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

Convoso vs Dialpad Contact Center

Last Updated: November 18th, 2024

Our analysts compared Convoso 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

Convoso is a cloud-based all-in-one call center that facilitates faster lead generation and conversion using different communication channels. It provides dynamic scripting, local caller ID, robust lead management and answering machine detection. It has an AI-driven multi-channel platform that helps generate more leads and results in lesser agent burnout. It’s highly customizable, and users can personalize conversation content.

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.

$20/User, Monthly

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$75/User, Monthly

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Small

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Medium

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Chromebook

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Cloud

On-Premise

Mobile

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Mobile

Product Assistance

Documentation

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Live Online

Videos

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Documentation

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Videos

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Phone

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FAQ

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Knowledge Base

24/7 Live Support

Phone

Chat

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Knowledge Base

24/7 Live Support

Product Insights

Reduce Costs: Eliminate the money spent on hardware and phones by using softphones. Spend only on a solid internet connection.
Optimize Integration: Integrate with third-party applications to make migration easier. Use the existing PBX system instead of spending money on a different solution.
Increase Productivity: Streamline workloads and adjust to specific tasks. Allow agents to handle more calls and deal with more customers.
Access Effective Reporting Insights: Use intelligent and detailed reports to drive more ROI. Ensure better data performance and provide agents with smarter reporting insights.

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.

Answering Machine Detection: Employ highly customizable answering machine detection technology that allows agents to spend more time talking with interested customers. Ensure leads instantly connect with an agent to prevent call abandonment.
Caller ID Reputation Management: Obtain information about whether numbers are flagged or blocked by carriers. Swap them with new numbers before KPIs are affected.
Dynamic Scripting: Streamline all agent conversations, direct more lead conversions and reduce agent training duration. Get a personalized customer experience based on CRM data.
Local Caller ID: Contact customers using local numbers to increase the chances of them answering. Select a caller ID name and number for every call. Increase connection rates and widen reach.
Follow the Sun Dialing: Carefully select every lead and contact them at a preferred time when they’re most responsive. Increase response rates and improve sales. Customize dialing schedules for each state.
Workflow Dialing: Call potential customers at ideal times using lead information. Send out scheduled calls to individuals without becoming too predictable. Improve connection rates and program redial leads according to call history and CRM data.
Powerful Reporting Capabilities: Track real-time metrics to increase profits and improve performance. Use the customizable dashboard to schedule reports. Analyze data over a desired period — by the hour, day, week or month.
Multiple Dialing Modes: Employ intelligent algorithms to zero in on agents and dial phone numbers in advance. Employ the power dialer to select contacts automatically right after a previous call ends. Reduce call drop rates and customize every ring. Review important lead information before dialing potential customers.
Robust Lead Management: Identify promising leads and add them to campaigns. Provide agents with lead information for every call. Update lead information and move through the leads automatically. Set criteria for every lead campaign and allow the system to select suitable lead drivers.
Customizable Dashboards: Obtain performance reports and data. Compare the performance of campaigns and individual agents. Utilize data to achieve better call handling times and enhance customer satisfaction. Select the most critical metrics and prioritize them on the dashboard.
Multi Campaign Login: Enable agents to work on multiple campaigns at once. Set up A/B testing to compare various scripts belonging to a single campaign.
Skills Based Routing: Implement an outbound call routing tool to potential leads with best-suited agents for better interaction. Identify agent skills and route leads based on CRM information.

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.

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Analyst Rating Summary

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User Sentiment Summary

91%

of users recommend this product

Convoso has a 'excellent' User Satisfaction Rating of 91% when considering 93 user reviews from 4 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.

4.3 (6)

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4.3 (14)

4.3 (109)

4.58 (57)

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4.7 (16)

4.3 (423)

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4.1 (144)

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Awards

Synopsis of User Ratings and Reviews

Improved Agent Efficiency: Users found that Convoso's streamlined interface and intelligent call routing helped agents handle more calls efficiently, leading to increased productivity.

Enhanced Reporting and Analytics: Convoso's detailed reporting features provided valuable insights into campaign performance, agent activity, and customer interactions, enabling data-driven decision-making.

Seamless Integrations: Users appreciated Convoso's ability to integrate with other business tools, such as CRM and lead management systems, streamlining workflows and improving data synchronization.

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.

Reporting limitations: Some users have expressed frustration with the platform's reporting features, citing limitations in customization and data visualization options.

Occasional glitches: Despite generally positive reviews about its reliability, some users have reported experiencing occasional glitches or downtime with the platform.

Learning curve: A few users have mentioned that Convoso's numerous features and functionalities can lead to a steeper learning curve for new users.

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.

Want to have a convo about solutions for your call center? Convoso users rave about its ease of use, enabling them to manage their call centers more efficiently. One user even reported scaling their call center from 40 to over 100 remote agents in just two years using the platform. Users highlight Convoso's robust outbound dialing capabilities, granular reporting, and DID management as major strengths. They also appreciate the dedicated support team that's committed to their success. However, some users express concerns about the high price tag and desire more advanced gamification features in the agent-facing dashboard. Despite these drawbacks, users generally agree that Convoso is a comprehensive, industry-leading platform for both outbound and inbound call centers. Convoso seems best suited for businesses seeking a robust, all-in-one call center solution, especially those with a large remote workforce. Its strengths lie in its powerful dialing capabilities, detailed reporting, and commitment to customer success. However, businesses on a tight budget or those prioritizing extensive agent gamification features might need to weigh their options carefully.

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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