We are happy to share some insights about Dialpad drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers' offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases.
In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated Dialpad in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the Digital Communications Basic Suite Buyers Guide, our analysis classified Dialpad as a provider of Assurance, receiving an overall grade of B+ with a 73.8% performance. Dialpad’s
best grouped results came in Customer Experience at 74.3% performance and a B+ grade due in part to its A- in TCO/ROI. In Product Experience, Dialpad received a B+ grade with a 73.7% performance due to its 84.6% performance in Usability.
Dialpad’s B+ grade in Product Experience was impacted by its B- in Adaptability, where it could better highlight the integration capabilities and customization options made available to its users. Customer Experience was impacted by its B in Validation, where it could provide more relevant case studies and easy access to pricing information.
Dialpad performed best in Customer Experience with a B+ grade, notably receiving an A- in TCO/ROI due to its rich set of assets, including tools for preparing a business case, potential benefits and strategic value derived from platform utilization. Dialpad’s extensive NLP capabilities and its efforts in improving reliability of the platform led to its A- in Usability.
Dialpad did not meet the inclusion criteria for the Digital Communications Overall, Digital Communications Platform or Digital Communications Premium Suite Buyers Guides and thus was not included.
This assessment was based on Dialpad Ai, v. 6.0.2, and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
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