About Dialpad

For quickly growing businesses looking to efficiently scale their support teams, Dialpad provides a cloud-based call center with access to real-time customer insights. Dialpad allows users to onboard quickly and focus on delivering a great customer experience. Key features include real-time call transcription, live customer sentiment, and live agent coaching.

The solution offers integrations with Zendesk, Salesforce, Slack and many more.

Priced per user per month, Dialpad Contact Center offers free calls to the US and Canada, no per-minute fees, unlimited inbound minutes and unlimited texting.


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410 Reviews of Dialpad

Average User Ratings

Overall

4.34 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(214)

214

4 stars

(141)

141

3 stars

(38)

38

2 stars

(10)

10

1 stars

(6)

6

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 410 results

January 2021

Jonatan from Edge Logistics

Verified Reviewer

Company Size: 51-200 employees

Industry: Logistics and Supply Chain

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

January 2021

An app that you would not stop using!

Quality, Dialpad talk not only allow us to answer and make calls, but we can use it to track every possible KPI and with that, keeping the quality of the service by auditing each interaction.

Pros

Dialpad talk has several features but the most amazing one if Voice AI, it allows us to identify the matter of a call and lead us to analyze every interaction.

Cons

Groups, we would like to have more control about groups of people created within the app, due to the current moment we are living (pandemic) we are more connected than ever, and people love personalizing their groups.

Reasons for Choosing Dialpad

Dialpad is less expensive and has a long list of benefits that WebEx does not.

July 2020

TJ from Commercial Credit Group, Inc.

Company Size: 201-500 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

This is the next step in IP phones - Perfect for working from home

This has been one of the best decisions our IT team has made. We tested the other cloud phone providers, with none providing the fully featured, simple and reliable system as Dialpad. Adding users, configuring phone trees, configuring main lines, adding fax, everything is simple, fast, and intuitive in their system. With integration into Hubspot, which we already used as our CRM, our management has even more insight into their sales team's performance. Our user feedback has been overwhelmingly positive. Our ability to have users work from home and have 100% full phone access cannot be overstated. This is probably the biggest takeaway anyone should take from reading this. Absolutely no disruption in our ability to call or make calls when switching our entire office to working from home.

Pros

Deployment cannot get any more simple. Set up the user in the web interface, put in 4 digit activation code on phone. Done. Work from home - SIMPLE. With Office 365 integration, users simply use their email and pass to sign into Dialpad from their personal cell phone, personal computer, work computer, anywhere. Just moved offices, our phone system was the only system that required no extra setup. Just plug in at the new location, and everyone is working like normal. Simple and intuitive. Reliable, priced perfectly, full of features.

Cons

I used to have cons with the limited abilities admins had over users' settings like call forwarding (for example, if an employee is sick and forgot to set her calls to forward to someone else). This has been fixed recently, and at this point I cannot think of any con.

Reasons for Switching to Dialpad

Shoretel was outdated, required on-premises equipment, and required trained support to help with some of the smallest issues. Physical appliances would fail, leading to major phone downtime randomly.

March 2021

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2021

Very benefitcial to grow the business at full throttle.

Dialpad is never less than any other managing tool to manage the business opportunities for the upcoming development process. The ideas are unique and can be implemented with great skills. We can run the system smoothly and there is nothing more feasible and flexible in bringing the business detail with great comeback. We can track the prices and can implement compared prices with powerful skills. Hence, the managing ability is more prominent and sound for creating powerful business opportunities.

Pros

Dialpad is a very detailing tool in detecting the promotions and developments on a high scale. The business ideas are incredible to grow and watch the business at all levels. Its ability to check the growing business opportunities is very appreciative and nothing is more comprehensive in bringing the whole production detail at a single click. This tool can watch the business moves at the great skill and presents powerful solutions to find out the business empowerment ideas.

Cons

This application can go with small and big scales but, its understanding is very important before installing it in the system.

July 2018

Amber from Civil Engineering

Company Size: 11-50 employees

Industry: Management Consulting

Time Used: Less than 12 months

Review Source


Ease-of-use

4.0

Value for money

3.0

Customer support

1.0

Functionality

2.0

July 2018

Cheaper than most, but you get what you pay for..

I feel like the cons outweigh the pros at this point. We have had the system for 9 months and I am ready to go back to regular desk phones and a local phone/internet company.

Pros

I love the features and they are easy to change and update. Being able to get rid of desk phones and give every employee their own direct line number is great ( for the employees who need one) Transferring calls is easy and I like the feature that it asks you if you would like to "ask" the person if they want to take the call or not. I love that it keeps track of phone calls, times, and send monthly reports regarding all calls ( dropped calls, missed, minutes used etc.) Being able to easily transfer calls to an employees cell phone is useful.

Cons

It starts to get a little pricey the most employees you have. The "Fees" attached to the price are outrageous! These fees are described as : "Federal Universal Service Fund" , "Federal Regulatory Assessment Fee", "State and Local taxes" , and "Compliance and Administrative Cost Recovery" ( the compliance and administrative cost recover is the highest fee and I have no idea what it means or what it is for). I know we have to pay taxes, but when we had our old phone system ( through a local utility company) we didn't pay these fee's? Using Dialpad has tripled our office phone cost, and that's before you buy the needed headsets for use. You have to add each and every employee that ever needs to use the phone and there is a monthly cost added to your bill ( cost plus fees), I have 3 employees who rarely ever use the phone for work, and I have had to add them as full users. There is no way to have a "main" phone or line that multiple employees can use to make or receive calls. It is not cost effective because I have had to add those three employees to the system, just so they can make a few phone calls per year. There is a very big delay when you have calls forwarded to your cell phone. When we chose Dialpad we chose it because of the features and price, the price looks good at first, but as you add employees and all the fee's it's extremely high. Above and beyond any of these things, the customer service is very lacking. It is the worst customer service I have ever received from anyone. You cannot make a call to customer service, you can only use email. The "help" or response is not automatic, so if you are experiencing issues with the system ( which happens more than I think is acceptable for a business phone system) you have to wait sometimes 1-2 days to get a response or help. They did offer to "upgrade" us to a premier account, which just costs even more money. If you have a premier account you can have a phone number to call and actually speak with someone in customer service. We have had many issues with dropped calls, callers not being able to hear us, fuzziness in calls etc. These things are no big deal if they happen rarely, but they are fairly regular. When customer service does get back to you, they are incredibly rude and not very helpful, and it's usually 3-4 back and forth emails before a resolution is given or the issue is fixed.

July 2020

Tamesha from BackonTrackAgent

Company Size: 1 employee

Industry: Insurance

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

I Love It!

Efficiency is the right word to sum it up with DialPad. Dialpad has brought Efficiency with my business. I'm able to connect with my clients right from the start. DialPad allows me to prepare to take a call by sending a notification to my device or desktop. I'm ready for every call.

Pros

I love how DialPad offers all of the contacts information right there all at one time. You can check and see the last email, text, appointment. Also, you can view tips to use in you conversation.

Cons

I don't have a whole lot of cons for Dialpad. The only thing, I may say is when there time for an update, my app starts to disconnect a bit when receiving calls/text messages. Other than that, I use DialPad on a daily basis all day long. It's the first thing I bring up on my computer and on my cell phone when I'm on the go. I never miss a call or a message. It's the life of my business.

Reasons for Choosing Dialpad

Initially the color of the company drew my intention. During the trial, I saw how functional Dialpad was. The application was easy to use, I like the way that I was guided to use the product as a new user. I was able to get set up in about 15 mintues. I was able to link my email, setup my phone settings, and import all of my contacts instantly. As the weeks went by, I realized that DialPad was a special tool that made my business thrive more vibrantly.

Reasons for Switching to Dialpad

I made the switch because the software worked but I still had to use other applications to help with the call. Such as previous notes and emails. I could not figure out how to separate my contacts and I did not feel efficient. I'm glad I made the switch. I feel more confident using DialPad.