Home > Business Phone Systems > 8x8 > 8x8 vs Dialpad

8x8 vs Dialpad

Last Updated: November 18th, 2024

Our analysts compared 8x8 vs Dialpad based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

8x8 is a unified communications as a service (UCaaS) system that provides cloud PBX functions like unlimited calling, SMS, automated call-attendant, call distribution, recording, three-way calling, visual voicemail and fax. In addition to utilizing its pre-designed meeting rooms, businesses can embed meetings with its Meetings-as-a-Service offering, Jitsi. It integrates with Microsoft Teams, Salesforce and ServiceNow seamlessly.

Its contact center enables omnichannel routing and effective customer engagement through speech and sentiment analysis and workforce management. Companies can establish a local presence through local phone porting with direct dialing across more than 120 countries. Teams can handle greater call volumes through even call distribution to employees for faster turnaround. It is HIPAA, FISMA SP 800-53 R4 and ISO 27001 certified for data governance compliance.

Dialpad is a unified communications as a service (UCaaS) platform available on desktop, mobile and through web browsers. It comes with a web app, voicemail transcription, online meetings and integration with Office 365 and Google Apps for Work. Advanced plans offer custom analytics and reporting, unlimited ring groups and integrations with Zendesk, Slack, Hubspot and Azure.

Its contact center provides interactive voice response (IVR), omnichannel routing and analytics dashboards for easy monitoring and coaching of call agents. AI-powered Voice Intelligence performs live sentiment analysis through automated note-taking so that supervisors can step in in time to help improve call outcomes. Through built-in machine learning, it highlights actionable call content and call summary for agent feedback. Subscribers can dial unlimited numbers across the U.S. and Canada. It is presently a preferred partner of Google, Microsoft and Sprint. The vendor offers a 14-day free trial.

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Medium

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Windows

Mac

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Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Enhanced Collaboration: 8x8's unified communications platform seamlessly integrates voice, video, chat, and file sharing, fostering real-time collaboration and breaking down communication barriers.
Increased Productivity: Automated call routing, voicemail transcription, and presence management streamline workflows, allowing employees to focus on high-value tasks and maximize productivity.
Improved Customer Experience: Omnichannel support, intelligent call routing, and personalized interactions empower businesses to deliver exceptional customer experiences that build loyalty and drive growth.
Cost Savings: 8x8's cloud-based model eliminates the need for expensive hardware and maintenance, reducing operational costs and providing a scalable solution for businesses of all sizes.
Scalability and Flexibility: 8x8's platform adapts to changing business needs, allowing companies to add or remove users, features, and locations with ease, ensuring a future-proof communication solution.
Mobility and Remote Work Support: 8x8's mobile app and desktop clients empower employees to stay connected and productive from anywhere, supporting remote work and flexible work arrangements.
Security and Compliance: 8x8 adheres to industry-leading security standards and complies with regulatory requirements, ensuring the protection of sensitive data and maintaining business continuity.
Analytics and Reporting: Comprehensive analytics and reporting tools provide valuable insights into communication patterns, performance metrics, and customer interactions, enabling data-driven decision-making and continuous improvement.

Seamless Communication: Dialpad unifies all communication channels (voice, video, chat, SMS) into a single, intuitive platform, streamlining collaboration and eliminating the need for multiple apps.
Enhanced Productivity: AI-powered features, such as call transcription, note-taking, and automated follow-ups, free up time for teams to focus on high-value tasks.
Improved Customer Experience: Dialpad's omnichannel capabilities allow businesses to provide personalized and consistent support across all channels, enhancing customer satisfaction.
Cost Savings: Dialpad's cloud-based architecture eliminates the need for expensive hardware and maintenance costs, reducing operational expenses.
Scalability and Flexibility: Dialpad's flexible pricing plans and easy-to-use interface enable businesses of all sizes to scale their communication systems as needed.
Increased Mobility: Dialpad's mobile app allows teams to stay connected and productive from anywhere, fostering collaboration and remote work.
Improved Security: Dialpad meets industry-leading security standards, ensuring the privacy and confidentiality of sensitive business communications.
Real-Time Analytics: Dialpad provides detailed analytics and reporting, empowering businesses to track key metrics, identify trends, and optimize their communication strategies.
Integrations with Business Tools: Dialpad seamlessly integrates with popular CRM, productivity, and collaboration tools, enhancing workflow efficiency.
Exceptional Customer Support: Dialpad's dedicated support team provides personalized assistance and guidance, ensuring a smooth and successful implementation.

All-in-One Communications: Connect employees and customers on a single app that offers all modes of communication including voice, video, chat and more. Reach customers located in over 120 countries with guaranteed uptime and voice quality. Full encryption with a large number of certifications ensures data remains secure.
Business Phone: Manage voice services utilizing Cloud PBX technologies.

Call Handling: Take control of calling productivity and privacy with caller ID, call blocking and do not disturb mode. Forward and transfer calls and create a virtual holding area for calls with Call Waiting and Call Parking. Three-way calling allows for three-party collaboration without any additional equipment or time restrictions.
Customer Experience: Use auto-attendant voice services to route calls, provide self-service options and choose music to play while callers are on hold. Call queues route customers to the appropriate resources.
Call Management: Balance employee workloads by evenly distributing calls. Monitor calls to ensure customer satisfaction and manage quality control. Assign employee roles and provide access to effective training resources.
Emergency Services: Remain in compliance with federal emergency dialing requirements and ensure emergency notifications are up-to-date.
Cost Center: Set up to five levels of hierarchy with site-based cost centers. Customize the structure of cost centers, payment methods and billing contacts.

Video Conferencing: Reach up to 100 participants in a single HD video conference call.

Backgrounds: Participants can blur the background of video calls or choose from a variety of backgrounds to create a personalized and professional setting.
Mobile Browser: From mobile devices, join video calls with the same quality as on desktops.
Host Controls: Lock meetings, create participant permissions and lobbies, and delegate hosts.
End-to-End Encryption: Only allow participants with a shared key to join the meeting.
Invite: Send invitations to a meeting from messages or allow participants to dial-in from more than 50 countries, from any of the included 11 toll-free numbers.
Record: Record meetings and calls to save to the cloud to reference at a later time or send to participants that did not attend.
Calendar: Schedule and send meeting invites directly from calendars using Google plug-ins and Microsoft add-ins.
Stream and Share: Live-stream a conference call on YouTube with an unlimited number of viewers allowed. Share Youtube videos and audio from a computer or browser tab in a meeting.
Analytics: View insights into meeting usage and adoption.
Languages: Available in 46 languages.

Team Chat: Instantly connect with anyone in the company’s global directory via one-on-one chat or with an entire team using team messaging capabilities. Securely share files with one or multiple members and create group chat rooms that are private, invite-only or public.
Contact Center: Connect with agents, employees and customers through the cloud contact center, with built-in omnichannel routing that provides digital and voice channel support, efficient routing and self-serve capabilities.
- Automatic Call Distribution (ACD): Provide customers with precise caller-to-agent matching by routing to the agent most adept to handling the customer issue at hand, who receives full access to the customer’s history to better assist them.
- Interactive Voice Response (IVR): Provide self-serve call responses using conversational AI technology. Analyze customer journeys by capturing insights via built-in analytical tools.
- Digital Channels: View all digital channels from one single interface, ensuring a seamless customer experience.
- Predictive Dialer: Define dialing strategies, create campaigns, actively manage agent answering processes and more.
- Quality Management: Analyze customer interactions to assess areas in which agents need additional training. Create forms, view scores and track each agent’s progress.
- Customer Surveys: Give customers the opportunity to provide feedback, giving insight into what agents can improve on for future customer interactions.
- Call and Screen Recording: Access recordings using a simple interface protected by authorized supervisor search, playback, archive retrieval and more. Monitor multiple agents at the same time in a single window.
- Payment Processing: Allow customers to securely send payments by directing calls to a specific payment interface. Customers have the ability to enter payment info directly into the phone system. IVR structure eliminates the need for live agent interaction with customers during the payment process.
APIs: Reach customers with industry-standard APIs that allow for extended functionality through SMS, chat apps, callstats and more.
SIP Trunking: Access better call quality using tier 1 carriers to give PSTN service replacements such as emergency services and shortcodes, provided in over 40 countries, and toll-free and local numbers available in over 90 countries.
Third Party App Integrations: Add popular applications such as Microsoft Teams, Salesforce, Google Workspace and more.

Contact Center: Give employees valuable feedback using real-time screen recording to view an agent’s entire screen and evaluate workflows. Record customer-agent conversations and store them in a CRM database for later review. Access caller history and interact with customers on multiple platforms via omnichannel support. Provide a customer satisfaction (CSAT) survey for customers to leave reviews.
Calling: Make calls on laptops, tablets, smartphones, or desk phones utilizing cloud calling and AI technology.

VoIP: Provide high definition clarity conversations utilizing WebRTC and Opus codec technologies, ensuring 100% uptime SLA.
User Set Up: Add new employees, assign roles and phone numbers to members, give permissions and more from one central location. Automatically sync employee’s Microsoft 365 and Google G Suite accounts, allowing document sharing, calendar correspondence and messaging.
Voice Intelligence (Vi): Record, transcribe and capture essential action items during phone calls with built-in natural language processing (NLP) and voice recognition technology. Record who said what and when during a call with a back-and-forth, text format transcription. Search through recorded phone conversations for keywords and receive post-call summaries to keep track of important information exchanged during a call.
Mobility: Work from anywhere and anytime on the business phone mobile app. Send messages, check voicemail and make, receive, transfer and record calls and more
Call Distributor: Set up interactive voice response (IVR) to establish an automated call center tailor-made to assist customer’s specific needs. Create routing rules to send customer calls to appropriate departments automatically, giving callers the option to leave a voice message or receive a callback. Receive call analytics that shows available representatives, call duration and speed to answer.
Call Handling: Transfer incoming calls to other members, forward to external numbers, add a third party and more. Switch calls between devices such as a laptop and smartphone.

Messaging: Communicate with team members with SMS, MMS, Group SMS and more. Connect with customers, clients and vendors externally on any device. Switch ID to another department to conceal personal numbers. Communicate with peers with internal messaging, allowing for group messing with internal and external members. Show if a member is available, busy or away with presence and status functions.
Web Conferencing: Conduct high-quality, secure video and audio conferencing calls with more than 50 international access numbers.

Conference Call App: Join a conference call from any iOS or Android device.
Controls: View current speakers, conference information and lists of participants. Change screen layouts from the grid view to the video view and switch between screen view and participant view during screen sharing. Mute all participants and lock conference calls with organizer controls.
Group Chat: Ask a question, make a comment and communicate with meeting participants.
Screen Sharing: Share a window, entire screen, document, tab within a window and more with meeting participants.
Conference Call Dial-Out: Automatically dial-out to invited members before a conference call begins or send an invite during an active call.

Security: Enforce data protection with 256-bit Advanced Encryption Standards on the Google Cloud Platform. Layered encryption keeps calls, messages and payments secure. Flag and reroute system failovers with built-in automatic backups, ensuring no data loss occurs.
Sales Support: Provide agents with real-time, in-call support with Live Coach. Check on calls with live sentiment analysis, listen in on calls and join calls when additional help is needed. Give agents helpful advice when specific keywords or phrases are used on calls.

Product Ranking

#13

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#23

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Analyst Rating Summary

100

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Call coverage

Calling features

Collaboration

Mobile features

Phone numbers

Integration & extensibility

Mobile features

Phone numbers

Phone system

Voice intelligence & analytics

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

8x8

Dialpad

+ Add Product + Add Product

100%

93%

100%

84%

16%

100%

93%

100%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%

67%

33%

User Sentiment Summary

79%

of users recommend this product

8x8 has a 'good' User Satisfaction Rating of 79% when considering 586 user reviews from 6 recognized software review sites.

86%

of users recommend this product

Dialpad has a 'great' User Satisfaction Rating of 86% when considering 1190 user reviews from 5 recognized software review sites.

4.0 (15)

4.7 (41)

4.2 (22)

4.3 (672)

3.96 (234)

n/a

3.8 (24)

4.3 (408)

4.2 (109)

4.2 (5)

3.8 (182)

3.8 (64)

Awards

Synopsis of User Ratings and Reviews

Seamless Integration: 8x8 seamlessly integrates with popular business applications like Salesforce and Microsoft Teams, streamlining workflows and enhancing productivity.

Advanced Call Management: Advanced call routing, call forwarding, and voicemail features provide businesses with robust call management capabilities, ensuring efficient handling of customer interactions.

Remote Work Flexibility: 8x8's cloud-based platform enables employees to work remotely with ease, accessing all essential phone system features from anywhere with an internet connection.

Cost-Effective Solution: 8x8 offers flexible pricing plans tailored to businesses of all sizes, providing a cost-effective alternative to traditional phone systems.

Scalability and Reliability: 8x8's scalable platform can accommodate businesses of any size, ensuring reliable and uninterrupted communication services.

Enhanced Collaboration: 8x8's collaboration tools, such as video conferencing and instant messaging, foster seamless team communication and improve productivity.

Exceptional Customer Support: 8x8 provides dedicated customer support, ensuring prompt resolution of any technical issues or inquiries.

User-Friendly Interface: 8x8's intuitive user interface makes it easy for employees to navigate and utilize the system's features, minimizing training time and maximizing efficiency.

Seamless Integration: Dialpad effortlessly integrates with popular business tools like Google Workspace and Salesforce, streamlining communication and enhancing productivity.

Advanced Call Management: Its robust call management features, such as call forwarding, call recording, and voicemail transcription, empower businesses to handle calls efficiently and professionally.

Collaboration Hub: Dialpad serves as a central hub for team collaboration, enabling users to share files, send messages, and hold video conferences, fostering seamless communication and teamwork.

AI-Powered Insights: Dialpad's AI capabilities provide valuable insights into call performance, customer behavior, and agent productivity, helping businesses optimize their communication strategies.

Cost-Effective Solution: Dialpad's flexible pricing plans and cloud-based infrastructure make it an affordable and scalable solution for businesses of all sizes.

Limited Customization: Users have reported difficulty in tailoring the system to their specific business needs, leading to a lack of flexibility.

Complex User Interface: The interface has been described as cluttered and unintuitive, making it challenging for users to navigate and manage the system efficiently.

Frequent Outages: Users have experienced unexpected system outages, resulting in disruptions to business operations and communication.

Poor Customer Support: Users have expressed dissatisfaction with the quality and responsiveness of customer support, making it difficult to resolve issues promptly.

High Costs: The cost of the system, including subscription fees and additional charges, has been a concern for some users.

Limited Integrations: The system's limited integration capabilities with other business applications have hindered its usefulness for users who rely on a connected ecosystem.

Security Concerns: Users have raised concerns about the security measures implemented in the system, particularly regarding data privacy and protection.

Lack of Advanced Features: The system may lack certain advanced features that are essential for businesses with complex communication needs, such as call recording, analytics, and advanced call routing.

Limited Integrations: Dialpad's integration options are limited compared to other business phone systems, making it difficult to connect with essential business tools.

Inconsistent Call Quality: Users have reported experiencing inconsistent call quality, including dropped calls and audio issues, which can disrupt business communications.

Complex User Interface: The Dialpad user interface can be complex and challenging to navigate, especially for users with limited technical expertise.

Limited Customization Options: Dialpad offers limited customization options, making it difficult to tailor the system to specific business needs.

Pricing Concerns: Some users have expressed concerns about Dialpad's pricing structure, finding it to be expensive compared to similar business phone systems.

8x8 is a business phone system that has received positive reviews from users in the past year. Many users praise its ease of use, reliability, and feature-richness. They also appreciate its ability to integrate with other business applications, such as CRM and ERP systems. 8x8 compares favorably to similar products in terms of its scalability, flexibility, and customer support. Its strengths include its cloud-based architecture, which makes it easy to deploy and manage, and its wide range of features, which can be customized to meet the needs of any business. However, some users have reported that 8x8 can be expensive, and that its customer support can be slow to respond at times. Overall, 8x8 is a well-rounded business phone system that is suitable for businesses of all sizes. It is particularly well-suited for businesses that need a scalable, flexible, and feature-rich solution. 8x8's differentiating factors include its focus on cloud-based solutions, its commitment to customer service, and its ability to integrate with other business applications. These factors are important because they allow businesses to take advantage of the latest technology, get the support they need, and streamline their operations. 8x8 is most suited for businesses that need a reliable, scalable, and feature-rich business phone system. It is also a good choice for businesses that want to integrate their phone system with other business applications.

Dialpad consistently receives positive user reviews, with many praising its ease of use, feature-richness, and reliability. Users find it intuitive to set up and manage, with a user-friendly interface and comprehensive documentation. Dialpad's robust feature set, including video conferencing, call recording, and CRM integration, meets the needs of businesses of all sizes. Its reliability is also a key strength, with users reporting minimal downtime and excellent call quality. Compared to similar products, Dialpad stands out for its cloud-based architecture, which provides flexibility and scalability. Users appreciate the ability to access Dialpad from any device, allowing for remote work and collaboration. Dialpad's AI-powered features, such as call transcription and sentiment analysis, also differentiate it from competitors, providing valuable insights and improving customer interactions. Dialpad is best suited for businesses looking for a comprehensive and easy-to-use business phone system. Its cloud-based architecture, feature-richness, and reliability make it an excellent choice for companies of all sizes, particularly those with remote or distributed teams. Dialpad's AI-powered features provide an added advantage for businesses seeking to enhance customer interactions and gain valuable insights.

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FAQ

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