Dialpad vs Gong

Ringover

800.com

Nextiva

Ringover is a 100% Cloud voice - video - chat - text and call center solution focused on team productivity and directly configurable by managers. The key: end-to-end technological control, a user-friendly interface, and support at each step.

800.com is the AI-powered business phone and call intelligence platform trusted by 45,000+ companies. Get a toll-free, local, or vanity number in minutes, with AI agents that answer 24/7, call tracking that proves ad ROI, and AI summaries on every call. From $19/mo, no contracts.

Cloud-based AI customer experience platform unifying VoIP, omnichannel contact center, video, and team messaging for businesses of all.

Operations Manager

It has not been great - we have been loyal customers and increased licences however when we tried to reduce them again, they still charge us for the additional licences over 6 months later, and no response from them at all.

Terrible customer support who make you go through their clunky chat app to accomplish anything, and even then do not help you.

Dialpad turns call recording into operational intelligence. Agentic AI generates transcripts, summaries, and action items in real time, surfacing coaching and compliance insight instead of leaving recordings unreviewed — all secured through Dialpad's Guardian layer.

Access Controls/Permissions

Activity Tracking

Agent Interface

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Archiving & Retention

Assessment Management

Auto-Dialer

Automated Attendant

Automated Routing

Automatic Call Distribution

Automatic Outbound Dialer

Call Center Management

Call Conferencing

Call Disposition

Caller ID

Call List Management

Call Logging

Call Monitoring

Call Queues

Call Recording

Call Reporting

Call Routing

Call Scheduling

Call Scripting

Call Tracking Metrics

Call Transfer

Campaign Management

Chatbot

Chat/Messaging

Collaboration Tools

Communication Management

Computer Telephony Integration

Conferencing

Contact Management

Content Management

Conversation Intelligence

Dashboard

Drag & Drop

Employee Directory

Fax Management

File Transfer

Goal Setting/Tracking

Inbound Call Center

Intent Recognition

Knowledge Base Management

List Management

Live Chat

Manual Dialer

Meeting Management

Mobile Access

Monitoring

Multi-Channel Communication

Multi-User Collaboration

Natural Language Processing

Onboarding

On-Demand Recording

Online Voice Transmission

Outbound Call Center

Performance Management

Performance Metrics

Playbooks

Power Dialer

Predictive Dialer

Queue Management

Recommendations

Recording

Reporting/Analytics

Sentiment Analysis

Single Sign On

SIP Trunking

Speech Recognition

Speech Synthesis

Third-Party Integrations

Training Management

Unified Communications

Video Conferencing

Visual Analytics

Voice Mail

Voicemail Transcription

VoIP

VoIP Connection

Users appreciate Dialpad’s competitive pricing and the inclusion of essential features in one tier, and they value transparent, affordable rates. However, some reviewers feel hidden fees and unclear surcharges make the true cost difficult to determine.

Value for money

Reviews for Dialpad come from a wide variety of industries, including computer software (10% of reviewers), real estate (9%), and marketing and advertising (6%). The most frequent use case for Dialpad cited by reviewers is business phone systems (33% of reviewers).

Dialpad

Windows

iPad

Web-based

Android

iPhone

RingEX

Vonage Business Communications

RingCX

GoTo Connect

Zoom Workplace

Twilio

JustCall

Five9

Aircall

Ooma Office

Grasshopper

8x8 Work

Kixie PowerCall & SMS

CloudTalk

Google Voice

Standard

Enterprise

Inconsistent sound performance

57% of reviewers feel negative about Dialpad’s audio quality. Users report issues with headset compatibility, muffled or choppy sound, and difficulties switching between audio devices. They say that even with high-speed internet, audio can be garbled or unclear, particularly when using Bluetooth or specific hardware setups. Reviewers mention occasional problems with sound dropping out or not connecting properly, which can disrupt meetings and calls. Many users highlight that troubleshooting audio settings is a recurring inconvenience.

Noticeable call latency

Advertising Manager

There is a significant delay between when you speak and when your voice is heard by the person on the other end of the line.

76% of reviewers feel negative about Dialpad’s call delay. Users report frequent lags between speaking and being heard, which disrupts conversations and makes communication challenging. They say delays can occur even with strong internet connections, leading to missed calls, echo, or slow call initiation. Reviewers mention that call latency is especially problematic during important business interactions and can result in dropped calls or difficulty connecting. Many users find these delays frustrating and say they impact overall reliability.

Frequent technical glitches

55% of reviewers feel negative about Dialpad’s bugs and technical issues. Users report regular software glitches, such as freezing, app crashes, and problems with updates. They say integration with other platforms can be unreliable, and some features do not work as expected. Reviewers mention delays in receiving support for technical problems and express frustration with recurring bugs that require frequent restarts or manual intervention. Many users highlight that these issues disrupt workflow and create uncertainty about system stability.

Unresponsive and rigid support

What they don't tell you is that there are no refunds, even if you cancel during the "trial". When I tried to cancel, their internal chat system would not connect me to an agent, saying that no one was available to cancel my account.

56% of reviewers feel negative about Dialpad’s customer support. Users say support is slow to respond, unhelpful, and often fails to resolve issues promptly. They report difficulties with billing disputes, contract cancellations, and account changes, frequently encountering rigid policies and a lack of accountability. Reviewers mention that communication with support is often complicated by lengthy back-and-forth exchanges and that promised solutions are rarely delivered. Many users express frustration with hidden fees and a perceived lack of transparency.

Unreliable call handling

38% of reviewers feel negative about Dialpad’s call management. Users report problems with dropped calls, missed notifications, and difficulties transferring or forwarding calls. They say managing call queues and searching call history can be cumbersome, especially for teams handling high call volumes. Reviewers mention that integration with CRM systems is sometimes inconsistent, and managing shared lines or main numbers is limited. Many users find that these call management challenges hinder efficient communication and require additional manual work.

Flexible for small teams

95% of reviewers feel positive about Dialpad’s suitability for small businesses. Users say the pricing structure is affordable and the feature set covers essential needs for growing teams. They appreciate being able to scale services as their business expands and value the ability to manage operations on the go. Reviewers mention that Dialpad provides enterprise-level capabilities without the complexity or high costs, making it accessible for startups, nonprofits, and small organizations. Many users highlight that setup and integration with other tools are straightforward for small business environments.

Quick and simple deployment

It's super simple to set up on the desktop and the app for on-the-go usage.

91% of reviewers feel positive about Dialpad’s setup process. Users say installation and configuration are straightforward, allowing them to get started quickly without technical hurdles. They appreciate that the admin interface is user-friendly and that onboarding new users or scaling up is uncomplicated. Reviewers mention that the setup process requires minimal training and that deploying the software across teams is efficient. Many highlight that the ability to customize settings and integrate with other tools makes the initial deployment smooth and hassle-free.

Comprehensive call documentation

accounting

The call recording helps greatly with customer service issues and training csr.

86% of reviewers feel positive about Dialpad’s call recording features. Users indicate that automatic call recording and transcription are valuable for reviewing conversations, training staff, and resolving customer service issues. They appreciate being able to access, download, and share recordings easily. Reviewers mention that the transcription service is accurate and helps them quickly scan for important details or action items. Many users find that having a record of calls supports compliance and improves accountability within their teams.

Intuitive everyday experience

96% of reviewers feel positive about Dialpad’s ease of use. Reviewers indicate the platform is straightforward and simple to navigate, making daily tasks less complicated. They say the user interface is clean and visually appealing, allowing them to accomplish work efficiently without a steep learning curve. Users appreciate being able to access features quickly, whether on desktop or mobile, and find that the software streamlines their workflow. Many reviewers highlight that the ease of use helps them stay productive and reduces the time spent on training or troubleshooting basic functions.

Seamless device flexibility

Customer Success Manager

Further, I like that Dialpad can operate on both my mobile phone and computer, allowing to take my "desk phone" with me wherever I go.

Executive Assistant

I can easily work on my computer station, use it in a browser or the software application, I also have it on my phone and that feature allows me to be more flexible and available to my company.

92% of reviewers feel positive about Dialpad’s phone and desktop integration. Reviewers appreciate being able to take calls and manage communications from their computer, mobile phone, or even a desk phone without extra hardware. They say this flexibility supports remote work and allows them to stay connected wherever they are. Users highlight the convenience of switching calls between devices and managing business numbers across platforms. Many find that integration with existing workflows, such as email or calendar, enhances productivity and supports a mobile workforce.

Compliance and Credentialing Support Specialist

Navigation: User-friendly AI software, the moment we start using it as our main communicator, it only takes us minutes to be familiarize with its functionalities , plus the AI voice integration helps us minimize the background noise when we make calls to our clients.

Quality Manager

From an operational standpoint, Dialpad is fine for a small volume call center with very straight forward data requirements. If you're a data centric company or coming from a VOIP service with more robust reporting, there will be a learning curve.

call center agent

wrap up codes, we need more options like, confirm appointment, clinical questions, and a call disconnected code, instead of noting it.

You have to export reports to get the data you want in the way you want but you'll have to spend 15min reformatting and combining spreadsheets to tease out the data or trends you want.

Director of Operations

Our Dialpad Administrator has spent more than 18 hours attempting to resolve the issues associated with not being to add users, edit user profiles, competing calls, routing calls to mobile numbers and answering calls.

Teacher

There was also a learning curve for some advanced features, and notifications could become overwhelming during busy workdays.

Its modern UI, AI-powered call transcriptions, and transparent per-seat pricing make it easy for small DTC teams to adopt without heavy IT lift.

It is a convenient and reliable communication tool that supports collaboration and organization in an educational setting.

Reporting is limited and on the rails, meaning no customization in any real sense.

I have had a terrible experience with Dialpad . Since October 2023, my company, VICNA, has been overcharged more than AU$10,000 for services we never used. Despite repeated emails and even a Zoom meeting to explain the situation, the issue remains unresolved, and they continue to charge us incorrectly every month.

National Recruiting Director

I don't love that it forces us to send an automated opt-out message after texting someone, even if they have already provided consent.

The platform offers a range of features that are helpful for managing communications, making it convenient for day-to-day use.

Director of customer support and success

The integration with HubSpot is very limited and we typically run into issues for things are not getting associated or logged correctly

What I liked most about Dialpad as an educator was its ease of communication and accessibility.

The problem is so fundamental that Dialpad has failed in its essential purpose, and we have lost confidence in their ability to deliver a working solution.

Director of Human Resources

I think it is okay because we transferred our workforce to remote and needed the option to have inbound and outbound calling

Founder

Easy to use app, texting (sending and receiving), support and considerate pricing.

Director, IT

There is a great intuitive interface, cloud-based accessibility, and robust features Calls made using the platform are clear and  the video calls and AI-driven transcription services are stellar.

Pinning

Easy to make calls and send texts messages.

You end up wasting months trying to finalize the "privacy policy" on your website, only to be left unable to send SMS messages.

It has all the features you need Call recording, call monitoring, call history, and texting, the list goes on.

Director of Telecommunications

Multiple calls with same ANI would result in first call going proper IVR workflow.  

Outages & dropped calls are not infrequent events & have been hard to get resolution for despite ongoing communication with their support  team.

This ongoing problem has caused financial strain, and their slow or non-existent communication makes the situation even more frustrating."

Operations Supervisor

What I like least is that sometimes the mobile app can lag or feel less smooth than the desktop version.

Agent

Overall, Dialpad has provided a consistently positive experience with clear calls, useful features, and solid reliability.

Co-founder

Last week we had an entire three days that we could not receive calls, they all simply went to the same voice box.

I do enjoy that dial pad integrate with our main CRM system HubSpot.

Owner

The support team wouldn't help me because I didn't upgrade to a higher tier....wtf?

The phone app works on iPhones, and the desktop app functions well.

They had a flaw with calls ringing in that came from the same ANI.  

Their team shows little accountability, merely shifting responsibility to third parties instead of resolving issues directly.

Customer Care Manager

I like that we can effortlessly customize the tool to fit our needs.

We switched from 8x8, having a hard time getting our dedicated rep on the phone.

Dialpad vs Gong Comparison (2026)

Dialpad

Gong

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives