Dialpad Software


 

Dialpad is a cloud-based business VoIP solution for small businesses across various industry verticals. Key features include call routing, call controls, admin capabilities, voicemail, meetings and collaborations.

Dialpad's custom call routing allows users to determine the course of action for incoming calls. Users can also set up rules that send calls to operators, a virtual assistant or to voicemail. Call control features such as status, caller ID, call recording, call waiting and three-way calling help users to handle their calls.

Dialpad's admin capabilities include toll-free numbers and number portability that allows users to port their existing business numbers to the solution. Web conferencing, messaging and video calling are some of the collaboration features that help team members to communicate and share resources with each other.

Additionally, Dialpad supports integration with various third-party systems such as Microsoft Office 365, Zendesk, G Suite, Salesforce and LinkedIn. Services are offered on a monthly subscription basis that includes support via phone, email and product videos.

 

Dialpad - Dialpad messaging
 
  • Dialpad - Dialpad messaging
    Dialpad messaging
  • Dialpad - Dialpad app settings
    Dialpad app settings
  • Dialpad - Dialpad voice ai sentiment
    Dialpad voice ai sentiment
  • Dialpad - Dialpad voice ai sentiment
    Dialpad voice ai sentiment
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10

177 Reviews of Dialpad

 

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Software Advice Reviews (2)
More Reviews (175)

Showing 1-2 of 2

Marlon from PSG Global Solutions
Specialty: Other
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

The future of desk phone

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, I like it and this has been my favorite soft phone app so far.

Pros

This will eventually replace the traditional desk phone. Easy to use and easy to manage. Everything is at the tip of your finger.

Cons

You need internet connection to use this application. Also, when recording a call, the person on the other line hears the voice recording prompt.

Review Source
 
 

Amber from Civil Engineering
Specialty: Professional Services
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Cheaper than most, but you get what you pay for..

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I feel like the cons outweigh the pros at this point. We have had the system for 9 months and I am ready to go back to regular desk phones and a local phone/internet company.

Pros

I love the features and they are easy to change and update. Being able to get rid of desk phones and give every employee their own direct line number is great ( for the employees who need one) Transferring calls is easy and I like the feature that it asks you if you would like to "ask" the person if they want to take the call or not. I love that it keeps track of phone calls, times, and send monthly reports regarding all calls ( dropped calls, missed, minutes used etc.) Being able to easily transfer calls to an employees cell phone is useful.

Cons

It starts to get a little pricey the most employees you have. The "Fees" attached to the price are outrageous! These fees are described as : "Federal Universal Service Fund" , "Federal Regulatory Assessment Fee", "State and Local taxes" , and "Compliance and Administrative Cost Recovery" ( the compliance and administrative cost recover is the highest fee and I have no idea what it means or what it is for). I know we have to pay taxes, but when we had our old phone system ( through a local utility company) we didn't pay these fee's? Using Dialpad has tripled our office phone cost, and that's before you buy the needed headsets for use.
You have to add each and every employee that ever needs to use the phone and there is a monthly cost added to your bill ( cost plus fees), I have 3 employees who rarely ever use the phone for work, and I have had to add them as full users. There is no way to have a "main" phone or line that multiple employees can use to make or receive calls. It is not cost effective because I have had to add those three employees to the system, just so they can make a few phone calls per year.
There is a very big delay when you have calls forwarded to your cell phone.
When we chose Dialpad we chose it because of the features and price, the price looks good at first, but as you add employees and all the fee's it's extremely high.
Above and beyond any of these things, the customer service is very lacking. It is the worst customer service I have ever received from anyone. You cannot make a call to customer service, you can only use email. The "help" or response is not automatic, so if you are experiencing issues with the system ( which happens more than I think is acceptable for a business phone system) you have to wait sometimes 1-2 days to get a response or help. They did offer to "upgrade" us to a premier account, which just costs even more money. If you have a premier account you can have a phone number to call and actually speak with someone in customer service. We have had many issues with dropped calls, callers not being able to hear us, fuzziness in calls etc. These things are no big deal if they happen rarely, but they are fairly regular. When customer service does get back to you, they are incredibly rude and not very helpful, and it's usually 3-4 back and forth emails before a resolution is given or the issue is fixed.

Review Source
 
 
 
Showing 1-20 of 175

Michael from Flexport
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

Solid desktop phone application

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Dialpad routes calls seamlessly to my computer, helping to ensure I don't miss an important phone call.

Cons

Although not common, calls have dropped for me on occasion.

Review Source: Capterra
 

Brad from Calldrip
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Dialed - Our go to phone system moving forward!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We originally used Dialpad as a temporary solution while we transitioned offices but we chose to keep Dialpad after we saw all the features and functionality they offered. We will be using Dialpad far into the future.

Pros

What I liked most about Dialpad was the ability I had to implement it, and use it while transitioning to a new office. Dialpad was great to work with us through our move and we did not have an interruption in our service. We love the user interface and how easy it is to navigate. It is also really easy to onboard new employees.

Cons

At this time, I do not have any complaints with Dialpad. Their pricing is fair and their software works great!

Review Source: Capterra
 


November 2018

November 2018

Great VOIP Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is nice to be able to provide a dedicated number to clients without having to use your personal cell phone number.

Pros

Easy to use anywhere you are in the world and on the go, whether in your office or on the road. It is great to have one central number for business that is totally mobile.

Cons

I have two numbers and sometimes find the call logs confusing. Also, when an incoming call is received you are not made aware which number the person has called.

Review Source: Capterra
 

Shubham from OATI
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Best app for call centers

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The one of the best thing is it improves he voice quality which is the most important thing for call centers and it has application for both mobile as well as desktops, it's use is so easy that anyone can understand is easily and reporting is also so easy in this application like if we want to report a missed ,received or not picked calls it is the solution.

Cons

Some of the cones are it requires strong internet connection and it's customer support service is very slow and we need to update it very often .

Review Source: Capterra
 

Venitria from PPAZ
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

I love it!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The set up is very easy to use and manage. Works great on android.

Cons

There are difficulties sometimes when using over Wi-Fi.

Review Source: Capterra
 

Darin from Paystubz
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Dialpad

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Dialpad has been a great improvement over the traditional, legacy PBX phone system we used to have. For a small, professional services business like ours, Dialpad was a huge leap in efficiency and cost from what we had before. SaaS VOIP systems are definitely the way to go!

Pros

The cost, the functionality, and the flexibility with the mobile app.

Cons

Some of the admin level controls were lacking or not intuitive, however, I recently saw the admin panel has been revamped, so some of these issues may have been addressed (not had much time dig into the new updates)

Review Source: Capterra
 

Adam from KLF
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Let down

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Horrible

Pros

Log in online and supposedly be able to customize

Cons

No call history, quality of call, need special phone

Review Source: Capterra
 

Alexander from Code42 Software
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

out of this world customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Easy to use and visually appealing.
The customer service is where this company shines

Cons

some very basic actions require you to call customer support.
I'm sure this will all be fixed soon

Review Source: Capterra
 

KJ from Insurance Engine
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Great platform for stable and innovative VOIP

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Exceptional product that's progressed quite a bit since I first became a customer.

Pros

Simple to set up, great pricing structure, yet powerful and stable solution that is more reliable than the competition.

Cons

Customer service can be a challenge. Had a billing issue and they blamed me and refused to refund money when they were double billing me.

Review Source: Capterra
 

Daniel Mario from SYNCrew
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Dialpad

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall positive, but I think they need to do some improvements on the app and general reliability.

Pros

Good for using as your business phone as you can move between app and desktop, do out of office, voicemail and auto attendant, etc

Cons

The app doesn't sync very well with with the desktop. I still see old messages and calls as unread on the app even after manually refreshing. Sometimes the system goes down as it has a couple of times this year, leaving us with no calls for a little while. Also, importing contacts is clunky, you ned to send files to their support team, there should be automated tools to do this.

Review Source: Capterra
 


November 2018

November 2018

Flashy, Expensive, Reliable

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Because me and my colleagues often work on the road or from home, it is essential that clients have a single number to reach us no matter where we are. Dialpad offers that, but only as a single point of contact for the organization (although I could pay a bunch more and have extensions or separate numbers, as mentioned above). The reliability is great, ease of use is ok, functionality for the price is low.

Pros

The interface is sleek, albeit a bit difficult to navigate. Once you know where to look for the functionality you need, it's great. The other thing I'd mention is uptime/reliability--I've never encountered a problem in that regard.

Cons

The thing that I would LOVE to see from Dialpad is the ability to have at least some extensions (for departments or individuals) without paying for them. Other providers, e.g. Grasshopper, offer this functionality as standard, and it is super useful. Even if Dialpad charged a couple dollars per month per extension, that would be fine. But as of now that functionality is not offered at a reasonable price.

Review Source: Capterra
 


November 2018

November 2018

Two years in to using Dialpad

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We're able to quickly handle changes to our organizational structure, and manage remote workforce with ease.

Pros

Call from anywhere. App for phone, deskphone & laptop. Easily deploy and change phone tree. Emailed voicemails and transcripts.

Cons

HD Calling on iPhone app doesn't work for my phone (iPhone SE) consistantly enough to utilize, although the fallback method works very well.

Review Source: Capterra
 

sarah from Paris Realty Group
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Dialpad improved sales

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

We never miss a sales lead. We are able to track calls and client history and it changed the way we do business.

Cons

There have been some kinks over the past few years but always fixed right away.

Review Source: Capterra
 


November 2018

November 2018

Good, solid phone system management tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Dialpad has allowed our business to not have to be tied to a physical phone system.

Pros

Pretty easy to use and VOIP in general is great b/c it allows us to be very mobile with our business.

Cons

It's a pretty big pain that when we receive the email notification for voicemails, the system doesn't show the contact's name, just the phone number - even if the contact is saved in the system. So, like, I have no idea who the voicemail is from - it just shows me a number - I don't know if it's urgent or I need to ignore from the notice itself and if I'm on the run, it's a major pain to have to go back into dialpad or to have to listen to the voicemail right then. I'd like this feature fixed ASAP b/c it's a major drag.

Review Source: Capterra
 


November 2018

November 2018

The most advanced and affordable option out there

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I love Dialpad. We started with Google Voice back in the day, but abandoned it because it wasn't a flexible office phone solution. Then we jumped into Switch.co because it promised a lot that Google Voice lacked. It wasn't quite right for us yet so we went away from that too. I also tried other solutions along the way. After a few years, Switch.co matured and was rebranded into Dialpad. Since that maturation we've been all in! The new iteration of the platform had the simplicity we needed while at the same time bringing the tech we desired.

The audio delay on this voip service is non-noticeable. Let me repeat that, the audio delay is non-noticeable. We've tried a lot of VOIP systems and that is my biggest complaint. Dialpad delivers on the quality of the audio and the non-noticeable delay.

When we've had issues or questions, customer service was on it in a suprisingly short amount of time. On top of that, they always resolved our issues/questions in a satisfactory way.

This is a great product, but moreso I think they're a great company.

Pros

1) Works on ios/android, computer, and desktop phone. It works well on all the devices I use.
2) You can transfer calls between devices.
3) Each month it gets increasingly better with regular software updates.
4) Simple management of our team phone numbers and departments.
5) It allows for better general office number handling.

Cons

1) When switching from wifi to cellular LTE the call often drops or has issues for a bit (ie. leaving the office, with HD calling enabled)
2) Not great conference integration. I'd rather see a great video chat solution that integrates smoothly, than halfway-there uberconference integration. The pricing is silly w/ uberconference, every one of my lines doesn't need their own uberconference, we really only need 1 or 2 lines.

Review Source: Capterra
 


November 2018

November 2018

Great but not spectacular

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Serves the need that I purchased it to solve, but not a lot of delightful moments.

Pros

I like that it syncs contacts with Salesforce and LinkedIn. I like that it links up to my phone. I like the new text transcriber.

Cons

It is not always consistent or reliable about logging outreach efforts back to Salesforce so you have to do dual entry and it's not clear why. It also doesn't log text messages or what was said in the texts. It doesn't tell me who is calling when it rings through my phone. The text transcriber is pretty inaccurate. I don't like that I can't use emojis on the desktop app.

Review Source: Capterra
 

Jennifer from Advanced Imaging
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Great Phone Option!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The greatest benefits that we see is the lack of needing hardware in our office while still being able to use a very robust system enabling us to transfer calls, have an auto attendant, hold music, etc.

Pros

Dialpad provides a great platform for our business phone needs. The software can be used on our cell phones, computers, and on desk phones as well which we find extremely helpful.

Cons

The only issue we have is when our internet gets spotty, we drop calls.

Review Source: Capterra
 

Tim from Chicago Insurance Professionals
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Dialpad

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I can't recall in 3 years of using Dialpad ever having to call tech support or customer service.
That shows how well the system works with zero down time.

Pros

Every feature under the sun, great price point, and excellent reliability.

Cons

I wish I would have signed up sooner :)

Review Source: Capterra
 

Maria from Streamline
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Needs Improvement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Convenient product for our company, easy to track who responds to messages/calls.

Cons

Buggy sometimes- tends to only call 1 phone per phone number at times and difficult to navigate settings.

Review Source: Capterra
 

Neil from Goro Law, PLLC
Number of employees: 1 employee Employees number: 1 employee

November 2018

November 2018

Mostly good

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Dialpad NEVER works well with the desktop app. Everyone says they have problems hearing me. It’s not the WiFi. I’m on a gigabit connection, 10 feet from the access point. Dialpad doesn’t always ring the iPhone app, which is problematic.

Pros

It’s good for my record keeping with logs.

Cons

Dialpad doesn’t function as it was intended.

Review Source: Capterra