Dialpad vs. Zoom: Must-know cloud phone system differentiators

"Vs," for versus, against a dark background with a lighter blue streak running between the V and S.Are you considering deploying a new Unified Communications as a Service (UCaaS) platform but aren’t sure which supplier makes the most sense for your business? With so many options, finding your ideal cloud phone system can be incredibly time-consuming and labor-intensive.

That’s where our technology consultants come in. Leveraging our 20+ years in IT and telecommunications and experience helping businesses find the right UCaaS platform, we can rapidly identify the suppliers and solutions that align with your needs and goals. We typically save our clients dozens of hours they would have otherwise spent researching and vetting providers on their own.

One significant way that we simplify the process of elimination for our clients is by utilizing an advanced tool to generate objective comparison matrices illustrating how different suppliers stack up against each other. This versus blog series offers a glimpse into our consulting process and sheds light on what leading cloud phone system providers look like side-by-side.

This blog entry examines how Dialpad compares with Zoom in terms of UCaaS software. Before you dive into the matrix, here’s some essential background information to consider about each company.

Dialpad logo.

Cloud phone system supplier profile: Dialpad

Founded in 2011 and headquartered in San Ramon, California, Dialpad enables more effective collaboration with an advanced communications AI. This supplier’s software combines calls, messages, and meetings in one virtual workspace accessible via any device with an internet connection.

In addition to business communications, Dialpad offers customer engagement software for inbound and outbound sales support, including omnichannel contact center functionality. The supplier’s unified communications and contact center offerings both include AI-powered analytics to drive better performance. With 11 global offices and over 1,000 employees, this provider serves 30,000 clients and has number availability in over 50 countries.

Cloud phone system supplier profile: Zoom

When everyone needed a way to stay connected from home, Zoom emerged as a convenient platform for working and socializing from a distance. Based in San Jose, CA, this supplier has delivered outstanding video communications solutions since 2011. Zoom’s UCaaS offering continues to drive productivity and streamline collaboration for businesses of all sizes globally with an intuitive interface, reliability, HD video and audio, high-level security, easy scalability, and other useful features.

With Zoom, you can also easily add telephone users to your meetings, and it’s easy for end users to transition from on-premises solutions if they already have experience using the platform for meetings. This supplier also offers a newer contact center solution that continues to evolve and has a global presence with phone service in over 40 countries and territories. Additionally, in January 2023, the supplier enhanced their contact center offering with Zoom Virtual Agent – an intelligent conversational AI and chatbot solution.

HQSupplier’s headquartersSan Francisco, CASan Jose, CA
# of EmployeesSize of supplier by employee count1,0006,000+
Public / PrivatePrivately owned or publicly tradedPrivatePublic: ZM
Seats in ServiceNumber of licenses deployedconfidential70+ Million UCaaS Subscribers with over 5.5 Million Phone Seats
Minimum Seat Count/MRC# of seats or MRC minimum required to engage25 seats1 seat
Sweet SpotIdeal opportunities for the provider10-10,000+ seats150-10,000+ seats
Key AcquisitionsCompanies acquired and integrated into the supplier’s offeringHighFive, Kare Knowledgeware, Koopid, TalkIQKeybase, Kites
Datacenter LocationsLocation of supplier’s data centers
APAC: Asia-Pacific
EMEA: Europe, Middle East, Africa
LATAM: Latin America
NA: North America
NA: Chicago, Dallas, New Jersey, San Jose
EMEA: Amsterdam, London, Johannesburg
APAC: Hong Kong, Tokyo(2), Sydney
LATAM: São Paulo
NA: Denver, Newark, New York City, San Jose, Toronto, Vancouver, Virginia
EMEA: Amsterdam, Frankfurt
APAC: Hong Kong, Hyderabad, Melbourne, Mumbai, Osaka, Singapore, Sydney, Tianjin, Tokyo
SA: Queretaro (Mexico), São Paulo
Compatible HandsetsIP phones supported and/or resold by supplierObihai, Poly (click here for device list)Algo, Cisco, Grandstream, Logitech, Poly, Snom, Yealink (click here for device list)
PlatformDoes provider leverage a proprietary/native platform or leverage a platform via third-party partnership?ProprietaryProprietary
ComplianceRegulatory compliances the supplier meetsGDPR, HIPAA, ISO 27001 PCI-DSS Level 1, PrivacyTrust, SSAE16 / ISAE 3402 Type II (SOC 2/3)GDPR, FedRAMP, HIPPA, SOC2, CSA-STAR, IAPP, NCSC DOD IL2, FERPA, PIPE DA/PHIPA
Full List Available Here
GDPR ComplianceAbility to comply with new EU standardYesYes
Contact CenterContact center solutions the supplier offersProprietaryZoom Contact Center
Zoom Phone also integrates with Genesys, Five9, NICE CXone, and Talkdesk contact center platforms via SIP trunk and presence/directory synchronization between platforms
Key System EmulationCan imitate Key Phone System functionalityNoYes
SIP Trunking AvailableDoes the supplier offer SIP trunking services for onpremises PBXs?NoYes
CRM / ERP / Ticketing App Integration3rd-party SaaS solutions with which the supplier has integrated withSalesforce, Clio, Front, HubSpot, Kustomer, Outreach, ServiceNow, Wingman, Zapier, Zendesk, ZohoSalesforce, HubSpot, Microsoft Dynamics, ServiceNow, SugarCRM, Zendesk, Zoho
Full List Here
Productivity App Integration3rd-party mail/collaboration solutions with which the supplier has pre-built integrationsGoogle Workspace, Microsoft/Office365, Slack, Microsoft TeamsCisco Webex/Webex Teams, Google Workspace, Microsoft/Office365, Microsoft Teams, Slack
Microsoft Teams IntegrationsSupplier’s capability with Microsoft TeamsDirect Routing for PSTN access
Bot integration
Embedded Softphone Dialer
Bot integration
SD-WAN OfferingsSD-WAN technologies that these providers offer and manage themselves.nonenone
Circuits OfferedDo these suppliers offer Dedicated Circuits for UCaaS traffic only, Internet circuits, and/or SIP trunking?If yes, please specific which ones.nono
Bring Your Own MPLSIf MPLS is supported, can the client bring any MPLS provider? Additional cost likely to apply.noyes
Notable ClientsKey customer wins (references available upon request)Motorola, WeWorkCase studies here.
Top Customer VerticalsVerticals in which supplier has historically had the most successFinancial Services, SLED, TechEducation, Healthcare, Professional Services, Technology
On-Site Implementation / TrainingDoes the supplier charge extra for these services?YesYes
Implementation OverviewDescription or link providing further detailImplementation OverviewImplementation Overview
DowndetectorCollection of reports offering real-time status and outage informationn/aDowndetector: Zoom
Collaboration Solutions AvailableNative and/or 3rd-party resale options offered by supplierUberConference/Dialpad MeetZoom Meetings, Webinars, Room Systems
DifferentiatorsUnique features of the providerBuilt on Google Cloud’s Platform using microservices architecture
Mobile-first strategy emphasizing the same user experience on the cell phone as the desktop client
Voice AI included standard – real time transcriptions and analytics on all voice
All-in-one platform for Contact Center, AI, Virtual Agent, Phone, E-mail, Calendar, Video Meetings, Room Systems, Digital Signage, Content Sharing, Whiteboarding, Team Chat, Events, Webinars and more with over 2,000 app integrations with rich APIs and SDKs.

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If you want to learn more about Zoom, Dialpad, and other cloud phone system suppliers, our team would be happy to help you identify your ideal UCaaS software based on your unique requirements, pain points and objectives. Once you’ve pinpointed the best product for your business, we can ensure deployment goes as smoothly as possible with white-glove implementation and project management services.

Get started today by calling 877-599-3999 or emailing sales@stratospherenetworks.com to connect with our consultants.

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