Dialpad Support
Dialpad Support is a contact center platform for customer support teams, combining voice and digital channels with AI tools, coaching, analytics, quality man…
What Dialpad Support is
Dialpad Support is a contact center platform for customer support teams, combining voice and digital channels with AI tools, coaching, analytics, quality management, and performance insights. AI agents can manage routine requests, answer questions, schedule appointments, and complete tasks before passing work to a human agent with context. Configurable AI-powered IVR routes customers to a person or department, while supervisors can review real-time transcripts, sentiment, and AI recaps, or listen, whisper, and barge into calls. Live Coach Cards can surface talking points when configured keywords are spoken, and AI Scorecards can flag quality criteria and coaching opportunities. Reporting covers queue health, abandoned calls, callback effectiveness, service levels, and agent-to-caller metrics. Administrators manage agents, locations, numbers, queues, and users from an online dashboard. Native integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. It works on mobile, desktop, and web.
Good
- AI agents can handle routine requests and tasks.
- Includes real-time transcripts, listening, and call barging.
- Reports cover queue health and service-level metrics.
- Native integrations include Salesforce and Zendesk.
- Available on iOS, Android, PC, Mac, and web.
Watch out
- No free plan is offered.
- Recording retention is 45 days.
- Enterprise pricing requires contacting sales.
Who it suits
It suits customer support teams that need voice and digital channels, supervisory tools, and workforce management. It may also fit teams seeking configurable routing and integrations with the listed CRM and service platforms.
Verdict
Dialpad Support combines customer contact channels with AI assistance, supervisor controls, and reporting. Consider the $80/user/mo annual starting price and 45-day recording retention when assessing whether it fits your team.
Plans and prices
From Dialpad Support's own pricing page, checked 28 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Essentials | $8,095 a month | per user · annual or monthly |
| Advanced | — | per user · annual or monthly |
| Premium | — | per user · annual or monthly |
| Enterprise | Priced on request | Workforce Management available as an add-on · custom pricing and demos available |
The facts
Each one read from Dialpad Support's own pages, with the date it was checked.
What it does
- 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.checked 28 Sep 2026
- Analytics
- Contact-center reporting includes queue-health, call-abandonment, callback-effectiveness, service-level, and agent-to-caller metrics.checked 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.checked 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.checked 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.checked 28 Sep 2026
- Digital channel scope
- omnichannelchecked 23 Sep 2026
- Inbound calling
- Yeschecked 23 Sep 2026
- Integrations
- Native contact-center integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach.checked 28 Sep 2026
- IVR builder
- Yeschecked 23 Sep 2026
- Live coaching
- AI Live Coach Cards can appear when configured keywords are spoken and provide agents with talking points and details.checked 28 Sep 2026
- Outbound dialer
- Yeschecked 23 Sep 2026
- Paid from
- 80checked 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.checked 28 Sep 2026
- Quality assurance
- AI Scorecards automatically suggest when quality-assurance criteria are met and highlight coaching opportunities.checked 28 Sep 2026
- Recording retention
- 45checked 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.checked 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.checked 28 Sep 2026
- Supervisor tools
- Sentiment detection, real-time transcripts, listening, whispering, call barging, AI Recaps, and AI Scorecards support supervisor intervention and review.checked 28 Sep 2026
- Workforce management
- Dialpad WFM supports demand forecasting, scheduling, and schedule-adherence tracking alongside contact-center analytics.checked 28 Sep 2026
Where it runs
- Device support
- Dialpad works on iOS, Android, PC, Mac, and web browsers.checked 28 Sep 2026
The company
- Founded
- 2011checked 28 Sep 2026
- Headquarters
- San Ramon, California, USAchecked 28 Sep 2026
Money
- Free plan
- Nochecked 23 Sep 2026
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