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Customers
Dialpad Review 2026:
Features, Pricing & User Feedback
Considering Dialpad? Discover what real users say about call quality, AI features, and support costs — plus see how CloudTalk compares.
What is Dialpad?
Dialpad is a cloud-based business phone system that combines voice calling, SMS/MMS messaging, and team chat in a single application, positioning itself as a unified hub for hybrid and remote teams looking to move beyond traditional VoIP.
For teams prioritizing real-time AI coaching and conversation intelligence, Dialpad offers a compelling feature set. However, as businesses scale or require advanced outbound dialing, broader international number coverage, or CRM integrations without a tier upgrade, users frequently encounter structural limitations and hidden costs that complicate the total cost of ownership.
What are Dialpad's Key Features?
- Unified calling, SMS/MMS, and team chat in a single cloud-native app (desktop and mobile)
- AI transcription and automated call summaries powered by DialpadGPT — a proprietary LLM trained on 5B+ minutes of business conversation data
- Real-time AI Live Coach that surfaces objection-handling tips when keywords like "price" or competitor names are detected on a call
- CRM integrations with Salesforce, HubSpot, and Zendesk (available on Pro tier and above only)
- Power dialer within the Dialpad Sell product for outbound sales teams
- AI CSAT scoring that automatically predicts customer satisfaction across 100% of interactions
- Agentic AI Platform with Agent Studio for building no-code AI agents across voice and digital channels
- Contact center (Dialpad Support) with IVR, call monitoring, and omnichannel routing
What Users Say About Dialpad?
Based on 500+ verified reviews from G2, Capterra, and Trustpilot
😊 What Do Users Love About Dialpad?
- Intuitive, modern interface that feels familiar to teams already using Google Workspace or Microsoft 365
- AI transcription and live coaching that reduce post-call admin and support real-time rep guidance
- Fast setup and onboarding for small to mid-size teams who need a cloud phone system running quickly
- All-in-one design that reduces context-switching between separate phone, chat, and video tools
"Dialpad is a simple-to-use VOIP client with great AI tools for recapping and summarizing meetings. The website is easy to navigate, and the admin area makes it straightforward to view reports and see real-time user activity. It also offers flexibility in choosing which device you receive calls or texts on."
😤 What Do Users Hate About Dialpad?
- Advertised $15/user price climbs significantly once additional numbers, SMS overages, and CRM integrations are factored in
- CRM integrations — including Salesforce and HubSpot — locked behind the Pro tier ($25/user/month minimum)
- Salesforce integration relies on a browser extension, causing sync failures and silent data dropouts that force manual log verification
- No parallel or smart dialer — power dialer restricted to the Dialpad Sell product and higher tiers only
- International number coverage limited to 70+ countries with no automated spam prevention or number rotation
- Formal uptime SLA only available on the Enterprise tier, which requires a 100-user minimum — leaving smaller teams without contractual reliability guarantees
"Customer service is the worst I've seen. We asked to have a license added to our account because a new physician joined the practice. 2 months later and not resolution. Chatted online with someone for over 2 hours. Still no resolution. No one responds to email. We're moving to Spruce."
What Are People Saying About Dialpad on G2?
See what real users are saying about Dialpad on G2 — honest reviews, real experiences, and feedback from teams who have used it in production.
Our sales have plummeted drastically since implementing this service. It's not an exaggeration to say that they've dropped in half, and it's not a coincidence. The litany of issues with this service, from dropped calls to the need for hacking the system, frequent spam calls, false promises, and constant disconnects with our CRM, have all contributed to a significant decline in our revenue. It's been a financial disaster, and we're left with no choice but to reevaluate our entire business strategy due to this dreadful experience.
They are charging us more than double what we need. We are paying more than 10x what we originally signed a contract for. They lied to us when they told us they would downgrade the number of users to the actual number of users we have. They keep increasing the price on us, have verbally told us that they are going to level out our account to the appropriate pricing tier/# of users, then they go dark and pass you to someone else. A nightmare to work with. Stay far away.
Board Member
Not fit for purpose, our sales team had plenty of issues with call delay makinging it almost impossible to use. Limited integrations means that we had to do everthing through zapier which half the time didnt work.
Digital Admin
DialpadDialpad Review Insights
Aggregated ratings from leading B2B software review platforms
Dialpad G2 Review
Dialpad Capterra Review
Dialpad Trustpilot Review
Dialpad GetApp Review
Dialpad Software Advice Review
CloudTalk - #1 Dialpad Alternative2025 Winter LeaderLooking for a Dialpad Alternative?
See why 5,500+ companies have switched to CloudTalk for superior call quality, transparent pricing, and AI that works out of the box.
Top-rated on G2
Consistently rated highly on G2, CloudTalk helps teams ramp faster, avoid complexity, and rely on a phone system that works as expected from day one.
100+ integrations
Your CRM, helpdesk, and sales tools already talk to each other. CloudTalk connects natively — no browser extensions, no silent data dropouts.
Coverage in 160+ countries
From next door to across the globe, CloudTalk keeps your calls clear, local, and ready to grow — covering more than double Dialpad's international reach.
CloudTalk vs Dialpad: Side-by-Side
See how CloudTalk delivers superior performance where it matters most
Why Choose CloudTalk Over Dialpad?
CloudTalk delivers better, more reliable performance — without the hidden costs
Businesses That Switched to CloudTalk
Real results from real companies that made the move — and never looked back.
"We were stuck at a 20–30% pickup rate. With CloudTalk, we’ve hit 40–50%. That’s made all the difference. We use the tag feature a lot to track where leads are in the funnel, and the dashboard helps each rep see where they’re at."
Chief Marketing Officer, Velu
"It was a combination of dropped calls, long connection times, and support that just wasn’t available when we needed it. I literally made a telephony comparison spreadsheet. If a solution didn’t tick all our boxes, I didn’t even want to talk to them. The choice was clear: CloudTalk."
Customer Experience Manager (Global), RateMyAgent
"The transition to CloudTalk was super smooth. Agent productivity grew by 10% as a direct result of the switch. We thought our sales team couldn’t handle more than 15 daily leads, but this year, on some days, they took care of 30 — and won more deals."
E-learning platform, CloudTalk customer story
Frequently Asked Questions About Dialpad and CloudTalk
Yes. Dialpad is a fully cloud-based communications platform that runs through a desktop app, browser, or mobile app (iOS and Android) without requiring on-premise hardware. It is built on a cloud-native architecture and designed for remote and hybrid teams. CloudTalk is equally cloud-based, with the same device flexibility — plus a 99.999% uptime SLA on every plan, not only at the Enterprise tier as with Dialpad.
CloudTalk maintains a 99.999% uptime SLA across all plans, backed by multi-carrier infrastructure and global server distribution. Unlike Dialpad — which only provides a formal uptime SLA on its Enterprise tier (requiring a 100-user minimum) — CloudTalk guarantees reliability regardless of team size. CloudTalk is also consistently rated highly on G2 and holds GDPR and SOC 2 compliance certifications.
Dialpad includes a power dialer within its Sell product, but lacks the parallel and smart dialing modes that high-velocity outbound teams typically require. International calling is metered per-minute rather than included, and voicemail drop is not available at the base tier. For teams running serious cold calling operations, CloudTalk's full dialer suite — including Power Dialer, Parallel Dialer, Smart Dialer, Voicemail Drop, Click-to-Call, and Answering Machine Detection — is a more purpose-built solution.
Dialpad's advertised entry price of $15/user/month is deceptively low. CRM integrations require the $25/month Pro tier. Additional phone numbers cost $5–$15 each per month, SMS overages are charged at $0.008 per message (with a per-account cap, not per-user), international calling is metered per-minute, and monthly billing carries a 40–80% premium over annual pricing. For a detailed breakdown, see our Dialpad pricing guide. CloudTalk's pricing includes CRM integrations, analytics, and core features without forcing tier upgrades for essential functionality.
CloudTalk integrates natively — without browser extensions — with HubSpot, Salesforce, Zendesk, Pipedrive, Zoho CRM, Intercom, and 100+ other tools — included across plans. Dialpad's CRM integrations are gated behind the Pro tier, and its Salesforce integration uses a browser extension known to cause sync failures, object-mapping errors, and plugin instability that require manual reconciliation. Teams of 10 reps can lose an estimated 3.5 hours per day to this hidden admin overhead.
CloudTalk offers a drag-and-drop Call Flow Designer with 20+ routing conditions, including skills-based routing, IVR, VIP queues, callback, preferred agent routing, and caller-based routing — all configurable by non-technical admins with no cap on complexity. Dialpad has no visual call flow editor; complex routing requires technical configuration, and preferred agent routing requires custom API development rather than a native no-code setting.
The most common reasons are: total cost of ownership significantly exceeding the advertised price once CRM integrations, additional numbers, SMS overages, and metered international calling are included; Salesforce sync failures and data-mapping errors caused by Dialpad's extension-based integration architecture; the absence of parallel and smart dialing modes for high-volume outbound teams; limited international number coverage (70+ countries vs. CloudTalk's 160+); and support friction when complex billing or technical issues require escalation beyond Dialpad's AI-first support model. See our full Dialpad alternative comparison or the detailed CloudTalk vs Dialpad breakdown for more.
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Reviews
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Reviews
260+
Customers
5,500+