What it is
Dialpad is an AI-native cloud communications and contact-centre platform.
What you'd use it for
You would use Dialpad to run a contact centre with built-in transcription and real-time agent assist as a core part of the platform.
Examples of use
A company runs a contact centre and wants its calls transcribed. Dialpad has transcription built into the platform.
An agent on a contact needs help. Dialpad gives them real-time assist as a native feature, not an add-on.
A company wants one platform for business calls and customer contact. Dialpad, AI-native throughout, handles both.
A customer call ends. Dialpad produces the notes and summary from it automatically.
A mid-market company is setting up a contact centre. Dialpad does it without stitching separate tools together.
A team lead wants to coach agents from real calls. They use the transcripts Dialpad captures by default.
How it works
Dialpad is built around its own transcription and real-time AI technology, applied across calls and contacts.
How it compares
Dialpad is an SMB and mid-market platform, near RingCentral RingCX and 8x8. Its pitch is that the AI is native to the platform rather than added on.
What others say
An established cloud communications vendor. No current Gartner CCaaS Magic Quadrant position was confirmed in research.