Dialpad Connect Reviews

“handy crm sync and but glitchy

Pros

For companies looking to avoid providing separate phones, this tool works well by offering communication features in one app and syncing with platforms like Salesforce.

Cons

At times, the app can be a little unreliable when it comes to call quality. It also gives recipients the option to unsubscribe from calls or texts which becomes a problem once they choose to do that.

“frustrating support experience

Pros

Click-to-call works really well for reaching leads quickly and going through a list of contacts in sequence helps maintain steady productivity.

Cons

Support was where things fell short. Our experience with the CSAM wasn't very good and that made it hard to get prompt help or clear resolutions when problems came up. Faster responses and a more proactive customer service approach would make a big difference to the overall experience.

“useful features and frustrating support

Pros

Navigation across the platform feels simple and having call transcripts emailed along with detailed call history adds real value.

Cons

Once our company decided to move away from this platform, shutting down the account became far more difficult than it should have been. We ended up trying another provider, Quo and stayed with them mainly because the customer service experience here was so frustrating.

“Feature packed!

Pros

The platform feels very user-friendly from the start and real-time AI transcription makes summarizing calls and chats much easier.

Cons

Up to this point, I really haven't run into any major issues with it. It's been dependable and covers all the features we want in a communication platform. If I had to mention a downside, it would be the pricing and the fact that each user needs their own license. That can make the overall cost climb pretty fast depending on how many licenses your team needs.

“clean interface and useful call features

Pros

A clean and simple interface makes it easy for new team members to get comfortable quickly, while features like shared lines and call routing support team growth effectively.

Cons

It does have a few rough spots. Call quality is generally reliable but if someone's internet connection is weak, the quality drops off pretty quickly, so there isn't much room for unstable connectivity. The analytics are useful for basic insights, though they can feel limiting if you need more advanced reporting or customization unless you move to a higher-tier plan. Messaging gets the job done but it's not as full-featured as a dedicated team chat platform, so bigger teams may still want to use something like Slack alongside it.

“All-in-one calling that delivers

Pros

Having calls, messages and meetings together in one place has been the biggest advantage for me. The call quality is dependable and the AI features make conversations much easier to keep up with thanks to live transcription and call summaries. It's user-friendly overall and works really well for remote and hybrid teams.

Cons

One downside is that some advanced features and reporting tools are not as strong as those offered by more traditional phone systems. Call quality can also drop when the internet connection is unstable and a few integrations take extra setup. While the platform is generally easy to use, the more advanced customization options do take some time to learn.

“accessible and user-friendly platform

Pros

Accessibility is a strong point and the tool is very user-friendly overall.

Cons

Troubleshooting can take a while at times, the forgot password process is sometimes difficult to deal with and integrating Disposition with Salesforce can be challenging.

“Fantastic interface and call summaries

Pros

The interface is excellent and makes switching between tabs really convenient. The AI transcription is a standout feature because it makes conversations feel much more comfortable and the call summarization is a huge plus when I need to remember what was discussed.

Cons

I honestly don't have any real complaints, although there are occasional network drops from time to time.

“basic gestures are simple

Pros

Getting around with the basic gestures feels pretty easy and almost explains itself. Once I had admin rights, though, things became a bit more complicated because you really have to go through all the settings carefully to understand how to add or remove people. Since I was managing different departments and lines, that made it even more challenging.

Cons

The admin permissions and settings are not very clear if you haven't used the system before.

“Works great for calls, SMS setup is a bit of a pain

Pros

Calls come through clearly, the app works really well and the AI features are a huge plus.

Cons

Outbound SMS has still not been activated, even two months later.

“Packed with features to meet diverse business communication needs

Pros

There are many things to love about this service, such as the ability to use existing employees' phones, tablets and computers; apps for iOS, Android and Windows, user customization for unique phone lines and interface tweaks; near-real-time textual dictation of live voice calls. AI-generated summaries of voice calls for quick reference and the admin's ability to view call metrics for various phone lines and the flexibility to support voice, texting, and even fax communications�. These are the features all integrated into one platform.

Cons

While this service offers many great features, there is quite a steep learning curve for admins to become fully proficient. It also takes some time to work with and train users to ensure they fully understand its capabilities and can maximize its utility within the business unit. One of the key user preferences for receiving notifications is hidden deep within the app's UI, which made it difficult to diagnose an issue one of our users was facing.

“Dialpad has been a great experience so far!

Pros

I really like how messaging is organized in the app and it's great that they've added dark mode now.

Cons

Recently we experienced some odd behavior where random photos were appearing in messages, though this may not have been an issue with Dialpad.

“Good software

Pros

The features are great, it's super easy to use and it looks fantastic!

Cons

The number of menu options can sometimes feel overwhelming especially for new users.

“Once set up, it's very easy to use

Pros

I can use both a desk phone and my cell phone to answer calls, and being able to seamlessly transfer calls between the two is a game-changer. The ability to record calls with AI and review them later is also incredibly useful.

Cons

Programming process and adding new employees to the application is challenging.

“Dialpad Connect is our go-to solution to replace landlines and avoid purchasing work cells

Pros

It saves me from using my personal cell phone to call people.

Cons

The how-to guides are confusing and hard to understand.

“Dependable phone service for my small business

Pros

Connection between the phone app, computer app and IP phones allows for seamless integration into our company's daily operations. Being able to review phone calls, see highlights and understand the objectives is very helpful for my employees. It's been a great addition to our communication with customers.

Cons

There are times when phone calls ring on the connected cell phones, but we are unable to answer. While it works 95% of the time, there are occasional issues where we can't connect and have to call the customer back.

“Currently on hold while writing this...

Pros

They have an excellent sales team that seems capable of promising a lot.

Cons

Nothing works beneath the glossy exterior. The mainstream CRM integration and email support through a ticketing system in the Philippines leave much to be desired. I've been told by multiple people, �We'll call you back,� which is somewhat ironic for a phone VOIP company.

“Reliable integrations and exports

Pros

The service has been great overall and the application works well. The API connections with Salesforce and HubSpot are especially useful and the scheduled exports sent by email pair nicely with Zapier which we use as the source for KPI tracking in our sales dashboards.

Cons

Support is quick to respond at first but the actual resolution of issues takes too long. This is especially frustrating when it comes to porting, where the turnaround time has been extremely poor.