What Is Dialpad?
Dialpad is an AI-powered cloud communications service aimed primarily at businesses. Since 2011, the company has provided services for tens of thousands of business teams. A few of its better-known clients include RE/MAX, Asana, TED and Uber. As of 2021, Dialpad has an estimated valuation of $2.2 billion.
Dialpad’s communication solutions are available through a three-tier service plan, which includes features such as:
- Unlimited domestic calling
- Business SMS and MMS
- Unlimited video meetings
- Business phone number
- Visual voice mail
- Multilevel auto attendant
- Custom call routing
- Call and number forwarding
- Automatic spam call detection
- Three-way calling
- Contact syncing
- Call recording
Dialpad also lets you forward calls to and switch between devices, providing maximum communication flexibility.
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How Dialpad Works
Dialpad lets you send and receive calls in different ways. For instance, you can use internet broadband as it is a voice-over-internet-protocol (VoIP) service provider. Dialpad works with your existing cellular service, or you can use Wi-Fi in areas where reception may be poor.
Dialpad is a Unified Communications as a Service, or UCaaS, solution, meaning in addition to VoIP calling, Dialpad acts as a multifaceted communications hub. Customers can receive and send calls or text messages, hold video meetings, conduct internet faxing and more. Additionally, Dialpad has enlisted AI-based strategies to help businesses to improve customer service and satisfaction.
To use Dialpad, you must first create an account. Be aware that Dialpad uses Google to authenticate; using multiple Google accounts could cause login issues.
Once you sign up, you can download the Dialpad desktop or mobile apps to use the service. Dialpad lets you bring your existing business number or select a new one.
Is Dialpad Right for Me?
Because Dialpad is a true UCaaS, it works well for businesses hoping to make a single platform their central communication hub. A sole proprietor who only needs phone service might opt for something less complex. However, small to medium businesses needing a phone system and collaboration software will likely appreciate what Dialpad offers.
Dialpad Is Best For:
- Trying features before buying: Dialpad provides a 14-day trial period.
- Unlimited domestic calling: In addition to unlimited calling within the United States and Canada, you also get unlimited calls in whatever country you are located.
- Business phone number: Customers get a local number when they sign up.
- Video meetings with large teams: Dialpad’s video conferencing software is free to use and can host meetings with up to 1,000 attendees.
- Multi-device use: Dialpad’s software works across multiple devices, allowing you to start communicating with one item and switch to another.
Dialpad Is Not Recommended For:
- Integration access without upgrade: Standard customers must move up to at least the Pro tier before gaining access to dozens of integrations.
- 24/7 support without upgrade: Customers need to upgrade for 24/7 support access and to reach a support team member by phone.
What Sets Dialpad Apart
Dialpad is not the only UCaaS that aspires to be its customers’ all-in-one business communication hub. Still, it approaches the goal with a rare level of humor and humanity in its field. For instance, while testing the video meeting tool, we found the hold music lyrics were humorous and sympathetic.
The experience felt pleasant and personable. Though Dialpad’s software tools are powered by artificial intelligence, the setup keeps humans in mind.
Dialpad Features
Dialpad owes much of its popularity as a UCaaS to its ability to provide various tools that let businesses communicate and collaborate from one central software platform. The following sections discuss multiple qualities of Dialpad’s features as experienced during our testing.
Ease of Use
When testing Dialpad, we found its key features easy to access and use. Whether sending calls or starting meetings, everything was easy to find and just a click away. The interface is sleek, modern and easy to navigate.
Hardware
Dialpad offers a range of business equipment, such as desk phones, headsets, ATAs and room solutions for sale through its partnership with Network Value. Hardware may be shipped to businesses located in the U.S. and Canada. Buy phones from popular VoIP brands Yealink and Poly for as low as $85; Jabra headsets start at about $52.
Software
There are multiple ways to use Dialpad’s software, including logging in and accessing the web app. Otherwise, it offers software for download compatible with Windows, Mac and Chrome operating systems; the mobile app works on Android and iOS phones.
Call Quality
We experienced high-quality phone call audio. We were able to hear clearly and easily understood. Please note that when calling a nearby device, you will experience excessive reverb, where your voice and the caller’s voice become a series of echoes. During testing, calls connected quickly, and we received immediate notifications of missed or received calls.
When testing the video meeting tool, we connected using a download speed of 314.2 Mbps and an upload speed of 20.8 Mbps. The video and audio quality was clear and of good quality.
Uptime
As of 2021, Dialpad has a 100% uptime Service Level Agreement (SLA) for its Enterprise-level customers. However, while this guarantee is expressed to Enterprise customers, no similar agreement exists for Standard and Pro customers; you would need to upgrade for 100% uptime coverage.
Security
Dialpad uses various security measures to protect your data and privacy. For instance, calls made over the VoIP network get encrypted using the Transport Level Security, or TLS, protocol. Additionally, application data is stored and protected using the AES 256-bit on the Google Cloud Platform. Enterprise-level customers get access to single sign-on tools for access management through integrations with apps including Okta, Azure, OneLogin and more.
When testing the product, we noted that we were repeatedly asked to authenticate using Google specifically after logging in. If you use multiple Google accounts or do not have one, this issue might prevent you from using the product.
Third-Party Integrations
Dialpad provides integrations for more than 60 applications. However, you must upgrade to the Pro tier to gain access. Should you sign up for the Standard plan, integrations will be limited to Google Workplace; the only Microsoft 365 feature available with this plan is scheduling meetings in your calendar.
Should you sign up for Pro, you will immediately have access to many well-known third-party apps, including Salesforce, HubSpot, Zapier, Slack, Zendesk and more. Single sign-on, or SSO, integrations for Okta, OneLogin and Azure AD are available to Enterprise-level customers.
Dialpad Pricing and Plans
| Standard | Pro | Enterprise | |
|---|---|---|---|
| Starting Price (Billed Annually) | $15 per user per month | $25 per user per month | Call for a quote |
| Contract Length | Monthly/annually | Monthly/annually | Monthly/annually |
| Unlimited Domestic Calling | Yes | Yes | Yes |
| Unlimited Domestic Texting | Yes (Dialpad to Dialpad) | Yes (Dialpad to Dialpad) | Yes (Dialpad to Dialpad) |
| International Calling | Yes, rates vary | Yes, rates vary | Yes, rates vary |
| Video Conferencing | Yes | Yes | Yes |
| Call Monitoring | Yes, add-on | Yes, add-on | Yes, add-on |
| Toll-Free Numbers | Yes, U.S. and Canada only | Yes, U.S. and Canada only | Yes, U.S. and Canada only |
| Voice Mail to Email | Yes | Yes | Yes |
| E-Fax | Add-on, U.S. only | Add-on, U.S. only | Add-on, U.S. only |
| Third-Party Integrations | Google Workspace and some Microsoft 365 features | Yes | Yes |
| Customer Support | 24/5 live support, web and chat-based | 24/7 live support, web and chat-based; phone support available | 24/7 live support, web and chat-based; phone support available |
Standard
The Standard tier is best suited for small teams that are satisfied with the video and calling tools but only require integrations within contacts and calendar scheduling. It comes with unlimited calling throughout the U.S. and Canada and domestic calling if located outside these countries. Certain limitations, such as phone support and third-party integrations, prevent this tier from being as useful to customers as the Pro and Enterprise tiers.
Pro
Pro-level customers get multiple phone numbers per account and support for local numbers in over 70 countries. Dialpad also supports offices in up to 10 locations and provides global SMS capabilities. This tier also allows access to an integration library of more than 60 applications. Customers who sign up for Pro gain 24/7 access to live support agents and can reach them by phone.
The Pro plan feels more complete than the Standard plan, making it worth the upgrade. Though, holding back major features such as integrations and 24/7 support can make it feel like upgrading is something you are forced to do rather than choose to do, given that competitors have these features without needing to move to a higher service plan.
Enterprise
Larger companies that want the most out of Dialpad will appreciate Enterprise. They benefit from a 100% uptime SLA and exclusive access integrations from trusted SSO providers including OneLogin and Okta. The Enterprise plan supports unlimited office locations, has a dial-by-extension feature and includes exclusive data retention policies. Should you need assistance, you get prioritized live agent support.
Customer Service and Support
Because we reviewed Dialpad using the Standard plan, there were certain customer support features that we could not access. While this might not be an issue for customers who are used to UCaaS services and have a general idea of navigating this type of software, limiting access to assistance, especially by phone, could be problematic.
When we did engage members of customer service, they were able to work through our issues and were understanding and professional. That said, the AI chatbot did not always find the answers we asked for; situations such as this make working with a live agent preferable, as a person is easier to communicate with and understand what you need or are looking for.
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Additional Dialpad Features Worth Noting
By turning on Dialpad AI, you gain access to searchable and shareable call transcripts where the AI can help you identify key moments in a conversation. This data can be beneficial for spotting where a sale went right or wrong, enabling a team to learn how best to handle similar situations in the future.
The ability to create a company dictionary for this feature helps the AI to understand how your employees speak to customers and each other, not only identifying industry or company-wide jargon but better understanding your business’s terminology on a personalized level; this could help you identify terms that are used too much or perhaps are not ideal for connecting with potential customers.
Dialpad Alternatives and How They Compare
| Dialpad | Nextiva | 8x8 | RingCentral | |
|---|---|---|---|---|
| Rating | | | | |
| Starting Price (Billed Annually) | $15 per user per month | $20 per user per month | $24 per user per month | $9.99 per user per month |
| Contract Length | Monthly and annually | Monthly and annually | Monthly and annually | Monthly and annually |
| Unlimited Domestic Calling | Yes | Yes | Yes | Yes |
| Unlimited Domestic Texting | No | No (upgrade required) | Yes | Yes |
| International Calling | Yes; rates vary | Yes; rates vary | Yes | Yes; rates vary |
| Video Conferencing | Yes | Yes | Yes | Yes |
| Call Monitoring | No | Yes | Yes | No |
| Toll-Free Numbers | Yes (United States and Canada only) | Yes | No | Yes |
| Voice Mail to Email | Yes | Yes | Yes | Yes |
| E-Fax | Yes (United States and Canada only) | Yes | Yes | Yes |
| Third-Party Integrations | 64 | 19 | 60 | 300-plus |
| Customer Support | 24/5 supported by chat, website, case/ticket | 24/7 support by phone, chat, website, case/ticket | 24/7 support by website, phone, case/ticket | 24/7 support by phone, chat, website, case/ticket |
| Learn More | — | — | — | |
| Read Reviews | — |
Dialpad vs. Nextiva
After testing both Dialpad and Nextiva, we can appreciate how each service attempts to function as an all-in-one communication platform for businesses. Nextiva has more going for collaboration, not just for video meetings and sending messages but also for one-on-one chat capabilities existing alongside its group chat features.
Dialpad’s collaborative tools are free to use for up to 1,000 people. Nextiva’s conferencing tools could have unlimited participants, but you must upgrade to the Enterprise plan to enjoy this perk. The Dialpad interface and features are more modern and visually appealing than Nextiva and, overall, has a more small business-friendly setup. Between this and the more affordable pricing, we believe Dialpad is the better choice.
Dialpad vs. 8×8
Dialpad provides unlimited domestic calling in the United States and Canada, while 8×8 allows unlimited calls in 14 to 48 countries. We also noted that while 8×8 provides key call monitoring features as part of its plan, Dialpad makes them available as a separate add-on. With 8×8, you get access to integrations without needing to upgrade. Customers of 8×8 can also stream their meetings publicly or privately through YouTube.
While 8×8 is an option for small business teams, its pricing and setup make it seem suited for at least midsize companies. Dialpad is the best choice for small business teams for its price and features.
Dialpad vs. RingCentral
Though RingCentral and Dialpad both heavily emphasize AI as part of their software, we found that Dialpad made better use of it. Customers get to control how many AI features they experience with Dialpad. While both RingCentral and Dialpad are easy to use, RingCentral has more going regarding customer support and guidance, which is more readily available than with Dialpad.
RingCentral and Dialpad each severely limit integrations for customers using the entry-level tier. However, RingCentral’s 300-plus integrations and call monitoring features make it worth upgrading. Overall, we consider RingCentral the better cloud communication solution for small businesses.
Read more: Best Dialpad Alternatives
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Our Expert Opinion
Based on our experience testing Dialpad’s products, we understand why it’s such a popular cloud communication platform. It is easy to use and lacks a steep learning curve. Once you sign up and download the app, you can reasonably expect to be able to start using it right away. Although Dialpad emphasizes the AI-infused nature of its products, some of its more charming features are very human.
While testing, we got a strong sense of how serious Dialpad is about providing a secure space for customers. The default hold music has humor to a “meta” degree. Even when working with the AI, Dialpad’s dictionary offers you the chance to teach the AI to appreciate your company terminology and to see you as a unique part of the Dialpad ecosystem.
The main caveat is probably how limited the Standard tier is compared to Pro, especially compared to the entry-level service plan of comparably priced rivals. By limiting features to encourage customers to upgrade, potential customers might instead look elsewhere.
Frequently Asked Questions (FAQs)
What is Dialpad used for?
Dialpad is a cloud-based communication platform with calling, texting, chatting and video conferencing features primarily aimed at businesses.
How much does Dialpad cost?
Dialpad is available for as low as $15 per user per month, billed annually.
Is Dialpad similar to Zoom?
Dialpad and Zoom each provide video conferencing tools. Unlike Zoom, Dialpad also offers calling and texting features.
Is Dialpad a VoIP service?
Dialpad is a VoIP service; you may also send and receive calls using Wi-Fi or your cellular service.