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Dialpad Review

Jeff Hale
Jeff Hale
  • Dialpad is an AI-powered cloud communications platform designed to help businesses connect and collaborate easily and efficiently.
  • Dialpad is intelligent, transforming your communications into data you can see and use to improve every aspect of your business.
  • Businesses can choose from three Dialpad Talk phone system plans starting at $15 per user per month (billed annually).
  • This review is for business owners who are interested in learning more about Dialpad, our choice for the best phone system for voice analytics.

Dialpad is an artificial intelligence (AI)-focused cloud communications platform for calling, conferencing and contact centers. Small businesses can expect to have a new system up and running quickly, often the same day as signing a contract. Larger enterprises can rely on Dialpad's designated Engagement Manager to help with deployment, ongoing planning and optimization. With the app, you can turn any computer, smartphone or tablet into a business phone system. Dialpad also works alongside your existing tools, integrating with popular software providers, including Slack, Salesforce, Zendesk, Google Workspace, Office 365, Okta and many more.

Dialpad

Dialpad

The Verdict

Dialpad leverages AI to improve communications across all channels. It is especially useful for its Voice Intelligence features, which help improve customer service and sales team performance. The company also offers a wide selection of pricing plans.

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What separates Dialpad from other business phone service providers is a technology Dialpad calls "Voice Intelligence," or Vi. The company's Vi system acts as an assistant and coach by providing real-time information and suggestions to help sales and customer service agents get more out of every interaction. And while your team is communicating, Vi is creating to-do lists, searching for answers to tough questions, and uncovering trends and actionable insights.

Dialpad Pricing

Dialpad has three business phone system plans, as well as plans for business video conferencing, contact center software, and a sales dialer phone system with real-time coaching and customer relationship management (CRM) integrations. The company also offers free 45-minute video conferencing for 10 participants and 14-day trials for most of its products and tiers.

While Dialpad is geared toward smartphones, tablets and laptops, it also supports desk phones. The company offers a limited selection of Polycom phones that start at $129. Dialpad has partnered with Jabra and Poly to provide integrated headsets, but you'll need to contact the sales team for discounted pricing options. Startups based in the U.S. or Canada with angel investors of venture backing can qualify for 10 free lifetime phone and video conferencing plans.

TipTip: Before choosing a Dialpad, or any other cloud-hosted system, it is important do your research on VoIP phone service vs. landline phones to fully understand how they differ and the pros and cons of each option.

There are three business phone system plans that differ by price and included features, as well as plans for video conferencing, contact centers and sales dialers. Here's how the plans break down:

Dialpad Talk Standard

  • Price: $15 per user per month (billed annually)
  • Features: Unlimited calling in the U.S. and Canada, unlimited SMS and MMS messaging, comprehensive call and routing controls, custom voicemail greeting, voicemail transcription, automatic post-call notes, speech coaching, integration with Google Workspace and Office 365, custom off-hours routing, and 24-hour phone support on weekdays

Dialpad Talk Pro

  • Price: $25 per user per month (billed annually); minimum of three licenses
  • Features: Everything in the Talk Standard plan, plus local number support in more than 50 countries, Salesforce integration, API, webhooks and 24/7 phone support

Dialpad Talk Premium

  • Price: Contact for exact pricing; minimum of 100 licenses
  • Features: Everything in the Talk Pro plan, plus Okta integration, unlimited office locations, custom analytics and reporting, and a service-level agreement (SLA)

Dialpad UberConference Free

  • Price: Free
  • Features: Unlimited call recordings, screen sharing, up to 10 participants, and up to 45-minute conference durations

Dialpad UberConference Business

  • Price: $15 per user per month (billed annually)
  • Features: Everything in the UberConference Free plan, plus up to 100 conference participants, custom hold music, auto-dial out to participants and up to five-hour conference durations

Dialpad Contact Center Pro

  • Price: $125 per user per month (billed annually)
  • Features: Unlimited SMS and MMS messaging, help desk integrations and 24/7 phone support

Dialpad Contact Center Enterprise

  • Price: Custom quote
  • Features: Everything in the Contact Center Pro plan, plus custom business rules, dashboards and reports, and a 100% uptime SLA

Dialpad Sell Pro

  • Price: $95 per user per month (billed annually)
  • Features: Unlimited SMS and MMS messaging, CRM integrations, and voicemail drop

Dialpad Sell Enterprise

  • Price: Custom quote
  • Features: Everything in the Sell Pro plan, plus APIs and webhooks, custom and out-of-the-box reporting and an SLA

Key TakeawayKey takeaway: Dialpad's cloud PBX business phone system is available in three plans starting at $15 per user per month, as well as a variety of plans for video conferencing, call centers and sales dialers.

Dialpad Features

The Dialpad mobile app brings all of your calls, messages and meetings together. Every detail of every interaction is easy to locate, with built-in search functionality and post-call summaries with key action items. The app lists contact profiles alongside each conversation, making it very easy to grab the difference-making details from every interaction that takes place.

Speech recognition, natural language processing, machine learning and real-time coaching are the heart of Dialpad's Voice Intelligence (Vi) capabilities. This technology is designed to increase efficiency in day-to-day communications and help you learn more from each of your customer conversations. Vi provides customer-facing agents with key details in real time, offers timely sales coaching and recommendations, and detects sentiment to let supervisors intervene the moment a call begins to take a wrong turn. All of this information is accessible in the call analytics dashboard, which can be utilized to optimize performance and set new key performance indicators.

Dialpad is very conducive to remote work, with full functionality for Windows, Mac, iOS and Android operating systems. The call-flip feature lets you start a call on your laptop and then take it with you out the door on your smartphone without missing a word. The desktop interface is also simple, intuitive and easy to use and manage without a dedicated IT team. There's even a Chrome extension that puts basic controls and one-click calling functionality into your web browser.

The entire platform is built with automatic data backup and redundancy. Everything from call data to customer information is encrypted across all devices with layered security.

Did You Know?Did You Know: Dialpad gives you access to all of the business telephone lines you need and offers all of the essential VoIP phone system features alongside an AI-powered assistant to provide real-time recommendations, detailed post-call notes and actionable insights

Dialpad Pros

With Dialpad, you'll give your employees the freedom to work where, when and how they want with technology that functions seamlessly across smartphones, tablets, laptops and web browsers. Dialpad also integrates with the software and apps you already use, allowing you to accomplish your day-to-day tasks with one unified system.

The Standard entry-level plan offers incredible value for small businesses that want to take their unified communications and customer interactions to a new level with machine learning. Every phone service tier includes integration with Google Workspace and Microsoft 365, letting you turn your contact list into a library of useful information.

Free 14-day trials for most products and tiers give you time to understand Dialpad's potential impact before you sign a long-term or monthly contract.

Key TakeawayKey takeaway:Dialpad's seamless integrations make it a truly unified communications system, and its unique AI technology provides a wealth of actionable information.

Dialpad Cons

One downside of Dialpad is that if you want to host video conferences with more than 10 participants, you must pay an extra $15 per user per month (billed annually). That plan also includes 24/7 support but limits you to 100 participants and five hours per meeting.

Another drawback specifically for larger companies is that you must call to get pricing for the Talk Premium, Call Center Enterprise and Sell Enterprise plans. However, that also means you may be able to negotiate and perhaps find a better deal near the end of the month or quarter.

Key TakeawayKey takeaway: Some drawbacks of Dialpad's PBX platform are that video conferencing with more than 10 people costs extra, and the pricing isn't listed for the enterprise plans.

Customer Service

Posing as a small but ready-to-scale business interested in an intelligent VoIP phone service, we contacted Dialpad's customer service team in the United States for support through chat, phone and email. We found the support to be fast, polite and sincere in their desire to help us achieve our goals.

Dialpad has customer service available in the U.S., U.K., Australia, New Zealand, Germany, France and Japan. The live chat support offers wait times of just a few minutes, but phone support varies by products and pricing tiers, ranging from 24/5 to 24/7 support.

Dialpad's research library contains e-books, webinars, infographics and how-to videos. These resources explain advanced features, list definitions and share best practices for a multitude of topics. The company also has a searchable self-help center and info hubs with answers to the most popular questions for new users.

Dialpad is not an accredited member of the Better Business Bureau, but it has an A- rating. As of April 2021, there have been only six complaints closed against Dialpad, substantially fewer than most competitors.

Image Credit: Prostock-Studio / Getty Images
Dialpad

Dialpad

The Verdict

Dialpad leverages AI to improve communications across all channels. It is especially useful for its Voice Intelligence features, which help improve customer service and sales team performance. The company also offers a wide selection of pricing plans.

Visit Site
Jeff Hale
Jeff Hale
Business News Daily Contributing Writer
Jeff Hale is a writer and editor based in San Diego with a background in business development and marketing. He has identified new market opportunities for Fortune 500 companies and developed communications strategies and digital branding for tech startups and small businesses. Jeff covers emerging technologies and business solutions with a focus on efficiency and growth. He holds a Bachelor’s degree in English from the University of California, Irvine, and an MBA from Chapman University.