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Dialpad Review

Dialpad is an AI-native, Agentic AI-powered omnichannel contact center and communications platform for transforming customer experience.

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Dialpad — product screenshot

Why it matters

1Offers a free tier for basic functionality.
2Provides a developer API with a company-level limit of 20 requests per second.
3Founded in 2016 and headquartered in San Francisco, USA.
4Secured $230M in total funding, reaching Series C.

About Dialpad

Business Model
Subscription SaaS
Usage Pricing
$0.02/call per api-call
Free Credits
100 free API calls
Headquarters
San Francisco, USA
Founded
2016
Team Size
201-500
Funding
Series C
Total Raised
$230M
Platforms
Web, iOS, Android
Target Audience
Businesses of all sizes looking for integrated communication solutions

Pricing Plans

Basic Plan
Free
  • • Basic features
  • • Limited AI tools
  • • Customer support
  • • 1 user
Pro Plan
$30/mo
  • • Full features
  • • In-depth analytics
  • • Custom integrations
  • • Up to 5 users

Cost Examples

  • • Make a call: ~$0.02

Leadership

Misty P.Co-FounderLinkedIn
Dan O'ConnellCo-FounderLinkedIn

Investors

Amasia, 75 & Sunny, GV

API Docs

Specs

API Docs

View Documentation →

API Available

Yes, public API

overview

What is Dialpad?

Dialpad is an AI-first communication and contact center platform developed by Dialpad (company) that enables businesses of all sizes to unify communications and enhance customer experience. It integrates AI features such as real-time transcription, call coaching, and sentiment analysis across calls, meetings, and messages. This unified platform, branded as TrueCaaS, combines unified communications as a service (UCaaS) and contact center as a service (CCaaS) into a single system, leveraging built-in Artificial Intelligence (Dialpad AI) to provide a 'single pane of glass' for all business communications. The platform also features Agentic AI for autonomous customer service and sales interactions, allowing businesses to build and deploy autonomous voice and chat agents using no-code templates.

features

Key Features of Dialpad

Dialpad's platform is characterized by its comprehensive integration of AI across various communication channels, providing tools for real-time analysis, automation, and workforce management. Its core capabilities span unified communications, contact center operations, and sales enablement, all enhanced by proprietary AI technologies.

  • Real-time transcription and AI-powered call coaching for live agent assistance.
  • Voice intelligence (Vi) and sentiment analysis across calls, meetings, and messages.
  • Smart summaries and live coaching prompts to enhance communication analysis.
  • Agentic AI for building and deploying autonomous voice and chat agents.
  • Automated workflows and conversation intelligence for operational efficiency.
  • Intelligent call routing, queue management, and real-time agent support (Assist Cards).
  • Freeform LLM Scorecards for nuanced grading beyond keyword matching.
  • Unified CTI call bar for consistent controls across integrations.
  • Workforce Management (WFM) enhancements, including shift constraints and faster agent redeployment.
  • Real-time visibility tools for voicemail activity and live call volume monitoring.

use cases

Who Should Use Dialpad?

Dialpad is designed for a broad range of businesses and departments seeking to consolidate their communication infrastructure and leverage AI for improved operational efficiency and customer engagement. Its unified platform addresses the needs of various organizational functions.

  • Businesses of all sizes seeking integrated UCaaS and CCaaS solutions for a 'single pane of glass' communication system.
  • Customer service teams requiring AI contact center features like intelligent routing, real-time agent support, and automated call summaries.
  • Sales teams needing AI coaching, sentiment analysis, automated call logging, and CRM integrations for enhanced performance.
  • Organizations with distributed workforces leveraging unified communications (voice, video, messaging) for seamless collaboration.
  • Enterprises aiming to deploy autonomous voice and chat agents for end-to-end customer service and sales interactions.

how to use

How to Use Dialpad

Getting started with Dialpad involves setting up communication channels, configuring AI features, and integrating with existing business tools. The platform is designed for rapid deployment, particularly for its AI agents.

  • 1Sign up for a Dialpad account, utilizing the free tier for initial evaluation of basic features.
  • 2Configure business phone numbers, user extensions, and call routing rules within the administrative portal.
  • 3Integrate Dialpad with existing CRM systems such as Salesforce or HubSpot for unified data and workflow automation.
  • 4Deploy AI agents using no-code templates to handle autonomous customer interactions via voice or chat.
  • 5Utilize real-time transcription, sentiment analysis, and live coaching features during calls and meetings to enhance agent performance.
  • 6Monitor communication performance metrics and AI-driven insights via the analytics dashboard for continuous improvement.

pricing

Dialpad Pricing & Plans

Dialpad offers a tiered pricing structure, including a free basic plan and paid subscriptions, with additional usage-based costs for API calls. The vendor website advertises a free tier, and specific API rate limits apply to various endpoints.

  • Basic Plan: Free (monthly, includes core features)
  • Pro Plan: $30/mo (monthly, includes advanced features)
  • Usage Pricing: $0.02/call per API call for specific API interactions.
  • Free Credits: 100 free API calls are provided for initial development and testing.

Pros

  • +AI-powered features, including real-time transcription, sentiment analysis, and live coaching (Voice Intelligence), enhance agent performance and customer interactions.
  • +Unified platform integrating voice, video, messaging, and meetings into a single application (TrueCaaS) reduces 'app fatigue' and context switching.
  • +User-friendly interface and intuitive design contribute to ease of use and a 'smart' appearance.
  • +Mobility allows users to make and receive business calls from any device, anywhere, supporting distributed workforces.
  • +Agentic AI platform provides tools for building and deploying autonomous customer service and sales agents.
  • +Consistent platform updates, including Workforce Management enhancements and Freeform LLM Scorecards, demonstrate ongoing development.

Cons

  • −Occasional reports of the application lagging on calls, disconnecting, or missing answered calls, impacting efficiency.
  • −Outbound call and text management can be perceived as 'clunky' by some users, making it difficult to consistently use the main line number.
  • −The product may be less intuitive for complex setups involving multiple departments or individual lines, despite its general user-friendliness.
  • −Reporting limitations have been noted, including 'awful' export formatting and restricted integrated voicemail metrics in analytics exports.

Policies

Free Tier

Vendor website advertises a free tier.

Pricing Page

View Pricing→

Similar Tools

Dialpad vs Competitors

Dialpad operates in a competitive landscape alongside established unified communications and contact center providers. Its primary differentiation lies in its AI-first approach and the integration of UCaaS and CCaaS into a single, unified platform.

1
Five9On StorkCompare

Five9 provides an Intelligent CX Platform with human-centered AI, offering advanced orchestration across the entire customer journey and autonomous AI voice response for high-volume enterprise call routing.

Five9 is an enterprise cloud contact center platform built for large-scale inbound and outbound call operations, often requiring longer implementation times and higher annual commitments compared to Dialpad. While Dialpad bundles real-time AI assist and automatic QA, Five9 offers a more comprehensive suite of traditional contact center features and advanced AI for high-volume environments.

2
Genesys Cloud CXOn StorkCompare

Genesys Cloud CX is an AI-powered experience orchestration platform that offers top-tier enterprise omnichannel depth, granular routing, and AI virtual agents for autonomous resolution.

Genesys Cloud CX is a deeper choice for the largest, most complex global operations, with AI and Workforce Engagement Management (WEM) capabilities often licensed as add-ons, whereas Dialpad bundles real-time AI assist and automatic QA natively. Genesys excels in omnichannel routing and self-service automation, while Dialpad focuses on AI built into every call with a converged phone system.

3
TalkdeskOn StorkCompare

Talkdesk is an AI-native contact center platform designed for large organizations, featuring powerful AI voice agents that handle full conversations autonomously and leverage Talkdesk Autopilot for self-service interactions.

Talkdesk is an enterprise-grade option with advanced AI voice agents, often more complex and expensive than Dialpad, and is primarily a Contact Center as a Service (CCaaS) platform, unlike Dialpad's unified UCaaS+CCaaS offering. It focuses on Customer Experience Automation (CXA) to streamline the work behind every stage of the CX lifecycle.

4
RingCentral↗

RingCentral is a unified cloud communications platform that offers a broader AI stack, including AI Receptionist (AIR) for automated call intake, lead capture, and appointment scheduling, and AVA Agent Assist.

RingCentral is a comprehensive unified communications platform with a robust AI stack layered across its RingEX (UC) and RingCX (CC) platforms, making it a strong alternative for larger organizations prioritizing ecosystem breadth. While Dialpad built its name on AI-first voice, RingCentral provides a broader suite of communication tools with integrated AI features for both internal and external interactions.

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