Dialpad Review (2024): An AI-Powered VoIP Solution

With a strong focus on built-in AI, Dialpad offers a variety of business communication tools. It has a lot of features for domestic collaboration and call centers, going beyond simple inbound contact handling and dialing capabilities.

While the entry-level plan comes at an attractive rate place, Dialpad gets cheap immediately, which can be difficult for companies with tighter costs.

Call centers and sales teams that want to simplify and increase productivity are best suited for Dialpad. Small businesses that want to add simple calling features will find better value abroad.

Dialpad’s sales

Dialpad has four major product options, each with its own sales and plan levels.

Business Communications

Standard: Starts at$ 15 per user per month
• Pro: Begin at$ 25 per person per quarter
• Business: Custom pricing

Great For: Smaller organizations that need calling, texting, staff talk and video conferences.

AI Sessions

Free:$ 0
• Business: Starts at$ 15 per user per month

Great for: Using the Business Plan to host video sessions that last up to five days and have up to 150 individuals. Usually, the business communication plans will cover everything needed for simple video conferences.

AI Contact Center

Basics: Begin at$ 80 per user per month
• Advanced: Starts at$ 115 per user per month
• Premium: Starts at$ 150 per user per month

Great For: High-volume inbound customer support and customer support team.

AI Selling Center

Basics: Starts at$ 60 per person per quarter
• Advanced: Starts at$ 95 per user per month
• Premium: Starts at$ 150 per user per month

Great For: Inbound revenue teams that need to achieve more leads, increase productivity and maximize efficiency. Great for revenue managers who want to enhance life coaching and agent training.

Dialpad’s essential features

Dialpad comes with a wide range of both basic and advanced features. With its call center and revenue middle solutions, the majority of the platform’s top-tier features are only offered by more expensive plans.

Here’s a look at some of Dialpad’s striking capabilities.

Unlimited calling and discussions

Dialpad’s business telephone system supports infinite calling. Without worrying about adoption expenses, you can ring out and receive as many domestic names as you need.

You’ll also benefit from:

• Physical voice.
• Practice visit routing.
• Call forwarding to various products.
• Three-way visiting.
• Visit recording.
• Ability to turn calls between products.

These are all included attributes for every program as normal.

Your staff can work privately with an endless number of meetings in addition to calling.

If you do n’t include a Business Video plan, you can only have ten people attend each meeting. Ten may be more than enough to handle most teams, particularly since enterprise messaging and team chat are both for collaboration.

Multi-level engine attendant

Dialpad’s car attendant is ideal for northbound call handling. You can totally customize the way calling get routed depending on time, day, agent skills, guest intent and so much more. The automobile attendant acts similarly to a receptionist who instantly receives and transfers calling for you.

You can start by setting your car attendant’s business hours and broker hours and specifying the precise times you want them to install. Using your settings, you can build a habit queue to promote calls, which will then be routed to certain departments or teams.

For instance, a 24/7 piping company may want to promote emergency water leaks. Or alternatively, some businesses may choose to promote billing and new customer payments over public support queries.

Some Dialpad plans include IVR technology, which allows callers to have their own route paths and extends the capabilities of their vehicle attendants with even more sophisticated options.

Built-in phone analytics

Solid analysis capabilities are included with every Dialpad plan. Even at the fundamental level, you’ll gain from real-time call translations and monitoring.

Your most crucial indicators can be easily tracked from one display. You can quickly get abandoned telephone costs, heat maps of your highest call level times, missed calls, the percentage of calls that are forwarded to another variety, and more.

At higher levels, the insights get even more effective. Advanced reports can be accessed for functions like planning and forecasting, compliance measurement, and life caller sentiment analysis.

Nevertheless, Dialpad’s analysis are personalized and help you dive deep into your team’s performance.

Monitor, voice and boat

Call surveillance, whispering, and noise are regular features for both of these products, but these are only available if you’re on a Income Center or Contact Center program. As long as you choose a subscription from these two categories, you wo n’t need to upgrade to a higher plan tier.

Managers can now monitor agents more effectively while providing them with real-time coaching if necessary thanks to all of these features. Managers can monitor calls remotely through live monitoring. It’s simple to check whether reps are sticking to the script and supporting your quality control efforts.

The whispering feature is fantastic for guiding new agents through challenging situations on your team. If necessary, managers can barge in and take over the call altogether. Customers enjoy this because they do n’t have to wait for an extension or go through a lengthy transfer procedure to escalate calls.

Dialpad AI

All of Dialpad’s plans and many of its features have some degree of AI, but the level to which it is accessible varies depending on the type of product you choose and the plan tier in that category.

Broadly speaking, the Contact Center and Sales Center plans have the most powerful AI capabilities. However, even the less expensive plans offer a taste of Dialpad’s AI and automation capabilities.

Among the key features of Dialpad AI are:

• Real-time voice transcription.
• AI voice analysis for customer sentiment.
• Automated call summaries.
• QA scorecards.
• Real-time agent assist.
• Playbooks for sales reps.

Dialpad pros

• A ton of AI-powered features.
• Affordable entry-level plans.
• All-in-one communications suite.
• Outbound sales call specific plans
• Analytics on every tier.
• Modern and clean interface.
• HIPAA, GDPR, ISO and SOC Type 2 compliant.
• CSA member of the Cloud Security Alliance.
• Role-based access controls.

Dialpad cons

• 24/7 phone support only on higher tiers.
• Internet faxing is an extra$ 10 per month.
• has a lot of bells and whistles that you might not need.
• Can get expensive at scale.

Alternatives to Dialpad

When looking at entry-level plans, Dialpad offers some of the lowest rates on the market. However, it can become more expensive as a whole, especially once you start paying for add-ons and realize you’re missing features that you can get elsewhere for less.

Overall, Nextiva offers a better value. It’s easier to set up and deploy, and a better option for small businesses. Although more difficult to set up than Nextiva and Dialpad, RingCentral is more advanced.

Here’s a closer look at how Dialpad compares to its closest competitors.

Nextiva

Dialpad has an edge for AI-powered contact center solutions, but Nextiva is more well-rounded. It offers straightforward, affordable small business plans that include all the necessary components as well as infinitely expandable contact center plans for all-sized businesses. Plus, it offers 24/7 support no matter how much you pay.

RingCentral

RingCentral is the best option if you want a solution with every feature available. Similar to Dialpad in terms of AI capabilities, but with its contact center plans it expands. You’ll be able to get workforce optimization, agent engagement, scheduling, performance management and full customer journey mapping with RingCentral.

Ooma

For an in-person office, what should be simple and straightforward? Ooma’s DIY plug-and-play set-up process is the easiest of the bunch. No technical expertise required.

8×8

Depending on your plan, Dialpad offers local phone numbers in more than 70 countries, but 8 to 8 provides unlimited international calling to up to 48 countries. If you deal with a lot of global communications, this is a great way to save money.

Methodology

I used my own experiences, customer reviews, and a set of fundamental standards I use to evaluate each business communications solution when putting this review together.

Standard and advanced features

I look at the basic tools you need in a phone system, plus extras like video conferencing, voicemail, text messaging, call forwarding, virtual receptionist, mobile apps, desktop apps and more.

Customer support

I consider customer support hours, customer support methods ( phone, live chat, knowledge base, etc. based on customer feedback, and how helpful the customer support team actually is.

Third-party integrations

I check each platform’s ability to seamlessly connect with other business tools, like CRM software, SMS, faxing, cloud storage, ERP and more.

Security and privacy

I assess the tool’s encryption, redundancy architecture, account management features, server locations, data center audits, authentication capabilities via SSO and MFA, and more.

Uptime percentage

This figure is based on technical infrastructure, SLAs, and other potential causes of downtime.

Demo or free trial

Before signing up for a live demo or free trial, I check whether the software is capable of being tested or tried first.

Overall cost

This represents the total overview of plans, extra fees, add-ons, differences between paying monthly or annually, user costs and installation costs.

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