TrustRadius: an HG Insights company

Dialpad Support

Score9 out of 10

74 Reviews and Ratings

What is Dialpad Support?

Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.

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Categories & Use Cases

Videos

Dialpad Support Key Features

Learn about the best (and worst!) features Dialpad Support has to offer, as determined by TrustRadius' reviewers.
Based on 74 ratings of Dialpad Support's features
View all Dialpad Support features

Top Performing Features

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.2

  • Call forwarding

    Forwarding of calls to the appropriate agents.

    Category average: 8.2

  • Live reporting

    Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

    Category average: 8.6

Areas for Improvement

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.7

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.4

Who Buys & Uses Dialpad Support

Most Frequent Users

Top 2 industries using Dialpad Support.

Based on HG Insights installation data
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#1 most frequent

Information

66.7%

2 installations of 3

#2 most frequent

Real Estate and Rental and Leasing

33.3%

1 installation of 3

Dialpad Support Reviews

What users are saying about Dialpad Support.
View all Dialpad Support reviews

Dialpad Support and It's User Friendly Features

Incentivized
Aracely FelixView profile
Patient Care Coordinator in Customer Service at Skin Perfect Medical (501-1000 employees)

Use Cases and Deployment Scope

I use Dialpad Support in my organization to communicate effortlessly with patients while maintaining HIPPA guidelines. I appreciate the Dialpad Support application because it's call recording feature facilitates tracing back conversations and retrieving patient information efficiently. Dialpad Support does a great job at summarizing calls with patients making it a quick reference point.

Pros

  • Recording call/text history
  • Providing Ai translation
  • Notating call data

Cons

  • Enhanced search functionality: Looking up patients on Dialpad Support to find their call/text history without having to call them
  • Text ringtone notification (like the call one)
  • Transcription services for other languages

Return on Investment

  • Callback option
  • Queue
  • User friendly

Usability

Alternatives Considered

RingCentral Contact Center

Other Software Used

RingCentral Contact Center, Zoom Phone, Nextiva

I love it

Incentivized
Verified User
Employee in Customer Service (1001-5000 employees)

Use Cases and Deployment Scope

Dialpad as been an amazing system. I handle all of my work calls on there. Even if i did have an issue as to me not being able to hear callers, support helps me rather quickly! I love that if i accidentally miss a call i get a HUGE notification on my window so I can know that it was missed.

Pros

  • Notifies of missed calls
  • Connection
  • Being able to dial out

Cons

  • I would prefer to have different ringtones
  • Being able to dial buttons when on a call
  • N/A

Return on Investment

  • Decreased agent wrap time
  • Reduction in average handle time
  • Not a lot of aftercall work

Usability

Alternatives Considered

SISCOM

An honest review

Incentivized
Verified User
Team Lead in Customer Service (11-50 employees)

Use Cases and Deployment Scope

We use Dialpad Ai Contact Center for it's contact center features. We need a software that can route calls in a specified order to the right people while queuing up customers that are waiting to be helped. We additionally needed a platform that can provide us analytics on how we are doing with our calls and if possible, has features to help the advocates succeed.

Pros

  • Robust features
  • AI integration

Cons

  • Many features already in place aren't as robust as they should be. i.e. stats don't note average time in queue until abandon.

Return on Investment

  • We were able to decrease call times due to analytics
  • Using the QA system we were able to start tracking QA.
  • We found that agents did have increased wrap up due to not having different time sub states that can be assigned to different agents.

Usability

Alternatives Considered

RingCentral Contact Center

Dialpad Support

Incentivized
Verified User
Team Lead in Legal (51-200 employees)

Use Cases and Deployment Scope

I use Dialpad on a daily basis to accept incoming calls from prospective clients. This system is so user friendly. I have only been working with Dialpad for a few months but my experience so far has been wonderful. I would recommend Dialpad to over law firms for daily use.

Pros

  • They are quick to respond when there is an issue
  • The system is easy to use

Cons

  • I would like for all users to be able to view call metrics, not just admin.

Return on Investment

  • Dialpad Support lets me view my teams call stats easily

Usability

Alternatives Considered

Ebbot

Other Software Used

HubSpot CRM, Clio

Dialpad is great

Incentivized
Verified User
Employee in Customer Service (51-200 employees)

Use Cases and Deployment Scope

We use Dialpad at Lehan's Medical Equipment for our call center. It is a great app, very user friendly, and I love how I can log in on my phone as well as my work computer. I never have any issues and am able to log into different devices quickly and easily. This app helps us take care of our patients on a daily basis. Thanks Dialpad!

Pros

  • Easy log in
  • Customizable settings
  • User Friendly

Cons

  • Screeching noise (rarely, but happens)
  • Wish I was able to send a mass text to multiple different numbers at one time (not a group text)
  • I wish you could mark texts as "unread" after opening

Return on Investment

  • saves time being so user friendly
  • customer feedback helps us to improve
  • better analytics

Usability

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