DialSource

Score10 out of 10

5 Reviews and Ratings

What is DialSource?

DialSource helps customer-facing teams have better conversations. DialSource is an enterprise software company that provides software to businesses to make, receive and manage customer-facing communications. DialSource’s applications for Salesforce and Microsoft Dynamics CRM are designed to automate recurring sales and service tasks, eliminate manual activity logging and streamline CRM management; while improving the capabilities of inbound and outbound communications over the phone.

Simplify work.
Streamline a team’s workflow and accelerate their efficiency within a single workspace. Ensure that every call is logged and tracked in a CRM. Manage user groups, call configurations, and agent performance. Trigger existing CRM automation rules and streamline workflows with a click.

Increase Engagement.
Designed to give customer-facing teams on Salesforce or Microsoft Dynamics a competitive advantage, the native application provides a suite of advanced features designed to automate workflows, increase conversations, and improve productivity.

Unlock Growth.
Learn what is working and what is not across call campaigns and customer interactions. Give managers visibility into every interaction and outcome across the customer journey. Leverage DialSource call recordings and performance dashboards to coach and develop under-performing reps.

Categories & Use Cases

Media

Increase your outbound team’s speed to lead from hours to seconds. Use pre-recorded voicemails to gain back days of wasted time and leverage call recording and compliance features to coach your team and promote best practices.

Route incoming calls to the right agent every time with Automatic Call Distributor (ACD). Ensure your teams never miss a call or voicemail, no matter where they are.

Leverage the full power of Salesforce and Microsoft Dynamics by connecting into your existing automation. Drive custom workflow automation through a simplified interface and display different dispositions based on the user role, team, or stage of engagement.

Monitor inbound call flow, routing, and agent availability in real-time. Manage agents and call queues across call centers and inbound teams from a single dashboard. Increase coaching capacity by leveraging call data and stereo recordings with third-party applications to track and analyze performance.

Connect calls to outcomes and improve your data. Our custom reports are native to the CRM, so call analytics, and agent performance are all available in the reporting tools you already know. Never miss a sales activity.

Our network of tier one carriers ensures that you will have reliable call quality across every agent. Maintain your current dial tone provider and avoid the upheaval of changing business phone systems. Our team of telephony engineers control our carrier network and can optimize call routing to remove latency and reroute calls if any carrier is experiencing an outage. We give your team a CTI solution they can trust.

Unlike other products that loosely integrate with CRM and tie up your CRM’s limited field quota, being native means that DialSource Denali can use as little as a single CRM field and still track, link, and report on all your data. As a native product, DialSource Denali also talks to your CRM in real-time and doesn’t use unreliable bi-directional data syncs that can quickly get out of date.

Very simply, your data stays in your CRM where it belongs. Data updates in real-time between Denali and your CRM. Collect the required information in the right fields on every call. Comply with Do Not Call regulations and policies effortlessly.

1 / 8

Andres Pirela Loyo View profile

Director of Residential Sales in Professional Services at Green Lawn Fertilizing (201-500 employees employees)

Use Cases and Deployment Scope

Thanks to this software we can have a greater and better control of calls in customer service and also with the integration to SalesForce program, allows us to carry out the daily activities of the agents almost automatically, being able to monitor their progress in communications with customers.

Pros

We can with the software record every inbound and outbound call, in addition to being able to monitor the work of agents on each call.
Workflow automation is very easy to set up and configure, so employees are ready to perform their daily work without any inconvenience.
It allows call recording to monitor agent performance and to learn about customer requests.

Cons

I would like to see the inclusion of being able to not only record the call, but the transcript of the call, to have more control.
Integrations with social networks and other channels would be very important to not depend on other software.
It is not as intuitive and easy to use at first as I would like so that all employees can quickly start using it.

Most Important Features

Great call recording, for monitoring conversations between agent and customer.
Automation of daily activities and activity flow, making work much more efficient and faster.
Call router, to redirect incoming calls to the most qualified agent as appropriate.

Return on Investment

We feel that this software fulfills all its purposes, which is to get closer to our customers and that our agents can attend each call efficiently, achieving excellent communication with our buyers. This has allowed us to increase staff performance, productivity and above all sales.

Cilia Flores View profile

Head of Community in Customer Service at Miro (1001-5000 employees employees)

Use Cases and Deployment Scope

We didn't know how to get our customer service agents, who work for us remotely, to learn the ins and outs of how our company works. With DialSource we were able to solve that problem by providing us with a complete training, monitoring and performance program for our remote employees.

Pros

It is very useful; all the information that throws in detailed reports, management, and performance of the trainee staff, as we can notice their failures and correct them.
A very easy to use software, it is very intuitive and dynamic, which makes the learning curve is fast.
It also serves to monitor the activities of the staff already working and closely supervise the work of all agents: remote and local.

Cons

Technical support took too long to answer some of the questions we had.
It lacks some permissions that should be granted only to system administrators.
If you want to take full advantage of this tool, you need to have time, because it has many functions, sections and tools that can be overwhelming.

Most Important Features

Efficient, quality, detailed reports, with enough information to know the progress of the agents.
Interaction and feedback with agents, where they can ask questions and raise doubts.
Intuitive and easy to use for all agents and program administrators.

Return on Investment

Thanks to DialSource we have been able to improve the performance of our employees and serve more customers in less time. The staff has learned to efficiently use all channels of communication with customers and provide them with timely responses to their requests.

Other Software Used

Nextiva Business Phone Service, TeamViewer, Wix

Mark Coffman View profile

Senior Mortgage Loan Officer in Sales at Pike Creek Mortgage Services, Inc. (51-200 employees employees)

Pros

Helps with dialing pre-set client lists.
Helps create a clear handoff between team members due to automated profile documentation.

Cons

I don't see any areas of improvement at this time.

Return on Investment

The annual cost of the product can be covered in one mortgage transaction per year.

Other Software Used

Salesforce.com

Rob Morris View profile

Director of Inside Sales in Sales at Simplus (51-200 employees employees)

Pros

Best telephony of any tool
Backend automation pre-call and post-call that save reps a ton of admin time.
Inbpound lead matching by phone number inside of Salesforce

Cons

NeedS email functionality
Could use more features around managing reps
Needs more analytics and reporting

Return on Investment

Return on investment was almost immediate for us.
The time savings along plus the process alignment are home runs

Alternatives Considered

Outreach, SalesLoft, FastCall and InsideSales.com Predictive PowerDialer

Other Software Used

ZoomInfo, 6sense, Salesforce.com

DialSource