Dialpad survey
October 01, 2024

Dialpad survey

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Contact Center

We are inbound call center with 24 hour 365 days open in three locations in Japan. We are looking for cloud PBX which provide BCP solution for us. We had an on-premises PBX in one location and connected to other locations. Also we wanted to use original phone numbers which we have provided to all customers in 30 years. However, other cloud PBX need gateway to
the location which do not meet BCP requirement. Dialpad meet the both requirements, and also there are some other options like easy IVR setup, Auto callback, and BYOD those may increase our efficiency as well.

Pros

  • IVR work flow is able to set any requirement
  • We can use Dialpad in any location with 24/365
  • Analytics is quite well in checking numbers of call with quick response

Cons

  • Live Dashboard should show more Bigger text otherwise agent cannot see by big monitors located in office!
  • Waiting for Dialpad Ai which will never available in Japan
  • Never understand the call journey who hung up the phone
  • When PC shut down, agent should be Off duty but still Available and call rings.
  • Support chat use weird Japanese
  • Never provide update information beforehand which sometime make confusion and troubles that Google cloud platform made
  • Call back system decreased 5% of abandoned calls
  • 3 callcenters in different locations are taking same calls and using chat and threads to communicate each other
  • We prepare BYOD when all callcenters may not be available
Live dashboard never improve the small text to big text since we have requested in Apr 2023.
And also SMS and Ai never available in Japan.
That was 3 years ago and They didn't have Ai at that time. But only reason why we did not choose Genesys was, it required Gateway systems set in our office which did not meet our BCP requirement

Do you think Dialpad Support delivers good value for the price?

No

Are you happy with Dialpad Support's feature set?

No

Did Dialpad Support live up to sales and marketing promises?

Yes

Did implementation of Dialpad Support go as expected?

Yes

Would you buy Dialpad Support again?

Yes

Easy to setup, and easy to start using Dialpad. IVR can be flexible when your office ask any requirement, and this solution is important for BCP requirement as well.

Dialpad Support Feature Ratings

4.6
Agent dashboard
1
Validate callers
8
Outbound response
3
Call forwarding
3
Click-to-call (CTC)
5
Warm transfer
4
Predictive dialing
9
Interactive voice response
2
REST APIs
3
Call tracking
9
CRM software integration
4
7.4
Inbound call routing
7
Omnichannel inbound routing
7
Recording
7
Quality management
9
Call analytics
8
Historical reporting
7
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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