Dialpad vs. Aircall: Which One is Best for You?

Dialpad is an AI-powered unified communication platform that combines voice, video, and messaging in a single interface. It works on any device, including desktop, smartphone, or tablet, giving your team the flexibility to stay connected from anywhere.
A key strength of Dialpad is its AI-powered capabilities. The system generates call transcripts, summaries, and sentiment insights to help teams understand conversations and take action quickly. It also integrates seamlessly with popular business tools, keeping workflows organized and productive.

Key Features:

• Voice Intelligence (VI): Uses AI to provide real-time transcription, insights, and automated summaries to enhance customer interactions and agent performance.
• Sentiment Analysis: Analyzes the emotional tone of conversations to assess customer satisfaction and improve service.
• Advanced Call Routing: Directs calls to the appropriate agent or department based on predefined rules and criteria.

Aircall is a full‑fledged cloud contact center platform built for sales and support teams. It brings voice and digital channels together into one system so you can manage customer conversations in a single app.
What sets Aircall apart is its strong focus on integrations and intelligence. It connects with 100+ CRMs and third-party tools so you can sync call logs, notes and other data automatically.

Key Features:

• Automated Call Scoring: Automatically evaluates calls based on predefined criteria to assess agent performance and customer satisfaction.
• Call Transcription: Converts voice calls into text, enabling easy review and analysis of conversations.
• Click-to-Dial: Allows users to initiate calls by simply clicking on a phone number, streamlining the calling process.

The major difference between Dialpad and Aircall lies in their feature availability and pricing structure. Aircall is tailored more towards call center operations, offering advanced call routing, IVR, and live call monitoring, but it comes at a higher cost with add-ons for advanced tools. In contrast, Dialpad comes with powerful AI-driven features available at a more affordable price.

Aircall starts at around $40 per user per month, but requires a minimum of 3 users. The price includes core call center features such as call routing, IVR, and CRM integrations. However, as your needs grow, you’ll need to pay for additional add-ons like advanced analytics or AI tools, which can increase the cost.

Dialpad, in comparison, offers a more affordable entry price for the basic plan, starting at $27 per user per month. The basic plan itself includes voice, video, and messaging, along with AI-powered transcription and real-time insights.

However, if you’re looking for more sophisticated AI features like agent coaching or sentiment analysis, you’ll need to upgrade to the Pro plan. The Pro plan starts at $35 per month, which is also typically lower-priced than Dialpad’s higher standard plan.

Aircall excels in offering over 100 native integrations with CRMs, helpdesks, and e-commerce platforms. Whether you use Salesforce, HubSpot, or Zendesk, Aircall ensures smooth integration with your existing tools, making it ideal for businesses that rely heavily on their tech stack.

On the other hand, Dialpad focuses on deep integrations with major platforms like Google Workspace and Microsoft 365. While it offers fewer integrations than Aircall, the quality of the integrations is high, providing businesses that are already using these platforms a cohesive experience.

Aircall is known for its responsive customer support, offering 24/7 assistance with the basic plan. This is primarily useful for businesses that need quick solutions to potential issues, especially in the context of call centers. Users often praise Aircall’s support team for being helpful and proactive in resolving issues.

Dialpad also provides reliable support, though 24/7 assistance requires an upgrade to the Pro plan. While most reviews are generally positive, some users mention that the basic support can feel limited.

Aircall offers a rich set of features tailored to call center operations. It includes advanced call routing, IVR, live call monitoring, and outbound tools like the Power Dialer. These features make it an excellent choice for businesses focused on sales and customer support teams, helping them manage high call volumes with ease.

Dialpad, on the other hand, goes beyond just call management. It stands out for its AI-driven features, such as real-time transcription, sentiment analysis, and automated post-call summaries. These features allow businesses to improve customer service with actionable insights and agent coaching.

Both Aircall and Dialpad offer strong security features. Aircall provides two-factor authentication (2FA) and Single Sign-On (SSO), and complies with GDPR, HIPAA, and SOC standards. The platform guarantees 99.95% uptime, ensuring reliable performance for businesses that require high availability.

Dialpad also offers robust security with encryption, secure data storage, and compliance with standards such as HIPAA, SOC 2, and GDPR. It ensures high reliability, with a 100% uptime SLA for enterprise customers, making it an excellent choice for businesses that prioritize uptime and data security.

Choosing between Dialpad and Aircall depends on your business’s specific needs.

Choose Aircall if:

• You need an intuitive and easy-to-implement call center solution with strong call routing and CRM integrations.
• Your business handles high call volumes and requires a platform with global reach and multi-language support.
• You prioritize 24/7 support and the ability to scale efficiently as your business grows.
• You need a platform with extensive integrations for seamless workflows with existing tools.

Choose Dialpad if:

• You’re looking for an affordable all-in-one platform that combines voice, video, and messaging in a single interface.
• You want to leverage AI-powered features like real-time transcription, sentiment analysis, and automated call summaries to improve team performance.
• You need a cost-effective solution with room to scale.
• You prefer a unified communications platform with advanced capabilities, ideal for both internal collaboration and customer interactions.

While Aircall and Dialpad are both powerful communication platforms, Calilio offers a strong alternative that combines the best of both worlds. It offers better flexibility, scalability, and cutting-edge technology for businesses of all sizes.

What sets Calilio apart is its AI-powered call reports, such as sentiment analysis, call summarization, transcriptions, and global virtual numbers, along with its affordable pricing plans.