Dialpad Meetings

Account Setup:

• Users start by creating an account on the Dialpad Meetings platform. This involves providing basic information and selecting a subscription plan that fits the organization's needs.

Configuration:

• Once the account is set up, the next step is to configure the platform according to the specific requirements of the business. This includes setting up user accounts, defining meeting settings, and integrating with other tools and systems used by the organization.

User Training:

• Dialpad offers various training resources to help users become familiar with the platform. This includes access to a knowledge base, training videos, and webinars. For larger organizations, customized training sessions can be arranged to ensure all users are comfortable with the software.

Testing and Go-Live:

• Before fully deploying the software, it is advisable to conduct a testing phase to ensure everything is working as expected. This helps identify any potential issues and allows for adjustments to be made. Once testing is complete, the platform can be officially launched for use within the organization.

Timeline

The timeline for implementing Dialpad Meetings can vary depending on the size and complexity of the organization. However, the process is generally designed to be quick and efficient. For small to medium-sized businesses, the implementation can typically be completed within a few days to a week. Larger organizations with more complex requirements may take a few weeks to fully implement the software.

Meeting Settings:

• Userscan modify theirmeeting URL, PINsettings, audiogreeting, holdmusic, and otherareas to personalizethe experience.
• Admins can controlmeeting settingsfor team members, including requiringmeeting PINs, settingorganizer requirements, and customizinggreetings.

Audio and VisualCustomization:

• Users can choosecustom audiogreetings andhold music, uploadtheir own files, and select fromvarious virtualbackgrounds.
• The platformsupports differentvideo layoutssuch as Dynamic, Grid, Filmstrip, andSpotlight views.

Security andAccess Controls:

• Optionsto enable automaticrecording, transcription, and saving chatlogs.
• Admins can set up waitingrooms, auto-lock meetings, and controlparticipant accesswith PINs.

Integration withOther Tools:

• Dialpad Meetingsintegrates withCRM tools likeSalesforce andHubSpot, as wellas calendar appslike Google Workspaceand MicrosoftOutlook.

AI Features:

• AI-powered featuresinclude livetranscriptions, post-meeting summaries, and action items.

Porting Fees:

• Charges for porting multiple numbers and toll-free numbers.

Administrative Cost Recovery Fee:

• A yearly fee for compliance, reporting, and filing requirements, billed per user per month or annually.

E911 Regulatory Recovery Fee:

• A monthly fee of $0.99 for any outbound-enabled numbers able to contact 911.

Texting Fees:

• Additional charges for SMS and MMS messages beyond the plan limits.

Per-Minute Pricing:

• Charges for inbound and outbound calls on certain plans, such as the Ai Contact Center plan.

Add-Ons:

• Costs for additional features like conference room lines, internet fax, and extra phone numbers.

Onboarding Resources:

• Role-specific user training recordings and guides to help users get comfortable with the platform.
• Setup guides and resources for a smooth transition to Dialpad, including network compatibility checks and equipment support.

Customer Support:

• 24/7 customer support via chat, email, and phone for Pro and Enterprise users.
• Access to a knowledge base, online resources, and community forums for all users.

Training Sessions:

• Webinars, training videos, and local events to enhance user proficiency.

AI Features Training:

• Training on using AI features like live transcriptions, call summaries, and sentiment analysis.

Encryption:

• Calls over the VoIP network and in-transit web requests are encrypted using TLS (Transport Layer Security). At rest, application data is stored using AES 256-bit encryption on the Google Cloud Platform.
• Screen sharing is encrypted both in transit and at rest, ensuring that shared information is only accessible to meeting participants.

Role-Based Access and Single Sign-On (SSO):

• Dialpad offers role-based access controls to manage permissions at various levels (company, office, department, or user). Integrations for access management via SAML and SCIM are available from providers like Okta, Azure, Google Workspace, and OneLogin.

Compliance Certifications:

• Dialpad is SOC2® Type II compliant, ISO 27001:2013, ISO 27017:2015, and ISO 27018:2019 certified. It also meets GDPR and HIPAA compliance requirements, with features like data retention policies, data subject access requests, and individual consent mechanisms.

AI and Data Privacy:

• Dialpad uses AI-driven features like PII Redaction to automatically identify and protect sensitive information in call transcripts. Machine learning algorithms redact personal data such as credit card or social security numbers.

Incident Management and Penetration Testing:

• Dialpad follows NIST Guidelines for incident response and conducts quarterly penetration tests by independent third-party testers to protect against web application attacks. Security scanners and checks are integrated into continuous deployment pipelines.

Data Storage and Backup:

• All permanent customer data is stored in the United States via Google Cloud Platform and backed up daily. Transient data is held for no more than 72 hours.

Spam and Unauthorized Access Prevention:

• Features include call blocking, spam prevention, and rate-limiting to protect against unauthorized traffic attacks. Users can block callers with high spam scores.

Dialpad Meetings releases updates regularly to ensure customers benefit from the latest features and improvements. Updates typically include new features, enhancements, and bug fixes. The release notes indicate that updates are rolled out frequently, often multiple times a month.These updates are managed automatically, ensuring that users always have access to the latest version without manual intervention.

Data Ownership:

• Users own their data, and Dialpad retains it until the user chooses to delete it. Enterprise customers can set custom retention policies to remove, archive, or anonymize data at specified intervals.

Data Portability:

• Dialpad provides tools for data export, allowing users to migrate their data as needed. This includes analytics and export capabilities for sensitive data, which can be managed by administrators.

Privacy and Control:

• Dialpad incorporates Privacy-by-Design principles, ensuring data minimization and access limitation. Users can opt out of data sharing for AI training, and data is automatically deleted from all datasets when retention policies are applied.

License Adjustments:

• Userscan add or removelicenses as needed. If the totallicense countexceeds 50, pricingfor the secondtier (51+ licenses) will apply toall licensesin effect atthat time.
• If the numberof licenses laterdecreases, thediscount willcontinue to begoverned underthe second tierpricing.

Automatic Adjustments:

• Theannual billingperiod is basedon the startdate of the companyin the program. Revised discountsare applied tonewly provisioned licenses andexisting licensesduring the annualcontract renewal.

Flexibility:

• Dialpad’s cloud-based infrastructureallows for easyscaling withoutthe need foradditional hardware, making it simpleto adjust thenumber of usersand featuresas needed.

Contract Renewal:

• Contracts typically renew automatically for additional one-year periods at the discounted fees in effect under the order at the time of renewal. Dialpad reserves the right to increase fees up to 5% in each renewal year unless either party gives written notice of termination at least 30 days prior to the end of the then-applicable renewal date.
• For annual services, subscribers are responsible for all charges for any remaining time left on the annual term if they terminate the services prior to the end of the term.

Cancellation:

• Monthly service subscribers can cancel or terminate their use of the services at any time by contacting Dialpad customer service, subject to the restrictions and fees provided in the terms and any additional agreements governing the services.
• For annual service subscribers, no refunds are provided for any unused portion of prepaid annual term charges if the services are terminated prior to the end of the term.
• If an account is canceled within 3 days of the transaction date for both monthly and annual billing, a refund will be processed. Refunds are not granted if the cancellation occurs 4 days after the monthly billing cycle.

Unused Credits:

• Upon cancellation, all unused calling credits and international calling credits will expire with no refunds or prorations available.

SOC2® Type II:

• Dialpad is SOC2® Type II compliant, having performed a third-party audit to certify that it has implemented controls that operate effectively to meet the objectives of the AICPA Trust Services Principles.

HIPAA:

• Dialpad is HIPAA-ready, allowing healthcare industry customers to sign a Business Associate Agreement (BAA) to ensure compliance with HIPAA regulations.

GDPR:

• Dialpad helps organizations meet GDPR compliance requirements through features such as retention policies, data subject access requests, and individual consent mechanisms. Customers can sign a Data Processing Agreement (DPA) that addresses GDPR and beyond.

ISO Certifications:

• Dialpad’s infrastructure and processes are annually certified against ISO 27001:2013 (Information security management), ISO 27017:2015 (Information Security in the cloud), and ISO 27018:2019 (PII for public cloud processors).

Cloud Security Alliance (CSA):

• Dialpad is a member of the Cloud Security Alliance (CSA) Security, Trust, and Assurance Registry (STAR), demonstrating its commitment to cloud security best practices.