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Dialpad Ai Contact Center Logo
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Dialpad

Dialpad Ai Contact Center

Composite Score
7.2 /10
CX Score
7.5 /10
Category
Dialpad Ai Contact Center
7.2 /10

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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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

82

Screen Prompts

82

Knowledge Management

79

Contact Center Compliance Management

77

Call Scripting and Call Flow Management

77

Multi Channel Intake Integration

77

Multi Channel Queue Management

76

Call Recording

75

Workforce Management

74

Contact Center Analytics

73

Ticket Management

69

Vendor Capability Ratings

Average 80

Breadth of Features

87

Ease of Implementation

87

Business Value Created

83

Quality of Features

82

Ease of Data Integration

81

Product Strategy and Rate of Improvement

80

Availability and Quality of Training

80

Usability and Intuitiveness

78

Ease of IT Administration

77

Vendor Support

77

Ease of Customization

71

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
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