If you’re running a remote team, picking the right communication tool is a big deal—and it’s way too easy to get lost in sales pitches and feature lists. Whether you're considering Dialpad or its many competitors, this guide is for you. We'll cut through the noise, focus on what actually matters, and walk you through a step-by-step process to compare Dialpad with other business communication tools—without losing your mind (or wasting a week on demos).
1. Get Clear On What Your Team Actually Needs
Before you get dazzled by AI summaries or “unified communications,” get real about your team’s daily workflow.
Ask yourself: - Do you need calls, texts, AND video meetings? Or is one channel enough? - How often do you share files or screens? - Do you use integrations (like Slack, Google Workspace, or Salesforce)? Which ones actually matter? - Is your team all in one country, or spread across time zones? - How much IT support do you have?
Pro tip: Skip the “it’d be nice to have…” wishlist. Focus on what your team must have for communication not to break down.
2. Make a Shortlist: Dialpad vs. Who?
Dialpad is a strong contender, but it’s not the only game in town. You need a shortlist to compare apples to apples.
Who’s in the ring? - Dialpad – Cloud-based, covers calls, messaging, and video. Touts AI-powered features. - Zoom – Known for video, but now pushes phone and chat features too. - Microsoft Teams – Bundled with Microsoft 365, solid chat, calls, and video, but comes with a learning curve. - Slack – Great for chat, okay for calls, and strong integrations. - Google Meet/Chat/Voice – If you’re deep in Google Workspace, these tools are tightly integrated. - RingCentral, 8x8, Vonage – For more traditional business telephony with modern twists.
Don’t bother with tools that don’t fit your real needs (see step 1). If your team never makes calls, skip phone-heavy platforms.
3. Compare Core Features: What Matters, What’s Fluff?
Every vendor claims “all-in-one.” The reality? Most teams use 10% of what’s offered. Here’s how to focus:
Must-Have Features (for most remote teams)
- Reliable voice calling (HD audio, call transfer, voicemail)
- Video meetings (screen sharing, recording, ease of joining)
- Instant messaging/chat (DMs, channels, search)
- Mobile and desktop apps (and how consistent they are)
- Integrations (with your calendar, CRM, Slack, etc.)
- Admin controls (user management, permissions, analytics)
Nice-to-Have (only if you’ll use them)
- AI-powered transcription or summaries (cool, but often unreliable)
- Call center features (queues, analytics)—ignore if you’re not running a helpdesk
- Fax, SMS, or international numbers (niche, but crucial for some)
Watch out for: - “AI” hype: Most AI features are just okay. Try them, but don’t buy based on a demo alone. - Feature bloat: Too many tools slow people down. More isn’t always better.
4. Test Usability: Don’t Just Trust the Demo
You’ll hear “intuitive” and “easy to use” a lot. Test it yourself.
How to do it: - Free trials: Get hands-on with Dialpad and at least one other tool from your shortlist. - Onboarding: How long until your least technical teammate can make a call or join a meeting? - Everyday tasks: Try scheduling a call, sending a chat, sharing a file, and switching devices mid-call. - Mobile apps: Are they as good as desktop, or a clunky afterthought? - Notifications: Can you actually control them, or will you get pinged to death?
Red flags: - Too many clicks to do basic things. - Features only work in the browser (or only on desktop). - Confusing settings, or no clear help docs.
5. Check Call Quality and Reliability
This isn’t glamorous, but it matters more than any AI feature.
What to look for: - Call drop rate: Do calls randomly fail, especially on mobile or spotty Wi-Fi? - Audio/video quality: Any lag, static, or “robot voice” issues? - Server locations: If your team’s global, are there outages in certain regions? - Status pages and uptime: Are problems reported openly, or swept under the rug?
Pro tip: Run a few real meetings on each platform during your trial. Get feedback from teammates in different places.
6. Evaluate Integrations—But Only The Ones You’ll Use
It’s easy to get distracted by a giant integrations list. Focus on what you actually use.
- Calendar: Can you schedule and join calls from your usual calendar?
- Chat: If you use Slack or Teams already, can Dialpad or another tool connect to it?
- CRM: If you use Salesforce, HubSpot, or similar, how deep is the integration? Is it plug-and-play or “good luck”?
- File sharing: Does it work with Google Drive, Dropbox, etc.?
Ignore: Integrations you might use “someday.” They just add clutter.
7. Don’t Forget Pricing—And Hidden Costs
Vendors love to put “starting at $X/user/month” on their sites. Reality is messier.
- What’s included? Some features (like call recording, international numbers, or advanced analytics) cost extra.
- Annual vs. monthly: Are you locked in? Is there a discount for paying yearly?
- Support: Is real support included, or only if you pay more?
- Add-ons: Watch for price creep if you grow or need new features later.
Honest take: Most tools cost about the same for basic plans. The real difference is in add-ons and what’s not included.
8. Security and Compliance: Necessary, Not Exciting
It’s boring, but if you’re dealing with sensitive info, don’t skip this.
- Encryption: Are calls and messages encrypted end-to-end, or just “in transit”?
- Compliance: Do you need HIPAA, GDPR, or similar? Check certifications.
- Admin controls: Can you remove ex-employees instantly? Can you set strong passwords?
- Data ownership: Who owns call recordings and messages? Can you export them easily if you switch tools?
Skip: Fancy marketing about “enterprise-grade security” without specifics.
9. Get Real-World Feedback
Don’t just trust vendor case studies or websites.
- Ask your network: What tools do similar companies actually use? Any regrets?
- Read reviews: G2, Capterra, and Reddit can be more honest than marketing sites.
- Trial feedback: Get input from the actual people who’ll use the tool, not just IT or management.
10. Make Your Pick—And Don’t Overthink It
Once you’ve run a trial, compared what matters, and checked costs, make your decision. Here’s the truth: almost any modern tool will get the basics right. The best tool is the one your team will actually use.
Keep It Simple and Iterate
Switching communication tools can feel overwhelming, but don’t let perfect be the enemy of good. Start with what covers your must-haves, roll it out to a small group, and tweak as you go. You can always switch again if something’s really not working—just don’t get stuck in demo purgatory.
Remember: Tools should make your life easier, not add new headaches. Pick what works, ignore the rest, and get back to real work.