Dialpad

Dialpad Ai Contact Center

Composite Score

7.2 /10

CX Score

7.5 /10

15 Reviews Write a Review

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What is Dialpad Ai Contact Center?

Dialpad Ai Contact Center is the inbound call center that enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, your agents have a single place to focus, troubleshoot, and resolve.

Company Details

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Awards & Recognition

Dialpad Ai Contact Center won the following awards in the Contact Center as a Service - Midmarket category

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1 Top Rated Capabilities

0 Top Rated Features

2024

2 Top Rated Capabilities

0 Top Rated Features

2023

Dialpad Ai Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Dialpad Ai Contact Center.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

1
Since last award

95 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Dialpad Ai Contact Center?

12% Negative

6% Neutral

82% Positive

Pros

Trustworthy
Fair
Transparent
Reliable

Feature Ratings

Average 77

Skills Based Routing

Screen Prompts

Knowledge Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Multi Channel Queue Management

Call Recording

Workforce Management

Contact Center Analytics

Ticket Management

Vendor Capability Ratings

Average 80

Breadth of Features

Ease of Implementation

Business Value Created

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Ease of Customization

Dialpad Ai Contact Center Reviews

Sam M.

Role: Operations
Industry: Apparel
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Incredibly Intuitive VoIP Call Center Software!

Likeliness to Recommend

10 /10

What differentiates Dialpad Ai Contact Center from other similar products?

There are a lot of VoIP offerings out there that just aren't intuitive. If you're using this type of software for any sort of customer support service, you probably experience fairly high to medium turnover. While it's wonderful to provide new employees with hands-on training, you still want to provide them with tools that are easy to use from the very beginning so that they can really feel comfortable using the software. Comfortable, confident employees = happy customers.

What is your favorite aspect of this product?

How easy it is to use! The queue management is so on point. It's so helpful to see where you'll be in the queue once your call is up and just how many customers are waiting to speak to someone.

What do you dislike most about this product?

If users do not have a strong connection, some features (like mute button, for example) will just disappear. Very odd! I hope this issue has gotten fixed since I was really in the weeds with Dialpad. Companies looking to purchase this software for use with remote workers will really want to make sure that their employees are not only on a strong internet connection but have a computer that runs decently. THAT SAID we have had folks use Dialpads on "potato" computers and it still worked fantastically 9 out of 10 times (more reliable than Zoom, for example, in the same context).

What recommendations would you give to someone considering this product?

Give it a trial, you'll probably end up loving it.

Pros

Reliable
Enables Productivity
Performance Enhancing
Inspires Innovation

Mitchell H.

Role: Information Technology
Industry: Transportation
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

Best voip system around

Likeliness to Recommend

10 /10

What differentiates Dialpad Ai Contact Center from other similar products?

The ease to use and the amazing metrics

What is your favorite aspect of this product?

It’s easy to use and administer

What do you dislike most about this product?

The dashboards could be better

What recommendations would you give to someone considering this product?

Give it a try it’s the best voip system I’ve used.

Pros

Helps Innovate
Continually Improving Product
Reliable
Trustworthy

Austin M.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2022

I highly recommend Dialpad!

Likeliness to Recommend

10 /10

What differentiates Dialpad Ai Contact Center from other similar products?

I have only used Dialpad, but the fact that I can use on my mobile device is very helpful. Dialpad organizes calls and transcribes them.

What is your favorite aspect of this product?

Transcribing of the calls, mobile phone app version, and organization.

What do you dislike most about this product?

I sometimes have trouble having calls forwarded to my cell phone.

What recommendations would you give to someone considering this product?

I would highly recommend Dialpad because of the organization, mobile app version, and ability to transcribe phone calls.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Leverages Incumbent Status

Dialpad Ai Contact Center

What is Dialpad Ai Contact Center?

Company Details

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Awards & Recognition

Dialpad Ai Contact Center Ratings

88 Likeliness to Recommend

1 Since last award

95 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love Dialpad Ai Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Dialpad Ai Contact Center Reviews

Sam M.

Incredibly Intuitive VoIP Call Center Software!

Likeliness to Recommend

Pros

Mitchell H.

Best voip system around

Likeliness to Recommend

Pros

Austin M.

I highly recommend Dialpad!

Likeliness to Recommend

Pros

Cons

1
Since last award

1
Since last award

2
Since last award

Feature Ratings

Skills Based Routing

Screen Prompts

Knowledge Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Multi Channel Queue Management

Call Recording

Workforce Management

Contact Center Analytics

Ticket Management

Vendor Capability Ratings

Breadth of Features

Ease of Implementation

Business Value Created

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Ease of Customization