Dialpad is an AI-powered cloud communications platform that combines business phone, contact center, sales dialer, messaging, meetings, and agentic AI in a single application.
Independently researched by the SalesHive team. Ratings are from public review platforms; this page is not sponsored by or affiliated with Dialpad. Research last updated December 2025.
What is 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.
Dialpad key features
Teams typically use it for outbound sales dialing and sales prospecting, inbound customer support and service desks, cloud phone system replacement for office and remote workers, and more.
- 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.
What reviewers love, and what to watch
A balanced view of Dialpad, drawn from public reviews and product research.
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.
Dialpad pricing
Published pricing at the time of research. Always confirm current rates with the vendor.
- Unlimited calling in the US and Canada
- SMS/MMS and team messaging
- AI-powered call and voicemail transcription
- Unlimited video meetings for small groups
- Multilevel auto attendant and basic call routing
- Web and chat support (24/5)
- Apps for desktop, web, mobile, and Chrome
- All Standard features
- Advanced integrations (Salesforce, HubSpot, Zendesk, etc.)
- 24/7 chat and phone support
- Multi-office management and more ring groups/departments
- International SMS, additional numbers, and more routing options
- All Pro features
- SSO and advanced admin controls
- Unlimited office locations and advanced compliance options
- Access to 100% uptime SLA for eligible enterprise deployments
- Inbound voice queues with ACD and IVR
- Call recording and basic AI features
- Monitor, whisper, barge for call coaching
- Core contact center reporting and dashboards
Setup: None for standard cloud deployments; custom enterprise projects may involve professional services Free Dialpad Meetings plan with up to 10 participants and time limits; core business phone and contact center products are paid but offer a 14-day free trial.
Who Dialpad is for
A strong fit for
Growing SMB, mid-market, or enterprise organizations that want to consolidate phone, contact center, and sales dialer capabilities on an AI-native cloud platform, and that value real-time transcription, analytics, and coaching to improve customer and revenue outcomes.
Probably not for
Organizations that require an on-premises PBX, extremely customized telephony hardware integrations, or very low-cost bare-bones VoIP without advanced AI, analytics, or integrations may find Dialpad more than they need or outside their budget.
How Dialpad compares
Within the cloud communications and contact center market, Dialpad competes directly with UCaaS and CCaaS providers like RingCentral, Zoom, Nextiva, and 8x8. Compared with these vendors, Dialpad differentiates itself by being AI-native: transcription, summaries, QA scorecards, sentiment analysis, and AI coaching are built into the core platform rather than added via third-party tools. Its Agentic AI platform and proprietary LLM further extend this advantage by enabling autonomous voice and chat agents that can complete multi-step workflows.
Where competitors may have broader telco footprints, more mature legacy PBX replacement features, or deeper native collaboration suites, Dialpad tends to offer a cleaner, more modern user experience and stronger AI capabilities at the core. For organizations prioritizing AI-driven productivity, integrated sales and support workflows, and rapid cloud deployment, Dialpad often compares favorably. However, customers that need the most advanced global telephony options, extremely mature enterprise support processes, or that want to minimize reliance on premium AI tiers may still prefer alternatives like RingCentral or 8x8.
Tool research is the easy part. Someone still has to build the lists, write the copy, make the calls, and book the meetings.
Frequently asked about Dialpad
The short version is on the surface. Open any question to go deeper.