Dialpad

Dialpad, A Phone System You Must Try!

Comments: Overall, hands down one of the best VoIP systems I have ever used. Customer support is even great.

Pros:

Best functions in Dialpad I love would be alerts/notications, accepting and placing calls, and messaging.

Cons:

Honestly, Dialpad is great. I don't hqve any negatives to say about using them as a phone system.

Great product great team

Comments: I love Dialpad and their desire to do business and make and keep us as customers.

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.

Tactics DO Not Sign UP-Beware Deceptive Sales

Comments: I am extremely disappointed with my experience with Dialpad. From the beginning, they lied to me to trick me into a contract with them. I was explicitly told that I would be able to add and remove users as needed for my business. However, this turned out to be a blatant lie. After adding users and then attempting to remove them just three days later, I was informed that I am now obligated to pay for the additional licenses, even though I am not using them. These licenses are now permanently added to my contract, contrary to the false assurance I was given that I could cancel at any time. Getting a hold of someone on the phone or receiving any form of customer support is practically non-existent. They only seem interested in talking to new customers, likely because they aim to trap as many people as possible into these deceitful contracts. Once you're in, they don't care about helping you out. The customer service is abysmal; they have no real interest in resolving issues or providing genuine assistance. I am now stuck paying over $300 for just 3 lines that I am using, while being contracted to pay for 7. On top of that, transferring your toll-free number is not free as they misleadingly imply—you have to pay additional fees to receive calls to your toll-free number. It is really messed up that a company would use such deceptive tactics to trick customers. I am determined to leave a review everywhere I possibly can to warn others about this platform. Save yourself the frustration and go somewhere else! Dialpad is not worth the headache and the hidden costs.

Pros:

It is all a scam i don't like the way they use deceptive tactics to trick new customers into contracts

"Overcharged for Months with No Resolution – Terrible Customer Service!"

Comments: I have had a terrible experience with Dialpad . Since October 2023, my company, VICNA, has been overcharged more than AU$10,000 for services we never used. Despite repeated emails and even a Zoom meeting to explain the situation, the issue remains unresolved, and they continue to charge us incorrectly every month. Their customer service is completely unresponsive—my last email sent in September was ignored. This ongoing problem has caused significant financial stress for our business. I would not recommend their services to anyone based on this experience.

Pros:

"Dialpad's interface is user-friendly, and their call quality is generally reliable. The platform offers a range of features that are helpful for managing communications, making it convenient for day-to-day use. However, these positives are completely overshadowed by their poor customer service and billing issues.

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. This ongoing problem has caused financial strain, and their slow or non-existent communication makes the situation even more frustrating."

Dialpad Delivers Seamless Communication

Comments: It is cutting-edge communication platform that combines user-friendly design, cloud-based accessibility, and advanced features to deliver a seamless and efficient solution for modern team collaboration.

Pros:

There is a great intuitive interface, cloud-based accessibility, and robust features Calls made using the platform are clear and the video calls and AI-driven transcription services are stellar.

Cons:

Monthly price can get pretty high as each feature is done piecemeal.

Calling Success

Comments: Effective, dependable, and easy to use communication tool that improves teamwork and production.

Pros:

Precise transcription of calls in real time

Cons:

Dialpad has nothing that I dislike about it.

AVOID!!! THESE GUYS ARE VERGING ON SCAMMING HIDING BEHIND SMALLPRINT

Comments: VERY POOR - DO NOT BELIEVE THE HYPE. I SUSPECT THEY ARE FACING FINANCIAL DIFFICULTIES HENCE THESE VERY CUSTOMER HOSTILE TERMS

Pros:

Interface is slick compared to the previous product we used

Cons:

We started with 20 licenses and as our business grew we increased to 50. Now our business isnt as big and we're trying to reduce licenses back down to 20 and they continue to charge for 50 - I genuinely thought this was a mistake but NO! They legit think its ok to state that I can only reduce user count at contract renewal in 3 years! These terms were buried in the smallprint and their customer support is useless. Our supposed account manager just avoids us, the original sales person that neglected to tell us this very important detail has left the company. I am basically having thousands of dollars stolen from me by these absolute rogues - this is verging on criminal

Love Dialpad and will never turn back!

Pros:

I love the simplicity and ease of use that makes using Dialpad easier than using a normal landline office phone. It is easy to move throughout the app and explore all the features, and you can seamlessly move your calls throughout your office/organization with no hassle or extra steps. Whether you are using it for yourself or as an office/company phone system it is an effective tool that makes the crucial communication flawless and simple. 10/10 recommend

Cons:

I don't have anything bad to say about dialpad, except maybe adding a software that allows you to sent mass texts in a non-group text setting. Which to be fair, I am sure they probably have it and I just do not know how to use it though.

Dialpad - good and getting better

Comments: Ok. Relible service. I just don't update or use some features because they are hard to figure out.

Pros:

price at first. Now it is a bit more expensive. I liked the voicemail transcription.

Cons:

It is not very intuitive to set up voice mail and call routing and other features.

DO NOT USE HORRIBLE SERVICE

Comments: Absolutely horrible experience with Dialpad, Initially it was fine, however as soon as I had any technical issue it gets passed from team member to team member all telling me to do the same thing that did not fix the issue. They then proceeded to tell me the issue was because I didn't correctly check a box on their online portal. But guess what it was checked and I had already tried that. To then get passed onto another and another. All whilst nobody actually listened to the actual issue.

Pros:

User interface was ok and fairly easy to get around. But nothing actually worked

Cons:

Basically everything else - Customer service is more useless then a blind dog trying to figure out what is going on - Doesn't forward calls to external numbers effectively or efficiently.

They will hold you hostage.

Pros:

Be very cautious when entering into an agreement with Dialpad. Dialpad has a great product. However, they will hold you hostage should you want to make any changes to your account. We have doubled the number of users but our price has gone up more than 10x what we were originally paying in 2020. They are charging us for things we don't want, don't need. They keep telling us they will downgrade and then they don't. They literally will not respond to you for months. We have been going back and forth for 9 months on this.

Cons:

Ethics. The people on our account have been not wonderfully helpful.

Artificial feature limitations soured my experience with Dialpad

Comments: Once the port issues were resolved it is generally fine and easy to use, although I am disappointed that several basic features are excluded at the price we are paying, which is not exactly cheap compared to competitors. I may switch to a different to gain access to the features that Dialpad refuses to provide without spending more money.

Pros:

Native app is easy to use, and easy integration with Google Contacts makes dialing a snap. All users can dial out VoiceIntelligence transcripts are useful and automatically generated. The accuracy is about 80%, usually good enough to easily tell what was being discussed even if some of the words are transcribed incorrectly.

Cons:

The port experience was a disaster. There was a goof somewhere and this left me without the ability to receive or make phone calls on my business' primary phone number at either Dialpad or at my prior provider (Google Voice) and the support did not make me feel like fixing this was a priority for them, never providing updates. It eventually got fixed. The product has arbitrary and foolish feature limitations that feel unnecessary and petty. I am paying good money for this product and yet cannot access even a basic IVR because I am not an enterprise customer with more than 100 users. An IVR is absolutely basic functionality for a phone service with more than one user. We also cannot set holidays on our service because we need to be in a more expensive plan to do that.

This is the next step in IP phones - Perfect for working from home

Comments: 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.

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.

My Experience With Dialpad

Pros:

With Dialpad, managing business calls has been easy thanks to features such as call recording, call tracking and VoIP. The business phone system features are very capable and using this tool is easy It also comes with sales enablement features.

Cons:

It has so many helpful features and so far Dialpad hasn't posed major challenges.

Easy to use app for web and mobile to call and receive calls

Comments: Overall, I'm highly satisfied that even if I am not in the country, I can receive and make calls using a reliable phone number created by dialpad for my clients.

Pros:

I love that they have a web app too. I can use it with my other tasks instead of being on separate devices to use dialpad for calling

Cons:

Nothing in particular! The web app has a weird UX where I find it hard to locate the calling button. Else, everything is great

Slimy Sales Team

Comments: Stay away from Dialpad - they lied to me about the capability of their product! After I signed the contract to switch the onboarding team explained to me that what the sales man said was possible is not possible at all. I gave them time to check for a solution only to be told one does not exist! When I asked to cancel the contract they refused stating they will hold me to the contract for 2 years. I have not even ported my number!

Pros:

Nothing! The team is a bunch of liars!!!!! Especially Muhammad!

Cons:

Stay away from Dialpad - they lied to me about the capability of their product! After I signed the contract to switch the onboarding team explained to me that what the sales man said was possible is not possible at all. I gave them time to check for a solution only to be told one does not exist! When I asked to cancel the contract they refused stating they will hold me to the contract for 2 years. I have not even ported my number!

Choose someone else

Pros:

None, we left openphone and regret the decision to do so. Going to go to aircall where hopefully their callback queue actually reflects the people that need calls back. Even after refreshing, customers that colleague A called back, colleague B would see that they needed a call back.

Cons:

No SMS notifications, callback queue has never matched from user to user. It's almost like every user has to manage their own callback queue, but person A doesn't get notified that person B has already called them back and spoke with them.

Easy to make calls

Pros:

It's a great app for calls and multi calls, also works as chat.

Cons:

So far, I have no cons with using the app.

Not Ideal for Our Business or Android

Comments: It could be ideal for certain businesses or teams with all iPhone users, but for our small team it was not ideal.

Pros:

Dialpad's web application made it fairly easy to set up the account, customize ringback tones, and view settings.

Cons:

I was constantly having issues on my Android and there was no way to "ask first" or transfer a call back to myself if my team member couldn't answer.

I cancelled this crap

Pros:

I didn't like anything almost from the beginning

Cons:

So I gave it shot because it came up as the number search when I was looking for a system. While at the same time, it was not user-friendly and it was more expensive than it should be for what was provided. Could never get the calls to forward, and could never understand how to use features or mobile app.

Decent set of features but overpriced

Comments: Bad customer service that holds your account hostage if you want to cancel.

Pros:

Configuration capabilities are there to set it up any way you want.

Cons:

Customer service is atrocious. I am days into cancellation process and they are still holding my account hostage.

Dialpad a great alternative to legacy phone system for your business

Comments: Dialpad has been great for our small business. Less expense then traditional land line. Also, easy to use with desktop application.

Pros:

Dialpad has been easy to use and we have not had issues resulting in lost calls. You can load the program and make calls from any computer or mobile phone.

Cons:

The thing that I have to deal with from time to time is selecting the speaker. This is more of a user issue but it would nice to be able to better select the input I would like to use.

Cheaper than most, but you get what you pay for..

Comments: 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.

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.

Promising service BUT...

Comments: Mobile communications for a small business. Call recording. Conference calls.

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.

Comments: 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.

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.