Dialpad phone systems review – Prices, features and value explained

Choosing the right phone system is crucial for UK businesses seeking reliable, cost-effective, and efficient communication solutions. Dialpad has gained popularity with its cloud-based VoIP solutions, promising seamless communication and productivity-enhancing tools. In this review, we’ll explore Dialpad features, costs, pros and cons, and how it stacks up for UK businesses.

Features of Dialpad phone systems

Dialpad offers a range of features designed to improve communication and collaboration. From call management to AI-powered functionalities, here’s what you can expect:

1. VoIP-based cloud telephony

Dialpad’s core offering is its cloud-based telephony service, providing businesses with a scalable and flexible solution. VoIP technology allows calls over the internet, reducing costs associated with traditional landlines and offering a mobile-friendly option.

2. AI-powered call assistance

One of Dialpad’s standout features is its AI-driven voice recognition and call transcription. The AI can analyse conversations in real-time, provide live transcription, and highlight actionable items from calls, which is ideal for teams managing high volumes of calls or those needing comprehensive call records.

3. Integration with productivity tools

Dialpad integrates seamlessly with popular productivity tools like Microsoft 365, Google Workspace, Salesforce, and Slack. This makes it easier for employees to manage calls, messages, and meetings directly within the tools they already use.

4. HD video and audio conferencing

In addition to traditional voice calls, Dialpad offers high-quality video and audio conferencing, which is ideal for remote teams or businesses with a hybrid working model. The conferencing platform supports multiple participants and includes features such as screen sharing, call recording, and in-call chat.

5. Call analytics and reporting

Dialpad provides detailed call analytics and reporting, enabling businesses to track key performance metrics. From call volumes to customer satisfaction indicators, managers can easily access data to make informed decisions on staffing, training, or improving service delivery.

6. Mobile and desktop apps

Dialpad offers apps for both desktop and mobile devices, allowing employees to stay connected on the go. The mobile app is particularly useful for field teams or remote workers, providing the full range of features found on the desktop version.

7. Call queues and routing

Dialpad’s call management features include custom call queues and routing, allowing businesses to manage incoming calls more efficiently. This can improve customer service by ensuring calls are directed to the right person or department without long wait times.

Costs of Dialpad phone systems

Dialpad’s pricing is relatively competitive in the VoIP market, with several plans that cater to businesses of different sizes and requirements. Below is a breakdown of the key plans:

• Standard plan (£15 per user/month): This includes unlimited calling within the UK, call and voicemail transcription, integrations with Google Workspace and Microsoft 365, and HD video meetings with up to 10 participants. It’s suitable for small businesses or teams looking for a basic solution.
• Pro plan (£25 per user/month): This includes everything in the Standard plan plus CRM integrations, 24/7 support, custom analytics, and video meetings with up to 25 participants. The Pro plan is designed for growing businesses needing additional support and CRM integration capabilities.
• Enterprise plan (custom pricing): Tailored for larger businesses, the Enterprise plan includes all features in the Pro plan, additional compliance and security features, advanced analytics, and dedicated account management. Businesses with specific compliance or customisation needs can benefit from this package.

While Dialpad offers a free trial, there’s no free version of its business phone system. Companies considering Dialpad can test the features and interface to determine if it meets their operational needs.

Pros – What we like about Dialpad

• User-friendly interface: Dialpad’s intuitive design makes it easy for employees to navigate the system, reducing the learning curve and improving productivity.
• AI-powered capabilities: The AI transcription and call analysis features are particularly useful for businesses looking to improve customer service and reduce manual call logging.
• Comprehensive integrations: Dialpad’s integrations with widely used tools like Salesforce, Microsoft 365, and Google Workspace streamline workflows, making it an ideal choice for businesses already using these platforms.
• Scalability: Dialpad’s cloud-based nature and flexible plans allow businesses to scale their communication systems as they grow, without significant infrastructure investment.
• Mobile accessibility: With robust mobile apps, employees can access the full functionality of the system on the go, which is valuable for remote or field-based teams.

Cons – Potential drawbacks

• Limited video meeting capacity: Although Dialpad offers video conferencing, the participant limit (10 for Standard, 25 for Pro) may be restrictive for larger meetings, making it less suitable for companies needing extensive video conferencing capabilities.
• Pricing for advanced features: Dialpad’s advanced features, like CRM integration and custom analytics, are available only on higher-tier plans, which could be cost-prohibitive for smaller businesses.
• No free plan: While a free trial is available, Dialpad does not offer a free plan, which may deter very small businesses or startups seeking cost-effective options.

Dialpad reviews and ratings

Here’s a summary of Dialpad’s ratings from several major review sites, reflecting user experiences and feedback for their business phone systems:

• Trustpilot: Dialpad has a solid rating of 4.4 out of 5 stars. Users appreciate the service’s AI features, voice quality, and integrations with tools like Google Workspace and Microsoft 365, contributing to a largely positive experience.
• G2: On G2, Dialpad scores a 4.1 out of 5, with users noting the platform’s ease of use and helpful customer service. The AI-powered analytics and call transcriptions are also well-received by many, although some users mention occasional technical challenges with advanced features.
• GetApp: Dialpad has a rating of 4.2 out of 5 on GetApp, with positive feedback focusing on the clarity of calls, smooth integrations, and real-time transcriptions. However, some users mention limitations in video conferencing capacity.
• Better Business Bureau (BBB): Dialpad has a lower rating on BBB, with a score of 1.36 out of 5 and a grade of D-. This rating mainly reflects customer dissatisfaction related to billing and support issues, contrasting with the positive reception on other platforms.

Overall, Dialpad’s ratings are favourable on most review sites, with strong approval for its AI-driven features and usability, although there are some complaints on BBB mainly tied to support and billing experiences. These ratings reflect a robust service well-suited for businesses prioritising AI tools and integration capabilities.

Review – Is Dialpad the right choice for your business?

Dialpad is well-suited to UK businesses looking for a modern, cloud-based phone system with advanced AI capabilities and strong integration with productivity tools.

It’s ideal for companies that prioritise call quality, detailed analytics, and scalability. Dialpad’s intuitive interface, combined with the flexibility of mobile and desktop apps, makes it a convenient option for businesses with remote or hybrid working models.

However, businesses with a heavy focus on video conferencing or those needing basic phone functionalities may find some of Dialpad’s features underwhelming or expensive.

Companies should weigh their need for AI-driven insights, integration with existing tools, and scalability against the cost of Dialpad’s plans, particularly as advanced features are available only in higher-tier packages.

Conclusion – Dialpad review

Dialpad offers a sophisticated, AI-enhanced phone system that can elevate the way UK businesses communicate, making it a strong option for companies seeking to improve customer service and operational efficiency.

While there are some limitations in video conferencing capacities and cost considerations, Dialpad’s VoIP solutions bring valuable flexibility and insights for growing teams.

Ultimately, it’s a well-rounded choice for businesses ready to invest in a system that goes beyond simple calling, with benefits that could drive productivity and customer satisfaction.

Comparisons

• Dialpad vs 8×8
• Dialpad vs Google Voice
• Dialpad vs Microsoft Teams
• Dialpad vs Nextiva
• Dialpad vs RingCentral
• Dialpad vs Vonage
• Dialpad vs Zoom

FAQ – Dialpad review