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Dialpad was founded by Craig Walker, who also founded Grandcentral Communications which became Google Voice, and a few others that came mainly from the Google Voice project, and backed by a list of investors with impressive reading resumes. Founded in 2011 and headquarted in San Francisco, California, Dialpad has some impressive company stats for a newer company in a competitive market. They boast over 380 employees with 10 offices around the world and over 65,000 customers. Their focus is on four main product areas which they refer to as Business Phone System, Contact Center, Video Conferencing, and Sales Dialer. Our review will focus on their business phone system offering.
The business phone system product is referred to as Dialpad Talk. For completeness they refer to their other products as Dialpad Support (Contact Center Software), UberConference (Video Conferencing), and Dialpad Sell (Sales Dialer Software).
The first thing that is very clear when browsing the Dialpad website is that they are focused on the modern business ecosystem revolving around mobility (work from anywhere) and usage across all your smart devices. At the center of this ecosystem is their user friendly and well designed cloud platform App. From here you can access all your contacts, initiate/receive calls, send/receive messages (SMS/MMS), access your settings, start a video conference and more. It allows you to switch calls between devices making it seamless whether in the office, leaving the office or outside the office. It follows the modern business ethos that your job is not tied to your desk as well as the newer BYOD (Bring Your Own Device) movement, meaning employes can install the cloud platform App onto their own smart devices (desktops, laptops, smartphones etc.). They do support some desk phones, Polycom and Obihai devices, but it is not front and center by any means.
Dialpad Talk has three plan options, called "Standard", "Pro" and "Enterprise". Pricing starts at $15 per month per user for the Standard plan when you sign up for annual billing, and $20 per month per user if you decide on monthly billing. We generally recommend going with monthly billing in case you have issues later on and want to change provider, but the 25% discount is compelling. This plan has a 1 seat minimum requirement so any business of any size can utilize this plan (as we understand it).
The Standard plan includes 1 phone number, unlimited calling and texting in US/CAN, mobile and softphone App support, manual call recording ability, auto-attendant, up to three ring groups, online meetings with UberConference, Gsuite and Office365 integration, as well as features like voicemail transcription, call transfer, three-way calling, click to call, call blocking, caller ID, call waiting, do not disturb, call park, and call forwarding. Support includes their extensive knowledgebase, community forum, web and chat. Note that support for this plan is 24 hours per day 5 days per week, so no weekend support and also no phone support.
The Pro plan starts at $25 per month per user if you sign up annually or $30 per month per user if you go with monthly billing. This plan has a 3 seat minimum, so this plan is for businesses of 3 or more phone users.
The Pro plan includes everything in the Standard plan with some extras like additional numbers allowed, up to 25 ring groups, hold queues, International SMS, and a lot more integrations with external platforms such as Salesforce, Zendesk, Slack, Hubspot, and Zapier, plus access to the Dialpad API's and webhooks. Support is available 24/7 with this plan and also includes the option of phone support.
The Enterprise plan requires contacting Dialpad directly for pricing and most likley depends on your requirements (like number of seats). This plan has a 100 seat minimum requirement so this really is for the larger business. It includes everything in the Pro plan with additions like extensions, unlimited ring groups, as well as Azure, Okta and OneLogin integrations. This plan also comes with a Service Level Agreement (SLA).
All plans include automatic spam detection as well as number porting. Analytics (call) and reporting tools are available for each plan with the Standard plan including a basic package, the Pro plan including an advanced package and the Enterprise plan including a custom package. All plans allow Toll Free Numbers at an additional cost of $7 per number per month (or $5 per month if on annual plan) and $0.02 per minute for incoming calls.
If you want to take this service for a test drive there is a 14 day free trial option. This is pretty straight forward as they most likely give you access to their cloud platform to trial, with no hardware like desk phones required. You can also set up a demo of their system if you prefer a more guided tour.
Customer support has 24/7 coverage with live chat and 24/5 coverage via phone for the Pro plan and above. An online Help center is available with guides, FAQs, and other support resources for both administrators and users. The help center is well organized into categories making it easier to find what you need. It also has a search option which seemed to work well from our keyword/phrase tests.
Dialpad has received a variety of awards and been selected by U.S. News and World Report as 2020's Best Busines Phone for Small Businesses and Startups.
As mentioned above Dialpad do support some desk phones although they are more focused on the cloud platform model. You can buy the Polycom VVX250, VVX350, and VVX450 Polycom IP phones through them for $129, $169, and $199 respectively.
The UberConference service is free with restrictions such as 10 participants max and 45 minute conference durations. Otherwise it is available for $15 per month per organizer if billed annually and $20 per month if monthly. The paid option allows up to 100 participants and up to 5 hour conference durations.
Like most, if not all, VoIP service providers Dialpad has a Fair Use policy as part of their Acceptable Use Policy (AUP). This allows them to impose limits on usage and to inform you if they believe your usage is not consistent with normal, fair and reasonable use. This includes, but is not limited to, number of calls, minutes used and messaging.
This service is really focused on a cloud platform being used across smart devices so they only currently support a few desk phone options. This may not suit some businesses that still rely on the classic desk phone service and do not employ a workforce heavily into smart devices.
The Standard plan is a nice cheaper option but be aware of its limitations, including no phone support and shared line routing only.
If you are a small business of 1 or 2 you may be stuck on the Standard plan until you get that third user. We recommend checking with them to confirm if Dialpad is on your shortlist.
There is a lot to like about Dialpad Talk and from initial research the ex-Google Voice guys have done a really nice job in creating a user friendly cloud platform App that provides mobility and cross functionality designed for a modern business world and our obsession for owning and using smart devices. If you fall into that category then this deserves a closer look.
For those small to medium businesses that are more old school and comfortable with that moniker then you will probably find something more suited by looking elsewhere. Otherwise this is a very compelling option.
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