--- title: "Dialpad Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Dialpad. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Dialpad is a good fit for you!" source_url: "https://www.softwareadvice.com/live-chat/dialpad-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Call Recording Software](https://www.softwareadvice.com/call-center/call-recording-comparison/) / [Dialpad](https://www.softwareadvice.com/voip/dialpad-profile/) / Dialpad Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/voip/dialpad-profile/) Reviews [Alternatives](https://www.softwareadvice.com/voip/dialpad-profile/alternatives/) # Dialpad User Reviews ## Reviews summary - Overall rating: 4.2/5 - Total reviews: 570 ### Secondary ratings - Ease of use: 4.3/5 - Customer support: 4.0/5 - Value for money: 4.1/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 296 reviews (52%) - 4 stars: 170 reviews (30%) - 3 stars: 53 reviews (9%) - 2 stars: 16 reviews (3%) - 1 star: 35 reviews (6%) ### Most mentioned pros - The platform is user-friendly, works well across devices, and helps streamline communication with staff, students, and families. - The mobile access and call management features were especially helpful for staying organized and responsive throughout the school day. - It allows us to have call centers with multiple agents that are part of a team get calls routed based on a specific preference, which is also ideal for both support and sales. ### Most mentioned cons - The lack of accountability and responsiveness from Dialpad's customer support is the biggest downside. Despite numerous attempts to resolve a billing issue, they consistently fail to provide solutions, leaving us overcharged for services we don't use. - Live chatting with a person or getting someone on the phone is difficult. - We can not rely on the reporting as it is glitchy. When doing something very simple like searching for a call history. ## Dialpad customer reviews Showing reviews 1-25 of 570 (page 1). ### Simple, Reliable, and Effective - Overall rating: 5/5 - Reviewer: Mary Ellen E. - Verified reviewer: Yes - Industry: Political Organization - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2025 - Review source details: This review was submitted organically. No incentive was offered Overall, Dialpad has provided a consistently positive experience with clear calls, useful features, and solid reliability. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The best part of Dialpad is its ease of use, clear audio, and dependable performance during daily work calls. #### Cons After six months of regular use, I can say that I have not identified any cons or weaknesses with Dialpad at this time. --- ### Dialpad is very effective and comprehensive - Overall rating: 5/5 - Reviewer: Holly B. - Verified reviewer: Yes - Industry: Legal Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It was a comfortable environment with chat , video, crm. Everything needed to avoid have to use an outside vendor. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Everything was synchronized in one platform and easy to click on. It was a all in one platform with salesforce crm and dialing platform. #### Cons There is a learning curve to everything. It provided dashboard analysis and suggested AI components which is a little eerie and big brother #### Reasons for switching to Dialpad They wanted to have AI integration and scalable solutions for all the call centers. --- ### Great app for business phone calls - Overall rating: 4/5 - Reviewer: Shalee J. - Verified reviewer: Yes - Industry: Real Estate - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Really like it! Wish it had a mass text option as well. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros I like that you can have a phone number besides your personal phone number but never miss a call. I also like that you can have departments and track users stats. Helps with accountability #### Cons I wish that when you were assigned as an assistant to someone you could see their texts. That really has been troublesome for us. Also if someone texts the main line and then you try to text them back from your personal line they still get the main line to text back. causes missed communications. --- ### Looks good. Works Well. BUT you get what you pay for. - Overall rating: 3/5 - Reviewer: Skyler G. - Verified reviewer: Yes - Industry: Construction - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered From an operational standpoint, Dialpad is fine for a small volume call center with very straight forward data requirements. If you're a data centric company or coming from a VOIP service with more robust reporting, there will be a learning curve. Uptime is solid. No performance issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Friendly sales and onboarding teams. Dialpad has a simple UI system and is not overly complex. The AI tools seem to work well. The transcription is better than I have seen in many VOIP softwares. Dialpad is reasonably priced. Playbooks, Moments, and other tools are useful and work well. #### Cons Our onboarding team was spread too thin. Questions took WEEKS to answer. Customer support is slow. Live chatting with a person or getting someone on the phone is difficult. Their AI helpdesk is highly robotic. Helpful at times but doesn't do well with nuance. Reporting is limited and on the rails, meaning no customization in any real sense. You can only pull meaning full info from one Contact Center (skill / queue) at a time. If you do try to pull data out simultaneously for multiple contact centers (skills/queues) the system vastly restricts the data you can get. The export formatting is awful and you can't choose which data you want in your reports or what order you'd like the report to be in. You have to export reports to get the data you want in the way you want but you'll have to spend 15min reformatting and combining spreadsheets to tease out the data or trends you want. #### Reasons for switching to Dialpad We switched to save money. It was a purely financial decision. --- ### Dialpad Review - Overall rating: 5/5 - Reviewer: Pauline A. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, this software is great as a main communicator with clients, it is AI powered but not too much, our clients does not have any feedbacks about this #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Navigation: User-friendly AI software, the moment we start using it as our main communicator, it only takes us minutes to be familiarize with its functionalities , plus the AI voice integration helps us minimize the background noise when we make calls to our clients. #### Cons So far, i haven't experience any downsides with this software, everything is smooth upon login, from calls to notifications. I have one minimal feedback about the recipients can opt-out messages from us senders, hopefully this can be improved or modified as not all users of dialpad were telemarketers, it is being use in companies like Aya for healthcare staffing where maintaining communication with healthcare professionals is a must. #### Reasons for switching to Dialpad We don't know the exact reason, our company just notified us we will be switching to dialpad --- ### Experienced professional daily user - Overall rating: 4/5 - Reviewer: Olga D. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: Self-Employed - Product usage: Used daily for less than 2 years - Reviewed: January 2026 - Review source details: This review was submitted organically. No incentive was offered Most of the time it's a very positive experience with reliable connection during the call. Once in a while it glitches though. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It's reliable most of the time and integrates well with other platforms to streamline patient calls and documentation. #### Cons Sometimes it's too slow to start dialing a number and other times it doesn't even try to dial for unknown reasons. #### Reasons for switching to Dialpad Company I work for decided to switch to streamline services. --- ### Good phone system, never had any issues - Overall rating: 5/5 - Reviewer: Alex S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use app, texting (sending and receiving), support and considerate pricing. We also lave the recording and transcribing feature. #### Cons Sometimes the process for getting a new number is a bit tricky, but this is because of regulations for specific countries. #### Reasons for choosing Dialpad Dialpad looked as more reliable and value for mone. #### Reasons for switching to Dialpad Aircall was more expensive with similar features. --- ### Meh!😑 limited integration capabilities, difficult to get support - Overall rating: 3/5 - Reviewer: Ariel L. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered My overall experience with dial pad is neither negative or positive. If I had to consider the phone system, we were using prior to migrating to dial pad. I would say I would prefer dial pad over that phone system, but there are still many limitations with this phone system related to integration with our CRM #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros I do enjoy that dial pad integrate with our main CRM system HubSpot. It allows us to have call centers with multiple agents that are part of a team get calls routed based on a specific preference, which is also ideal for both support and sales. #### Cons What I typically find I like least about dial pad is their support team. I find it difficult to get issues addressed and resolved. I also do not like that. The integration with HubSpot is very limited and we typically run into issues for things are not getting associated or logged correctly #### Reasons for switching to Dialpad Needed integration with CRM and Kixie did not support that. --- ### dialpad 1000/1000 - Overall rating: 5/5 - Reviewer: Lacie R. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 5001-10000 employees - Product usage: Used daily for less than 6 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. i really like it and how it has made my calls sound so much and now nobody can hear my baby crying, its a blessing #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros that it has everything all in one app!! makes it smooth!! also love being told when lunch is soon really keeps me on track #### Cons wrap up codes, we need more options like, confirm appointment, clinical questions, and a call disconnected code, instead of noting it. #### Reasons for switching to Dialpad company did the switch we had no choice in it. --- ### DialPad Is The Best! - Overall rating: 5/5 - Reviewer: Earnessa P. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love the feedback on how I handled a customer's call! Navigating through the system is easy. Transfers are simple. #### Cons Nothing, it's easy to navigate. Text messaging is very simple and helpful. I think the security is one of the best I've ever seen. #### Reasons for switching to Dialpad Five9 just wasn't a good fit for this company. --- ### Look elsewhere - Overall rating: 2/5 - Reviewer: Shauna M. - Verified reviewer: Yes - Industry: Financial Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered We bought supported phones and paid for premium onboarding. It's been disastrous. A month after our go-live date, we are still struggling to get basic features to work. Among the worst, we learned callers could hear what we said while they were on hold. Their support team seem to be googling answers. RECORD THE SALES PITCH. Promised features don't exist. Also beware that there are huge amounts of taxes and fees that they don't tell you about when giving you a quote. I was quoted $540, but they did not give me any indication that they would add nearly 40% to my monthly fee in taxes and fees, making it actually $750. #### Ratings breakdown - Ease of use: 1/5 - Functionality: 1/5 #### Pros The AI transcription is nice, and the soft phone is nice. There is a robust set of features. #### Cons They misrepresent available features. I was told we could have Teams availability synced so that our phones wouldn't ring when we were in meetings. I was also told that if we had Microsoft synced, we would be able to see contextual emails for that contact and anyone inside our domain. Neither of those is true. #### Reasons for choosing Dialpad Offered more integrations with other products, promised features that don't actually exist. Oops. --- ### Great product great team - Overall rating: 5/5 - Reviewer: Joshua S. - Verified reviewer: Yes - Industry: Wholesale - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I love Dialpad and their desire to do business and make and keep us as customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love that Dialpad literally worked with my company to get us out of our terrible contract with our previous VoIP and that allowed us to setup and configure a call center. Call center and documentation and auditing is great for giving peace of mind and accountability to our employees and customers. #### Cons There was literally nothing I disliked about Dialpad. Dialpad is a great system and great for the price. #### Reasons for choosing Dialpad The desire and ability to work with my company and make us customers as well as the services offered #### Reasons for switching to Dialpad 8x8 is horrible and does not offer anything other than phone service and their customer service is impossible to work with. --- ### This is the next step in IP phones - Perfect for working from home - Overall rating: 5/5 - Reviewer: TJ N. - Verified reviewer: Yes - Industry: Financial Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. This has been one of the best decisions our IT team has made. We tested the other cloud phone providers, with none providing the fully featured, simple and reliable system as Dialpad. Adding users, configuring phone trees, configuring main lines, adding fax, everything is simple, fast, and intuitive in their system. With integration into Hubspot, which we already used as our CRM, our management has even more insight into their sales team's performance. Our user feedback has been overwhelmingly positive. Our ability to have users work from home and have 100% full phone access cannot be overstated. This is probably the biggest takeaway anyone should take from reading this. Absolutely no disruption in our ability to call or make calls when switching our entire office to working from home. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Deployment cannot get any more simple. Set up the user in the web interface, put in 4 digit activation code on phone. Done. Work from home - SIMPLE. With Office 365 integration, users simply use their email and pass to sign into Dialpad from their personal cell phone, personal computer, work computer, anywhere. Just moved offices, our phone system was the only system that required no extra setup. Just plug in at the new location, and everyone is working like normal. Simple and intuitive. Reliable, priced perfectly, full of features. #### Cons I used to have cons with the limited abilities admins had over users' settings like call forwarding (for example, if an employee is sick and forgot to set her calls to forward to someone else). This has been fixed recently, and at this point I cannot think of any con. #### Reasons for switching to Dialpad Shoretel was outdated, required on-premises equipment, and required trained support to help with some of the smallest issues. Physical appliances would fail, leading to major phone downtime randomly. --- ### Game Changer - Overall rating: 5/5 - Reviewer: Jonathan G. - Verified reviewer: Yes - Industry: Construction - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered So far it is great. The integration with our CRM makes outbound calling, holds and transfers so much easier while linking the call to the customers profile. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ability to have one phone but two numbers and have one always recording your conversations to give out. #### Cons The home page is a little clunky, takes some messing around with too figure out where things are at. --- ### The Best VoIP Solution For Business - Overall rating: 5/5 - Reviewer: Regan D. - Verified reviewer: Yes - Industry: Management Consulting - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. For our business VoIP needs, Dialpad is and has always been awesome. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros We have used Dialpad as a VoIP solution and it has been amazing. Using the tool is easy and it comes well equipped. I like that we can effortlessly customize the tool to fit our needs. #### Cons Dialpad meets our needs straightforward. No issues yet. --- ### Great dialer with great AI functions. Great for enterprise not SMB - Overall rating: 5/5 - Reviewer: Jimi J. - Verified reviewer: Yes - Industry: Entertainment - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Solid dialer with good tools for sales management but there are lower cost options that also do the same thing. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros AI Agent, Local Presence, Call Barging were all great tools that made managing/call coaching reps on the phone better #### Cons Cost. Other dialers do the same thing for cheaper. Sometimes getting a hold of your rep takes time --- ### Dialpad Review - Overall rating: 4/5 - Reviewer: Jason B. - Verified reviewer: Yes - Industry: Construction - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall good. The user interface was also a positive. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I liked how you could send text messages over Dialpad. #### Cons Transferring calls was not always the easiest. --- ### Dialpad Review - Overall rating: 5/5 - Reviewer: Liezel T. - Verified reviewer: Yes - Industry: Hospitality - Company size: 201-500 employees - Product usage: Used monthly for more than 2 years - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered The overall experience with Dialpad is great. You can easily call and in case you missed a call, it's recorded for you so you can playback. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like most about Dialpad is it's a very straight-forward platform. It's like using a dialpad on your phone. #### Cons So far, there's nothing I like least about Dialpad because it's very easy to use. --- ### Connect with your colleagues using this App. - Overall rating: 4/5 - Reviewer: Ketan M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, it's a good product if you don't have any other phone system in your business. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Functionality: 5/5 #### Pros The ability to send messages, host a meeting, share the screen, share files through the app. #### Cons Receiving phone calls from people not on your contact list. --- ### It helps simplify work - Overall rating: 4/5 - Reviewer: Brian B. - Verified reviewer: Yes - Industry: Electrical/ Electronic Manufacturing - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered It helps to have a joint performance with the entire work team and with the help of artificial intelligence all processes are faster and easier to carry out #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros It has a set of tools that brings together several tasks in a single platform, automating processes helps reduce workflows and helps us as a team to stay active, well communicated with the same information, all working and sharing processes to scale performance and evolution #### Cons At first it can be a bit complex to use because of all its tools, I was confused about where I could do each process, but over time I learned how it works well and nothing has failed me --- ### Cloud-Based Office Phones Increase Productivity - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for less than 12 months - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I admit I was somewhat hesitant for our office to move from a traditional phone system to a cloud-based one. After using Dialpad for nearly a year, I honestly can't remember why I had hesitations in the first place! This system makes my work communication simple and efficient. I'm in and out of the office all the time, so it's been great to be able to answer work calls wherever I am. Our staff uses the messaging function to interact with each other on team projects. I love the fact that you can easily look over your call history list and edit call information to the name of the caller -- I don't have the need to scribble phone messages on paper anymore because it's all conveniently on the app! In addition to receiving voicemails on your phone, you can get emails including them too, so if you need to pass the message on to a co-worker, it's just a simple email forward away. Another awesome feature is the call data. You can track how many people are calling your organization during a specific time period, what percentage of those calls are getting answered, and who in your organization is making the most calls, along with much more data. These metrics can be used in a variety of ways to make your staff more efficient and engaged. The interface is easy-to-use and understand. Once you have the app on your device and configured appropriately, it's nearly problem-free. It makes me more accessible to our clients and helps keep our team on the same page -- what's not to love? #### Cons The number one issue you will need to get used to using this product is the slight delay that happens from when you speak your words to when they are actually heard. This results in a lot of accidental talking over your caller, but once you use the product for a while, you will get the hang of it. You can set up the app to use wifi or your calling plan. If you use your calling plan (which you must when you are away from a wireless router), you can get calls with bad connection or even drop a call. If you do have an issue during your call, you have the ability to give the call a one to five star ranking. If you rank the call low, you can add details about the problem, and then support will take a look and try to address the problem if possible. So there are issues, but I think the benefits definitely outweigh the negatives. --- ### Cheaper than most, but you get what you pay for.. - Overall rating: 2/5 - Reviewer: Amber K. - Industry: Management Consulting - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 2/5 #### 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. --- ### The most advanced and affordable option out there - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Media Production - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### Promising service BUT... - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Media Production - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Mobile communications for a small business. Call recording. Conference calls. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 1/5 - Functionality: 3/5 #### Pros In fairness to the "But/Cons" that I will mention, this is the second business that I've used Dialpad for. I've loved the flexibility of the service! Apps for all big platforms, and it has been fairly reliable for VOIP. I love their call recording and uberconference is decent although it would be SO helpful to be able to share videos better. #### Cons There are some features that a business would expect to have. The ability to delete a license or to migrate a user... or to view messages from an employee. Why wouldn't an admin have access to this? THis is a business service not for personal calls!!! I had a huge issue with an user threatening to sue & harm me and was contacting my clients and badmouthing my business. Dialpad said that I would need a court order to view those communications!!! WHAT? I'm paying for the service! It's MY account! I had a desperate need to see what damage that he was causing and Dialpad wasn't there for me and likely won't be there for you either! Also, they would take a full day to respond to a support message allowing him to do further damage as I waited and waited. I could delete him, but then all messages/evidence would have been lost. I practically begged Dialpad to call me and they said that my plan didn't include phone support. I would have thought that Dialpad hearing that their service was being used to threaten people would have caused Dialpad to take greater measures to help their customer. Even when they tried to help they caused technical glitches and delays that allowed the user to delete almost all of his messages to hide his behavior so I still have little idea what kind of damage the he caused to me. When the account was finally assigned to a new user I asked to speak to a manager and the never heard back from my requests. Serious flaws here!!! --- ### good value but buggy. - Overall rating: 3/5 - Reviewer: Harry R. - Industry: Health, Wellness and Fitness - Company size: Self-Employed - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. As primary business phone line, Dialpad fits the bill. I can make and receive calls for my business on my personal phone without revealing my personal number, and I can maintain a minimalist customer list. As a mobile-only (not an enterprise) user, there’s a lot that the app can do which I don’t need. Dialpad appears to have capabilities that can support my business growth (additional users and physical locations), but I’ll be wary of whether their inconsistent iOS interface is an indication of spotty development overall. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 2/5 #### Pros Note: Dialpad offered gift certificates to reviewers. I think that’s shady. But I have used the app 2+ years. Best: I am a sole proprietor (single user) & love that this app gives me a business phone number that rings to my personal device. That’s genius, a good value, and worth all interface hassles. Also, support has improved a lot. I get timely, thorough responses to issues: there’s a star-rating requested every outgoing call, and when I have reported issues (rare, such as one-way audio), they’ve sent detailed analysis explaining what happened. At least one bug I reported (an issue where the keyboard covered most of the comment field on a feedback window, with no scrolling) has recently been fixed. #### Cons Dialpad scores terribly on its interface and on interoperability with other apps. The contacts-search function won’t access iOS Contacts (even with access granted in Settings): type a name in search, and it will sit & spin all day. It doesn’t even time out. The app provides a skeleton contacts function (name, phone numbers, emails, company, and title—that’s it), so I lose a lot of functionality that’s essential for a communications app. Similar fail when sharing a picture from Photos: tap Share, select Dialpad, and the app will open to the eternal spinner (yet the app will acceess Camera and Photos the other way around). Also, unlike iOS Messages, when I start a text in Dialpad and need switch screens or apps, the draft text goes away. Lost time & effort. These issues are all long term, so clearly, the development team just has not prioritized basic functionality in their phone app. ## More reviews [Next reviews](https://www.softwareadvice.com/voip/dialpad-profile/reviews/?page=2) --- Dialpad Reviews, Pros and Cons - 2026 Software Advice