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.
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.
| Provider | Dialpad | Zoom | |
| HQ | Supplier’s headquarters | San Francisco, CA | San Jose, CA |
| # of Employees | Size of supplier by employee count | 1,000 | 6,000+ |
| Public / Private | Privately owned or publicly traded | Private | Public: ZM |
| Seats in Service | Number of licenses deployed | confidential | 70+ Million UCaaS Subscribers with over 5.5 Million Phone Seats |
| Minimum Seat Count/MRC | # of seats or MRC minimum required to engage | 25 seats | 1 seat |
| Sweet Spot | Ideal opportunities for the provider | 10-10,000+ seats | 150-10,000+ seats |
| Key Acquisitions | Companies acquired and integrated into the supplier’s offering | HighFive, Kare Knowledgeware, Koopid, TalkIQ | Keybase, Kites |
| Datacenter Locations | Location 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 Handsets | IP phones supported and/or resold by supplier | Obihai, Poly (click here for device list) | Algo, Cisco, Grandstream, Logitech, Poly, Snom, Yealink (click here for device list) |
| Platform | Does provider leverage a proprietary/native platform or leverage a platform via third-party partnership? | Proprietary | Proprietary |
| Compliance | Regulatory compliances the supplier meets | GDPR, 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 Compliance | Ability to comply with new EU standard | Yes | Yes |
| Contact Center | Contact center solutions the supplier offers | Proprietary | Zoom 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 Emulation | Can imitate Key Phone System functionality | No | Yes |
| SIP Trunking Available | Does the supplier offer SIP trunking services for onpremises PBXs? | No | Yes |
| CRM / ERP / Ticketing App Integration | 3rd-party SaaS solutions with which the supplier has integrated with | Salesforce, Clio, Front, HubSpot, Kustomer, Outreach, ServiceNow, Wingman, Zapier, Zendesk, Zoho | Salesforce, HubSpot, Microsoft Dynamics, ServiceNow, SugarCRM, Zendesk, Zoho Full List Here |
| Productivity App Integration | 3rd-party mail/collaboration solutions with which the supplier has pre-built integrations | Google Workspace, Microsoft/Office365, Slack, Microsoft Teams | Cisco Webex/Webex Teams, Google Workspace, Microsoft/Office365, Microsoft Teams, Slack |
| Microsoft Teams Integrations | Supplier’s capability with Microsoft Teams | Direct Routing for PSTN access Bot integration | Embedded Softphone Dialer Bot integration |
| SD-WAN Offerings | SD-WAN technologies that these providers offer and manage themselves. | none | none |
| Circuits Offered | Do these suppliers offer Dedicated Circuits for UCaaS traffic only, Internet circuits, and/or SIP trunking?If yes, please specific which ones. | no | no |
| Bring Your Own MPLS | If MPLS is supported, can the client bring any MPLS provider? Additional cost likely to apply. | no | yes |
| Notable Clients | Key customer wins (references available upon request) | Motorola, WeWork | Case studies here. |
| Top Customer Verticals | Verticals in which supplier has historically had the most success | Financial Services, SLED, Tech | Education, Healthcare, Professional Services, Technology |
| On-Site Implementation / Training | Does the supplier charge extra for these services? | Yes | Yes |
| Implementation Overview | Description or link providing further detail | Implementation Overview | Implementation Overview |
| Downdetector | Collection of reports offering real-time status and outage information | n/a | Downdetector: Zoom |
| Collaboration Solutions Available | Native and/or 3rd-party resale options offered by supplier | UberConference/Dialpad Meet | Zoom Meetings, Webinars, Room Systems |
| Differentiators | Unique features of the provider | Built 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. |
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.
