Dialpad Support vs. Google Cloud Contact Center AI

I think the Dialpad Support provides a great way to speed up calls being directed to the right department but also provides the added safety of detailed information so that calls are not lost in the shuffle. The ability to better educate new folks on how to route calls and take some of the note-taking about who is calling and why off their plate is great.

Incentivized

In a specific scenario in which I would not recommend it, it would be in a hospital, since the level of margin of error must be minimal, human lives are at risk and can cost dearly if Google cloud contact center AI fails, in the scenario in which I would recommend it, it would be in that of a legal company

Incentivized

• Receiving calls without any lags
• Tracking missed calls
• Gives full access of the Queue
• List of calls with Customer Number
• Best part is List of calls shows with Customer Name
• Access to Voicemails
• Viewing at any messages
• Sending messages to the customers

Incentivized

• Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
• Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
• Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.

Incentivized

• Live Dashboard should show more Bigger text otherwise agent cannot see by big monitors located in office!
• Waiting for Dialpad Ai which will never available in Japan
• Never understand the call journey who hung up the phone
• When PC shut down, agent should be Off duty but still Available and call rings.
• Support chat use weird Japanese
• Never provide update information beforehand which sometime make confusion and troubles that Google cloud platform made

Incentivized

• It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
• Automation can be made a little simpler and basic for anyone to be able to work on it.
• Each instance of the software can have its own AI learning for a wider range of real time issues.

Incentivized

I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.

We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.

Incentivized

It's a great tool for our department! We're still trying to figure out how to best utilize all of the capabilities and have not yet explored all it can do. So far, we love it, but know there's more it can do!

Incentivized

Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.

Incentivized

I have never contacted support.

Incentivized

Dialpad is so much better than Sisco. Oh my, when I had to use that there were always major outages. At the time i worked for a phone company that was based off of commission so once Sisco when out, so did my money. It was so aggravating. I have never had a issue with Dialpad where my phone has gone completely out

Incentivized

Google is a known product that many have used and we didn't see any other competitors having the edge that they do in their products. This is seen in their customer service when it comes to learning how to use the product and they have the resources to self-learn it.

Incentivized

• The callback feature has saved clients a lot of hold time
• The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
• The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it

Incentivized

• Reduced the number of minutes spent by live agents on trivial queries.
• Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
• Customer satisfaction got increased exponentially.

Incentivized