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Dialpad Review

Chad Brooks
Chad Brooks

Dialpad is a cloud-hosted unified communications system designed with computers and mobile devices in mind. While it can work with a desk phone, the Dialpad system – which offers voice calling, video conferencing and text messaging – can also be used without them. Your employees can access all the functions of a traditional phone system using desktop and mobile apps, giving them full access to everything the system has to offer wherever they are. Additionally, Dialpad incorporates artificial intelligence to provide most call notes and real-time advice for sales representatives.

Dialpad

Dialpad

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.

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; call controls like transfer, hold and mute; voicemail transcription; multilevel auto-attendants, softphones; and integrations with G Suite and Office 365.  

Here's how the plans differ: 

  • The Standard plan is $20 per user per month. The per-user price drops by $5 a month if you pay annually instead of monthly. The plan includes email and chat support and basic analytics.

  • The Pro plan is $30 per user per month. As with the Standard plan, the monthly price drops by $5 per user if you pay annually. It includes everything in the Standard plan plus hold queues, up to 25 ring groups, and integrations with Salesforce, Zapier, HubSpot, Zendesk and Slack. This plan includes 24/7 phone support. For this plan, you must have a minimum of three licenses.

  • The Enterprise plan includes everything in the Pro plan plus custom analytics, extensions, an enterprise service-level agreement, and integrations with Okta, Azure and OneLogin. Pricing for this plan is customized. There is a 100-license minimum for this plan.

If you need toll-free numbers, they start at $7 per month, plus 2 cents per minute. Dialpad offers all users a two-week free trial.  

Features

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 all its functions. 

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, have video chats, view contact lists and your 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 by 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 (IVR), call logging, customer greetings and music, call operators, custom abbreviated dialing, single sign-on, dial by name, and customer call routing. 

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

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, HubSpot, Slack, Zapier, Zendesk, Azure, OneLogin and ServiceNow. 

Dialpad also gives 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. 

Dialpad Pros

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 100Kbps for each line you plan to run. Since it's a cloud-hosted system, Dialpad handles all maintenance and upgrades. 

You can control your entire phone system through the online management portal. Within the portal, you can add and remove users and permissions, add extensions, enable and disable various officewide call settings, assign business hours, manage your integrations, view analytics, set security preferences, and review billing information. 

Your employees can tap into their business phone lines from their mobile or desktop Dialpad 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. 

A real standout of Dialpad is its use of artificial intelligence. 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. Dialpad analyzes calls as they happen and gives sales reps real-time tips on what to say to potential customers. 

Dialpad Cons

If you need to host audio or web conferences with more than 10 people, you will have to pay for an upgraded UberConference account. The UberConference Pro plan, which allows 100 participants in a conference, is $15 a month per user when you pay annually, or $20 a month per user when you pay month to month. You can read more about UberConference in our conference call service reviews

Another potential downside is that you don't have access to phone support on the Standard plan. If you have this plan, you can only ask questions online and by live chat. You also only have access to the support team five days a week. Both the Pro and Enterprise plans have 24/7 support and allow you to contact the company by phone.

Customer Support

We were happy with the customer service Dialpad provided us. To test the level of support, we contacted the company multiple times by phone and email, posing as a business owner interested in a 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 when we said we wouldn't be deciding on their service at that moment. Each representative we spoke to followed up by email with an offer to answer any additional questions we had 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 can only reach 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, but it has a respectable B+ rating on the site.

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.

Dialpad

Dialpad

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,
business.com Writer
See Chad Brooks's Profile
Chad Brooks is a Chicago-based writer and editor who has spent more than 20 years in media. A 1998 journalism graduate of Indiana University, Chad began his career with Business News Daily in 2011 as a freelance writer. In 2014, he joined the staff full time as a senior writer. Before Business News Daily, Chad spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago, covering a wide array of topics including local and state government, crime, the legal system and education. Chad has also worked on the other side of the media industry, promoting small businesses throughout the United States for two years in a public relations role. His first book, How to Start a Home-Based App Development Business, was published in 2014.