Dialpad Support Reviews & Product Details - Page 4

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.

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.

its easy to send pictures chat and call real life. Review collected by and hosted on G2.com.

nothing i love everything about it i always recommend if someone has a business Review collected by and hosted on G2.com.

I like the features of Dialpad such as having a queue, and being able to filter the queue by representatives' "available". I like that I can be in multiple queues but only "active" in one or certain ones. Dialpad offers many features that make it easy for a call center. Review collected by and hosted on G2.com.

I dislike if I miss a call I am flagged as "RNA", when it used to have an option to "stay on duty" or "get offline". I also dislike that sometimes it does lag. Review collected by and hosted on G2.com.

Dialpad not only provides ease in both answering and making calls BUT also it helps provide a transcript whenever I would want to monitor a call even without listening right away. It also helps me locate past calls I want to listen. Review collected by and hosted on G2.com.

There will be cases that the transcript is not 100% accurate that will really let me listen on the actual recording. Review collected by and hosted on G2.com.

I like being able to review the previously recorded calls for the whole contact center in 1 centralized place within the DialPad app. Review collected by and hosted on G2.com.

I do wish we could fliter the recorded call list. Review collected by and hosted on G2.com.

Firstly, we value the real-time visibility into the number of clients waiting on call. This feature allows both management and agents to prioritize and manage call flow efficiently, ensuring that no client is left waiting unnecessarily.

Secondly, once a call is connected, we can immediately see the client's issue, which helps us address their concerns more effectively and promptly. This visibility is crucial for delivering high-quality customer service and resolving issues swiftly.

Additionally, the transcription feature is incredibly beneficial. It allows us to search through past conversations easily, ensuring that we can refer back to specific details when needed. This not only improves our ability to follow up with clients accurately but also helps in training and quality assurance by providing real examples of client interactions.

Overall, Dialpad AI Contact Center enhances our ability to manage client interactions seamlessly, improves our response times, and ensures a higher level of service quality. Review collected by and hosted on G2.com.

One aspect we dislike about Dialpad AI Contact Center is its limited customization in tagging specific terms relevant to our healthcare industry. While the system seems proficient at automatically tagging conversations related to sales, it falls short in recognizing and tagging healthcare-specific terminology. This lack of industry-specific adaptability hinders our ability to efficiently categorize and retrieve conversations pertinent to our services, making it less useful for our particular needs. We would greatly benefit from a feature that allows us to train the AI to recognize and tag words and phrases commonly used in our healthcare interactions. Review collected by and hosted on G2.com.

Dialpad realtime contacts update feature is supper cool which helps me in better relationship managment Review collected by and hosted on G2.com.

Overall experience is good but sometime the support ticketresolution takes serval days to get it resolved Review collected by and hosted on G2.com.