--- title: "Dialpad Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Dialpad Software - reviews, pricing plans, popular comparisons to other Telephony products and more." source_url: "https://www.capterra.com/p/190976/Dialpad-Sell/" page_type: "product" language: "en" --- # Dialpad Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 5, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Dialpad ## What is Dialpad? Telephony used to mean a dial tone and not much else. Dialpad rebuilds telephony as part of an AI-native platform, where every call connects into a broader system of intelligence instead of standing alone. Agentic AI reasons through conversations in real time, turning calls into context, insight, and action rather than just a connection between two lines. That intelligence compounds across 775M+ AI recaps and counting, governed by Dialpad's Guardian layer for secure, enterprise-grade operations, telephony built for the agentic era, not the analog one. ## What is Dialpad used for? [Business Phone Systems](https://www.capterra.com/business-phone-systems-software/)[VoIP](https://www.capterra.com/voip-software/)[Call Center](https://www.capterra.com/call-center-software/) Recognitions Shortlist Overall rating Based on 570 user reviews Reviews sentiment Positive 82% Neutral 9% Negative 9% Pros & cons Flexible multi-device calling Intuitive and simple interface Unresponsive customer service Noticeable call latency issues Starting price $27 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - VoIP / 2026 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Dialpad alternatives Highest Rated [4.7 (884)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.7 (352)](https://www.capterra.com/p/208208/800-com/reviews/) Starting price $149.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [4.4 (467)](https://www.capterra.com/p/158704/3CX/reviews/) Starting price $350.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 88% of reviewers rated it above 4 stars [4.1 (225)](https://www.capterra.com/p/157853/JustCall/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 80% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/190976/Dialpad-Sell/alternatives/) ## FAQs about Dialpad Overview ### What problems does Dialpad solve? Dialpad solves scattered business communications, desk-phone dependency, and missed call details by unifying calls, texts, recordings, transcripts, and routing across desktop and mobile devices. Sales, customer service, recruiters, law firms, and small-business teams benefit most by working remotely, keeping personal numbers private, and reviewing conversations without manual note-taking. Answer based on 237 reviews Overview ### Which roles and teams benefit most from Dialpad? Dialpad is most used by business owners, founders, and executives who need a flexible phone system for managing calls, team communication, and customer interactions. Sales, account management, customer service, and operations teams rely on it to handle outreach, support conversations, call routing, and day-to-day coordination across distributed staff. Answer based on 538 reviews Overview ### What company size and industries is Dialpad built for? Dialpad is for small businesses first, with 77% of reviewers from small companies and Computer Software leading industries at 10%. It is a secure, reliable cloud-based business phone system that also serves midsize businesses at 15% and enterprises at 8%, with additional use in Real Estate at 9% and Marketing and Advertising at 6%. Answer based on 569 reviews Features and Usability ### What are the key features of Dialpad? Dialpad includes core call management features like VoIP calling, call routing, call transfer, conference calls, and call recording. Its differentiators are Voice Intelligence with live transcription and call summaries, plus text messaging and phone-and-desktop integration that lets teams handle business calls and messages across mobile, web, and desktop apps. Answer based on 284 reviews Pricing ### How much does it cost and what fees or limitations are included? Dialpad starts at $27/user/month for Standard and $35 for Pro, with a free trial available. Standard fits up to 10 users; Pro covers 11–99. Reviewers often call it affordable and like included SMS/MMS, departments, and integrations, though some say costs rise with added users, lines, or extensions. Answer based on 108 reviews Integrations ### Which third-party tools and platforms does Dialpad integrate with? Dialpad integrates with Salesforce Sales Cloud, Clio, Slack, Zapier, Bullhorn ATS & CRM, Google Workspace, Make, and Grow. These cover CRM, legal practice management, team communication, and automation. Dialpad also supports over 50 integrations in its catalog, including Dynamics 365, Copper, Domo, and Bubble. Answer based on 54 reviews Getting Started and Support ### How easy is it to onboard and train a team on Dialpad? Dialpad is quick to onboard for most teams, with in-person training, live online sessions, webinars, videos, and documentation available. Reviewers say frontline users and mobile staff get comfortable with basic calling fast, often with minimal training. Admins can handle setup easily, while teams using advanced reporting or features may need more time. Answer based on 10 reviews Getting Started and Support ### What customer support options does Dialpad offer, and how do users rate the experience? Dialpad offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live representatives, and chat. Users often describe support as friendly, responsive, and helpful during setup and troubleshooting, but others report slow follow-up, billing and cancellation frustrations, and difficulty getting complex issues resolved or escalated. Answer based on 117 reviews Security ### How does Dialpad handle data security and access control? Dialpad uses single sign-on with Google and simple Google or Microsoft authentication to reduce password management and streamline access. It also offers permissions for sandbox setup and optional call recording, though some reviewers want more granular user permission settings, and others note privacy concerns about its Google Cloud foundation. Answer based on 11 reviews ## Who uses Dialpad? Based on Capterra reviews from the past 4 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Flexible multi-device calling 92% positive reviews out of 65 Most reviewers appreciate phone and desktop integration, enabling seamless call handling across computers, mobiles, and desk phones. Unresponsive customer service 55% negative reviews out of 94 Some users say customer support is slow, unhelpful, and difficult to reach, especially regarding billing and cancellations. Derek R. CMO, 11 - 50 employees. "Customer service is very slow and do not remedy problems, they just send you in circles." Intuitive and simple interface 96% positive reviews out of 50 Most reviewers describe ease of use as a major benefit, highlighting straightforward navigation and minimal learning curve. Noticeable call latency issues 76% negative reviews out of 41 Most reviewers find call delay problematic, mentioning lag, slow connections, and conversation interruptions due to latency. Olga D. Pharmacist, 1 employee. "Sometimes it's too slow to start dialing a number and other times it doesn't even try to dial for unknown reasons." Affordable for small businesses 95% positive reviews out of 21 Most reviewers indicate small business suitability, citing reasonable pricing, scalability, and essential features for growth. Inconsistent audio performance 57% negative reviews out of 37 Some users report audio quality issues, especially with headsets and Bluetooth devices, causing occasional sound disruptions. ## Features AI summary Based on 2,206 Telephony reviews Capterra data shows that buyers of telephony software rank the following features as their top priorities: - **VoIP Connection** (**55%** of reviewers rated this feature as critical) - **Call Routing** (**44%**) - **Call Monitoring** (**38%**) Dialpad supports all three features reviewers rate most important: **VoIP Connection**, **Call Routing**, and **Call Monitoring**. Together, these capabilities help businesses manage call quality, direct conversations to the right teams faster, and oversee live interactions more effectively, allowing teams to improve response times and deliver more consistent customer service. VoIP Connection 4.6 (23) 73.91% of 23 reviewers that rated this feature as important or highly important Place/receive calls through voice over IP connection Call Monitoring 4.1 (20) 60.00% of 20 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 4.3 (57) 70.18% of 57 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Call Center Management 4.0 (38) 86.84% of 38 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Caller ID 4.2 (19) 84.21% of 19 reviewers that rated this feature as important or highly important Identify the number and contact information of a caller before answering the phone Call Routing 4.0 (48) 75.00% of 48 reviewers that rated this feature as important or highly important Sends voice calls to a specific queue based on predetermined criteria Dialpad 84 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Tracking: Track and document all activities across devices, networks, and other systems - Agent Interface: Agents can view and manage all customer requests and interactions. - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Assessment Management: Creation, administration, and evaluation of assessments or tests - Auto-Dialer: System that automatically dials calls - Automated Attendant: A voice menu system or virtual receptionist that transfers callers to an extension without going through a telephone operator. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Automatic Outbound Dialer: Dials outbound calls automatically - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Conferencing: Facilitate virtual conferences that connect multiple people remotely - Call Disposition: Track and report on call outcomes - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Queues: Place callers on hold sorted in line based on the order of the incoming calls until the next available agent can pick up the call - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scheduling: Schedule date and time for callbacks/follow-up calls or reminders - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tracking Metrics: Measure campaign influence through collection of keyword tracking and revenue sources - Call Transfer: Transfers live calls to other agents - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Management: Manage, organize, and store contact information - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Conversation Intelligence: Recording, transcription, and analysis of sales calls for the purpose of training and generating insights - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Employee Directory: Access names, contact information, and roles of employees in a centralized repository - File Transfer: Move files across different systems or networks - Goal Setting/Tracking: Establish measurable goals and objectives and track their progress over a specific period of time - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Intent Recognition: Helps understand a user's intentions/actions - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - List Management: Manage contacts across multiple mailing lists - Live Chat: Ability to chat online in real time - Manual Dialer: Agents choose who to call and when - Meeting Management: Manage the process of planning and scheduling meetings, including agenda creation - Mobile Access: Access software remotely via mobile devices - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-User Collaboration: Two-way actions and communication between multiple users in real time - Natural Language Processing: Process and analyze human language in text or audio form - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Onboarding: Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service - Online Voice Transmission: Transmit voice and other information digitally - Outbound Call Center: A call center that primarily makes calls, typically sales focused - PBX: Telephone system that allows users to connect internally as well as place and receive external phone calls - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Playbooks: Tactical guides providing information and instructions for teams to navigate through tasks and processes - Power Dialer: System automatically dials the next number on the contact list after the previous call ends - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Recommendations: Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement - Recording: Record live video calls to play later - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Single Sign On: Allow users to access multiple services after entering their login credentials once - SIP Trunking: Enables the connectivity to send and receive calls over the internet - Speech Recognition: Train your system to interpret and transcribe voice messages - Speech Synthesis: The ability of a bot to respond to user queries in synthesised voice - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Training Management: Track employee/learner's progression through training programs - Unified Communications: Consolidate and integrate communication tools as one platform or entity to enhance business communication and collaboration - Video Conferencing: Connect with meeting participants remotely over video - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Voice Mail: Computer-based system that allows users to send and receive voice messages - Voicemail Transcription: Transcribe voicemail audio messages to written text that is sent over email - VoIP Connection: Place/receive calls through voice over IP connection --- Get Advice We can help you find the software with the features you need. Features 4.2 (568) 4.2 Based on 568 reviews ## Pricing Value for money 4.1 (465) Free Trial [View pricing plan details](https://www.capterra.com/p/190976/Dialpad-Sell/pricing/) Standard $27.00 Per User,Per Month It includes: - Unlimited Calling - Unlimited Ai Meetings for up to 10 participants - SMS, MMS & Team Messaging - Ai-powered call & voicemail transcriptions - Google Workspace & Microsoft 365 integrations - Real-time analytics & reporting - Web & chat support - 3 Departments Pro $35.00 Per User,Per Month It includes: - Unlimited Calling - Unlimited Ai Meetings for up to 10 participants - SMS, MMS & Team Messaging - Ai-powered call & voicemail transcriptions - Google Workspace & Microsoft 365 integrations - Real-time analytics & reporting - Web & chat support - 24/7 live agent support - CRM integrations (Salesforce, Zendesk, HubSpot, Zoho & more) - Microsoft Teams integration - 10 office locations - Multiple phone numbers per account - Open APIs & Webhooks - Global SMS capabilities - Local number support in 70+ countries - 25 ring groups (departments) Enterprise Custom Quote Available It includes: - International SMS - Unlimited Office Locations and Ring Groups - Visual Voicemail - Call Recording - Call Forwarding - \* SSO (Okta / Microsoft Azure) - SLA - Contact Us With Dedicated Support Number - Meetings up to 10 Participants Value for money 4.1 (465) 4.1 Based on 465 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ Zoom Workplace](https://www.capterra.com/p/144037/Zoom-Video-Conferencing/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ Gmail](https://www.capterra.com/p/202338/Gmail/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (467) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (467) 4.0 Based on 467 reviews ## User reviews Overall rating 4.2 Based on 570 reviews Filter by rating 5(296) 4(170) 3(53) 2(16) 1(35) Mentioned topic Sorted by most recent DL Drew L. SR SYS Admin Consumer Goods ### "VoIP - Can You Hear Me Now? Good!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 30, 2026 Excellent. Easy to use platform that offers advanced features and integrations, while offering a variety of industries a product that meets various security and privacy requirements. Pros Dialpad is a simple, easy to use VoIP solution that just gets the job done. Despite the simple to use interface, it hides a more complex beast under the surface. They offer advanced metrics, integrations, built-in AI anaylsis of CSAT and other scores. They support text messaging, complex call transfers/option trees, and is overall a solid choice for a competitive price. They have immediate chat and phone support for admins as well. Don't often encounter bugs or issues, and their platform has a superior uptime rating. Security is enterprise grade, and they offer SOC2 TYPE II, HIPPA ready, GDPR, CSA, and they meet ISO 27001:2022, ISO 27017:2015 and ISO 27018:2019 Cons They can be costly, especially when adding a new line. There are occasionally issues with carrier transfers on the backend, but thankfully support is helpful. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LR Lacie R. call center agent Hospital & Health Care ### "dialpad 1000/1000" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 26, 2026 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 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. Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) company did the switch we had no choice in it. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. PA Pauline A. Compliance and Credentialing Support Specialist Hospital & Health Care ### "Dialpad Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 25, 2026 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 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. Switched from [RingCentral Engage Voice](https://www.capterra.com/p/242187/RingCentral-Engage-Voice/) We don't know the exact reason, our company just notified us we will be switching to dialpad Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. DQ Daniel Q. Pinning Marketing and Advertising ### "Great for work !" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 25, 2026 So far its been amazing, im on the phone all day in and out of meetings and dialpad runs very smoothly. Pros It is user friendly and great for work! Easy to make calls and send texts messages. Also different settings within the app that allow you customize it. Cons Nothing that comes to mind right away, I use it for work. Ive never had any issues with the app , it runs very smoothly. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. EP Earnessa P. Customer Sales Specialist Telecommunications ### "DialPad Is The Best!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 25, 2026 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. Switched from [Five9](https://www.capterra.com/p/132405/Five9/) Five9 just wasn't a good fit for this company. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AS Alex S. Founder Information Technology and Services ### "Good phone system, never had any issues" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 16, 2026 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. Switched from [Aircall](https://www.capterra.com/p/184709/Aircall/) Aircall was more expensive with similar features. Alternatives considered [JustCall](https://www.capterra.com/p/157853/JustCall/) Reasons for choosing Dialpad Dialpad looked as more reliable and value for mone. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JR Jennifer R. Teacher E-Learning ### "An effective Communication Platform for Educators" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 25, 2026 My overall experience with Dialpad has been positive. It is a convenient and reliable communication tool that supports collaboration and organization in an educational setting. The platform is user-friendly, works well across devices, and helps streamline communication with staff, students, and families. Pros What I liked most about Dialpad as an educator was its ease of communication and accessibility. It made it simple to connect with students, parents, and colleagues through calls, messaging, and video meetings in one platform. The mobile access and call management features were especially helpful for staying organized and responsive throughout the school day. Cons One thing I liked least about Dialpad was that call quality could occasionally depend on internet connectivity, which sometimes caused delays or dropped calls. There was also a learning curve for some advanced features, and notifications could become overwhelming during busy workdays. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SG Skyler G. Quality Manager Construction ### "Looks good. Works Well. BUT you get what you pay for." 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 May 19, 2026 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. 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. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) We switched to save money. It was a purely financial decision. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. HB Holly B. Resolution specialists Legal Services ### "Dialpad is very effective and comprehensive " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 30, 2026 It was a comfortable environment with chat , video, crm. Everything needed to avoid have to use an outside vendor. 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 Switched from [RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/) They wanted to have AI integration and scalable solutions for all the call centers. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. NF Nathan F. Owner Marketing and Advertising ### "Terrible for Solopreneurs or Basic Tier Plan" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 January 28, 2026 Terrible platform. Terrible Support. It seemed to be fine until things were breaking and no support to back it up. Pros It worked great when it worked, but ended up costing me a very large client due to the issues I experienced. Cons Issues with getting my account set up correctly to begin with. SMS stopped working because I didn't click the button that said auto-recharge (why not advise this)? The support team wouldn't help me because I didn't upgrade to a higher tier....wtf? Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/190976/Dialpad-Sell/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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