Dialpad Review: Is It the Best Option for Small Businesses?

About Dialpad

Over 65,000 customers around the world use Dialpad. It is a Business Phone system company founded by three former Google Voice employees in 2011, headquartered in San Francisco, California. The company offers an innovative and cost-effective voice-over IP that allows you to make calls using a broadband connection.

The company caters to small to medium-sized businesses, especially those with a mobile workforce that needs a communication platform. Every type of communication is bundled into one app so you can have meetings with your teammates, management, clients all in one place.

Their products are built on the Google Cloud Platform, so all the data, including sensitive information, is stored using the Google Cloud Platform services. Dialpad services include messages, calls, video conferencing, and online faxing. 

They also offer specialized services like the UberConfrence for video conferencing, Dialpad Sell for sales, and Dialpad support for call centers.
 

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Dialpad Plans

Dialpad Talk Standard plan

This is the company's basic plan, and it includes: 

• Unlimited calling 
• Unlimited SMS
• Unlimited MMS
• Customized voice mail
• Call controls
• Voice mail transcriptions
• Google and Microsoft 365 integration
• Call routing during off-hours

Dialpad Talk Pro plan

This plan includes all the features in the basic plan plus:

• CRM integration
• Unlimited meetings
• Local number supported in over 50 countries
• Hold ques
• International SMS
• Desk phone support
• Slack, Zapier, and Zendesk integration
• 25 ring groups
• 24/7 phone support

Dialpad Talk Enterprise plan

This plan includes all the features in the basic and pro plan as well as: 

• Unlimited office locations
• Retention policy
• Extensions
• Unlimited ring groups
• enhanced 24/7 phone support
• Azure, IAM/SSO integration
• Enterprise service level agreement
   

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Other features include:

UberConference service

This service is Dialpads video conferencing plan, and it includes: 

• 10 meetings attendees and 45-minute conferences
• Screen sharing
• Lock meeting rooms
• Chat sharing during meetings
• Google and Outlook calendar integration
• Integrates Slack and Salesforce

UberConference Business service

• 100 meeting attendees and 5-hour conferences
• Automated meeting noted
• Call transcripts 
• Advanced dialing option
• 24/7 phone and coverage support

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Dialpad Contact Center service

• 200 agents per call center
• 500 callers in the queue
• 25 hold ques
• Toll-free number support
• Call recording
• In-queue callback
• Call monitoring
• Advanced analytics
• Call transcriptions
• Management and reporting tools 
• 24/7 customer support

Dialpad Contact Center Enterprise service

Along with all the Dialpad contact center service features, you get: 

• 500 agents per call center
• 1000 callers in the queue
• Unlimited hold queue
• Customizable analytics and reporting features
• Enterprise-level service agreement

Dialpad Sell Pro-service

This is built to support sales teams, and it includes: 

• Unlimited texting
• Unlimited call recording
• Cal monitoring
• Call transcripts
• Call History
• Speech coaching
• Sales rep leaderboards
• Reports
• Coaching groups for agents
• manager alerts
• Microsoft 365, G Suite, and Salesforce integration
• 24/7 web, chat, phone, and online support
   

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Dialpad Sell Enterprise service

All the Dialpad Sell Pro plan features are available as well as:

• Customized call recordings, analytics, and reports options
• Service level agreement for customer service
• Allows application programming interface developer access
   

Dialpad Features

This company offers their customers a number of standard features along with a few extra perks like: 

• Unlimited calling: This includes both outbound and inbound calls within the country you are in, the USA, and Canada. Additional charges might apply depending on the country.
   
• Call recording: A software is automatically installed to record voice conversations.
   
• Number forwarding: Calls can be forwarded to up to five external numbers. 
   
• Speech coaching: The system automatically shows pop-ups during a call to encourage agents to speak clearly and reminds them to pause when the other side is responding. 
   
• Call transcription: This converts voice and video call audio into written words; an accuracy rating is also sent back to the company to improve the transcription service.
   
• Click-to-call: This is a technology that offers real-time communication, where a person can immediately get connected to another person with one click.
   
• Three-way calling: This allows you to easily add a third party to your business call.
   
• Automated post-call notes: When a phone call ends, you'll get action tools, key moments, and call transcripts. 
   
• Custom routing: You can add in when the business is operating and when it is closed, and depending on that input, the calls received will be routed.
   
• Toll-free number support: You can get toll-free numbers starting at $7 per month and 2 cents per minute.
   
• Spam detection: A software installed will automatically identify and reject junk calls to keep the business efficient.
   
• Voicemail transcripts: You'll automatically get voicemails transcribed into text, so you don't have to listen to long messages, and you can focus on highlighting the details you need.
   
• Assistant pairing: An employee can be designated as an assistant, and they will be eligible to accept calls on behalf of management or other employees.
   
• Switch calls between devices: This will allow you to take over the call on a different device. 
   
• Multi-level auto attendant: An automated phone menu will channel clients to specific teams depending on what they choose.
   

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Dialpad Costs 
Business communication 

UberConference

Contact Center

Sales Dialer 

Dialpad Customer Support

Depending on the country you are in, you can reach out to customer support through phone; visit their website to find the phone number of the closest location to you. They also have a live chat and email available.

If you are an existing customer, the level of customer support you receive depends on your service plan. The Standard Plan will give you technical support through email and live chat 24 hours a day, five days a week. The Pro and Enterprise plan provides you with phone, email, and live chat support 24/7.

For general information, their website has an online resource library full of articles, videos, webinars, e-books, and research that can answer any question you may have to get you started.
 

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Conclusion

Dialpad offers its customers a variety of cloud-based products based on business communication. The company is mainly focused on the Dialpad Talk, a business phone system that unifies all types of communication methods.

Apart from the business communication service, they offer Uberconference, contact center, and sales dialer.

To get started, Dialpad has a 14-day free trial; while this is shorter than what other companies offer, it should give you an idea if this service works best for your company.