Dialpad vs. Aircall

Since you’re comparing Dialpad and Aircall, we’re going to take a wild guess here and say you’re looking for a less conventional—and more innovative—option.

You might also be price-sensitive, looking for the best value for your dollar. Which is totally fair considering your everyday communications solution is one of the biggest investments your business will make, and we’re not just talking financially. The experience and satisfaction you offer your customers—and your agents—are at stake.

No pressure, right?

​​The good news is you’ve come to the right place to figure it out. We’ve put together this detailed comparison of two easy-to-use options: Dialpad Connect and Aircall.

What’s the difference between Dialpad and Aircall?

Dialpad and Aircall both offer phone system and cloud-based contact center features, including analytics, the ability to easily scale to add new users, and integrations with top CRM platforms. Yet there are just as many differences as there are similarities that you’ll need to consider before purchasing.

Here we’ll cover the key differences that set the two apart.

Truly unified communications

Dialpad offers an AI-powered collaboration and customer engagement platform that combines voice, video, and SMS/MMS and team messaging along with a Contact Center as a Service (CCaaS) features.

This means you can access both internal communications and contact center communications, seamlessly, from one single platform. No window or tab switching needed.

AI-powered transcriptions, insights, and more—all in real time

With built-in Dialpad Ai, you get real-time voice transcriptions, analysis, insights, and even sales coaching in every call.

During the call, Dialpad Ai provides live coaching including tips for contact center agents and information related to the caller’s questions. Contact center managers can set up Real-Time Assist cards to pop up automatically on agents’ screens when certain keywords are spoken and ensure agents have the information they need, when they need it.

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 pricing, you’ll know:

Immediately after the call, Dialpad Ai sends you the transcription and highlights of the action items and key moments (goodbye, manual note-taking) in a call summary to your email inbox, empowering businesses and employees to be more productive, focused, and organized with every call.

Oh, and if you ever see other UCaaS and CCaaS products talk about AI... 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 in terms of transcriptions.

The single pane of glass experience

How much time do your employees spend switching between your different apps? Using multiple systems to handle calls, messaging, video conferences, and so forth can get… confusing.

A single, unified interface that encompasses all your internal team and external contact center’s communications can improve productivity and eliminate sources of confusion. All while reducing costs that would otherwise go towards multiple systems. Wins all around.

Best-in-class support

There’s a reason why Dialpad won the Stevie® Award for sales and customer service (ahem, among a few other awards).

We've designed Dialpad to be super 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 out through the following channels:

• Live chat (available 24/7 globally for all Pro and Enterprise plans—with a real human!)

• Phone (also available 24/7)

• A detailed Help Center

But you don’t have to take our word for it

According to GetApp, folks comparing Dialpad and Aircall found that Aircall is solid, but Dialpad provided better value for the money and was more feature-rich overall, with 92% of reviewers recommending the app:

[1] aircall.io/pricing/