Regardless of your industry, the chances are that you’ll have to create an open line of communications with your customers, but also between your agents.
Customer service has become an important factor that can either skyrocket or destroy your business. Believe it or not, 90% of Americans say that customer service is one of the main factors when deciding whether they want to do business with a company or not. Moreover, 58% of American consumers note that they will switch companies if the previous business has poor customer service.
Using a quality third-party VoIP tool will ensure that your customer service efforts are up to par. Since Dialpad and Ringcentral are two popular call center tools, we’ve created a detailed comparison between the two.
What is Dialpad?
Dialpad is a VoIP solution that’s especially suitable for small to mid-sized businesses. This AI-powered, cloud-based business communications solution comes with three integrated products:
- Dialpad Talk – for making calls
- Dialpad Contact Center – contact center management
- Dialpad Sell – automated sales dialer
While it may not be as suitable for larger businesses as Ringcentral, it is still a worthy contender, especially if you’re looking for a convenient starter tool. You can access and use this tool from any device type and operating system, making it very convenient for remote work.
Dialpad offers a good amount of integrations to ensure a stable workflow for its clients. Dialpad has recently acquired Koopid, an AI-driven customer experience omnichannel, which is now seamlessly integrated into the solution.
What is Ringcentral?
RingCentral is a very highly regarded cloud-based business communications software. It’s been widely used by enterprises across various industries since 1999. This communication tool is great for both big and small business owners – it offers multiple payment plans equipped with the necessary features to optimize your business communication.
This tool completely eliminates the need for having multiple phones and lets your team members use business phone numbers instead of personal ones, regardless of whether they’re using their own smartphone to communicate with clients.
It offers multiple payment plans that cater to different business needs and it also comes with a free trial for new users. You can also opt for additional services like extra international numbers, high-volume SMS and additional toll-free numbers, among others.
In our comparison articles, we always looking take an objective stand. This includes independent product testing and analyzing various online resources. We compare the most important things about these tools from a consumer’s standpoint, but also from an expert standpoint. Here’s what we compared during our research and testing:
- Ease of Use – the user interface should be intuitive and easy to navigate. The installation process should be easy and straightforward, and the dashboard should be clean and well-organized.
- Features – different companies offer different amounts of minutes, international calls, messages and other call management options.
- Integrations – business phone systems are only one part of a machine that is your company. You probably use other tools to manage different daily operations, which is precisely why integrations are important. They let you combine tools and get the best of all worlds in one place.
- Collaboration features – collaboration features help your team keep a steady workflow. With a good VoIP solution, your employees will manage all projects easily and conveniently by assigning tasks, adding comments and communicating via live chats.
- Pricing – each plan offers a different set of features. It is important to compare the price/worth ratio to ensure that you get the best quality for your buck. The cost also depends on the size and needs of your business – enterprise plans are usually the most expensive.
- Customer Support – having easy access to customer service is important in case some issues arise. Immediate assistance is crucial when a crisis hits. That’s why you should always research the company’s available customer service options.
- User reviews – there’s no better reviewer than the person who has actually tested the product. You can gain valuable insight from user reviews, such as how the tool works with specific business types, how good the customer service is or whether there are any bugs.
Finally, without further ado, let’s get into comparing Dialpad and RingCentral.
Dialpad vs RingCentral: Ease of Use
A business phone system should be easy to use and navigate. The installation process should be quick and straightforward, and you should always have access to customer service in case something holds you back.
We’re happy to note that both RingCentral and Dialpad are quite easy to install and set up. Once you start the installation process, you’re greeted with a welcome message. The installation is intuitive and easy, regardless of your level of tech-savviness.
Both tools offer a clean and well-organized interface that’s easy to navigate. Dialpad’s user interface is slightly less crowded than Ringcentral’s which is why it gets a slight edge over its competitor.
Dialpad vs Ringcentral: Features
In terms of features, both Dialpad and Ringcentral offer more than enough to handle the needs of your business. Both tools offer the standard VoIP features like unlimited calling, call forwarding, conference calls, call recording, three-way calling, voicemail transcription and call routing.
When it comes to differences, Ringcentral offers video conferencing, which can’t be found in any of the existing DialPad plans. Both of them offer international calling, however, you’re expected to pay additional fees according to their international rates table.
Overall, both tools could use more features in their entry-level plans, while their more expensive plans boast impressive advanced features.
Dialpad vs Ringcentral: Integrations
A business phone solution should come with different integrations to ensure compatibility with other software your team members are using. While it is possible to have your development team create or invest in third-party integrations, it’s always better to have them from the get-go, especially if you’re paying for a plan.
In terms of integrations, Dialpad offers a couple more integrations than Ringcentral – 21 to 18. Both of them offer G Suite, Microsoft 365 and Salesforce integration. The remaining integrations differ, which is why we created a full list of integrations for both Dialpad and Ringcentral.
List of some Dialpad integrations:
- Microsoft 365
- G Suite
- Salesforce integration
- LinkedIn for Business
List of some Ringcentral integrations:
- G Suite
- Dropbox Business
- Microsoft 365
- Microsoft Outlook
- Operations Hub
- Ringcentral Video
- Salesforce integration
Dialpad vs Ringcentral: Team Collaboration Features
Team collaboration options are important if you want to ensure a good communication flow between your employees.
Since RingCentral has acquired Glip back in 2015, it has an upper hand over Dialpad and most other Ringcentral alternatives. It offers free text, audio and video chat options for your agents that are included in all pricing plans. It also offers additional collaboration integrations which will definitely come in handy when need be.
Dialpad’s collaboration features mostly come from its integrations instead of being built into the software. They have an active partnership with Slack and MS Teams, which helps users with video conferencing, live chatting and sending voicemail.
Ringcentral vs Dialpad: Pricing
Let’s take a closer look at which pricing plans each of the communication tools offer and compare the price-to-value ratio. We’ll start with Ringcentral.
- Essentials Plan – $19.99 /user /month
- Standard Plan – $27.99 /user /month
- Premium Plan – $34.99 /user /month
- Ultimate Plan – $49.99 /user /month
Currently they have a 25% off on all plans as of June 20, 2022.
If billed annually, the Essentials Plan will cost only $19.99 per month. If you choose to pay on a month-to-month basis, the cost jumps to $29.99 per month. This plan offers the basic message and phone features for up to 20 users, and you also receive a business phone and a toll-free number, unlimited calls in US and Canada and unlimited business SMS. It’s perfect for startups and smaller businesses who are looking to up their business communication game.
Standard Plan and Premium Plan cost $27.99 and $34.99 respectively if billed annually. On a month-to-month basis, they cost $37.99 and $44.99. The Premium Plan is the most popular option for most businesses since it offers an extensive range of features that are more than enough to cater to all your business’s needs.
If you’re an enterprise owner, though, you might want to consider the Ultimate Plan which costs $49.99 per month if paid annually, while the month-to-month costs are $59.99. This plan includes all the features from the other 3 plans, plus additional options like Device status reports, Device status alerts and unlimited storage.
You can also test the free trial if you’re a new customer, which allows up to five users. Each user receives 15 days and 50 minutes of domestic calls for testing.
- Standard Plan – $15 /user /month
- Pro Plan – $25 /user /month
- Enterprise Plan – get a quote
Dialpad offers three main plans, both of which can be billed annually or monthly. If you opt for annual plans, your costs will run approx. $15 lower each month. It also offers a 14-day free trial for new customers who’d like to test the product prior to purchase.
The Standard Plan costs $15 per month if billed annually, while the costs rise to $20 per month if you opt for month-to-month payments. It’s a good starting point for smaller businesses and it’s equipped with unlimited calling, G Suite & Office 365 integrations, custom off-hours routing features, voicemail transcription and call controls.
The Pro Plan costs $25 per month if paid annually, while the costs rise to $30 per month if chosen to pay on a month-to-month basis. This plan includes everything from the Standard Plan, plus local number support in over 50 countries, unlimited meetings, HubSpot and Salesforce integrations, 24/7 phone support, hold queue, 25 ring groups and international SMS, among others.
Lastly, we have the Enterprise Plan which offers everything in the Pro Plan. Unlimited office locations, unlimited ring groups, enhanced support and retention policies are only a couple of additional features that you can expect when purchasing this plan. Unfortunately, the company doesn’t list its pricing point for the Enterprise Plan on their website – it’s available upon request.
Dialpad vs Ringcentral: Customer Support
Customer satisfaction should always be the main goal, which is why, as paying customers, you should expect nothing less than immediate assistance whenever you need it. Both RingCentral and Dialpad offer different levels of customer support quality, depending on the plan you decide to purchase.
Ringcentral offers 24/7 supports only for Standard, Premium and Ultimate users, while Essentials Plan users can only expect support during regular work hours. However, RingCentral does have a University platform that is equipped with video tutorials, live training and other forms of assistance.
Dialpad offers 24/7 chat, phone and ticket support for Pro and Enterprise plans, while Standard Plan users only receive 24/5 support. It’s also equipped with a useful knowledge base that is slightly less comprehensive than RingCentral University. If that’s not enough, you can always check out Dialpad alternatives.
Dialpad vs Ringcentral: User Reviews
Both Dialpad and Ringcentral have good online user ratings that are somewhere in the mid four’s mark. On most websites, Dialpad has a slightly larger score than RingCentral. It is also important to note that Ringcentral usually had more reviews compared to Dialpad.
Users praise Ringcentral’s usability and features. Their customer service has a great score and is often praised on review websites. On the other hand, some users complained about reporting, which they say is either often late or incorrect.
When it comes to Dialpad, users were really impressed with the quality of calls. Their customer service is also highly praised, but their alerts could use some improvement. A couple of users reported that the software sometimes doesn’t alert them when they have a call, and only shows a missed call notification instead.
As you can see, Dialpad and RingCentral are very similar in many ways. They offer identical features, have almost identical reviews and offer almost the same number of integrations.
When comparing plans, RingCentral wins in this department since it offers more plan options. In terms of pricing, though, Dialpad is slightly cheaper.
It’s also worth noting that users often complain about the pricing and the fact that international calls are additionally charged for both tools.
If you’re in the market for a more affordable solution with free international calls, then you should give Ringblaze a try. Not only does it come with a collaboration dashboard, but it’s also jam-packed with advanced features for a fraction of the price of its two competitors.
If you want to try a VoIP provider, consider Ringblaze. Give it a go by clicking here. It is 100% free to try!
Sign up for Ringblaze now and take your customer service to the next level.
Originally published on October 26, 2021. Updated June 20, 2022.