Dialpad Connect Reviews & Insights

Score8.1 out of 10

498 Reviews and Ratings

Overview

Synthesised from 12 reviews | Last Published May 26, 2026

Dialpad Connect functions as a comprehensive communication platform, providing reliable voice and text services that often replace prior providers or serve as a main unified communications system. Organizations leverage it for managing various phone lines, facilitating client communication across different regions, and improving internal and external messaging. In TrustRadius reviews, its core call quality, advanced AI features like transcription, and intuitive design are frequently highlighted as significant strengths.

Reviewers also note positive impacts on operational efficiency, with many reporting time savings and cost reductions. However, some users indicate areas for improvement, such as limitations in call data consolidation, system speed, and inconsistent AI transcription accuracy. Despite these concerns, the platform is generally perceived as a reliable and feature-rich solution that delivers a clear return on investment through streamlined operations.

Pros

Reliable call quality and consistent connections
Accurate real-time transcription and call summarization
Intuitive user interface enabling quick adoption
Enhanced operational efficiency and time savings
Valuable call recording for dispute resolution and historical reference

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
Messaging responsiveness requiring refinement
Some AI features for meetings are not utilized or require additional payment

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Dialpad Connect Reviews

338 Reviews

Videos

Works as promised but must spend more for the more useful features

Rating: 10 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

We use Dialpad Connect to send and receive messages from our staffing agency's clients in Australia. These comms involve everything from urgent flagging of emails we sent to clients asking for urgent callbacks.

Through the unlimited calls and SMS paid add-ons, we don't have to worry about running out of credits and waiting for our Accounts person to assist with the concern.

Moreover, since it's installed on our mobile, it feels like a built-in phone feature.

Pros

Add-ons are actually value-adding at affordable rates
Client onboarding and setup comes at every plan
It's easy to learn and intuitive. No learning curve for our entire team.

Cons

More affordable voicemail feature

Likelihood to Recommend

It's well-suited for a non-tech savvy org that would like features to be set up on their behalf, fast. It's got onboarding and responsive live chat support (as well as a phone support, but we haven't tried that yet).

Not for the budget-constrained business. Lots of the nicer features are behind a paywall.

Verified User

General Manager in Corporate (1-10 employees)

Vetted Review

1 year of experience

Dialpad Connect review

Rating: 9 out of 10

April 10, 2025

Use Cases and Deployment Scope

We use Dialpad Connect for providing remote employees access to send and recieve messages/calls in United states. Some issues we face would include delay in sending messages. Other than that I feel Dialpad Connect to be great at what it does and would recommend it to anyone looking for such a solution.

Pros

Messaging
Calling
Chatting

Cons

Messaging feels little lagging and could use improvement

Likelihood to Recommend

Dialpad Connect is well suited for companies which operate remotely especially if employees are overseas

Verified User

Manager in Engineering (51-200 employees)

Vetted Review

2 years of experience

Dialpad - The Only Way to Scale Your Business

Rating: 10 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

We use Dialpad to manage all of our phone lines both business, "personal" cell phones, and for main business lines. We do a LOT of texting with it as well which is probably it's greatest feature. We can manage hundreds of customers via text/call that would otherwise take triple the workforce to handle traditionally.

Pros

The transcription is GREAT
The ability to have departments helps
Being able to text/call from the same line seamlessly is GREAT

Cons

I sometimes wish it ran a little quicker
I do also wish it was easier for me to scroll through my history with a contact, it's slow to scroll through everything and load it
I really think adding some options to slim things up would be good. Allow me to specify how much information I want to be auto-loaded when I load a contact

Likelihood to Recommend

I recommend it to anyone who I think handles a lot of phone calls and perhaps has a lot of important information. It's fantastic when I need to look up some specific bit of information from a phone call or text that I may have forgotten. I can just shoot through all my transcripts and history to find that exact item

Verified User

General Manager in Corporate (51-200 employees)

Vetted Review

3 years of experience

Dialpad is top tier UC

Rating: 10 out of 10

Incentivized

March 25, 2025

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

Likelihood to Recommend

Great for everyone with more than 10 users. Below that people seem to care about the features less. Especially the AI functionality and call transcription. Anyone who wants super accurate, real time transcription needs to look at Dialpad for sure. That feature itself sells clients. Something that no one else does as well or as easily.

Ryan Hanson

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

Vetted Review

6 years of experience

Verified on LinkedIn

It became our best weapon

Rating: 8 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

Our Sales and Support Teams use Dialpad for calling prospects and clients.

Their product helps our team be more productive while getting enough data to review calls and help them perform better. Their AI feature helps with summarizing and identifying sentiment in conversations which we use to optimize scripting.
All of this with a very nice UX and Mobile App that allows us to be connected anywhere.

Pros

Summarize Calls
Call Sentiment
Transcript

Cons

Mic Settings
Stability when changing mics / headsets

Likelihood to Recommend

Anyone who needs to do a lot of calling and notes will benefit from Dialpad.

Their AI is great for taking notes, summarizing, and highlighting data, their UX is friendly, and they have great support.

Verified User

Manager in Sales (51-200 employees)

Vetted Review

2 years of experience

It is easy to be more productive with Dialpad Connect

Rating: 10 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

In my case, I make B2B outbound cold calls to connect with Decision Makers across California. Dialpad make my daily work easy and more productive. As well as, it provides the options of call recording for quality improvement. Thank you for making the difference and provide high quality products and services!

Pros

Good connectivity
Clear communication
Clear call recordings
Easy to use
User friendly interface

Cons

Option to add notes after the calls
Option to set up Future Tasks
Option to set call disposition

Likelihood to Recommend

Dialpad Connect is well suited specially in scenarios where you prefer to record your calls manually, so you can have only one part or the most important piece of information from the call, instead of saving the whole conversation. It would be less appropriate when you are looking for automated recording.

Verified User

Account Manager in Marketing (201-500 employees)

Vetted Review

2 years of experience

Technology Advisor Review

Rating: 10 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

We use Dialpad for in- and outbound telephony service for our office. Additionally, we will use our Dialpad Meeting rooms for conference calls and collaboration.
Our use is consistent for business days, Monday through Friday

Pros

Exceptional call and meeting QOS
The subscribed dialplan is sufficient for our business needs
Call recording quality is acceptable

Cons

AI recognition of spoke words during transcription is lacking
Difficult to move from a voice call to a meeting room

Likelihood to Recommend

For small to medium businesses, the value provided with your product is exceptional

Verified User

Executive in Sales (1-10 employees)

Vetted Review

3 years of experience

Dialpad has been a trusted partner in my business with superior call quality and UI

Rating: 10 out of 10

Incentivized

March 25, 2025

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

Likelihood to Recommend

Dialpad is great for an eCommerce business, as it provides multiple lines, chat capability and can also bring together employees in one suite. AI transcription reminds me about prior conversations and allows me to be more informed when talking to customers. All of my calls are always good quality and have never had service issues.

Artem Koushnir

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

Vetted Review

2 years of experience

user of Dialpad

Rating: 8 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

We use Dialpad as a call center phone system. We use an IVR to help route the calls to our agents. I also have fallback call options set up so that any missed calls go to an overflow department that can answer calls in the event we're under-resourced. I also use Dialpad as our primary texting interface with customers.

Pros

very customizable to whatever your needs are
connections are always solid and rarely if ever have dropped calls
I like the transcripts and ability to share links to recordings

Cons

There's no way to search for text messages in the history section
It's hard to get consolidated data on how a call was handled. For example if a user calls in and it goes to department A and one rep misses it then it's transferred to department B and someone answers it, it should up in the data as 1 missed call and 1 answered call, so a 50% answer rate. But it's impossible to get a view of answer rates from that one call's perspective, which would be answered 1/1 or 100% answer rate.
it would be nice if we could collaborate in the dashboard internally somehow. Like a consolidated view of a customer with all the conversation and call history instead of it being split across lots of different departments. OpenPhone does this really well.

Likelihood to Recommend

Dialpad works well if you are a smaller business with staff that answers the phones and you need or want complex handling scenarios such as departments and IVR. If you have a more simple business where there is just one line then Dialpad works but you wouldn't need all the features.

Verified User

General Manager in Corporate (11-50 employees)

Vetted Review

3 years of experience

Dialpad is awesome

Rating: 9 out of 10

Incentivized

March 25, 2025

Use Cases and Deployment Scope

Dialpad has been a massive help in our company in terms of communication. It is a versatile platform on which you can text, call, video call and create threads. Absolutely love using this app. You can use download it on your phone and desktop as well so it is very easy to use. I highly recommend it!

Pros

Efficient Communication
User Friendly

Cons

Finding contacts

Likelihood to Recommend

It is well suited as an extension phone so that you don't have to provide your personal phone number. I love the feature where you can update your status so that your clients are up to date if you are in a meeting, currently unavailable or if you are offline.

Verified User

Administrative Assistant in Customer Service (501-1000 employees)

Vetted Review

2 years of experience

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