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4,421 Dialpad Customer Intelligence Platform Reviews
Overall Review Sentiment for Dialpad Customer Intelligence Platform
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Dialpad's UI is very interactive and minimal which makes it easy to use and implement. I frequently use the Dialpad and it allows me to integrate with my system easily. The customer support of the Dialpad is very active and always ready to help the customer. Review collected by and hosted on G2.com.
1. When we type the phone number that is already saved in my contact list, it doesn't come up with the saved contact name. It creates a contact if we save them.
2. The transcript modal during the call is not sticky, it closes down as soon as we click somewhere else. It should remain open until we close it. Review collected by and hosted on G2.com.
Real time Transcriptions and Analytics, they provide a an immediate written record of conversation, which is useful for quality and training services. Review collected by and hosted on G2.com.
Occasional accuracy issues in transcriptions. such us Spanish speaking or diffrent language, accents, background noise. Review collected by and hosted on G2.com.
I think the thing I love best about Dialpad is the call recaps and recording. It's especially helpful when I forgot something, I don't have to call the customer back I can go back and listen to the call or look at the recap. Review collected by and hosted on G2.com.
Probably just learning how to use it. It's pretty user friendly, but navigating it for the first time can be a little overwhelming. But once you play around with it, it's great! Review collected by and hosted on G2.com.
It's great for a lot of different platforms. The transcription is great. Great Admin panel with a lot of controls and analytics. The account team is pretty flexible with license count. Can be adapted to a ton of different situations (user phones, main line, conference room calling, etc.) which make it a great solution to solve a lot of needs. Review collected by and hosted on G2.com.
There are a lot of taxes that add up beyond MSRP! It's not completely hands-off on a lot of networks -- we had to do a good deal of tuning on our network to get call quality as good as we wanted it. Review collected by and hosted on G2.com.
Dialpad AI contact center has been a great addition to our workflow. Particularly, I love how it summarises voice mail, helps outline action items and helps me locate and track down stray conversation that I might have lost track of. Review collected by and hosted on G2.com.
The least helpful feature of AI contact center for me was the call transfer/routing feature. Initially it was a bit buggy, all calls I transfered ended up coming back to me, however, that seems like it's fixed. Review collected by and hosted on G2.com.
Dialpad Sales Center has changed our whole department. From the AI features, to the real time assist cards, call scoring and more, Dialpad has been a great addition for our company. Review collected by and hosted on G2.com.
The only thing that I wish we could do differently is change agents status from Avail to DND, etc. Not just for the call center, but their general status. Review collected by and hosted on G2.com.
I love that it summarizes phone calls made by my team so I can quickly see the call's content and any action items. Review collected by and hosted on G2.com.
Nothing. I have been very happy with this service. Review collected by and hosted on G2.com.
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.
