Dialpad Ai-powered customer communications platform Reviews - Page 10

Dialpad is far more convenient than a traditional phone system.

It's nice people from home or on the road can answer calls without having to deal with VPNs or any other road blocks.

I write software against the Dialpad API and it's been incredibly useful for our business model.

I like that they are constantly making improvements and do seem to listen to our feedback. Review collected by and hosted on G2.com.

I dislike the lack of fine grain control, I'm not sure why I don't have access to shut off robot voices across the board, or disable hold music (which will play by default instead of a ringtone, which confuses callers). Some of the things we have to make support requests for are odd, but we do get help quickly usually. I also get conflicting answers from support reps for the same question, for instance, I've set up 4-5 offices at this point for sister companies and every time I have to make a ticket to get rid of the robot voice and hold music. One rep immediately fixed it during a chat, but the last one I talked to this week told me that it was impossible and I had to wait for them to elevate the ticket to get it fixed. I'm not sure if that's an internal training issue?

I also wish there was different ring tones for different departments or offices, controlled at the account level. We have employees working across different Dialpad offices (for different websites) so they have to answer the phone a different way depending on the department that rings, it would be great if they got an audio indicator of which office was ringing.

Some of the overrides are non-intuitive - I wish I could set 17 seconds ring time for every employee across the board, I have to rely on asking each person to set that themselves, or spend hours proxying into each account.

I wish this system was built with traditional business models in mind. Not everyone likes phone trees and robot voices.

Our customers LOVE that we don't have a phone tree or auto-attendant (we hear how much they like it daily).

We always have a person answering the phone to help our customers and Dialpad actually makes call routing hard for a setup like ours. They really push phone trees and auto-attendants that say 'push 1 for sales'. It's sad that's the focus when callers dislike it so much, but we make it work for what we need.

The way Dialpad was designed - it's impossible to see the overall phone routing.

You have to bounce from mainline to department to department and click many links to verify how missed call routing will bounce through your system during on hours.

I would LOVE LOVE LOVE if Dialpad implemented an overview diagram to see how calls route through the system (AirCall has this) and to quickly make changes to how missed calls bounce. I'd love a diagram for open hours routing and another one for closed hours routing.

It would be great if I could drag and drop a missed call on the mainline to go from Department A to Department B without having to click around a zillion times (and then do it again to verify I got it right).

A visual would be so incredibly handy and then I could just take a screenshot and send it out to employees so they could also see exactly how it works.

We get a lot of internal questions about how call routing is setup and I have to manually check every department and then spend time creating a diagram myself or writing out how it works. Review collected by and hosted on G2.com.

As a company we were able to see the call load now and add agents accordingly Review collected by and hosted on G2.com.

I wish I had more reports like what was the highest wait time for each call, not the average and monitor users other then the one in access center Review collected by and hosted on G2.com.

With the introduction of Ai, things have become more convenient. The Ai generates the summary of the call so if you don't have to go through the call again if you miss anything, you can just check the summary. You can also check the Ai generates subtitles which are live which helps you to understand if there is a different accsent. The interface is well organised and beautiful. All the functions are integrated well, the functions also simple and easy to implement. Also, there is a customer support if you face any issues to help you. I use Dailpad everyday and so happy with it. Review collected by and hosted on G2.com.

I don't find anything to dislike even after think about it for a while. Review collected by and hosted on G2.com.

I have really enjoyed their ai contact center because as a manager it allows me to navigate conversations a lot easier. I used to have to listen to full conversations with an old software we used but now I can find points on conversations way faster so I can accomplish more in my day. Review collected by and hosted on G2.com.

I run the inside sales department so a lot of dialpad is more geared towards customer service offices and there are features they need to add like allowing us to name/title phone numbers so we know what lead source the caller is calling in from. It has a "label" part to it but it's very small and gets missed. Review collected by and hosted on G2.com.

Don't be deceived by the competitive pricing and advertised features. They ahve polished videos and marketing, but if you encounter even the smallest issue, they will bring your entire business to a halt and leave you hanging. Review collected by and hosted on G2.com.

Their customer service is absolutely abysmal. They do not do what they claim they will, but they will claim they have completed service tasks that are necessary to the functioning of your business. You will only later discover that they have lied and when you request that they resolve the issue, they will go through the same cycle of inaction and lies about resolving the issue, while perpetuating the service issue and potententially the damage to your business. Review collected by and hosted on G2.com.

the computer app! Makes answering and tracking calls seamless! Also love the history provided on the app Review collected by and hosted on G2.com.

I don't have any dislikes about dialpad! Sometimes the call will drop, but I don't think it's specific to dialpad-- I think it's more an internet problem! Review collected by and hosted on G2.com.

Convenient & user-friendly, straightforward user interface & easy to connect devices. Device compatibility is also a plus! Works with an extensive range of devices. Easy to resolve issues if any arise. Review collected by and hosted on G2.com.

Sometimes it does ignore incoming calls when trying to answer them. A few times, it has marked abandoned calls that never rang through. Also the complicated setup and routing orders for call centers that are currently available. Review collected by and hosted on G2.com.

Dialpad AI offers excellent voice transcription and real-time insights during meetings, which can streamline workflows and enhance productivity. Review collected by and hosted on G2.com.

However, the AI's accuracy may sometimes falter in noisy environments, and the platform can have occasional glitches during complex discussions. Review collected by and hosted on G2.com.

I love Dialpad since learning to use the software I havent used anything like it, I feel like when I use Dialpad most tools I need are self explanatory and easy to teach others even if its their first time using, I use it everyday and feel like its the best device out there. I wish most places learned about it because this app is very usefuland easy. I really like that when I speak with patients our calls are recorded and whenever Theres an issue I like how fast customer service can help resolve any issues. Review collected by and hosted on G2.com.

I dislike that sometimes I feel like its always updating at the worst time when im assisting patients. Review collected by and hosted on G2.com.

I love the transcription feature. It helps me if my notes are incomplete where I can go back and add to my notes, but also as a historical reference where I can look at the history of calls that I've made. It was easy to set up and use, and if I had questions and there were a few, customer support was great, quick, professional and very helpful in getting to resolution. I use it every single day, I could never go back to anything else, and it also integrates seemlessy with my other apps. Review collected by and hosted on G2.com.

I really don't see any downsides, other than it took a litte bit, maybe a couple of days to get used to it, but after that it was off to the races. Review collected by and hosted on G2.com.