Customer experience platform powered by proprietary AI for enterprise communications
Dialpad is a cloud-based customer experience and business communications platform for enterprise teams.
AI Panel Score
6 AI reviews
Reviewed
AI Editor ApprovedApproved and published by our AI Editor-in-Chief after full panel analysis.Dialpad operates as a unified communications hub where customer-facing teams manage inbound and outbound interactions across voice calls, live chat, SMS, and email from one interface. The AI layer runs in real time during interactions, surfacing relevant information to agents or resolving requests autonomously without escalation. Administrators configure workflows, monitor activity through audit logs, and manage team access from a centralized admin console.
A core differentiator Dialpad highlights is its agentic AI, which can handle complete customer service tasks end-to-end—appointment booking, order processing, refund handling—across thousands of simultaneous conversations. The platform is built on proprietary AI trained for business communications, which Dialpad claims produces higher accuracy than general-purpose models. Security features include advanced data protection, secure audit logs, and enterprise-grade access controls.
Dialpad targets mid-market and enterprise organizations running contact centers or customer support operations at scale. It competes with platforms such as RingCentral, Genesys, Five9, and Talkdesk. Pricing is not publicly listed on the homepage; a free trial is offered, and sales demos are available for enterprise inquiries.
Dialpad integrates natively with Salesforce, Zendesk, Microsoft Teams, Google Workspace, HubSpot, Zoho, Microsoft Dynamics, and Front, among others. The platform is accessible via web browser and has mobile applications for iOS and Android, supporting distributed and remote workforce deployments.
Delivers live, AI-guided cues and recommended responses to agents during active calls, reducing ramp time and eliminating knowledge gaps in the moment.
Uses proprietary NLP to transcribe voice calls and meetings word-for-word in real time, generating a searchable, running transcript during every conversation.
Automatically generates post-call summaries with highlighted action items and key moments after each conversation, reducing after-call work for agents.
Analyzes the sentiment of live voice calls between agents and customers in real time, surfacing positive and negative intent signals to contact center supervisors.
Provides AI-powered staffing forecasts, shift scheduling, and agent productivity reporting for contact center teams, gained via the acquisition of Surfboard Technology.
Deploys autonomous AI voice agents that engage callers, answer routine questions, qualify leads, and route calls by intent—transferring to a human agent with full context when needed.
Captures and stores voice conversations for quality assurance, compliance, and agent training, with recordings accessible through searchable conversation history.
Routes inbound callers to the best-suited agent or queue based on skills, availability, intent, and custom business rules, including a configurable IVR workflow builder.
Combines HD voice calling, video conferencing, SMS/MMS messaging, and team chat into a single cloud-based platform accessible across desktop and mobile devices.
Integrates natively with Salesforce, HubSpot, Google Workspace, Microsoft Teams, Slack, Dynamics 365, and other CRM and productivity platforms to sync call data and streamline workflows.
Dialpad's iOS and Android apps support Microsoft Intune app-based Conditional Access, ensuring only authorized apps on employee-owned devices can access corporate resources.
Enables managers to build custom sales or support playbooks that automate coaching steps, with a centralized Coaching Hub displaying all reps' performance metrics in one view.
Entry-level unified communications plan for individuals, freelancers, and small teams needing basic calling, messaging, and video. Price shown is per user/month billed annually ($27/user/month billed monthly).
Enhanced unified communications for small and growing teams with multiple offices, international needs, and CRM integrations. Price shown is per user/month billed annually ($35/user/month billed monthly). Minimum 3 seats.
Custom pricing for large enterprises requiring unlimited office locations, advanced features, and dedicated support. Requires contacting Dialpad sales for a quote. Minimum 100 seats.
Entry-level AI contact center plan for customer support teams. Price shown is per user/month billed annually (monthly billing is 30–80% more). Includes omnichannel inbound/outbound voice and digital channels.
Mid-tier AI contact center plan for growing support operations needing more automation and analytics. Price shown is per user/month billed annually.
Top-tier AI contact center plan for large enterprise support teams needing the full suite of AI features including CSAT and scorecards. Price shown is per user/month billed annually ($170/user/month billed monthly).
Entry-level AI sales plan for sales teams needing core calling and meeting tools. Price shown is per user/month billed annually ($49/user/month billed monthly).
Mid-tier AI sales plan for teams needing Salesforce integration and deeper sales intelligence. Price shown is per user/month billed annually ($110/user/month billed monthly).
Top-tier AI sales plan for enterprise sales organizations needing the full AI feature set and premium support. Price shown is per user/month billed annually ($170/user/month billed monthly).
Conversation-based pricing for Dialpad's Agentic AI Platform (launched October 2025). Pricing is not publicly listed and requires contacting Dialpad sales. Designed for enterprises automating customer service end-to-end with AI agents that handle complex, multi-step tasks.
Dialpad's agentic AI is real, the pricing ladder is honest, and the category is moving fast.
“Established cloud comms player with a credible AI layer and a full pricing stack from $15 to $150/seat. The autonomous AI Voice Agents are the differentiated bet — if they deliver, this is a durable platform.”
Dialpad isn't a startup swinging at enterprise. They've got UCaaS, contact center, and sales dialer under one roof, with a pricing ladder that runs from $15/seat for basic comms to $150/seat for full AI contact center. The Surfboard acquisition gave them workforce management, which most competitors like Genesys charge separately for. That's real breadth.
The AI Live Coach Cards and autonomous AI Voice Agents — handling refunds and order management without a human transfer — are the actual story here. That's not a chatbot wrapper. That's workflow replacement, and it's where the strategic value sits for enterprise CX teams.
The tradeoff: contact center pricing starts at $80/seat billed annually, and AI Agents pricing isn't public. Budget conversations will get complicated fast. Don't send your procurement team in blind.
Autonomous AI Voice Agents plus native workforce management in one platform is a combination Talkdesk and RingCentral don't match cleanly at this price point.
Competes credibly against RingCentral and Five9 — the board won't raise an eyebrow, and the AI positioning reads current, not gimmicky.
AI Real-Time Transcription and post-call summaries reduce after-call work immediately; full agentic AI deployment will take longer to configure and validate.
AI Voice Agents handling end-to-end tasks like refund processing advance CX strategy; this isn't just cost reduction on existing workflows.
Established platform with named enterprise integrations, a completed acquisition (Surfboard), and a full multi-product pricing structure — this isn't a Series A experiment.
Mid-market or enterprise CX teams ready to move beyond assisted AI into autonomous customer service resolution.
You're a small team under 20 seats who just needs a reliable phone system with basic routing.
Dialpad's agentic AI layer gives ops leaders a real automation lever, not just a dashboard.
“Unified comms plus a purpose-built AI contact center at $80–$150/seat is a credible enterprise stack. The agentic AI—autonomous refunds, scheduling, order management—is operationally meaningful, not cosmetic.”
Twelve distinct pricing tiers signals a platform that's been architecturally extended, not cleanly designed from scratch. That's a vendor management complexity you'll feel at renewal. But the core build is solid: omnichannel across 20+ channels, workforce management via the Surfboard acquisition, real-time sentiment analysis, and AI Live Coach Cards that cut agent ramp time without requiring manager intervention.
The agentic AI layer is the strategic bet worth scrutinizing. Conversation-based billing with no public pricing means your cost model is opaque until you're already integrated. If volume scales faster than forecasted, that's a budget conversation nobody wants in Q3. Competitors like Genesys and Five9 have deeper enterprise deployment histories, but Dialpad's proprietary NLP training for business comms is a defensible differentiator—not just a rebadged general model.
If we adopt this at 100+ seats, in three years we have a deeply embedded AI workflow that's either a compounding advantage or a migration nightmare. The Microsoft Intune integration and native CRM connectors with Salesforce and Dynamics 365 reduce that lock-in risk somewhat. The ceiling here is genuinely high for mid-market contact centers.
Sits credibly between RingCentral's UCaaS legacy and Genesys's enterprise contact center depth, with a more modern AI narrative than either.
Workforce management, coaching hub, AI scorecards, and omnichannel routing map directly to how contact center ops teams are actually structured and measured.
Native connectors to Salesforce, Dynamics 365, Zendesk, Google Workspace, and Microsoft Teams cover the standard enterprise stack without custom middleware.
Conversation-based billing on AI Agents with no public pricing creates a cost-scaling exposure that needs contract protection before you're embedded.
AI Voice Agents handling end-to-end tasks like refund processing and appointment booking represent real workflow automation depth, not surface-level feature parity.
Mid-market to enterprise contact center ops running 100+ seats who want to replace human-handled routine tasks with AI agents inside a single platform.
You need fully transparent, predictable per-seat pricing before signing a multi-year contract.
$15 entry is honest; $80-$150 contact center seats are where the real invoice lives.
“Dialpad publishes most tier pricing — rare at this category level. But contact center seats at $80-$150/month and opaque AI Agents billing add real TCO risk at scale.”
Nine tiers, most with published per-seat prices. That's unusual against RingCentral and Genesys, which hide nearly everything behind a sales call. Connect Pro at $25/seat is straightforward. The contact center stack is where math gets uncomfortable: Support Essentials at $80/seat × 50 agents × 12 = $48K/year. Premium tier hits $150/seat — $90K/year before annual escalators or seat creep.
AI Agents pricing is conversation-based with no published rate. That's the unpredictable line item. Enterprises automating refunds and order management at volume can't model this without a quote. Monthly billing runs 30-80% above annual rates per their own pricing page — that spread is wider than category norm.
SSO is included at Connect Pro ($25/seat), not paywalled to Enterprise. That's a real concession — most competitors charge for it. Tradeoff: Connect Enterprise requires 100-seat minimum and custom pricing, so mid-market teams between 25-99 seats may overpay on Pro or get pushed into an enterprise conversation they don't need.
Monthly-to-annual spread of 30-80% is unusually wide; conversation-based AI billing adds a second unpredictable cost model in the same contract.
No public auto-renewal terms, cancellation policy, or termination-for-convenience language found in evidence.
Most tiers published with annual and monthly rates; AI Agents and Connect Enterprise require a sales call.
AI Live Coach Cards and Real-Time Sentiment Analysis are measurable via AHT and CSAT, but AI Agents ROI depends on opaque per-conversation cost.
Support Premium at $150/seat × 50 × 12 = $90K/year, plus unpublished AI Agents conversation fees make 3-year TCO hard to model.
Mid-market contact centers with 50+ agents who can commit to annual terms and need omnichannel AI without building a custom stack.
Your team can't model conversation volume for AI Agents billing or needs contract flexibility with termination-for-convenience clauses.
Dialpad's AI layer is real, but the $80/seat floor will make SMBs flinch
“Dialpad packs genuine agentic AI into a unified comms platform that covers voice, chat, SMS, and email without tool-switching. The depth is there for enterprise contact centers; the pricing steps are steep if you're not one.”
AI Live Coach Cards surfacing real-time cues during live calls, autonomous refund processing, post-call summaries that kill after-call wrap work — this isn't demo-ware. The changelog shows the Agentic AI Platform launched October 2025, which means these features are early. Early agentic AI means configuration debt. Someone owns the workflow builder, and on day three, that someone is probably fighting IVR logic trees.
Workflow integration is strong on paper. Native connectors for Salesforce, Zendesk, Google Workspace, and Microsoft Teams cover most enterprise stacks. The Coaching Hub centralizing rep scorecards alongside call transcripts is the kind of thing that replaces a weekly spreadsheet. Real-time sentiment surfaced to supervisors during live calls is something RingCentral doesn't ship natively.
The tradeoff is the pricing architecture. Connect Standard is $15/seat, but any serious contact center use starts at Support Essentials at $80/seat annually — jump to $150 for AI CSAT and Scorecards. That's a real cost cliff. Documentation exists; whether it's practitioner-written or marketing-written is the open question without a changelog to audit.
Agentic AI launched October 2025 means configuration complexity is real and early; IVR workflow builders are daily fights on any platform.
Docs and API confirmed present, but no public changelog makes it hard to assess how actively practitioners are informing the docs.
Unified voice/chat/SMS/email in one interface reduces tool-switching friction, but the pricing tier jumps create administrative decisions that recur at renewal.
AI Scorecards, workforce management via Surfboard acquisition, real-time sentiment, and custom playbooks give power users genuine depth beyond basic calling.
Native Salesforce, Zendesk, Teams, and Google Workspace integrations cover enterprise stacks; Coaching Hub consolidates manager workflows meaningfully.
Mid-market and enterprise contact centers that need agentic AI automation across voice and digital channels without stitching together five vendors.
You're a small support team under 15 seats where the $80/seat floor makes the unit economics painful before you've configured anything.
Serious contact center platform that earns its $80/seat price tag
“Dialpad has built a genuinely deep AI comms stack — real-time transcription, live coach cards, autonomous voice agents — not just marketing slides. The price jump from basic UCaaS to contact center is steep, and the AI Agents tier is fully opaque on cost.”
Twelve pricing tiers across Connect, Support, and Sell lines sounds like a headache, and honestly it is at first. But once you understand the logic — $15/seat for basic calling, $80/seat for the real contact center stuff — it makes sense. AI Live Coach Cards surfacing answers mid-call, real-time sentiment analysis feeding supervisors a live read, post-call summaries cutting after-call work — that's not a feature list, that's a working day getting quieter. RingCentral and Genesys have similar ambitions but Dialpad's proprietary NLP angle feels like something they've actually committed to, not licensed and rebranded.
The mobile apps cover iOS and Android with Microsoft Intune support, which tells you enterprise IT signed off somewhere in the design process. That's not nothing. Web plus mobile done right means a distributed team can actually function, not just survive.
The tradeoff is real though: AI Agents pricing is conversation-based and totally unlisted, so budgeting for autonomous refund processing or appointment booking is a sales call, not a spreadsheet. For teams that need that tier, that's friction before you even start.
AI Recaps and Live Coach Cards suggest someone thought about the repetitive daily grind, but no changelog available to track ongoing refinements.
Coaching Hub centralizes rep metrics and playbooks help managers scale knowledge, but the platform's breadth means month one has a real ramp.
iOS and Android apps with Microsoft Intune Conditional Access support indicate genuine mobile investment, not a read-only companion.
Free trial exists, but 12 pricing tiers and a contact-sales AI Agents tier means orientation takes longer than it should.
Enterprise-grade audit logs, SSO, and Intune mobile security suggest a platform built for uptime accountability, not just feature demos.
Mid-market and enterprise support or sales teams that need AI-assisted contact center tooling without stitching together five separate vendors.
You're a small team under 10 people who just need a business phone number and basic calling.
Solid UCaaS player with real AI features — but the graveyard is crowded here
“Dialpad has genuine AI differentiation with named features like Live Coach Cards and autonomous AI Voice Agents. The pricing is surprisingly transparent for a contact-center vendor — $80/seat for Support Essentials is a real number, not a placeholder.”
Three tells worth noting. One: no changelog visible in scraped evidence — hard to verify ship cadence. Two: 'proprietary AI trained for business communications outperforms general-purpose models' is exactly the claim every communications vendor made circa 2022. Three: AI Agents pricing is 'contact sales,' while everything else is published — classic land-and-expand move.
That said, the evidence is stronger than average. Surfboard acquisition shows real workforce management investment, not just rebranded features. The $15 Connect Standard to $150 Support Premium pricing ladder is coherent and covers SMB through enterprise. CRM integrations — Salesforce, HubSpot, Dynamics 365 — are named, not vague.
The real tradeoff: Genesys and Five9 own the large-enterprise contact center relationship deeply. Dialpad wins on price and modern UX. If you're mid-market, that's the bet worth making. If you're 500+ seats, RingCentral's support moat is a real consideration.
AI Live Coach Cards and autonomous AI Voice Agents are real differentiators vs. RingCentral's slower AI rollout, though Genesys Cloud has comparable agentic features at enterprise scale.
API access is available but gated to Connect Enterprise (100-seat minimum), and conversation-based AI Agent billing creates lock-in risk if you scale into that tier.
No public funding round listed in evidence, but named enterprise integrations, mobile security via Microsoft Intune, and a dedicated account manager tier suggest an organization beyond seed stage.
'Proprietary AI beats general models' is an aging claim with no third-party benchmarks visible in public evidence.
Surfboard acquisition and tiered pricing ladder suggest an executing team, not a slideware vendor — pattern more like Talkdesk's early growth than Vonage's decline.
Mid-market teams (50–300 seats) wanting unified comms plus AI contact center without Genesys-level pricing.
You're an enterprise running 500+ agent seats where Five9 or Genesys already has deep workflow integrations baked in.
Common questions answered by our AI research team
Yes, Dialpad's AI Agent can process refunds autonomously without requiring a human transfer, eliminating wait times and customer frustration.
Dialpad integrates with Salesforce, Zendesk, Microsoft Teams, Google Workspace, Zoho, Front, HubSpot, Microsoft Dynamics, and Now.
Yes, Dialpad centralizes voice, chat, SMS, and email interactions on a single platform, managing thousands of customers simultaneously across all channels.
Dialpad provides enterprise-grade data protection, secure audit logs, and robust security controls, centralizing teams and workflows on one platform.
Yes, Dialpad offers a free trial available directly from their homepage.
