Selecting the right phone system is crucial for businesses seeking to optimise communication. With options like Dialpad and Zoom, choosing the best fit can feel overwhelming. This comparison offers a detailed look at Dialpad vs Zoom to help you make an informed decision, covering features, pricing, integrations, and user support.
Dialpad vs Zoom
| Category | Dialpad | Zoom |
|---|---|---|
| Primary Focus | VoIP and call management with AI-powered features | Video conferencing with additional VoIP and team collaboration tools |
| Voice Calling | Unlimited UK and US calling, strong VoIP functionality | Included in Zoom Phone Pro, with options for VoIP and unlimited domestic calls |
| Video Conferencing | Basic video capabilities | HD video conferencing with meeting tools and customisable video options |
| AI Features | Real-time call transcription, sentiment analysis, automated call summaries | Automated transcription for meetings, virtual background adjustments |
| Call Routing & Management | Advanced call routing, IVR, custom workflows | Basic call routing in Zoom Phone, lacks Dialpad’s advanced call handling |
| Messaging & Collaboration | Basic messaging; direct and group chats within app | Integrated chat with file sharing, project tracking, and collaboration tools |
| Integrations | Salesforce, HubSpot, Google Workspace, Microsoft 365 | Broad range of integrations including CRM, productivity, and project management tools |
| Analytics | Advanced call analytics available on Pro and Enterprise plans | Limited analytics, focused on video meeting data |
| Pricing (monthly) | Standard: £12 per user Pro: £20 per user Enterprise: Custom pricing | Pro: £12 per user Zoom Phone Pro: £15 per user Enterprise: Custom pricing |
| User Interface | User-friendly with AI-driven prompts; designed for call management | Intuitive interface, especially for video calls |
| Customer Support | Phone, email, and live chat for Pro/Enterprise; knowledge base for all | Phone and online support for paid plans; comprehensive knowledge base |
| Pros | AI call analytics, transcription, and call handling at competitive prices | High-quality video, strong integration options, cost-effective for video/voice combination |
| Cons | Limited video and messaging capabilities | Limited call management features compared to Dialpad |
| Ideal For | Businesses focused on VoIP with high call volumes and analytics needs | Hybrid teams needing both HD video and VoIP with a strong video emphasis |
Overview of Dialpad vs Zoom
Dialpad is a cloud-based business communications platform known for its AI-powered call management features, making it ideal for companies seeking advanced call analytics, transcription, and AI tools to streamline communication workflows.
Zoom is best known for its video conferencing capabilities, but it also offers a comprehensive suite of unified communication tools, including VoIP and business phone services, geared toward businesses with a hybrid work environment.
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Key features comparison
Voice and video capabilities
- Dialpad: Primarily focused on VoIP calling and call management. While it offers video calling, its core strengths lie in AI-assisted voice features, call analytics, and transcription.
- Zoom: Renowned for its HD video conferencing, Zoom provides VoIP calling and a strong emphasis on video quality and meeting tools. Ideal for businesses prioritising video communication alongside traditional calling.
AI and automation
- Dialpad: AI-driven features like real-time call transcription, sentiment analysis, and automated summaries make Dialpad stand out for companies needing high-level call analytics. These features can be particularly helpful for sales and support teams, as they streamline workflows by reducing the need for manual note-taking.
- Zoom: AI tools are available, primarily focused on meetings, such as automated transcription and virtual background adjustments. While not as robust as Dialpad’s call analytics, these tools are beneficial for video-focused teams.
Call routing and management
- Dialpad: Offers advanced call routing options, including automated routing, IVR, and customisable workflows. Dialpad’s call handling flexibility is beneficial for customer service and sales teams requiring efficient call routing.
- Zoom: Has standard call routing options within Zoom Phone, although it lacks some of the advanced call management features found in Dialpad. This can be sufficient for teams that primarily use video but may be limiting for businesses with high inbound call volumes.
Messaging and collaboration
- Dialpad: Provides built-in messaging for direct and group chats, useful for teams needing an all-in-one platform. However, its messaging capabilities are more limited compared to dedicated team messaging tools.
- Zoom: Integrated chat allows for messaging within the app and during calls and meetings, supporting easy collaboration. Additionally, Zoom integrates with other tools for sharing files and tracking project progress, making it more flexible for team collaboration.
Integrations
- Dialpad: Integrates with popular business tools such as Salesforce, HubSpot, and Microsoft 365, as well as Google Workspace. These integrations are highly beneficial for CRM and productivity applications, particularly for businesses with an established tech stack.
- Zoom: Offers a wide array of integrations, including CRM platforms, productivity tools, and project management apps. Zoom’s integrations are especially useful for businesses using its video conferencing and collaboration features.
Costs and plans – Dialpad vs Zoom
Dialpad pricing
- Standard plan – £12 per user/month: Includes unlimited calling within the UK and USA, SMS, call transcription, and basic integrations with Google Workspace and Microsoft 365.
- Pro plan – £20 per user/month: Adds support for call analytics, integration with CRM tools, and the ability to connect with multiple office locations.
- Enterprise plan – Custom pricing: Tailored for larger organisations, this plan offers advanced customisation, reporting, and dedicated customer support.
Dialpad’s pricing structure is straightforward, with its AI-powered features available from the Standard plan, making it attractive for small and medium-sized businesses that prioritise call management.
Zoom pricing
- Pro plan – £12 per user/month: Offers basic VoIP and messaging features, including HD video meetings and team chat.
- Zoom Phone Pro – £15 per user/month: Adds VoIP calling with unlimited domestic calling in the UK and US, and additional call handling features.
- Enterprise plan – Custom pricing: Includes advanced analytics, dedicated support, and additional features like Zoom Rooms for meeting management.
Zoom’s plans focus heavily on video conferencing, making it more cost-effective for companies requiring both video and VoIP services, especially for remote and hybrid teams.
User experience and support
- Dialpad: Known for its user-friendly interface with AI-driven prompts and call management tools, Dialpad offers excellent usability for call-focused businesses. Support is available via phone, email, and live chat for Pro and Enterprise users, with a knowledge base and community forum for self-service assistance.
- Zoom: Zoom’s interface is intuitive, especially for video calls, with minimal onboarding needed for users. Zoom provides phone and online support for paid plans, alongside a comprehensive knowledge base and community forum.
Pros and cons
Dialpad
Pros:
- AI-powered call analytics and transcription
- Strong VoIP functionality with seamless call management
- Competitive pricing for voice-centric businesses
Cons:
- Video calling features are more limited compared to Zoom
- Messaging and collaboration tools may not be as robust as other platforms
Zoom
Pros:
- Excellent video quality with a range of meeting tools
- Comprehensive integrations supporting hybrid teams
- Cost-effective for businesses prioritising video and voice combined
Cons:
- Limited advanced call management features compared to Dialpad
- Higher pricing for VoIP functionality in addition to video tools
Which should you choose?
Choose Dialpad if: Your business relies heavily on voice communication and needs AI-driven analytics to support sales or customer support teams. Its transcription and call management tools are particularly beneficial for call-heavy workflows.
Choose Zoom if: Your organisation requires HD video conferencing alongside VoIP services. Zoom’s meeting capabilities and team collaboration tools are best suited for hybrid or remote teams that regularly conduct video meetings and need high-quality video features.
Final thoughts – Dialpad vs Zoom
Dialpad and Zoom each offer valuable tools, but their focus areas differ.
Dialpad stands out for businesses needing advanced call management and AI-driven features, while Zoom is ideal for organisations with a strong emphasis on video communication.
FAQ – Dialpad vs Zoom comparison
Zoom is known for its HD video quality and rich meeting tools, making it ideal for video-centric teams. While Dialpad offers video features, it’s primarily focused on voice communication, so Zoom is the preferred choice if video quality is a key requirement.
Dialpad excels in call management with advanced routing, IVR, and AI-driven transcription, making it ideal for call-heavy workflows. Zoom has basic call routing but lacks the comprehensive call handling features Dialpad provides, so Dialpad is better for businesses focused on call management.
Both Dialpad and Zoom start at around £12 per user/month. However, Zoom’s video features are integrated into the base package, while advanced VoIP features in Zoom Phone Pro are £15. Dialpad offers VoIP and AI features from its Standard plan, providing more voice-centric value.
Both platforms support international calling with various options. Dialpad includes unlimited UK and US calling in its base plans and offers international add-ons. Zoom, through Zoom Phone, also offers international options, but businesses may need to consider usage costs for broader international coverage.
Dialpad leads with AI-driven call transcription, sentiment analysis, and automated summaries, highly beneficial for support and sales. Zoom’s AI focuses on meetings with transcription and virtual backgrounds but lacks the call-specific analytics Dialpad offers, making Dialpad more AI-rich for voice use.
Yes, both provide team messaging within their platforms. Dialpad offers direct and group chats, while Zoom includes integrated chat across calls and meetings with file sharing options. Zoom’s collaboration features are generally more extensive, particularly suited to teams needing project tracking and messaging.
Zoom and Dialpad offer broad integrations with CRM, productivity, and project management tools. Zoom’s extensive integration capabilities support both video and voice workflows, ideal for hybrid teams. Dialpad integrates with Salesforce, Google Workspace, and others, focusing on CRM and productivity.
Both are user-friendly, though Zoom’s intuitive interface and minimal onboarding make it ideal for new users, especially in video conferencing. Dialpad’s interface is designed for call management, and its AI-driven prompts simplify call workflows, making it best for voice-centric teams needing guidance.
Both provide customer support for paid plans. Dialpad offers phone, email, and live chat for Pro and Enterprise plans, with a knowledge base. Zoom provides phone and online support, plus a comprehensive knowledge base and community forum, making both options well-rounded for support.
Zoom is generally better for hybrid teams due to its strong video, VoIP, and collaboration tools, suitable for remote or in-office work. Dialpad can also support hybrid teams but is especially valuable for voice-driven businesses, offering advanced call analytics and call management.