SAME CATEGORY. YOUR PRIORITIES.
Dialpad Connect vs Zoom Phone
Compare evidence, costs and trade-offs. Adjust the criteria to reflect your own workflow.
MAKE THE SCORE YOURS
What matters most?
Core capabilities carry 32 points; workflow depth carries 68. AI contributes the category-specific weight shown below within those totals. Change group priorities and see every contribution update.
How the score is calculated →Documented fit across available plans · unknowns shown as ranges · no customer ratings
| Features & decision context |  Dialpad Connect70–100/100 documented fit Core capabilities28.8–32 / 32 pts9/10 checks with established status Workflow depth40.8–68 / 68 pts8/18 checks with established status | Zoom Phone79–100/100 documented fit Core capabilities32 / 32 pts10/10 checks with established status Workflow depth46.9–68 / 68 pts12/18 checks with established status |
|---|---|---|
| How AI changes fitSame priorities, with and without AI | 70–100 with AI71–100 without AIFeature-fit points; not measured ROI | 79–100 with AI78–100 without AIFeature-fit points; not measured ROI |
| Supplier website | Visit Dialpad Connect | Visit Zoom Phone |
| Good fit for | Teams that want call intelligence and everyday business communications in the same app. | Companies already using Zoom that want phone service integrated with their collaboration workflow. |
| Look more closely when | You assume the separate AI Agents or contact-center product is included with Connect. | You assume a metered calling plan includes outbound minutes or that all international destinations are covered. |
| Pricing snapshotDifferent billing units are not directly comparable | Custom quoteper user per month Request current Connect pricing for seats, term and required integrations. The reviewed pricing page emphasized separately priced Agentic AI, so no older numeric Connect price is asserted. Pricing source | See pricingper user per month US/Canada metered and unlimited regional plans are offered. Obtain the selected USD quote; the reviewed page did not expose the current numeric rate. Pricing source |
| US business calling 20% base weight | ||
| Core capabilityUS numbers or number portingObtain a US business number or transfer an existing number. | Supported4 / 4 pts Connect calling, apps, messages, transcripts and action recaps. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts US Phone plans and eligible AI Companion features. Official documentation · Oct 15, 2026Source |
| Core capabilityUS business callingMake and receive business calls under a documented US plan. | Supported4 / 4 pts Connect calling, apps, messages, transcripts and action recaps. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts US Phone plans and eligible AI Companion features. Official documentation · Oct 15, 2026Source |
Depth checkCall-quality or failure diagnosticsInspect call quality or technical failure information for a specific business call.Ask for a demonstrationOpen a problematic call and show the recorded quality or failure information. A scenario to run with the supplier; not a completed product test. | Supported5.6 / 5.6 pts Call Review exposes per-call jitter, packet loss, bitrate and latency. Official documentation · Oct 15, 2026Source | Supported5.6 / 5.6 pts QoS dashboard supports extension-level and individual call investigation. Official documentation · Oct 15, 2026Source |
Depth checkNumber continuity and forwardingForward or reroute an existing business number while changing its device, user, or destination.Ask for a demonstrationMove or forward a business line and demonstrate where incoming calls now arrive. A scenario to run with the supplier; not a completed product test. | Supported6.4 / 6.4 pts Main-line routing supports wait limits and fallback destinations. Official documentation · Oct 15, 2026Source | Supported6.4 / 6.4 pts Call handling supports destination changes and holiday-specific routes. Official documentation · Oct 15, 2026Source |
| Team calling and messaging 20% base weight | ||
| Core capabilityDesktop and mobile callingUse business calling through desktop and mobile applications. | Supported4 / 4 pts Connect calling, apps, messages, transcripts and action recaps. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Apps, Team SMS, routing, connectors and Phone API. Official documentation · Oct 15, 2026Source |
| Core capabilityTeam or shared business messagingUse internal team messaging or shared customer messaging. | Supported4 / 4 pts Connect calling, apps, messages, transcripts and action recaps. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Apps, Team SMS, routing, connectors and Phone API. Official documentation · Oct 15, 2026Source |
Depth checkLive-call team handoffTransfer an active call to a colleague or shared destination without asking the caller to redial.Ask for a demonstrationAnswer a test call and transfer it to another team member. A scenario to run with the supplier; not a completed product test. | Supported5.6 / 5.6 pts Direct and warm transfers route calls to colleagues or destinations. Official documentation · Oct 15, 2026Source | Supported5.6 / 5.6 pts Administrative policies control overflow and live call transfer. Official documentation · Oct 15, 2026Source |
Depth checkShared customer conversation contextLet team members access a shared business conversation or call history with notes or context.Ask for a demonstrationShow a second team member the earlier customer interaction and its saved context. A scenario to run with the supplier; not a completed product test. | Supported6.4 / 6.4 pts Authorized executive assistants can view shared call history, transcripts and summaries. Official documentation · Oct 15, 2026Source | Not verified0–6.4 / 6.4 pts This specific workflow has not been established by the reviewed evidence. Not verified · Oct 15, 2026Source |
| Call routing and administration 16% base weight | ||
| Core capabilityAuto attendant or IVRRoute callers using menus or automated receptionist rules. | Not verified0–3.2 / 3.2 pts Not established in reviewed evidence; request this specific demonstration. Not verified · Oct 15, 2026Source | Supported3.2 / 3.2 pts Apps, Team SMS, routing, connectors and Phone API. Official documentation · Oct 15, 2026Source |
| Core capabilityGroups, queues or hours routingRoute calls to multiple people or use business-hours routing. | Supported3.2 / 3.2 pts Routing APIs direct inbound calls to departments or users. Official documentation · Oct 15, 2026Source | Supported3.2 / 3.2 pts Apps, Team SMS, routing, connectors and Phone API. Official documentation · Oct 15, 2026Source |
Depth checkUnanswered-call overflowConfigure an unanswered or over-capacity queue/group to move callers to another destination.Ask for a demonstrationLeave a queue call unanswered and show the configured overflow route. A scenario to run with the supplier; not a completed product test. | Supported4.8 / 4.8 pts Main-line routing supports wait limits and fallback destinations. Official documentation · Oct 15, 2026Source | Supported4.8 / 4.8 pts Administrative policies control overflow and live call transfer. Official documentation · Oct 15, 2026Source |
Depth checkHoliday and after-hours exceptionsOverride routine business-hours routing for holidays or explicit exceptions.Ask for a demonstrationCreate a holiday exception and show how its route differs from a normal weekday. A scenario to run with the supplier; not a completed product test. | Supported4.8 / 4.8 pts Main-line settings include holiday overrides to standard hours. Official documentation · Oct 15, 2026Source | Supported4.8 / 4.8 pts Call handling supports destination changes and holiday-specific routes. Official documentation · Oct 15, 2026Source |
| Business application connections 12% base weight | ||
| Core capabilityCRM or helpdesk integrationConnect calling data with a named CRM or support application. | Supported2.4 / 2.4 pts Salesforce integration explicitly supports Dialpad Connect. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts Apps, Team SMS, routing, connectors and Phone API. Official documentation · Oct 15, 2026Source |
| Core capabilityCalling APIs or webhooksUse programmable interfaces to connect phone events or functions. | Supported2.4 / 2.4 pts Routing APIs direct inbound calls to departments or users. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts Apps, Team SMS, routing, connectors and Phone API. Official documentation · Oct 15, 2026Source |
Depth checkAutomatic CRM activity loggingWrite call activity into a connected CRM record with a usable contact association.Ask for a demonstrationComplete a test call and show the automatically logged activity on the matching CRM contact. A scenario to run with the supplier; not a completed product test. | Supported3.2 / 3.2 pts Dynamics integration automatically logs calls and voicemail to matching contacts. Official documentation · Oct 15, 2026Source | Not verified0–3.2 / 3.2 pts This specific workflow has not been established by the reviewed evidence. Not verified · Oct 15, 2026Source |
Depth checkCall records outside the phone appRetrieve identifiable call records or call events using an API, webhook, or export.Ask for a demonstrationRetrieve a call record externally and identify its caller, time, and outcome. A scenario to run with the supplier; not a completed product test. | Not verified0–4 / 4 pts This specific workflow has not been established by the reviewed evidence. Not verified · Oct 15, 2026Source | Not verified0–4 / 4 pts This specific workflow has not been established by the reviewed evidence. Not verified · Oct 15, 2026Source |
| AI call assistance and agents 14.5% base weight | ||
| Core capabilityAI call transcriptionCreate a transcript of a live or completed business call. | Supported2.4 / 2.4 pts Connect calling, apps, messages, transcripts and action recaps. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts US Phone plans and eligible AI Companion features. Official documentation · Oct 15, 2026Source |
| Core capabilityAI summaries or follow-up actionsSummarize a call or extract decisions and follow-up tasks. | Supported2.4 / 2.4 pts Connect calling, apps, messages, transcripts and action recaps. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts US Phone plans and eligible AI Companion features. Official documentation · Oct 15, 2026Source |
Depth checkAI answers grounded in call contentUse an AI query or extraction capability based on a call’s actual transcript or recording.Ask for a demonstrationAsk about a decision or fact in a specific call and inspect the matching transcript context. A scenario to run with the supplier; not a completed product test. | Not verified0–3.2 / 3.2 pts This specific workflow has not been established by the reviewed evidence. Not verified · Oct 15, 2026Source | Supported3.2 / 3.2 pts Call questions use transcript content; admins scope or disable processing. Official documentation · Oct 15, 2026Source |
Depth checkAdministrative AI processing controlLet an administrator disable or scope AI transcription, analysis, or summaries.Ask for a demonstrationShow the setting that limits AI processing for a selected user, line, or call. A scenario to run with the supplier; not a completed product test. | Supported4 / 4 pts Company, office and shared-line administrators can disable AI. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Call questions use transcript content; admins scope or disable processing. Official documentation · Oct 15, 2026Source |
Depth checkAutomatically mask sensitive transcript contentDemonstrate "Automatically mask sensitive transcript content" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Automatically mask sensitive transcript content" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
| Operational detail 17.5% base weight | ||
Depth checkPark a call and retrieve it on another extensionPark an internal test call, retrieve it from another extension, then demonstrate the timeout when nobody retrieves it.Ask for a demonstrationPark an internal test call, retrieve it from another extension, then demonstrate the timeout when nobody retrieves it. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Supported2.5 / 2.5 pts Zoom Phone policies can enable or disable call parking for supported users and devices. Zoom Phone calling plan or Workplace with Phone plus admin privileges; supported device/client and destination conditions apply. Official documentation · Oct 21, 2026Source |
Depth checkSign in temporarily on a shared desk phoneDemonstrate "Sign in temporarily on a shared desk phone" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Sign in temporarily on a shared desk phone" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Supported2.5 / 2.5 pts Zoom Phone policies expose hot desking for supported common-area phones. Zoom Phone calling plan or Workplace with Phone plus admin privileges; supported device/client and destination conditions apply. Official documentation · Oct 21, 2026Source |
Depth checkDelegate calls on behalf of another userDemonstrate "Delegate calls on behalf of another user" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Delegate calls on behalf of another user" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkPause and resume an active call recordingDemonstrate "Pause and resume an active call recording" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Pause and resume an active call recording" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkMove an ongoing mobile VoIP call to the carrierDemonstrate "Move an ongoing mobile VoIP call to the carrier" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Move an ongoing mobile VoIP call to the carrier" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Supported2.5 / 2.5 pts An administrator can enable Mobile Switch to Carrier at documented policy levels. Zoom Phone calling plan or Workplace with Phone plus admin privileges; supported device/client and destination conditions apply. Official documentation · Oct 21, 2026Source |
Depth checkRestrict outbound calling destinationsDemonstrate "Restrict outbound calling destinations" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Restrict outbound calling destinations" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Supported2.5 / 2.5 pts International calling is an administrative policy at multiple account levels. Zoom Phone calling plan or Workplace with Phone plus admin privileges; supported device/client and destination conditions apply. Official documentation · Oct 21, 2026Source |
Depth checkRestrict recording access by IP addressDemonstrate "Restrict recording access by IP address" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Restrict recording access by IP address" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Supported2.5 / 2.5 pts IP Access Control restricts access to recordings, voicemail and other phone assets. Zoom Phone calling plan or Workplace with Phone plus admin privileges; supported device/client and destination conditions apply. Official documentation · Oct 21, 2026Source |
| AI usage and limits | Connect includes call transcripts, recaps and action items; Dialpad AI Agents is a distinct product and credit model.
| AI Companion for Phone offers post-call summaries, voicemail prioritization and task extraction on eligible phone packages.
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| Additional costs to ask about |
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| Integration shortlist |
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| Research date | Oct 15, 2026 Full source record → | Oct 15, 2026 Full source record → |