DialPad Review

flag AI-powered voice features improves service
  • Low-cost international calling
  • Available in a month-to-month plan or annual contract
  • Comes with an easy-to-use admin portal
  • Bring your own device, no hardware needed
Good For
Business
Support
8 /10
Trial/Demo
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  • author: Aaron Foster
  • 10.02.19
  • Comments
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Rating

  • "Ease of use"
    9 /10
  • "Value for money"
    9 /10
  • "Features"
    9 /10
  • "Help & Support"
    8 /10

Overview

Dialpad is a cloud-based telecommunications company that focuses on smart engineering and high-quality interfaces. This company has four main product lines – Talk, Meet, Support, and Sell. Their Talk and Meet packages help employees stay connected with multi-device compatibility and web-based conferencing. The latter of the four packages are geared towards customer relationships and capturing real-time data. Their products are suitable for startups to large-scale enterprises.

Plans & Pricing

Compared to competing VoIP providers, Dialpad’s prices are very reasonable. Instead of a fixed rate, they charge per user or agent. This gives smaller companies a slight advantage. Additionally, customers have the option to choose either a month-to-month plan or annual contact.

Talk

Dialpad’s Talk service is a cloud based and AI-powered business phone system that works on computers, mobile phones, and corded phones. In addition to voice communication, it supports video calls and SMS messaging.

  • Standard: While this is the cheapest option, it still comes with important features like unlimited calling in the U.S. and Canada, call forwarding, and HD video calling. It also includes real-time transcription and group messaging.
  • Pro: The Pro package comes with extra features like international numbers, multi-office use, and automatic transcript logging. Another advantage is that it comes with advanced reporting tools and automatic recording. Finally, if you want more integrations, the Pro package is a must.
  • Enterprise: Almost identical to the Pro plan, the Enterprise package comes with just a few extra features. You’ll get additional tools like enterprise SLA and SCIM provisioning. Not only that, but this plan comes equipped with Okta compatibility and admin APIs.

Meet

The Meet product is a web-based video conferencing tool that supports up to 100 participants. Over 60 different countries can call in and no download is necessary.

  • Free: With capacity to hold ten participants, the free package comes with limited functionality. However, you can still share your screen and documents, record calls, and access meetings on a mobile application.
  • Business: The paid Business package comes with a lot more useful features like custom hold music, analytics, and a team management portal. Unlike the free version, there are also no audio advertisements.

Support

Dialpad’s support product is designed with call centers in mind. This tool features real-time alerts, powerful reporting functionality, and integration options. And most importantly, there’s a built-in FAQ page to make sure agents know how to handle difficult situations.

  • Pro: The Pro package features unlimited local inbound calling, custom voicemails, call forwarding, and many other must-have tools for call centers. It also comes with real-time customer sentiment monitoring along with web call history.
  • Enterprise: With all the features of the Pro package, the Enterprise option comes with a few extras like custom reporting and SCIM provisioning. This package is also suited for 24/7 phone support as opposed to 24/5.

Sell

With real-time coaching and an intelligent knowledge base, the Sell product makes it easy for your call center representatives to close leads and make sales.

  • Pro: Comparable to the support packages, the Pro plan boasts real-time messaging between agents and supervisors, logging to Salesforce, and a community forum and knowledge base.
  • Enterprise: The Enterprise package comes with a few extra features like API & webhooks along with custom reporting tools.

Talk- Standard
$20 per user, per month
Talk- Pro
$30 per user, per month
Talk- Enterprise
$35 per user, per month
Meet- Free
$0 per user, per month
Meet- Business
$15 per user, per month
Support- Pro
$75 per agent, per month
Support- Enterprise
$100 per agent, per month
Sell- Pro
Varies by quote
Sell- Enterprise
Varies by quote

Features and Functionality

All of Dialpad’s products come with powerful features that benefit businesses of all sizes. Here’s a brief overview of the most important features and why they’re so useful:

Customizable hold music

You’re likely never going to answer your phone on the first ring. Customizable hold music spares the caller from that dreadful silence everyone hates.

Historical call analytics

Analytics are crucial in a call center environment. You can see what agent picks up the quickest, the number of transfers in a particular department, and so forth.

Manual notes

There are times when you need to jot something down but don’t have a piece of paper in front of you. The manual notes tool is like a virtual sticky note that you can come back to later.

Real-time transcription

Real-time transcription is a powerful tool that converts calls and voicemail to text. This is a great feature to have if you want to send the context of a call by email.

Office 365 integration

Integration with Office 365 makes it a breeze to import your Outlook contacts into Dialpad. You can also view shared events and emails with your contacts.

A few features make Dialpad really stand out from its competitors. These tools are a must-have and are integral to every business.

Failover numbers

Missing a call can translate to lost money. If a call to one number doesn’t go through, Dialpad will transfer the call to one your failover numbers.

Web based admin portal

The admin portal is a central location where you can modify your settings and manage all of your users.

Multiple operating system computability

Dialpad is compatible on Windows computers, Macs, Androids, and iOS platforms. This ensures that every employee has access to their business phone at all times.

Ease of Use

One area that Dialpad excels in is an easy installation process. Users don’t need to purchase extra equipment, nor do they need an IT department to get the VoIP up and running. Setup can be done completely online. To top it off, Dialpad has numerous video tutorials that cover everything from recording your voicemail to transferring calls. The cloud based interface is very user-friendly and easy to navigate.

Pros & Cons

  • Accessible from multiple devices
  • Integrates with Google, Salesforce, and Zendesk
  • Use your pre-existing business phone numbers
  • No 24/7 support
  • Not available worldwide
  • Price is based on the number of users

Customer Support

Dialpad’s support product is designed with call centers in mind. This tool features real-time alerts, powerful reporting functionality, and integration options. And most importantly, there’s a built-in FAQ page to make sure agents know how to handle difficult situations.

Pro: The Pro package features unlimited local inbound calling, custom voicemails, call forwarding, and many other must-have tools for call centers. It also comes with real-time customer sentiment monitoring along with web call history.

Enterprise: With all the features of the Pro package, the Enterprise option comes with a few extras like custom reporting and SCIM provisioning. This package is also suited for 24/7 phone support as opposed to 24/5.

  • Phone Support
    Dialpad does offer phone support
  • Live Online Chat
    Live chat is available during set hours
  • Email
    Dialpad provides support through email
  • Video Tutorials
    There’s a complete video learning series to assist with onboarding
  • FAQ
    There’s an informative FAQ page
  • Community Forum
    You can ask questions on Dialpad’s community forum
  • Blog
    Dialpad also has a blog with technical and company-related posts

Final Word

If you’re looking for a cloud based VoIP that doesn’t require costly equipment or installation, DialPad is worth checking out. Powered by artificial intelligence, their four products come with powerful features like advanced analytics and Salesforce integration. While the price point is comfortable for smaller businesses, larger enterprises will still benefit from some of the must-have features. With the variety of support channels and video tutorials available, there isn’t much of a learning curve for new visitors. Setting up your business phone is relatively easy and the crisp yet simplified interface makes it easy to manage the VoIP in the long haul.

Aaron Foster
author

Co-founder of a West Coast web consulting firm and a prolific blogger, Aaron is a source to be trusted when it comes to the latest business software solutions. His professional expertise is matched only by his encyclopedic knowledge of Mexican cuisine.

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