Dialpad Review (2025): An AI-Powered VoIP Solution

Dialpad is a feature-rich enterprise communication platform with a clear dashboard and trendy user-experience. The firm invested closely in AI and machine studying, lengthy earlier than they have been the hottest contact middle traits — and the payoff is that even the most affordable Dialpad merchandise are infused with the most recent AI capabilities.

While the entry-level plan comes at a gorgeous worth level, Dialpad’s contact middle options are pretty common for the area when it comes to worth.

Dialpad is finest suited to contact facilities and gross sales groups seeking to automate and enhance productiveness. Small companies in search of fundamental calling options will get a greater worth elsewhere.

Dialpad’s pricing

Dialpad has 4 major product choices, every with its personal pricing and plan tiers.

Business Communications

• Standard: Starts at $15 per consumer per 30 days
• Pro: Starts at $25 per consumer per 30 days
• Enterprise: Custom pricing

Good For: Smaller companies that want calling, texting, staff chat and video conferences.

AI Meetings

• Free: $0
• Business: Starts at $15 per consumer per 30 days

Good For: Hosting video conferences for as much as 5 hours with as much as 150 individuals (with the Business plan). Otherwise, the enterprise communication plans have sufficient for fundamental video conferences on the identical worth.

AI Contact Center

• Essentials: Starts at $80 per consumer per 30 days
• Advanced: Starts at $115 per consumer per 30 days
• Premium: Starts at $150 per consumer per 30 days

Good For: High-volume inbound customer support and buyer assist groups.

AI Sales Center

• Essentials: Starts at $60 per consumer per 30 days
• Advanced: Starts at $95 per consumer per 30 days
• Premium: Starts at $150 per consumer per 30 days

Good For: Outbound gross sales groups that want to achieve extra leads, enhance productiveness and maximize effectivity. Also nice for gross sales managers that wish to enhance agent coaching and supply reside teaching.

Dialpad’s key options

Dialpad has invested closely in AI name middle expertise for a few years, making it one of many first to undertake it throughout the platform.

Aside from that, it comes with a variety of fundamental and superior performance. Most of the platform’s top-tier capabilities are solely obtainable on dearer plans and with its contact middle and gross sales middle options.

Here’s a take a look at a few of Dialpad’s standout options.

Unlimited calls and conferences

Dialpad’s enterprise cellphone system helps limitless calling. You’ll be capable of dial out and area as many home calls as you want with out having to fret about utilization prices.

You’ll additionally profit from:

• Visual voicemail.
• Custom name routing.
• Call forwarding to different units.
• Three-way calling.
• Call recording.
• Ability to flip calls between units.

All of those are normal options that include each plan.

In addition to calls, your staff may also collaborate internally with limitless conferences.

You’re restricted to simply ten individuals per assembly except you add on a Business Video plan. But ten needs to be greater than sufficient to accommodate most groups — particularly since staff chat and enterprise messaging can also be for collaboration.

Multi-level auto attendant

Dialpad’s auto attendant is good for inbound name dealing with. You can totally customise the best way calls get routed relying on day, time, agent expertise, caller intent and a lot extra.

You can begin by customizing your corporation hours and agent hours, and outline the precise occasions you wish to activate your auto attendant. From there, you possibly can create a customized queue to prioritize calls and they are going to be routed to particular departments or groups based mostly in your settings.

For instance, a 24/7 plumbing enterprise might wish to prioritize emergency water leaks. Or some companies might select to prioritize new buyer funds and billing over basic assist questions.

Dialpad AI Contact Center and AI Sales Center plans include a full Interactive Voice Response (IVR) system — taking your auto attendant one-step additional with much more superior choices that enable callers to manage their very own routing path.

Built-in name analytics

Every Dialpad plan comes with sturdy analytics options. Even on the entry-level plans, you’ll profit from real-time name transcriptions and reporting.

It’s straightforward to maintain monitor of your most vital metrics from one display. You get on the spot visibility into very important name middle metrics, like deserted name charges, warmth maps of your highest name quantity occasions, missed calls, what share of calls are forwarded to a different quantity, and extra.

At greater tiers, the analytics get much more highly effective. You can unlock superior experiences for issues like reside caller sentiment evaluation, compliance measurement and even workforce administration capabilities for forecasts and scheduling.

Overall, Dialpad’s analytics present a richer, extra customizable perspective than lots of its friends, particularly if you evaluate entry-level plans.

Call teaching

The name teaching options are solely obtainable should you’re on a Sales Center or Contact Center plan, however the complete set — name monitoring, whispering and barge — can be found as normal options for each of those merchandise. This means you gained’t should improve to a better plan tier so long as you’re selecting a subscription inside these two classes.

Live monitoring permits managers to listen-in on calls at any time when they need, which makes it simpler for managers to observe the standard of agent conversations, and coach them in actual time if needed. It’s a straightforward approach to make sure reps are sticking to the script and assist your high quality assurance efforts.

The whispering function is nice for teaching new brokers in actual time or serving to anybody in your staff navigate troublesome circumstances. If needed, managers can barge in and take over the decision altogether. Customers love this, as they gained’t have to attend on maintain or undergo a prolonged switch course of to escalate calls.

Dialpad AI

Dialpad has some degree of AI integrated into all of its plans and many its options, however the extent to which it’s obtainable varies based mostly on the product you’ve chosen and the plan tier inside that class.

Broadly talking, the Contact Center and Sales Center plans have essentially the most highly effective AI capabilities. But even a number of the cheaper plans provide you with a style of Dialpad’s AI and automation options.

Some of the important thing capabilities of Dialpad AI embody:

• Real-time voice transcription.
• AI voice evaluation for buyer sentiment.
• Automated name summaries.
• QA scorecards.
• Real-time agent help.
• Playbooks for gross sales reps.

Dialpad execs

• A ton of AI-powered options.
• Affordable entry-level plans.
• All-in-one communications suite.
• Specific plans for outbound gross sales calls.
• Analytics on each tier.
• Modern and clear interface.
• HIPAA, GDPR, ISO and SOC Type 2 compliant.
• Member of the Cloud Security Alliance (CSA).
• Role-based entry controls.

Dialpad cons

• 24/7 cellphone assist solely on greater tiers.
• Internet faxing is an additional $10 per 30 days.
• Expensive contact middle plans in comparison with alternate options.
• IVR is just included with premium plans.

Alternatives to Dialpad

Dialpad has a number of the most cost-effective charges within the enterprise cellphone service class. $15 per line on the entry-level plan could be very enticing. But its contact middle and gross sales engagement choices are way more consistent with their friends price-wise, if not on the upper facet.

RingCentral has a greater all-around worth than Dialpad, and can be way more accommodating for corporations that wish to hold a few of their previous expertise in service as they transition to the cloud. Nextiva is one other various to contemplate, and will enable for extra fast deployment than RingCentral.

Here’s a better take a look at how Dialpad compares to its closest rivals.

RingCentral (See full evaluation)

If you need a resolution with each function below the solar, RingCentral is the best way to go. It has related AI capabilities to Dialpad, however goes additional with its contact middle plans. You’ll even have entry to contact middle workforce optimization, agent engagement, scheduling, efficiency administration and full buyer journey mapping.

Nextiva (See full evaluation)

Dialpad has an edge for AI-powered contact middle options, however Nextiva is extra well-rounded. It has easy and reasonably priced small enterprise plans, aggressive contact middle options, and a full-suite of instruments for unified buyer expertise administration. Plus, it provides 24/7 assist irrespective of how a lot you pay.

Ooma (See full evaluation)

Need one thing easy and streamlined for an in-person workplace? Ooma’s DIY plug-and-play set-up course of is the simplest of the bunch. No technical experience required.

8×8 (See full evaluation)

Compared to Dialpad, 8×8 feels just a little stale, however the firm has the infrastructure to assist corporations migrate contact facilities to the cloud from on-premise techniques at their very own tempo. 8×8 additionally offers you limitless worldwide calling to as much as 48 nations (relying in your plan). This is an effective way to save cash should you deal with a excessive quantity of worldwide communications.

Methodology

When placing this evaluation collectively, I leaned by myself experiences, buyer critiques and a set of core standards I exploit when reviewing each enterprise communications resolution.

Basic and premium options

I take a look at an organization’s enterprise communications options to see what’s included within the entry-level plan, and what prospects should improve to entry. The greatest factor I’m taking a look at are the channels included (voice, video, SMS, and so on.) and the depth of key name middle options, equivalent to IVR, analytics, name routing, and so forth. Then I evaluate the price-point vs. the options included to friends within the area.

Customer assist

I take into account buyer assist hours, buyer assist strategies (cellphone, reside chat, data base, and so on.), and the way useful the client assist staff truly relies on buyer critiques. As at all times, I take the damaging critiques with a grain of salt — essentially the most indignant prospects are almost certainly to evaluation.

Third-party integrations

I verify every platform’s capability to seamlessly join with different enterprise instruments, like CRM software program, SMS, faxing, cloud storage, ERP and extra. It’s very troublesome to forecast how troublesome contact middle integration can be, however I give bonus factors to corporations which have in depth content material about particular integrations or public API documentation.

Security and privateness

I assess the software’s encryption, redundancy structure, role-based entry administration, server places, knowledge middle audits, authentication capabilities by way of SSO and MFA, and extra. For enterprise communications merchandise, I’m additionally concerned with whether or not or not a vendor will signal a BAA, which is required for HIPAA compliant VoIP providers.

Demo or free trial

I verify for the flexibility to check or attempt the software program earlier than committing by means of a reside demo or free trial.

Overall price

This represents the entire overview of plans, further charges, add-ons, variations between paying month-to-month or yearly, consumer prices and set up prices.