We are happy to share some insights about Dialpad drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Dialpad and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, Our analysis classified Dialpad as a vendor of Merit, ranking 13th in the overall research with a 59.2% performance. Dialpad’s best performance came in Customer
Experience at 63.1%, ranking 13th, due in part to its 12th-place ranking in TCO/ROI. In Product Experience, Dialpad placed 13th at 58.4% due to low performance in Reliability. Dialpad partially participated in the RFI process.
Dialpad’s Product Experience was impacted by its 54.0% performance in Reliability, where it could improve the features related to helping users configure the system to optimize performance. Customer Experience was impacted by its 63.5% performance in Validation, where it there was a lack of documentation for identifying and quantifying achievable cost savings.
Dialpad performed best in Product Experience, notably in Capability, where its 59.5% performance was due to its strong AI capabilities, including related to agent guidance and customer sentiment analysis.
In the Contact Centers Buyers Guide, our analysis classified Dialpad as a vendor of Merit, ranking 12th in the overall research with a 60.0% performance. Dialpad’s best performance came in Customer Experience at 
63.1%, ranking 12th, due in part to its 11th-place ranking in TCO/ROI. In Product Experience, Dialpad placed 12th at 59.2% due to low performance in Reliability. Dialpad partially participated in the RFI process.
Dialpad’s Product Experience was impacted by its 54.0% performance in Reliability, where it could improve the performance aspect of its platform; for example, user configurability to optimize performance and the scope of performance metrics available to users.
Customer Experience was slightly impacted by its 63.5% performance in Validation, where it could continue to improve its product roadmap to include such aspects like customer recommendations.
Dialpad performed best in Customer Experience, notably in TCO/ROI, where its 62.7% performance was due to its good use of business cases showing direct value to customers and prospects. In addition, Dialpad’s above average recording and capture tools led to its 61.4% performance in Capability.
Dialpad did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on Dialpad Ai Contact Center and was available in July of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
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