Dialpad Review

Chad Brooks
business.com writer
| Updated
Dec 06, 2019

Dialpad is a cloud-based unified communications system created specifically with computers and mobile devices in mind. While it can work with a desk phone, the system is designed to be used without them. Employees can access all the functions of a traditional phone system using desktop and mobile apps. 



The Best Business VoIP Phone Systems for 2020

The Verdict

Dialpad is built specifically with mobile and desktop apps in mind. The system offers several collaboration tools and many valuable integrations.

Dialpad offers voice calling, video conferencing and text messaging. This flexibility helps small businesses connect with clients in ways that work best for both customers and businesses. The system's desktop and mobile apps work flawlessly with each other and allow employees full access to everything the system has to offer, regardless of where they are. It incorporates artificial intelligence into the system to provide most call notes and real-time advice for sales representatives.

View all our recommendations for business phone systems on our best picks page. 

Dialpad Pricing

Dialpad Talk is available in three service plans that vary in price and included features. All plans include unlimited calling in the U.S. and Canada, unlimited text messaging, unlimited conference calling for up to 10 participants at a time, HD video calling, a virtual receptionist, softphones, group messaging, hold music, operator routing, and integrations with G Suite and Office 365.  

Here's how the plans differ: 

  • The Standard plan is $20 per user, per month. The plan includes email and chat support and basic analytics.

  • The Pro plan is $30 per user, per month. It includes everything in the Standard plan plus the ability to support multiple offices. It also offers international numbers; hold queues; advanced analytics; automatic call recording; holiday routing; voicemail transcription; automatic transcript logging; and integrations with Salesforce, Zapier, Hubspot, and Slack. This plan includes phone support 24 hours a day, five days a week.

  • The Enterprise plan is $35 per user, per month. This plan includes everything in the Pro plan plus custom analytics, an enterprise service-level agreement, admin APIs, integration with Okta and 24/7 phone support.  

Dialpad offers all users a two-week free trial.  

Ease of Use

Dialpad Talk is a cloud-hosted VoIP business phone system. There is no PBX equipment to install or maintain. All you need is a high-speed internet connection. To ensure the best call quality, Dialpad recommends a high-speed DSL, cable or fiber-optic connection with dedicated upload and download bandwidth of 100 Kbps for each line you plan to run. Since this is a cloud-hosted system, Dialpad handles all maintenance and upgrades. 

The entire phone system is controlled through an online management portal. Via the portal, administrators can add and remove users and permissions, add extensions, enable and disable various officewide call settings, assign business hours, manage integrations, view analytics, set security preferences, and review billing information. 

Employees can tap into their business phone lines from their mobile or desktop app. The desktop app has a built-in softphone so employees can make and receive calls. The system supports some desktop phones, but they must be SIP capable to connect to the system. 

In addition to making and receiving voice and video calls, users can tap into their apps to change their individual call settings, set up their integrations and review their own analytics. 

When getting started, you have the choice of a local or toll-free number. Additionally, established businesses can transfer their phone numbers from their current phone service provider. 

Since it is built around the concept that you don't need a desk phone, Dialpad's standout features are its mobile app and desktop app. Both apps give you full access to the phone system and allow full functionality. 

The mobile and desktop apps work seamlessly with each other. From each of the apps, employees have full control over their phone systems. These apps eliminate the need for a traditional desktop phone. From the apps, you can make and answer voice calls, video chat with peers, view contact lists and the company directory, switch live calls between devices, transfer calls to colleagues, conduct three-way calls, send and receive text and group messages, message co-workers, and see which co-workers are available for calls and which ones are busy or out of the office. 

Other calling features Dialpad offers are visual voicemail, the ability to instantly respond to calls via text message, a do not disturb setting that automatically sends callers to your voicemail, call recording, call screening, call waiting, and the option to have all of your devices ring simultaneously when a call comes through. 

Administrative features include virtual attendants and interactive voice response, call logging, customer greetings and music, call operators, custom abbreviated dialing, single sign-on, dial by name, and customer call routing. 

Dialpad has multiple built-in integrations that allow you to access various documents, emails and contacts without ever leaving the Dialpad app. The system integrates with Google's G Suite, Office 365, Salesforce, Slack, Zapier, Zendesk, Azure, OneLogin and ServiceNow. 

Dialpad uses artificial intelligence, VoiceAI, as a way to offers users some additional features. The VoiceAI technology processes the calls your team is having in real time. With the data it collects, it provides instant call transcriptions. If you use the phrase "action item" during a call, the system automatically notes what that action item is and sends it to you in a call summary. 

Voice intelligence is also built into the system. With this, Dialpad analyzes calls as they are happening and provides real-time tips for sales reps on what to say to potential customers. 

The phone system has an executive assistant feature that allows you to assign incoming calls to another employee. Your colleague can then answer the calls and take a message or send the call back to you if it is important. 

Conference Calling

Dialpad offers its customers access to UberConference, which provides audio conference calls, web conferencing and screen sharing. Among the features in UberConference are document sharing, call recording, custom hold music, the ability to dial out to add callers, analytics and call summaries. 

There is an extra charge for UberConference. While there is a free option, it only supports up to 10 callers at a time. If you want to host conference callers with more participants, it is an extra $10 per month. 

You can read more about UberConference in our conference call service reviews

Customer Support

We were happy with the customer service Dialpad provided. To test the level of support, we contacted the company multiple times by phone and email, posing as a business owner interested in a business phone system. 

Each time we reached out to the company, our calls were immediately answered. We never had to wait on hold for long to talk to a representative. Each representative we spoke with was extremely helpful. They took the time to answer our questions in detail. By the end of our calls, we clearly understood how the system works and everything it has to offer. 

We appreciated that Dialpad's representatives did not pressure us once to sign up for the service. They were all patient and understanding that we wouldn't be deciding on their service at that moment. Each representative we spoke with followed up with an email with an offer to answer any additional questions in the future. Each time we sent a follow-up message, our questions were quickly answered.  

Phone support is only available to Pro and Enterprise plan users. Other users need to access the support team online. In addition to live support, Dialpad's website has several valuable resources, including user guides, FAQs and videos. 

Dialpad is not an accredited member of the Better Business Bureau and has a D rating. According to the BBB, the low rating is due to the company not responding to complaints, having four complaints filed against it in the past three years and the length of time Dialpad has been in business.

Editor's note: Looking for the right business phone system for your company? Fill out the below questionnaire to have our vendor partners contact you about your needs.



The Best Business VoIP Phone Systems for 2020

The Verdict

Dialpad is built specifically with mobile and desktop apps in mind. The system offers several collaboration tools and many valuable integrations.

Chad Brooks
Chad Brooks
Chad Brooks is a Chicago-based writer with more than 20 years of media experience. A graduate of Indiana University, Chad began his career with Business News Daily in 2011 as a freelance writer. In 2014, he joined the staff as a senior writer. Currently, Chad covers a wide range of B2B products and services, including business phone systems, time and attendance systems, payroll services, and conference call services. Before joining Business News Daily and business.com, Chad spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago. Chad's first book, "How to Start a Home-Based App Development Business," was published in 2014. He lives with his wife and daughter in the Chicago suburbs.