The AI-generated transcripts and insights are excellent. I also find the Salesforce integration straightforward and very helpful. Review collected by and hosted on G2.com.

There was a clear lack of implementation and support from their team. When we first adopted Dialpad, our organization was never properly set up, which resulted in low adoption rates and a general dissatisfaction with the product. On top of that, we encountered numerous technical issues. Clients frequently struggled to join Dialpad meetings, and calls would often drop. Service disruptions were also a common occurrence. Review collected by and hosted on G2.com.

I like that you have quite a lot of capacity to set up a complex system to redirect communication where you need it. Review collected by and hosted on G2.com.

I don't like that the help articles are outdated and that often the layout of the page doesn't match the instructions for how to set up functions. I don't like how long it took to get established and set up in our instance. I don't like how mislead we were in the functionality of what we wanted to achieve. The support was misguided and it created a lot of strain. Review collected by and hosted on G2.com.

On the admin side, it’s been pretty straightforward to manage users and settings, which makes it easier for IT to support without a lot of overhead. Overall, it just feels like a modern, reliable tool that reduces friction compared to juggling multiple systems. Review collected by and hosted on G2.com.

One thing I dislike is the slight latency in phone calls. There is often about a ~1 second delay between when I speak and when the other person hears it, which can make conversations feel a bit less natural, especially in fast back-and-forth discussions. It’s not constant, but it happens often enough that it’s noticeable compared to traditional phone systems. Review collected by and hosted on G2.com.

Customers can click a link and it take them directly to the meeting, no messy software downloads or updates to worry about. Easy to schedule appointments. Review collected by and hosted on G2.com.

Call quality can be glitchy at times, though it has improved over the past year. My main issue is that I have Dialpad through T-Mobile, which makes the online customer support chat essentially useless. The same goes for the contact information within the Dialpad interface.

When I try to get answers to basic feature questions, I’m eventually referred (often well into a chat or call) to a T-Mobile support number. While T-Mobile reps have improved over time, initially they were unable to help at all, which was extremely frustrating.

I would prefer to sign up directly through Dialpad and discontinue service through T-Mobile, but no one seems able to assist with that. I should have been directed to Dialpad proper from the start. The partnership between T-Mobile and Dialpad creates a confusing support experience and is a real issue that needs to be addressed. Review collected by and hosted on G2.com.

It gives you really good stats about your calls and texts, including call details by destination, and similar breakdowns.

In the integration department leaves a LOT to wish for Review collected by and hosted on G2.com.

Every time it updates you need to do a repetitive amount of logins and verifications of identity. Review collected by and hosted on G2.com.

It has similar features as slack for team collaboration - we have channels and can tag team members - threaded conversations are super important and help us talk about many things at once in the same channel, but keep them organized.

The fact that all our team members can call from the same shared phone numbers, but not all receive calls has been incredibly useful.

It has a simple interface, works all the time, we have had VERY few interruptions in the many years we have been using it.

Phone app is really great! Review collected by and hosted on G2.com.

The customer service is a little difficult, since we can't assign texts, or write internal notes on individual texts, voicemails or transcripts. We also can't link to text messages or calls when messaging the team in our channels. We ended up moving our text messages to a system that integrates with our Electronic Health Record, and has more task management features for customer service conversations. Review collected by and hosted on G2.com.

What I love most about Dialpad is the perfect balance between cutting-edge features and human-centric support. Their AI transcription is a total game-changer for my workflow, but it’s the back-end support that really sets them apart. Our account managers were amazing, making the often-nightmarish process of number porting and SMS registration feel completely seamless.

The desktop application is so intuitive and user-friendly that honestly, a kid could navigate it without a tutorial. Beyond the interface, the quality of service is rock-solid; we’ve experienced virtually zero drops, static, or distortion. Setting up complex call routing is surprisingly simple to configure, and the granular call reports give us exactly the visibility we need Review collected by and hosted on G2.com.

The only real downside is that the call forwarding structure—on both a user and administrative level—needs more development. As an administrator, I need more direct control to enable call forwarding to other devices, especially for transition periods when an employee leaves or goes on vacation and someone else needs to step in immediately. Furthermore, it would be incredibly helpful if administrators had a real-time view of every user's status with the ability to make changes on the fly. Currently, that level of oversight isn't quite there. Aside from those admin-level tweaks Review collected by and hosted on G2.com.

I appreciate how easy Dialpad Connect is to use. It allows us to have team phone numbers and use round robin call distribution, which is great because I don't need to use a personal number anymore. It's also pretty easy to set up, which was a relief. Review collected by and hosted on G2.com.

When I get an incoming call, it would be nice to have a way to forward those to someone else without answering. It would also be nice to automate messages and reminders through Dialpad Connect. Review collected by and hosted on G2.com.

As a 40 person small business, it's very convenient to have chat, voice, and video integrated into a single platform. We were previously using three disparate vendors. Some of our employees, while great at their specific jobs, are not very tech-savvy and the platform has generally been intuitive enough for them to navigate and utilize without issue. The mobile apps are pretty solid and a nice option for employees to call and message on the go. Review collected by and hosted on G2.com.

The messaging product (for internal chat, not SMS) lacks some basic features that would make it more user friendly, easier to consume, and increase more widespread adoption: basic text formatting options (bold, bullets, etc), hyperlinks, file uploads besides images, links to channels. It doesn't need to be Slack, but lacking these basic features has led to some resistance to adoption with some employees using other messaging services rather than staying within Dialpad. Dialpad Meetings could be better integrated into the Dialpad Desktop app. Employees seem to use it for on-demand video calls with other employees. Scheduling meetings is not very intuitive (if even possible?) through the Desktop App and most users are reverting to other tools they are familiar with for scheduled meetings (e.g. Zoom, Google Meet). Review collected by and hosted on G2.com.

The best thing about the Dialpad connect is it support in aligning the team communication. The integrated chat and call option is best. We do not require multiple apps to make the communication. Just one app improves the team communication performance and done Review collected by and hosted on G2.com.

The integrations is good and seemless but marketing dashboard requires an improvement.

Currently, UI/UX looks ok at the design face but we have to import and export data manually which compromises the team efficiency. Review collected by and hosted on G2.com.