TrustRadius: an HG Insights company

DialSource Reviews & Insights

Score10 out of 10

5 Reviews and Ratings

Get a Demo

DialSource Reviews

4 Reviews

DialSource is the easy solution for customer communications

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Thanks to this software we can have a greater and better control of calls in customer service and also with the integration to SalesForce program, allows us to carry out the daily activities of the agents almost automatically, being able to monitor their progress in communications with customers.

Pros

  • We can with the software record every inbound and outbound call, in addition to being able to monitor the work of agents on each call.
  • Workflow automation is very easy to set up and configure, so employees are ready to perform their daily work without any inconvenience.
  • It allows call recording to monitor agent performance and to learn about customer requests.

Cons

  • I would like to see the inclusion of being able to not only record the call, but the transcript of the call, to have more control.
  • Integrations with social networks and other channels would be very important to not depend on other software.
  • It is not as intuitive and easy to use at first as I would like so that all employees can quickly start using it.

Likelihood to Recommend

A software that I highly recommend. We all managed to learn how to use it and in a short time we were already increasing the number of daily calls handled. Customers also increased and the performance of the agents increased by 100%, and that is why we did not change our call software.
AP
Andres Pirela Loyo
Director of Residential Sales in Professional Services at Green Lawn Fertilizing (201-500 employees)
Vetted Review
DialSource
1 year of experience
View profile

DialSource the easiest way to train agents remotely

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We didn't know how to get our customer service agents, who work for us remotely, to learn the ins and outs of how our company works. With DialSource we were able to solve that problem by providing us with a complete training, monitoring and performance program for our remote employees.

Pros

  • It is very useful; all the information that throws in detailed reports, management, and performance of the trainee staff, as we can notice their failures and correct them.
  • A very easy to use software, it is very intuitive and dynamic, which makes the learning curve is fast.
  • It also serves to monitor the activities of the staff already working and closely supervise the work of all agents: remote and local.

Cons

  • Technical support took too long to answer some of the questions we had.
  • It lacks some permissions that should be granted only to system administrators.
  • If you want to take full advantage of this tool, you need to have time, because it has many functions, sections and tools that can be overwhelming.

Likelihood to Recommend

A program that all companies with customer service departments deserve, not only to train their new staff, but also to monitor the performance of hired personnel. With this software, we found the easiest and most efficient way to provide quality customer service.
CF
Cilia Flores
Head of Community in Customer Service at Miro (1001-5000 employees)
Vetted Review
DialSource
1 year of experience
View profile

Dialsource, it just works!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Dialsource is integrated with Salesforce.com using Jungo. Jungo is the company that has customized Salesforce.com for my industry. I'm a residential mortgage loan officer. I've been lending for 26 years and Dialsource helps me complete the necessary calls required to create new business. We use it for power hours to auto-dial clients and help document client conversations with preset notes. It's a real time saver.

Pros

  • Helps with dialing pre-set client lists.
  • Helps create a clear handoff between team members due to automated profile documentation.

Cons

  • I don't see any areas of improvement at this time.

Likelihood to Recommend

Dialsource is great for any application where the business is using Salesforce.com. It helps with the dialing of the phone, leaving preset voicemails, speeding up the client call back response time and documenting client interaction in Salesforce.com. I recommend it to my realtor partners, and their teams, as a way to create more business contacts and interactions.

MC
Mark Coffman
Senior Mortgage Loan Officer in Sales at Pike Creek Mortgage Services, Inc. (51-200 employees)
Vetted Review
DialSource
3 years of experience
View profile

DialSource has the best telephony on the planet.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Inside Sales uses it for inbound and outbound calling. It allows us to see the contact details in Salesforce and make and receive calls in the same system.

Pros

  • Best telephony of any tool
  • Backend automation pre-call and post-call that save reps a ton of admin time.
  • Inbpound lead matching by phone number inside of Salesforce

Cons

  • NeedS email functionality
  • Could use more features around managing reps
  • Needs more analytics and reporting

Likelihood to Recommend

ISR/BDR/SDR/MDR calling (inbound/outbound) customer service and any area that makes or receives high volumes of calls.
RM
Rob Morris
Director of Inside Sales in Sales at Simplus (51-200 employees)
Vetted Review
DialSource
10 years of experience
View profile