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Vonage vs Dialpad

Last Updated: November 18th, 2024

Our analysts compared Vonage 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

Vonage integrates phone systems onto both Mac and PC desktops to enable businesses to make calls, send texts, view client contact history, see missed calls and listen to voicemails — all through one single interface. With three-phone connectivity on one extension for seamless access, it provides local number porting, call logs, call queueing, paperless fax, voicemail to email and more. In addition to call monitoring for sales and customer service, it enables automated SMS generation, supporting the marketing lifecycle from lead collection to nurturing to conversion and feedback.

Integrating with Google Calendar, it provides audio and video conferencing on both desktop and mobile. Up to 100 attendees can attend meetings through their browsers, with chat and screen sharing options, without downloading any software. Up to 30 team members can attend conference calls through a password-protected, dedicated number at the click of a button.

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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Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

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: Vonage seamlessly integrates with popular business tools like Salesforce and Microsoft Teams, enabling real-time communication and data sharing, fostering efficient teamwork and streamlined workflows.
Cost Savings: Vonage's flexible pricing plans and elimination of traditional phone line expenses significantly reduce communication costs, allowing businesses to allocate funds to other critical areas.
Increased Productivity: Vonage's user-friendly interface and advanced features, such as call forwarding, voicemail transcription, and video conferencing, empower employees to work more efficiently and effectively, maximizing productivity.
Improved Customer Experience: Vonage's customizable call routing and automated greetings ensure that customers are connected to the right person or department promptly, enhancing customer satisfaction and loyalty.
Scalability and Flexibility: Vonage's cloud-based platform allows businesses to easily scale their phone system as they grow, accommodating changing communication needs without the hassle of hardware upgrades or maintenance.
Enhanced Security: Vonage employs robust security measures, including encryption and fraud detection, to protect sensitive business data and ensure the privacy of communications.
Reliable and Redundant: Vonage's distributed network architecture and multiple data centers provide exceptional reliability and redundancy, ensuring uninterrupted communication even during outages or emergencies.
Mobility and Remote Work Support: Vonage's mobile app and desktop clients enable employees to stay connected and collaborate seamlessly from anywhere, empowering remote workforces and enhancing business continuity.
Analytics and Reporting: Vonage provides comprehensive analytics and reporting tools that empower businesses to track call performance, identify trends, and make data-driven decisions to optimize their communication strategies.
Dedicated Support: Vonage offers 24/7 technical support and dedicated account managers to ensure a smooth implementation and ongoing assistance, minimizing downtime and maximizing the value of the solution.

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.

Gamification: Reward employees for achieving a goal. Create engaging activities using game elements, encourage the team, discourage negative behavior and promote altruism. Combine the contact center solution with gamification and the analytics of Salesforce to push the team. Maintain engagement through various tools and meet SLAs. Improve business efficiency, incentivize agents to fully leverage the CRM and transform business operations in the long run.
Conversation Analyzer: Integrate with the CRM or BI tool to facilitate quality management, compliance, coaching and more, boosting the overall customer experience. Display data in the CRM dashboards to promote the visual segment. Spotlight trends with voice call analysis, instantly identify insights and assess the team’s knowledge. Transcribe, tag and analyze customer conversations. Pair call recordings with transcripts for a better understanding of conversations.
Real-Time Dashboards: Monitor team and individual performances using custom-built dashboards. Log channel activity into Salesforce to obtain instant reviews and access comprehensive metrics within the Salesforce reporting solution. Get insights about the team’s activities and actions and access real-time and historical data.
Data Storage: Integrate the contact center solution with Salesforce as the primary data silo to access metrics, call recording links, speech analytics and more. Pair call recordings with transcripts and metrics and allow agents to gather a better understanding based on findings. Judge conversations against the KPIs and tightly secure data and backup material.
Analytics: Refer to the easy-to-use dashboards for quick insights. Visually organize and analyze client conversations using Einstein Analytics.
Email Management: Use omnichannel integration to boost the efficiency of teams skilled in both voice and digital. Considerably reduce complex administrative practices through a set of routing rules. Enable customers to enjoy a rich, integrated and consistent experience across channels of their choice.
LiveAgent Chat: Strengthen customer focus and facilitate personal customer attention. Allow agents to prepare in advance, save time and deliver an accurate response by employing a screen pop of any Salesforce object before accepting the chat. Route the bot conversation to the best agent available. Customize fields, ensure that chats get routed to the best-suited agents and quickly add the website chat button option.
Omni-Channel: Deliver a consistent customer experience across all Salesforce digital channels and unify all channels. Manage KPIs and uniformly empower both digital and voice agents. Access support for LiveAgent, webchat, live messages, SMS, video chat and others. Attain a quick updated view of customer engagements and access data to initiate personal responses. Share vital customer insights across channels and allow customers to enjoy self-service options and automated answers to questions asked.
Visual Engagement: Graduate to video and screen share from any channel. Access it on a laptop or mobile device and reduce AHT (Average Handling Time) for inbound interactions over any channel. Establish trust, leading to increased sales and customer satisfaction.
Webchat: Equip agents with the required tools. Allow agents to access comprehensive customer information while dealing with a request. Save time and enhance efficiency. Enable customers to interact with agents irrespective of the channel, device and channel provider used. Add the webchat code block to the website hassle-free.
Dialer Capabilities: Eliminate manual dialing and reduce the chances of misdialing. Use caller ID to present a local number, increase pick-up rates and make connections with potential clients. Automatically log all activities and call recordings. Make automatic decisions about call recordings. Allow reps to automatically leave a voicemail and get on another call without wasting time.
Global Voice Assurance: Move calls between regions and achieve balance in demand. Enable local voice traffic to reduce call charges. Use a local node for nearby calls irrespective of the location of agents or customers. Maintain call quality by tapping into local infrastructure. Use a single plan to distribute calls globally, saving time and delivering operational insights. Achieve the flexibility of switching between providers instantly.
AI Virtual Assistant: Put an end to robotic, non-connected conversations and access enhanced self-serve requests, better understanding and prompt actions.
Intelligent IVR: Remain better prepared to tackle customer needs. Process agentless card payments using the PCI-DSS solution and communicate directly with the payment gateway, reducing customer effort and maintaining data protection. Personalize IVR options and messages. Handle simple requests without agents and keep agents for dealing with more complicated queries.
Screen Recording: Integrate a CRM and capture multiple screens. Enjoy synchronized audio and video features. Identify and resolve agent productivity issues. Facilitate sharing agent behavior with the appropriate teams.
Call Recording: Ensure call recording even after transferring a call to a third party. Enable outbound call recordings and effortlessly access recordings when required. Save high costs by encrypting recordings through AES256. Safeguard recordings by storing them in the Vonage cloud.

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

#10

among all
Business Phone Systems

#23

among all
Business Phone Systems

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Analyst Rating Summary

100

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Collaboration

Integration & extensibility

Mobile features

Phone numbers

Security

Integration & extensibility

Mobile features

Phone numbers

Phone system

Voice intelligence & analytics

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Vonage

Dialpad

+ Add Product + Add Product

93%

96%

84%

16%

100%

93%

100%

93%

100%

86%

14%

100%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%

67%

33%

User Sentiment Summary

84%

of users recommend this product

Vonage has a 'great' User Satisfaction Rating of 84% when considering 894 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.

4.1 (17)

4.7 (41)

4.3 (296)

4.3 (672)

4.07 (260)

n/a

4.0 (230)

4.3 (408)

4.6 (68)

4.2 (5)

4.4 (23)

3.8 (64)

Awards

Synopsis of User Ratings and Reviews

Seamless Integration: Vonage effortlessly integrates with popular business tools like Salesforce, Microsoft Teams, and Google Workspace, streamlining communication and boosting productivity.

Advanced Call Management: Manage incoming and outgoing calls efficiently with features like call forwarding, voicemail transcription, and customizable call routing, ensuring that every call is handled professionally.

Cost-Effective Solution: Vonage offers flexible pricing plans tailored to businesses of all sizes, providing a cost-effective alternative to traditional phone systems while delivering enterprise-grade features.

Reliable and Secure: Vonage's cloud-based platform ensures reliable call quality and robust security measures, protecting sensitive business communications and maintaining compliance.

Scalability and Flexibility: Vonage's scalable architecture allows businesses to easily adjust their phone system as their needs evolve, accommodating growth and changes in business operations.

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: Vonage offers a limited range of customization options, making it difficult for businesses to tailor the system to their specific needs.

Unreliable Call Quality: Users have reported frequent call drops, delays, and poor audio quality, which can disrupt business operations.

Complex User Interface: The Vonage user interface is often criticized for being cluttered and difficult to navigate, leading to frustration and wasted time.

Hidden Fees: Vonage has been known to charge additional fees for features that are considered standard in other business phone systems, such as call forwarding and voicemail.

Poor Customer Support: Users have complained about long wait times, unhelpful responses, and a lack of technical expertise from Vonage's customer support team.

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.

Vonage is a popular business phone software that has received mixed reviews from users in the past year. Some users praise its ease of use, reliability, and feature-richness, while others criticize its occasional technical glitches and limited customization options. Compared to similar products like RingCentral and 8x8, Vonage is generally considered to be a solid choice for small businesses due to its affordable pricing and user-friendly interface. However, larger businesses may prefer the more advanced features and customization options offered by RingCentral or 8x8. One of Vonage's key strengths is its intuitive user interface, which makes it easy for even non-technical users to set up and use the software. Vonage also offers a wide range of features, including call forwarding, voicemail, video conferencing, and call analytics, which can be valuable for businesses of all sizes. Additionally, Vonage's reliability is generally good, with users reporting few outages or technical issues. However, Vonage does have some weaknesses. Some users have reported occasional technical glitches, such as dropped calls or delayed voicemails. Additionally, Vonage's customization options are somewhat limited, which may not be suitable for businesses with complex or specific needs. Finally, Vonage's pricing can be higher than some competitors, especially for larger businesses with multiple users. Overall, Vonage is a solid choice for small businesses looking for a user-friendly and reliable business phone software. However, larger businesses may prefer the more advanced features and customization options offered by RingCentral or 8x8.

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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