Google Voice vs Dialpad – Full comparison to help you decide

If you’re choosing a business phone system then you’re likely to come across Google Voice and Dialpad. Both solutions provide robust VoIP services, but each has distinct offerings that cater to different business needs. This comparison explores Google Voice vs Dialpad in detail, comparing their features, costs, and other factors to help you decide which one best suits your UK business.

Google Voice vs Dialpad

Category	Google Voice	Dialpad
Overview	Simplified VoIP solution ideal for businesses using Google Workspace, offering basic calling, voicemail, and limited SMS features	Full-featured VoIP and unified communications platform with advanced call handling, AI insights, and extensive integrations
Call management	Basic call handling (screening, forwarding, and blocking)	Advanced call routing, IVR, custom hold music, and call queues
Voicemail	Standard voicemail with basic transcription	AI-powered transcription with keyword insights and analysis
Messaging (SMS/MMS)	SMS limited to the US only	SMS and MMS available in the UK and other regions
Integrations	Integrates with Google Workspace	Integrates with Google Workspace, Microsoft 365, Salesforce, Slack, and more
Mobile and desktop apps	Basic mobile app and limited desktop functionality	Full-featured mobile and desktop apps with calling, SMS, and management tools
Call recording	Available only for Google Workspace Admins	Available for all users with custom recording options
AI-powered insights	None	Real-time transcription, call sentiment analysis, and coaching features
Video conferencing	Not included (requires Google Meet separately)	Integrated video conferencing for team collaboration and client meetings
Admin controls	Simple settings through Google Workspace	Extensive admin portal with detailed controls and analytics
User experience	Simplistic and easy to use, suitable for small teams	Intuitive design with enhanced user experience for mid to large teams
Customer support	Limited support, primarily via online help articles and forums	Comprehensive support, including live chat and phone support for Pro and Enterprise users
Ideal for	Small businesses using Google Workspace and in need of basic communication functions	Growing or medium-sized businesses requiring advanced communication, collaboration, and insights
Entry-level plan	Starter: £8 per user/month	Standard: £12 per user/month
Mid-tier plan	Standard: £16 per user/month	Pro: £20 per user/month
Top-tier plan	Premier: £24 per user/month	Enterprise: Custom pricing
Included features in plans	All plans include basic call handling and voicemail; Premier plan adds international calling and advanced reporting	All plans include calling and voicemail; Pro adds CRM integrations, and Enterprise offers additional support and scalability
IVR and call routing	No	Yes, with detailed routing options
SMS support	Limited to the US only	SMS and MMS available in the UK
Call analytics	Basic call records	Detailed call analytics with insights for tracking performance
Voicemail transcription	Standard transcription	AI-driven transcription with keyword analysis
International calling	Available in Premier plan	Available in all plans with varying rates
Admin dashboard	Basic control via Google Workspace	Robust admin dashboard with detailed control options
Sentiment analysis	Not available	Yes, with real-time feedback for calls
Call queues	No	Yes, with customisable options
Pros	Affordable, simple integration with Google Workspace, suitable for basic needs	Advanced features for call management, AI-powered tools, full mobile and desktop functionality
Cons	Limited integrations, minimal customer support, restricted SMS outside the US	Higher pricing for advanced features, setup complexity for CRM integrations

Overview of Google Voice vs Dialpad

Google Voice is an accessible, cost-effective VoIP solution that integrates well with Google Workspace, making it an ideal choice for businesses that already use Google’s productivity tools. With an emphasis on simplicity, Google Voice offers straightforward calling, voicemail, and messaging features, primarily for small to mid-sized businesses.

Dialpad takes a more comprehensive approach, offering a full suite of communication and collaboration tools beyond traditional calling. It’s designed with AI-driven features, advanced call handling, and integrations that make it appealing to businesses looking for more functionality in their business phone system.

Key features comparison

Call management

Both Google Voice and Dialpad provide essential call management features, but Dialpad’s call handling tools are more advanced. With Dialpad, you can set up custom call routing, hold music, and interactive voice response (IVR) systems, ideal for businesses with higher call volumes or specific call handling needs.

Google Voice, on the other hand, is suitable for businesses seeking simple call forwarding, screening, and blocking but doesn’t offer IVR or advanced call routing as standard.

Voicemail

Google Voice includes voicemail transcription, but this is limited to basic transcriptions accessible through the Google Voice platform. In contrast, Dialpad’s AI-driven transcription goes further by providing keyword insights and summaries, which can assist in analysing customer interactions for insights and training purposes. This feature alone may be valuable for customer service-driven businesses or those who rely on detailed records.

Messaging

Google Voice offers SMS and voicemail, but SMS functionality is limited outside the US. Dialpad has broader SMS and MMS support across more regions, including the UK, allowing businesses to communicate with customers via text more easily. This could be beneficial for businesses that rely on SMS reminders, updates, or two-way customer interactions.

Integrations

While both systems integrate well with Google Workspace, Dialpad supports additional integrations such as Microsoft 365, Salesforce, Slack, and other CRM tools. These integrations make Dialpad a versatile choice for businesses using a range of software tools and looking to streamline their workflow.

Mobile and desktop apps

Google Voice’s app provides basic functionality but lacks the more extensive capabilities available in Dialpad’s app. Dialpad’s mobile and desktop apps offer a seamless experience across devices, with access to features like call recording, call transfer, and messaging all in one place. This makes Dialpad a preferable option for businesses with remote or hybrid teams that need full functionality on the go.

AI-powered insights

One of the standout features of Dialpad is its AI-powered insights. It includes real-time transcription, sentiment analysis, and call coaching, which are beneficial for sales and customer service teams. These tools can help identify trends in customer interactions, allowing for targeted training and improved service delivery.

Pricing comparison – Google Voice vs Dialpad

Pricing structures between Google Voice vs Dialpad vary, especially with the number of users and required features.

Google Voice pricing

Google Voice has a straightforward pricing model:

• Starter: £8 per user/month – basic calling, voicemail, and SMS.
• Standard: £16 per user/month – includes unlimited calling in the UK, voicemail transcription, and desk phone support.
• Premier: £24 per user/month – adds international locations, advanced reporting, and eDiscovery for larger organisations.

For UK businesses, the Standard plan is often sufficient unless your company has a significant number of international clients.

Dialpad pricing

Dialpad offers more flexible plans with added features:

• Standard: £12 per user/month – unlimited calling within the UK, voicemail transcription, and integrations.
• Pro: £20 per user/month – adds CRM integrations, call recording, and analytics.
• Enterprise: Custom pricing – includes all features, including enterprise-level support and scalability options.

Dialpad’s Standard plan is suitable for smaller businesses, while larger organisations can benefit from the Pro or Enterprise options. The added cost for Pro offers extensive call handling features that can improve customer interactions.

Ease of use and setup

Both Google Voice and Dialpad are easy to set up, though Google Voice has a slight edge for businesses already using Google Workspace. Dialpad requires some setup, especially for integrating CRM and other tools, but its intuitive design and excellent support make it manageable for teams without dedicated IT resources.

Customer support

Google Voice provides limited support options, mostly relying on online help articles and forums. Direct support options are restricted, which can be frustrating for businesses needing quick assistance.

Dialpad offers a more comprehensive support experience, including live chat and phone support for Pro and Enterprise plans. This added support can be crucial for companies where phone system downtime can significantly impact operations.

Pros and cons

Google Voice

Pros:

• Affordable pricing for small businesses
• Seamless integration with Google Workspace
• Basic calling and voicemail features suited to simple needs

Cons:

• Limited integrations and advanced features
• SMS availability restricted outside the US
• Limited customer support options

Dialpad

Pros:

• Advanced call handling and AI-powered features
• Full SMS and MMS support in the UK
• Extensive integrations and support for hybrid work environments

Cons:

• Higher costs for Pro and Enterprise plans
• More complex setup for CRM integrations
• Features like sentiment analysis may be excessive for small businesses

Which one is right for your business?

The best choice between Google Voice vs Dialpad largely depends on your business needs.

• Choose Google Voice if you’re a small business with basic communication needs and already use Google Workspace. Google Voice’s simplicity, affordability, and integration with Google tools make it an ideal choice for straightforward requirements without complex call handling.
• Choose Dialpad if you require a more comprehensive communication solution with advanced call handling, AI insights, and broader integration options. Dialpad’s higher-tier plans make it particularly valuable for businesses prioritising customer service, sales support, and remote team collaboration.

Conclusion – Google Voice vs Dialpad

In summary, Google Voice offers a budget-friendly and straightforward solution for businesses needing a basic phone system, while Dialpad delivers a more feature-rich option tailored to organisations looking for a powerful communication tool.

If your business requires advanced call management and customer insights, Dialpad’s added functionality can enhance efficiency and customer satisfaction. Conversely, if simplicity and cost are key, Google Voice provides solid value.

Selecting between Google Voice vs Dialpad ultimately comes down to your business’s specific requirements, growth trajectory, and budget. Weighing these factors will help you make a well-informed decision, equipping your business with the right communication tool for long-term success.

FAQ – Google Voice vs Dialpad comparison