Written by Claude Quiba Reviewed by James Macey Updated on June 15, 2023 On this page Dialpad’s Introduction Dialpad’s Expert Rating 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? Our Methodology Verdict FAQs Expand Dialpad's conversational AI tools are one of its top features and with AI technology on the rise, it's no surprise that its been adopted by VoIP providers.Enhanced with natural language processing (NLP) and machine learning features, your phone system will be smart enough to analyze your conversations and help you get better engagements with your team and clients.If you're on the hunt for 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 4.1 Best For Conversational AI Price $15 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 12 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 our 8×8 review. 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 4.2/5 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 localized 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 organization 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. If you want to explore automation further, check out our guide to the best automated phone systems. 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 a perfect features score of 5/5.✓ Stellar Customer ReviewsWith an overall score of 4.4/5 across G2, Capterra, Trustpilot, and TrustRadius, 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, which helps you communicate with your team on the go.However, Dialpad still offers fewer ready-made software integration 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-howIf you want more comprehensive software integrations, RingCentral has the highest external connections score of 4.3/5. 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 twelve 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 Zoom Phone 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 security-compliant certificates and provides user permissions and strong encryption. However, Dialpad provides few software integrations unlike RingCentral, so it will take much tweaking for the system to adapt as your business grows. ▶ Read more: The 10 Best Small Business Phone Systems in 2023 Dialpad's Pricing Swipe right to see more 0 out of 0 backward forward Dialpad Standard Dialpad Pro Dialpad Enterprise Price $15/user/month Price $25/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 In our research, Dialpad ties up with Google Voice in fourth place. This is because Dialpad offers excellent value for your money with superior features at a reasonable price.Dialpad's Standard plan is $15 per user, per month and includes communication features, like conversational AI. Plus, you'll get unlimited user limits, unlimited inbound and outbound domestic calls, and number porting. Meanwhile, our research found Zoom Phone ranked 1st with a perfect pricing score of 5/5. For their cheapest plan, you'll get unlimited user limit, unlimited domestic inbound calls, and a pack of advanced features (e.g., call queue, call barge, and call whisper) for just $10 per user per month. That's the most affordable plan rate we have!In the middle range, we have Dialpad's Pro plan at $25 per user per month. For the added cost, you'll also get 24/7 support, a call queue, local numbers in 50+ countries, and software integrations, including CRM, Helpdesk, API, email, and workspace integrations. On the other hand, we have Zoom Phone's Unlimited plan. At $15 per user per month, you'll get unlimited outbound calls, and Salesforce and Zendesk integrations. Plus, you'll get Team, Zoom, Outlook, Gmail, and SSO integrations.Finally, at a tailored price, the Enterprise plan gives everything in the above, plus unlimited office locations, SSO integrations, and a 100% Uptime guarantee for enhanced phone system performance with no downtime. Zoom Phone's Select plan will also add unlimited inbound minutes to more than 40 countries.Other competitors that offer better value for your money include Net2Phone US in 2nd place with a 4.5/5 pricing score. Net2Phone is in the middle pricing range, starting at $22.99 per user per month. But the reason why it ranks higher than cheaper brands is that it offers unlimited user limits, unlimited domestic calls, and free international calls across more than 40 countries. Goto Connect comes in at 3rd, starting at $27 per user per month, with a 4.3 /5 pricing score due to its high security and scalability functions. Get fast and customized quotes for your business with our free quote comparison tool Looking for a Business VoIP System? Yes No Dialpad's Standout FeaturesDialpad scores well for its features with a 4.4/5, here are its best features according to our research:Conversational 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 analyze 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 customized tips to communicate effectively with your clients. These suggestions are tailored to your situational needs, helping you satisfy your clients' needs. What's new for Dialpad in June 2023? Dialpad have introduced a new setting that allows agents to be called first before connecting with a customer that has requested a callback. When the call comes through, Agents will be informed that this is a callback request so they can take the call in a more efficient manner. 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 organization 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 organizations 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.If you want to compare Dialpad to other providers, you can take a look at our guide to the best enterprise phone systems. How Does Dialpad Compare with Other Phone Systems?Let's take a deep dive and see how well Dialpad fares against its 11 competitors: 8×8, RingCentral, Vonage, Zoom Phone, Ooma, Nextiva, Go To Connect, Net2Phone US, Nuacom, and Google Voice.PlatformsDialpad8×8Ring CentralVonageZoom PhoneOomaNextivaGoto ConnectN2P USNuacomGoogle VoiceInbound & Outbound Communications Features18.104.22.168.54.04.13.93.22.214.171.124Pricing126.96.36.199.03.53.84.34.53.54.0External Connections + Scalability188.8.131.52.184.108.40.206.220.127.116.11Customer Support4.5518.104.22.168.22.214.171.124.11. Dialpad's Inbound and Outbound Communication FeaturesBoasting an impressive set of inbound and outbound communication features, Dialpad ranked third out of 12 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, SMS/chat, custom call lists, and call conferencing. However, some features are missing. This is where 8×8 shines, earning a 4.8 /5 features score. 8×8 offers advanced features, including power dialer, predictive dialing, and auto dialing 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 12 business phone providers.2. Dialpad's Integrability and ScalabilityMinimal integrability and scalability is 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 twelve business phone system brands in the US. 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. Find the best business phone system for your team with our free quote-comparison tool Do You Need a Business VoIP System? Yes No 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. 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 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 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 Grayhawk Remodelling, LLC - September 01, 2022 Our MethodologyOur in-house research team explored 11 phone systems to find the best on the market. All 11 providers were taken through rigorous hands-on testing and scored against 7 research areas.These research areas included:Features: we looked at the number and quality of inbound and out communication features, management features, and conversation featuresExternal connections: this area scores a provider on how well it integrates hardware such as a mobile app and third-party software.Support and security: we evaluated the customer support features offered like 24/7 live support and the provider's uptime guarantee as well as its security options.Cost factors: we looked at each provider's starting price, user limit, and any inclusive inbound or outbound minutes.Each provider was given a score in each research area which was combined to provide them with an overall score so we could accurately rank them. Verdict We recommend Dialpad as a cost-effective VoIP that provides sufficient tools to cater to your organization'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! FAQs What features does Dialpad offer? Dialpad offers inbound communication features like voicemail, customisable greetings, and a virtual receptionist. It also offers outbound communication features like custom call lists and call conferencing. Can Dialpad be used for both voice calls and video conferencing? Yes, Dialpad has the capabilities for both voice calls and video conferencing. Is Dialpad suitable for small businesses or is it more geared toward larger enterprises? Yes, Dialpad is suitable for small businesses as it's affordable and offers AI capabilities. Larger enterprises may struggle with this system as it lacks features such as predictive dialing and call queues. Are there any contracts or long-term commitments required to use Dialpad? You can either opt for a monthly or annual contract. The annual contract is cheaper than paying monthly. For the standard package, it costs $15 per month when billed annually and $23 when billed monthly. Can I try Dialpad before committing to a paid plan? Yes, you can try Dialpad for free for 14 days. How safe is Dialpad? Dialpad has compliance certifications including HIPAA, however it doesn't offer multi-factor authentication or passport rules. This makes it less safe compared to other providers which offer more security features. 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.