Dialpad vs Close

Having used just about every single VoIP on the market over the past decade, Dialpad is the clear innovator in the space.

So much in-fact that I personally use Dialpad as my professional relationships number (work/angel investing/networking). This is because the mobile app actually feels like a modern SMS app, and is the most stable of the bunch.

The added perk is that I've integrated Dialpad with our CRM (Copper) so all texts and calls automatically log into the CRM (and even automatically create new leads in the CRM if the number doesn't yet exist in our CRM).

You'll see software like RingCentral (the 800lb gorilla in the space) claims to "integrate" with everything, but it doesn't integrate as you'd actually like it to (it's just marketing-speak), and the desktop + mobile apps are incredibly outdated on all fronts.

There's more modern VoIP solutions on the market like Aircall and JustCall, which do have better "native integrations", although they pale in comparison to the UI/UX of Dialpad + have no AI intelligence features like Dialpad does (sentiment analysis, AI call review, etc.).

If you're unable to justify the investment into a custom integration with Dialpad, you'll probably be better off with Aircall or JustCall. Although, if you're interested in using the best tool in the space (clear leader) and are open to investing in a proper integration with your CRM, Dialpad won't let you down.

• Best-in-class VoIP UX: The mobile app feels like a modern SMS app and is more stable than most competitors.
• Strong AI features: Includes sentiment analysis, AI call review, and other intelligence features that most VoIP tools lack.
• Modern interface compared to legacy tools: Much better UI/UX than older VoIP platforms like RingCentral.
• API and Zapier support: Provides flexibility for automation and integrations if you're willing to build around it.
• Dialpad Meetings included: A built-in meeting platform comes with the subscription.

• Weak native integrations: Existing integrations are selective and often incomplete or unreliable.
• Buggy CRM integrations: Some native integrations (e.g., Copper) do not sync data properly or consistently.
• API limitations for messaging automation: Not designed for triggering automated SMS/MMS campaigns via API.
• Regulatory SMS costs: Business messaging now incurs additional costs and regulatory fees.

Dialpad is what we've use for our business phone number for, gosh, I've lost count how many years. Probably something like 7-8 years. We have multiple business phone numbers so that we keep our "professional" conversions seperate from personal.

Dialpad is in a bit of an odd boat here. They are quite selective about what apps they choose to build native integrations with, and you can't completely trust their site in determining if the integration exists. This at times makes us feel like they initially built the integration as an MVP v1 more for marketing purposes than anything (to be able to say "we integrate with this software" to check the box for a new buyer).

Their API is decent, and they even have a Zapier connector (which we always appreciate), although it's quite complicated to get it to actually function how you'd like it to work.

I will note that A2P (Application to Person) messaging is starting to get worse and worse. Dialpad and other VoIP services used to function more like P2P (Person to Person) messaging, but because businesses have taken advantage of this, carriers and the government have stepped in.

The result? A worse experience and higher costs for everyone. Dialpad now charges on-top of your monthly fee for sending messages (although they will cover the first 250 per user/mo), with stipulations (e.g. local SMS, not international or messaging an application—think Google 2FA codes, yep, those now charge you $0.01.

Dialpad offers different pricing tiers depending on whether you’re using it primarily as a business phone system, a sales dialer, or a customer support platform.

Close is a CRM built primarily for sales teams that rely heavily on phone calls and SMS messaging to move deals forward. It's different from other CRMs that focus more on contact management and pipeline tracking. Close essentially tries to bring communication directly into the platform by bundling a built-in VoIP system with SMS messaging and email syncing.

Compared to tools we usually recommend for small businesses, like Copper (Google Workspace) or Pipedrive (Microsoft 365), Close feels hyper-specialized and a bit rigid. If your team spends all day making calls, Close might make sense. But for most SMBs looking for a flexible CRM to manage relationships and sales pipelines, there are better options.

Pros

• Native calling and SMS functionality inside the CRM
• Sales sequences combine email, SMS, and call reminders
• Built-in autodialer designed for high-volume outbound sales
• Good option for teams running aggressive outbound sales motions

Cons

• Limited pipeline flexibility on lower tiers
• Mobile app support has lagged behind competitors
• Email experience is weaker than modern inbox tools like Gmail
• Expensive pricing with a 3-seat minimum even at the lowest tier
• Some features feel like early versions rather than polished solutions
• Forces you into using their built-in VoIP instead of integrating external tools

Close is best known for its built-in power dialer. Sales reps are able to load a list of leads and automatically call through them one by one. The system connects the rep when someone finally answers, pauses between calls for note-taking, and then continues dialing.

So for teams doing a lot of outbound calling, this can actually speed up their workflow.

Because Close has its own VoIP and SMS tools built directly into the platform, it can create automated outreach sequences that combine multiple channels. For example, you can send an email, follow up with an SMS a few days later, and then create a task reminding a sales rep to make a call. This type of multichannel outreach is really powerful for sales teams that are mainly focused on prospecting.

Close does a good job syncing email conversations into the CRM. When you connect your Google Workspace or Microsoft 365 account, it can retroactively pull past emails into the system so you have a full history of conversations with contacts. While it's not quite as advanced as some CRM integrations we've seen, it's still better than what many competitors provide.

• Essentials: $49/mo per user. Best for small sales teams that want a CRM with additional communication capabilities.
• Growth: $109/mo per user. Best for teams that want to automate parts of their sales workflow.
• Scale: $149/mo per user. Best for larger teams that need more advanced control and dialing capabilities.
• Enterprise: Custom pricing. Designed for large organizations with complex CRM needs.