Dialpad
Agentic AI-powered contact center and business communications in one platform
By Dialpad, Inc. · 4.3/5 Value-Position score (estimate)
Positioning guardrails
Best for
- Mid-market and enterprise support organizations replacing legacy contact center software
- Sales teams that want in-call AI coaching, playbooks, and automatic CRM logging
- IT leaders consolidating telephony, SMS, meetings, and contact center with one vendor
- Teams that want AI agents to resolve routine voice and chat inquiries with clean human handoff
Ideal size: 20–5,000+ people · Scale-up or enterprise with a dedicated IT or compliance admin
Not for
- Buyers who need published list pricing before engaging a sales team
- Very small businesses shopping for the cheapest per-seat phone system
- Organizations that must self-host or keep data outside the vendor's US cloud
- Teams that require FedRAMP or FERPA-specific certifications
Value metrics scorecard
Time-to-Value
1–2 weeks for core telephony
~7 days to first production value
Total Cost of Ownership
On request
Quote-based per-user plans (Connect, Support, Sell); no public list price. AI Agent is sold separately on conversation-based prepaid credits.
Implementation Friction
2/5
Engineering + admin effort required
Value-Position score
out of 5 · model estimate
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
Not published; seat counts and minimums are set in a sales quote
Add-on costs
- AI Agent Credits, prepaid in a pool and consumed only when the AI completes an action
- Dialpad Credits for international, toll-free, and messaging usage overages
- Custom Professional Services integrations may carry setup or subscription fees
Company & support
Who is behind Dialpad, and how your team gets help once it is live.
Company
- Founded
- Not recorded
- Headquarters
- Not recorded
How you get support
- PhoneNot listed
- EmailNot listed
- Live chatNot listed
- Support portal / ticketsNot listed
- Community forumNot listed
- Help centre / docsAll plans
- Dedicated account managerNot listed
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- Not stated
Vendor pages point customers to a central knowledge base and help center for answers, guides, and troubleshooting. Release notes reference reaching out to a Dialpad representative and to support teams, but no support phone line, email SLA, or 24/7 commitment is published.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where Dialpad sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line. A dashed ring marks an outlier pinned to the edge; hover for its value.
Companies on the chart 6 / 10
- Dialpad
- Softr
- Time Doctor
- Guru
- TeamViewer
- Docsumo
Add or change companies
Up to 10 companies including Dialpad. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
Ships an official MCP server. Connects to Claude Code, Claude Desktop, ChatGPT connectors and Cursor out of the box.
AI & MCP readiness
What Dialpad ships in AI, and what it asks of your ecosystem.
AI features shipped
Autonomous AI agents handle voice and digital conversations and escalate to humans. Real-time transcription, AI Recaps, AI CSAT, live coaching, scorecards, and LLM-based grading are documented. Trust page adds AI-driven PII redaction on transcripts plus recording, retention, and audit controls. DialpadGPT is described as the vendor's proprietary LLM.
Your data & models
- Trains on your data
- Not recorded — ask the vendor
- Runs on
- Its own models
- AI pricing
- Billed by usage or credits
In your ecosystem
- AI connection
- Official MCP server
- Model key
- Not recorded
- AI usage audit
- Not recorded
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
Dialpad is an AI-native communications and contact center platform. It unifies voice, messaging, meetings, and agentic AI agents that resolve inquiries on voice, chat, SMS, and email, plus real-time transcription, recaps, CSAT scoring, and workforce management. Pricing is quote-based per user; AI Agent runs on prepaid conversation credits charged only when work is completed. Compliance covers SOC 2 Type II, ISO 27001, HIPAA readiness, and GDPR. A native MCP server, 100+ integrations, and a 14-day free trial round it out.
Frequently asked questions
How is Dialpad priced, and what does the AI actually cost?
Connect, Support, and Sell are quote-based per-user plans, and Dialpad does not publish list rates. AI Agent is sold separately as a pool of prepaid AI Agent Credits on conversation-based pricing: credits are consumed only when the AI retrieves information or executes an action such as scheduling, routing, or an order lookup, so no work means no charge. A 14-day free trial is offered for the core platform.
Can our own AI agents use Dialpad data and actions?
Yes. Dialpad ships a native MCP server exposing 100+ pre-built actions across calls, messages, meetings, transcripts, and settings to MCP-compatible assistants and agent frameworks. It also lets customers connect their own custom MCP servers, so one agent can orchestrate Dialpad alongside systems such as Salesforce or Zendesk without rebuilding existing internal tools.
Which security and compliance certifications does Dialpad hold?
Dialpad states SOC 2 Type II certification, ISO 27001:2022 (plus ISO 27017 and 27018), HIPAA-ready products with a one-click BAA, GDPR-supporting features and a DPA option, and CSA STAR membership. Data is encrypted with TLS in transit and AES-256 at rest, with SAML and SCIM single sign-on, role-based access control, and audit logging.
How quickly can we be in production?
Dialpad positions deployment as fast, and customers cite setting up a new call center in about 10 minutes, with case studies describing live deployment in a day. Releases roll out in phased windows, so AI Agent and workforce management features arrive in stages. Plan a short pilot for telephony and a longer cycle for contact center AI, CRM integrations, and WFM configuration.
Does Dialpad train AI models on our conversations?
No vendor page we reviewed states whether customer conversations are used to train or improve models. Dialpad says the platform never shares your data, offers PII redaction on transcripts, lets admins set custom retention policies, and publishes an AI compliance guide. Buyers should confirm training and retention terms in the contract and DPA before signing.
Which systems does Dialpad integrate with?
Dialpad lists Salesforce, HubSpot, Zendesk, Microsoft Teams and Dynamics, Google Workspace, Zoho, and Front, plus newer connectors such as Greenhouse, Bullhorn, and AthenaHealth. These cover caller context on answer, AI insight sync into CRM records, and click-to-call. Developers can also build custom workflows against Dialpad's open APIs and marketplace.