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.



178 Reviews of Dialpad

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 178 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Works well overall, but constantly tries to install updates

Pros

It is easy to use and I really like how it automatically logs calls to Salesforce. Convenient that you can create call groups for it to ring multiple people simultaneously on an incoming call.

Cons

It constantly seems to be asking me to install updates which can be annoying.

December 2018

Michael from Flexport

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Solid desktop phone application

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.

December 2018

Brad from Calldrip

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Dialed - Our go to phone system moving forward!

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!

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Great VOIP Service

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.

November 2018

Shubham from OATI

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

Best app for call centers

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 .

November 2018

Venitria from PPAZ

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

I love it!

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.

November 2018

Darin from Paystubz

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

2 of 5

Functionality

4 of 5

November 2018

Dialpad

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)

November 2018

Adam from KLF

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

1 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

1 of 5

November 2018

Let down

Horrible

Pros

Log in online and supposedly be able to customize

Cons

No call history, quality of call, need special phone

November 2018

Alexander from Code42 Software

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

out of this world customer service

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

November 2018

KJ from Insurance Engine

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

Great platform for stable and innovative VOIP

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.

November 2018

Daniel Mario from SYNCrew

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Dialpad

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

5 of 5

Functionality

3 of 5

November 2018

Flashy, Expensive, Reliable

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

Two years in to using Dialpad

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.

November 2018

sarah from Paris Realty Group

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Dialpad improved sales

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

November 2018

Good, solid phone system management tool

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

The most advanced and affordable option out there

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

Great but not spectacular

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.

November 2018

Jennifer from Advanced Imaging

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Great Phone Option!

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.

November 2018

Tim from Chicago Insurance Professionals

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Dialpad

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 :)

November 2018

Maria from Streamline

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Needs Improvement

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.