When it comes to choosing the right phone system for your business, Dialpad and 8×8 are both strong contenders in the cloud communications space. Each platform offers unique features, pricing structures, and benefits that can appeal to businesses with different needs. In this guide, we’ll provide a comprehensive comparison of Dialpad vs 8×8 to help you make an informed decision for your business.
Dialpad vs 8×8
| Category | Dialpad | 8×8 |
|---|---|---|
| Overview | AI-powered communication platform with a focus on productivity and call quality. | All-in-one communications platform with strong video, voice, and contact centre capabilities. |
| Call Management | Automatic call routing, call forwarding, IVR, and AI-driven live coaching. | Comprehensive call management with call forwarding, recording, monitoring, and advanced IVR. |
| Video Conferencing | Integrated video through Dialpad Meetings; suitable for small-medium meetings, screen sharing, chat. | Supports up to 500 participants, with screen sharing, recording, and in-meeting chat. |
| AI Features | Real-time transcription, call analysis, and live call coaching. | Offers sentiment analysis and call insights; less robust than Dialpad’s AI. |
| Integrations | Google Workspace, Microsoft 365, Salesforce, Slack, and other CRM tools. | Microsoft 365, Salesforce, ServiceNow, and custom API support for tailored integrations. |
| Contact Centre | Suited for small-mid teams with inbound/outbound call management and basic analytics. | Full-featured contact centre with omnichannel support (voice, chat, SMS, social) and analytics. |
| Pricing | – Standard: £12/user/month \n – Pro: £20/user/month \n – Enterprise: Custom pricing | – Express: £10/user/month \n – X2: £18/user/month \n – X4: £30/user/month \n – X8: Custom pricing |
| Strengths | Advanced AI features, strong Google Workspace integration, cost-effective for small-mid teams. | Scalable, robust contact centre, large video meetings, and secure for larger organisations. |
| Weaknesses | Limited video conferencing capacity; basic contact centre capabilities. | Higher cost for enterprise plans; AI features less developed compared to Dialpad’s. |
| Security | GDPR compliant, encryption for data in transit and at rest. | GDPR, HIPAA compliance, 99.999% uptime SLA, international security certifications. |
| Customer Support | 24/7 support for Pro and Enterprise plans, with webinars and resources available online. | 24/7 support across all plans, with extensive training resources and a comprehensive knowledge base. |
| Ideal Business Fit | Small to medium businesses focusing on call quality, AI features, and Google Workspace integration. | Larger organisations needing scalability, strong video, omnichannel contact centre, and security. |
Overview of Dialpad
Dialpad is a cloud-based communication platform designed with AI-powered features, aiming to enhance productivity and streamline customer interactions. With integrations across multiple channels, it’s a great solution for businesses that need robust call management and virtual meetings.
Overview of 8×8
8×8 is known for its all-in-one communications platform that combines voice, video, chat, and contact centre capabilities. As a trusted name in cloud communications, 8×8 provides advanced analytics, strong security measures, and scalability, making it a solid choice for businesses with growth potential.
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Key features comparison – Dialpad vs 8×8
1. Call management and routing
- Dialpad: Offers sophisticated call management features, including automatic call routing, call forwarding, and IVR (Interactive Voice Response). With AI-driven transcription and call coaching, Dialpad provides actionable insights during calls.
- 8×8: Known for comprehensive call management with features like call forwarding, call recording, and call monitoring. 8×8 also provides IVR and automatic call distribution, making it a great choice for businesses with high call volumes or those looking for advanced routing.
2. Video conferencing
- Dialpad: Offers built-in video conferencing through Dialpad Meetings. It’s suitable for small to medium-sized meetings, allowing screen sharing and chat, though it may not handle larger webinars or events as seamlessly.
- 8×8: Provides more advanced video conferencing capabilities, supporting up to 500 participants, which makes it suitable for larger companies and virtual events. It also includes features like screen sharing, recording, and chat for collaborative meetings.
3. AI-powered features
- Dialpad: Leverages AI for real-time transcription, call analysis, and live coaching. This can be particularly beneficial for sales teams and customer support as it helps in managing call quality and improving customer interactions.
- 8×8: Recently integrated some AI features, though they are not as comprehensive as Dialpad’s. 8×8 offers sentiment analysis and call insights, which can provide businesses with useful data but lacks the real-time coaching offered by Dialpad.
4. Integrations
- Dialpad: Integrates well with Google Workspace, Microsoft 365, Salesforce, Slack, and various CRM tools. The Google Workspace integration is particularly robust, offering seamless transitions between calls, emails, and documents.
- 8×8: Provides a broad range of integrations, including CRM and productivity tools like Microsoft 365, Salesforce, and ServiceNow. 8×8 also offers custom API support, allowing more flexibility for businesses with specific integration needs.
5. Contact centre capabilities
- Dialpad: Has a Contact Center offering, but it is more suitable for small to mid-sized teams, focusing on inbound and outbound calls with real-time analytics.
- 8×8: Offers a full-featured contact centre solution, ideal for larger teams with needs for omnichannel support, including voice, chat, SMS, and social media. With advanced analytics, 8×8’s contact centre is well-suited for businesses looking for comprehensive customer service management.
Pricing comparison – Dialpad vs 8×8
Dialpad offers three main pricing plans:
- Standard: £12 per user/month, featuring unlimited calling within the UK and the US, voicemail transcription, and integrations with Google Workspace and Microsoft 365.
- Pro: £20 per user/month, includes additional features like CRM integrations, custom analytics, and 24/7 support.
- Enterprise: Custom pricing, offering all features plus advanced support, API access, and enhanced security options for larger organisations.
8×8 has four main pricing tiers:
- Express: £10 per user/month, designed for small businesses, includes unlimited calling within the UK and US, basic analytics, and auto-attendant.
- X2: £18 per user/month, adds video conferencing, team messaging, and more advanced analytics.
- X4: £30 per user/month, features advanced call handling, call quality reporting, and additional analytics.
- X8: Custom pricing, tailored for large enterprises, includes full contact centre capabilities and extensive analytics.
Overall, Dialpad’s pricing is straightforward and cost-effective for small to medium-sized teams, while 8×8’s tiered pricing is advantageous for businesses seeking more scalability and enterprise-level features.
Pros and cons
Dialpad
Pros:
- Advanced AI capabilities like real-time transcription and live call coaching.
- User-friendly interface with strong Google Workspace integration.
- Cost-effective for small to mid-sized teams.
Cons:
- Limited video conferencing capacity.
- Contact centre features are less comprehensive compared to 8×8.
8×8
Pros:
- Scalable with a wide range of features for larger businesses.
- Robust contact centre solution with omnichannel support.
- Strong video conferencing support for large meetings.
Cons:
- Higher cost for enterprise-level plans.
- AI features are not as advanced as those in Dialpad.
Security and reliability
- Dialpad: Provides encryption for data in transit and at rest, along with GDPR compliance, which is essential for businesses in the UK. However, it lacks some of the advanced security certifications that 8×8 offers.
- 8×8: Known for strong security credentials, including compliance with GDPR, HIPAA, and other international standards. With a 99.999% uptime SLA (Service Level Agreement), 8×8 offers a reliable solution for businesses that prioritise security and consistent service.
Customer support
- Dialpad: Offers 24/7 support for Pro and Enterprise plans. Their support team is generally responsive, and the platform provides a range of online resources, including webinars and documentation.
- 8×8: Provides 24/7 support across all plans, with dedicated support for enterprise customers. 8×8 also offers extensive training resources and a knowledge base for self-service support.
Dialpad vs 8×8 business cases
Who should choose Dialpad?
Dialpad is a suitable choice for small to medium-sized businesses that prioritise AI-driven call management and have a need for seamless integration with Google Workspace.
If your business relies on AI to improve customer interactions and call quality, Dialpad’s advanced transcription and call coaching can be highly beneficial.
Who should choose 8×8?
8×8 is ideal for larger organisations that require a scalable communications platform with comprehensive contact centre capabilities and strong security standards.
If your business frequently hosts large video meetings or requires an omnichannel contact centre, 8×8’s extensive feature set will likely be the better fit.
Final verdict – Dialpad vs 8s8
Both Dialpad and 8×8 offer powerful communication tools, but their strengths cater to different business needs.
Dialpad’s AI-powered features make it a great choice for small to medium-sized teams, while 8×8’s scalability, security, and robust contact centre capabilities make it a strong option for larger organisations.
Consider your business’s size, feature requirements, and budget to decide which platform best aligns with your goals.
FAQ – Dialpad vs 8×8
Dialpad is generally better suited for small to medium businesses due to its cost-effective plans and AI features that enhance productivity. 8×8 can be used by smaller teams, but it is more beneficial for larger companies with its advanced video conferencing and contact centre options.
Dialpad offers superior AI features, including real-time transcription, call coaching, and insights during calls. 8×8 includes some AI-based sentiment analysis, but it lacks the in-depth, real-time functionality found in Dialpad, making Dialpad the better choice for AI-enhanced communication.
8×8 offers stronger video conferencing, supporting up to 500 participants and including features like recording and screen sharing. Dialpad’s video service is more basic, suitable for small meetings, but may not handle larger virtual events as effectively as 8×8.
Dialpad’s pricing is generally more affordable for small to medium-sized teams, especially with AI features included in lower-tier plans. 8×8’s advanced features and scalability options come at a higher cost, making it a better fit for larger businesses needing comprehensive communication tools.
Both platforms provide strong call management, with call routing, IVR, and monitoring. Dialpad offers added AI insights during calls, while 8×8’s extensive routing and analytics features make it ideal for high call volumes and complex call handling in larger businesses.
Yes, Dialpad integrates very well with Google Workspace, providing a seamless experience for email, calendar, and document transitions. 8×8 also integrates with Google Workspace, but Dialpad’s Google-specific features are more robust, making it the better choice for Google Workspace users.
Both offer contact centre options, but 8×8’s solution is more comprehensive, supporting omnichannel customer interactions and in-depth analytics. Dialpad’s contact centre is simpler and suited for smaller teams, whereas 8×8 caters to businesses needing advanced customer service management across multiple channels.
8×8 is generally better for larger businesses due to its scalability, advanced security, and high-capacity video conferencing. Dialpad can support larger teams but is typically more beneficial for smaller or mid-sized companies needing AI-driven insights and integration with Google Workspace.
8×8 offers stronger security with international certifications, GDPR and HIPAA compliance, and a 99.999% uptime SLA, ideal for larger organisations with high data security needs. Dialpad is also GDPR-compliant but lacks some of the more advanced security measures found in 8×8.
Both offer 24/7 support, but 8×8 extends this across all plans, with a comprehensive knowledge base and training resources. Dialpad provides 24/7 support only for Pro and Enterprise users, along with webinars and documentation, making it a solid choice for smaller businesses.