Awful audio quality, the software layout makes it very difficult to send text messages and/or listen to recorded calls. Some of my company's profiles weren't unable to take inbound calls. Customer service took a lot of valuable time to provide solutions to these problems. They even have problems when storing recorded calls, some of them get lost in the middle.
Unreliable texting and voice messaging system. Sometimes texts disappear, contacts get scrambled, calls do not go through. Problems pop up out of nowhere (such as not being able to RECEIVE CALLS!) and customer service "patches" the issue but after a few weeks everything goes back to mayhem. Customer service is okay in terms of politeness, but not always reliable as to how the problem is solved or when (important problems have percisted for more than a week with no response).
With roots dating all the way back to 1996, DialedIn (formerly ChaseData) is a veteran within the call center software market. With a focus on providing advanced, yet easy to use call center software, DialedIn has found success in offering cloud delivered hosted call center software to businesses of all size.
DialedIn offers either inbound or outbound call center functionality, as well as a blended call center combining the two. Within their outbound functionality, DialedIn also offers powerful autodialers including progressive, preview, agentless and predictive dialing. Beyond just calling capabilities, DialedIn also offers support for omnichannel contact centers with SMS, chat, social media and email support.
Solutions Offered
Plans and Features
Inbound, Chat & Texting - $49 per user/mo
Essential CCaaS features for startups and small teams
Small Business - $89 per user/mo
Enterprise-class outbound dialing plus powerful inbound ACD software suited for startups and small offices
Professional - $139 per user/mo
Custom made to maximize sales, lower payroll and decrease training time
Enterprise - $169 per user/mo
Secure and infinitely scalable enterprise solution engineered for high volume contact centers
One of the first things many shoppers will recognize is that DialedIn does not seem to offer the most cost-effective solution, especially for the smallest teams, with their plans beginning at $49 per user, per month. While this seems like a high barrier of entry, DialedIn manages to offer a true bang for your buck solution. They do so by including some of the most robust features even within their most basic offering. Small businesses looking for an inbound solution will still gain features like call recording, real-time reports, remote agent capability, skills based routing, and multiple location support for a powerful call center solution hosted in the cloud. Outbound call centers will gain access to powerful preview and progressive dialers.
In fact, DialedIn doesn't limit their plans by leaving out specific features, but rather places limitations on features that grows based on the plan your business subscribes to. For example, the Small Business plan only gains 3 months of call recordings, while the Enterprise plan gains a full year of call recordings. The Small Business plan only offers one voice channel per agent, while the Enterprise plan offers 6 voice channels per agent. This makes DialedIn's plans compelling for all different business sizes, without forcing smaller teams to pay extra just to gain access to some of the more critical features included in higher plans.
DialedIn's plans are less about paying extra for more features, and more about the size of your business. Overall, DialedIn offers a compelling mix of solutions, covering both calling capabilities and even multichannel contact center support. Powerful outbound dialing tools, especially the incredibly powerful predictive dialing, make DialedIn's outbound solution a true competitor in the market, meanwhile their inbound calling plans rival that of the biggest vendors in the space with automatic call distribution and intelligent skills-based routing.
