Dialpad Reviews

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.

Alternatives Considered

Webex Suite

Reasons for Switching to Dialpad

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

Pros

Native app is easy to use, and easy integration with Google Contacts makes dialing a snap. All users can dial out VoiceIntelligence transcripts are useful and automatically generated. The accuracy is about 80%, usually good enough to easily tell what was being discussed even if some of the words are transcribed incorrectly.

Cons

The port experience was a disaster. There was a goof somewhere and this left me without the ability to receive or make phone calls on my business' primary phone number at either Dialpad or at my prior provider (Google Voice) and the support did not make me feel like fixing this was a priority for them, never providing updates. It eventually got fixed.

The product has arbitrary and foolish feature limitations that feel unnecessary and petty. I am paying good money for this product and yet cannot access even a basic IVR because I am not an enterprise customer with more than 100 users. An IVR is absolutely basic functionality for a phone service with more than one user.

We also cannot set holidays on our service because we need to be in a more expensive plan to do that.

Alternatives Considered

OpenPhone

Reasons for Choosing Dialpad

Inability to dial out using the main line or to receive texts to that number. Our customers had no idea who was calling them, and texts to our primary line vanish into the aether never to be seen or even known about.

Switched From

Google Voice

Reasons for Switching to Dialpad

It seemed to meet my needs. In hindsight I wish I had gone with Openphone due to artificial and arbitrary product feature limitations that Dialpad imposes which Openphone does not.

Pros

It has a set of tools that brings together several tasks in a single platform, automating processes helps reduce workflows and helps us as a team to stay active, well communicated with the same information, all working and sharing processes to scale performance and evolution

Cons

At first it can be a bit complex to use because of all its tools, I was confused about where I could do each process, but over time I learned how it works well and nothing has failed me

Pros

Relatively easy admin. Extendability (api , integrations)

Cons

Customer service is a nightmare. Took me days to cancel when i no longer needed the service. Was eventually going to resubscribe my team but the way they handled customer service turned me off.

Pros

Easy to learn, great functionalities, easy to integrate into a team and very customizable.

Cons

Bad customer service. Confusing and complicated to setup initially.

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

RingEX

Reasons for Choosing Dialpad

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

Switched From

RingEX

Reasons for Switching to Dialpad

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

Pros

There is a great intuitive interface, cloud-based accessibility, and robust features Calls made using the platform are clear and the video calls and AI-driven transcription services are stellar.

Cons

Monthly price can get pretty high as each feature is done piecemeal.

Pros

Compared to other phone softwares, Dialpad is huge step up for call centers. Within the tool, it is so easy to search for previous contacts and at a glance see all interactions we have ever had with specific contacts. As I mentioned already, what truly sets Dialpad apart is their ability for any user in the assigned department to read and follow up on text messages. Other softwares limit the text messages to only be viewable by the user that sends the message, which prevents teams like ours from seeing the messages and following up if the user is not working.

Cons

Not sure if this is a premium features or maybe just not one we have turned on, but I would love to also play back outbound calls.

Pros

Precise transcription of calls in real time

Cons

Dialpad has nothing that I dislike about it.

Pros

How the software provides accurate transcripts of meetings in real which is a valuable asset.

Cons

Setting up the system is complicated and customer service does not respond in a timely manner

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

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.

Pros

We are a software start up with less than 25 employees, of which 12 have Dialpad accounts. We have fairly basic needs, in the sense that each user needs a direct number to place and receive calls/texts, and for those same users to take calls from 'shared' phone numbers, such as support, and sales.

The administrative features of Dialpad are easy to learn, use, configure, without having to spend hours self educating on a knowledge base, or through trial and error. This includes functions such as:

- Creating new users.
- Configuring phone lines (like sales or support) with voicemails, call routing, IVR.

Cons

1 - Desktop app reliability (Mac)

I've found the Desktop top app to be consistently inconsistent, in the quality of calls, and general usability. I've used Dialpad for 3 years, and always have the newest Mac & software updates. For example, sometimes I will answer a call, and the person cannot hear me. This is even more frustrating in cases where I've been waiting on hold for a long time, only to be connected, and for the other person to not be able to hear me. Every time, if I restart Dialpad, the issue resolves itself. Again, I've tried multiple headsets/audio settings over the years, and the same issues occur.

2 - Mobile app

You can configure Dialpad so that when you receive a call, your cellphone rings (either using your cellular number, or over VOIP, if connected to the internet). I've again found the reliability of these features to be inconsistent. Sometimes I will answer on my mobile, and the call will drop. Other times, I'll answer on my Desktop app, and my mobile device will keep ringing.

3 - Pricing

I feel that Dialpad's pricing is in line with other providers, but I do feel that providers across the board have prices set too high, with no option to add 'light users'. For example, we have certain employees that we want to be able to take a call or two a week, or infrequently place outbound calls. We cannot justify paying for a full license for them. If we could add free, or heavily subsidized 'light' users, I believe that overall, our usage and adoption of Dia

Pros

The idea that our phones, webchat, and fax could all be in one place.

Cons

Last fall, we signed up for their services, emphasizing the importance of seamless integration with Lawmatics, our CRM. Despite assurances that everything integrated smoothly, we've encountered major headaches along the way.
We started talking with Dialpad last fall and had multiple calls/zoom meetings with them. We told them we used Lawmatics for our CRM and that it was critical that everything integrated directly to Lawmatics. We were assured on numerous occasions that everything did integrate into Lawmatics.
Once we signed up for both phone and website chat, they started billing us for the website chat service, even though it was not up and running. They were still building it out, which they billed us an extra $1,000 and took another 2 months before they had the chat bot ready for us to even look at. Once we got the suspicion that the web chat did NOT integrate to Lawmatics, we emailed them directly and asked. It took over a month for them to finally come back and say that the web chat did NOT integrate directly with Lawmatics, but they were happy to build out a custom zapier connection for an additional $$$$ (crazy amount here).
I immediately requested a refund and cancellation of the web chat services, and they have spent another 2 months beating around the bush before telling me that can't do that, and I'm stuck with their contract for web chat.
This is after the issue we had with their fax service. We tried sending faxes for several weeks and then realized none were going through. When we reached out to Dialpad they said "oh yeah, that's a known issue"- a known issue that their fax doesn't work??? At least they did let us cancel that service.

It's a reminder to be vigilant about who we partner with and to ensure that promises made align with the actual service provided.

I hope this insight will help others avoid the mistake that I made in choosing to work with Dialpad.

Pros

Free SMS, all systems compatibility, most call center won't notice you are calling from a VoIP, if you live outside the US & Canada, there's no better software to handle your business.

Cons

It takes some time to connect, you may need to try several attempts to connect a call or even restart the app.

Alternatives Considered

Nextiva

Reasons for Choosing Dialpad

SMS over the Internet

Switched From

Grasshopper, RingEX and Nextiva

Reasons for Switching to Dialpad

SMS over the Internet

Pros

Their promises. They advertise that their software works.

Cons

They say they do google contact syncing, but it only works for direct lines. If you are a team, this won't work for people that call your main number. You will only see the regular caller id for that number.

The WIFI to Carrier switching doesn't work well, and you can't disable it.

Support is very soso. There is no centralized place to see open tickets, so you are bombarded with emails, because they are really intaking specialists that ask you to do all the work, and then send you unrelated articles, after about 20 exchanges and 2 weeks.

Alternatives Considered

JustCall

Reasons for Choosing Dialpad

Because of the promises dialpad had.

Switched From

RingEX

Reasons for Switching to Dialpad

more enterprise driven.

Pros

Easy to use with a desk phone and cellphone. Call routing easy to change and update. Many features for call routing during business hours and non business hours. Liked that I could set a different voicemail for different times of the day and for vacation or out of office time.

Cons

Sometimes unreliable where it would ring on the desktop only and not the desk phone, and vice versa. Sometimes calls did not go to my cellphone and it would come in as a voicemail. Happened about 10% of the time so it was often enough to be an issue.

Alternatives Considered

RingEX

Reasons for Switching to Dialpad

Price and features.

Pros

The general idea behind the software is good.

Cons

We have been using dialpad for around a year now. The software itself is clunky but generally gets the job done, albeit after significant time tweaking everything. We have four desk phones that mostly work, but most features you would expect in a desk phone don't work with Dialpad.

What really makes the software unusable is the support behind it. We applied to their latest "startup" offering and got accepted. After a week of back and forth, their general counsel wrote up our license agreement, and we both signed.

The day after the contract was executed we got a random email saying they would not honor it and that the multiple employees who dealt with us were not properly trained to extend such an offer. We complained that we already had a contract signed by their general counsel, but they don't seem to care. Our costs will be around $350 more a month than under the contract they are breaking.

Now we are in the process of moving to a different provider after having spent many hours configuring everything to their system. Worse, the IP phones Dialpad supports don't seem to be easily configurable to other similar companies.

I would recommend against Dialpad. The software is a great idea with terrible implementation and misleading 'support'.

Pros

It 'seemed' like an affordable option for call recording.

Cons

HIGH failure rate. Most often the calls never connect & on the small percentage that do, the person on the other end can't hear me. ALSO IMPORTANT - don't be fooled by the cost they quote. In addition to all the miscellaneous charges, they have a fee they charge for 'Administrative Cost Recovery'. In other words, our price isn't really our price because that isn't enough to cover costs, so we will add on a fee. My $180/year service was actually $270!

Pros

Dialpad is a contact and call management system. You have all the customers information like call history management.

Cons

it's sometime difficult to establish the calls.

Alternatives Considered

Google Voice and Ringover

Switched From

Google Voice and Ringover

Pros

Dialpad Talk provides a solution known as "Voice Intelligence," which provides AI-powered transcripts and call summaries that highlight action items and points of emphasis. The live sentiment analysis allows me to remind myself of the strengths and weaknesses in our previous calls with a quick glance.

Cons

The software can be a bit confusing to learn when first using it, but you get used to it.

Alternatives Considered

Grasshopper

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

nothing - i liked the idea of dialpad, but did not work for my company because of all the glitches

Pros

The flexibility and features are night-and-day better than the phone system we replaced. Ability to have phone calls to the office phone ring on our mobiles when not in the office is a favorite, as is ability to block calls from unwanted numbers. We love being able to start a call on one device and in one click move it to another -- like taking a conference call on the desk phone, and when it runs over schedule, move it to my cell phone so I can walk away but stay on the call.

Cons

Porting numbers from out old phone system was the only trouble we had, and that's not really Dialpad's issue.