Home > Call Center Software > AVOXI > AVOXI vs Dialpad Contact Center

AVOXI vs Dialpad Contact Center

Last Updated: November 18th, 2024

Our analysts compared AVOXI vs Dialpad Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.

Dialpad Contact Center is a cloud-based, inbound customer support product that enhances agent efficiency and unlocks communication insights in a user-friendly interface. It works across all personal devices and provides video, voice, group messaging, MMS, SMS, conferencing, document sharing and screening services. This system comes with tools to unify business communications in the cloud, including custom IVR, company mainline, social profiles and Google Apps integration.

$99 Monthly

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$75/User, Monthly

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Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

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Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

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Product Insights

Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.

Seamless Omnichannel Experience: Dialpad Contact Center unifies all communication channels, including voice, email, chat, and social media, into a single, intuitive platform, enabling agents to effortlessly handle customer inquiries from any channel.
AI-Powered Automation: Leverage AI-driven features like call routing, sentiment analysis, and automated responses to streamline operations, reduce agent workload, and enhance customer satisfaction.
Real-Time Performance Monitoring: Gain valuable insights into agent performance, call metrics, and customer satisfaction levels through real-time dashboards and reporting tools, empowering supervisors to make informed decisions and improve team efficiency.
Enhanced Collaboration: Foster seamless collaboration among agents and supervisors with features like real-time chat, screen sharing, and call whispering, ensuring quick resolution of complex customer issues.
Personalized Customer Interactions: Access customer history, preferences, and previous interactions in a unified view, enabling agents to deliver personalized and tailored experiences that build stronger customer relationships.
Scalability and Flexibility: Dialpad Contact Center scales effortlessly to meet the evolving needs of businesses, accommodating seasonal fluctuations and growth without compromising performance or reliability.
Cost Savings and ROI: Reduce operational costs through streamlined processes, reduced agent turnover, and improved customer satisfaction, resulting in a positive return on investment.
Improved Customer Satisfaction: Empower agents with the tools and insights they need to resolve customer issues quickly and efficiently, leading to increased customer satisfaction and loyalty.
Competitive Advantage: Gain a competitive edge by providing exceptional customer experiences that differentiate your business and drive growth.
Future-Proof Technology: Stay ahead of the curve with Dialpad Contact Center's cutting-edge technology and continuous innovation, ensuring your business remains competitive in the ever-evolving customer service landscape.

Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface.
Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics.
Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates.
IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates.
Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs.
Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding.
SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide.
WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration.
Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback.
Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes.
Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot.

Administration: Expect a hassle-free deployment, fast setup and the ability to manage and provision users with simplicity and efficiency.
- Web Portal: Manage and set up the platform and users to control settings and profiles.
  - Administration Portal: et complete control over every adjustable feature and setting. Log into the portal and access several features, including:
    - Office Settings: Access features such as main line, teams and users, desk phone, office settings, integrations and number porting.
    - Departments: Assign operators, add or remove departments, establish hours and draw call routing rules for departments.
    - Call Centers: Add new call centers, assign agents to those centers, establish hold music, create call handling rules and more.
    - Billing: Access the account’s monthly invoice with the entire billing history.
    - Authentication: Select SAML provider, choose between Google, OneLogin, Okta or a custom option and add API keys.
    - Integrations: Add/disable any integrations.
  - User Portal: Make adjustments to various settings within the account, including:
    - Basic Information: Upload an avatar (or use the one from the G Suite account), select a phone number that should appear as an outgoing caller ID number along with timezone and language.
    - Voicemail settings: Upload a greeting, use a default welcome message or record a new one with advanced settings. Choose the ringing duration before sending to voicemail and call routing rules.
    - Executive Assistant: Assign assistant or executive status to another user, so calls go to the assistant or executive number first.
    - E911: Establish the physical location where emergency services go when 911 is dialed.
- APIs and Webhooks: Get more call data and additional user management functionality.
- User Setup: Add new users, assign phone numbers, sync them with Office 365 or Google G and establish user permissions from one place.
- Mobility: Remove the restrictions of a traditional desk phone and stay connected from any device and anywhere.
- Call Analytics: Solve all big and small challenges with call analytics, optimize the call center’s performance and meet KPIs to stay ahead of the competitors.

Product Ranking

#67

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#118

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Analyst Rating Summary

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User Sentiment Summary

95%

of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

85%

of users recommend this product

Dialpad Contact Center has a 'great' User Satisfaction Rating of 85% when considering 686 user reviews from 4 recognized software review sites.

4.6 (4)

4.3 (109)

4.76 (50)

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4.7 (33)

4.3 (423)

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4.1 (144)

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4.3 (10)

Awards

Synopsis of User Ratings and Reviews

Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.

Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.

Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.

Seamless Integrations: Dialpad Contact Center seamlessly integrates with popular CRM and help desk systems, allowing agents to access customer information and resolve issues quickly.

Omnichannel Support: Agents can handle customer inquiries across multiple channels, including phone, email, chat, and social media, providing a consistent and efficient experience.

Real-Time Analytics: Comprehensive dashboards and reports provide real-time insights into call center performance, enabling managers to identify areas for improvement and optimize operations.

AI-Powered Features: Dialpad Contact Center leverages AI to automate tasks, such as call routing, sentiment analysis, and knowledge base search, freeing up agents to focus on complex customer interactions.

Scalability and Flexibility: The cloud-based platform allows businesses to scale their contact center operations up or down as needed, ensuring they can meet changing customer demands.

Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.

Limited Customization: Dialpad Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.

Integration Challenges: Users have reported difficulties integrating Dialpad Contact Center with other business applications, leading to workflow disruptions.

Inconsistent Reporting: Some users have encountered issues with the accuracy and reliability of reporting data, making it challenging to track performance and make informed decisions.

Limited Agent Availability: Dialpad Contact Center has been criticized for its limited agent availability, resulting in longer wait times for customers and potential revenue loss.

Pricing Concerns: Users have expressed concerns about the pricing structure of Dialpad Contact Center, particularly for businesses with high call volumes or complex requirements.

Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

Dialpad Contact Center has received positive user reviews over the past year, with many praising its ease of use, robust features, and integrations with other business tools. Users have found it to be a reliable and efficient solution for managing customer interactions, with features such as call routing, IVR, and CRM integration streamlining workflows and improving agent productivity. Compared to similar products, Dialpad Contact Center stands out for its intuitive interface, which makes it easy for agents to learn and use. Its cloud-based architecture also provides flexibility and scalability, allowing businesses to adjust their contact center operations as needed. Additionally, Dialpad Contact Center's AI-powered features, such as sentiment analysis and speech recognition, enhance agent performance and improve customer experiences. Overall, Dialpad Contact Center is a well-rounded solution that is suitable for businesses of all sizes. Its ease of use, robust features, and integrations make it a valuable tool for managing customer interactions and improving agent productivity. It is particularly well-suited for businesses looking for a cloud-based contact center solution that can scale with their needs and provide advanced AI-powered features.

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FAQ

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