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PhoneBurner vs Dialpad Contact Center

Last Updated: November 18th, 2024

Our analysts compared PhoneBurner 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.

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Product Basics

PhoneBurner is a dialing tool that helps sales teams make calls, connect with customers and close deals. It's easy to get started and add new users, whether you’re in-office or working remotely. Mediating calls through the platform means fewer audio problems, so you can focus more on making sales.

Standout features include power dialer for fast calling and smart lead distribution for efficient teamwork. Many users love the responsive customer support, though some have reported a few issues with specific CRM integrations. You can choose from Standard, Premium and Professional plans, each with different features and prices to fit your needs.

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.

$149/User, Monthly

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$75/User, Monthly

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Tailored to your specific needs

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Chromebook

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Cloud

On-Premise

Mobile

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Product Assistance

Documentation

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Live Online

Videos

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Documentation

In Person

Live Online

Videos

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FAQ

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Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Automate Repetitive Tasks: Automate essential functions like dialing numbers, jotting down notes, leaving pre-recorded voicemails, sending post-call messages and more to save time and streamline workflows. The LeadStream feature lets admins intelligently and automatically distribute leads to sales reps.
Reach More Customers Interactions: Expand your customer base with power dialing and intelligent call routing features. More conversations mean more opportunities to showcase your product or service and convert leads into loyal customers.
Track Performance Regularly: Leverage analytical tools to get a clear picture of your sales performance. Monitor call metrics, identify successful strategies and pinpoint areas for improvement.
Stay Organized and Boost Productivity: Manage contacts, call notes and history, and tag, sort and categorize leads for targeted outreach with a built-in CRM. Use SmartSender to track email interactions for timely and effective follow-ups.

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.

Power Dialer: Connect your phone or VOIP to the platform to streamline tasks like emails and voicemails. Reach up to 80 contacts an hour with flexible dialing modes.
Smart Search: Filter and save your searches, and keep them updated as your needs change.
Remote Dialing: Call prospects from anywhere using a local area code. Connect faster with call logging, one-click voicemails and automated follow-ups. Manage remote teams, simplify onboarding and coordinate from a central dashboard.
Virtual Phone Service: Get local, cloud-based numbers with features to improve outreach and simplify incoming calls. Forward calls, answer them online and quickly return missed calls.
CRM: Organize your campaigns and contacts with automatic storage for call history, texts, documents and recordings. Send personalized messages instantly with templates.
- Smart Email Tracking: Track email opens, clicks and document views to time your follow-ups perfectly. Enjoy reliable connections and minimal downtime.
- Lead Filtering: Find the right contacts by searching based on call results, tags, location and custom fields. Create saved searches that automatically update your call list with the best leads.
- Lead Distribution: Make sure the right reps get the right leads with customizable rules. Improve team collaboration, get more opportunities and close more deals. Create shared lead pools and reward your top performers.
- Performance Tracking: See your team's progress and productivity with real-time leaderboards and analytics.
- Integrations: Connect with your existing CRM tools, including Salesforce, HubSpot and Zoho, as well as over 100 other applications.
Local ID: Display a local number that matches your customers' locations to increase connections by up to 56%.
Workflow Automation: Streamline your work with pre-recorded voicemails and automatic next-call dialing. Send personalized emails based on conversations and distribute leads efficiently. Leave notes, set statuses and organize your prospects.
Reporting: Generate and analyze reports to understand rep performance, monitor activities and measure team success. Make informed decisions with call tracking, leaderboards and recordings.
Text Messaging: Send texts right from the dialer after calls or emails. View conversations, get real-time alerts and access messages in an organized inbox.

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

#16

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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

PhoneBurner has a 'excellent' User Satisfaction Rating of 95% when considering 421 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.

5.0 (16)

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4.7 (210)

4.3 (109)

4.8 (173)

4.3 (423)

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4.1 (144)

4.6 (22)

4.3 (10)

Awards

Synopsis of User Ratings and Reviews

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.

Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.

Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.

Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.

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.

Setup Needs: Getting started requires setting up computers, software and networks.

Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

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.

PhoneBurner is an easy-to-use customer support software that encourages smooth workflows across departments. Many users appreciate its help desk service. The product relies on automation, allowing agents to speed up work and become more productive and efficient. While most of the users love its remote access functionalities, some are hesitant to buy it because of the lack of workflow-enhancing features such as Text-to-Speech, Queue Management and more. Although some customers aren’t satisfied with the user interface and integration capabilities but Phone Burner works well for small- and medium-sized businesses."

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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