About Dialpad

Dialpad is an AI-powered cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony technology to keep teams connected and productive. The platform comprises three integrated products; Dialpad Talk for calling, Dialpad Contact Center for contact center management, and Dialpad Sell, which is an automated sales dialer. Dialpad combines voice, messaging, video, and meetings into a single platform that can be accessed from any internet-enabled device. It houses the latest cloud telephony technology including WebRTC and Opus codec to deliver an unrivalled level of VoIP call clarity.

The Dialpad platform includes modern business features like simultaneous ringing, live call transferring, and powerful analytics in addition to a range of standard business features. Powerful integrations with G Suite, Office 365, Salesforce, Zendesk, Okta and others ensure users are connected with the technology they need to do their jobs well in a single user-friendly solution.

Devices

Business size

S M L

Markets

Canada, United Kingdom, Japan, United States

Supported Languages

English, Japanese

Images

Call Analytics
Customizable Call Routing
Post Call Summary Transcript
Dialpad Everywhere
Send SMS messages from your desktop app
Integrations on Mobile
View 7 more
Dialpad video
Dialpad screenshot: Call Analytics Dialpad screenshot: Customizable Call Routing Dialpad screenshot: Post Call Summary Transcript Dialpad screenshot: Dialpad Everywhere Dialpad screenshot: Send SMS messages from your desktop app Dialpad screenshot: Integrations on Mobile

Features

Total features of Dialpad: 82

  • AI/Machine Learning
  • Access Controls/Permissions
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Archiving & Retention
  • Assessment Management
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Management
  • Dashboard
  • Data Storage Management
  • Drag & Drop
  • Employee Directory
  • Employee Management
  • Fax Management
  • File Transfer
  • Goal Setting / Tracking
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Intent Recognition
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Multi-User Collaboration
  • Multimedia Support
  • Multiple Parties
  • Natural Language Processing
  • Office Directory
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Power Dialer
  • Queue Management
  • Reporting/Analytics
  • SIP Trunking
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Speech Recognition
  • Speech Synthesis
  • Third Party Integrations
  • Training Management
  • Unified Communications
  • Video Conferencing
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Mail
  • Voicemail Transcription
  • Website Analytics

Alternatives

CloudTalk

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Genesys Cloud

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#2 Alternative to Dialpad
Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and...

Bitrix24

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#3 Alternative to Dialpad
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TalkChief

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Reviews

Overall rating

4,3 /5
(409)
Value for Money
4,4/5
Features
4,3/5
Ease of Use
4,5/5
Customer Support
4,3/5

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Showing 5 reviews of 409
Jonatan S.
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

An app that you would not stop using!

Reviewed on 2021/01/25

Quality, Dialpad talk not only allow us to answer and make calls, but we can use it to track every...

Quality, Dialpad talk not only allow us to answer and make calls, but we can use it to track every possible KPI and with that, keeping the quality of the service by auditing each interaction.

Pros

Dialpad talk has several features but the most amazing one if Voice AI, it allows us to identify the matter of a call and lead us to analyze every interaction.

Cons

Groups, we would like to have more control about groups of people created within the app, due to the current moment we are living (pandemic) we are more connected than ever, and people love personalizing their groups.

Tj N.
Overall rating
  • Industry: Financial Services
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

This is the next step in IP phones - Perfect for working from home

Reviewed on 2020/07/24

This has been one of the best decisions our IT team has made. We tested the other cloud phone...

This has been one of the best decisions our IT team has made. We tested the other cloud phone providers, with none providing the fully featured, simple and reliable system as Dialpad.
Adding users, configuring phone trees, configuring main lines, adding fax, everything is simple, fast, and intuitive in their system.
With integration into Hubspot, which we already used as our CRM, our management has even more insight into their sales team's performance.
Our user feedback has been overwhelmingly positive.
Our ability to have users work from home and have 100% full phone access cannot be overstated. This is probably the biggest takeaway anyone should take from reading this. Absolutely no disruption in our ability to call or make calls when switching our entire office to working from home.

Pros

Deployment cannot get any more simple. Set up the user in the web interface, put in 4 digit activation code on phone. Done.
Work from home - SIMPLE. With Office 365 integration, users simply use their email and pass to sign into Dialpad from their personal cell phone, personal computer, work computer, anywhere.
Just moved offices, our phone system was the only system that required no extra setup. Just plug in at the new location, and everyone is working like normal.
Simple and intuitive. Reliable, priced perfectly, full of features.

Cons

I used to have cons with the limited abilities admins had over users' settings like call forwarding (for example, if an employee is sick and forgot to set her calls to forward to someone else). This has been fixed recently, and at this point I cannot think of any con.

Maksood A.
Overall rating
  • Industry: Design
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best Business Phone System

Reviewed on 2021/02/26

This is a great platform if you looking for your small business phone system.

This is a great platform if you looking for your small business phone system.

Pros

Affordable price for small businesses with great user interface. Apps are available for all platforms. You can use it from your computer or on the go on your phone. Lets you create voice greeting and setup extension for your staffs. Easy to setup the apps.

Cons

Doesn't have the capability to pause call recording during a call. Notifications doesn't work well on iPhone apps.

Amber K.
Overall rating
  • Industry: Management Consulting
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Cheaper than most, but you get what you pay for..

Reviewed on 2018/07/19

I feel like the cons outweigh the pros at this point. We have had the system for 9 months and I am...

I feel like the cons outweigh the pros at this point. We have had the system for 9 months and I am ready to go back to regular desk phones and a local phone/internet company.

Pros

I love the features and they are easy to change and update. Being able to get rid of desk phones and give every employee their own direct line number is great ( for the employees who need one) Transferring calls is easy and I like the feature that it asks you if you would like to "ask" the person if they want to take the call or not. I love that it keeps track of phone calls, times, and send monthly reports regarding all calls ( dropped calls, missed, minutes used etc.) Being able to easily transfer calls to an employees cell phone is useful.

Cons

It starts to get a little pricey the most employees you have. The "Fees" attached to the price are outrageous! These fees are described as : "Federal Universal Service Fund" , "Federal Regulatory Assessment Fee", "State and Local taxes" , and "Compliance and Administrative Cost Recovery" ( the compliance and administrative cost recover is the highest fee and I have no idea what it means or what it is for). I know we have to pay taxes, but when we had our old phone system ( through a local utility company) we didn't pay these fee's? Using Dialpad has tripled our office phone cost, and that's before you buy the needed headsets for use.
You have to add each and every employee that ever needs to use the phone and there is a monthly cost added to your bill ( cost plus fees), I have 3 employees who rarely ever use the phone for work, and I have had to add them as full users. There is no way to have a "main" phone or line that multiple employees can use to make or receive calls. It is not cost effective because I have had to add those three employees to the system, just so they can make a few phone calls per year.
There is a very big delay when you have calls forwarded to your cell phone.
When we chose Dialpad we chose it because of the features and price, the price looks good at first, but as you add employees and all the fee's it's extremely high.
Above and beyond any of these things, the customer service is very lacking. It is the worst customer service I have ever received from anyone. You cannot make a call to customer service, you can only use email. The "help" or response is not automatic, so if you are experiencing issues with the system ( which happens more than I think is acceptable for a business phone system) you have to wait sometimes 1-2 days to get a response or help. They did offer to "upgrade" us to a premier account, which just costs even more money. If you have a premier account you can have a phone number to call and actually speak with someone in customer service. We have had many issues with dropped calls, callers not being able to hear us, fuzziness in calls etc. These things are no big deal if they happen rarely, but they are fairly regular. When customer service does get back to you, they are incredibly rude and not very helpful, and it's usually 3-4 back and forth emails before a resolution is given or the issue is fixed.

Mai H.
Overall rating
  • Industry: Construction
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

State of the ART Phone System!

Reviewed on 2020/12/15

It provided us with the ability to text and send pictures from any of our users. It is also nice to...

It provided us with the ability to text and send pictures from any of our users. It is also nice to know that when we experience power outages, we can still use the mobile app to make and receive phone calls.

Pros

I like the call recording features where it records incoming and outgoing alot. It also has the ability for you to be able to see who, what, and when user that communicated with the callers. The communication for the mobile app matches with what is on the desktop and brower app. So if any of our team ever calls in sick, we can still see who spoke to the caller last.

Cons

I do wish there were more permission settings to add a user (employee) in the field and only allow them to make outgoing or incoming phone calls. Also, I think pricing should be less for a user who is out in the field who only needs limited functions.

Showing 5 reviews of 409 Read all reviews

Dialpad FAQs

Below are some frequently asked questions for Dialpad.

Dialpad offers the following pricing plans:

  • Starting from: US$15,00
  • Free Trial: Available

Dialpad offers a 14-day free trail and three pricing tiers; Standard, Pro, and Enterprise. Please contact Dialpad for a quote.

We do not have any information about Dialpad features

Dialpad has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Dialpad supports the following languages:

English, Japanese

Dialpad supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Dialpad integrates with the following applications:

Domo, Google Workspace, LinkedIn for Business, Microsoft 365, Okta, Salesforce Sales Cloud, ServiceNow, Zendesk

Dialpad offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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