Dialpad Review: Smarter Connections, Better Business

At a Glance

Dialpad is an AI-powered unified communications platform that offers cloud-based business phone system services, video conferencing, and team messaging for businesses of all sizes. Founded in 2011 and headquartered in San Ramon, California, Dialpad has grown to over 1,000 employees and serves a diverse range of industries, including education, healthcare, technology, real estate, and professional services. Dialpad operates in multiple countries, such as India, Argentina, and China, emphasizing their scalability and adaptability for businesses with distributed teams. This global reach is highlighted by their notable clients, including Stripe, Uber, and RE/MAX.

The company employs a unique dual-cloud architecture and a global voice network to ensure high-definition call quality and robust security. Dialpad's AI capabilities include real-time transcription, automated note-taking, and conversational intelligence features powered by machine learning. Prioritizing security, Dialpad uses AES 256-bit encryption and SOC2 Type II compliance, showcasing their dedication to innovation and enhancing the user experience globally.

Features

Unlimited calling: Dialpad allows users to make unlimited calls within the US and Canada, ensuring seamless communication without worrying about call limits. This feature is essential for businesses that rely heavily on phone calls for sales, support, and collaboration.

Business SMS and MMS messaging: Users can send and receive SMS and MMS messages, enabling text communication alongside voice calls. This comprehensive communication solution helps businesses stay connected through various channels, improving overall efficiency​.

Unlimited video meetings: Dialpad supports unlimited video meetings for up to 10 participants. This feature is ideal for small team meetings, client consultations, and remote collaborations, making it easy to connect face-to-face virtually.

Visual voicemail: This feature transcribes voicemails into text, allowing users to read messages at a glance rather than listening to them. It saves time and improves efficiency by enabling quick review and response to voicemails.

Multilevel auto attendant: Dialpad includes an interactive voice response (IVR) system that allows businesses to route calls efficiently to the appropriate departments or individuals. This feature enhances call management and ensures that callers are directed to the right place without delays.

Custom call routing: Users can set up custom call routing rules to ensure calls reach the right person based on availability or specific criteria. This flexibility helps manage incoming calls effectively, reducing wait times and improving customer satisfaction​.

Call forwarding: This feature allows users to forward incoming calls to another number, ensuring they never miss important calls, even when away from their primary device. It supports up to five forwarding numbers, providing extensive coverage for mobile and remote workers.

Automatic spam call detection: Dialpad automatically detects and blocks spam calls, helping to reduce unwanted interruptions. This feature is crucial for maintaining focus and productivity by filtering out nuisance calls.

Call recording: Users can record calls for quality assurance and training purposes. Recordings can be accessed later for review, helping businesses maintain high standards of communication and service.

AI-powered transcriptions: Dialpad's artificial intelligence technology provides real-time transcription of calls and voicemails, allowing users to access a written record of conversations. This feature is beneficial for note-taking, follow-ups, and ensuring that no details are missed during calls​.

Real-time analytics and reporting: Dialpad offers analytics tools that provide insights into call metrics, helping businesses monitor performance and improve communication strategies. These tools include real-time dashboards and detailed reports on call activity.

Integration with business tools: Dialpad integrates with popular business applications like Salesforce, Google Workspace, and Microsoft 365, enhancing productivity by connecting communication with existing workflows. This integration supports seamless data synchronization and improved efficiency​.

Hardware: The company offers a range of hardware to enhance their cloud communication services for businesses. Dialpad supports desk phone models from Polycom and Yealink and provides a selection of headsets from Jabra and Poly, all of which integrate seamlessly with their software.

Security features: Dialpad employs AES 256-bit encryption and transport layer security (TLS) to protect data during calls, ensuring secure communications. The platform is also SOC2 Type II and HIPAA compliant, providing robust security measures to protect sensitive business information​.

Mobile and desktop applications: Dialpad's mobile and desktop applications provide seamless communication across iOS, Android, PC, and Mac. These apps support voice calls, messaging, and video meetings, allowing users to stay connected from any device. Key features include AI-powered transcriptions, call summaries, and integrations with Google Workspace and Microsoft 365, enhancing productivity and synchronization.

Plans & Prices

Standard Plan

The Standard plan, priced at $27 per user per month, offers essential features suitable for small businesses and teams. For those opting for annual billing, the cost reduces significantly to $15 per user per month, offering a 44% savings. It includes unlimited calling, AI Meetings for up to 10 participants, SMS, MMS, and team messaging. The plan also features AI-powered call and voicemail transcriptions, integrations with Google Workspace and Microsoft 365, real-time analytics, and web and chat support​.

Pro Plan

The Pro plan is priced at $35 per user per month or $25 with annual billing (28% savings). It includes all Standard plan features plus a 24/7 live support agent, CRM integrations (Salesforce, Zendesk, HubSpot, Zoho), Microsoft Teams integration, support for up to 10 office locations, multiple phone numbers per account, open APIs, global SMS capabilities, and 25 ring groups​.

Enterprise Plan

The Enterprise plan offers advanced features tailored for large organizations. Pricing is available upon request. It includes all Pro plan features plus 99.9% uptime, unlimited office locations, unlimited ring groups, dial-by-extension, SSO integrations (Okta, OneLogin), Azure AD SSO integration, data retention policies, and priority live agent support.

Add-ons

Add-ons include conference room lines starting at $15 per number per month, internet faxing at $10 per number per month, additional international or toll-free numbers at $15 per number per month, and additional local numbers at $5 per number per month.

Advantages

Free trial and demo

Dialpad provides a 14-day free trial, allowing businesses to explore their features without any financial commitment. This trial period includes access to a virtual business number and the ability to make international calls, use AI features, and integrate with other business applications​.

Built-in AI and analytics features

Dialpad's AI-powered platform includes features like real-time call transcriptions, Automatic spam call detection, sentiment analysis, and automated action item tracking. These tools help businesses enhance their communication efficiency and gain valuable insights from their interactions​.

International calls and SMS

Dialpad supports international calling and SMS, making them a practical solution for businesses with global operations. They offer competitive rates and high-quality voice calls facilitated by advanced VoIP technologies like WebRTC and the Opus codec​.

Industry-specific services

Dialpad caters to various industries, including legal, retail, automotive, and more. This specialization allows businesses to leverage features tailored to their specific needs, such as integrating with industry-specific software like Clio for the legal industry​.

Scalable

As a cloud-based UCaaS platform, Dialpad is highly scalable. Businesses can easily add new users, phone lines, and features as they grow. This flexibility ensures that Dialpad can adapt to the changing needs of a business without significant downtime or additional infrastructure costs​.

Enterprise-level encryption 

Security is a critical concern for businesses, and Dialpad addresses this with enterprise-level encryption. Calls over the VoIP network and in-transit web requests are encrypted using TLS, while data at rest is protected with AES 256-bit encryption on the Google Cloud Platform. This robust security framework ensures the protection of sensitive business communications​.

Disadvantages

Lack of integration on the basic plan

Dialpad’s Standard plan, which costs $15 per user per month when billed annually, offers limited integration options. It primarily supports integration with Google Workspace. To access a wider range of basic integrations, including CRM systems like Salesforce, Zendesk, and others, businesses need to upgrade to the Pro plan or higher​.

Limited support on the standard plan

The Standard plan does not include phone support. Users on this plan have access to web and chat support only, which might not be sufficient for businesses that require immediate assistance. For 24/7 phone support, businesses need to opt for the Pro or Enterprise plans​.

Limited meeting participant capacity

All their plans limit meetings to a maximum of 10 participants. This restriction can pose a significant challenge for larger teams or businesses that frequently conduct virtual meetings with more attendees. The inability to accommodate more participants in a single meeting might hinder effective communication and collaboration, leading to potential inefficiencies in team coordination and project management.

Customer Reviews

Dialpad has received mixed reviews across various platforms. On Trustpilot, Dialpad has a strong rating of 4.4 stars, indicating generally positive feedback. G2 users rate it at 4.1 stars, reflecting a favorable reception. However, the Better Business Bureau (BBB) presents a stark contrast with a rating of 1.36 stars and a grade of D-, highlighting significant dissatisfaction among some users.

Positive reviews

Many users appreciate Dialpad for their robust features and excellent customer service. Positive feedback often highlights the seamless integration with business tools, the clarity of calls, and the reliability of the service. For example, one reviewer praised a representative for being exceptionally patient and professional in resolving technical issues. Another user noted that Dialpad’s AI-powered transcriptions and analytics greatly enhanced their productivity, making it easier to review and manage meetings and calls.

Negative reviews

Conversely, negative reviews primarily focus on billing issues and customer support frustrations. Several users reported difficulties in canceling their subscriptions, a lack of responsive support, and unexpected charges. One customer shared an ordeal where multiple emails asking to cancel the service went unanswered, ultimately forcing them to stop payments through their bank to prevent unauthorized charges. Another reviewer recounted how they were charged despite being assured of a refund, leading to significant inconvenience and frustration.​

How Can I Contact Dialpad?

Dialpad offers multiple ways to contact them anytime. Pro and Enterprise customers can access 24/7 phone support by calling (855) 342-5723. Additionally, you can access the live chat feature available on their website to connect with their contact center for technical questions. For self-service options, the Dialpad Help Center contains guides, FAQs, and other resources to assist with common issues. For general inquiries or to connect with the sales team, fill out a contact form on their website with your business email and details about your needs. Stay up to date by following them on their social media platforms Facebook, X, and LinkedIn.

Conclusion

Dialpad, established in 2011 in San Francisco, specializes in cloud-based communication solutions integrating voice, video, and messaging. The company's mission is to revolutionize business communications with AI technology, ensuring secure and seamless collaboration across devices. Dialpad boasts features like unlimited calling within the US and Canada, business SMS/MMS, visual voicemail, and real-time analytics. They offer scalable plans tailored to various business needs, from small teams to large enterprises. While highly praised for their robust features and customer service, some users report challenges with billing and support. Despite mixed reviews, Dialpad remains a prominent player in the unified communications market.

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