Dialpad

Dialpad Contact Center

Composite Score

7.6 /10

CX Score

7.9 /10

17 Reviews Write a Review

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What is Dialpad Contact Center?

Dialpad Support leverages Ai to revolutionize the contact center experience, giving support teams the tools they need to deliver exceptional omnichannel customer experiences, with quality management, workforce management, automations, analytics and real-time assistance that makes human agents more effective.

Company Details

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Awards & Recognition

Dialpad Contact Center won the following awards in the Contact Center as a Service - Midmarket category

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4 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2025

1 Top Rated Capabilities

0 Top Rated Features

2024

2 Top Rated Capabilities

0 Top Rated Features

2023

Dialpad 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 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

96 Plan to Renew

1
Since last award

82 Satisfaction of Cost Relative to Value

1
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.

+91 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 Contact Center?

9% Negative

6% Neutral

85% Positive

Pros

Trustworthy
Fair
Transparent
Reliable

Feature Ratings

Average 78

Screen Prompts

Skills Based Routing

Contact Center Compliance Management

Multi Channel Intake Integration

Knowledge Management

Multi Channel Queue Management

Call Recording

Call Scripting and Call Flow Management

Workforce Management

Contact Center Analytics

Ticket Management

Vendor Capability Ratings

Average 82

Breadth of Features

Ease of Implementation

Quality of Features

Business Value Created

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Usability and Intuitiveness

Ease of IT Administration

Ease of Customization

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Score 7.8

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Dialpad 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 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 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

Melanie J.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2022

Quick and simple communication tool

Likeliness to Recommend

6 /10

What do you dislike most about this product?

Sometimes the call drops or it’s hard for other to hear me

What recommendations would you give to someone considering this product?

It’s a great communication tool

Pros

Effective Service
Saves Time
Respectful
Helps Innovate

Dialpad Contact Center

What is Dialpad Contact Center?

Company Details

Need Assistance?

Awards & Recognition

Dialpad Contact Center Ratings

88 Likeliness to Recommend

1 Since last award

96 Plan to Renew

1 Since last award

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Dialpad Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

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Dialpad Contact Center Reviews

Sam M.

Incredibly Intuitive VoIP Call Center Software!

Likeliness to Recommend

Pros

Mitchell H.

Best voip system around

Likeliness to Recommend

Pros

Melanie J.

Quick and simple communication tool

Likeliness to Recommend

Pros

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Feature Ratings

Screen Prompts

Skills Based Routing

Contact Center Compliance Management

Multi Channel Intake Integration

Knowledge Management

Multi Channel Queue Management

Call Recording

Call Scripting and Call Flow Management

Workforce Management

Contact Center Analytics

Ticket Management

Vendor Capability Ratings

Breadth of Features

Ease of Implementation

Quality of Features

Business Value Created

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Usability and Intuitiveness

Ease of IT Administration

Ease of Customization