Written by Claude Quiba Reviewed by James Macey Updated on 23 January 2023 On this page Dialpad's Pros and Cons Dialpad's Pricing Dialpad's Standout Features What Kind of Business is Dialpad Best For? How Does Dialpad Compare with Other Phone Systems? Does Dialpad Have Good Customer Reviews? Verdict Expand Our researchers analysed five of today's top business phone systems and ultimately determined that Dialpad's VoIP (Voice over Internet Protocol) system offers superior conversational AI capabilities.Enhanced with natural language processing (NLP) and machine learning features, your phone system will be smart enough to analyse your conversations and help you get better engagements with your team and clients. So, delve into this Dialpad review, and discover more about its list of features.If you're canvassing a phone system for your business, you should consider five key factors: inbound and outbound communications features, integrability (external connections), scalability, pricing, and customer support. As you read further, you'll find out where our team of experts places Dialpad against its competitors in these categories.At Expert Market, we have been comparing the best phone systems for over a decade. So if you want expert recommendations, try our free quote-comparison tool for tailored prices from the best phone systems that meet the needs of your business. Swipe right to see more 0 out of 0 backward forward Expert Rating 4.0 Price $20 per user, per month – bespoke Dialpad's Pros and Cons Pros 24/7 Reliable Customer Service Impressive List of Features Stellar Customer Reviews Cons Limited External Connections Low scalability ✓ 24/7 Reliable Customer ServiceDialpad comes in second out of five competitors with an outstanding 4.5/5 customer support score. This is because Dialpad caters to various customer support channels to help you resolve any issues with their system.You can find easy fixes to common system problems on its online community forum and insightful knowledge-based articles.If that's not enough, Dialpad's Pro and Enterprise plans provide reliable 24/7 live support through chat and phone. So, if you experience any system issue, you can easily reach its customer support team at any time, on any day of the week. For Standard plans, you can still call its 24-hour customer service on weekdays — which is still quite dependable, especially for companies that only operate five days a week.If you want better customer support, check out 8×8. What gave 8×8 the perfect 5/5 customer support score was its 99.99% uptime guarantee and 24/7 live support across all plans.✓ Impressive List of FeaturesScoring 4.4/5 in our features analysis, Dialpad doesn't scrimp on inbound and outbound communication features. Even with a standard account, your team will enjoy a barrage of inbound communication capabilities, including a virtual receptionist, spam prevention, ring groups, and localised toll-free numbers.For outbound communication features, Dialpad provides HD-quality external video calling and call conferencing. This allows you to converse with multiple people at the same time in and out of your team.Transparency and organisation are also easier to achieve with fancy management features like call recording, call transcripts, and reporting capabilities.Moreover, it's packed with smooth collaborative features, such as team messaging and task management, to help your team work seamlessly.These features are all powered by AI-based Voice Intelligence (VI), so you'll have highly efficient communication tools when interacting with your team and clients.However, Dialpad lacks call barge and call whisper, which can be found on 8×8’s plans. Because these features affect your business phone system's scalability, 8×8 gets an excellent features score of 4.5/5.✓ Stellar Customer ReviewsWith an overall score of 4.4/5 across G2, Capterra, Trustpilot, and TrustRadius, Dialpad ties with GoTo Connect at first place for customer reviews. Hence, it's easy to say that Dialpad is a highly reliable business phone provider. If you want to see actual customer reviews, scroll down below.✘ Limited External ConnectionsDialpad offers limited external connections, earning a low score of 2.4/5 in this category.Dialpad doesn't come with desk phones. Regardless, you can still connect its system to third-party handsets, including Cisco, Yealink, and Polycom. You can also download Dialpad's high-rated mobile app for iOS and Android, helping you communicate with your team on the go.However, Dialpad still offers fewer ready-made software integrations than its competitors. CRM and helpdesk integrations are possible but limited to Salesforce, Zendesk, and Hubspot. Plus, live chat integrations are only available for Slack, while analytics and email integrations are missing.On a positive note, Dialpad has an open API, making way for any software integrations as long as you have the technical know-how.If you want more comprehensive software integrations, RingCentral has the highest integrability, earning a 4.3/5 external connections score. With up to 250 software integrations, you can easily adapt RingCentral to your daily work operations. ✘ Low scalabilityAnother drawback you should note is its scalability. Dialpad got an aggregated scalability score of 3.3/5, which is not bad. However, when compared with the other four providers, Dialpad only takes seventh place.Dialpad offers unlimited users and local numbers across all plans, which will be fantastic if you want your business to scale. Nonetheless, Dialpad is short on advanced features, such as call barge and call whisper, which you can get on all 8×8 and RingCentral plans. Meanwhile, Dialpad offers excellent collaborative features like team messaging, task management, and video conferencing. Still, it would be better if it offered document sharing – a crucial collaborating feature other providers, like RingCentral and 8×8, have.The good thing about Dialpad is that it is complete in compliance certificates in line with data privacy law and national broadband network (NBN). It also provides user permissions and strong encryption. However, Dialpad doesn't have multi-factor authentication and password rules like Google Voice does. Not to mention, Dialpad provides few software integrations unlike RingCentral, so it will take much tweaking for the system to adapt as your business grows. Save by comparing tailored quotes from top VoIP providers Do You Already Use a Business VoIP System? Yes No Just answer a few questions – it only takes a minute Dialpad's PricingIn our research, Dialpad, Vonage, and GoToConnect all ranked first out of five providers with a 4/5 score in pricing. Dialpad is relatively more expensive than Vonage and GoTo, but all three earned the same score. This is because Dialpad offers excellent value for your money with superior features at a reasonable price. Swipe right to see more 0 out of 0 backward forward Dialpad Standard Dialpad Pro Dialpad Enterprise Price $20/user/month Price $35/user/month Price Tailored Key Features Ring groupsCall recordingAnalyticsCall transcriptsSet up teams and departments Key Features Call queueRing groupsCall recordingAnalyticsCall transcriptsSet up teams and departments Key Features Call queueRing groupsCall recordingAnalyticsCall transcriptsSet up teams and departments100% uptime guarantee Dialpad's Standard plan is $20 per user, per month and includes advanced communication features, like conversational AI, virtual receptionist, and ring groups. You'll also get unlimited users, domestic calls, and number porting. Meanwhile, Vonage's Lite plan is at $15 per user, per month and GoTo’s Basic plan is at $17.95 per user per month. Like Dialpad, Vonage and GoTo provide the same user limit and number porting capability. However, Dialpad and GoTo both offer unlimited domestic minutes, while Vonage only offers unlimited domestic landline calls. Vonage also doesn't include fancy features, like a virtual receptionist and ring groups, Dialpad and GoTo offer. In the middle range, we have Dialpad's Pro plan at $35 per user, per month. For the added cost, you'll also get 24/7 support, a call queue and software integrations, including Salesforce, Zendesk, and Hubspot. Meanwhile, Vonage’s Smart plan will give you features like a customisable greeting, virtual receptionist, and ring groups at $30 per user, per month. You'll also get more software integrations for an additional cost. Likewise, GoTo’s Standard plan is $39.95 per user per month, including e-fax, analytics, and free international calls to more than 50 countries.Finally, at a tailored price, the Enterprise plan gives everything in the above plans, plus unlimited office locations, SSO integrations, and a 100% Uptime guarantee for enhanced phone system performance with no downtime. At the same time, Vonage's Best plan is at $40 per user, per month. This plan includes unlimited domestic calls and software integrations free of cost. Lastly, GoTo’s Premium plan is at $64.95 per user per month, which includes fancy features like call barge and call whisper. Save by comparing tailored quotes from top VoIP providers Do You Already Use a Business VoIP System? Yes No Just answer a few questions – it only takes a minute Dialpad's Standout FeaturesConversational AIDialpad's advanced deep learning and AI technology take your traditional chatbox up a notch. Dialpad's Conversational AI searches databases, FAQ pages, and unstructured resources (e.g., PDF documents and past customer conversations) to give your clients appropriate answers. It can also generate intricate dialogues and integrate rich media content into your website.Voice Intelligence (VI)Dialpad's Voice Intelligence (VI) features go beyond your traditional VoIP system. Its machine learning and artificial intelligence (AI) functionalities offer to transcribe and analyse your calls automatically. So, there's no need to jot down minutes when speaking with your team or clients; the live transcription feature will do all the note-taking for you, which you can send to all meeting participants. And, if you want something off the record, it's easy to switch this feature off.Real-Time Assist CardsDialpad's advanced Vi feature can detect trigger words from your conversation and automatically populates Real-Time Assist (RTA) cards. These RTA cards will give your call support and sales team customised tips to communicate effectively with your clients. These suggestions are tailored to your situational needs, helping you satisfy your client's needs. What Kind of Business is Dialpad Best For?Dialpad may not be as feature-packed as the other VoIP systems in our research, but there's one thing Dialpad does best: powerful software-driven communication. With innovative deep-learning and conversational AI capabilities, Dialpad is perfect for any organisation that embraces modern AI communication technology. It will thrive in businesses that value communication for a more collaborative work environment and high customer satisfaction. Equipped with reliable multi-language support, Dialpad will do well in organisations that outsource or have offices abroad. So, if your team is looking for a VoIP system that offers ground-breaking communication tools, Dialpad will undoubtedly impress you. Save by comparing tailored quotes from top VoIP providers Do You Already Use a Business VoIP System? Yes No Just answer a few questions – it only takes a minute How Does Dialpad Compare with Other Phone Systems?Let's take a deep dive and see how well Dialpad fares against four key competitors: 8×8, RingCentral, Vonage, and GoTo Connect.PlatformsDialpad8×8Ring CentralVonageGotoInbound & Outbound Communications Features4.44.54.03.93.4Pricing4.02.53.34.04.0External Connections +22.214.171.124.52.6Scalability126.96.36.199.54.4Customer Support4.55.05.03.43.41. Dialpad's Inbound and Outbound Communication FeaturesBoasting an impressive set of communication features, Dialpad ranked third out of five phone system providers with a 4.4/5 features score.You can enjoy multiple advanced inbound features across all pricing plans, including a virtual receptionist, voicemail-to-text, and ring groups. You will have to upgrade to either the Pro or Enterprise plan to gain the call queue functionality. Other than that, you can get the complete inbound communication feature pack with its Standard pricing plan. Not even 8×8, which got the highest features score, can offer a better features list for inbound communications.Dialpad also offers seamless outbound communication features, such as external video calling, custom call lists, and call conferencing. However, some features are missing. This is where 8×8 shines, earning a 4.5/5 features score. 8×8 offers advanced features, including a power dialer, predictive dialling, and auto dialling for its higher plans at an additional cost. That said, one unique thing about Dialpad is that its communication tools are enhanced by AI-based Voice Intelligence (VI), giving you more productive interactions with your team and clients. It has the best voice intelligence out of five business phone providers.2. Dialpad's Integrability and ScalabilityMinimal integrability and scalability are where Dialpad's rank takes a dip. For example, Dialpad only offers four ready-made software integrations, whereas RingCentral has up to 97 CRM integrations. RingCentral also offers various external live chat integrations, such as Whatsapp and Facebook, while Dialpad offers none. Moreover, Dialpad doesn't have analytics platforms, while RingCentral has 57. Since scalability factors include software integrations, Dialpad's capability to scale is compromised, too. 3. Dialpad's Customer Support ChannelsDialpad's customer support ranks second among five business phone system brands in Australia. That's because of various customer channels, including user forums, knowledge base articles, and live chat across all plans, so you can easily find answers to your phone system questions. You'll also get a phone line and 24/7 support when you avail its Pro or Enterprise plans. However, RingCentral and 8×8's customer service tied in the first rank because they offer 24/7 live support across all pricing plans. Does Dialpad Have Good Customer Reviews?To back up our research, we look at reviews from real-life users of the product. With an accumulated customer review score of 4.4/5 from G2, Capterra, Trustpilot, and TrustRadius, we know how the positives outweigh the negatives. The negatives we did see mostly revolved around technical glitches where some features failed. But most reviews are promising and make you look forward to what Dialpad has in store for your business. Customer review Thank you for the great support related to DialPad admin roles.”Thank you for the great support; DialPad has so many features which can make it a bit easy to get overwhelmed if you are not sure where to access things. However, their support has been top-notch when I have gone through the chat. You do need to work through the “virtual bot” first, to see if you can find your answer, but when that doesn't answer your question it quickly sends you to a live agent on chat. Thank you!” (sic) Ashley, Dialpad user - September 13, 2022 Customer review “Dialpad customer support is wonderful.Dialpad customer support is wonderful! I've spoken with three separate agents and they were all super helpful and knowledgeable and walked me through exactly what I needed! I'd recommend Dialpad solely based on their support team – but their service is great too, so bonus all around!” (sic) M Latham, Dialpad user - September 20, 2022 Customer review “Dialpad was our solution!”When we started our office softphone journey, we researched many of the current providers in the space. Dialpad stood out amongst the competition. The ease-of-use for in-office and field employees is outstanding. You don't have to be tech-savvy or have an IT Department to run such a complex system. Dialpad makes this process essentially plug & play. Training our staff was fairly simple and our customer communication has improved 100-fold! Highly recommended.” (sic) John, Dialpad user - September 01, 2022 VerdictWe recommend Dialpad as a cost-effective VoIP that provides sufficient tools to cater to your organisation's day-to-day communication needs. It offers AI-driven features, such as real-time call transcripts, analytics, assist cards, and custom-call routing.However, Dialpad lacks ready-made integrations. So if you're looking to streamline your communication with other apps and software, you should consider other phone system options. For example, RingCentral scored the highest on our external connections rate because of its 97 CRM and 58 analytics platform integrations. It will be easy to integrate your business software into its system.That said, Dialpad shines when it comes to communication features, mainly with its AI Voice intelligence (Vi). With natural language processing (NLP) and machine learning features, its cutting-edge conversational AI is undoubtedly unique and the best among the other 11 competitors.If you're still unsure about which business phone system to choose for your team, our free quote-comparison tool will give you tailored recommendations and quotes to help you make a decision. All you have to do is answer a quick survey to help us match you up with the right provider. It's that quick and easy! Save by comparing tailored quotes from top VoIP providers Do You Already Use a Business VoIP System? Yes No Just answer a few questions – it only takes a minute Written by: Claude Quiba Content Writer If you want insights into the best phone systems for your business, Claude Quiba will give you the lowdown on the latest in the industry. She’s also a dreamer, a writer, and an autism advocate. Talk to her about art, coffee, or anything under the sun. But mostly, she’s your go-to person when it comes to finding the best solutions for your team. Reviewed by: James Macey Senior Business Software Researcher James thinks all businesses can improve if they use the right technology. At Expert Market, he utilises his 4+ years experience as a researcher to offer specialised advice on a wide range of categories from CRM to Fleet Management.