Dialpad Support Reviews & Product Details - Page 19

Using the power of real-time transcription Voice Intelligence offers the ability to provide agents with contextual information to help them improve while on-duty. The gentle reminders that pop-up on screen are helpful and smooth out conversations and offer helpful information while a call is happening. Also, everything is stored in the cloud and conveniently available for the life of my account. Easily searching through old records to find conversations with keywords or in certain time periods is amazing for the workflow as well! Review collected by and hosted on G2.com.

Nothing really to dislike. Creating positive customer outcomes and logging feedback features could be useful to better understand and optimize the Contact Center. Its great because you have everything in one place. Its a bit hard to comprehend at first but once you get used to it - you are set! Making it more user friendly would be better. Review collected by and hosted on G2.com.

AI voice intelligence is awesome because we as a team can go see how often customers who call in are saying positive things about us, how often they are requesting for additional features as well as the areas we they would like to see us improve. Dialpad contact center allows us to reflect over time to see our progress with customers, its another way we can measure the impact of our effort and learn from our customers. Review collected by and hosted on G2.com.

I didn't find some of the instructional materials to be as easy to follow along as i would've liked. However, when I called DialPad someone said they were willing to walk me through how to use it since I was unable to get to all the places and setup all the things I wanted with the online instructional materials they provided. Review collected by and hosted on G2.com.

Ability to take calls from anywhere, at all times of the day. Allowing employees to work remotely with ease and handle all customer issues.Our experience with Dialpad has been pretty pleasant. As with any product there have been a few hiccups along the way but Dialpad has proved to be a great fit for our mobile-environment. We stay very busy and the application is efficient and helpful to our workflows! The system works well and it is greatly appreciated. Having the ability to use Voice Mail drop lets the rep leave a recorded voice mail message and move on to the next outbound call. The rep can record several messages to leave depending on the situation. Review collected by and hosted on G2.com.

cannot rely on Dialpad to receive or place a call that will be issue free. Sometime I'll wait on hold calling someone for 30 minutes, only to find that when they pick up, they cannot hear audio on my side. Other times, my call with randomly drop, or the audio quality will be significantly degraded, to the point I have to end the call. Several times we have a lapse in connection times and client does not immediately hear the CSR. We have had some reliability Review collected by and hosted on G2.com.

Dialpad is easy to navigate, user friendly, and simple to set up. It is well integrated with salesforce. It's a great communitcation tool and I use it everyday at work. Easy to make and transfer calls. Review collected by and hosted on G2.com.

Sometimes it drops calls but it could just be the internet. It does also glitch at times but doesn't happen to often. Review collected by and hosted on G2.com.

I like that it is very easy to sync with Salesforce and add notes. Transferring calls to other team members is great, especially with the "Ask first" feature. It is very easy to navigate and understand. Dispositions are great; they just need a little bit more space to type vs limited characters. Review collected by and hosted on G2.com.

I wish there was a better way to view all call logs and notes from the same individual/phone number. It would be great if it turned off DND automatically once the shift starts. I am not sure where to find the dispositions after calls; it seems that they dissapear. Review collected by and hosted on G2.com.

Is a friendly user platform, allows you to set up personal settings. Review collected by and hosted on G2.com.

I do not know how to open a window for transcript only Review collected by and hosted on G2.com.

Easy to use on a mobile phone, call forwarding as well as desktop app. Multiple phone numbers are also helpful. Easy to transfer to teammates or colleagues. Review collected by and hosted on G2.com.

Integration between forwarded number and dialpad number is not perfect. Sometimes calls drop or are unable to be answered. You cannot set off duty on a call center to automatically turn itself back on either. Usually need strong internet connection to make it work. Review collected by and hosted on G2.com.

Dialpad makes it easy to see all call center activity in one place among various users. I love voicemail transcription and the ability to see other active users. Review collected by and hosted on G2.com.

You have to manually open every unread event in the call center. I'm not if there is a functionality for an auto-answer system where callers select their issue before connecting with us, but that would be very helpful. It seems very rudimentary at the level we currently use -- just like a normal phone. Review collected by and hosted on G2.com.

Seeing real-time metrics & listen-in mode Review collected by and hosted on G2.com.

A glitch that sometimes shows someone as available but they are off-duty Review collected by and hosted on G2.com.

The fact that dialing esp when calling out and answering calls is more accessible than other dialers I have used, it's the best! Review collected by and hosted on G2.com.

When the app automatically set me to Off Duty status even if there is no ring. Review collected by and hosted on G2.com.