Dialpad Connect

Score8.1 out of 10

501 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

Answering rules
Ability to enter rules to route calls to main number or other extensions in case of absence
Category average: 8.6
Directory of employee names
Voice directory of all employees for self-service dialing
Category average: 8.4
Message alerts
Receive SMS and email message notifications for voice and fax messages
Category average: 8.4

Team document sharing
Documents can be shared with other team members.
Category average: 8.4
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

Barry Williams

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

Scott Johnson View profile

Data Engineer in Engineering at Motorola Solutions (10,001+ employees employees)

Use Cases and Deployment Scope

Dialpad Connect gives every employee a phone number that can be used to connect to customers and other employees. It replaced our landlines.

Pros

Providing phone services
providing text capabilities
managing contacts
conducting meetings

Cons

inclusion of video meetings
providing intelligent transcription of meetings
better detection of spam callers

Usability

Alexander Gordon

Application Support Specialist in Customer Service at Eldercare Resource Planning (51-200 employees employees)

Use Cases and Deployment Scope

We use Dialpad Connect as our main phone communication line to communicate with clients.

Pros

Records and Transcribes Voicemails
Great Contacts customization
Allows calls to be recorded

Cons

Sometimes the transcription misspells words
some functions can only be done online not in app
Sometimes the caller ID will overtake the name that I have given a number

Return on Investment

Makes Calls easy
Makes it so we never miss incoming communication
Vital to our communication needs

Usability

Alternatives Considered

Google Meet

Other Software Used

Rippling, Google Workspace, Insightly

Anmol Gupta View profile

Business Development Representative in Sales at Relay Financial (51-200 employees employees)

Use Cases and Deployment Scope

Being able to utilize it to connect with customers and it's Ai capabilities are awesome. Takes away most of the tasks which are unproductive

Pros

Coverage and it's realibility
Ease of use and simple to implement
Ability to include all communications in a single place

Cons

Mobile app is very unstable and could improve lots
CRM sync and some of the integrations are not reliable
More analytics info could be helpful in decision making

Return on Investment

Reduced onboarding time
Less after call work

Usability

Alternatives Considered

Outreach and HubSpot CRM

RingEX

8x8 Contact Center

Fuze

Dialpad Connect

What is Dialpad Connect?

Categories & Use Cases

Key Features

Top Performing Features

Answering rules

Directory of employee names

Message alerts

Areas for Improvement

Team document sharing

Call recording

Online Fax

Reviews

Use Cases and Deployment Scope

Pros

Cons

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

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