Dialpad Review for 2024 – Is Dialpad Worth It?

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 AI 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, as you can set up unlimited office locations and you get global SMS.

Cheap. Great features and support. But it has a slight learning curve, and some functionality is reserved for 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

In this Dialpad review, we go over a mammoth in the VoIP industry. Founded in 2011, it’s had a long-running in the UCaaS field, but that doesn’t mean it’s the best option for everyone. In this review, we run over its strengths and weaknesses and how we found it compared to other top VoIP services to help you decide if it’s the best one for you.

Dialpad Pricing

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

Business VoIP
Standard
Business VoIP
Pro
Business VoIP
Enterprise
AI Meetings Business AI Contact Center AI Sales Center
Starting Price $15/user/month $25/user/month Request quote $15/user/month $80/user/month $60/user/month
Unlimited Calling
SMS, MMS, and team messaging
International Calling
Unlimited AI Meetings (10 Participants)
AI-Powered Call & Voicemail Transcripts
Google Workspace & Microsoft 365 integrations
Global SMS Capabilities
Local Number Support in 70+ Countries Depends on the VoIP plan in use Same as AI Meetings Same as AI Meetings
Priority Live Agent Support Depends on the VoIP plan in use Same as AI Meetings Same as AI Meetings
Instant Join on Desktop or Mobile Browser (No Downloads)
AI-Support Monitor, Whisper, Barge
AI-Enabled Sales Outreach
Business VoIP Standard Plan — $15/user/m

Business VoIP Standard Plan

Dialpad’s Standard communication plan includes all the basic features businesses would 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 AI 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 when you consider the price point.

Business VoIP Pro Plan — $25/user/m

Business VoIP Pro Plan

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 that have a presence in different regions. To top it off, this plan also offers global SMS and 25 ring groups.

Business VoIP Enterprise Plan — Custom

Business VoIP Enterprise Plan

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 — $20/user/m

AI Meetings

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 AI meetings for larger teams. This add-on is available on all 3 business VoIP plans.

AI Contact Center — $80-150/user/month

AI Contact Center

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 — $60/user/month

AI Sales Center

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 Dialpad review, we were impressed with the features on offer and, overall, how well it worked. Here’s a closer look at the key features you should before deciding if it’s for you.

AI Voice

Dialpad AI Voice real-time transcription

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, and SMS/MMA all have machine learning and AI-powered features like call routing and forwarding, real-time transcripts, and an IVR.

Cloud VoIP Dashboards

Dialpad AI Contact Center dashboard

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, allowing an excellent overview of our data and reports. This 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 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

Dialpad AI visual voicemail feature

This is another standout we noted in our Dialpad review. It offers real-time voicemail transcriptions and a management console for admins, and it allows 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

Dialpad Android App

With hybrid and remote working becoming the norm, VoIP apps are essential to ensure employers and employees have access, no matter their location.

Often VoIP apps are restricted to basic functionality, like handling calls and hosting team meetings. Dialpad’s app provides 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.

AI Meetings

Dialpad AI Meetings video call

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.

You also get industry-standard encryption and unlimited web conferencing on all of Dialpad’s plans. In fact, there’s even legal conferencing for companies that need to ensure data compliance.

AI Contact Center

Dialpad AI agent-assist and transcription

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

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

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 calls
  • Compliant call recording
  • Integration with leading CRM solutions
  • Call center recording and secure screenshots

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

Dialpad Integrations

Dialpad supports a wide range of 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
  • Dialpad Meetings
  • OKTA
  • Google Workspace
  • OneLogin
  • Microsoft Azure
  • Office 365
  • Slack
  • Chrome Desk Connector
  • Dynamics 365
  • HubSpot
  • Pipedrive
  • Intercom
  • Microsoft Teams
  • Zoom
  • Amazon Alexa
  • Domo

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 integrations, and there are some complaints of some being 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. Others include:

  • Salesforce
  • Zendesk
  • HubSpot
  • Zoho
  • Microsoft Teams

Is Dialpad Safe?

Dialpad has been around since 2011 and is known as a trustworthy leader in the space. At the time of our Dialpad review, 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

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.

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.

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.

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.

To top it all off, Dialpad also offers spam prevention, and it 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 what other users think on review sites like Trustpilot. Here’s what we found Dialpad users mainly highlighted in their feedback:

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

Dialpad has a 4.4-star rating (out of 5) on Trustpilot, with 77% of customers giving 5 stars. Similarly, Dialpad is rated 4.3 out of 5 on GetApp.

Dialpad review on Trustpilot

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

Finally, Gartner Dialpad reviews total 4.4 stars, again with users praising the platform for its intuitive UI, support, and AI capabilities.

Gartner Peer Insight customer review

Overall, Dialpad holds a solid reputation for being among the top VoIP services. The only complaints we could find were related to the technical challenges of using some of the advanced features.

What is Dialpad Good for?

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

However, there’s no doubt that some features do have a steep learning curve, so some training may be necessary to ensure you’re getting the most out of Dialpad.

If you’re after the basics, then 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 you feel Dialpad is for you or not 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 Scaling businesses, advanced analytics, AI Those on a budget Residential, small, and medium businesses 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
Trial Period 14 days 30 days 30 days 30 days 30 days
Mobile App Yes, feature-rich Yes, basic features Yes, basic features Yes, feature-rich Yes, basic features
Top 3 Features AI-powered voicemail, live call listening, unlimited calling Unlimited calling within the US/Canada, powerful automation, call blocking Unlimited calling 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-powered features and analytics, perfect for sales and customer service 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 and analytics.

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, Dialpad is the top choice if you’re looking to scale your communication tools alongside your growing business on a budget.

Verdict: Is Dialpad Worth it?

Dialpad is undoubtedly worth it for businesses seeking feature-rich, AI-powered communications. Its focus on call intelligence makes it a powerful tool for sales, customer service, and collaboration.

If you’re budget-conscious, a Dialpad alternative might suffice initially, but remember that your business will need a scalable platform, and for this, Dialpad is certainly worth trying.

Ultimately, the best VoIP service depends on your specific needs and budget, but the incredible amount of features on offer with Dialpad certainly makes it worth every penny. Try it free for 14 days now.

How We Test VoIP Services

For over 13 years, Techopedia has been an authoritative voice on all things tech. For us, a review means testing and analyzing every platform we discuss or recommend.

Having tested numerous other VoIP services, we’re equipped to accurately share how it compares. Only after putting Dialpad through its paces could we come to recommend it as a product.

We tested the mobile apps, call quality, ease of use, feature functionality, and integrations, and we analyzed other user reviews to ensure we offer a good overview of its strengths and weaknesses.

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 UseIntegrationSupportUptime

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.

You’ll want to look for all the basic VoIP features, including call recording, auto-attendants, and voicemail transcription. Be sure to check whether the features you need are on offer with the plan you can afford.

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.

Having the latest in technology is no good if it’s not user-friendly. To know whether your team would thrive with the tool, be sure to make use of any free trials, plans, or money-back guarantees.

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.

Good support is vital, regardless of the size of your business. Make sure omnichannel support is available. This includes live chat, call support, or email.

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 as close to 100% as possible for maximum productivity.

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Ray Fernandez

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.