Dialpad Reviews

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.

Pros

This VOIP platform continues to grow better and offer more features and allows me to access my calls and clients on my cell phone and computer.

Cons

It was having issues on older Android phone and would switch to my personal voicemail. Also I was given 2 numbers and can't seem to control which one I send texts to customers always.

Alternatives Considered

RingCentral MVP

Reasons for Choosing Dialpad

I wasn't getting support and features I desired plus too many down times in 2016.

Switched From

RingCentral MVP

Reasons for Switching to Dialpad

I wanted more reliable features when switching from laptop to cell phone.

Pros

Dialpad offers advanced features such as call transcription and analytics. It has an user friendly interface. Mobile app is also great to make it work remotely tho.

Cons

One of the most significant drawbacks is its pricing structure. Its hard to understand the final price until made pay. Should have better reporting features. Also connectivity issues is so annoying. Customer service is absoluetly need improvement.

Pros

Love the ease of use, reporting and C-STAT scoring. All around great system. Would recommend for any size call center. Large or small

Cons

They have brought their reports a long way. Overall happy with the system.We have had several account manager shifts, so we have had to work through communication shifts.

Pros

The cross-platform compatibility and ease of use. If I've missed a call and/or have a voice mail from my wired connection I can review and listen from any mobile device using the Dialpad app. Also the voice-to-text feature is convenient for those times that you don't have the option to listen to a voice mail.

Cons

I am happy with this product. If I could change only one thing it would be the voice-to-text feature regarding voice mail messages. The accuracy could be improved some, but this feature on most voice-to-text services are about the same for accuracy.

Pros

The interface is very user friendly and easy to learn. Great feed of recorded calls and texts to see communication history with contacts.

Cons

Number one biggest issue is that text messages cannot integrate into Front to be handled there. Better Front integration for that specifically and in general would be a game changer for us. Would be great if names would update in Dialpad for the contact center from the Hubspot integration as well. Finally, it also often defaults to personal contacts over contact center contacts, which can make team collaboration more difficult.

Alternatives Considered

RingCentral Contact Center

Reasons for Choosing Dialpad

Grasshopper's features were not up to large team collaboration.

Switched From

Grasshopper

Reasons for Switching to Dialpad

The startup discount was a big factor for us.

Pros

Mobile/Desk/Web-app allows me to switch between device seamlessly without the caller knowing.
The call transcriptions and recording is great to review calls. I really like the Google integration as well.

Cons

I would like the API to provide call transcripts with Zapier. This will allow me to create a webhook I can then pass to my CRM to create a case if needed.

Sometimes my mobile app on Android when my screen is locked and the device rings through Dialpad the app hides. I have to unlock the phone and by then the caller hangs up.

Alternatives Considered

RingCentral MVP and Zoom Meetings

Reasons for Choosing Dialpad

We had too many moving parts and needed vendor support.

Reasons for Switching to Dialpad

Integration and features.

Pros

We love how easy it is for our team to communicate with clients and vendors. It's so great for every one on our team to be able to see call logs and messages.

Cons

We see several dropped calls and at times it can be confusing to find messages

Alternatives Considered

Zulu eDM

Reasons for Switching to Dialpad

Dialpad had all the features we needed and onboarding was super easy

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.

Pros

Configuration capabilities are there to set it up any way you want.

Cons

Customer service is atrocious. I am days into cancellation process and they are still holding my account hostage.

Pros

The phone system and software are adequate for daily use. It has a nice team chat/messaging function. In most senses I would considers its functionality and features to be average.

Cons

Administering the system is a pain. It is simple to set-up and if you want to add new lines, it's easy. But if you need to delete a number or stop paying for extra lines, it is a pain and an involved process. To use the system without incurring excessive billing, you need a full time or at the very least an active phone administrator.

Pros

Ease of use and the integrated functions or text and picture messaging.

Cons

Sometimes the call quality isnt great but a quick reset or update generally fixes it and Dialpad is always improving!

Alternatives Considered

Vonage Business Communications

Reasons for Choosing Dialpad

Features and functionality!

Reasons for Switching to Dialpad

Much better features, functions, ease of use, reporting and analytics blow away the competition!

Pros

A number available for voice and texting

Cons

Needs to improve handoff reliability between devices

Alternatives Considered

RingCentral MVP

Reasons for Choosing Dialpad

More functionality and reliability

Reasons for Switching to Dialpad

Just a matter of preference and supporting a growing company

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.

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.

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.

Pros

We liked that it gave the option to integrate with Clio

Cons

The first day we had to submit three support tickets because nothing was working properly

Within the first hour of having our number ported we noticed we couldn't get call routing activated to forward all calls to our answering service so the three employees of our firm had to man the phones while Dialpad figured out what to do

Then we noticed all the problems with the text messages. It doesn't organize the messages by threads (like it does on your phone or any other messaging service). Instead it just shows all your individual messages which was a clustered mess. Also if you were the last person to send a message then you have no way of knowing who the text conversation is with unless you click on the text (It shows your name instead of your contact's name because you sent the last message). Finally, none of our contact's names were popping up on the messages, just their phone numbers. Even when we had contacts synced and knew for a fact that number had an assigned contact, we still weren't seeing people's names on the messages tab. BUT THE WORST THING OF ALL WAS THE DAMN DEFAULT DIALPAD NUMBER. We ported over our business line and that was set as the default lines for outbound calls which was perfect. But for God knows what reason, Dialpad won't let you set a main line as the default line for outbound text messages. The only way you can text from your main line is by manually changing it every time you want to send a text.

Finally, the customer service blowsssss

Pros

this software is very easy to use and also allows the user to have access everywhere they are with their laptop or PC unlike other apps that can only be used in the office, so it was a great prek during the pandemic time with home office

Cons

download and the process to run the software was very slow, but the contcat ceter replied very fast and helped us make the transition easy

Alternatives Considered

3CX

Reasons for Choosing Dialpad

to have access remotly

Switched From

3CX

Pros

I love the integration with Gmail, the features and the month to month billing.

Cons

I would say that in the interface can be a little confusing at times.

Alternatives Considered

Vonage Business Communications

Reasons for Choosing Dialpad

Cost

Switched From

RingCentral MVP

Reasons for Switching to Dialpad

Features

Pros

While our needs our basically simple, reliable phone service, the ability to text, the ability to review and save phone transcripts, uberconference have all proven to be very useful to us. Dialpad everywhere is excellent. It is great to have access across all my devices.

Cons

Hard to say least about any of it. Adaptability with Amazon Alexa has proven difficult, but not overly important to us at this time. I still am not certain of the benefit of integrating MS Teams as opposed to running it separate and independent.

Pros

Dialpad has been easy to use and we have not had issues resulting in lost calls. You can load the program and make calls from any computer or mobile phone.

Cons

The thing that I have to deal with from time to time is selecting the speaker. This is more of a user issue but it would nice to be able to better select the input I would like to use.

Pros

I like how easy it is to set up a call center, make edits, and create agents. Teams can manage their own call centers etc without the need to wait for someone else's help.

Coaching Center is also a great tool for the sales training teams to use to help the sales agents

Cons

I wish there was a little more indepth integration with CRM's (salesforce for example) to do data dips into the database and route calls based on how that information is found. It would also be helpful if their voice intelligence solution had a way to block out sensitive information in calls (credit card numbers for example).

Pros

Ease of use, maintenance, feature set, and integration capability sets Dialpad apart. The mobile app is great compared to most other providers as well.

Cons

The integration with Salesforce and Chrome needs some attention as it doesn't always work as desired.

Alternatives Considered

Twilio

Reasons for Switching to Dialpad

Text messages won the bid

Pros

Ease of use and low cost set this apart from competitors. We dumped Shoretel system in favor of this system. We have no upgrade costs, and the service runs seamlessly from the cloud. I would never buy another phone system again, and can't believe how much money we spent on our old system.

Cons

Customer Service experience is hit or miss.
If you don't have enterprise software package you can't get phone support by phone.
It's odd that a phone company wouldn't provide telephone support.

Once the system is set up, you really don't need customer support, but for those rare instances where it's required, e-mail doesn't always do the trick. Frankly, if I am calling, it's because I couldn't sort out the issue on my own or by e-mail.

Pros

Lots of custom features for call routing during working hours and non working hours. Easy to set up and customize routing for desktop, desk phone, and cell phone. Liked that I had the option to add on lines if needed and customize hold music, etc.

Cons

Issues with routing when calls would ring on some devices and not others. Sometimes calls would not ring on my cell phone and it would just show up as a voicemail. Also had some issues with the cell phone app where notifications would not come through even when they were turned on in the app and on my iphone.