Dialpad

The phone system and software are adequate for daily use. It has a nice team chat/messaging function. In most senses I would considers its functionality and features to be average.

Administering the system is a pain. It is simple to set-up and if you want to add new lines, it's easy. But if you need to delete a number or stop paying for extra lines, it is a pain and an involved process. To use the system without incurring excessive billing, you need a full time or at the very least an active phone administrator.

The interface is very user friendly and easy to learn. Great feed of recorded calls and texts to see communication history with contacts.

Number one biggest issue is that text messages cannot integrate into Front to be handled there. Better Front integration for that specifically and in general would be a game changer for us. Would be great if names would update in Dialpad for the contact center from the Hubspot integration as well. Finally, it also often defaults to personal contacts over contact center contacts, which can make team collaboration more difficult.

Mobile/Desk/Web-app allows me to switch between device seamlessly without the caller knowing.
The call transcriptions and recording is great to review calls. I really like the Google integration as well.

I would like the API to provide call transcripts with Zapier. This will allow me to create a webhook I can then pass to my CRM to create a case if needed.

Sometimes my mobile app on Android when my screen is locked and the device rings through Dialpad the app hides. I have to unlock the phone and by then the caller hangs up.