Dialpad Connect vs. JustCall

So you’ve been tasked with deciding which customer-facing business phone system or contact center solution is best for your organization. No pressure. Except there is! With the number of options out there, each with different pricing plans and perks.

The good news is you’ve come to the right place to figure it out. Keep reading for a detailed comparison of two powerhouse options: Dialpad Connect and JustCall.

What do Dialpad and JustCall have in common?

Dialpad and JustCall are both cloud-based unified communications platforms with contact center functionality. If you have customer-facing teams like Sales and Customer Support, both Dialpad and JustCall have options that will let your agents and sales reps handle those external customer communications.

Both solutions also have customer service and sales AI features, but as we'll see later—there are some question marks when it comes to the quality and sophistication of these AI features. And both integrate with apps like Google Workspace, Microsoft 365, and Okta to automate tasks and automatically log calls and other activities reps, which frees up more time.

Although they have several things in common, these two platforms are also unique in their own ways. Check out some of the main differences between Dialpad and JustCall below.

How are Dialpad and JustCall different?

Probably one of the biggest things that stick out is that JustCall does not have a team messaging platform or video conferencing solution. That means that while JustCall may provide the external customer communications features you need, you'll likely need to pay for (and manage) a separate tool for internal team communications, like Slack or Zoom.

With Dialpad, you have those internal channels along with contact center functionality, all in a single app:

Dialpad is also built on the Google Cloud Platform, which allows us to do neat things like minimize downtime and release new features every week—not quarterly like most other platforms.

So, if you’re looking for something that’ll help you close more deals, manage a contact center team, and communicate with anyone from anywhere over the phone, video, or messaging—all while delivering an exceptional customer experience—then keep reading.

Easy peasy telephony

Whether you work in tech or not, using your business phone system should be easy.

Dialpad's business messaging platform automatically syncs across all devices, which gives you a single source of truth for all your business conversations, whether they're with your team members, customers, or prospects.

Say you had a quick call with a colleague on the desktop app and sent her a business text on your mobile app. Both conversations with that colleague will show up when you open Dialpad. This makes it easy to find where the conversation left off, no matter what device you’re using.

Room for all your favorite apps

When it comes to integrations, Dialpad and JustCall both have pretty robust app marketplaces (although there's nothing about APIs on JustCall's integrations page³, so if you want to build custom integrations with, say, a homegrown CRM then that may not be possible).

One thing to note: make sure you try out how the integrations work on both platforms when you're comparing them. For example, Salesforce is a pretty key integration—we'd recommend trying out how it integrates with both Dialpad and JustCall, on both desktop and mobile.

(Do you get full Salesforce functionality whether you're on your computer or your cell phone?)

Here's how Dialpad's Salesforce integration looks, for instance:

100% (yes, really) uptime

When choosing a business phone system, call quality is super important. JustCall and Dialpad both leverage VoIP technology to provide high-quality calls, and JustCall actually claims to have "distributed tier-1 infrastructure for best quality,"⁴ which sounds solid.

Dialpad’s telephony architecture is cloud-native, adaptable, and reliable—with a global voice network and a unique dual cloud architecture that are designed specifically for excellent call quality, worldwide.

The result: Dialpad offers an unprecedented 100% uptime SLA for Enterprise plan customers. In comparison, JustCall maxes out at 99.99% uptime.⁵ (The industry gold standard is usually quoted at "five 9s," or 99.999%.)

Call analytics reports: No math degree needed

Both Dialpad and JustCall do offer reporting—with Dialpad, you can see all your data right from your Analytics tab.

Heatmaps that show when you’re getting the most calls—and how your average speed to answer is trending during the day? Check.

Call durations? Check.

Dialpad even spots keyword terms that keep popping on your customer calls, and has custom Business Intelligence reporting if you want to really drill down into the numbers.

For most contact center leaders though, one of the biggest benefits is that they can easily spot pesky issues that might be tripping up the team, improve their agent training, and boost the performance of the contact center:

So supportive, you can lean on us anytime… Literally

Both Dialpad and JustCall offer customer support, but there are some key differences in the support options you get (and it's also where Dialpad shines). Dialpad has 24/5 live web and chat support on its least expensive plan, and just one step up to the $25/month plan will unlock 24/7 phone support too. JustCall has only email and chat support, and nothing about their customer support hours.⁶ (Learn more about the best JustCall alternatives.)

But don’t take our word for it. Here’s what our customers say:

Even though Dialpad’s customers run the gamut from solopreneurs to organizations with 1,000+ people, you won’t be able to tell.

That’s our goal. And that’s also why we’ve designed Dialpad to be so easy to use without IT help. It should just work. And in the rare cases where something does come up (because, well, technology), our team is here at all hours of the day or night to help you with 24/7 support on the Pro and Enterprise plans. We don’t run a traditional 9-to-5, and most of our customers don’t either.

And let’s be honest, the easier we can make it for you, the less stressed our Customer Support team will be.

And our secret sauce: Dialpad Ai

Everyone talks about AI. But no one really talks about how it works or why you’d even want it in your phone system or cloud contact center platform.

So here’s what Dialpad Ai does for you. Not only does it automatically transcribe your voice conversations—in real-time—it can also detect customer sentiment on calls based on the words they use, and pick out keywords and phrases so you can track them:

For example, if your customers are bringing up a competitor’s name or asking a lot of tricky questions about price, you’ll know.

Having analyzed over five billion minutes of proprietary voice and messaging data, Dialpad Ai is purpose-built for business conversations. And not only can it transcribe your voice and video calls in real time, Dialpad Ai also integrates with ChatGPT to automatically generate a call summary with a short recap in friendly, natural language after every meeting:

Not only that, Dialpad Ai also powers the live sentiment analysis feature, QA scoring, and the Ai Assistant, which automatically search all connected knowledge sources in real time to provide agents the information they need to handle tough customer questions:

Most importantly, Dialpad's automatic speech recognition (ASR) and natural language processing (NLP) engine is proprietary. Meaning we built it ourselves, and it’s one of the most accurate out there.

While JustCall does market "speech analytics" features, there's no information about whether their AI is built in-house, how much data it's trained on, or whether it's tacked onto their platform through a third party partnership. If having that peace of mind is important to you, then you'll likely have an easier time with Dialpad when handling security and privacy questions around AI.

How much does Dialpad cost?

Dialpad Connect starts at only $15/user/month and includes unlimited call recording and real-time transcription, just to name a few. If you want more robust inbound and outbound contact center features, there's also the Dialpad Support and Dialpad Sell plans you can choose from.

How much does JustCall cost?

JustCall's plans are $24 or $48 per user per month⁷, but the features in each plan don't line up cleanly with Dialpad's different pricing plans, so it'll be hard to estimate pricing off the bat—your best bet is to get a quote from both providers if you're still interested in both Dialpad and JustCall.

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³justcall.io/integration/

⁴justcall.io