Dialpad
Contact SalesAI-Native Contact Center & Unified Communications Platform
By Tanmay Verma, Founder · Last verified 06 Jul 2026
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Added 6d ago
93/100Safe BetIn short
Dialpad — AI-Native Contact Center & Unified Communications Platform. Best for Customer support teams seeking AI-driven agent coaching and LLM-based scorecards, Sales teams wanting conversation intelligence and call analytics, Enterprise contact centers needing workforce management with shift constraints. Contact Sales pricing.
Is Dialpad actually worth it?
LiveSee what real users actually say. We scan live discussions, reviews and complaints across the web and hand you an honest verdict — in under a minute.
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Editorial Verdict
Best for
Customer support teams seeking AI-driven agent coaching and LLM-based scorecardsSales teams wanting conversation intelligence and call analyticsEnterprise contact centers needing workforce management with shift constraintsSMBs looking for an all-in-one unified communications platformRemote/hybrid teams requiring unified voice, video, and messaging
Not ideal for
Organizations that require on-premise deployment or air-gapped environmentsTeams needing a completely free, unlimited planSmall businesses with only basic phone requirements and low call volumeUsers who want fine-grained control over AI model customization
Dialpad's deep AI integration and rapid feature cadence make it a strong choice for contact centers wanting AI-driven agent coaching and autonomous task resolution. However, opaque pricing and vendor lock-in risk may give smaller teams pause. Best for organizations ready to go all-in on an AI-native stack.
Compare with: Dialpad vs Krisp Voice AI, Dialpad vs Limitless AI, Dialpad vs Demodesk
Last verified: July 2026
What's new in Dialpad
Checked 6 days agoAcross the latest 4 updates: 2 changelog entries and 2 news mentions.
ChangelogChangelog·7 days agoNewest
June 2026 Roundup Phase 2 goes live; adds Freeform LLM Scorecards, shift constraints, agent redeployment, call labels.
Phase 2 of June roundup: LLM-based scoring, shift scheduling constraints, live agent redeployment, and custom call labels.
NewsBlog·8 days ago
What's new at Dialpad: July 2026
July 2026 updates include real-time operational visibility, smarter workforce management, and deeper integrations.
ChangelogChangelog·Jun 4
June 2026 Roundup Phase 1 launches; includes new LLM model for scorecards.
Phase 1: updated LLM model for scorecards improves nuance detection and scoring accuracy.
NewsBlog·Jun 1
What's new at Dialpad: June 2026
June release includes high-volume Dialer, smarter insights, and real-time dashboards.
What independent users actually report about Dialpad
We ran a structured research pass across product reviews, community discussions, and post-purchase forum threads to surface the patterns vendors won't publish themselves. Below: the recurring strengths, the hidden costs people mention most, and the cohort that consistently regrets adopting this tool.
37 mentions across 4 sources (Reddit, Hacker News, Product Hunt, App Store).
35% positive65% critical
Recurring strengths
- +AI transcription and live coaching provide real-time agent guidance.
- +Unified platform integrates calls, messages, meetings, and contact center.
- +Integrates well with CRM tools like Salesforce, Zendesk, and Teams.
- +Useful for therapy practices and small businesses needing HIPAA compliance.
- +AI Scorecards with LLM-based evaluation automate performance review.
Recurring frustrations
- −App frequently lags, drops calls, or misses answered calls.
- −Customer support is unresponsive or unable to resolve issues.
- −Cannot change voicemail message from the mobile app.
- −AI Recap view has no back button, forcing force-close of app.
- −Text messages don't send consecutively, confusing conversations.
Patterns worth knowing
App is unreliable with frequent crashes, call drops, and UI bugs
Seen on App Store, Reddit
Customer support is terrible and unresponsive
Seen on App Store, Reddit
Billing issues and hidden paywalls frustrate users
Seen on App Store, Reddit
Learning curve
beginnerProductive in ~A few hours
Hidden costs people mention
- • Contact syncing is paywalled (must pay to select source)
- • Scaling up licenses may incur unexpected charges per user reports
In users’ own words
“The company I work for has been using Dialpad for a year maybe. I have worked for them for 8 mo. I am the front desk CSR. Very recently, I have not been able to listen to my calls or access transcripts of the calls. Of course Dialpad has no clue as to what the issue is. I utilize this feature regularly to go back and obtain additional information about a call for other people or myself. The only recent change, is we…”
“I use Dialpad for my solo practice, and I do *not* want to use the messaging feature, only the phone/voicemail. I am not able to send messages, which is fine, but I still receive messages on my business line. The problem with this is, I often do not see messages received and the sender does not know whether their message has been received or seen. I simply want to disable all messaging so that no one is able to text…”
“This is for all of the people who are using Dialpad for their VoIP needs. I'm hopeful we can collectively work to support Dialpad to improve their product and learn about hidden features that this product offers.”
Real posts from independent users, linked to the source — not testimonials we collected.
Viability Score
93/100
Safe BetHow likely is Dialpad to still be operational in 12 months? Based on 4 signals — momentum (how recently it shipped), wrapper dependency, revenue model, and web presence.
momentum
100
funding runway
70
website health
90
wrapper dependency
100
Last calculated: July 2026
How we score →Key Features
- AI-powered real-time transcription
- Sentiment analysis and conversation intelligence
- AI Live Coach for real-time agent guidance
- Freeform LLM Scorecards for LLM-based evaluation
- AI Playbooks for automated workflows
- AI Agents for autonomous task resolution (scheduling, refunds, etc.)
- Post-call automation and summaries
- Workforce management with shift constraints
- Custom call labeling and tagging
- Cost allocation by department
- Redeploy agents via Live Panel
- High-volume Dialer for outbound campaigns
- IVR and auto attendant
- Call recording and analytics
- Video conferencing and screen sharing
About Dialpad
Contact SalesIntermediateAPI availableWeb · Mobile · Desktop · API
Dialpad is an AI-native customer communications platform that unifies calls, messages, meetings, and contact center operations into a single intelligent system. Designed for businesses of all sizes, from SMBs to enterprises, it embeds AI across the entire communications stack rather than bolting it on as an afterthought. The platform's proprietary AI, including DialpadGPT, delivers real-time transcription, sentiment analysis, conversation intelligence, and post-call automation. Key features include AI Live Coach for real-time agent guidance, AI Scorecards with newly released Freeform LLM Scorecards for nuanced, LLM-based evaluation, AI Playbooks for automated workflows, and AI Agents that autonomously handle scheduling, refunds, and more. Recent updates (June–July 2026) introduced shift constraints for workforce management, custom call labeling, cost allocation by department, and a high-volume Dialer for outbound campaigns. Dialpad integrates with major CRM and productivity tools like Salesforce, Zendesk, Microsoft Teams, and Google Workspace. It holds HIPAA and SOC 2 compliance certifications, making it suitable for regulated industries. Unlike generic AI tools layered onto legacy systems, Dialpad's native AI delivers deeper integration and continuous innovation—evidenced by its monthly feature drops. For contact centers ready to adopt agentic AI at scale, Dialpad offers a comprehensive, AI-first alternative to platforms like Five9 or Genesys.
Behind the Verdict
Dialpad impressed us with the breadth of its AI features—real-time transcription, sentiment analysis, AI Live Coach, and now Freeform LLM Scorecards that use large language models to evaluate calls on nuance rather than rigid checklists. The June 2026 update also brought workforce management improvements like shift constraints, which are critical for contact centers juggling scheduling compliance. That said, Dialpad's pricing is not transparent on the website—you have to talk to sales, which can be a barrier for small teams wanting quick comparison. Compared to competitors like Five9 or Genesys, Dialpad's AI feels more native and continuously updated; Five9's AI features often lag or require add-ons. In practice, Dialpad is best for customer support and sales teams that can leverage AI agents to autonomously handle scheduling, refunds, and order processing. A caveat: if your organization requires on-premise deployment or fine-grained control over AI model customization, Dialpad's cloud-only, proprietary approach may not fit. Also, the free trial is limited; you'll need to engage sales for a full demo. Overall, Dialpad is a solid bet for contact centers ready to adopt agentic AI, but smaller teams should budget carefully and consider the lock-in.
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Use Cases
- Automate customer service with AI agents that handle refunds and scheduling.
- Coach agents in real-time using AI Live Coach during live calls.
- Analyze sales calls to identify winning behaviors and improve close rates.
- Manage workforce scheduling with shift constraints and automated agent placement.
- Unify company communications across voice, video, and messaging in one platform.
- Export compliance-ready call logs and analytics for audits.
Models Under the Hood
DialpadGPTCustom LLM for scorecards
Limitations
- Pricing is not publicly disclosed; potential users must contact sales.
- Some advanced AI features (e.g., AI Agents) may require higher-tier plans.
- The platform is cloud-only, with no on-premises option.
- API rate limits apply to integrations.
Integrations
Resources & Guides
- Guidedialpad.com
Guides · Dialpad
In-depth how-to from dialpad.com
- Resourcedialpad.com
Features · Dialpad
Helpful link from dialpad.com
- Resourcehelp.dialpad.com
Home · Dialpad
Helpful link from help.dialpad.com
- Resourcedialpad.com
Blog · Dialpad
Helpful link from dialpad.com
- Resourcedialpad.com
Whats New · Dialpad
Helpful link from dialpad.com
Frequently Asked Questions
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