Dialpad Support Software

4.27 / 5 (270) FrontRunners®

Our advisors have recommended this product 3 times in the last 30 days

About Dialpad Support


For quickly growing businesses looking to efficiently scale their support teams, Dialpad Support 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 Support offers free calls to the US and Canada, no per-minute fees, unlimited inbound minutes and unlimited texting.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

270 Reviews of Dialpad Support

Average User Ratings

Overall

4.27 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(131)

4 stars

(97)

3 stars

(31)

2 stars

(7)

1 stars

(4)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 270 reviews

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May 2019

Dysiree from ContactCRE

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

May 2019

Dial Pad Versus Other Phone System

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.

March 2019

Milan from RE/MAX INTEGRA

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

March 2019

Dialpad Review

Overall, the experience with Dialpad is quite positive. We came from another in house VOIP solution, and knowing that you always have someone ready to help you , gives you peace of mind. It does what its supposed to do, and the majority of the time it does it well!

Pros

One of the best features Dialpad has to offer is the ability to integrate with other services. Single sign on makes accessing Dialpad a breeze, and with GSuite requires one less password for myself, and all of our users. We all have so many passwords that we need some form of software to maintain them all! Interaction with other users through Gsuite, Salesforce, and many others also show up in the main interface allowing users to quickly go back to files, or conversations they recently had with other users. Unified communications is big in today's world and Dialpad handles it quite well. There is a decent variety of equipment that you can use with Dialpad, but it also allows us to completely remove the desk phone which is a nice touch, especially considering the types of work envoironments we have where users can chose where they would like to work. Last but not least, and at the core of its functionality the basic phone system. While allowing users to transfer calls amongst people, you are also able to transfer between devices, which means that, when your 1-2 meeting runs long, you can move your call to a mobile device if you need to get going. Overall the system is quite robust, and provides all the functionality one could ask for!

Cons

Its hard to list many cons, as we have only ever experienced a few, but here they are. Not all bluetooth, or wireless headsets play well with Dialpad. We have had to switch the headsets that a handful of our users depend on. That being said, once you have found one that works well, there are no problems. One other problem that we have encoutered is dropped calls, or unresponsive application. Most of the time, a simple restart of the application, or computer will resolve these issues, but they are still issues. Last but not least, the frequent updates. While it is good to continuously provide important updates, it feels like there is one every week, and not all users are comfortable with making these changes.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

November 2018

The most advanced and affordable option out there

I love Dialpad. We started with Google Voice back in the day, but abandoned it because it wasn't a flexible office phone solution. Then we jumped into Switch.co because it promised a lot that Google Voice lacked. It wasn't quite right for us yet so we went away from that too. I also tried other solutions along the way. After a few years, Switch.co matured and was rebranded into Dialpad. Since that maturation we've been all in! The new iteration of the platform had the simplicity we needed while at the same time bringing the tech we desired. The audio delay on this voip service is non-noticeable. Let me repeat that, the audio delay is non-noticeable. We've tried a lot of VOIP systems and that is my biggest complaint. Dialpad delivers on the quality of the audio and the non-noticeable delay. When we've had issues or questions, customer service was on it in a suprisingly short amount of time. On top of that, they always resolved our issues/questions in a satisfactory way. This is a great product, but moreso I think they're a great company.

Pros

1) Works on ios/android, computer, and desktop phone. It works well on all the devices I use.
2) You can transfer calls between devices.
3) Each month it gets increasingly better with regular software updates.
4) Simple management of our team phone numbers and departments.
5) It allows for better general office number handling.

Cons

1) When switching from wifi to cellular LTE the call often drops or has issues for a bit (ie. leaving the office, with HD calling enabled)
2) Not great conference integration. I'd rather see a great video chat solution that integrates smoothly, than halfway-there uberconference integration. The pricing is silly w/ uberconference, every one of my lines doesn't need their own uberconference, we really only need 1 or 2 lines.

January 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

January 2018

Cloud-Based Office Phones Increase Productivity

Pros

I admit I was somewhat hesitant for our office to move from a traditional phone system to a cloud-based one. After using Dialpad for nearly a year, I honestly can't remember why I had hesitations in the first place! This system makes my work communication simple and efficient. I'm in and out of the office all the time, so it's been great to be able to answer work calls wherever I am. Our staff uses the messaging function to interact with each other on team projects. I love the fact that you can easily look over your call history list and edit call information to the name of the caller -- I don't have the need to scribble phone messages on paper anymore because it's all conveniently on the app! In addition to receiving voicemails on your phone, you can get emails including them too, so if you need to pass the message on to a co-worker, it's just a simple email forward away. Another awesome feature is the call data. You can track how many people are calling your organization during a specific time period, what percentage of those calls are getting answered, and who in your organization is making the most calls, along with much more data. These metrics can be used in a variety of ways to make your staff more efficient and engaged.

The interface is easy-to-use and understand. Once you have the app on your device and configured appropriately, it's nearly problem-free. It makes me more accessible to our clients and helps keep our team on the same page -- what's not to love?

Cons

The number one issue you will need to get used to using this product is the slight delay that happens from when you speak your words to when they are actually heard. This results in a lot of accidental talking over your caller, but once you use the product for a while, you will get the hang of it.

You can set up the app to use wifi or your calling plan. If you use your calling plan (which you must when you are away from a wireless router), you can get calls with bad connection or even drop a call. If you do have an issue during your call, you have the ability to give the call a one to five star ranking. If you rank the call low, you can add details about the problem, and then support will take a look and try to address the problem if possible. So there are issues, but I think the benefits definitely outweigh the negatives.

July 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

1.0

Functionality

3.0

July 2018

Promising service BUT...

Mobile communications for a small business. Call recording. Conference calls.

Pros

In fairness to the "But/Cons" that I will mention, this is the second business that I've used Dialpad for. I've loved the flexibility of the service! Apps for all big platforms, and it has been fairly reliable for VOIP. I love their call recording and uberconference is decent although it would be SO helpful to be able to share videos better.

Cons

There are some features that a business would expect to have. The ability to delete a license or to migrate a user... or to view messages from an employee. Why wouldn't an admin have access to this? THis is a business service not for personal calls!!! I had a huge issue with an user threatening to sue & harm me and was contacting my clients and badmouthing my business. Dialpad said that I would need a court order to view those communications!!! WHAT? I'm paying for the service! It's MY account!

I had a desperate need to see what damage that he was causing and Dialpad wasn't there for me and likely won't be there for you either! Also, they would take a full day to respond to a support message allowing him to do further damage as I waited and waited. I could delete him, but then all messages/evidence would have been lost. I practically begged Dialpad to call me and they said that my plan didn't include phone support. I would have thought that Dialpad hearing that their service was being used to threaten people would have caused Dialpad to take greater measures to help their customer. Even when they tried to help they caused technical glitches and delays that allowed the user to delete almost all of his messages to hide his behavior so I still have little idea what kind of damage the he caused to me. When the account was finally assigned to a new user I asked to speak to a manager and the never heard back from my requests. Serious flaws here!!!

March 2018

Scott from Predictable Hire

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

Has been a great piece of software for my business

This software has allowed me to spin up or down business operations with the flip of a switch, and gives you a VERY full featured office phone solution for a fraction of the price of other companies. When comparing this to hardline phone systems, I honestly don't know why any company wouldn't just use this instead (as long as your computer has an ethernet connection).

Pros

I like that the software is affordable, reliable, and accessible in many different ways. I use it as the main business line for my company and adding/removing users is super easy, creating a main line is easy, and having access to your phone via apps anywhere you are is fantastic.

I also am very impressed with their quality and their customer support. I was having an issue with call quality, and I couldn't tell if it was my bluetooth headphones or my wifi. Their team got REALLY technical digging into the transmission details from my call, and told me there was a lot of chatter on the wifi. I ended up just running an ethernet cable and have literally zero problems anymore.

Cons

The mobile app is good, but somehow not as reliable as the desktop software. I've had some issues making calls, and turn around and dial from my regular phone number and it works fine. I would suspect this has something to do with the fact that Dialpad uses internet instead of the regular phone line, but if I have plenty of LTE signal for a phone call I would think Dialpad would also work.

As a result I generally just feel safer taking important calls from the desktop.

November 2018

Jason from Spencer Weddings and Entertainment

Verified Reviewer

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

November 2018

Designed for BIG, but no SMALL business should be without it...

Overall, I've been a Dialpad user since before they were Dialpad (called Switch back then). Like any business that's growing, some things had to get cherry picked down, like direct phone support for smaller users. The forums are a good place to start, and most of my email support tickets have been resolved in timely manners -- including porting of numbers -- but not being able to pick up the phone and call support is a little worrisome. Still, the service is usually rock solid and integrates well across my four computer and three iOS devices. It is a true virtual phone system that sounds fantastic and crushes the competition. If they could integrate with a spam call service like Hiya, then I think it would be everyone's go to for small and medium business, for sure.

Pros

I'm pretty much a one man show, but I offer three different lines of services. I also have a cell phone number that goes back to 1998, so I like to keep it private from the business world. Dialpad allows me to separate all three service lines into their own department, with their own phone numbers and/or extensions, while keeping my personal cell number 100% private.

Cons

Some features offered on Android are not on iOS and vice versa. One of the biggest grips I have is that the pings for text messages to mainline and department lines don't present a notification on the iPhone. This can prove troublesome in an emergency, as I only see them when I open up the app and the department icon shows it.

June 2018

Neha from Deloitte India (Offices of the US)

Verified Reviewer

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

June 2018

Good app for small business but a little glitch for large ones

Pros

It needs simple installation via chrome apps store with simple Google or Microsoft authentication. It will start working in couple of minutes. One can easily accept and move calls between my PC and mobile app seamlessly without any interruption. Audio quality is up to mark. It's easy to add contact, it email us as soon as we have a voice mail. Easy to answer when the clients call. Dial pad app seamlessly integrates with Chrome and Gmail, linking all contact data. It doubles as an instant messaging platform for quick messages sent between colleagues when an email would be unnecessary and cumbersome. Because it keeps everything in one place and tracks a lot of call data like date, time, length of call, who answered it, what call group it rang to, call transfers which it makes finding, tracking and reviewing information easier.

Cons

There are no emoticons, which makes it less competitive than Skype. There are some features missing like immediate forwards to a non Dial pad number. Also when the demand gets high there is no call waiting or even any alert letting them know there is another call coming inn which makes the software impartial.

November 2018

Steven from Vegan and Animal Professionals Insurance Agency

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

November 2018

End-all for hosted phone / fax

Overall, it's the most progressive VOIP option with the most current and cutting edge features. It's also less expensive than the competition. I won't switch to another provider for the forseeable future.

Pros

Dialpad is one of the newest VOIP providers and feels that way- their design and feature set always seem to be a couple steps ahead of their competition. They pushed the softphone-forward model from launch, making deskphones a less preferred option. They integrate messaging fairly well into the app, and include all their features at one pricing tier instead of nickel and diming for upgrades.

The app is upgraded at least weekly with tweaks or new features.

Cons

The interface still needs a little work; it's hard to tell when new text messages come in and there's no way to filter/sort/search in an efficient manner. Same goes for voicemails. The internal contact directory is helpful but not able to be "managed" in terms of combining dupes or bulk editing.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

5.0

Functionality

3.0

November 2018

Flashy, Expensive, Reliable

Because me and my colleagues often work on the road or from home, it is essential that clients have a single number to reach us no matter where we are. Dialpad offers that, but only as a single point of contact for the organization (although I could pay a bunch more and have extensions or separate numbers, as mentioned above). The reliability is great, ease of use is ok, functionality for the price is low.

Pros

The interface is sleek, albeit a bit difficult to navigate. Once you know where to look for the functionality you need, it's great. The other thing I'd mention is uptime/reliability--I've never encountered a problem in that regard.

Cons

The thing that I would LOVE to see from Dialpad is the ability to have at least some extensions (for departments or individuals) without paying for them. Other providers, e.g. Grasshopper, offer this functionality as standard, and it is super useful. Even if Dialpad charged a couple dollars per month per extension, that would be fine. But as of now that functionality is not offered at a reasonable price.

November 2018

Eric from Rayonier

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use