Written by Claude Quiba Reviewed by James Macey Updated on 11 February 2023 On this page Dialpad's pros and cons Dialpad's pricing Standout features What kind of business is it best for? How does Dialpad compare with other VoIP systems? Does it have good customer reviews? Verdict Expand Our site is reader-supported – by clicking our links, we can match you with a potential supplier, and we may earn a small commission for this referral. Our researchers analysed eight 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. Swipe right to see more 0 out of 0 backward forward 3.8 Best For Conversational AI Pricing From £12/user/month Dialpad's Pros and Cons Pros 24/7 Reliable Customer Service Impressive List of Features Cons Limited External Connections Low scalability ✓ 24/7 Reliable Customer ServiceDialpad comes in second out of eight 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 base 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 4.2/5 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 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 4.6/5. ✓ 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. Get fast and customised quotes for your business with our free quote comparison tool Looking for a business telephone system? Yes No Answer a few questions about your business - it only takes a minute ✘ 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 are 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 seven providers, Dialpad only takes fifth 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 UK’s data protection act and the UN’s data protection and privacy legislation. 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. Dialpad's Pricing Swipe right to see more 0 out of 0 backward forward Dialpad Standard Dialpad Pro Dialpad Enterprise Price £12/user/month Price £20/user/month Price Bespoke Features Ring groupsCall recordingAnalyticsCall transcriptsSet up teams and departments Features Call queueRing groupsCall recordingAnalyticsCall transcriptsSet up teams and departments Features Call queueRing groupsCall recordingAnalyticsCall transcriptsSet up teams and departments100% uptime guarantee In our research, Dialpad scores 4/5 and ranks third in pricing, trailing behind GoTo (4.5/5), Vonage and bOnline (both scoring 4.3/5).This is because Dialpad offers excellent value for your money with superior features at a reasonable price.Dialpad’s Standard plan is £12 per user, per month, which already offers a generous list of inbound and outbound features, enhanced by conversational AI. Plus, you’ll get unlimited users, unlimited inbound and outbound domestic calls, and number porting. Meanwhile, our research found Goto Connect ranked first with an excellent pricing score of 4.5/5. For their cheapest plan (Basic plan), you’ll get unlimited users, unlimited domestic minutes, and a pack of advanced features (e.g., call queue, ring groups, and call flip) for just £8.95 per user per month. In the middle range, we have Dialpad’s Pro plan at £20 per user per month. For the added cost, you'll also get 24/7 support, a call queue, local numbers in more than 50 countries, and software integrations, including CRM, Helpdesk, API, email, and workspace integrations. On the other hand, we have GoTo’s Standard plan. At £18.95 per user per month, you’ll get access to more functionalities, such as e-fax, call recording, and call analytics or reporting. What’s more, you’ll also get free international minutes for more than 50 countries. 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. Meanwhile, GoTo’s Premium plan upgrades your technology with features like call barge, call whisper, and call monitoring, which makes supervising calls a lot easier. Other competitors that offer better value for your money are Vonage and bOnline, with both scoring 4.3/5 and tying in second place. Vonage’s Select plan is priced a little over GoTo’s cheapest plan, with £9.00 per user per month. All the same, bOnline offers the most affordable pricing plan (Pay as you go plan) at £6 per user per month, paid annually. Find the best business phone system for your team with our free quote-comparison tool Do you need a business telephone system? Yes No Answer a few questions about your business - 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 business 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. How Does Dialpad Compare with Other Phone Systems?Let's take a deep dive and see how well Dialpad fares against seven key competitors: 8×8, RingCentral, Vonage, GoTo Connect, bOnline, Dialpad, Nuacom, and Google Voice.PlatformsDialpad8×8Ring CentralVonageGoto ConnectbOnlineNuacomGoogle VoiceInbound & Outbound Communications Features18.104.22.168.03.73.53.22.6Pricing4.02.52.34.22.214.171.124.0External Connections +126.96.36.199.188.8.131.52.8Scalability184.108.40.206.220.127.116.11.9Customer Support4.55.05.04.03.43.03.53.11. Dialpad's Inbound and Outbound Communication FeaturesBoasting an impressive set of communication features, Dialpad ranked third out of eight 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 the eight 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 scores 4.5/5 and ranks second among eight business phone system brands in the UK. That's because of the various customer channels, including user forums, knowledge base articles, and live chat across all plans, helping you 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. Get fast and customised quotes for your business with our free quote comparison tool Looking for a business telephone system? Yes No Answer a few questions about your business - it only takes a minute 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. Amazing experience with the team and easy app Getting everything set up was clear and simple, their in-app onboarding allowed us to configure Dialpad and its integrations to our liking without much help.However, when we needed assistance the team gave prompt and efficient support.We switched from Vonage to Dialpad and the experience was inconceivably better, both with the sales/support team and app UX.The company is growing fast and I see why – highly recommended for those looking for a communications solution. (sic) Minh Saggers, Dialpad user - November 30, 2022 Dialpad is an excellent VOIP provider… Dialpad is an excellent VOIP provider and it has improved our sales operation's efficiency and productivity. Onboarding was relatively simple and the interface is logical and easy to use for staff of all proficiencies. The mobile app is excellent and works perfectly alongside the Windows app. The only negative points for us were issues with billing in the first 6 months, related to the custom package which we were sold and Dialpad's initial inability to bill correctly, and the imperfect Salesforce CTI which still has some limitations which our team have to work around. Overall I would not hesitate to recommend Dialpad. (sic) James, Dialpad user - August 25, 2022 Dialpad has been pivotal in growing and expanding our business The call recording is particularly useful in ensuring that we get bona fide enquiries from genuine clients. The professionalism of the phone calls and customer service have improved after implementing DialPad's call recording. Likewise, the ability to capture contact details of inbound phone calls and transfer these directly to our CRM to maintain and improve relationships with clients has been invaluable to drive business growth. (sic) David H., Dialpad user - Jul 30, 2022 Verdict We 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 seven 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! Find the best business phone system for your team with our free quote-comparison tool Do you need a business telephone system? Yes No Answer a few questions about your business - 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.