office during business hours.
I consider dialpad an essential business tool.
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From the first interaction with…
From the first interaction with Dialpad, I was promised amazing features and operations. We had 3 experience sessions, in person and over video calls. I was promised SMS and Mobile DID and so much more. It was only AFTER I signed the contract did Dialpad start to backtrack on ALL their promises and told me that actually NONE of the key items are available and can not be delivered. WORST experience ever!!
Pros: None.
Cons: Lies and broken promises.
Would Recommend: No
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Connectivity with Saleforce will be…
Connectivity with Saleforce will be great so the phone could be identified on our database and find the client and record the call automatically . Sometimes is hard to find all the contacts will be great to have a menu alphabetically. Some times phone doesnt ring however we get voicemails on our inbox.
Pros: One line for everything.
Cons: Hard to find all contacts.
Would Recommend: Yes
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Dialpad is absolutely reliable and…
Dialpad is absolutely reliable and works great on mobile networks – It doesn’t affect the quality/connectivity of the call – it was truly a great idea from my company to provide us with it. Another feature that I truly enjoyed was to be able to keep my contacts organized so I always knew who was calling me and was able to find the right contacts to call, too!
Would Recommend: Yes
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Dialpad impact on Freedom & Legacy Advisors
Use Cases and Deployment Scope
I am thankful that there is a reliable and low cost online solution for telephone services.
Pros and Cons
Low Cost
Local phone number
Sound quality
Link to Excel to Autodial
Messaging
Speed of dialed connection[.]
Sound quality can always be improved[.]
Lower cost???
Likelihood to Recommend
Leaving room for improvement and innovation. Surprise and impress me more tomorrow than today.
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Unified Communications Doesn't Have to be Scary
Dialpad Talk is a very robust unified communications system that has been easier to deploy than I ever could have imagined. Dialpad has already saved us quite a bit of money in the process. I could not recommend this solution more.
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DialPad is awesome! Their Support Team is excellent!
Gabrielle was extremely helpful today and addressed all my questions and concerns. It was fantastic customer support!
There have been so many new upgrades and new features from DialPad that it was a little confusing to log in after a while of not logging in. Gabrielle navigated me through everything and pointed out services, features, and other things I didn’t know existed. DialPad is freaking awesome!
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Thanks for the quick response on my question. Awesome!
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I really like the dashboard, it easy…
I really like the dashboard, it easy for me to track calls and make reports on my usage. I find dialpad works best with high quality internet connection. I love that I can text message as well. Calls are transcripted and that has been very useful. However I feel like all my outbound calls aren’t being captured. Not for sure on that.
Pros: Many useful functions and features.
Cons: Glitches hard to troubleshoot.
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My company uses it, it’s very easy to…
My company uses it, it’s very easy to use, keeps all of your calls and texts and has a very user-friendly speed dial system. I call and text customers all the time and can go back and see what we talked about via text or the recording feature. It’s nice I can stay organized and make sure that I am making all of my calls and what I talked about.
Pros: Easy texting, calling, multitasking.
Cons: Sometimes it drops calls but probably the internet more than likely.
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This Is A Game Changer
Use Cases and Deployment Scope
One issue we faced during the COVID-19 pandemic was the lack of available workers to meet our needs. The limited workforce caused us to think outside the box and search for staff members outside our state. Dialpad became integral in how we conducted business because we were able to find the right team members from other states that performed administrative duties remotely, specifically answering our phones.
Pros and Cons
real-time, knowledgeable Customer service
advanced technology
there is delay in talking…we find ourselves talking over our patients because of the delay
the ability to forward voice messages on the phone app
streamline the dashboard
get better sms product. We still have to use a sms software to send out mass messages to patients
Likelihood to Recommend
Dialpad works well for remote team members. You can still sound professional when answering the phone from home. A hindrance for us sometimes is that our staff in other states can not give patients directions to our office. Team members that are in our office still have to back up our remote workers for this reason.
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I Didn't Think I'd Like It, But I Do
Use Cases and Deployment Scope
We use Dialpad as a contact list and dialer and to keep track of text messages.
Pros and Cons
As a dialer, it manages all parts of the call including multi-party calls.
The program provides a pretty decent transcription of all calls that can be saved internally or externally (cloud) for future reference. The transcription seems to learn words as it is used more often (fewer mistakes)
The transcription allows me to follow more closely the conversation as I have some difficulty hearing speech over the phone.
I currently have not had any issues come up that I think could be improved.
Most Important Features
Open mic for hand’s free and shoulder free operation
Transcription for record keeping
Intuitive functionality
Return on Investment
The only negative impact is that management has the ability to see all the calls including the time and length of the call. This has been limiting to my use of the product
Positive is the ability to multi-function while making calls
Key Insights
Do you think Dialpad Talk delivers good value for the price?
Yes
Are you happy with Dialpad Talk’s feature set?
Yes
Did Dialpad Talk live up to sales and marketing promises?
I wasn’t involved with the selection/purchase process
Did implementation of Dialpad Talk go as expected?
I wasn’t involved with the implementation phase
Would you buy Dialpad Talk again?
Yes
Likelihood to Recommend
I believe this is very well suited to the professional who has to make several calls a day. Sometimes while taking written notes a short handed notations meaning is lost while reviewing the note. Having Dialpad’s transcription handy help with accuracy, especially 4 calls and 30 minutes later when you have to make notation in a
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Dialpad Talk Has It All
Use Cases and Deployment Scope
I use analytics, but my absolute favorite is the transcription and [being] able to search it. I also love the PC app and the mobile app. I love that they are exactly alike and work so well. I’ve used their support both on phone and chat with great results. I don’t need support very much because the portal is so intuitive. The main issue Dialpad [Talk] solved for me was to give me the ability to see what everyone is saying and actually be altered to let words.
Pros and Cons
Transcription
Recognizing when I make a commitment on a call
Call summary has awesome information
My weekly comm report
Love to see a VM greeting that offers the caller to have me paged inside the office
Send me a transcription of VM and then delete the msg
Integrate with a door phone like Grandstream that can make the phone perform differently based on when you are in the office vs out
Likelihood to Recommend
I work with a lot of systems and I chose Dialpad [Talk] because of their capabilities and their support after the sale.
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Dialpad Hype
Use Cases and Deployment Scope
Dialpad [Talk] has been great for our company, makes it super easy for us to communicate anything to the entire team in just a matter of seconds, Dialpad [Talk] has helped us communicate with our customers in many ways, whether it be text messaging, or phone calls. It keeps all call information for familiar numbers, so we are able to check if our customers lie to us about trying to cancel previously, or trying to call and never getting a hold of a representative. I would recommend Dialpad [Talk] to any company who needs a simple way to communicate with everyone in a hurry.
Pros and Cons
Streamlined communication between employees
Keep records of phone calls, and voicemails
Mobile user friendly
Dialpad [Talk] fits all our needs
Likelihood to Recommend
Dialpad [Talk] works perfectly for anyone in the customer service departments.
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Useful product for smaller teams with many clients/projects
Use Cases and Deployment Scope
DialPad [Talk] is used for our organization to talk to each other across the organization as well as to contact vendors or clients directly. It helps us to address quick questions that may get lost in longer email threads. It also allows us to not use our personal cell phones and in turn separates our personal life from our work life.
Pros and Cons
Notifications- via e-mails, calendar links and otherwise are very helpful when dealing with information that may otherwise get lost or forgotten in conversations
Access- Being able to access calls on the go via your own cell phone or using your laptop to help free up your hand and get real time speech intelligibility is much appreciated
Variety- Options for quick chats and sending photos, video calls to share screens when necessary, and your most recent calls available on the same screen you are already looking at adds to workplace efficiency
Speech intelligibility is available, but poor. Please do better, otherwise it is of little help
The number that shows up when receiving/making a call is often confusing, inaccurate or misleading to both caller and receiver.
Instructions when first signing up are a bit difficult for older generations to understand. Particularly setting up the Dialpad [Talk] program on laptop versus setting up on your cell phone. Please make this function clearer and describe the distinction between both for those who need extra assistance with technology
Likelihood to Recommend
DialPad [Talk] is great for small businesses. It allows for a better work life balance by separating personal numbers form work numbers. It also allows for a small team to have better access to colleagues throughout the day when the company relies heavily on email correspondence. I don’t think this would be as suitable if a team didn’t have to work closely with each other on matters or if they were out in the field almost the whole work day.
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Couldn't have made a better choice
Use Cases and Deployment Scope
We use Dialpad Talk for both internal and external communications. It is used across most of the organization, from Customer Service and Business Development to the company owners themselves. We use it in various ways, for example:
We can keep a written and audio record of every call made and received by each of our agents using the Voice Intelligence feature.
When reviewing transcripts, we can actually assign someone to a certain part of it, which helps a lot when targeting only a specific issue.
We also use it as a general and personal CRM by making use of the “tags” asset and by allowing every agent to fill out the info on the contact’s name, email, phone number, and company without it being seen by anyone else in the company.
By allowing agents to record their calls, we have improved the overall performance because it gives them the opportunity to go back and listen to what they say and figure out a way for them to improve it
For coaching and QA, an amazing feature we use the most is the playlist. You can make infinite number of playlists which have a shareable link. This can be shared between many people instead of having to download them.
Pros and Cons
Customer support is super fast and effective
Gives an amazing visual overview using charts
Allows you to view the full call journey
The downloads could include other formats and only download the columns that have been used.
One person should be able to make calls using a secondary number with a different area code without losing their primary one.
Include all type of admin changes in the changelog
Likelihood to Recommend
[Dialpad Talk is] appropriate for a small contact center. For us it has worked very well because some of the features we needed have slowly been integrated, which makes me believe they actually listen to the customers. For analytics itself I see it as still being in diapers, at least for us that run an outbound cold sales contact center. But in general, Dialpad [Talk] is a tool which has helped us keep an overall basic control over when, where, and what out agents are doing.
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Dialpad Talk is a solid choice for small business
Use Cases and Deployment Scope
Dialpad [Talk] is being used by our company primarily to take service calls. We are Roto-Rooter of Northern Michigan and offer a handful of services from septic tank pumping to drain cleaning to large residential or commercial plumbing jobs. We use Dialpad [Talk] to route incoming calls to the dispatchers who create jobs in our systems and assign them to technicians. We use Dialpad [Talk] across a few departments. The majority of our Dialpad [Talk] usage is by the dispatchers. Additionally, our one-manned Human Resources department also uses Dialpad [Talk]. Business problems that Dialpad [Talk] helps us navigate through would be the routing of calls during business hours and the routing of calls that don’t happen between our open business hours. We offer 24/7 service. After business hours, we use Dialpad [Talk] to route calls to our on-call technicians’ cell phones. When No one answers the phone, we use Dialpad [Talk] to collect messages from incoming calls and then send them as emails to the appropriate people here in the office.
Pros and Cons
Easy setup and management
Works with desk phones, cell phones, headsets on computers…
Voice Intelligence. This works amazingly well after using it for a period of time and allowing it to learn and improve itself.
I would like to see more configuration options with desk phones. Right now, I can add a phone by entering in the device-specific provisioning server and then thats it. I then have the option to remove it. I want more!
As an admin, Id like to be able to login to each of my users’ accounts and make sure settings are correct vs having to walk over to their computers or asking them for their login info.
Some sort of application self checker. What I mean by this is I have some users using the desktop app, some not using it and some using a combination of both. Since there are multiple options for a user to accomplish the goal of taking calls, it would make sense to me to have the app actively check for all simultaneous instances of Dialpad [Talk] running and make the suggestion to use one or the other or even link you to the place you should be. This may be a unique situation to us as we are using Dialpad [Talk] as an integrated service in our dispatching software.
Likelihood to Recommend
This question feels heavy on one side and light on the other. What I mean by this is I can think of many scenarios where Dialpad [Talk] would be useful – well suited. I can’t think of many scenarios where Dialpad [Talk] would not be a viable option. I mainly work for small businesses in the Northern Michigan area. I’ve consulted for, worked at, or done work for many businesses in the area and I can’t think of one of these businesses that wouldn’t have a more pleasant time using Dialpad [Talk] vs whatever system they are currently on.
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