Dialpad vs Zoom: Detailed Head-to-Head Comparison

Summary: Dialpad Business Communications and Zoom Workplace both provide voice and video calling, team chat and collaboration tools, SMS/MMS texting, and analytics.

Zoom is a better option for remote/hybrid teams needing enterprise video conferencing and team collaboration tools, high-level integrations, and scalable voice calling. Dialpad is best for small call centers looking for an all-in-one UCaaS solution with advanced call management, AI analytics, and excellent customer support.

Zoom has more flexible pricing, higher scalability, and cheaper plans than Dialpad, but all Dialpad plans include a more robust feature set that provides better value for money than Zoom.

How We Compared Zoom and Dialpad 

We used the below criteria to compare Zoom vs Dialpad:

• Pricing and Plans: We evaluated each platform’s affordability, scalability, add-ons, and overall value
• Voice Calling: We compared key voice calling features like IVR menus, ring groups, call queues, call routing, and call recording
• Video Calling: We compared maximum meeting lengths and participants, whiteboards, breakout rooms, screen sharing, and post-meeting summary features
• Team Chat+Collaboration: We compared team collaboration tools like team chat with user presence, file sharing and co-editing, and cloud storage
• Business Text Messaging: We compared domestic and international SMS/MMS features and pricing
• Analytics: We compared each platform’s real-time and historical reporting, AI analytics, and available analytics add-ons
• Third-Party Integrations: We compared available third-party integrations, APIs, and developer communities
• Customer Support and Security: We compared available customer support channels and options, priority support add-ons, provider uptimes, and security standards

Zoom vs Diapad: At A Glance

Zoom vs Dialpad Pricing & Plans

Summary: While Dialpad provides greater overall value and includes more advanced features in its most basic plan, Zoom Workplace is more affordable and offers greater scalability. Zoom also has more flexible pricing and a better free video calling tool.

Dialpad Business Communications Pricing

Dialpad Business Communications offers a 14-day free trial and three paid plans with annual billing from $15-$25+ per user/month and monthly pricing from $27-$25+ per user/month.  Add-ons include the Dialpad Ai Sales for speech/text analytics, online faxing, and Premium Support.

• Standard Plan (From $15/user/month): Unlimited inbound/outbound HD calling in the US/Canada, multi-level auto attendant, visual voicemail, 3 ring groups, call recording and live call transcriptions, domestic SMS/MMS, team chat messaging/file sharing, 5-hour meetings for 10 participants, screen sharing, unlimited meeting audio recording, real-time analytics, 24/7 live chat support
• Pro Plan (3-seat minimum, from $25/user/month): Adds 1 additional local or international number, hold queues, 25 ring groups, International SMS, QoS reports, 24/7 phone support, APIs, and integrations with Salesforce, Teams, HubSpot, etc.
• Enterprise Plan (100-seat minimum, quote-based pricing): Adds user extensions, unlimited ring groups, unlimited office maximums, dedicated account manager/support number with priority routing, SLA

See our Dialpad pricing page for more details.

Zoom Workplace Pricing

Zoom doesn’t have a free trial, but offers a free Basic Plan for video calling and team chat. Zoom Workspace has three paid plans from $ 13.32-$21.99+ per user/month with monthly billing and $15.99-$21.99+ per user/month with annual billing. Zoom users can also opt for bundled Zoom Workplace+Zoom Phone Plans (from 120-$180+ per user/month) for cost savings. Numerous Zoom paid add-ons are available, including Global Select for calling in 40+ countries and Zoom Phone Power Back for real-time call queue updates.

• Zoom Workplace Basic Plan (Free): 40-minute video meetings for 100 participants, team chat, local meeting recording, 3 whiteboards, collaborative notes, 5 video clips, live meeting captions, screensharing/co-annotation, breakout and waiting rooms, file sharing, basic integrations
• Zoom Workplace Pro Plan (1-9 users, from $13.32/user/month):  Adds Zoom AI Companion, 30-hour meetings, 5 GB cloud recording storage, free premium Zoom apps for 1 year, co-hosts/alternate hosts, unlimited video clips, meeting reports, live chat customer support
• Zoom Business Plan (10-250 users, from $18.32/user/month): Adds 300 meeting participants, unlimited whiteboards, meeting recording transcripts, meeting room branding, admin portal, live phone support
• Zoom Enterprise Plan (250+ users, quote-based pricing): Adds 1,000 meeting participants, unlimited cloud storage, and Zoom Phone with unlimited inbound calling and metered outbound calling, unlimited IVR, voicemail transcription, call recording and routing, 24/7 live phone/chat support

Zoom Phone Pricing

While Zoom Phone capabilities are included in the Zoom Workspace Enterprise Plan, users can also purchase Zoom Phone as a standalone tool or choose to bundle Zoom Phone+Zoom Workplace.

• Zoom Phone US/Canada Metered (From $120/license/year, $10/license/month): Metered domestic/international calling, SMS/MMS, 24/7 live chat/phone support, US/Canada number
• Zoom Phone US/Canada Unlimited ($180/license/year, $15/license/month): Unlimited US/Canada domestic calling, metered international calling, option to add on unlimited calling to 19 countries
• Zoom Phone+Workplace Pro Plus Bundle (1-99 users, $219/user/year, $21/user/month): Includes Zoom Phone US+Canada unlimited calling, Zoom Workplace Pro plan
• Zoom Phone+Workplace Business Plus Bundle (10-250 users, $269/user/year, $26/user/month): Includes Zoom Phone US+Canada unlimited Calling, Zoom Workplace Business plan, 10 GB cloud storage

See our Zoom pricing page for more details.

Dialpad Ai Voice vs Zoom Phone

Summary: Zoom Phone provides more flexible pricing for domestic and international voice calling than Dialpad, but Dialpad Ai Voice comes with more advanced features like live call transcription, AI call summaries, and unlimited ring groups.

Dialpad Voice

Zoom and Dialpad both offer unlimited HD voice calling in the US and Canada, but Zoom offers unlimited international calling to up to 40 countries and a pay-as-you-go pricing option for domestic calling. While Dialpad includes unlimited local calling and international calling at a per-minute rate in all plans, Zoom Workplace only includes Zoom Phone in its top-tier Enterprise Plan.

Dialpad offers local numbers in 50 countries, international numbers in 25 countries and toll-free numbers in the US and Canada only. Zoom provides toll-free numbers in 29 countries, local numbers in 49 countries, and a Global Select plan for domestic calling in 45+ countries charged at a single rate.

Zoom Phone

Dialpad and Zoom both include voicemail transcription, on-demand/automatic call recording, multi-level IVR, and custom business hour routing in all plans. Zoom Phone and Dialpad both have a 50-person call queue maximum, but Zoom limits the maximum number of ring groups to 10 members while Dialpad offers unlimited ring groups. Dialpad and Zoom both include call blasting, alongside sequential, longest idle, and round robin routing–but Dialpad provides intelligent skills-based routing and randomized routing.

All Dialpad plans include real-time call transcription, AI automated post-call summaries, and suggested action items. As of this writing, Zoom Phone admins must enable live and post-call transcription separately, and its AI Companion call summary tool is restricted to Contact Center users. That said, while Zoom includes call monitoring, call barge, and call whisper on all Workplace plans, Dialpad restricts those capabilities to its Contact Center platform.

Zoom Meetings vs Dialad Ai Meetings

Summary: Across the board, Zoom Meetings is a better free and paid video conferencing solution than Dialpad Ai Meetings. Zoom Meetings has a 1,000 participant capacity, a 30-hour meeting time limit, and engagement features like breakout rooms and collaborative notes. While Dialpad and Zoom both provide automated AI-powered meeting summaries, live meeting transcription, and suggested action items, Dialpad users must upgrade their Meeting plan to access them–while Zoom Workplace includes these features in all paid plans.

Dialpad Meetings

The Dialpad Ai Meetings Free Plan is included in all Business Communications bundles, but only allows up to 10 participants to meet for 5 hours. Video meeting features like chat messaging, desktop/mobile screen sharing, waiting rooms, unlimited audio recordings, and Miro whiteboards are included on all Dialpad plans. Dialpad users can upgrade to the Business Ai Meetings plan to increase participant capacity to 150, access unlimited video recording and AI-generated meeting summaries, and review live transcriptions and action items. However, Dialpad Business Communication doesn’t include any of these features–not even on the Enterprise Plan.

Zoom Meetings

By contrast, Zoom Meetings lets up to 1,000 participants meet for 30 hours. All Workplace plans include access to Zoom AI Companion meeting summaries, action items, and searchable meeting transcripts with theme chapters. All Zoom users have access to advanced Zoom Meetings features Dialpad just can’t compete with, including collaborative note-taking, unlimited whiteboards, live meeting captions, and video clip creation and sharing. Unlike Dialpad, Zoom includes breakout rooms, live streaming, meeting caption translation, and co-annotation on shared screens.

Zoom vs Dialpad Team Chat and Collaboration

Summary: With AI-powered messaging recaps, GenAI message creation, file sharing/co-editing, unlimited whiteboards, and bot-based workflow automation, Zoom provides far superior team chat and collaboration tools to Dialpad. Dialpad includes instant chat messaging with file sharing, an always-on audio-only conference room, and user presence updates. Still, most Dialpad users will need to integrate third-party tools like Google Drive and Microsoft Teams to get the kind of real-time collaboration Zoom natively provides.

Dialpad

Dialpad offers limited team chat messaging features like public/private topic-based messaging channels, message threading, in-chat file sharing, and a message search bar. Dialpad users can customize message notifications, upgrade to a voice or video call with one click, or tag/mention other users. While Dialpad’s Miro whiteboard integration allows for limited real-time collaboration, it’s accessible in active Dialpad video meetings.

Zoom

Zoom offers team chat messaging for internal and external users on desktop and mobile devices. Users can create public/private channels, format message text, co-edit files, and build a custom sidebar with important messages and documents. Unlimited cloud file storage is available to Enterprise users, and files can be organized by folders or found via the search bar.  Users can share GIF and emoji reactions, tag other users, create workflow automation, record and share audio or video messages, and access integrated files from third-party storage apps.

Unlike Dialpad, Zoom lets users access and collaborate on whiteboards during and outside of meetings directly in the chat interface. Zoom’s AI Companion automatically summarizes missed chat messages so users won’t lose time reading chat backlogs. Users can also leverage GenAI to compose message responses or adjust message tone.

Zoom vs Dialpad Business Text Messaging

Summary: Neither Zoom nor Dialpad offer extensive business text messaging capabilities, but Zoom provides a better value by including unlimited domestic SMS/MMS messaging in the United States and Canada. Zoom also offers international text messaging at per-message rates to all users, while Dialpad restricts international SMS to Pro Plan users and above.

Dialpad offers internal and external SMS/MMS messaging on all plans, but limits the number out external outbound text messages to 250/month. After that, users are charged $0.008/message. Dialpad offers group texting for 24 if all members are Dialpad users, and group texting with up to 10 Dialpad/non-Dialpad users. International texting is only available to Pro Plan users, and all international SMS/MMS messages are charged individually at country rates.

In contrast, Zoom provides unlimited inbound/outbound 1:1 SMS and MMS texting in the US and Canada. All Zoom users can text message internationally, and will be charged at per-country rates. Zoom limits group texting to 10 members, whether users are texting internally or with external clients.

Zoom Vs Dialpad Analytics

Summary: Dialpad has better real-time and historical analytics and reporting overall than Zoom–though both providers restrict advanced historical analytics to paid add-ons and more expensive plans. Dialpad provides better voice calling analytics, while Zoom has stronger video meeting reports.

Dialpad

Dialpad includes real-time call transcription, user presence updates, and live call volume monitoring on all plans, in addition to basic call logs. Admins can review and filter call center KPIs like AHT, average call wait time, call queues lengths, call abandonment rates, and missed call ratios. All Dialpad plans also come with AI-powered call summaries and suggested action/follow-up items.

Dialpad users can access more advanced speech and text analytics via the Ai Sales Center add-on ($60-$150+/user/month.) In the Ai Sales Center, admins can review real-time customer sentiment analysis and CSAT scores, monitor and score agent performance, send out SMS surveys to customers, and enable in-call Agent Assist for next-best-action suggestions.

Zoom

While all paid Zoom plans also include AI summaries, they’re only available for video meetings–not phone calls. That said, Zoom Phone includes call monitoring, call barge, and call whisper on all plans, while Dialpad only offers those capabilities with its Ai Sales Center add-on or Contact Center platform.

Like Dialpad, Zoom offers an add-on for access to more advanced analytics, the Zoom Phone Power Pack from $25/user/month. While the Power Pack includes real-time call queue monitoring and KPIs like call abandonment rates, AHT, and average call wait time, it can’t compare to Dialpad’s Ai Sales Center–and provides far less value for the money.

Zoom vs Dialpad Integrations

Summary: With over 2,000 integrations, Zoom easily beats Dialpad (which only offers about 10 total integrations) in this category.

Zoom has one of the largest app integration marketplaces in the UCaaS space, integrating with over 2,000 CRM, marketing, helpdesk, and analytics platforms. All Zoom users–even those on the free Basic Plan–can integrate with Microsoft, Google, Salesforce, HubSpot, and ServiceNow. All paid Zoom users get one free year of premium Essentials App integrations for in-meeting access to automated note-taking tools, meeting gamification, and virtual business cards.

In contrast, Dialpad integrates with only about ten third-party apps in total–and the most affordable Standard Plan only integrates with Google and Microsoft calendaring apps.

While both platforms offer APIs, Zoom has a much more active developer community than Dialpad.

Zoom vs Dialpad Security, Support, and Reliability

Summary: Dialpad has better customer support than Zoom, offering 24/7 live chat support to all users, 24/7 phone support to Pro Plan users and above, and numerous paid support add-ons. Dialpad offers a 100% uptime to Enterprise users, while Zoom has a 99.999% uptime SLA. Dialpad and Zoom have comparable security standards, offering end-to-end encryption for calls and video meetings.

All Dialpad users have 24/7 access to live chat support, the online customer knowledge base and community forum, and web ticketing. 24/7 phone support is available to Pro users, and Enterprise users get a dedicated account manager, dedicated support number, and a 100% SLA uptime. Paid support add-ons, available for all plans, include end user training, faster support response times, and admin/end user training.

Zoom may have an intuitive online knowledge base and offer 24/7 chatbot support, but its live customer service options can't compare to Dialpad.  Zoom only offers live chat support to Pro users paying more than $50/month, restricts live phone support access to Pro subscribers paying more than $200/month, and limits live video chat support to Business users paying over $200/month. No Zoom plans, even the Enterprise option, provide 24/7 support without a paid add-on.

Dialpad and Zoom are both HIPAA, GDPR, and PCI compliant. Both offer SSO, multi-factor authentication, and end-to-end encrypted voice/video calls.

Zoom vs Dialpad: Which Provider Should You Choose? 

When choosing between Zoom vs Dialpad, the best unified communications platform for your business depends on your budget, number of employees, the needs of your customer base, and countless other factors. Still, there are ideal user bases and use cases for each provider.

Zoom Is Best For

• Basic Voice Calling: Zoom Phone is ideal for smaller teams that don’t need advanced business phone system features, but require competitive international calling rates and flexible pricing options for domestic voice calling.
• Video Conferencing: Zoom offers the best video conferencing tool in the UCaaS space, made even better with its new AI Companion tool. Unlimited whiteboards, a 1,000-participant large meeting add-on, breakout rooms, and free access to premium in-meeting apps for a year take remote team collaboration to the next level and boost meeting efficiency.
• Third-Party Integrations: With over 2,000 third-party integrations, an incredibly active developer community, and pre-built integrations with essential apps like Salesforce and HubSpot, Zoom makes it easy to streamline all your tools into one simple, customizable interface.

Zoom Is Not Right For

• In-House Call Centers: Zoom Phone offers only basic voice calling features compared to Dialpad and other competitors–and given that Zoom Workplace is heavily focused on remote team collaboration and video conferencing, voice-centric businesses may end up paying for UC features they don’t really need.
• Extensive Analytics: While Zoom Workplace includes basic QoS and end user analytics, advanced historical and real-time call reports require the $25/month Zoom Phone Power Pack add-on–and even the add-on reporting features leave much to be desired

Dialpad Is Best For

• Small In-House Teams: Dialpad is a truly all-in-one unified communications platform with intuitive voice calling, SMS, team chat, video calling, and online faxing streamlined into one platform. It’s perfect for smaller, in-house call centers looking to better manage high call volumes by optimizing self-service options, ring groups, and call routing strategies.
• Customer Support: Dialpad provides 24/7 multilingual support across multiple channels, has one of the most complete and current customer knowledge bases we’ve ever used, and offers a variety of paid support options including custom onboarding and end user training.
• AI Reporting: In addition to real-time call transcription on all plans, Dialpad provides automated post-call summaries, live call sentiment analysis, IVR usage reports, and access live Agent Assist, CSAT and agent performance scoring tools via the Ai Sales Center add-on

Dialpad Is Not Right For

• Enterprise Video Conferencing: Dialpad offers one of the lowest video calling participant capacities/maximum meeting length times in the UCaaS space. Therefore, it’s not a good fit for fully remote teams that rely on advanced meeting collaboration tools to streamline project management and connect team members across time zones and locations.
• Business Text Messaging: Dialpad only includes 250 monthly outbound text messages, even on its most expensive plan. After that, users are charged on a per-message basis. International SMS isn’t included on the most affordable plan, and Dialpad’s per-message international rates can quickly add up for global businesses

FAQs