Dialpad Connect

Score8.1 out of 10

498 Reviews and Ratings

What is Dialpad Connect?

Dialpad Connect is a cloud communications UCaaS platform that provides users with integrated voice, video, and messaging capabilities from one unified interface.

Categories & Use Cases

Videos

Answering rules
Ability to enter rules to route calls to main number or other extensions in case of absence
Category average: 8.6
Record meetings / events
Meetings and webinars can be recorded for playback.
Category average: 9.3
Directory of employee names
Voice directory of all employees for self-service dialing
Category average: 8.3

Team document sharing
Documents can be shared with other team members.
Category average: 8.5
Call recording
Automatic recording of inbound and outbound calls
Category average: 8.5
Online Fax
Ability to send and receive faxes over the internet
Category average: 7.8

Pros

Reliable call quality and consistent connections
Accurate real-time transcription and call summarization
Intuitive user interface enabling quick adoption

Cons

Limitations in call data consolidation and text message history search
System speed issues, particularly when navigating contact histories
Inconsistent accuracy in AI transcription, including misspellings

Barry Williams

General Manager in Corporate at Answer Services (NZ) Limited (51-200 employees)

Use Cases and Deployment Scope

We are Contact Centre BPO and Dialpad Connect provides the core telephony services for our business.
Dialpad Connect has allowed our business to transition to a cloud environment, provide AI Transcription & Sentiment Analysis, provide enhanced analytics and deliver a comprehensive API service for our business. Dialpad Connect seamlessly integrates with our Call Management Tool.
We have over 400 clients across the APAC region, each with bespoke requirments. We have implemented a contact centre per client, making us a very complex implementation, each client has custom routing rules and configurations.

Pros

Agent Management
Complex Call Routing
Transcription
Comprehensive APIs

Cons

Cannot configure custom voicemail per DID (within a Contact Centre)
Not all UI functionality is addressable via the APIs
No SMS in New Zealand

Usability

Alternatives Considered

NiCE CXone Mpower and Genesys Cloud CX

Verified User

Analyst in Corporate (51-200 employees)

Use Cases and Deployment Scope

We use Dialpad Connect as the foundation of our centralization efforts. We interlinked our entire company into one communication platform the enables all departments to fully support each other and improve the flow of communication. Clients, vendors, residents, and prospective residents are quickly routed to the appropriate teams, increasing efficiency and customer satisfaction. Centralizing with Dialpad Connect has also reduced operating costs, allowing us to focus more on growth and development of our teams. Key features include the availability and ease of customization. We’re able to tailor each community to their respective styles while keeping the overall brand in tact.

Pros

Their support teams are friendly and fast.
The features of Dialpad Connect are easy to use and customize to our needs.
The reporting suite is advanced yet easy to understand.

Cons

The user experience (front end) could be made to be a more simplistic, particularly for the phone app.
Sometimes the data from the reports and the actual information from the calls and texts are out of sync.
Ongoing training describing best practices would be helpful.

Return on Investment

Reduced response times by 20%
Reduced operating costs by 40%
Improved sales processes, reduced bottlenecks

Usability

Other Software Used

Entrata

Richard Andrus

Managing Director in Information Technology at Back Office Geeks (1-10 employees)

Use Cases and Deployment Scope

We are a support organization, oftentimes with no one at a stationary desk. We need to have flexibility in the way we communicate with customers and business partners, and Dialpad Connect lets us to that easily. We primarily use voices services, texting internally, and when I've had the occasion to use conferencing, I often think that I should use it more. What I really like are the transcripts of calls. I paste those into our trouble tickets. Quite valuable.

Pros

The freedom to use any device that I happen to be using.
Transcription of conversations.
Integration with Google, Microsoft, and other applications.

Return on Investment

We are a mobile company. Dialpad Connect accommodates that nicely.
I know how to manage and adapt the system to our needs. When we grow, I know what to do.

Usability

Alternatives Considered

PanTerra Networks, AT&T Business, Comcast Business VOIP (VoiceEdge) and 8x8 Work

Other Software Used

Google Workspace, Microsoft 365, Evernote

Ryan Hanson View profile

Technology Solutions Specialist in Sales at Twisted Tech (1-10 employees)

Use Cases and Deployment Scope

We use Dialpad as your main telephone systems and UC Platform. Dialpad has made it very simple and easy to run our business. Great call quality, AI functionality is second to none and very easy to use video platform. Myself and our customers love the transcription functionality and accuracy is on point.

Pros

Great call quality
Simple set up
AI transcription

Cons

Another way to set up users quickly without using gmail
None
None

Return on Investment

Time to set up a new user is incredibly fast and easy.
Transcription saves time, money and headaches dealing with customers
Transcription aids in training and coaching employees

Usability

Alternatives Considered

Vonage Business Communications, Nextiva, 8x8 Contact Center and GoTo Connect

Artem Koushnir

Owner in Customer Service at Flamingo Fly Buy LLC (1-10 employees)

Use Cases and Deployment Scope

Dialpad has been an integral part of my business, providing a reliable, feature-rich and very functional suite of capabilities, phone numbers and options to fine tune to my needs. The call connection quality has been great and this has been a huge improvement over my prior provider. AI features have also been very interesting, and Voicemail Transcription is one of my favorites.

Pros

Call quality
AI Transcription
Interface and UI

Cons

Would like more information about capabilities I may not know about
Sometimes all of the email updates become a bit redundant

Return on Investment

Improved communication and knowledge of prior conversations
Easy to use UI allows for intuitive task completion
Customer service has always kept me updated about any issues or concerns, so I do not find out the hard way

Usability

RingEX

8x8 Contact Center

Fuze

Dialpad Connect

What is Dialpad Connect?

Categories & Use Cases

Videos

Dialpad Connect Key Features

Top Performing Features

Answering rules

Record meetings / events

Directory of employee names

Areas for Improvement

Team document sharing

Call recording

Online Fax

Dialpad Connect Reviews

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Other Software Used

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Alternatives Considered

Other Software Used

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Alternatives Considered

Use Cases and Deployment Scope

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Dialpad Connect Alternatives