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Dialpad

Available through IT Raven

  • Unified Communications
  • Contact Center and CX

Dialpad is a cloud communications company that sells a business phone system, a contact center and sales tools built around its own AI. Its documents place the company in San Francisco.

The AI is the point of the product. Dialpad says its real-time features, such as transcription, coaching prompts and call summaries, run on a language model it built itself rather than on a third party's. Underneath, it keeps the call logic in Google Cloud and runs its own telephony data centers in 11 cities around the world, a design it calls split-cloud. It says that design lets it add users, numbers and devices in more than 50 countries from a web portal and ship features weekly without downtime.

Best for

  • Companies that want one app for calling, video meetings and messaging on a Mac, PC, phone, browser or desk phone, and the ability to move a live call between them.
  • Support teams that want coaching prompts during live calls and a satisfaction score inferred from every call instead of a survey.
  • Sales teams that want live objection prompts and calls logged into the CRM without typing.
  • Healthcare organizations that can sign a Business Associate Agreement, with the limits noted below.
  • Distributed companies adding people and numbers in several countries from one portal.

What they offer

Cloud Phone Systems. Dialpad Talk, the phone system: voice, video and messaging in one app, with call transcription and notes taken for you. Dialpad Meetings hosts up to 100 participants and starts without a download or a PIN.

Contact Center. Ai Contact Center routes calls by availability or skill and lets supervisors listen to, join or take over a live call. Dialpad Support adds prompt cards during calls, an assistant that answers from your knowledge bases, and scorecards filled in automatically. Dialpad Analytics turns calls into dashboards with keyword and sentiment trends.

CX and Conversational AI. Ai CSAT infers a satisfaction score from every call, which Dialpad says is 87 percent accurate, and Ai Agent is a chatbot for simple support questions that Dialpad says can be set up in 20 minutes.

Dialpad also sells an AI sales dialer with live coaching for sales teams. Two datasheets call it by two names, Dialpad Sell and Dialpad Ai Sales.

Coverage

  • Australia
  • Brazil
  • CAN Currency Billing
  • Canada
  • Canadian Data Residency
  • China
  • England
  • French Speaking Customer Service
  • Germany
  • Hong Kong
  • India
  • Ireland
  • Japan
  • Mexico
  • Netherlands
  • Offices in Canada
  • Philippines
  • Puerto Rico
  • Singapore
  • South Korea
  • Spain
  • US (Nationwide)
  • US Virgin Islands

Coverage is a starting point. We check every address before we quote it.

Proof

  • Dialpad states certification to ISO 27001, ISO 27017 and ISO 27018, and SOC 2 Type II, and says its systems are built to comply with GDPR.
  • HIPAA compliance comes through a signed Business Associate Agreement. Dialpad says it has also completed the Cloud Security Alliance's assessment questionnaire.
  • Dialpad cites a 2023 Forrester Total Economic Impact study for its support product: coaching efficiency up 75 percent, average handle time down 20 percent, CSAT up 14 percent within four weeks, and agent attrition down 22 percent.
  • Its support team works around the clock on a follow-the-sun model.

These are Dialpad's own statements. No customer stories were available for this page.

Good to know

  • The Business Associate Agreement does not cover Dialpad fax for patient information, or text messages carrying patient information to people outside Dialpad. Plan those two channels separately.
  • Customer data is processed and stored on Google Cloud. Dialpad states that it anonymizes the data used to train its generative AI features and offers an opt-out from that training for every product.
  • Features depend on the plan. In its feature matrix, skills-based routing and automatic recording of individual lines sit in higher tiers. Ask for the current matrix, because the copy available here is dated July 2022 inside and January 2024 on the file.
  • Its voice brochure claims 100 percent uptime. Ask what the written commitment in the contract says.
  • Emergency calling is supported in up to 10 locations, including on mobile.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.