Dialpad

What it does

Dialpad is an AI-powered business communications platform providing cloud phone, video meetings, contact center, and messaging - with AI woven throughout every conversation. Its AI capabilities include real-time call transcription that captures every word as it is spoken, live AI coaching that surfaces relevant talking points, competitor information, and objection responses during calls, real-time sentiment analysis that monitors customer and agent emotional tone, automated post-call summaries and action item extraction, and Dialpad AI Scorecards that evaluate calls against customizable quality criteria without manual review. Dialpad's AI Recaps eliminate the note-taking burden from every call, and its coaching nudges help reps perform better in the moment.

Strengths

• Mid-market sales and customer service teams use Dialpad for AI-enhanced communications - live coaching improving rep performance in-call and automated quality scoring replacing random manual QA sampling.
• Large enterprises use Dialpad for enterprise communications with AI throughout - sentiment analysis monitoring customer experience across all interactions, AI scorecards scaling QA, and coaching nudges improving frontline performance at scale.
• Small sales and support teams use Dialpad for AI-powered calling - real-time transcription capturing every call without manual notes and AI summaries replacing post-call admin time.

Watch-outs

• Contact center depth less than specialist CCaaS vendors: Dialpad's contact center product is strong but less mature than purpose-built CCaaS platforms like Genesys Cloud or NICE CXone for complex enterprise contact center operations with advanced routing and workforce management needs.
• AI coaching requires live call access: Dialpad's in-call AI coaching runs only on calls made through Dialpad — organizations using other phone systems or mixing Dialpad with other calling tools see inconsistent AI coverage.
• International telephony coverage varies: Dialpad's telephony coverage is strongest in North America — global enterprises with significant calling requirements in less common markets should verify country coverage before committing.

Pricing

Standard at $15/user/month. Pro at $25/user/month. Enterprise pricing negotiated. Contact {{center}} pricing separate. Annual billing saves approximately 25%. 14-day free trial.