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Dialpad Support
San Ramon, California, USA
What it is
Dialpad Support is a contact center platform for customer support teams, bringing together voice and digital channels with tools for coaching, analytics, quality management, and performance insights. AI Agents can take on routine voice and digital requests, answer questions, schedule appointments, complete tasks, and pass work to a human agent with context. An AI-powered IVR lets customers self-serve or route themselves to a person or department using configurable rules. Supervisors have sentiment detection, live transcripts, listening, whispering, call barging, AI Recaps, and AI Scorecards for intervention and review. Configured keywords can prompt Live Coach Cards with talking points, while Scorecards can suggest when quality criteria are met and surface coaching opportunities. Reporting covers queue health, abandoned calls, callbacks, service levels, and agent-to-caller metrics. Administrators manage agents, locations, numbers, queues, and users in an online dashboard. Native integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. Pricing starts at $80/user/mo (annual). There is no free plan, but a free trial is available.
For and against
For
- AI Agents can handle routine voice and digital requests.
- Configurable IVR supports self-service and call routing.
- Supervisors can review transcripts, sentiment, and AI Scorecards.
- Reporting includes queue, service-level, and callback metrics.
- Native integrations include Salesforce, HubSpot, and Zendesk.
Against
- No free plan is offered.
- Annual pricing starts at $80/user/mo.
- Call recordings are retained for 45 days.
The verdict
Dialpad Support combines customer contact channels with AI assistance, supervisor controls, and reporting. Buyers should weigh its paid pricing and 45-day recording retention against their team's needs.
Who it suits
It suits support teams that need voice and digital channels, supervisor tools, and configurable routing. Organizations can also consider it for managing teams across offices, regions, or brands.
Plans and prices
Essentials
per user
Read 28 Sep 2026 · dialpad.com
Advanced
per user
Read 28 Sep 2026 · dialpad.com
Premium
per user
Read 28 Sep 2026 · dialpad.com
Enterprise
Workforce Management available as an add-on
Read 28 Sep 2026 · dialpad.com
On the record
- AI agents
- Dialpad AI Agents can handle routine voice and digital requests, answer questions, schedule appointments, complete tasks, and hand off to human agents with context.dialpad.com · read 28 Sep 2026
- Analytics
- Contact-center reporting includes queue-health, call-abandonment, callback-effectiveness, service-level, and agent-to-caller metrics.dialpad.com · read 28 Sep 2026
- Call routing
- AI-powered IVR lets customers self-serve and route themselves to the right person or department using configurable routing rules.dialpad.com · read 28 Sep 2026
- Compliance
- Dialpad states that it is SOC 2 Type II compliant, offers HIPAA-ready products with a BAA, and supports GDPR requirements through retention policies, data-subject requests, and consent mechanisms.dialpad.com · read 28 Sep 2026
- Data storage
- Permanent customer data such as contact lists, call records, recordings, and transcripts is stored in the United States via Google Cloud Platform and backed up daily.dialpad.com · read 28 Sep 2026
- Device support
- Dialpad works on iOS, Android, PC, Mac, and web browsers.dialpad.com · read 28 Sep 2026
- Digital channel scope
- omnichanneldialpad.com · read 23 Sep 2026
- Inbound calling
- Yesdialpad.com · read 23 Sep 2026
- Integrations
- Native contact-center integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach.dialpad.com · read 28 Sep 2026
- IVR builder
- Yesdialpad.com · read 23 Sep 2026
- Live coaching
- AI Live Coach Cards can appear when configured keywords are spoken and provide agents with talking points and details.dialpad.com · read 28 Sep 2026
- Outbound dialer
- Yesdialpad.com · read 23 Sep 2026
- Product
- Dialpad Support is a contact center platform for customer support teams with real-time AI, voice and digital channels, coaching, analytics, quality management, and performance insights.dialpad.com · read 28 Sep 2026
- Quality assurance
- AI Scorecards automatically suggest when quality-assurance criteria are met and highlight coaching opportunities.dialpad.com · read 28 Sep 2026
- Recording retention
- 45dialpad.com · read 23 Sep 2026
- Scalability
- Administrators can add or remove agents, locations, phone numbers, call queues, and users from an online dashboard across offices, regions, or brands.dialpad.com · read 28 Sep 2026
- Security
- VoIP calls and in-transit web requests use TLS encryption, while application data at rest uses AES 256-bit encryption on Google Cloud Platform.dialpad.com · read 28 Sep 2026
- Paid from
- 80dialpad.com · read 23 Sep 2026
