Dialpad
Agentic AI contact center platform unifying voice, messaging, video, and autonomous agents.
Dialpad is a compelling pick for mid-market and enterprise teams that want a contact center shipping monthly AI updates and now including autonomous agents. The hidden sales-led pricing for AI Agents and contact center tiers is the main friction—smaller teams may balk. We'd sign if you're ready to commit to an all-in-one AI stack; for transparent, self-serve pricing, consider alternatives like Talkdesk or Aircall, but they lack Dialpad's agentic AI depth.
Verified 4d ago · liveness 79/100 · cite: rightaichoice.com/tools/dialpad
- Customer support teams wanting AI-driven agent coaching and LLM-based scorecards
- Sales teams needing conversation intelligence and high-volume dialing
- Enterprise contact centers requiring workforce management with shift constraints
- SMBs seeking an all-in-one AI-powered communications platform
- Organizations requiring on-premise deployment or air-gapped environments
- Teams seeking a free, self-serve plan with transparent pricing
- Small businesses with low call volume and basic phone needs
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Skip Dialpad if you need transparent self-serve pricing, require on-prem deployment, or are a tiny business that just needs a basic phone system.
AI Agent conversations are billed per credit when the AI actually retrieves info or takes action, so high-volume automation can surprise you.
Dialpad's sales-led pricing fits mid-market and enterprise teams ready to negotiate. Cheaper peers like Aircall and RingCentral offer transparent per-seat plans, but lack Dialpad's agentic AI depth. If you're SMB, you may overpay for AI you don't need.
In short
Dialpad — Agentic AI contact center platform unifying voice, messaging, video, and autonomous agents. Best for Customer support teams wanting AI-driven agent coaching and LLM-based scorecards, Sales teams needing conversation intelligence and high-volume dialing, Enterprise contact centers requiring workforce management with shift constraints. Contact Sales pricing.
What's new in Dialpad
Checked yesterdayAcross the latest 10 updates: 5 feature updates and 5 news mentions.
Instantly redeploy agents from WFM live dashboard
Managers can shift agents within WFM directly from the Live Dashboard to resolve short-term call spikes.
Real-time coverage gap diagnosis
Live dashboard adds a coverage chart showing agents scheduled, skilled, and in adherence to speed up gap diagnosis.
Centralized plan & license management
Billing Summary page becomes Plan & Pricing with active plan, live cost estimates, and license breakdowns in one view.
Modernized credit card invoices and billing notifications
Invoices get a clear Billing Summary; rewritten notifications include action buttons. Reduces billing confusion and support time.
Dialpad Labs: self-enable beta features
Admins can now enable Early Access Program (EAP) and beta features directly in Company Settings without support intervention.
AI Your Contact Center Already Knows What to Automate
Discusses how AI can identify automation opportunities in contact centers based on existing data.
How Agentic AI Workflows Improve the Customer Experience
Explores how agentic AI workflows enhance customer experience by automating processes intelligently.
Why the Dialpad - Cal partnership means so much to me
CEO Craig Walker shares personal perspective on the Dialpad-Cal partnership and its significance.
Why AI automation starts with understanding your customers
Blog post discusses how understanding customer data is foundational for effective AI automation.
What's new at Dialpad: August 2026
Monthly overview of August 2026 product updates, highlighting new features and improvements.
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.
- +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
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
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: August 2026
How we score →Key Features
- Real-time transcription and AI recaps with action items
- Sentiment analysis for call and chat conversations
- AI Live Coach for real-time agent guidance
- AI Playbooks to automate workflows and sales plays
- AI Scorecards using freeform LLM evaluation
- AI Agents for autonomous task resolution (scheduling, refunds, orders)
- Post-call automation with summaries and action items
- Workforce management with shift constraints and live coverage
- Real-time voicemail reports
- Live call volume in Forecasts
- Repeated admin alerts
- Unified CTI call bar
- High-volume dialer for outbound sales campaigns
- Video conferencing, screen sharing, and team messaging
- IVR and auto attendant for call routing
About Dialpad
Dialpad is an AI-native customer communications platform that unifies voice calls, messaging, video meetings, and contact center operations for teams from SMBs to enterprises. Its core promise is embedding AI natively across every conversation, so you get real-time transcription, sentiment analysis, conversation intelligence, and post-call automation without bolting on third-party tools. The platform is built around three main products: Dialpad Connect for unified communications, Dialpad Support for AI-driven contact centers, and Dialpad Sell for outbound sales, all supported by the company's proprietary LLM, DialpadGPT. Recent additions push further into agentic AI. Dialpad AI Agents are autonomous voice and chat agents that can understand customer goals, make decisions, and execute actions like scheduling, routing, refunds, or order lookups, with seamless handoffs to human agents when needed. Complementing this are AI Live Coach for real-time agent guidance, AI Playbooks for automating workflows, AI Scorecards powered by freeform LLM evaluation, and AI Recaps that summarize calls with action items. The July 2026 release introduced real-time voicemail reports, live call volume display, repeated admin alerts, WFM calendar deletion, a unified CTI call bar, and an AthenaHealth integration, reflecting a rapid monthly release cadence. The platform integrates with major CRMs and productivity tools, including Salesforce, Zendesk, Microsoft Teams, Google Workspace, HubSpot, and Front. Its dual-cloud architecture supports 30k+ customers across 70+ countries with over 10 billion minutes of AI-processed calls. Dialpad is HIPAA compliant and SOC 2 certified, making it suitable for regulated industries like healthcare and finance. Voice, video, messaging, fax, Chrome extension, desktop apps for Mac and Windows, and mobile apps for iOS and Android round out the offering. Dialpad positions itself as an all-in-one choice for teams wanting AI woven into every interaction,
Behind the Verdict
Dialpad earns its keep when you want AI woven into every call and message without assembling a patchwork of point tools. The platform's monthly release cadence—like the July 2026 update adding real-time voicemail reports and live call volume—means you get steady improvements, so it's a fit for teams that value continuous innovation over stability at all costs. The AI Agent conversation-based pricing is a standout: you only pay when the agent actually retrieves info or executes an action, like scheduling or order lookup, which aligns cost with value. But that pricing model is a double-edged sword; it's opaque without a sales call, and smaller teams may find the lack of a self-serve tier frustrating. In practice, Dialpad shines for support and sales teams that want AI Live Coach nudging agents in real time and AI Scorecards replacing manual QA with LLM-based evaluation. The WFM live coverage chart, introduced August 2026, helps managers spot gaps instantly and redeploy staff, a feature that directly addresses a common pain point. However, if you're a small business with low call volume and basic phone needs, you'll pay for AI depth you may not use; simpler, cheaper tools like Aircall might suffice. Also, if you require on-premise deployment or air-gapped environments, Dialpad's cloud-only model is a non-starter. Compared to Talkdesk, Dialpad offers more native AI and agentic features, but Talkdesk may provide more granular control over model customization for enterprises with specific needs. We'd reach for Dialpad when you're ready to commit to an all-in-one AI stack for customer communications—just be prepared to talk to sales and negotiate.
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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.
Shrink handling time and improve CSAT with AI Live Coach and AI Scorecards
Outcome: Deploy AI Live Coach to guide agents in real-time and use AI Scorecards to evaluate every call automatically, reducing coaching overhead and improving consistency.
Increase outbound rep productivity with AI Playbooks and high-volume dialer
Outcome: Set up AI Playbooks to automate talk tracks and use the dialer to increase call volume, with conversation intelligence highlighting winning behaviors.
Improve workforce planning with WFM live coverage and time-off management
Outcome: Use the live coverage dashboard to spot gaps, redeploy agents instantly, and handle time-off requests inside WFM, reducing shrinkage and improving SLAs.
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
- Export compliance-ready call logs and analytics for audits
Models Under the Hood
as of 2026-08-21
Limitations
- Pricing is not publicly disclosed; potential users must contact sales.
- Some advanced AI features (e.g., AI Agents) may require higher-tier plans and consume credits per conversation, which can add up.
- The platform is cloud-only, with no on-premises option.
- API rate limits apply to integrations.
as of 2026-08-13
Verification history
We have re-verified Dialpad 5 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
Free to cite with attribution — this page re-verifies continuously.
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.
Plans compared
For each published Dialpad tier: who it actually fits, and what it adds vs. the previous tier. Cross-reference the cost calculator above for projected annual outlay.
AI Agent
Conversation-based (contact sales)
Support
Contact for pricing
Sell
Contact for pricing
Connect
Contact for pricing
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's sales-led pricing fits mid-market and enterprise teams ready to negotiate. Cheaper peers like Aircall and RingCentral offer transparent per-seat plans, but lack Dialpad's agentic AI depth. If you're SMB, you may overpay for AI you don't need.
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.
Samll teams can get Dialpad Connect running in under a day with desktop and mobile apps, but contact center features like IVR and WFM take 1-2 weeks to configure. AI Agents may take a few more weeks to tune for your business logic.
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 Five9: Dialpad offers a similar CCaaS suite, and with its dual-cloud architecture you can port numbers and configs with help from their professional services.
- →From RingCentral: You can migrate your phone system and numbers, and use Dialpad's AI features that RingCentral lacks.
- →From Genesys: For enterprises, Dialpad's professional services can handle complex IVR and WFM migration, though you may lose some legacy customization.
- ↗To Five9: If you need deeper on-prem or legacy telephony, Five9 is a robust CCaaS alternative.
- ↗To Aircall: For a simpler, per-seat pricing model with fewer AI extras, Aircall is a lighter option.
- ↗To RingCentral: If you prefer a more traditional UC platform with transparent pricing, RingCentral is a step back in AI but simpler.
Integrations
Resources & Guides
Tutorials & Learning
Official links
Tools that pair well with Dialpad
Common stack mates teams adopt alongside Dialpad, with the specific reason each pairing earns its keep.
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 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.
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.
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