Dialpad Review

Dialpad
Product:
Vendor:
Founded:
Headquarters:
Dialpad
Dialpad
2014
San Francisco, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
55,000
Cloud
Yes

Dialpad At A Glance

Good: Setup is easy, and the user interface is flexible and intuitive.
Bad: Users report that sometimes the app crashes, calls are dropped or audio lags.
Bottom Line: Dialpad is a cloud-based VoIP solution that offers products for sales, support, meetings and mobility to companies of all sizes.

Product Overview

Dialpad is a cloud-based VoIP solution that offers products for sales, support, meetings and mobility to companies of all sizes. Products include:

  • DialpadTalk, a business phone system that can be used from any phone, computer or mobile device
  • UberConference, a web conference platform offering live transcription, high-definition audio and video, and screensharing capabilities
  • DialpadSupport, which gives companies a virtual inbound call center that uses artificial intelligence (AI) to optimize agent performance
  • DialpadSell, a sales platform with real-time, automated coaching, post-call analytics and customer relationship management (CRM) integrations

The unified communications solution is built on the Google Cloud Platform and uses 11 data centers across six continents to deliver global, reliable and secure calling.

The software is available on mobile devices for Android and iOS and includes native integrations, simple deployment and voice intelligence technology.

Features

Dialpad’s key features include:

Administration – Companies can deploy, provision and manage users through a web portal or mobile app. The software also integrates with application programming interfaces (API), webhooks and a Google Chrome extension.

Call center productivity –  Users can record call histories and collect feedback through customer satisfaction surveys. Companies can also get international phone numbers for their global offices and purchase physical phones through the vendor.

Calling and routing – Companies can access a comprehensive suite of calling and routing features, such as:

  • Auto-attendant call routing
  • Call flipping
  • Call forwarding
  • Call operators
  • Call parking
  • Call recording
  • Call transcripts
  • Call transfers
  • Call waiting
  • Caller ID
  • Company directories
  • Dial-by-name directory
  • Do not disturb notifications
  • Executive assistants
  • International calling
  • Simultaneous ring
  • Three-way calling
  • Toll-free number
  • Virtual receptionist

Integrations – The software integrates with many software platforms, including Domo, Azure, HubSpot, G Suite, Microsoft Office 365, Salesforce, OneLogin, Zendesk, LinkedIn, Slack, Zapier and Okta.

Messaging – Companies can enhance team collaboration with advanced business text messaging, video calling, voicemail, conference calling and virtual fax machines.

Security – The solution includes automatic data backup, redundancy and encryption to protect user information and offer service even during a network outage.

Voice intelligence – Companies can use natural language processing and voice recognition to to give sales representatives real-time insights on conversations, customer info and coaching tips. The software can also let managers know when an agent’s conversation is going poorly with live sentiment analysis.

Web conferencing – Companies can create high-quality audio and video web conferences. Users can share screens and documents, and customize on-hold music and group chat.

Target Market

Dialpad serves business of all sizes and industries globally.

Its customers include:

  • Code 42
  • Crunch Base
  • Domo
  • Financial Times
  • Motorola
  • Quora
  • TED Talks
  • Uber
  • WeWork
  • Xero

Implementation/Integration

As a cloud solution, Dialpad is simple and fast to setup and deploy. It also works with existing business telephone systems and can be deployed without interrupting existing workflows.

The vendor supports a wide range of phone handsets and sells several models directly.

The software integrates with various platforms, such as Domo, Azure, HubSpot, G Suite, Microsoft Office 365, Salesforce, OneLogin, Zendesk, LinkedIn, Slack, Zapier and Okta.

Customer Service & Support

Dialpad provides clients with a user forum, resource library and help center with webinars and tutorial videos.

The vendor also offers web support, as well as 24/7 phone support depending on the pricing plan.

Pricing

Dialpad offers separate monthly pricing plans for each of its products.

DialpadTalk has three per user, per month packages based on the level of business phone features, integrations and support.

  • Standard – Unlimited calling in the United States and Canada, unlimited SMS and MMS, call controls, custom voicemail greeting, and G Suite and Office 365 integrations for $15 per user, per month (billed annually).
  • Pro – Standard features, plus local number support in 50+ countries, Salesforce integration, 24/7 phone support, custom off-hours routing, voice transcription and fax (add-on) for $25 per user, per month (billed annually).
  • Enterprise – Pro features, plus API and webhooks, Okta integration and service level agreements (SLAs). Contact the vendor directly for a quote.

UberConference has two per user, per month packages based on the max time and number of participants per conference.

  • Free – Unlimited conferences, call recording and screen sharing for a maximum of 10 participants and 45 minutes per conference.
  • Business – Free features, plus custom hold music and auto-dial out to participants for $15 per user, per month (billed annually). Each conference is capped at 100 participants and five hours.

DialpadSupport has two per agent, per month packages based on the level of inbound call center features.

  • Pro – Unlimited calling in the United States and Canada (except for toll-free numbers), unlimited SMS and MMS, help desk integrations and 24/7 phone support for $75 per agent, per month (billed annually).
  • Enterprise – Pro features, plus custom business rules, 99.9% uptime SLA, dashboard and reporting. Contact the vendor directly for a quote.

DialpadSell

  • Pro – Unlimited calling in the United States and Canada (except for toll-free numbers), unlimited SMS and MMS, CRM integrations and voicemail drop for $95 per user, per month (billed annually).
  • Enterprise – Pro features, plus APIs and webhooks, custom and out-of-the-box reporting, 24/7 phone support and SLAs. Contact the vendor directly for a quote.

The vendor also offers a 14-day free trial.

Shortcomings

Users report that sometimes the app crashes, calls are dropped or audio lags.

Screenshots

Dialpad Screenshot 1
Dialpad Screenshot 2
Dialpad Screenshot 3

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About

Dialpad is headquartered in San Francisco, and it has nine offices and 11 data centers around the world, including in Canada, Japan and India. The vendor offers four products for sales, support, meetings and mobility.

The company was recognized as a Top Business Phone Service of 2020 by U.S. News & World Report.

Send feedback or corrections to feedback@betterbuys.com.

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