3CX vs Dialpad

3CX is a business communications platform that replaces traditional PBX hardware with a software-based phone system. It supports voice calls, video conferencing, a website live chat widget, and call center features like queues and reporting, and can be deployed on-premises, in a private cloud, or via 3CX's own hosting service.

Dialpad is a cloud business communications platform combining VoIP calling, SMS, video meetings, and a contact center product into one workspace, with real-time AI transcription and coaching layered across calls and meetings. It positions itself around agentic AI features that can autonomously handle tasks like booking appointments or processing simple requests during support conversations. The platform is split into several products: Dialpad Connect for unified business communications, Dialpad Support for contact centers, and Dialpad Sell for outbound sales teams, each sharing the same AI transcription and analytics engine and integrating with tools like Salesforce, Zendesk, and Microsoft Teams.

• No per-extension licensing, so adding users doesn't directly raise cost
• Combines voice, video, and live chat in one system instead of separate tools
• Flexible deployment: self-hosted, private cloud, or 3CX-hosted
• Free tier available for small teams to try before committing

• Strong AI transcription and coaching baked into every call
• Combines phone, contact center, and sales tools under one platform
• Wide range of native integrations with CRMs and helpdesks
• Available across desktop and mobile platforms

• Initial setup and SIP trunk configuration can be technical for non-IT admins
• Pricing tiers and editions have changed multiple times, making cost planning harder
• Advanced features like call center reporting are gated behind higher tiers

• No permanently free tier, only a trial
• Pricing and full feature depth skew toward mid-market and enterprise buyers
• SMS overage and admin fees can add unexpected cost beyond the base per-user price