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Dialpad vs Webex Calling

Last Updated: November 18th, 2024

Our analysts compared Dialpad vs Webex Calling based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Dialpad is a unified communications as a service (UCaaS) platform available on desktop, mobile and through web browsers. It comes with a web app, voicemail transcription, online meetings and integration with Office 365 and Google Apps for Work. Advanced plans offer custom analytics and reporting, unlimited ring groups and integrations with Zendesk, Slack, Hubspot and Azure.

Its contact center provides interactive voice response (IVR), omnichannel routing and analytics dashboards for easy monitoring and coaching of call agents. AI-powered Voice Intelligence performs live sentiment analysis through automated note-taking so that supervisors can step in in time to help improve call outcomes. Through built-in machine learning, it highlights actionable call content and call summary for agent feedback. Subscribers can dial unlimited numbers across the U.S. and Canada. It is presently a preferred partner of Google, Microsoft and Sprint. The vendor offers a 14-day free trial.

Webex Calling is a sophisticated software solution designed to manage business phone tasks with efficiency and reliability. It offers cloud-based calling services that integrate seamlessly with existing communication systems, providing a comprehensive platform for voice, video, and messaging. This software is particularly well-suited for medium to large enterprises that require robust, scalable communication solutions to support their operations. Its cloud-based nature ensures flexibility and ease of deployment, making it ideal for businesses with distributed teams or remote workforces.

Key benefits of Webex Calling include enhanced call quality, advanced security features, and seamless integration with other collaboration tools. Popular features encompass high-definition voice and video calls, voicemail, call forwarding, and detailed analytics. Users appreciate its intuitive interface and the ability to manage calls from various devices, including desktops and mobile phones.

Compared to similar products, Webex Calling is often praised for its reliability and comprehensive feature set. Pricing details can vary based on the specific needs and scale of the business, so it is recommended to contact SelectHub for a tailored pricing quote. This ensures that businesses can get the most accurate and cost-effective solution for their unique requirements.

$15/User, Monthly

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$11.95/User, Monthly, Freemium

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Product Insights

Seamless Communication: Dialpad unifies all communication channels (voice, video, chat, SMS) into a single, intuitive platform, streamlining collaboration and eliminating the need for multiple apps.
Enhanced Productivity: AI-powered features, such as call transcription, note-taking, and automated follow-ups, free up time for teams to focus on high-value tasks.
Improved Customer Experience: Dialpad's omnichannel capabilities allow businesses to provide personalized and consistent support across all channels, enhancing customer satisfaction.
Cost Savings: Dialpad's cloud-based architecture eliminates the need for expensive hardware and maintenance costs, reducing operational expenses.
Scalability and Flexibility: Dialpad's flexible pricing plans and easy-to-use interface enable businesses of all sizes to scale their communication systems as needed.
Increased Mobility: Dialpad's mobile app allows teams to stay connected and productive from anywhere, fostering collaboration and remote work.
Improved Security: Dialpad meets industry-leading security standards, ensuring the privacy and confidentiality of sensitive business communications.
Real-Time Analytics: Dialpad provides detailed analytics and reporting, empowering businesses to track key metrics, identify trends, and optimize their communication strategies.
Integrations with Business Tools: Dialpad seamlessly integrates with popular CRM, productivity, and collaboration tools, enhancing workflow efficiency.
Exceptional Customer Support: Dialpad's dedicated support team provides personalized assistance and guidance, ensuring a smooth and successful implementation.

Cost Efficiency: Reduce expenses by eliminating the need for traditional phone lines and hardware, leveraging cloud-based solutions instead.
Scalability: Easily scale your phone system up or down based on business needs without the hassle of physical infrastructure changes.
Global Reach: Enable seamless communication across different geographical locations, supporting remote and international teams effectively.
Integration Capabilities: Integrate with other business tools like CRM systems and collaboration platforms to streamline workflows and enhance productivity.
Reliability: Benefit from high uptime and robust performance, ensuring that your communication channels are always available when needed.
Advanced Security: Protect sensitive business communications with enterprise-grade security features, including encryption and secure access controls.
Flexibility: Support a variety of devices and platforms, allowing employees to make and receive calls from their preferred devices, whether it's a desk phone, mobile, or computer.
Enhanced Collaboration: Facilitate better teamwork with integrated features like video conferencing, screen sharing, and instant messaging.
Improved Customer Service: Offer superior customer support with features like call routing, auto-attendants, and voicemail-to-email, ensuring no call goes unanswered.
Analytics and Reporting: Gain insights into call patterns, usage, and performance with detailed analytics, helping to make informed business decisions.
Business Continuity: Ensure uninterrupted communication during emergencies or outages with built-in redundancy and disaster recovery options.
Ease of Management: Simplify administration with a centralized, user-friendly interface for managing users, settings, and policies.
Environmental Impact: Reduce your carbon footprint by minimizing the need for physical hardware and leveraging energy-efficient cloud infrastructure.

Contact Center: Give employees valuable feedback using real-time screen recording to view an agent’s entire screen and evaluate workflows. Record customer-agent conversations and store them in a CRM database for later review. Access caller history and interact with customers on multiple platforms via omnichannel support. Provide a customer satisfaction (CSAT) survey for customers to leave reviews.
Calling: Make calls on laptops, tablets, smartphones, or desk phones utilizing cloud calling and AI technology.

VoIP: Provide high definition clarity conversations utilizing WebRTC and Opus codec technologies, ensuring 100% uptime SLA.
User Set Up: Add new employees, assign roles and phone numbers to members, give permissions and more from one central location. Automatically sync employee’s Microsoft 365 and Google G Suite accounts, allowing document sharing, calendar correspondence and messaging.
Voice Intelligence (Vi): Record, transcribe and capture essential action items during phone calls with built-in natural language processing (NLP) and voice recognition technology. Record who said what and when during a call with a back-and-forth, text format transcription. Search through recorded phone conversations for keywords and receive post-call summaries to keep track of important information exchanged during a call.
Mobility: Work from anywhere and anytime on the business phone mobile app. Send messages, check voicemail and make, receive, transfer and record calls and more
Call Distributor: Set up interactive voice response (IVR) to establish an automated call center tailor-made to assist customer’s specific needs. Create routing rules to send customer calls to appropriate departments automatically, giving callers the option to leave a voice message or receive a callback. Receive call analytics that shows available representatives, call duration and speed to answer.
Call Handling: Transfer incoming calls to other members, forward to external numbers, add a third party and more. Switch calls between devices such as a laptop and smartphone.

Messaging: Communicate with team members with SMS, MMS, Group SMS and more. Connect with customers, clients and vendors externally on any device. Switch ID to another department to conceal personal numbers. Communicate with peers with internal messaging, allowing for group messing with internal and external members. Show if a member is available, busy or away with presence and status functions.
Web Conferencing: Conduct high-quality, secure video and audio conferencing calls with more than 50 international access numbers.

Conference Call App: Join a conference call from any iOS or Android device.
Controls: View current speakers, conference information and lists of participants. Change screen layouts from the grid view to the video view and switch between screen view and participant view during screen sharing. Mute all participants and lock conference calls with organizer controls.
Group Chat: Ask a question, make a comment and communicate with meeting participants.
Screen Sharing: Share a window, entire screen, document, tab within a window and more with meeting participants.
Conference Call Dial-Out: Automatically dial-out to invited members before a conference call begins or send an invite during an active call.

Security: Enforce data protection with 256-bit Advanced Encryption Standards on the Google Cloud Platform. Layered encryption keeps calls, messages and payments secure. Flag and reroute system failovers with built-in automatic backups, ensuring no data loss occurs.
Sales Support: Provide agents with real-time, in-call support with Live Coach. Check on calls with live sentiment analysis, listen in on calls and join calls when additional help is needed. Give agents helpful advice when specific keywords or phrases are used on calls.

Cloud-Based System: Webex Calling operates entirely in the cloud, eliminating the need for on-premises hardware and simplifying maintenance.
High-Definition Voice Quality: Ensures crystal-clear audio for all calls, enhancing communication clarity and reducing misunderstandings.
Global Reach: Provides international calling capabilities, allowing businesses to connect with clients and partners worldwide seamlessly.
Integrated Collaboration Tools: Combines calling with Webex Meetings and Webex Teams for a unified communication experience.
Advanced Call Routing: Features such as hunt groups, call queues, and auto-attendants ensure calls are directed to the right person or department efficiently.
Mobile and Desktop Apps: Offers applications for both mobile devices and desktops, enabling users to make and receive calls from anywhere.
Voicemail to Email: Converts voicemail messages to email, allowing users to listen to messages directly from their inbox.
Call Analytics: Provides detailed call analytics and reporting, helping businesses monitor call performance and identify areas for improvement.
Security and Compliance: Adheres to industry standards for security and compliance, including end-to-end encryption and GDPR compliance.
Integration with Existing Systems: Seamlessly integrates with existing business applications such as CRM systems, enhancing workflow efficiency.
Scalability: Easily scales to accommodate business growth, whether adding new users or expanding to new locations.
Emergency Calling: Supports emergency calling features, ensuring compliance with local regulations and enhancing safety.
Call Recording: Allows for the recording of calls for training, quality assurance, and compliance purposes.
Multi-Device Support: Users can switch between devices during a call without interruption, providing flexibility and convenience.
Directory Integration: Integrates with corporate directories, making it easy to find and contact colleagues.
Customizable User Interface: Offers a customizable interface to meet the specific needs and preferences of different users.
Hot Desking: Enables employees to log into any phone within the organization, making it ideal for flexible work environments.
Call Park and Retrieve: Allows users to park a call and retrieve it from another device, enhancing mobility within the office.
Presence Information: Displays the availability status of colleagues, helping to streamline communication and collaboration.
Call Forwarding: Provides various call forwarding options, ensuring important calls are never missed.

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Analyst Rating Summary

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User Sentiment Summary

86%

of users recommend this product

Dialpad has a 'great' User Satisfaction Rating of 86% when considering 1190 user reviews from 5 recognized software review sites.

85%

of users recommend this product

Webex Calling has a 'great' User Satisfaction Rating of 85% when considering 307 user reviews from 1 recognized software review sites.

4.7 (41)

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3.8 (64)

4.25 (307)

Awards

Synopsis of User Ratings and Reviews

Seamless Integration: Dialpad effortlessly integrates with popular business tools like Google Workspace and Salesforce, streamlining communication and enhancing productivity.

Advanced Call Management: Its robust call management features, such as call forwarding, call recording, and voicemail transcription, empower businesses to handle calls efficiently and professionally.

Collaboration Hub: Dialpad serves as a central hub for team collaboration, enabling users to share files, send messages, and hold video conferences, fostering seamless communication and teamwork.

AI-Powered Insights: Dialpad's AI capabilities provide valuable insights into call performance, customer behavior, and agent productivity, helping businesses optimize their communication strategies.

Cost-Effective Solution: Dialpad's flexible pricing plans and cloud-based infrastructure make it an affordable and scalable solution for businesses of all sizes.

Seamless Cisco Integration: Webex Calling is known for its easy integration with other Cisco products, making it a natural choice for businesses already invested in the Cisco ecosystem.

High-Quality Audio and Video: Users consistently praise Webex Calling for its clear audio and video capabilities, ensuring professional and productive business communications.

Strong Security Measures: Businesses with security top of mind appreciate Webex Calling's robust security features that keep sensitive conversations protected.

Scalability for Businesses of All Sizes: Webex Calling is designed to grow with your business, making it an attractive option for both small businesses and large enterprises.

User-Friendly Interface: Many users find the platform intuitive and easy to navigate, reducing the learning curve for new users.

Excellent Mobile Functionality: The Webex Go tool extends the platform's capabilities to mobile devices, enabling users to stay connected from anywhere.

Limited Integrations: Dialpad's integration options are limited compared to other business phone systems, making it difficult to connect with essential business tools.

Inconsistent Call Quality: Users have reported experiencing inconsistent call quality, including dropped calls and audio issues, which can disrupt business communications.

Complex User Interface: The Dialpad user interface can be complex and challenging to navigate, especially for users with limited technical expertise.

Limited Customization Options: Dialpad offers limited customization options, making it difficult to tailor the system to specific business needs.

Pricing Concerns: Some users have expressed concerns about Dialpad's pricing structure, finding it to be expensive compared to similar business phone systems.

High Cost: Webex Calling tends to be more expensive than some of its competitors, which can be a deterrent for budget-conscious businesses.

Mobile App Issues: Some users have reported experiencing occasional problems with the Webex Calling mobile app, which can be inconvenient for employees who rely on their mobile devices for work.

Complex Setup: The initial setup and configuration process for Webex Calling can be complex and time-consuming for some users, particularly those without a strong technical background.

Limited Call Management: Compared to competitors, Webex Calling offers a limited set of call management features. Basic features like call queues, call monitoring, voicemail-to-email, and call recording often require users to purchase the more expensive Enterprise Plan.

Dialpad consistently receives positive user reviews, with many praising its ease of use, feature-richness, and reliability. Users find it intuitive to set up and manage, with a user-friendly interface and comprehensive documentation. Dialpad's robust feature set, including video conferencing, call recording, and CRM integration, meets the needs of businesses of all sizes. Its reliability is also a key strength, with users reporting minimal downtime and excellent call quality. Compared to similar products, Dialpad stands out for its cloud-based architecture, which provides flexibility and scalability. Users appreciate the ability to access Dialpad from any device, allowing for remote work and collaboration. Dialpad's AI-powered features, such as call transcription and sentiment analysis, also differentiate it from competitors, providing valuable insights and improving customer interactions. Dialpad is best suited for businesses looking for a comprehensive and easy-to-use business phone system. Its cloud-based architecture, feature-richness, and reliability make it an excellent choice for companies of all sizes, particularly those with remote or distributed teams. Dialpad's AI-powered features provide an added advantage for businesses seeking to enhance customer interactions and gain valuable insights.

Is Webex Calling all it's cracked up to be? User reviews from the last year paint a somewhat mixed picture of this popular calling solution. On the plus side, Webex Calling consistently receives praise for its robust calling features, including high-quality audio and video, and its seamless integration with other Cisco products, a major selling point for businesses already invested in the Cisco ecosystem. Users highlight the platform's user-friendly interface, especially for conducting video conferences and managing calls across multiple devices, which boosts productivity for remote and hybrid teams. However, some users find the initial setup process to be a bit daunting, and the pricing structure less competitive than some alternatives. A common gripe is the limited scalability and call management features available in the basic plans, pushing businesses to opt for the pricier Enterprise Plan for functionalities like call queuing and voicemail-to-email. Additionally, while Webex Calling boasts integration with Webex Meetings, its overall app integration capabilities are considered less impressive compared to competitors. In conclusion, Webex Calling emerges as a solid choice for businesses prioritizing a reliable and secure calling solution deeply integrated with the Cisco ecosystem, particularly those with straightforward communication needs. However, businesses seeking advanced call management features or extensive third-party integrations might find more comprehensive solutions elsewhere.

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FAQ

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