The recording are clear and thorough. The AI feature helps along.

The heat maps on the reports page give you insights on the average call you'll get in a time period/time-frame per shift.

This helps in assigning agents in rotational shifts Review collected by and hosted on G2.com.

Dialpad doesn't show previews of less than 2 minutes of call recordings.

If the call went to a voice mail, it doesn't review or recap the info on the screen unless you extensively search for the recording and what message was left on the Voice Mail.

If they transcript the voice mails as well it will be another feather in their cap. Review collected by and hosted on G2.com.

It’s easy to use and fairly priced. It’s also simple to get up and running, add users, and organize everyone into departments. It works well 99% of the time, and the integrations with Halo PSA and Slack are solid. The AI overview for calls isn’t half bad either—it usually captures the gist. Review collected by and hosted on G2.com.

Beyond having to answer the phone all day, nothing lol. Review collected by and hosted on G2.com.

The Dialpad Support team is friendly, professional, and willing to help. They take the time to understand our questions, and when an issue is escalated to the appropriate team, they work to find a resolution. We also appreciate the clear communication from support representatives and their willingness to follow up on our requests. Review collected by and hosted on G2.com.

The biggest challenge has been the response time for billing-related requests. We've had to follow up multiple times for updates, and there have been instances where tickets were closed before our issue was resolved. More consistent communication and proactive updates would make the support experience much better. Review collected by and hosted on G2.com.

Executive level: easy to implement.

Manager level: good tools for monitoring and data collection

Agent level: easy to use Review collected by and hosted on G2.com.

Executive level: Onboarding could be more in-depth. Many features and functions were not covered in implementation - lots of self discovery and additional training required. During implementation - questions about features, functions, or issues got slow response times. A lack of urgency was felt.

Manager level: The system is missing key stats (for blended contact centers - AHT for OB and IB calls are fundamentally tied - cannot break apart, no avg response time for SMS SLA). Reporting is too siloed and when multiple contact centers are combined, entire stats and KPIs disappear, functionality is lost and reporting capabilities export capabilities are disabled causing repetitive exports and manual merging of data.

Also default OB settings are not available - agents must consistently select which contact center they want to use for OB calls (if assigned to multiple queues / coaching teams).

Agent level: Some features are not intuitive. Review collected by and hosted on G2.com.

Bernard was by far the best account manager we have ever had! He took your concerns seriously and resolves them in a timely manner! He also would take ownership for the previous short comings we had with Dialpad and offered real-time solutions! Our new account manager has not responded to an email from me in the past 12 months Review collected by and hosted on G2.com.

My new account manager is a ghost, never spoken to him or received a reply to any of my emails Review collected by and hosted on G2.com.

What I like most about Dialpad Support is how easy it is to manage customer enquiries in one place. Having calls, messages and support interactions together helps our team respond more quickly and maintain context without switching between multiple tools.

The shared inbox, routing options and visibility across the team make it much easier to ensure enquiries don't get missed, while the AI-powered features such as call summaries and transcripts save time and make it easier to review previous conversations. Overall, it's a well-designed support platform that helps us provide faster and more consistent customer service. Review collected by and hosted on G2.com.

The main downside is the cost. Dialpad Support is a premium product, and while the features and reliability justify the price for many businesses, it can be a significant investment, particularly for smaller teams. Beyond that, we've had a positive experience and haven't encountered any major issues with the platform itself. Review collected by and hosted on G2.com.

Dialpad’s customer support has been excellent. The reporting tools are also very easy to use while still providing detailed information. They make it simple to find helpful data quickly without having to spend a lot of time searching through complicated reports. Review collected by and hosted on G2.com.

I do not have any dislikes at this time. My experience with Dialpad Connect has been very positive so far. Review collected by and hosted on G2.com.

It's very easy to use, the team is fantastic. The merger didn't change the experience at all Review collected by and hosted on G2.com.

Not really - they're very appreciative of the feedback and great at managing it Review collected by and hosted on G2.com.

What I like best about Dialpad Support is its quick response time, knowledgeable support team, and efficient problem resolution. The team is helpful, professional, and ensures issues are resolved with minimal disruption to daily work. Review collected by and hosted on G2.com.

Nothing, its good overall and my experience was very smooth. Review collected by and hosted on G2.com.

Dialpad’s Contact Center has been easy to adopt and works well for managing inbound and outbound calls. The interface is clean, and features like call routing, recordings, and analytics help keep everything organized and efficient. It’s been a dependable solution for handling day to day communication without adding unnecessary complexity. Review collected by and hosted on G2.com.

While the platform works well overall, some parts of the setup and configuration aren’t very intuitive, especially for more advanced features. It can take time to get everything running exactly how you want, and the interface could be more streamlined in certain areas. Review collected by and hosted on G2.com.