Dialpad Call Center Platform

Dialpad Call Center Platform

by Dialpad

Who Uses Dialpad Call Center Platform?

Support teams who are looking for a cost-effective, intuitive, cloud-based call center solution.

What Is Dialpad Call Center Platform?

Dialpad's call center software improves customer experience and agent effectiveness, resulting in better conversations. Automate tasks and capture insights to save time. Improve CSAT, FCR, close tickets, and keep your customers happy with Dialpad. Cut costs with zero usage fees for local inbound calls and fair use policy on outbound. Use real time recommendations to boost agent confidence and give them answers they need to help customers in the moment. Decrease churn by monitoring sentiment.

Dialpad Call Center Platform Details

Dialpad

https://dialpad.com/

Founded 2015

Dialpad Call Center Platform Pricing Overview

Dialpad Call Center Platform starts at US$75.00/month. Dialpad Call Center Platform does not have a free version and does not offer a free trial. See additional pricing details for Dialpad Call Center Platform below.

Starting Price

US$75.00/month

Free Version

No

Free Trial

No

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Documentation

Support

24/7 (Live Rep)

Business Hours

Dialpad Call Center Platform Features

Call Centre Software
Blended Call Centre
Call Logging
Call Scripting
Call recording
Campaign Management
Escalation Management
Inbound Call Centre
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Centre
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Dialpad Call Center Platform Reviews

Showing 5 of 294 reviews

Overall
4.2/5
Ease of Use
4.5/5
Customer Service
4.2/5
Features
4.2/5
Value for Money
4.3/5

The Best Office Phone Solution

Reviewed on 15/1/2020
Nicholas C.
Executive Director
Nonprofit Organisation Management, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Dialpad's AI transcription service makes it easy to follow up on calls without writing notes. It automatically locates todo actions and positive/negative sentiments and makes it incredibly easy to stay on top of all your office communications.

Pros: Dialpad truly has two distinguishing features that make it better than all other competitors: 1. Design. Dialpad's intuitive user interface across all its platforms far exceeds the clunky, outdated interfaces of its closest competitors. Having a similar, yet distinguished interface helps differentiate it from your regular phone app on your phone while retaining similar functionality to ease the learning curve. 2. Seamless integration. Dialpad makes it easy to switch calls between your devices. For example, if I take or make a call on my Mac, I can easily move it onto my cell phone if I need to move locations. Other competitors typically have an iPhone app. While some have apps on other platforms, we have found them buggy, and for some, unusable. There are a number of other features, such as its AI transcription, but these are probably the two most important features for a phone system. Simply put, our team has never had a single complaint about Dialpad, which is exactly what you would hope for in an infrastructure component like Dialpad.

Cons: There isn't anything that I dislike about Dialpad. It has been a perfect solution for our office phone system.

Dial Pad Versus Other Phone System

Reviewed on 31/5/2019
Dysiree R.
Executive manager
Real Estate, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
4/5
Overall
4/5
Ease of Use
4/5
Features & Functionality
4/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: My experience was great, basically it does the job we need so I am satisfied with that. But to be more advanced, the system needs more improvement and I hope they could make it more user-friendly​.

Pros: If you are looking for a ​cheaper phone service, that does the job of catering your customer's, this might be the one for you. Way cheaper than Ring Central and The Customer​ Service is Up top, but SOMETIMES not so easy to get in touch with especially​ on weekends. However, I highly recommend​ their service as they are very fair to their users, For instance, when we were still getting used to the system,​ we have 4 phone lines that were reserved and we weren't aware that it was being billed, but the customer service steeped in and refunded the cost of the unused lines RIGHT AWAY, they are easy to negotiate with.

Cons: The Software is basic, but not that very user-friendly compared to ring central. We've been using Ring Central for a few years before we shifted to Dial Pad.
Recordings are not easily located, when you try searching the phone number on the call logs, it will just give you the activity and the only way for you to turn on the recording is to manually​ turn it on while on a phone call, there must be some other ways, but for people who are not so techy and just wanted to use the phone service solely, it would be quiet a challenge figuring how to set this in automatic mode. Dial Pad also Offers Transcription, this means that all Voicemails left on your phone numbers we're automatically transcribed, however,​ it is not accurate but it does the job.
Integrations with dialpad to your customized database​MIGHT be possible​ but at a higher cost and you may need to get a quote with their Sales Department.

An Amazing Softphone System

Reviewed on 10/2/2020
Tyler S.
General Manager
Automotive, 13-50 Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
4/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: We switched from a standard phone system, not even VOIP, to this and has helped tremendously. It helped handle and port calls to the right department, fend off solicitations and auto spam callers. We can transfer calls, have a funny hold tune, and more features that are being released as time goes on that brings us and our customers value.

Pros: Easy.
Helps cut down on spam calls when auto attendant is set up.
Decent integration with Google.
It has Uberconfernece, which has cool features for a group call.
You can set up departments that are multiple user ringing lines. Easy to setup.
Easy and fast editing if you have alternative hours of operation a certain week.
Recordings and Voicemails can be saved to your google drive!
Reporting shows a lot that helps visualize what you're dealing with.
Contacts can be auto-imported into your Google Contacts list.
Notifications on missed calls and voicemails.
You can turn on when you're in business, so that phone calls go straight to voicemail after a greeting after hours.

Cons: Sometimes has issues with dropping calls sometimes.
Sometimes can be a hassle if your headphone system isn't set up on the first call of the day, whether user error or settings getting mixed around automatically.

good value but buggy.

Reviewed on 23/7/2018
Harry R.
Licensed Massage Therapist
Health, Wellness & Fitness, Self Employed
Used the Software for: 2+ years
Reviewer Source 
3/5
Overall
4/5
Ease of Use
2/5
Features & Functionality
5/5
Customer Support
3/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: As primary business phone line, Dialpad fits the bill. I can make and receive calls for my business on my personal phone without revealing my personal number, and I can maintain a minimalist customer list. As a mobile-only (not an enterprise) user, there’s a lot that the app can do which I don’t need. Dialpad appears to have capabilities that can support my business growth (additional users and physical locations), but I’ll be wary of whether their inconsistent iOS interface is an indication of spotty development overall.

Pros: Note: Dialpad offered gift certificates to reviewers. I think that’s shady. But I have used the app 2+ years.
Best: I am a sole proprietor (single user) & love that this app gives me a business phone number that rings to my personal device. That’s genius, a good value, and worth all interface hassles. Also, support has improved a lot. I get timely, thorough responses to issues: there’s a star-rating requested every outgoing call, and when I have reported issues (rare, such as one-way audio), they’ve sent detailed analysis explaining what happened. At least one bug I reported (an issue where the keyboard covered most of the comment field on a feedback window, with no scrolling) has recently been fixed.

Cons: Dialpad scores terribly on its interface and on interoperability with other apps. The contacts-search function won’t access iOS Contacts (even with access granted in Settings): type a name in search, and it will sit & spin all day. It doesn’t even time out. The app provides a skeleton contacts function (name, phone numbers, emails, company, and title—that’s it), so I lose a lot of functionality that’s essential for a communications app. Similar fail when sharing a picture from Photos: tap Share, select Dialpad, and the app will open to the eternal spinner (yet the app will acceess Camera and Photos the other way around). Also, unlike iOS Messages, when I start a text in Dialpad and need switch screens or apps, the draft text goes away. Lost time & effort. These issues are all long term, so clearly, the development team just has not prioritized basic functionality in their phone app.

Freedom from hardware!

Reviewed on 19/11/2019
Verified Reviewer
IT Systems Admin
Education Management, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Our "phone system", i should say, "solution" is orders of magnitude cheaper, easier to support, and easier to expand.

Pros: I like that we kissed, well, without mentioning names, we kissed goodbye to hundreds of thousands of dollars worth of "top of the line" physical equipment and replaced it with a simple "byod" solution... and our organization couldn't be happier with the switch!

Cons: It's been awhile now, and I've forgotten most of it so it couldn't have been too severe, but there were some quirks with how different kinds of lines were priced out. if it's still the same, they could use some extra clarity there.