Dialpad

First in AI. Best in Agentic.

Dialers & VOIP
★★★★☆ 4.4
2011 Founded
1001-5000 Employees
30,000+ Customers
San Ramon, CA, USA Headquarters
Visit Website

Quick Facts

✓ Free Trial
Website
dialpad.com →
Starting Price
15
Pricing Model
per-user
Free Trial
14 days
Company Type
private
Social
LinkedIn Twitter/X

About Dialpad

Dialpad is a privately held, AI-native communications and customer experience platform that unifies business calling, messaging, video meetings, contact center, and sales engagement in a single cloud solution. Built on Google Cloud and powered by its proprietary large language model DialpadGPT, the platform focuses on turning every conversation into structured, searchable customer intelligence through real-time transcription, AI summaries, and analytics.

Founded in 2011 by Craig Walker (formerly of Google Voice and Yahoo! Voice), Dialpad started life as Firespotter Labs and first gained traction with UberConference, its browser-based conferencing product. Over time, the company rebranded to Dialpad, expanded into full UCaaS (cloud phone system, messaging, meetings) and CCaaS (contact center) and consolidated these capabilities into one tightly integrated "TrueCaaS" stack. In 2022, UberConference was fully rebranded as Dialpad Meetings, and in 2024 Dialpad expanded into workforce management by acquiring Surfboard, strengthening its position as an end‑to‑end CX platform.

Today, Dialpad serves tens of thousands of organizations worldwide with products including Dialpad Connect (business communications), Dialpad Support (AI contact center), Dialpad Sell (sales engagement and dialer), Dialpad WFM (workforce management), and its Agentic AI platform for autonomous voice and chat agents. Customers use Dialpad to power inbound and outbound contact centers, sales development teams, distributed support operations, and company-wide phone systems while leveraging AI for call coaching, QA, sentiment, and customer insights.

Backed by investors such as Andreessen Horowitz, GV (Google Ventures), ICONIQ Capital, OMERS Growth Equity, Salesforce Ventures, SoftBank and T-Mobile Ventures, Dialpad has raised hundreds of millions in funding and reached a multi‑billion‑dollar valuation. It has been recognized on lists such as the Forbes Cloud 100 and Inc. Best in Business and appears as a Visionary or Honorable Mention in Gartner Magic Quadrant reports for UCaaS and CCaaS. With offices across North America, EMEA and APAC, Dialpad targets SMB, mid‑market and enterprise buyers looking for an AI-first alternative to legacy telephony and contact center platforms.

Key Features

Cloud business phone system with unlimited calling in the US and Canada, SMS/MMS, voicemail, and call transfer across devices.

AI-powered real-time transcription and post-call summaries that capture key points, action items, and sentiment from every conversation.

Dialpad AI (including DialpadGPT) for live agent assist, objection handling, real-time coaching prompts, and automated call scoring.

Multi-level auto attendant and interactive voice response (IVR) to intelligently route inbound calls based on schedules, caller input, and skills.

Contact center capabilities for inbound and outbound queues, omnichannel interactions (voice, SMS, chat, email), and callback workflows.

Sales dialer capabilities including power dialer, local presence dialing, call dispositioning, and cadence-driven outbound campaigns.

AI CSAT, QA scorecards, and conversation intelligence to measure customer satisfaction and agent performance without requiring surveys.

Advanced analytics and dashboards with heat maps, queue metrics, agent status, handle times, abandonment, and real-time monitoring.

Native workforce management (Dialpad WFM) for forecasting, scheduling, adherence tracking, and performance reporting.

Tight CRM and helpdesk integrations (Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Zoho, ServiceNow, etc.) with automatic call and SMS logging.

Flexible device support with apps for desktop, web, mobile, and a Chrome extension, plus support for SIP desk phones.

Security and compliance features including SSO, role-based access control, audit logs, encryption, and support for HIPAA with BAA.

AI-powered voicemail transcription and visual voicemail for faster triage of missed calls.

Call recording with configurable policies, secure storage, and easy access from CRM and analytics tools.

Agentic AI voice and chat agents that can autonomously handle workflows like appointment scheduling, order lookups, and ticket updates.

Pros & Cons

👍 Pros

  • Strong AI capabilities for real-time transcription, call summaries, sentiment analysis, and coaching are frequently praised as differentiators.
  • Users like the simple, modern interface and the ability to make and receive calls, texts, and meetings from desktop, web, and mobile with easy device switching.
  • CRM and helpdesk integrations (e.g., Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Zoho) save time by auto-logging calls, texts, notes, and recordings.
  • Built-in analytics and dashboards give supervisors clear visibility into call volumes, agent performance, and customer experience without extra tools.
  • Cloud-native architecture and quick deployment make it convenient for distributed or remote teams, with many reviewers noting easier onboarding than legacy PBX systems.

👎 Cons

  • Multiple reviews cite frustrations with customer service and billing issues, including slow resolution and difficulty resolving contract or auto-renewal disputes.
  • Some users experience reliability problems with the mobile and desktop apps such as freezes, delayed notifications, missed rings, or dropped calls.
  • Advanced AI features (like AI CSAT and advanced scorecards), full IVR capabilities, and 24/7 phone support are only available on higher-priced contact center or sales tiers, pushing some customers to upgrade.

User Reviews

G2
4.4
★★★★☆
Capterra
4.2
★★★★☆
TrustRadius
9.1
★★★★★

Integrations

Salesforce HubSpot Zendesk ServiceNow Microsoft Teams Google Workspace Microsoft 365 Zoho CRM Front Kustomer Slack Microsoft Dynamics 365 Okta Zapier Pipedrive Intercom Twilio Aircall Dixa Talkdesk

Best For

Company Size

smb mid-market enterprise

Industries

Technology & SaaS Professional Services Financial Services Healthcare Retail & E-commerce Education

Use Cases

Outbound sales dialing and sales prospecting Inbound customer support and service desks Cloud phone system replacement for office and remote workers Omnichannel contact centers (voice, SMS, chat, email) AI-powered coaching, QA, and conversation intelligence Workforce management and scheduling for service teams

FAQ

What is Dialpad?

+

Dialpad is an AI-powered cloud communications and customer experience platform that unifies business phone, messaging, video meetings, contact center, sales dialer, workforce management and agentic AI in one application. It uses its proprietary AI (DialpadGPT) to transcribe calls in real time, generate summaries, provide coaching and analytics, and help organizations improve both customer experience and sales performance.

How much does Dialpad cost?

+

Dialpad Connect, the core business communications product, starts at around $15 per user per month when billed annually for the Standard plan and $25 per user per month for the Pro plan, with monthly options at a higher rate. Enterprise plans are priced by quote. AI Contact Center plans start around $80 per user per month and AI Sales Center plans around $60 per user per month on annual contracts. Dialpad also offers a free 14-day trial and a free tier for Dialpad Meetings.

What are the main features of Dialpad?

+

Key features of Dialpad include an AI-powered cloud phone system with unlimited calling, SMS/MMS and team messaging; real-time transcription and AI call summaries; multi-level auto attendant and IVR; inbound and outbound contact center capabilities; sales dialer tools like power dialer and local presence; AI CSAT and QA scorecards; advanced analytics and dashboards; workforce management; and a large ecosystem of integrations with apps such as Salesforce, HubSpot, Zendesk, Microsoft 365, Google Workspace, Zoho CRM, ServiceNow, Slack and more.

Who are Dialpad's main competitors?

+

Dialpad's primary competitors in the UCaaS and CCaaS market include RingCentral, Zoom Phone, Nextiva, 8x8, and, for pure sales engagement or call center use cases, vendors like Aircall and Five9. Buyers typically compare Dialpad's AI capabilities, pricing, telephony coverage, and integration depth against these alternatives when selecting a cloud phone or contact center solution.

Is Dialpad good for small businesses?

+

Yes. Dialpad's Standard and Pro plans are designed to be accessible to small businesses, with low per-user pricing, simple cloud deployment, and minimal hardware requirements. Small teams can get a full business phone system with messaging and basic video meetings quickly, then add contact center or sales dialer capabilities as they grow. However, very price-sensitive microbusinesses that only need basic calling without AI, analytics, or integrations may find cheaper bare-bones VoIP providers more appropriate.

Book a Call

Ready to Scale Your Pipeline?

Schedule a free strategy call with our sales development experts.

SCHEDULE A MEETING TODAY!
1
2
3
4

Enter Your Details

Select Your Meeting Date

MONTUEWEDTHUFRI

Pick a Day

MONTUEWEDTHUFRI

Pick a Time

Select a date

Confirm

SalesHive API 0 total meetings booked
SCHEDULE A MEETING TODAY!
1
2
3
4

Enter Your Details

Select Your Meeting Date

MONTUEWEDTHUFRI

Pick a Day

MONTUEWEDTHUFRI

Pick a Time

Select a date

Confirm

New Meeting Booked!