Dialpad Customer Intelligence Platform Reviews - Page 4

Dialpad's call recording, transcription, and AI summary are great for documentation.

Dialpad does a good job of being user friendly on the agent who is using the call.

The IVR's are pretty simple to build in comparison with other Contact Centers.

They can get it up and running really quick. Review collected by and hosted on G2.com.

Dialpad's reporting is very limited and not something a serious contact center needs. You either need a full time data analyst who can create and pull reports pretty much every day or you just need to be a company who doesn't care about their numbers.

Monitoring agents real time can be a nightmare. There's always a delay on the dashboards and you won't know what status an agent is in real time unless you're constantly refreshing.

The system in general takes time to pull the full transcript, call recording, and AI summary so this can add time to your calls. If you're taking hundreds to thousands of calls in a day, this adds up and backs queues up in caller sprints.

They don't use Skills, they use "contact centers" which actually makes it challenging to monitor real time. instead of looking at all of the agents and seeing they're skills like most Contact Center Software, you have to look at each individual contact center. If you want a skill, for reporting, you have to build it this way. There's also reporting limitations by doing it this way. You can not see certain KPIs because for some reason their dashboards will not aggreagate those metrics.

Dialpad is also not PCI compliant on their IVRs if you want to create an IVR to deflect payment, you will need to use someone else to build an automated IVR.

They also do not have reporting for Email or Chat. There's no way to count volume in either of those.

Their Email/Chat/SMS -Digital Engagement- is very bare. There's no reporting around it. It is completely separate from the phone systems. It is not easy to jump back and forth for skilling. Review collected by and hosted on G2.com.

Easy and QuickDialpad’s real-time transcription capabilities are highly praised for capturing conversations and making them searchable. This is especially useful for note-taking and follow-ups. Review collected by and hosted on G2.com.

Call Quality Issues: Some users report inconsistent call quality, particularly in areas with poor internet connectivity. Review collected by and hosted on G2.com.

I like that I can review all of my information, as it is recorded and logged in a very organized matter. Review collected by and hosted on G2.com.

I do not like when the Chat feature lags, as this makes it hard to answer the Agents in a timely manner. But I noticed this only happens for certain AA organizations. Review collected by and hosted on G2.com.

We've had a wonderful experience so far with Dialpad. We love the Ai options provided with our service as well as the ability for all users to utilize the advance services and SMS messaging. The implementation process was easy and painless. Review collected by and hosted on G2.com.

We haven't found any downsides to the service yet. The only thing we would love to see is the ability to export analytics and reports but the voice service itself is great. Review collected by and hosted on G2.com.

Bernard is the best! He is knowledgable, funny, and a criticle thinker! Review collected by and hosted on G2.com.

I am not a fan of the automated help system, I find it an endless loop. Review collected by and hosted on G2.com.

-Speech to text is great. Very helpful for voicemails, or if you missed what someone said / spelling

- UI is great, and easy to navigate

- transfer call system is easy

- love the text function

- Favorites list is a great way to see who is currently on calls or unavailable

- great access: both desktop app and web app

- the new addition of dark mode is fantastic Review collected by and hosted on G2.com.

- Occasional server lag. Incoming calls will just drop, or me or my team will sometimes randomly get marked as 'off duty.'

- I wish the department guests called in from was displayed more prominently on the contact screen under their name

- I wish the Agent list in the Dashboard would refresh more regularly. We like to have that on a TV for the team to review call metrics Review collected by and hosted on G2.com.

I work as an Intake Specialist at a law firm. I am on the phone constantly - speaking with new people and learning about their stories. On busy days, it is very easy to forget what story belonged to who or what client I promised I'd follow up with. Dialpad AI Voice allows me to refresh my memory, provides a summary to my leadership team to look at should questions arise, and provides me a task list of action items. While it's not always 100% accurate, it's usually accurate enough that I can remember and understand what the feature is sharing. I use Dialpad Ai Voice daily and it was super easy to integrate for our team. Review collected by and hosted on G2.com.

I'm not sure if the dislikes are with Dialpad Ai Voice or with Dialpad itself. However, being able to filter my calls versus my teams calls. Being able to view trends/analytics for the department. Review collected by and hosted on G2.com.

-I love that there are lots of different options for AI summaries, recording link summaries and scorecards(although we admittedly don't utilize this feature enough in our organization).

-I also think the user interface makes a lot of sense for transferring calls, placing people on hold with options to customize phone tree, etc.

-The coaching teams are a HUGE value add, being able to listen in to active calls and playback call recordings has helped our sales team tremendously, especially our SDR function where we see a lot of turnover from internal promotions and need to get reps ramped up quickly. We've probably cut our ramp time in half just from having reps listen to a large quantity of calls made possible through the coaching team feature in one central location.

-All dialers have trouble when Wi-Fi isn't great, but DialPad's uptime is significantly better than other telephony providers I've worked with. (cough cough Ring Central) Review collected by and hosted on G2.com.

1. Not being able to add/remove licenses yourself without reaching out to their support team unless you are adding someone to a coaching team or contact center and you have an available Sales Center license. It's a simple process that is made complicated with DialPad. Would love the flexibility to manage users completely autonomously and would improve the admin experience. I think it would free up time for your support team to support users also.

2. Additionally, it seems kind of ridiculous to me that a telephony provider doesn't have a phone number to reach for support and that everything goes through chat. I don't want to have to email my CSM for something I anticipate is a 3 minute process and I know is not her department initially that she would have to pass off and then further delay the process of getting the "thing", whatever it is, accomplished.

3. The Salesforce Integration is not ideal, it is challenging to customize beyond the standard features included. Review collected by and hosted on G2.com.

The AI recaps are awesome, and very helpful when going back to see what any previous conversations were before I call someone myself. That part is very beneficial is saving us time not having to recap anything on the phone w/ a customer so they can just dive right into the issue from there. Review collected by and hosted on G2.com.

Any time we have had issues, the customer support line has'nt been very responsive. The only way for me to reset Dialpad when I have any issues is to completely restart my laptop. If I close DP and open it back up it just picks up where I left off, even if that was just a mistake where I left off. Review collected by and hosted on G2.com.

I like the single payne of glass into our phone system and the fact that there is almost no hardware on premise to deal with. All of our recordings, analytics and call routing features are readily available and easy enough to navigate the our Customer Service center is able to run everything on their own with little IT involvement.

One thing I can say is the Saleman responsible for our implementation was absolutely hands on and still is even though he is not required to be. Best customer service experince in the business. Review collected by and hosted on G2.com.

There is not much I have to complain about with our Contact Center. Review collected by and hosted on G2.com.