Dialpad Review for 2024 – Is Dialpad Worth it?

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Our Verdict

Dialpad is great for small businesses and those with a global presence

Dialpad is easily one of the cheapest VoIP services, which is partly what aids its high reputation. Another reason is that despite the low cost, it packs a serious punch in terms of features.

AI is one key USP — things like customer and sales center features like AI customer satisfaction scoring, but Dialpad also takes security very seriously and offers solid customer support.

We also recommend it if your business has a global presence. You can set up unlimited office locations and take advantage of global SMS capabilities.

Cheap. Great features and support. However, it has a slight learning curve, and some features are reserved as add-ons, so costs can add up.

Pros

  • Modern interface
  • Offers built-in AI and automation features
  • Boasts AI customer center and sales agent support
  • Free 14-day trial

Cons

  • Some AI features are add-ons
  • There's a slight learning curve

This Dialpad review covers everything you’d need to know about this incredibly popular VoIP service — its pricing plans, key features, the main Dialpad pros and cons, its security, and how it compares against leading rivals like Ooma and Vonage. This review will help you decide whether the platform is a good fit for your specific needs and, importantly, your budget.

How Does Dialpad Work?

Dialpad works like all the leading VoIP services—letting you place and receive work calls from anywhere and on any device, as long as you’re connected to the internet.

That said, it’s a UCaaS platform, so it does far more than this. It combines voice and video calling with SMS, internet faxing, team collaboration, and even AI capabilities, providing businesses with an all-in-one communication solution.

Dialpad Pricing

Here’s a quick overview of the plans on offer with Dialpad:

Standard Pro Enterprise AI Meetings AI Contact Center AI Sales Center
Starting Price $15/user/month $25/user/month Custom $15/user/month $115/user/month $95/user/month
Unlimited Calling
SMS, MMS, and team messaging
International Calling
Unlimited Meetings
AI Voicemail Transcription
Global SMS
AI-Support Monitor, Whisper, Barge
AI-Enabled Sales Outreach
Standard — $15/user/m

Dialpad’s Standard communication plan includes all the basic features businesses need. However, bigger companies or those scaling may find this plan limited.

For $15, this plan is cheaper than those offered by other top VoIP providers, like Ooma, whose basic plan costs $19.95. However, there are even cheaper options, like Google Voice, which costs $10.

It all depends on your specific needs. With this plan, the biggest standout is that you get unlimited calling and video meetings. Beyond this, you’ll also get:

  • AI-powered call and voicemail transcriptions
  • Google Workspace and Microsoft 365 integrations
  • Real-time analytics and reporting
  • Support via web and chat channels

Unlike with most VoIP services, we were impressed to see the level of AI included in a VoIP starter plan like this, especially considering the price point.

Pro — $25/user/m

The Pro Dialpad plan includes all the features of the Standard plan, plus 24/7 live agent support, open APIs, and webhooks. You also get more integration support, including for:

  • Salesforce
  • Zendesk
  • HubSpot
  • Zoho
  • Microsoft Teams

Beyond this, businesses can set up 10 office locations, which is handy for businesses with a presence in different regions. This plan also offers global SMS and 25 ring groups.

Enterprise — Custom

Those interested in Dialpad’s advanced VoIP communications features can contact Dialpad support for a quote. This plan, of course, includes everything you get from the other plans.

That said, this plan also guarantees 100% uptime and access to all the integrations. This includes SSO providers like Okta and OneLogin, which certainly add a strong layer of security.

The Enterprise plan has unlimited office locations and unlimited ring groups or departments. Plus, you’ll have priority omnichannel support.

AI Meetings — $15/user/m

Dialpad has rapidly capitalized on the generative AI revolution. Its AI plans – while having a separate and sometimes expensive cost – offer cutting-edge AI VoIP solutions.

This plan includes AI-VoIP features like advanced collaboration with built-in artificial intelligence-driven meetings for larger teams. This add-on is available on all 3 business VoIP plans.

AI Contact Center — $115/user/month

This, too, is available for add-on with all three business VoIP plans. It’s expensive because it includes call recording, Monitor, Whisper, and Barge for live agent call support, amongst loads more.

You also get omnichannel support and a digital virtual assistant to help route calls, for example. It’s a leading call center solution for those after streamlined customer communication management.

AI Sales Center — $95/user/month

This plan offers AI-enabled sales outreach technology alongside any of the business VoIP plans. You get an IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and ample more.

You get some features you’ll find in the previous plan, too. Including Monitor, Whisper, and Barge, which are great for managers looking to advise agents live on a call without the customer knowing.

Beyond this, you also get AI customer satisfaction scoring, a digital virtual assistant, and call recording alongside omnichannel support.

Dialpad Features

When we carried out our review of Dialpad’s phone service, we were impressed with the features on offer and, overall, how well it worked. With so many helpful features, we’ve decided to outline just the core ones here:

AI Voice IntelligenceCloud VoIP DashboardsAI Voicemail ManagementThe Dialpad AppDialpad AI MeetingsAI Contact Center

AI Voice Intelligence

We’ve tested many business and residential VoIP services to know that Dialpad’s AI capabilities are nothing short of impressive. It’s built into every aspect of its operations.

For example, traditional features like voice, video calling, and SMS/MMS all have machine learning and AI-powered features like call routing and forwarding, real-time transcripts, and an IVR.

Cloud VoIP Dashboards

In our review of Dialpad, we found it offers extensive analytics with the dashboards — which, as you’d expect, integrate innovative AI components.

We found the interface easy to use and customize. It allows an excellent overview of our data and reports, which is useful for managing operations and performance and identifying challenges.

You can expect to see real-time transcripts and insights, speech analytics (to better understand customer conversations), and call analytics, including inbound, missed voice calls, and similar.

Beyond this, you’ll get reporting on customer satisfaction scores, and AI sales and customer center data. Overall, we found Dialpad’s reporting to be on par and, in some instances, above its competition.

AI Voicemail Management

This is another standout we noted in our Dialpad review. It offers real-time voicemail transcriptions, a management console for admins, and the ability for employees to access messages from anywhere.

We were particularly impressed with how specific agents can be assigned to voicemails, ensuring the right person returns the call. With AI voicemail, you can also leave notes on calls.

This is a must-have for sales and support teams, as it ensures agents are aware of all prior communications with any leads or customers to help better serve their needs or queries.

The Dialpad App

With hybrid and remote working becoming the norm, VoIP apps for desktops and mobile devices are essential to ensure employers and employees have access regardless of their location.

Often other apps are restricted to basic functionality, like managing business calls and hosting team meetings. Dialpad’s desktop and mobile apps provide this alongside analytics and access to other central consoles.

You’ll also have SMS, MMS, and other collaboration features — on the Windows app, iOS, Android, and Mac versions.

Dialpad AI Meetings

With AI Meetings, you get features like team connections, transcripts, and automatic meeting summaries. AI or not, we’ve found that these are usually offered by most leading VoIP providers.

That said, it’s still worth mentioning that with Dialpad meetings, you’ll enjoy HD voice calling, a specialized conference call app, and even screen-sharing capabilities.

All Dialpad plans include industry-standard encryption and unlimited web conferencing. In fact, there’s even legal conferencing for companies that need to ensure data compliance.

AI Contact Center

While Dialpad’s AI Contact Center is sold separately, it will certainly offer businesses a competitive advantage. For starters, it offers automatic call distribution and omnichannel management.

This means you can stay on top of your contact center’s activity no matter the format—calls, video meetings, emails, chats, or SMS. Real-time assist, AI, and machine learning technology are also used.

Although this isn’t unique to Dialpad, most offer it exclusively through integrations, not as a native feature. Dialpad’s AI Contact Center add-on also includes:

  • Voicemail drop
  • Call queue to organize and distribute incoming calls
  • Compliant call recording
  • CRM integrations
  • Call center recording and secure screenshots

Finally, it’s worth mentioning the AI Contact Center analytics. This dashboard automatically stores all customer or sales center data, including call volume, missed calls, and call duration.

Dialpad Integrations

Dialpad supports a wide range of third-party integrations. However, integrations vary depending on the plan, so be sure to check this before committing. Here are the key ones you’ll find:

  • Salesforce
  • Zendesk
  • OKTA
  • Google Workspace
  • OneLogin
  • Microsoft Azure
  • Office 365
  • Slack
  • Dynamics 365
  • HubSpot
  • Pipedrive
  • Microsoft Teams
  • Zoom
  • Amazon Alexa

While this appears to be extensive, it’s not unique — as we found in our Nextiva review, for example, others also offer a great number of integrations. But that’s not to say it’s not good enough.

Platforms like Ooma or Verizon have fewer third-party integrations, and some complain that some are hard to set up. We didn’t have these issues, and we found that Dialpad offers handy guides for this.

One problem is that Dialpad restricts some integrations to the higher-end Enterprise plan. This includes single sign-on services such as Okta, OneLogin, and Microsoft Azure, plus tools CRM integrations for Salesforce, HubSpot, and Zoho.

Is Dialpad Safe?

Dialpad has been around since 2011 and is known as a trustworthy leader in the space. At the time of our review of Dialpad’s business phone system, there have been no incidents of security, data, or compliance breaches.

We were impressed to see a wide range of compliance certificates and to know that all the security comes built-in. Here’s a closer look at how Dialpad protects its users:

Data PrivacyCall SecurityCompliance and ProtocolsSecurity AuditsOther Security Features

Data Privacy

Dialpad offers Electronic Data Processing Agreements to help businesses meet data privacy requirements across Europe, the US, or other regions. Higher plan customers can also set retention policies to remove, archive, or anonymize data on a custom time interval.

Call Security

There’s WebRTC technology call protection alongside the secure Real-Time Transport Protocol for encryption and authentication. Dialpad AI’s PII Redaction feature also automatically identifies and protects sensitive information in call transcripts.

Compliance and Protocols

Dialpad offers native authentication and authorization mechanisms through verified protocols, such as OAuth, for secure integrations. It’s also fully HIPAA compliant, and there are features like retention policies and data subject access requests to ensure companies comply with GDPR regulations.

Security Audits

Dialpad conducts penetration tests every quarter through an independent third-party organization. Dialpad’s incident response plan also follows NIST Guidelines.

Beyond all this, Dialpad deploys security scanners and checks in continuous integration pipelines to ensure that common web application attacks are mitigated before new releases.

Other Security Features

To top it all off, Dialpad also offers spam prevention and stores all your customer data in the US via the secure Google Cloud Platform (GCP). Your data is backed up daily; however, for added security, transient customer data is held for longer than 72 hours.

Dialpad Customer Reviews

For our Dialpad review, we also took into account user feedback from those who chose Dialpad — looking at sites like Trustpilot. Here’s what we found users love Dialpad for the most:

  • Outstanding customer service team
  • Excellent sales guidance
  • AI Meetings offers a phenomenal user experience

Dialpad has a 4.4-star rating (out of 5) on Trustpilot, with 78% of customers giving 5 stars. Similarly, Dialpad is rated 4.2 out of 5 on GetApp.

Here, Dialpad reviews highlight how feature-rich it is and boast about its AI capabilities. Beyond this, call quality, streamlined workflows, and valuable analytical tools make it a winner for many.

Finally, Gartner Dialpad reviews total 4.5 stars, again with users praising the platform for its intuitive UI, support, and AI features.

Overall, Dialpad’s business phone system holds a solid reputation for being among the top unified communications solutions. The only complaints we could find were related to the technical challenges of using some of the advanced features.

How to Use Dialpad — A Quick Guide

  1. Step 1 - Sign Up

    To get started, you’ll want to sign up, choose a subscription, and create a Dialpad account.
  2. Step 2 - Making Calls

    On the mobile or desktop app, simply click ‘Make a Call’. You can also change devices mid-call without the call dropping by clicking on ‘Switch to this Device’
    <strong>Step 2 - Making Calls</strong>
  3. Step 3 - Use AI on Calls

    Dialpad’s artificial intelligence capabilities are astounding. You can activate this in your settings or while you’re on a call to get live voice transcription and a summary of your call.
    <strong>Step 3 - Use AI on Calls</strong>
  4. Step 4 - Video Conferencing

    To start a video call, click the video icon on the app. Simply add the number or name of the person you want to video call—they don’t need the app or a PIN; all they need to do is click on the link to join. You can get a random meeting link generated, or you can create a unique one.
    <strong>Step 4 - Video Conferencing</strong>
  5. Step 5 - Messaging

    With Dialpad’s business phone system, you get instant messaging as well as SMS and MMS. To send a message, click on the Messaging icon on the app. As with video conferencing, insert a number or select the name of the person. You can also set up group or team channels.
    <strong>Step 5 - Messaging</strong>
Methodology

How We Review And Test VoIP Services

We base our recommendations on first-hand testing. All the VoIP products we feature, have been tested based on the following criteria:

  • Features: We explore the platform’s general call and video conferencing capabilities and unique features like automation, call queuing, call recording, and IVR features.
  • Integrations: We assess whether it offers integration support for popular business apps such as CRMs, project management platforms, helpdesk software, and others.
  • Reliability: We test the call quality on offer with the VoIP platform, and we only include services that offer an uptime guarantee of close to 100%.
  • Security and Compliance: We check whether the platform offers industry-standard encryption, access controls, compliance with regulations like GDPR, and firewalls.
  • Numbers: We factor in whether the platform offers a variety of number options like local, toll-free, international, and vanity numbers.
  • Ease of Use: We test the VoIP service on its available platforms to ensure we can give accurate insight into its usability.
  • Value for Money: After our hands-on testing, we’re able to better analyze whether the price point is fair to offer insight into the feature-to-price value on offer.
  • Reviews and Reputation: Beyond our hands-on testing, we explore third-party reviews to see if we need to investigate certain aspects of the VoIP service further. This combined allows us to offer a good overview of what our readers can expect from the platform.

What is Dialpad Good for?

Dialpad offers comprehensive features and is easily among the best VoIPs for SMBs looking for a cost-effective VoIP service. With its AI-driven features, these businesses stand to do more with less.

However, some features have a steep learning curve. If you’re after the basics, we suggest considering the top Dialpad alternatives, like Ooma. That said, for small and mid-sized businesses, we highly recommend making use of the 14-day trial.

Dialpad vs Top Competitors

Whether Dialpad is for you depends on your particular needs. Before you decide, here’s an overview of how it compares against the market’s top Dialpad alternatives:

Dialpad Ooma Vonage Nextiva Phone.com
Best For Small businesses and AI capabilities Those on a budget Residential and SMBs Hybrid teams, advanced features Basic VoIP functionality at a low price
Starting Price $15/user/month $19.99/user/month $29.99/user/month $24.95/user/month $9.95/user/month
Free Version 14-day trial 30-day trial 30-day trial 30-day trial 30-day trial
Mobile App Yes, feature-rich Yes, basic features Yes, basic features Yes, feature-rich Yes, basic features
Top Features AI-powered voicemail, live call listening, unlimited calling Unlimited calls within the US/Canada, powerful automation, call blocking Unlimited calls within the US/Canada, call recording, voicemail transcripts Advanced call routing, video conferencing, free number porting Call forwarding and recording, voice tagging, personalized call messages

Dialpad vs RingCentral

Both platforms cater to different needs. Dialpad shines with its AI business phone system features and analytics, perfect for sales and customer support agents seeking insight.

On the other hand, RingCentral boasts a broader offering, including advanced video conferencing and integrations with productivity apps, which makes it better for team collaboration and workflow.

Dialpad is slightly cheaper, though, as RingCentral is generally considered better for larger teams. For more details on this popular Dialpad alternative, here’s our full RingCentral review.

Dialpad vs Google Voice

Google Voice simply can’t compete with Dialpad when it comes to professional features like call recording, auto-attendants, and advanced AI features and analytics for detailed call data.

While Google Voice is free for personal use, Dialpad’s paid plans offer tons of features for businesses. That said, if you’re a startup or solopreneur, Google Voice can be a good option.

Both offer an excellent range of integrations, too. If this sounds like a better fit, then we recommend reading our in-depth Google Voice review.

Dialpad vs Grasshopper

Both can cater to solopreneurs and small teams, but Dialpad is simply more advanced. It offers integrations with CRM and collaboration tools, which are useful for growing businesses.

However, Grasshopper focuses on virtual phone numbers and basic VoIP call management, making it simpler to use and it’s slightly cheaper. We’d recommend it if you’re after a no-frills solution.

That said, overall, despite being a bit more expensive, choosing Dialpad is recommended if you’re looking to scale your communication tools alongside your growing business on a budget.

Learn more with our full Grasshopper review.

How to Choose the Best VoIP Provider

You now have all the information you should need on Dialpad, but to help ensure you’re making the best decision for your business, here are some key factors to keep in mind when deciding:

PricingFeaturesScalabilityEase of UseIntegrationsCustomer SupportUptime

Pricing

Are there per-user fees, tiered plans, or pay-as-you-go options? Check whether there are any free trials or introductory discounts. You’ll also want to be aware of any hidden charges for international calls, toll-free numbers, or additional features.

Features

You’ll want to look for all the basic VoIP features, including call routing,  recording, auto-attendants, voice transcription, and call tracking. You may also want sales enablement features such as the Dialpad AI capabilities. Be sure to check whether the features you need are available on the plan you can afford.

Scalability

If you’re thinking about scaling up or down, make sure the platform can do so seamlessly in just a couple of clicks. For this, you’ll want to look at the limitations of the plans on offer and factor in the price to scale.

Ease of Use

Having the latest technology is no good if the user interface isn’t easy to navigate. To determine whether your team would thrive with the tool, be sure to take advantage of any free trials, plans, or money-back guarantees.

Integrations

Ask your IT team which CRM, workspace, calendar, or collaboration tools your company is already using, and make sure your new VoIP offers these integrations. Some are often only available on higher-tier plans.

Customer Support

Good customer support is vital, regardless of the size of your business. Make sure omnichannel support is available, including live chat, phone support, or email. Also be sure to note the business hours of when the support team will be active.

Uptime

Check the provider’s service level agreement (SLA) to ensure minimal downtime. Every 9 in, say, 99.999% uptime translates to minutes of downtime every year. You want to ensure the business service you choose offers uptime as close to 100% as possible for maximum productivity.

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Ray Fernandez
Senior Technology Journalist
Ray Fernandez
Senior Technology Journalist

Ray is an independent journalist with 15 years of experience, focusing on the intersection of technology with various aspects of life and society. He joined Techopedia in 2023 after publishing in numerous media, including Microsoft, TechRepublic, Moonlock, Hackermoon, VentureBeat, Entrepreneur, and ServerWatch. He holds a degree in Journalism from Oxford Distance Learning, and two specializations from FUNIBER in Environmental Science and Oceanography. When Ray is not working, you can find him making music, playing sports, and traveling with his wife and three kids.