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Previously known as Switch.co, Dialpad Communications is a San Francisco-based VoIP and unified communications (UC) provider with an emphasis on design, simplicity, and getting rid of physical desk phones in favor of making calls from tablet, desktop, or smartphone apps. It offers a Chrome plugin, as well as iOS, Android, Windows, and Mac apps.

The company offers cloud-based VoIP phone service for startups, small business owners, and enterprise-level customers.

Dialpad is the only business phone platform that is built on the Google Cloud platform.

Dialpad offers four different business phone solutions:

  • Talk: A business phone system with voice, video, and messaging
  • Call Center Support: An inbound call center platform for customer support
  • UberConference: Web conferencing with a meeting room capacity of 100
  • Call Center Sales: An AI-powered sales platform

The company’s site, dialpad.com says that 55,000 companies use Dialpad including the following:

  • Uber
  • Stitch Fix
  • Reddit
  • Hotel Tonight
  • Stripe
  • Domo Asana
  • TED
  • Quora
  • Xero
  • Code42
  • Financial Times
  • Betterment
  • Vivint Solar
  • The Second City

Dialpad Talk Pricing Plans

All Dialpad plans include unlimited calls in the United States and Canada, but offer varying calling features. Here is a breakdown of the main three plans:

Standard Talk: $20 per user per month

  • Unlimited calling in the U.S. and Canada
  • Unlimited SMS, MMS, group text messages in the U.S. and Canada
  • Unlimited Conferencing up to 10 people
  • HD voice and video quality
  • Single Sign-on (SSO)
  • Softphones (or use a Polycom and Obihai desk phone)
  • Includes main phone line
  • Virtual Receptionist
  • Basic analytics
  • Integrations with G Suite, Office 365
  • Only FAQ and email support
  • Chat
  • Voice AI

Pro Talk: $30 per user, per month

  • All Standard-level features
  • Advanced analytics
  • International offices in 40+ countries
  • Automatic recording
  • Voicemail transcription
  • Supports multiple offices
  • Integrations with G Suite, Office 365, Salesforce, Zendesk, ServiceNow
  • Added 24/5 phone support

Enterprise Talk: $35 per user, per month

  • All Pro-level features
  • Enterprise SLA
  • Custom analytics
  • Admin APIs
  • SAML/SCIM
  • Unlimited office locations supported
  • Added 24/7 phone support

UberConference

You'll notice that the three Talk plans listed above cap web conference room capacity at ten users. If you want to use video conferencing for training, a team meeting, or company conference for more than ten people at a time, you need to subscribe to UberConference.

A $15 per user per month subscription to UberConference is called the Business Plan and it will let you add up to 100 people to a meeting, add custom hold music, and allow international web conferencing from more than 50 countries. For more about this service, view Best Company’s UberConference reviews.

Toll-Free Numbers

Customers can get a toll-free number for $5 per month (annual billing) or $7 per month (month-to-month billing), plus $.02 per minute for incoming calls.

Keep reading our Dialpad review for pros and cons.

Have you ever used dialpad at work? Let us know about your experience with this company in our customer reviews section.

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The Good

  • Fast Setup
  • Artificial Intelligence
  • Security
  • Google Cloud
  • Free Trial and Contract
  • International Calls and Messages

Fast Setup

Dialpad VoIP promises a fast set-up time with a simple platform.

Even the company’s voicemail is designed to be easier to setup than traditional work-based phone systems employees may be used to.

Artificial Intelligence

Several artificial intelligence (AI) applications are available with Dialpad’s programs. AI technology analysis is available on the Talk, Sales, and Support applications to offer a better, more intuitive experience for call center clients and the customers they assist.

Google Cloud and Security

All data, both customers’ personal information plus voice, video and text communication data is encrypted end-to-end. When calls are placed with the company’s WebRTC, signaling is done with Websockets and TLS. Voice packets use Secure Real Time Protocol (SRTP) to keep them safe.

Dialpad is built on the Google Cloud Platform’s 256-bit Advanced Encryption Standard and uses geographically redundant storage facilities, meaning multiple physical storage facility locations, so that if one has an outage, your data is still secure.

Free Trial and Contract

You can try Dialpad for free on an existing device with a 14-day free trial and easy setup with your existing Google or Microsoft login information.

Additionally, when you sign up for Dialpad you have the option to either go with a month-to-month contract or an annual billing contract. Month-to-month service lets you cancel whenever you want, while annual billing will save you money in the long run.

International Calls and Messages

International rates will apply depending on your office’s geographic designation. They need to be enabled and have credits added to your account before international calls can be placed.

Your international credit balance will be charged when you make outbound international calls, receive any inbound calls to toll-free numbers, and send text messages to international numbers from your U.S. or Canadian Dialpad phone number.

Users can call any phone number in the U.S. or Canada for free.
International calls can be placed to 179 countries with rates between $0.01 and $3.80, with an average of $0.26 per minute. These rates include mobile phone and specialized options for many countries, not just landline calls.
International SMS text messages can be made to 133 countries with rates between $0.01 and $0.17, and an average of $0.10 per text.

Many other VoIP companies are restricted to less than 100 countries and have higher rates.

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The Bad

  • Tiered Customer Support
  • Fair Use Cap

Tiered Customer Support

With this VoIP provider, customer service and support are tiered according to your billing plan.

The lowest level, called Standard offers no phone support.
The mid-level, which is the most popular calling plan, is called Pro and it offers phone customer support only 5 days a week.
To get issues resolved 24/7 customer support via phone, you have to be subscribed to the Enterprise Talk plan.

Fair Use Cap

While Dialpad offers unlimited texting calling for its users, local number outbound minutes have a policy cap with 3,000 minutes per agent per month.

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The Bottom Line

Dialpad offers a business VoIP solution for a variety of business sizes and types, at a low overall price.

When customers select a Dialpad calling plan, they will have to choose between a month-to-month or annual contract, whether you will need to have a web conference capacity of more than ten users, and whether you want to be able to get customer support on the phone 24/7. To get the most cost-effective pricing, small businesses may have to skimp on phone-based customer support.

Users can take advantage of native CRM integrations, powerful features, and end-to-end data encryption for both customer and business data, as well as the actual VoIP data sent and received from phone calls, video calls, and text messaging systems.

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