Dialpad Connect

Score8 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

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

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

Dena Breier View profile

COO at 911WRAPS (1-10 employees employees)

Use Cases and Deployment Scope

We chose Dialpad Connect as aphone service to contact clients via chat or text. We liked a few feature: 1. Keeps all call logs for future use. 2. transcribes mesages 3. records conversations 4.good forwarding options 5. good agent transfers - if one agent is busy system finds open agent 6. great customer service if any problems arise

Pros

transfer to open agent
records phone conversations
keeps messages & call logs per customer

Cons

happy with program
- grown in the 3 years used

Return on Investment

decreased agent wrap up time
reduction in average handle time
improved note taking

Usability

Alternatives Considered

Grasshopper

Other Software Used

Airtable, Pipedrive, CamScanner

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

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Usability

Use Cases and Deployment Scope

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Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

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