Dialpad UK Review: Features, Plans & Real Business Insights

Dialpad is an AI-first business phone system that includes real-time call transcription, automated summaries, and live coaching on every plan – not as paid add-ons. Built on DialpadGPT (trained on 6+ billion minutes of business conversations), its AI features are genuinely a generation ahead of what competitors offer.

We’ve tested Dialpad against RingCentral, bOnline, and Google Voice for UK businesses. The verdict: if your team spends significant time on calls – sales, support, account management – Dialpad’s AI transforms call data into actionable intelligence that no other provider at this price point matches. At ~£12/user/month (Standard), it delivers unlimited UK calling, SMS, video meetings, and AI features that RingCentral charges more for.

Dialpad UK Pricing

Dialpad starts at $15/user/month (~£12) for the Standard plan with AI transcription, unlimited UK calling, and SMS included. The Pro plan at $25/user (~£20) adds CRM integrations and 24/7 support.

Dialpad lists GBP as a supported billing currency on their UK pricing page, though the exact GBP amounts are dynamically rendered. The approximate GBP figures above are based on current exchange rates. There are no setup fees and no long-term contracts required – monthly billing is available, with annual billing typically offering a discount.

The critical difference between Standard and Pro: CRM integrations. Standard only connects to Google Workspace and Microsoft 365. If you need Salesforce, HubSpot, or Zendesk integration, you need Pro ($25/user). The Pro plan also requires a minimum of 3 users.

• The Standard plan — at ~£12/user is remarkable value
• you get the full AI suite (transcription — summaries, coaching) that competitors like bOnline charge £8/month extra for
• The Pro plan is worth — it only if you need CRM integrations beyond Google/Microsoft

AI Features – Dialpad’s Key Differentiator

Dialpad’s AI – powered by DialpadGPT, trained on 6 billion+ business conversations – delivers real-time transcription, post-call summaries with action items, live coaching cards, and automated CSAT scoring on every plan at no extra cost.

This is where Dialpad separates itself from every competitor in its price range. Every feature listed below is included on the Standard plan – no add-ons, no upsells.

Real-time transcription. Dialpad transcribes calls live as they happen, not after the call ends. You can read along during the conversation, search transcripts afterwards, and share them with team members who missed the call. The accuracy is noticeably better than generic transcription services because DialpadGPT is trained specifically on business conversation patterns.

AI Recaps. After every call, Dialpad automatically generates a summary with key discussion points, decisions, and action items. No more scribbling notes during calls or forgetting what was agreed. These summaries sync to your CRM on the Pro plan.

Live Coach Cards. During calls, Dialpad surfaces real-time prompts for agents based on what the customer is saying. If a customer mentions a competitor, the system can prompt the agent with a competitive talking point. If the call turns negative, it suggests de-escalation approaches. This is the feature that most impresses sales and support teams.

AI CSAT and Scorecards. Dialpad automatically scores customer satisfaction after calls without requiring post-call surveys. It also generates QA scorecards for agent performance, tracking talk-to-listen ratios, sentiment trends, and playbook adherence. For managers, this replaces hours of manual call review.

AI Agent. Dialpad’s newest feature is a fully autonomous AI agent that handles scheduling, order lookups, refund processing, and authentication without human intervention – with zero-code setup. When it hits a boundary, it hands off to a human agent with full conversation context. This positions Dialpad well ahead of competitors still offering basic chatbots.

Core Phone Features

Beyond AI, Dialpad delivers unlimited UK calling, SMS/MMS, auto-attendant, call recording, voicemail transcription, and apps for iOS, Android, Windows, and Mac – covering all the VoIP fundamentals.

The base phone system is solid. Every plan includes unlimited UK and US calling, business SMS and MMS (working in the UK – unlike Google Voice), auto-attendant with multi-level IVR, call recording, voicemail-to-email with transcription, call routing, and three-way calling.

Our call recording for business phones covers this in more detail.

The desktop app (Windows and Mac) and mobile app (iOS and Android) are polished – noticeably more refined than budget alternatives. Calls, messages, contacts, and transcripts sync across devices in real time. You can switch from mobile to desktop mid-call without dropping it. Screen sharing during video calls works smoothly, and the interface is clean enough that non-technical team members pick it up quickly.

Video conferencing is included but limited on the Standard plan: 10 participants, 45-minute calls. For larger meetings, you need the Meetings add-on ($10/user/month). This is a notable gap if video is important to your workflow – RingCentral includes 100-200 participant video on all plans.

Integrations are tier-gated. Standard connects to Google Workspace and Microsoft 365. Pro unlocks 70+ integrations including Salesforce, HubSpot, Zendesk, Slack, and ServiceNow – with click-to-call, automatic call logging, and contact sync.

Dialpad Pros and Cons

Dialpad’s AI features are best-in-class for the price. The main trade-offs are USD-first pricing, limited video on the Standard plan, and CRM integrations locked behind the Pro tier.

How Dialpad Compares to UK Alternatives

Dialpad sits between budget VoIP (bOnline) and full UCaaS (RingCentral) – offering the strongest AI at ~£12/user, but with video and CRM limitations that RingCentral handles better out of the box.

vs RingCentral: At nearly the same entry price (Dialpad ~£12 vs RingCentral £12.99), the choice comes down to priorities. Dialpad wins on AI (real-time transcription and coaching vs RingCentral’s more basic AI notes). RingCentral wins on video (100-200 participants vs 10), integrations (500+ on all plans vs 70+ on Pro only), and EMEA calling packages. For sales-heavy teams, Dialpad. For everything else, RingCentral.

vs bOnline: bOnline is nearly half the price (£7 vs ~£12) but doesn’t include AI features – its basic AI add-on (£8/month) still falls far short of Dialpad’s live coaching and CSAT scoring. If you need AI call intelligence, Dialpad is worth the premium. If you just need a phone that rings, bOnline saves you money.

vs Google Voice: Google Voice is slightly more expensive all-in (~£13 with Workspace) and offers dramatically fewer features – no AI beyond voicemail transcription, no UK SMS, no CRM integrations. Dialpad is the better choice in virtually every scenario unless you specifically need Google Workspace integration. See all UK VoIP providers compared.

Who Should Use Dialpad?

Dialpad is best for UK sales teams, support teams, and mid-market businesses (10-200 people) where call intelligence drives revenue or customer satisfaction improvements.

Dialpad is a good fit if you:

• Run a sales or support team where call quality and coaching directly impact revenue
• Want real-time call transcription and AI summaries without paying for separate tools
• Need UK SMS/MMS alongside your business phone system
• Value a 14-day free trial to test before committing

Dialpad is NOT a good fit if you:

• Are a micro-business that just needs basic calling – bOnline at £7/user is better value
• Need large video meetings (10+ people) without paying for an add-on
• Want CRM integrations on the cheapest plan – Standard only connects to Google/Microsoft
• Prefer a UK-only provider with GBP-native billing – Dialpad is US-headquartered with USD-first pricing

For a broader comparison, see our guide to the best telephone systems for small businesses.

Our Pioneer Business Phone Systems review breaks down what you get and what it actually costs.

Our AI phone systems guide has the most current pricing data.

Our Verdict

Dialpad scores 8/10 for UK businesses – it offers the most advanced AI features of any VoIP system at ~£12/user, making it the top choice for teams where call intelligence drives results. Video limitations and CRM tier-gating prevent a higher score.

Dialpad is the most impressive VoIP system we’ve tested for AI capabilities. Real-time transcription, live coaching cards, automated CSAT scoring, and post-call summaries are all included from day one – no add-ons, no premium tiers. The DialpadGPT engine, trained on over 6 billion minutes of business conversations, delivers noticeably better accuracy than generic AI tools.

For UK sales and support teams, this translates directly to value: less time on admin, better coaching insights, and automated quality assurance. The 14-day free trial lets you prove the ROI before committing. At ~£12/user/month for the Standard plan, it’s priced competitively against RingCentral while offering stronger AI out of the box.

The gaps are real but manageable. Video meetings are capped at 10 people on Standard – upgrade if this matters. CRM integrations (Salesforce, HubSpot) require the Pro plan at ~£20/user. And while GBP billing is available, the USD-first pricing makes direct comparison with UK providers like bOnline less straightforward. For businesses where calls are the core of the operation, Dialpad is the strongest choice in its price range.

Emma Clarke

Technology & Payments Specialist

Emma covers the full range of business technology, including EPOS systems, merchant accounts, telecoms, and web tools. Her experience as a retail systems consultant helps businesses choose the right digital solutions to improve efficiency and sales.

Reviewed by

Sarah Mitchell

B2B Commerce & Finance Reviewer