What is DialPad?

DialPad provides one of the pre-eminent business VoIP communication platforms currently available to small, medium, and large businesses. With customers like Uber Technologies, Stripe Inc, WeWork, and Motorola Solutions, you’d have to think that DialPad is doing something right. DialPad’s all-in-one communication platform does away with the usual business solutions that use multiple applications stitched together. You get chat, audio, and video, which can be used and transferred between any device. All in one interface and under one contract.

Parent company Dialpad Inc was incorporated in late 2002 and is headquartered in California. Founded by Craig Walker, previously of Google and Yahoo!, Dialpad claims to be the global leader in AI communications for business. The company doubled down on this recently with the announcement of a real-time, predictive engine for customer satisfaction, Ai CSAT, to be fielded as part of its Customer Intelligence offering. DialPad Inc has 11 global offices, and a recent funding round has valued the company at 2.2 billion.

DialPad’s central focus is simplicity, great design, and great pricing, with its native cloud-based app working on all devices. Despite the company’s heavyweight clients, basic business phone and video communication are available at $15 per user per month for their Standard plan. All plans gain access to DialPads AI-based voice intelligence that uses natural language processing and machine learning to track keywords in customer conversations, automate post-call summaries, transcribe meetings, and even detect customer sentiment. You also get unlimited calling, call transfers, custom voicemail, and off-hours routing. The software integrates with G Suite and Office 365.

Choosing the Pro plan adds local number support in over 50 countries, 24/7 customer service, Salesforce integration, and API and Webhooks for developers. Under all plans, the core video conferencing feature allows unlimited conferences, but capped at a 45-minute duration with a maximum of ten participants. Screen sharing and unlimited call recordings are included. Adding the Business video conferencing plan increases participant numbers to 100, with five-hour conference durations. You also get custom hold music and auto-dial out to participants. Enterprise clients can also get a 100% uptime service level agreement.

What popular features do you get with DialPad?

  • A 100% uptime SLA for Enterprise clients
  • AI-based voice intelligence as standard
  • Call analytics as standard
  • Ease of use

  • Great entry-level pricing
  • Live call switching between devices
  • Multiple call routing options
  • Post-call summary

  • Real-time transcription
  • Toll-free numbers

Customer Support is available at DialPad

For customer support, you can ring, submit a ticket online, or use the multilingual chat service. On the standard plan, your customer support is limited to 24/5, i.e., Monday to Friday. Upgrade to the Pro plan, and you’ll get 24/7 support. There’s also a comprehensive self-help center with a wide range of articles.


What kind of business is DialPad ideal for?

Given the pricing and functionality, it’s hard to think of a business that DialPad doesn’t suit. Solopreneurs can get started on the Standard plan at a low cost while gaining true device mobility and all the features needed to get a business started, including basic integrated video conferencing. The AI-based voice intelligence automation of post-call summaries and transcription of meetings is a huge benefit to someone on their own.

Established and medium-sized businesses receive all those features while gaining local number support in a wide range of countries and 24/7 customer support. At the next level, Enterprise clients gain an impressive service level agreement and Okta identity management integration. All plans can choose to remove the video conferencing caps with a small extra monthly charge per user.

Pros and Cons

  • Artificial intelligence capability as standard
  • Intuitive multi-level call routing
  • Feature-rich entry-level plan
  • Crisp, clean, unified workspace
  • Ease of use
  • Device agnostic software
  • Live call switching between devices

  • No 24/7 standard plan support
  • Low video conference participant limits

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How much does DialPad cost?

*based on information provided by the vendor. Actual cost may vary.

You can trial the DialPad features with their offer of 14-days free. From there, you need to select a suitable plan from either Standard, Pro, or Enterprise. Each has a minimum license purchase of one, three, and 100, respectively. All plans get standard video conferencing capability, with an extra cost per user per month providing enhanced features.

DialPad also offers specific plans for contact centers and sales dialers, each having a Pro and Enterprise plan between which to choose, both of which require a quote.

Standard business phone plans receive unlimited calling in the US and Canada, with other locations metered. Basic call controls, transfer, hold, and mute, are included. You can customize a voicemail greeting and receive voicemail transcription. Customized off-hours call routing and integration with G Suite and Office 365 are standard. US and Canadian residents can add on a fax capability. The plan costs $15 – $20 monthly depending on how you chose to pay.

Pro plans receive everything in the Standard plan with the addition of up to 25 ring groups, local number support in over 50 countries, and 24/7 phone support. You also get integration with Salesforce, an API, and Webhooks. The plan costs $25 – $30 monthly depending on how you chose to pay.

Enterprise clients receive everything in the other plans, but with unlimited rig groups and office locations, enhanced 24/7 phone support, and integration with the identity management service, Okta. Price depends on customised package so you need to call to get a quote.

You can also upgrade to include video conferencing for $10 or $20 monthly depending on your payment preferences.

Final thoughts...

DialPad offers a solid set of products and services. While other providers may have more features, DialPad provides a stable, secure, scalable, and efficient communications platform. Also, you can’t help but be impressed by the AI capability being a standard feature. The pricing structure is great for small businesses, although those not in the US or Canada should be careful to work out the added costs of the metered calls, texts, and faxes. If you don’t need the extra features offered by some other providers, DialPad must be near the top of your list as your next communications platform.