The days of employees needing to be at their desk to take business calls are long gone. In fact, many businesses are now looking for systems that don't even require a desk phone at all.
Having a system that revolves around mobile and desktop apps is the preferred option for many businesses with a remote workforce or those organizations that give their employees the freedom to work from anywhere. Businesses wanting a phone system that doesn't revolve around the desk phone need a system that is cloud-based and has sophisticated mobile and desktop apps that allow for easy communication from all employee devices.
Further, many of these systems offer excellent sound quality and they are scalable. Some of the convenient features you get with many systems include auto-attendants, conference calling and integrations with other popular business programs.
Dialpad is our choice as the best business phone system designed to work without desk phones – it was 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.
Dialpad offers voice calling, video conferencing and text messaging. This flexibility helps small businesses connect with clients in ways that work best both for customers and for 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.
Competitive Pricing and Terms
Dialpad is available in three service plans that vary in price and features as well as how many employees, departments and offices it supports. 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 is how the plans differ:
- The Standard plan is $20 per user, per month and is available for businesses with less than 100 employees. It supports one office and up to three departments. The plan only includes email and chat support and basic analytics.
- The Pro plan is $25 per user, per month. There is no user limit. It supports up to 10 offices and 25 departments and includes everything in the Standard plan, plus advanced analytics; a call center add-on; department auto recording; voicemail transcription; integrations with Salesforce, Zendesk, and ServiceNow; and phone support 24 hours a day, five days a week.
- The Enterprise plan is $35 per user, per month. This plan requires an annual contract. It has a 100-user minimum and supports unlimited offices and departments. This plan includes everything in the Pro plan, plus custom analytics, enterprise SLA, admin APIs and phone support 24/7.
Contracts are not required with the Standard or Pro plan. However, if you agree to the annual contract, the monthly price per user drops by $5.
Dialpad is one of the few phone system providers that offers a free plan, available for businesses with less than five employees. It includes one business number, five extensions, a virtual receptionist, voicemail, video calling, conference calling, transfer, add, hold and mute.
Dialpad offers all users a two-week free trial.
Businesses can also add call center services to their office phone system. There are three different call center service plans: Standard, Pro and Enterprise. The standard plan, which is $35 per user, per month, supports 3 call queues and up to 25 call center agents. The price drops to $15 per user, per month if you pay annually. The Pro plan is $55 per user, per month and supports 25 call queues and up to 200 call center agents. The Pro plan price drops to $35 per user, per month by paying annually. The Enterprise plan, which supports unlimited call queues and up to 500 call center agents, has customized pricing.
Since it is built around the concept of not needing 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 for full functionality.
The mobile and desktop apps work seamlessly with each other. From each of the apps, employees have full control over their phone system. These apps make the need for a traditional desktop phone non-existent. From the apps you can:
- Make and answer voice calls
- Video chat with peers
- View contact lists
- View the company directory
- Switch live calls between devices
- Transfer calls to colleagues
- Conduct three-way calls
- Send and receive text and group messages
- Instant message with co-workers
- See which co-workers are available for calls and which ones are busy or out of the office
Other calling features Dialpad offers include:
- Visual voicemail, which allows employees to get voicemail transcripts and notifications in their email inbox
- 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
- The ability to have all of your devices ring simultaneously when a call comes through
In addition to the calling features, among some of the administrative features Dialpad offers include:
- Virtual attendants and interactive voice response
- Call logging
- Customer greetings and music
- Call operators
- Custom abbreviated dialing
- Single sign-on
- Dial by name
- 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 is using 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. Additionally, if you use the phrases "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.
Another valuable tool is the call analytics Dialpad provides users. The system automatically tracks incoming and outgoing calls to give you better insight into your call volume. The data shows you every call that came into the system and who handled it. This type of information is valuable when determining staffing levels and how calls should be routed.
Dialpad's call center services offer features such as customizable IVRs, auto call recording, round-robin and fixed-order call routing, agent monitoring, unlimited callers in queue, call waiting, contact history, place in queue and visual voicemail and transcription. In addition, there are unlimited inbound calls and 3,000 outbound call minutes.
Dialpad also offers customers access to Uberconference, which provides audio conference calls, web conferencing and screen sharing. Among the features included 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 offering, 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 services reviews.
Ease of Use
Dialpad is a cloud-hosted VoIP business phone system. There is no PBX equipment to install or maintain. All that's needed 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 kilobits/sec 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 delete users, add extensions, add or remove user permissions, 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 line 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. The phones, however, must be SIP capable in order 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 setting, set up their integrations and review their individual 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. Porting numbers into the system can take between three and five days for local numbers and five and 10 days for toll-free numbers.
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 worked and everything it had 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 we may have 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 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.
One drawback to Dialpad is that users do not have access to phone support 24/7. Free and Standard users have no phone support options, with Pro plan users only able to access phone support five days a week. Enterprise plan users have phone support 24 hours a day, seven days a week.
Another negative is that Dialpad is not accredited by the Better Business Bureau and has a D+ rating. That being said, there has been only one complaint against the company closed within the past three years.
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.