Dialpad for Salesforce: Call, message, meet, and support—on one Ai-powered app

2/3 calls not going through

We were not impressed at all. no customization possible. Only active in one tab, if you switch tabs you need to activate in each tab. After loading the page it takes 5-10 sec. untill you can start dialing. no possibility of ading custom objects to the call window to add custom information. We canceled after 2 days usage.

Great solution for call centers that need one small improvement

Dialpad offers a very easy-to-use calling /texting solution that tightly integrates with Salesforce Service app. Our call center employees are really happy with the easy-to-use interface & the call logging integration makes Salesforce reporting so much easier. Our employees use the dialpad widget inside Salesforce for all their work & is super happy with the functionalities available. Occasionally it takes time to connect the call but voice clarity is awesome. Giving one star less because they don't support Salesforce Person accounts yet for logging calls. We are heavy users of Person accounts & are waiting for this last missing piece in the integration.

Great interface, poor integration, horrible support

We've been using dialpad in our office for years. Great app, great interface. We love the dialpad user experience. So when we switched to salesforce, we were very excited about incorporating Dialpad into our sales process. But things went south very quickly. #1 - sales team outright lied. None of our "must have" items that we were assured were part of the integration were actually there. #2 - support is non-existent. Basic tier one support is great, but dealing with any real issues will take a minimum of a week to get escalated. It took two months to get an issue addressed that allows calls to be matched to our contacts. And it's all email - nobody will talk to you. #3 - porting will take 10x longer than they tell you. Took us 6 weeks. We were given a specific date & time - but it didn't happen on the date or time promised - but took another 2 weeks, causing 2 weeks of "dead time". Integration issues: #1. Dialpad will not create a new lead with a phone call #2. If you use "Person Accounts", Dialpad will not match the phone call because it thinks there are two records (contact & account) and it doesn't know which one to match to, so it does neither and the call is not logged to salesforce, even after you manually select the correct contact or account. So if logging every call in Salesforce is important, Dialpad won't work for you. #3. There are myriads of exceptions to what will get logged. For example, SMS messages are not logged to opportunities, but calls can be, etc. #4. Dialpad allows you to record phone calls, but nobody else can listen to them unless you make everyone an admin. Seriously! Good news: All our problems (except the recordings) were solvable by building our own integration. But had we known we'd have to spend that kind of time and money up front we probably would have gone with Ring Central.

Solid integration between Dialpad calling app & Salesforce Sales cloud

We use Dialpad in our Sales center for calling our prospects and partners and Sales cloud for capturing call records. The integration between the two works decently well to log calls. We use Salesforce High Velocity Sales and Dialpad supports that too. Giving 4 star for not supporting Einstein Call Coaching yet. But whatever has been delivered, has lived upto our expectations.

Salesforce integration that works really well for us

We have been using Dialpad with Salesforce for quite sometime now but the way this integration solution has grown in last 1 year is commendable. Our sales representatives love to use Dialpad to talk to our customers. The integration works beautifully behind the scenes to log every call in the CRM application. We use tons of custom objects in Salesforce and the fact that Dialpad allows us to log calls to these custom objects too is the real icing on the cake. Waiting for more to come.

Work performance has improved greatly.

What I can say is that the way dialpad has streamlined workflows in our company has been excellent. Not only is the user interface simple and easy to use (despite there being many options to configure things), it really increased the efficiency in our team and also sales. I really appreciate how Diapad and Salesforce have increasingly upgaded their systems and tools, which shows just how dedicated they are to their customers. Thank you so much!

Awesome salesforce solution

Salesforce is one of the best and easy to integrate app. I like how it can collaborate easily with other apps. Yes i would definitely recommend others to take this app.

Easy to use and improves efficiency

The salesforce integration has made it very easy to link phone calls with actions in our CRM. Allows agents to be in one window to do everything they need while on the call. By linking the call to the record in Salesforce it gives more power to the reporting that is done to see where we can improve in the future.

Great productivity tool!

With Dialpad application I manage a toll free number hotline from another country in the palm of my hand so my clients don't have to pay a penny to get support. I can be literally in any country and have direct communication with clients without worrying about roaming charges. With the dialpad desktop application I can switch between my mobile phone and laptop while speaking with my clients and they didn't even notice the change.

Dialpad Is Great

Great software and easy to use.