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In Customer Service Last updated: September 4, 2023
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Irrespective of your industry, quality customer service is vital and one of the strongest pillars for the success of any business. 

A Salesforce research suggests that around 91% of customers are more likely to make repeat purchases after a great and positive customer service experience. Achieving quality customer service is possible with the right communication among the service agents themselves, between the agents and the customers, and through using the right business communication tools. 

Just a couple of decades ago, customer service channels or communications tools and mediums were non-existent; however, they have become an inevitable and essential component for a business’s success. 

Today, a third-party messaging tool that helps ensure at-par customer service and streamlined business communication. This article will cover two of the most popular business messaging tools—Dialpad and RingCentral

Both Dialpad and RingCentral offer voice and video conferencing and business messaging services to organizations, along with features that help meet customer service center and call center configurations. 

But how do these two messaging platforms differ, and which tool should I choose for my business communication needs? Let’s find out. 

What Is RingCentral?

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RingCentral is a cloud-based SMS and business messaging solution that provides organizations with business VoIP messaging, SMS, video conferencing, and call center services. 

It’s an easy-to-use and enhanced business SMS platform that boosts customer engagement—improving open rates by allowing businesses to reach thousands of target customers through pre-built SMS integrations and automation. 

RingCentral is an ideal business communication tool for both small and big businesses. Besides business SMS messaging, RingCentral’s VoIP system also provides advanced features, including call parking, call screening, visual voicemails, call forwarding, multi-level IVR, and more to its customers. 

You can also opt for other services, like high-volume SMS, extra international numbers, and additional toll-free numbers to enhance your business communication.

What Is Dialpad?

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Dialpad is a unified VoIP messaging solution designed exclusively for small to medium-sized businesses. It uses Artificial Intelligence (AI) technology to power AI-driven sales dialer and contact center solutions. 

Besides, it uses AI to help with task assignments and notations in calls with its AI Voice and one-click AI Meetings solutions. It supports desktop software, desk phones, and softphone applications for iOS and Android. 

Dialpad also provides your business access to thousands of toll-free and local numbers. This AI-powered VoIP messaging platform is used and trusted by major companies like HubSpot, Uber, Stripe, TED, and Outdoor Voices. 

Key Benefits of RingCentral for Business Messaging

RingCentral offers an exquisite suite of business messaging and collaboration features. Here are some of the excellent benefits of RingCentral for business messaging: 

#1. Team Collaboration


RingCentral supports both group and one-on-one messaging conversations. It also supports collaboration features, like task management, team messaging, and file sharing for specific projects or with individuals—ensuring streamlined workflows. 

#2. Unified Communication Solution

RingCentral offers a unified communication platform that integrates messaging with critical communication tools and features, like video conferencing and calling—enabling a seamless messaging and communication experience. 

#3. Seamless Setup

RingCentral is one of the easiest and simplest VoIP messaging platforms with an easy setup process. It doesn’t come with any learning curve and can be used from the get-go the moment you install it on your computer. 

#4. Extensive Integration Support

RingCentral integrates more than 200 tools and platforms, making it one of the most versatile VoIP messaging platforms. 

#5. Real-time Communication

Besides being a unified messaging platform, RingCentral enables real-time communication, allowing members to exchange ideas, information, and updates quickly. This feature facilitates decision-making and addresses urgent tasks and queries. 

#6. Unlimited Storage

While the unlimited storage feature isn’t available for free users, it’s worth the investment for the paid plan, as it helps save on third-party tools and cloud solutions required for more storage—making investing in the paid plan more financial sense. 

#7. Large Capacity and No Upper-User Limit

RingCentral supports over 200 participants at once for video conferencing—more than what most companies offer with free plans. Moreover, you can share your RingCentral account access with hundreds of users without requiring them to set up separate accounts. Thus, it comes with no upper-user limit—enabling several users to use the platform simultaneously. 

#8. Detailed Analytics


RingCentral provides detailed insights into communications usage and patterns and customized reports with KPIs through its analytics portal. It provides insights for reports like average call duration, first call resolution, quality of service, and more—allowing companies to make better-informed decisions about resource allocation and communication strategies. 

#9. Message Search and History

The RingCentral platform maintains a message history, making it easier to refer to previous conversations, find specific messages, retrieve critical information, and track files and crucial discussions. 

#10. Easy Scalability

RingCentral is suitable for small businesses as well as large enterprises and commercial endeavors—catering to the communication needs of all types of businesses. You can easily scale your organization’s communication needs and capabilities with RingCentral. 

#11. Free Meeting Resources

RingCentral offers excellent free features and benefits, including limitless video meetings and team texting—giving it a competitive advantage over its competitor tools that offer restricted video meeting features with advanced features to unlock with a paid plan. 

#12. Easy File Sharing


RingCentral enables seamless sharing of files, images, and other attachments with an intuitive interface, eliminating the need for creating separate email threads or files—keeping all conversations in a single place. 

#13. Mobile Accessibility

This is one of the most critical benefits of RingCentral. RingCentral provides a mobile application that allows professionals, sales teams, and remote workers to access business communications and files on the go. 

Thus, right from seamless collaboration and extensive integrations to detailed analytics and mobile accessibility, RingCentral provides great benefits for organizations for messaging and business communications. 

Key Benefits of Dialpad for Business Messaging

Here are the wide range of benefits Dialpad offers to businesses for business messaging: 

#1. Multi-channel Communication

Dialpad supports several communication channels, including group chats, text messaging, and multi-media messaging, enabling you to choose a preferred mode of communication for your specific needs and requirements. 

#2. Free Video Conferencing


While RingCentral restricts its video conferencing feature to a paid plan, Dialpad provides free video conferencing through its Dialpad Meetings feature, available to all users. However, it restricts the video conferencing to a 45-minute time limit unless you choose to upgrade to a paid plan. 

#3. Unlimited Video Recordings

Dialpad offers the flexibility to create unlimited video recordings for its users who upgrade to the paid business version of Dialpad Meetings. It makes it easier to build and share an archive of completed conferences or meetings and review them later when required. 

#4. Status and Presence Indicators

Dialpad lets you view any user’s availability and presence status, enabling you to understand when your team members are busy, away, or available online. This helps ensure you send messages at the right time—avoiding disruptions and chances of missed messages. 

#5. International SMS

Dialpad provides an International SMS feature with the paid Pro plan, which is highly beneficial for companies operating globally and remotely through different regions worldwide. It’s a convenient solution that also helps reduce the cost of internal SMS and messaging for your business. 

#6. Compliance and Security


Dialpad provides advanced security features, like encryption, data protection, and authentication, ensuring your business stays compliant with the latest industry security standards and regulations. 

#7. Insights and Analytics

Similar to RingCentral, Dialpad also offers reporting and analytics features, allowing you to track the latest communication trends, gain valuable insights into communication patterns, and monitor response times to improve your business communication consistently. 

#8. Local Number Support in More Than 50 Countries

Dialpad allows you to use local numbers in more than 50 countries, making it easier for your customers to reach out to you. This feature also helps build trust within the local communities where your business operates. 

RingCentral vs. Dialpad: A Detailed Comparison 

Here’s a more detailed comparison of RingCentral vs. Dialpad based on the key factors differentiating these two business messaging tools. 

Ease of useRingCentral offers an easy-to-use setup and provides a mobile application for iOS and Android, making it easier to send texts, host meetings, and configure system settings. Dialpad’s one-click meetings, fast installation, and built-in AI make it easier to take notes while engaging in meeting conversations—making Dialpad one of the easiest and most user-friendly VoIP messaging tools. 
IntegrationsRingCentral offers more than 2000 integrations for an extensive range of apps, including Salesforce, Google Workspace, Microsoft Teams, and Dubber. Dialpad also offers an extensive range of software integrations for popular business tools, including Slack, Hubspot, Zendesk, Microsoft 365, and Google Workspace. Moreover, it also provides Zappier and open API integrations. 
Mobile appsRingCentral provides two mobile apps for Android and Apple platforms. The primary RingCentral app handles messaging, phone services, and video conferencing in one app. Another app, RingCentral for Intune, handles messaging, phone capabilities, and video conferencing managed by a Microsoft Intune administrator. Dialpad also offers an iOS and Android mobile app that handles contacts and messaging, calling, and Voice Intelligence to transcribe your conversations. 
Customer supportRingCentral offers customer support via chat and 24/7 phone service with the basic plans. However, the advanced plans also include the above and professional implementation with personalized solutions, like project management, planning, designing, and ongoing support. All the Dialpad plans offer 24/5 to 24/7 customer support services for businesses depending on their communication needs. 
Self-serviceRingCentral provides a robust resource center that includes useful webinars, case studies, videos, and whitepapers, along with other crucial learning material—allowing users to maximize their communication tools.Dialpad provides a comprehensive library of webinars, eBooks, infographics, videos, and other research—helping users get a better understanding of unified communications as a service (UCaaS). 
Additional servicesYou can expand your communication system with additional vanity numbers, high-volume SMS, and more for an extra monthly fee. Moreover, it also provides a free messaging solution with four contact center products—offering more ways to customize and expand user communication capabilities.Dialpad offers fax and toll-free numbers for an additional amount. It also provides multiple contact center options, free video conferencing, and a robust sales dialer solution for outbound calling. 
User experienceWhile it provides multiple messaging features, RingCentral comes with a bit of a learning curve.Comparatively, Dialpad offers an intuitive user interface with an easy user setup experience. 
Chrome extensionsRingCentral provides a Chrome extension that makes it easy to access the RingCentral message hub, join ongoing sessions, or schedule meetings in just a few clicks. While Dialpad also provides a Chrome extension, it only lets you text or call someone by clicking on a specific number on your browser or call someone via Gmail by directly clicking on their number card. 
Plans and pricingRingCentral offers four pricing plans, starting at $19.99/user/month. While the plans cost more than Dialpad, the extensive useful features make every penny worth it. Dialpad offers three pricing plans, starting at $15/user/month. 

RingCentral Use Cases for Business Messaging

  • Emergency notifications: Businesses can use RingCentral to send out mass notifications to their employees during emergencies or critical announcements—ensuring critical information reaches every employee promptly. 
  • Training and onboarding: Using RingCentral to share resources, provide guidance, and answer questions from new employees is beneficial during training and onboarding. 
  • HR communication: HR teams can use RingCentral to communicate policy changes, leave updates, benefits updates, and other crucial information. You can also use the private messaging feature to share confidential information. 
  • Healthcare systems: Medical professionals can use RingCentral to share information about patient’s care, medical records, and treatment plans for better coordination. 
  • CRM integration: You can also integrate all your RingCentral business communication with your CRM applications to have a centralized messaging platform. 

Dialpad Use Cases for Business Messaging

Here are some of Dialpad’s use cases for business messaging: 

  • Customer support: With Dialpad’s seamless messaging feature, customer support agents can easily assist customers with their queries via text messaging, including troubleshooting, answering queries in real-time, and providing updates on support tickets. 
  • Remote work collaboration: Dialpad’s messaging feature makes it easier for remote team members to enable seamless project collaboration, stay connected, share confidential files and documents via private messaging, and hold virtual meetings without relying on third-party tools. 
  • Cross-functional communication: Different organization departments can use Dialpad to enable efficient communication, collaboration on initiatives requiring employee inputs, and sharing insights so every department is aligned on the same page. 
  • Legal consultations: Legal consultants and professionals can use Dialpad for remote consultations with clients to ensure secure discussions, file sharing, and communication-related to legal matters. 
  • Educational institutions: Schools, colleges, and universities can use Dialpad to enable seamless collaboration and communication between students, teachers, and parents to share recent announcements and updates and exchange crucial information and support. 

Wrapping Up 

While both the VoIP messaging tools, Dialpad and RingCentral, are similar in some ways, they offer distinctive features that make them different from one another. 

However, it’s safe to say that RingCentral’s three-tier plans, packed with competitive features, make it stand out from other business messaging tools. RingCentral consists of more app integrations and dedicated support. 

On the other hand, Dialpad comes with fewer messaging or integration features, doesn’t have a call monitoring or reviewing option post-recording, and is a much cheaper option, making it a go-to communication platform for small businesses. 

However, if you’re looking for extensive messaging features with more app integrations for full-blown enterprise needs, RingCentral is one of the best business messaging platforms to choose from.

Next, check out the top web conferencing & instant sharing solutions for freelancers and startups.

  • Tejal Sushir
    Tejal is an experienced B2B SaaS content writer for eCommerce and marketing, specializing in web hosting, AI & ML, cloud and cybersecurity, SEO, and digital marketing. She holds a B.E degree in Electronics & Telecommunications… read more
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