Dialpad built its reputation on AI. While competitors add AI as an afterthought, Dialpad trained its own language model (DialpadGPT) on over 7 billion minutes of business conversations. The result is genuinely useful call transcription, real-time coaching, and automated summaries.
The question is whether AI features justify the price—and whether the hidden fees change the math.
What is Dialpad?
Dialpad is a cloud-based unified communications platform that combines:
- VoIP phone system
- Video conferencing
- Team messaging
- SMS/MMS texting
- Visual voicemail with transcription
- AI-powered call analytics
Everything runs through desktop and mobile apps. No physical phone hardware required unless you want it. The platform integrates voice, video, and messaging into a single interface.
Pricing Breakdown
Standard Plan - $15/user/month (annual)
- Unlimited calls to US and Canada
- HD video meetings (up to 10 participants)
- AI-powered voicemail transcription
- Real-time call transcripts
- Instant call summaries
- Team messaging
- One local business phone number
- SMS/MMS (250 messages included)
- Web and chat support
Monthly billing: $27/user/month
Best for: Small teams needing basic VoIP with AI transcription.
Pro Plan - $25/user/month (annual)
- Everything in Standard
- CRM integrations (Salesforce, HubSpot, Zendesk)
- 24/7 customer support
- Additional local/international numbers
- Advanced call routing
- Call monitoring and coaching
- Analytics and reporting
- Minimum 3 seats required
Monthly billing: $35/user/month
Best for: Growing teams needing CRM integration and advanced analytics.
Enterprise Plan - Custom Pricing
- Everything in Pro
- Single Sign-On (SSO)
- User access controls
- Unlimited office locations
- 99.9% uptime SLA guarantee
- Dedicated account manager
- Priority support
- Minimum 100 seats
Best for: Large organizations with compliance and security requirements.
Hidden Fees
SMS Overage
The Standard plan includes 250 SMS/MMS messages per user per month. After that:
- $0.008 per additional message
For a sales team sending 1,000 texts monthly, that’s an extra $6/user—40% on top of the base price.
Administrative Cost Recovery Fee
Dialpad charges a mandatory “administrative cost recovery fee” that varies by location. This regulatory fee isn’t disclosed upfront.
International Calling
“Unlimited calling” applies only to US and Canada. International calls are charged per minute with rates varying by country. Premium international destinations can cost $0.50+/minute.
Additional Phone Numbers
Extra local or toll-free numbers cost $5-15/month each depending on type and location.
AI Features (The Real Differentiator)
Dialpad’s AI capabilities set it apart from competitors:
Real-time Transcription: Every call is transcribed live. Review conversations instantly without recording playback.
Call Summaries: AI generates automatic summaries highlighting key points, action items, and follow-ups after each call.
Sentiment Analysis: The system analyzes caller emotion in real-time, alerting managers when calls turn negative.
Live Coaching: Real-time suggestions appear on screen during calls—recommended responses, competitor mentions, pricing objections.
Company Dictionary: Train the AI on industry-specific terminology, product names, and acronyms for accurate transcription.
Unlike competitors using generic third-party AI, DialpadGPT is purpose-built for business conversations. The accuracy difference is noticeable.
Strengths
AI that actually works: Transcription accuracy is industry-leading. Summaries are genuinely useful. Real-time coaching provides actual value during sales calls.
Clean interface: The app is intuitive. Switching between calls, messages, and video feels seamless.
Competitive pricing: $15/user for Standard undercuts RingCentral’s $20 starting price while including better AI features.
Quick setup: No hardware required. Teams can be operational within hours.
Limitations
SMS limits: 250 messages per month is restrictive for sales teams. Overages add up quickly.
Support tiers: 24/7 support requires the Pro plan. Standard users get chat and web support only.
Meeting limits: Video meetings cap at 10 participants on Standard—too small for most team meetings.
International weakness: Calling coverage outside US/Canada is limited compared to RingCentral or competitors with global infrastructure.
Mobile app issues: Some users report glitchy mobile experience, particularly on Android.
Who Should Use Dialpad?
Ideal for:
- Sales teams that benefit from AI coaching and call summaries
- Companies wanting unified communications without complexity
- Teams making primarily US/Canada calls
- Organizations prioritizing transcription accuracy
- Startups wanting modern VoIP without enterprise pricing
Not ideal for:
- High-volume SMS users (overages accumulate fast)
- Global businesses needing international calling
- Teams requiring large video meetings
- Companies needing 24/7 support on a budget
Dialpad vs RingCentral
| Feature | Dialpad | RingCentral |
|---|---|---|
| Starting price | $15/user/mo | $20/user/mo |
| AI transcription | Included (all plans) | Limited |
| SMS included | 250/month | 25/month (Core) |
| Video participants | 10 (Standard) | 100 (Core) |
| CRM integrations | Pro plan+ | Advanced plan+ |
| 24/7 support | Pro plan+ | All plans |
| International | Limited | Better coverage |
Choose Dialpad if: AI features matter, you call primarily within North America, and you want lower starting costs.
Choose RingCentral if: You need larger video meetings, better international coverage, or 24/7 support included.
Dialpad vs Google Voice
| Feature | Dialpad | Google Voice |
|---|---|---|
| Starting price | $15/user/mo | $10/user/mo |
| AI transcription | Advanced | Basic |
| CRM integrations | Yes | No |
| Call recording | Yes | Standard plan+ |
| Video conferencing | Built-in | Google Meet separate |
| Toll-free numbers | Yes | No |
Choose Dialpad if: You need advanced AI, CRM integrations, or toll-free numbers.
Choose Google Voice if: Budget is primary concern and you’re already in Google Workspace ecosystem.
The Bottom Line
Dialpad delivers on its AI promise. The transcription is accurate, summaries save time, and real-time coaching provides genuine sales value. At $15/user/month, the Standard plan undercuts competitors while offering better AI features.
The hidden costs matter, though. SMS overages can significantly increase monthly bills for sales teams. International calling limitations make it unsuitable for global operations. The 250-message cap feels artificially restrictive.
For US/Canada-focused teams who value AI-powered call intelligence, Dialpad offers excellent value. Calculate your actual SMS volume before committing—the advertised price may not reflect your real cost.