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Dialpad Review

Chad Brooks
, writer
| Updated
Mar 29, 2019
> Human Resources

Dialpad is a complete business phone system created specifically with desktop and mobile apps in mind. While it can work with a desk phone, the system is designed for use without them. Employees can access all of the functions of a traditional phone system straight from their computers and mobile devices. 



The Best Business VoIP Phone Systems for 2019

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.

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

Dialpad Pricing

Dialpad 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, 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, and integrations with Salesforce 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 and 24/7 phone support. 

Dialpad offers all users a two-week free trial. 

Ease of Use

Dialpad 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 that allows employees to 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. 

In addition to the calling features, 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, Microsoft Office, Salesforce, LinkedIn, Zendesk and Chrome. 

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. 

The phone system also 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 liked that at no time did any of the representatives pressure us into signing up for the service. They all seemed patient and understanding that we wouldn't be deciding on their service at that instant. Each representative we spoke with also 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 the live support, Dialpad's website is full of valuable resources, including user guides, FAQs and videos. 

Editor's note: Looking for a business phone system? Click the Compare Quotes button below to have our sister site BuyerZone connect you with vendors that can help.



The Best Business VoIP Phone Systems for 2019

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, 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.