Contact Center Comparisons

Dialpad vs Aircall

There are a number of factors you’ll want to consider when choosing your contact center solutions. Comparing each vendor can be time-consuming and confusing, but the platform you choose can empower your agents to provide customers with excellent service and keep satisfaction high. We’ve helped simplify the process by creating some quick guides on different contact center software providers. Here’s an overview of how Dialpad compares to Aircall.

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Dialpad and Aircall both offer cloud-based contact center software, including analytics, the ability to easily scale to add new agents, and integrations with top CRM platforms. Yet there are just as many differences as there are similarities, which organizations will need to consider before purchasing. Here are some key differences that set the two apart.

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Easy Deployment

Getting started with Dialpad is as easy as downloading the application and logging in with your email. You can deploy Dialpad across your devices in minutes to save time and keep your IT department freed up.

Aircall is cloud-based, so it can be deployed quickly and without hardware.

Unified Communications

Dialpad combines unified communications (including calling, messaging, and email), collaboration, and video capabilities with the contact center platform for a full suite solution.

Aircall is a Contact Center as a Service (CCaaS) solution, so it primarily focuses on contact center tools, although it does include collaboration features like a shared inbox and comments. Additional unified communications features must be added through integrations.

Telephony

Dialpad’s platform is built on a more reliable 'Split Cloud Architecture,' which combines global cloud computing with a private telephony network in worldwide data centers to ensure HD voice quality and infinite scalability.

Aircall does not have a proprietary telephony network, instead relying on a third party to handle all call routing.

Unified Controls

All call controls are available from a single app, which works on all of the devices you already use, and reduces learning time.

Aircall uses a single application for its call center features.

Integrations

Dialpad integrates with CRM platforms such as Salesforce and Zendesk, allowing agents to access customer information on every call. Dialpad also integrates with platforms like G Suite, Office 365, Slack, and more.

Aircall integrates with a number of CRM platforms, including HubSpot, Salesforce, and Zendesk.

Scalability

Dialpad leverages the Google Cloud platform’s autoscaling capability to quickly add new agents or remove accounts as needed.

Aircall is built on AWS, which allows it to quickly scale.

AI Support

Dialpad uses AI-powered Voice Intelligence (Vi) to automatically transcribe calls and analyze them for sentiments, questions, and more. Vi also provides notes, insights, and highlighted action items after each call via an automatic call summary.

Aircall does not offer artificial intelligence.

Call Center Analytics

Dialpad offers real-time metrics to highlight key information, such as average speed to answer, agent availability, your contact center’s busiest times, and more. All information is organized using a clean and easy-to-understand analytics dashboard.

Aircall allows KPI tracking and provides metrics like average call time, missed call rate, and response time. It also offers a live feed and call monitoring.

Customer Insights

Dialpad’s Vi provides insights into customer sentiment in real-time during the call. Your agents will receive real-time guidance based on customer sentiment and spoken keywords to help ensure every customer ends the call satisfied.

Aircall does not provide AI-powered insights and guidance, although it does provide insight cards that pull contextual data from integrated apps.

Real-Time Coaching

Dialpad provides real-time assistance through analysis, helpful pop-up reminders, and customer cards that provide coaching and information during the call.

Aircall does not provide AI-powered coaching. Rather, it provides call whispering, so agents and admins can manually provide advice.

Multiple Channel Interaction

Dialpad lets contact centers connect all the channels their teams use for customer support - voice calling, video conferencing, messaging, and more. Customer information is passed through each channel to insure all the information is there no matter how the customer is reaching you.

Aircall is focused on phone calls, although it includes email reporting and conference calls. SMS business text messaging will be added in the future.

Security

Dialpad is SOC2 Type II compliant, GDPR compliant, Privacy Shield compliant, is a member of the Cloud Security Alliance, and is HIPAA compliant. The platform is fully encrypted to protect data in transit and at rest.

Aircall is GDPR compliant and follows the recommendations of information security frameworks like ISO 27001/27002, SOC2, and PCI/DSS.

Unified Communications

Dialpad offers a unified communications platform that combines voice, video, messaging, and more with a Contact Center as a Service (CCaaS) solution. This brings high-quality communications features to the contact center, complete with all the ease of use and features of a unified communication solution for an even smoother, more efficient contact center experience. Dialpad can be used for internal communications and contact center communications alike, even enabling employees to seamlessly switch to being contact center agents while on a single platform. Aircall is focused on contact centers, so it does not bring the same full suite of unified communications tools.

AI, Insights, and Real-Time Coaching

Dialpad offers AI-powered Voice Intelligence (Vi), providing real-time transcriptions, analysis, and insights into every call. Vi offers coaching during the call, including tips for contact center agents and information pertinent to the caller’s questions. Contact center managers can set up Real-Time Assist cards to help with training and ensure agents have the information they need when they need it. After the call, Vi provides transcriptions with action items highlighted and information sorted. Vi empowers businesses and employees to be more productive, focused, and organized with every call.

Unified Interface

How much time do your employees spend switching between disparate systems? Using multiple systems to handle calls, messaging, video conferences, and so forth can get confusing and unwieldy. A single, unified interface that encompasses all your contact center’s communications can improve productivity and eliminate sources of confusion while reducing costs that would otherwise go towards multiple systems. Your contact center tools will all be available in one place, with familiar and easy-to-understand controls that make communication easy and efficient.

Predictable Pricing

Dialpad provides much lower TCO (total cost of ownership) from unified Inbound and Outbound customer engagement and telephony — all in an AI-powered application to handle your business communications, calling queues, and coaching.

Dialpad dramatically reduces your IT and admin costs, with cloud deployment and self-configuration in minutes, enabling anywhere access, AI, and team coaching for agents and supervisors, even on mobile apps.

Dialpad offers predictable pricing based on how many agents you have. There are no other hidden fees - everything is included, such as AI and recording. This helps companies of all sizes scale to the size they need while staying within their budget, with no surprises. Aircall offers two different plans and a custom plan option, all billed on an annual per-user basis.

Learn more about Dialpad’s contact center system.