Aircall vs Dialpad: Choosing the Best Cloud Phone System for Your Business

aircall vs dialpad

Communication has evolved beyond traditional phone lines. Cloud-based phone systems have emerged as a powerful tool for businesses of all sizes. They offer flexibility, scalability, and advanced features that enhance productivity and customer satisfaction.

Two leading providers in this space are Aircall and Dialpad. Both offer robust solutions designed to streamline business communications and support growth strategies. However, given the range of features and pricing structures each offers, choosing between them can be complex.

This article compares Dialpad and Aircall. It will help you make a smart choice for your business needs.

Table of Contents

Understanding Cloud-Based Phone Systems

Business phone systems, especially cloud-based ones, also known as VoIP (Voice over Internet Protocol), have revolutionised business communications.

Unlike traditional phone systems, they operate over the Internet, eliminating the need for physical phone lines or hardware.

This offers several key advantages:

  • Flexibility: You can make and receive calls from any device with an internet connection, making it ideal for remote teams.

  • Scalability: Adding or removing users is simple, allowing your phone system to grow with your business.

  • Advanced Features: Cloud-based systems offer features beyond basic calling, from CRM integrations to AI-powered analytics.

  • Cost-Effectiveness: Cloud-based systems can be more cost-effective than traditional phone systems, as they do not require hardware to install and maintain.

Understanding these benefits is the first step in choosing the right cloud-based phone system for your business.

What is a Cloud Phone System?

A cloud phone system is a modern business phone system that uses cloud technology to manage and route phone calls. Unlike traditional on-premise phone systems, cloud phone systems work over the Internet and provide businesses with a more flexible and scalable solution.

This technology lets companies make and receive calls from any device with an internet connection, eliminating the need for physical phone lines and hardware.

Cloud phone systems have various advanced features to enhance business communications and improve efficiency. These features typically include:

  • Voice over Internet Protocol (VoIP) Technology: Enables high-quality voice calls.

  • Advanced Call Management Features: These include call routing, queuing, and recording, which help streamline communication processes.

  • CRM and Helpdesk Integration: Seamlessly integrates with customer relationship management (CRM) and helpdesk software, ensuring all customer interactions are tracked and managed effectively.

  • Mobile Apps: Provide flexibility for remote work, allowing employees to make and receive calls from anywhere.

  • Advanced Analytics and Reporting Tools: Offer insights into call performance, helping businesses make data-driven decisions.

  • Customisable Plans and Pricing: Allow businesses to choose a plan that fits their needs and budget.

Also called cloud-based or VoIP phone systems, these solutions are great for businesses of all sizes. They help improve communication capabilities.

aircall

Aircall: Simplifying Business Communications

Aircall is a cloud-based phone system designed to simplify business communications.

Its user-friendly interface and easy setup make it a popular choice for startups and small to medium businesses.

Aircall’s strength lies in its simplicity and focus on essential features. It also benefits customer support teams by providing advanced communication and collaboration tools that enhance efficiency and optimise interactions and workflows.

It offers a range of tools designed to enhance team collaboration and streamline workflows.

Aircall provides businesses with the features to manage their communications effectively, from CRM integrations to power dialers.

Key Features of Aircall

Aircall offers a range of features designed to enhance business communications:

  • CRM Integrations: Aircall integrates seamlessly with popular CRM and Customer Service platforms, keeping customer data at your fingertips.

  • Power Dialer: This feature boosts sales team efficiency by automating outbound call campaigns.

  • Analytics: Aircall provides detailed insights and dashboards into call volume, wait time, and agent performance, helping businesses optimise their operations.

  • User-Friendly Interface: Aircall’s interface is praised for its simplicity and ease of use, reducing the learning curve for new users. It comes with a graphical interface allowing administrators to build IVR menus and conditional workflows easily and without the need for coding.
    Aircall provides an easy to use mobile app, suitable for Android and Apple devices, which allows people to access the service remotely.

  • AI: Aircall offers AI call outcomes, transcripts and summarisation in the Conversation Centre dashboard allowing easy categorisations of conversations and identifying challenges or issues easily. Sentiment analysis is also available to give insights into outcomes of conversations. Talk to Listen agent ratios is also a valuable feature.

Aircall Pricing Structure

Aircall offers three pricing plans: Essentials, Professional, and Custom.

The Essentials plan is for businesses that need basic integration. The Professional plan offers advanced features and support from a dedicated account manager. This plan can cover all call costs (both inbound and outbound), depending where calls are made.

For businesses with specific requirements, Aircall offers a Custom plan that can be tailored to meet their needs.

Aircall for Startups and Small to Medium Businesses

Aircall is particularly suited to startups and small to medium businesses. Its simplicity and ease of setup make it accessible to businesses with limited technical resources.

Aircall’s clear pricing and flexible plans make it a budget-friendly business choice. It helps improve communication without high costs.

dialpad

Dialpad: Leveraging AI for Enhanced Communication

Dialpad is another leading cloud-based phone system known for its advanced AI features.

It offers a range of tools designed to enhance business communications, from AI-powered transcriptions to sentiment analysis. Dialpad also provides 24/7 phone support for Pro and Enterprise plans, while lower-tier plans have limited support options. It ensures comprehensive customer service across various subscription tiers.

Dialpad’s AI features, like Dialpad Ai, offer smart analytics and insights. These tools can increase agent productivity and enhance the customer experience.

Its integrated video conferencing feature combines voice, video, and messaging on a single platform, enhancing remote team collaboration and client interactions.

Dialpad’s robust infrastructure and network optimisation address potential connectivity issues, ensuring reliable communication.

Key Features of Dialpad

Dialpad offers a range of features designed to enhance business communications:

  • AI-Powered Tools: Dialpad’s AI features include voice intelligence for real-time transcription and sentiment analysis, providing valuable insights and data.

  • Video Conferencing: This feature combines voice, video, and messaging on a single platform, enhancing remote team collaboration and client interactions.

  • Advanced Analytics: Dialpad’s management features include advanced analytics and reporting, providing businesses with the data they need to make informed decisions.

  • Integrated Team Messaging: This feature facilitates internal communication, making it easier for teams to collaborate and stay connected.

Dialpad Pricing Structure

Dialpad offers three pricing plans: Standard, Pro, and Enterprise. The Standard plan has important features for small and medium-sized businesses. The Pro plan provides advanced analytics and more customisation options.

They offer an Enterprise plan with dedicated account managers and priority support for larger organisations with high-volume communication needs.

Dialpad for Growth and Scalability

Dialpad is designed to support growth and scalability. Its advanced AI features and integrations make it a powerful tool for businesses leveraging technology to enhance their communications. Its scalable plans and pay-as-you-grow model make it a cost-effective solution for businesses of all sizes.

Comparing Aircall and Dialpad

When comparing Aircall and Dialpad, it’s clear that both platforms offer robust features designed to enhance business communications.

However, they each have their unique strengths and areas of focus. Aircall’s strength lies in its simplicity and ease of setup, making it an ideal choice for startups and small to medium businesses. With recent add-ons in AI capabilities, transcription and dashboards, the offering has matured to suit mid-market customers looking for a solution which is easy to administer and maintain.

On the other hand, Dialpad’s advanced AI features and integrations make it a powerful tool for businesses looking to leverage technology to enhance their communications.

Integration with CRM Platforms

Both Aircall and Dialpad offer seamless integration with popular CRM platforms. This allows businesses to streamline their workflows and maintain customer satisfaction by having all customer data at their fingertips.

However, Aircall’s focus on strong CRM, Service Desk and 3rd party dashboard integrations (eg. Hubspot, Zendesk, Intercom, Plecto etc), the solution ensures more seamless and tighter connectivity and the ability to work across the organisation.

Compatible Platforms

Cloud phone systems are made to be flexible and work with many platforms. This allows businesses to use their favourite devices and operating systems. These systems typically support:

  • Windows

  • macOS

  • Android

  • iOS

  • Linux

  • Chrome OS

Most cloud phone systems offer mobile apps in addition to desktop and laptop compatibility. These apps offer flexibility for remote work. Users can make and receive calls, access contacts, and manage communications from anywhere. This cross-platform compatibility ensures that businesses can maintain seamless communication regardless of their employees’ devices.

Agent Productivity and Management Features

Aircall and Dialpad offer various features designed to boost agent productivity.

Aircall’s power dialers and click-to-call functionality streamline call making, while Dialpad’s AI voice intelligence can assist in live coaching and training of contact center agents.

Advanced Analytics and AI Features

These features provide valuable insights and data that can enhance the customer experience and boost agent productivity.

Aircall’s analytics provide detailed insights into call volume, wait time, and agent performance and more recently AI-powered capabilities.

Customer Support and Satisfaction

Both Aircall and Dialpad place a strong emphasis on customer support and satisfaction.

Aircall’s customer support is accessible via phone, email, and live chat.

User Experience

The user experience of a cloud phone system is a critical factor in its overall effectiveness. A well-designed system should be intuitive, easy to use, and seamless for both administrators and end-users.

User Interface

A cloud phone system’s user interface should be clean, modern, and easy to navigate. It should present information clearly and concisely, making it easy for users to find what they need quickly. Customisability is also important, allowing businesses to tailor the interface to their needs.

Key features of a cloud phone system’s user interface include:

  • Dashboard: Provides an overview of call activity and system performance, offering quick insights into key metrics.

  • Call Log: Allows users to view and manage their calls, ensuring they can track and follow up on communications effectively.

  • Contact Directory: This makes it easy for users to find and dial contacts, streamlining the calling process.

  • Settings Menu: This menu enables administrators to configure system settings and features, ensuring the system meets the business’s specific requirements.

Initial Setup

The initial setup of a cloud phone system should be straightforward and quick, minimising downtime and disruption. Most cloud phone systems offer a guided setup process that walks users through each step, making it easy to start.

Key features of a cloud phone system’s initial setup include:

  • Guided Setup Process: Provides step-by-step instructions to help users configure the system quickly and accurately.

  • Intuitive Interface: Ensures that even users with limited technical expertise can easily set up the system.

  • Comprehensive Knowledge Base and Support Resources: Offer detailed documentation and tutorials to help users get started and troubleshoot any issues.

  • Dedicated Account Manager or Support Team: This team provides personalised assistance and answers to any questions, ensuring a smooth onboarding experience.

By focusing on user experience, cloud phone systems can ensure that businesses can quickly and easily adopt and benefit from their advanced communication features.

Pricing: Aircall vs Dialpad

Both Aircall and Dialpad offer a range of pricing plans to suit different business needs.

Aircall’s pricing is transparent, with clear distinctions between the Essentials, Professional, and Custom plans. Aircall also provides 24/7 phone support for Pro and Enterprise plans, while lower-tier plans have limited support options.

On the other hand, Dialpad’s pricing structure is based on a pay-as-you-grow model, with its Standard, Pro, and Enterprise plans offering increasing levels of features and customisability.

Cost Effectiveness for Small Businesses

Cost-effectiveness is a crucial factor for small businesses. Aircall’s Essentials plan, with its basic integrations and features, is a cost-effective solution that allows customer’s to scale.

On the other hand, Dialpad’s Standard plan, while slightly more expensive, offers a broader range of features, making it a potentially more cost-effective choice for businesses with more complex communication needs.

Custom Plans for Enterprise Needs

For larger organisations both Aircall and Dialpad offer custom plans.

Aircall’s Custom plan allows for tailored solutions to meet specific business requirements, while Dialpad’s Enterprise plan offers advanced features and dedicated account managers for businesses with high-volume communication needs.

Both plans are priced on a case-by-case basis, allowing for a high degree of customisation to meet each business’s unique needs.

Making the Right Choice for Your Business

Ultimately, choosing between Aircall and Dialpad depends on your specific business needs and goals, including selecting the right VoIP provider.

Both platforms offer robust features and integrations, but each has unique strengths.

Aircall’s simplicity and ease of setup may appeal to businesses from startups, small businesses to mid-market enterprises.

Considerations for Startups

For startups, a cloud phone system’s ease of use and setup is crucial. Aircall’s user-friendly interface and straightforward setup process make it an attractive option.

Its Essentials plan offers a cost-effective solution for startups with basic communication needs.

Considerations for Established Businesses

Advanced features and integrations are often more important for established businesses. Dialpad’s AI-powered tools, advanced analytics, and seamless CRM integrations make it a compelling choice.

Its Pro and Enterprise plans offer scalability and customisation options to meet the growing needs of larger organisations

Conclusion and Final Thoughts

In conclusion, Aircall and Dialpad offer robust cloud-based phone systems that significantly enhance your business communications.

Your specific business needs, the size of your organisation and your budget should guide your choice between the two. Consider each platform’s unique strengths and how they align with your business goals.

Aircall is simple and easy to set up and allows businesses to scale and is easy to use and administer. Dialpad has advanced AI features and can grow to meet your needs. Both platforms offer a lot. The best cloud phone system for your business is the one that best meets your communication needs and growth plans.

Comparison Summary Table: Aircall vs Dialpad

To help you decide, we have summarised the main differences between Aircall and Dialpad in the table below. This table provides a quick overview of each platform’s main features, pricing, and unique selling points. Remember, the best choice depends on your business needs and objectives.

This detailed comparison should help you better understand Aircall and Dialpad’s offerings. Use this information to choose the best cloud phone system for your business.

Author
Picture of Paul Bichsel
Paul Bichsel
Paul is our Team Leader and SuccessCX Director. Absolutely focused on the human elements of customer experience and dedicated to his family. He revels in nothing more than a cheeky win in a game of Uno. Paul believes ‘the best time to do something, is now’ unless it cuts into his morning coffee and wordle session.
Subscribe to newsletter
Get the best tips and tricks