Dialpad
AI-powered business communications platform with real-time call transcription, live coaching, and sentiment analysis.
What it does
Dialpad is an AI-powered business communications platform providing cloud phone, video meetings, contact center, and messaging - with AI woven throughout every conversation. Its AI capabilities include real-time call transcription that captures every word as it is spoken, live AI coaching that surfaces relevant talking points, competitor information, and objection responses during calls, real-time sentiment analysis that monitors customer and agent emotional tone, automated post-call summaries and action item extraction, and Dialpad AI Scorecards that evaluate calls against customizable quality criteria without manual review. Dialpad's AI Recaps eliminate the note-taking burden from every call, and its coaching nudges help reps perform better in the moment.
Why AI-ENHANCED
Dialpad is an established cloud communications platform that has meaningfully integrated real-time AI transcription, live in-call coaching, sentiment analysis, and automated call summarization into a mature UCaaS and CCaaS product.
Best for
Small sales and support teams use Dialpad for AI-powered calling - real-time transcription capturing every call without manual notes and AI summaries replacing post-call admin time.
Mid-market sales and customer service teams use Dialpad for AI-enhanced communications - live coaching improving rep performance in-call and automated quality scoring replacing random manual QA sampling.
Large enterprises use Dialpad for enterprise communications with AI throughout - sentiment analysis monitoring customer experience across all interactions, AI scorecards scaling QA, and coaching nudges improving frontline performance at scale.
Limitations
Dialpad's contact center product is strong but less mature than purpose-built CCaaS platforms like Genesys Cloud or NICE CXone for complex enterprise contact center operations with advanced routing and workforce management needs.
Dialpad's in-call AI coaching runs only on calls made through Dialpad — organizations using other phone systems or mixing Dialpad with other calling tools see inconsistent AI coverage.
Dialpad's telephony coverage is strongest in North America — global enterprises with significant calling requirements in less common markets should verify country coverage before committing.
Alternatives by segment
| If you need… | Consider instead |
|---|---|
| Enterprise CCaaS platform | Genesys Cloud |
| Sales conversation intelligence | Gong |
| UCaaS platform | Microsoft Teams |
Standard at $15/user/month. Pro at $25/user/month. Enterprise pricing negotiated. Contact Center pricing separate. Annual billing saves approximately 25%. 14-day free trial.
