Is DialFire a Blazing Hot Telephony Solution? Read Our Review to Find Out

DialFire is a German cloud technology company which provides telephone solutions for companies throughout the world. Unlike many of its competitors, DialFire is focused on delivering their offering via a web-interface with a very straight-forward onboarding and customization process.

Is this good or bad for sophisticated brokerages? Read our review to find out.

Getting Started

As mentioned, DialFire is taking a slightly different approach than the typical telephone solutions company. Meaning, that in order to get started you won’t need to talk to anyone from their team to provide you with access and to show you around. Looking from that perspective, their ultimate promise, to “make your first call in 3 minutes”, looks achievable (however, it didn’t work for us).

To get going you only need a very stable internet connection and Google Chrome web browser. The registration process is simple and instant. At the end, you will receive an email containing a link to your own dedicated space where you can control the DialFire service.

The entire onboarding process happens through video tutorials and other written documentation. Typically, companies do this for various reasons – to cut the need of extra staff, to cover multiple time zones with limited cost, to avoid confusion and misinformation and to make it easy for their customers to start using the service. In our experience however, this is not sufficient for a company with more sophisticated needs, unless you are PayPal, Google, Amazon, and the like.

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“Quadratisch. Praktisch. Gut.”?

The German (chocolate) credo, which can literally be translated as “Square. Practical. Good.” has been attempted to reflect in the development of this product offering as well. For example, importing contact lists happens through uploading an Excel/Spreadsheet table with the contact credentials, by following strict rules and explicit guidelines. But if you are thinking to suddenly break the rules and dial a number outside the imported lists… well you just can’t.

There are several types of campaigns you can establish within your dedicated company space in DialFire – Simple, Multi-Step, Calendar, Survey, Shopping Cart and a Freestyle campaign. The latter includes the features from all the rest. We will outline the basic features in the Simple campaign as the rest more or less build on top.

The Simple Campaign vs. the Other Campaigns

In addition to actually making calls, it allows users to forward customers to a predefined number in both inbound and outbound telephony, as well as to create a conversation guide with a simple markdown file. There are a lot of text fields which can help you store information about the call, such as call results, notes, additional information and url text fields. It strikes us as a bit lame.

Next is the Analytics area where you should be able to extract or see at a glance the performance of your agents. Again, it is done in a simple, straight-forward way and not an inch more. Yet, it does have the necessary data for you to follow the most valuable KPIs, such as call completion, success rate, work time vs. talk time, and others. These are naturally presentable and exportable on a daily, weekly and monthly basis.

The rest of the campaign types include additional features, such as call listening, callbacks (for the Multi-step campaign), call scheduling via Gmail Calendar (for the Calendar campaign), surveys (for the Survey Campaign) and more sophisticated shopping cart functionality for the Shopping cart campaign. Note, most of these require some level of programming skills.

Customer Service

While most of the onboarding happens somewhat automatically via video tutorials and text documentation, there is a professional support team available during business hours over phone and email. They have escalation routes and protocol for any issue you might face with their platform, regardless of how easy or difficult it is to fix. But the general idea of DialFire is that you only talk with support if you have already read a ton of documentation, so that it is absolutely clear your need was not previously addressed in their Support files.

Square. Practical. Good.

Pricing and Security

Most of the services which DialFire offer are on a “pay-as-you-go” basis. This generally means you are paying for what you use and the prices are quite reasonable. The dedicated company space you have within their platform is secured via simple user/pass firewall, but it is very strange that the initial access link you will receive, is the ultimate way for you to access your account. In fact, anybody who has this link, regardless of where is he/she located, can access your account. This is an intentional, yet quite difficult to justify feature. But as far as the quality of the service is concerned, most of the people we spoke with, highlighted the extensive stability of DialFire’s services.

In Conclusion

DialFire is above all a technical solution provider. Requiring a bit of programming to customize some of its cooler features, as well as doing the best they can to avoid providing real-live support to customers, the company is targeting a class of clients who have more simple telephone needs. This might be good for individuals and some businesses, including various newbie brokers as well, but sophisticated brokerages might need more than that to achieve their goals. DialFire provides stable and simple services, nothing more and nothing less.

FTT Score

Based on the review above, on the scale from 1 to 10, our FinTechTycoon expert score is a slightly indifferent

6.

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