All in one platform
July 04, 2024

All in one platform

Ali Khalifah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Ai Voice

We want to move to cloud and get rid of legacy system that we used for the last 13 years. DialPad Ai Voice has it all in one platform, call centre along with offices locations around the country, also running two brands has makes it harder to use the legacy system. Easy deployment and lots of support

Pros

  • Ai transcript
  • Call back
  • Csat card
  • Call recording

Cons

  • Call pickup options from different phones
  • Ability to use different line “sip” in room phone-no department line
  • More calls coming and less downtime = more revenue
  • Call back customers= more leads
  • Clear and easy to use= efficient
Voice Intelligence (Vi):Impact: Automates tasks such as note-taking, action items, and follow-up reminders, allowing agents to focus on the conversation rather than administrative tasks. Example: Sales representatives can rely on Vi to capture important details from calls and generate follow-up emails automatically. Custom Moments: Impact: Helps identify key points in conversations, such as mentions of competitors or specific products, aiding in better decision-making and strategy development. Example: Marketing teams can analyze mentions of new product features to gauge customer interest and feedback.
The transcribing option is amazing, it frees the time of the staff from typing all the time. We can send the transcription on a pdf instead of watching the videos. The ai understands if the customer is happy or grumpy, with words saying or complaining we can identify the issue and look at the recording
They don't /have limited AI feature

Do you think Dialpad Ai Voice delivers good value for the price?

Yes

Are you happy with Dialpad Ai Voice's feature set?

Yes

Did Dialpad Ai Voice live up to sales and marketing promises?

Yes

Did implementation of Dialpad Ai Voice go as expected?

Yes

Would you buy Dialpad Ai Voice again?

Yes

Easy deployment,all in one platform. Admin portal is simple to navigate, running new departments/offices is simple. Overall is great product for the money. Calls to specific countries are included in the license , which makes it easy for us to understand how much we spend and how much we need to add for the other costs

Dialpad Ai Voice Feature Ratings

9.3
Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
10
Directory of employee names
8
10.0
Answering rules
10
Call recording
10
Call park
10
Call screening
10
Voicemail Transcription
10
10.0
Mobile app for iOS
10
Performance & Compatibility of Online Events Software ()
Not Rated
Online Meetings / Events ()
Not Rated
Screen Sharing ()
Not Rated
Online Events Collaboration ()
Not Rated
Online Events Security ()
Not Rated
Unified Communications Platform and Collaboration ()
Not Rated

Using Dialpad Ai Voice

45 - Human Resources (HR):Recruitment and staffing Training and development Employee relations management Finance and Accounting: Financial planning and analysis Budgeting and forecasting Accounting and bookkeeping Payroll management Tax compliance and reporting Marketing :Market research and analysis Branding and advertising Social media management Public relations Customer relationship management (CRM)Sales: Lead generation and prospecting Sales strategy and
2 - System Administrators: The deployment was done by Dialpad. The System administrator was mainly guiding the deployment and providing feedback as well as information to what the business required for the project to meet the requirement and day to day functions.
System Engineer can also be an option to be supporting the daily ongoing support.
  • AI Voice
  • CSAT
  • Wrap-up code
  • AI Voice
  • Tran scripting
  • call pickup option
  • Ai Integration

Evaluating Dialpad Ai Voice and Competitors

Yes - IPFX , Twilio Flex and Spokephone
  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
  • Other
The system is all in one platform
I would do the same evaluation except I would be more looking for AI software to be the my main feature

Dialpad Ai Voice Implementation

We've done lots of changes and Prim was efficient to get the requirement sorted in no time
  • Implemented in-house
Change management was a minor issue with the implementation - Training and Support: Comprehensive Training: Providing thorough training sessions ensures users feel confident and competent in using the new system. We should have spend enough time to give the team to trial the application, we didn't give them any trial but it was succussed anyways Ongoing Support: Establishing a support system for troubleshooting and questions helps users adapt more smoothly and maintains productivity during the transition.
  • not having the call pick up option in the system

Dialpad Ai Voice Training

  • Online Training
  • In-Person Training
  • No Training
Welcoming and easy to follow the instruction
Simple and easy to follow, we had our branches around the country to be trained and the feedback was great. Only take if there was a desk phone training that would be great. The team provided us with video for the desk phone training
Some of our team didn't have training as they came after the training was done, or they were sick. We didn't realize until couple of days that they didn't needed any training since it was that simple. This was on the room phone and AI voice

Configuring Dialpad Ai Voice

We didn't require extra configuration from the AI, we used out of the box option
N/A
No - we have not done any customization to the interface
No - we have not done any custom code

Dialpad Ai Voice Support

Very responsive, we had an issue with one desk phone not receiving calls, the support check their log and found out that DND was on
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We didn't, we don't think we need it. Everything is in the University portal and the QA
I've use the chat support to ask questions about doing some change in our settings and they help immediately. The chat support is an easy way to get help when need it very quickly

Using Dialpad Ai Voice

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • UI is easy to follow
  • Departments
  • Company and main company
  • Analytics
Yes - very similar to the online app, easy to use and simple to navigate

Dialpad Ai Voice Reliability

We had about 25 Department for one company and the other company had about 15 department all easy to use and change.
So far we hadn't had any outages, although this only has been a month since the implementation.
No issues at at all so far, its been only one month since the implementation

Integrating Dialpad Ai Voice

Easy and simple
  • Our internal CRM
Yes, the application provide API integration and that all we need to get the system going
  • Single Signon

Relationship with Dialpad

Dialpad nz, run by [...]. Absolute legend we had the business introduction to dial pad 2 years ago and had not gone with Dialpad, we came back again and chat with [...] and we were sold to get the product.
We're still engaging with [our representative] to do the second stage of digital engagement
Volume Discounts
We were able to get payment 3 months instead of yearly or monthly
[Our representative] and his team are professional, they will always try to get you a better deal

Upgrading Dialpad Ai Voice

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