Dialpad
Dialpad is an AI contact center and business communications platform combining voice, messaging, video and autonomous AI agents in one cloud product.
If you want one vendor for business phone, contact center and agentic voice and chat — and you're large enough that per-seat licensing is a rounding error — Dialpad is one of the few platforms shipping autonomous AI agents in production rather than in a roadmap deck. The conversation-based AI Agent Credits model is fairer than a flat per-seat AI surcharge: a conversation bills only when the AI retrieves information or executes an action like scheduling, routing or order lookup. Weigh that against a sales-led buying process for AI Agent and Support tiers, and no published seat prices on the pricing page. If you run a five-person sales team that just needs a dialer, look at Dialpad Sell's
Verified 10d ago · liveness 73/100 · cite: rightaichoice.com/tools/dialpad
- Mid-market and enterprise support teams wanting AI coaching plus autonomous voice and chat agents
- Sales teams running high outbound call volume who need conversation intelligence
- Contact centers consolidating separate UCaaS and CCaaS vendors into one platform
- Teams with spiky or seasonal volume, since AI Agent Credits charge only on completed actions
- Organizations requiring on-premise or air-gapped deployment — Dialpad is cloud-only
- Small businesses with basic phone needs that won't use contact center or AI features
- Teams that need to tune or swap the underlying AI model themselves
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Skip Dialpad if you need on-premise or air-gapped deployment, or if you want to evaluate AI agent and support tiers without a sales conversation and a usage-based credits model.
AI Agent Credits are consumed per conversation that retrieves information or executes an action, so busy months cost more than a flat per-seat AI fee would.
Dialpad sits in the enterprise contact-center bracket alongside NICE, Genesys and Five9, and above lightweight cloud phone systems. Mid-market teams get a single vendor for UCaaS plus CCaaS; very small teams pay for AI and WFM capacity they will never use. AI Agent Credits make spend scale with AI usage rather than seats, which suits spiky volume and complicates flat budgeting.
In short
Dialpad — Dialpad is an AI contact center and business communications platform combining voice, messaging, video and autonomous AI agents in one cloud product. Best for Mid-market and enterprise support teams wanting AI coaching plus autonomous voice and chat agents, Sales teams running high outbound call volume who need conversation intelligence, Contact centers consolidating separate UCaaS and CCaaS vendors into one platform. Contact Sales pricing.
What's new in Dialpad
Checked todayAcross the latest 8 updates: 7 feature updates and 1 changelog entry.
What's new at Dialpad: October 2026
Dialpad's October 2026 roundup covers new AI languages, bulk SMS, digital outbound SMS, and AI Recaps for digital conversations.
One-tap meeting join and device switching
A calendar header pill shows upcoming meetings within five minutes and enables instant join; meetings can switch between computer and mobile mid-call.
Omnichannel notifications for contact center admins
Admins can configure push and repeat sound notifications for digital channel conversations in Contact Center.
Simultaneous Ring for contact centers
Multi-ring routing alerts multiple eligible agents at once; first to answer takes the call, reducing customer wait time.
AI Recaps available for digital conversations
AI Recaps now generate summaries for digital sessions, excluding email conversations.
Digital Outbound Agents can send SMS
Outbound Agents now send SMS messages, enabling automated follow-ups after calls.
Bulk SMS up to 50 messages at once
Bulk SMS lets users upload a CSV and send up to 50 messages per batch for large-scale outreach.
Dialpad AI expands to 8 new languages
Dialpad AI now supports Dutch, French, German, Italian, Japanese, Korean, Portuguese, and Spanish with full feature parity.
What people actually say about Dialpad — is it worth it?
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) · researched Jul 2, 2026.
Average across the 4 sources that answered — each source counts once, not each post.
- +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.
- −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.
- • Contact syncing is paywalled (must pay to select source)
- • Scaling up licenses may incur unexpected charges per user reports
Viability Score
How well maintained and how widely used is Dialpad? Built from what the vendor actually publishes (docs, changelog, tutorials, integrations, pricing), whether the site is live, and how much real users discuss it. How we calculate this
Last calculated: October 2026
How we score →Key Features
- AI Agents for autonomous voice and chat resolution with mid-conversation human handoff
- Conversation-based AI Agent Credits billed only when the AI retrieves info or executes an action
- Real-time AI transcription of calls
- AI Recaps that summarize conversations and extract action items
- Sentiment analysis across calls and chats
- AI Live Coach delivering real-time agent guidance during live calls
- AI Playbooks to automate contact center workflows
- AI Scorecards grading agents with freeform LLM evaluation
- AI CSAT scoring for customer satisfaction measurement
- Post-call automation and summaries
- Omnichannel Real Time Analytics dashboard covering voice and digital (September 2026)
- Workforce management with live coverage charts and email-routed WFM alerts
- Real-time agent redeployment from the WFM live dashboard (August 2026)
- Custom queue priorities ranked 1–1,000 with preview simulation graph
- Outlook-to-WFM schedule syncing for automatic schedule updates
About Dialpad
Dialpad gathers business calling, messaging, video meetings, fax and contact center operations into a single cloud platform, with AI applied to live conversation rather than layered on afterwards. Three products cover the ground: Dialpad Connect for unified communications, Dialpad Support for inbound contact centers and Dialpad Sell for outbound sales. The AI layer includes real-time transcription, sentiment analysis, AI Recaps that turn calls into action items, AI Live Coach for in-call agent guidance, AI Playbooks for workflow automation, AI Scorecards for freeform LLM-based agent grading, AI CSAT and post-call automation. The agentic piece is Dialpad AI Agents — autonomous voice and chat agents that read customer intent, take action (scheduling, routing, order lookup) and hand off to a human mid-conversation. These are priced per conversation: you buy a pool of AI Agent Credits, and a conversation is only billable when the AI retrieves information or executes a real action. Dialpad's own materials describe a proprietary large language model tuned for speed and cost stability, alongside an LLM Info page. The 2026 release cadence has focused on operations. September 2026 (rolling out September 3-10 and October 1-22) added a redesigned Omnichannel Real Time Analytics dashboard, email-routed WFM alerts, custom queue priorities up to 1,000 with a preview simulation graph, Outlook-to-WFM schedule syncing and DID-less department extensions. August 2026 added real-time agent redeployment from the WFM live dashboard. Dialpad reports 30,000+ customers across 70+ countries, 10B+ AI-handled minutes, HIPAA compliance, SOC 2 certification and a dual-cloud architecture for redundancy. Mac, Windows, iOS, Android and a Chrome extension cover endpoints. It competes on AI depth and a single vendor for UCaaS plus CCaaS — this is not a lightweight phone system, and the AI tiers are sold through sales rather than self-serve checkout.
Behind the Verdict
Dialpad's core argument is that AI should sit inside the conversation, not in a separate analytics tool bolted onto the side. That shows up concretely: AI Live Coach delivers guidance to an agent while the call is running, AI Recaps produce summaries and action items right after, AI Scorecards grade agents using freeform LLM evaluation, and AI Playbooks automate the workflows around a contact center rather than just reporting on them. The stronger differentiator in 2026 is the agentic layer. Dialpad AI Agents are autonomous voice and chat agents that understand customer intent, take action — scheduling, routing, order lookup — and hand off to a human mid-conversation, with conversational AI analytics tracking what they did. Dialpad's own pages describe a proprietary large language model built for throughput and cost predictability, with all user data managed in-house and a Trust Center covering privacy posture. The commercial model follows the same logic: AI Agent Credits are spent only when the AI does real work. Where Dialpad has genuinely moved this year is contact-center operations, which is duller than agentic AI but decides whether a platform survives a renewal. September 2026 added a redesigned Omnichannel Real Time Analytics dashboard that monitors voice and digital data simultaneously, WFM alerts routed to email so supervisors don't have to stare at a dashboard, custom queue priorities ranked 1–1,000 with a preview graph you can simulate before saving, and Outlook-to-WFM schedule syncing that retires manual email workarounds. August 2026 added real-time agent redeployment from the WFM live dashboard, and the company's Plan & Pricing page added live cost estimation. None of that is glamorous; all of it is what enterprise contact centers actually ask for. Weaknesses worth naming. Pricing for AI Agent and Support is sales-led — the public pricing page carries a "Talk to sales" call to action rather than seat prices, so you cannot self-serve a quote or compare tiers side by side without a rep. Feature availability varies by product family (Connect, Support, Sell, AI Agent) and by plan, so the AI capability you saw in a demo may sit a tier above the one you buy. The platform is cloud-only, which rules it out for anyone needing on-premise or air-gapped deployment, and there's no option to swap in your own underlying model. And the credit model, while fair in principle, means your monthly bill moves with AI usage — good for spiky volume, harder to forecast flat for a finance team. Where it fits: mid-market and enterprise support and sales organizations that want AI coaching and autonomous agents under one vendor with HIPAA and SOC 2 in hand. Where it doesn't: small businesses needing basic phone service, and teams who want published list pricing and instant checkout.
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Real-world workflow fit
Concrete scenarios for the personas Dialpad actually fits — and what changes day-one when you adopt it.
You deploy Dialpad AI Agents on routine scheduling and order-lookup chats, watch conversational AI analytics in the redesigned Omnichannel Real Time Analytics dashboard, and route WFM adherence alerts to a supervisor inbox via email.
Outcome: Deflected routine contacts bill only when the AI completes an action, and supervisors catch adherence drift without sitting in the dashboard all day.
Your reps dial through Dialpad Sell, AI Live Coach prompts them mid-call, AI Recaps extract next steps, and meetings log to Salesforce as dedicated records with AI summaries and action items.
Outcome: Coaching happens on live calls instead of in a weekly review, and Salesforce carries meeting history tied to the right contacts, accounts and opportunities.
You set custom queue priorities ranked 1–1,000 and simulate changes in the preview graph, then sync agent schedules automatically by connecting a dedicated Outlook mailbox to Dialpad WFM.
Outcome: High-value callers get priority without starving low-priority queues, and schedules update on their own instead of through manual email workarounds.
Use Cases
- Automate customer service with AI agents handling refunds, scheduling and order lookup
- Coach agents in real time with 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
- Route WFM adherence alerts to supervisor inboxes via email instead of dashboard monitoring
- Rank contact center queues 1–1,000 with a preview graph before saving priority changes
- Log Dialpad Meetings to Salesforce as dedicated records with AI summaries and action items
Models Under the Hood
as of 2026-10-08
Limitations
- AI Agent, Support and Sell pricing is sales-led: the public pricing page offers a "Talk to sales" path rather than published seat prices, so you need a quote before you can budget accurately.
- AI Agent usage runs on credits — you buy a pool, and a conversation is billable only when the AI retrieves information or executes an action such as scheduling, routing or order lookup, which makes spend usage-dependent rather than flat.
- Feature availability varies by plan and product family (AI Agent, Support, Sell, Connect), so verify which AI features sit in the tier you're buying.
- The platform is cloud-only with no on-premise option, and it relies on integrations such as Salesforce, Zendesk, Google Workspace and Microsoft Teams to reach workflows outside the product.
as of 2026-09-28
Verification history
We have re-verified Dialpad 7 times since . Each pass re-reads the vendor's own pages and re-checks every listed field against that evidence; passes where nothing had changed are marked as such.
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
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12-month cost
Project the real annual outlay, including the implied monthly cost when only an annual tier is published.
Vendor list price only. Add-on usage, seat overages, and contract minimums are surfaced under Hidden costs & gotchas.
Where the pricing makes sense
The company stage and team size where Dialpad's pricing actually pencils out — and where peers do it cheaper.
Dialpad sits in the enterprise contact-center bracket alongside NICE, Genesys and Five9, and above lightweight cloud phone systems. Mid-market teams get a single vendor for UCaaS plus CCaaS; very small teams pay for AI and WFM capacity they will never use. AI Agent Credits make spend scale with AI usage rather than seats, which suits spiky volume and complicates flat budgeting.
Setup time & first value
How long it actually takes to get something useful out of Dialpad — broken out by persona, not the marketing-page minute.
Admins piloting calling and messaging on Dialpad Connect typically reach first value in days, since desktop, mobile and Chrome extension clients are ready to sign in. Contact center deployments that include WFM, AI Scorecards or AI Agents run longer because they involve queue design, integration work with Salesforce or Zendesk, and a sales-led licensing conversation. Plan a multi-week rollout for
Switching to or from Dialpad
How to bring data in from common predecessors and how to get it back out — written for the switcher, not the buyer.
- →From a legacy on-premise PBX: port numbers into Dialpad Connect and rebuild call flows, then add Support or Sell as a second phase.
- →From a standalone dialer plus a separate contact center tool: consolidate both onto Dialpad Support or Sell to get AI Recaps and AI Live Coach on the same calls.
- →From Microsoft Teams Phone or Google Workspace calling: connect the existing suite and layer Dialpad AI transcription and recaps on top of the same conversations.
- →From spreadsheets and manual email for scheduling: connect a dedicated Outlook mailbox to Dialpad WFM to sync agent schedules automatically.
- ↗To a lower-cost cloud phone provider: export call logs and transcripts first, since AI Recaps and Scorecards data does not travel with a number port.
- ↗To a standalone contact center platform: expect to rebuild WFM schedules, queue priorities and AI Playbooks by hand in the new system.
- ↗To an on-premise or air-gapped telephony stack: Dialpad is cloud-only, so plan a parallel-run period while you rebuild routing internally.
Integrations
Resources & Guides
Tutorials & Learning
YouTube returned 6 videos for “Dialpad”, and we withheld 6: 6 could not be judged, because “Dialpad” is a single word that other videos use for other things. We are showing none, because we could not prove any of them are about Dialpad.
Official links
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Conversation intelligence for B2B sales teams — call recording, transcription, coaching, and deal analytics tied to ZoomInfo data.
Featured Head-to-Head Comparisons
Dialpad vs Chatlyn
If you run a hotel, short-term rental, or travel business that needs to consolidate guest messages from WhatsApp, Booking.com, and Airbnb into one inbox with AI trained on your property docs, Chatlyn is the obvious choice. Dialpad is a powerful AI contact center platform for general customer support and sales, but lacks hospitality-specific PMS integrations and guest journey automation. Choose Chatlyn for hospitality; choose Dialpad for a broad UC/contact center solution.
Dialpad vs B Rokratt
Bürokratt and Dialpad serve entirely different purposes. Bürokratt is a free, Estonia-specific government AI assistant for citizens, while Dialpad is a paid, global business communications platform with advanced AI features. Choose Bürokratt if you're an Estonian resident needing help with public services; choose Dialpad for enterprise-grade contact center and unified communications.
Dialpad vs Hi Marley
If you're a P&C insurer looking to modernize claims communication, Hi Marley's SMS-first, claims-specific workflow (FNOL, Total Loss Assist, XactAnalysis integration) is unmatched. For a general-purpose AI contact center with voice, video, and LLM-powered scorecards (Dialpad's June 2026 features), Dialpad wins. Choose based on industry vertical and channel needs.
Alternatives to Dialpad
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Voice AI infrastructure for developers: speech-to-text, speech understanding, guardrails, and LLM routing on one API key.
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