Dialpad

Dialpad is call center and business phone software with built-in AI transcription, coaching and call scoring, for support and sales teams. Sold by quote.

Dialpad puts a business's phone lines, contact center queues and customer conversations on one cloud platform, so each call is answered, routed, recorded and analysed in the same system. Its AI listens to live calls and turns them into transcripts, summaries and prompts that agents and supervisors use while the conversation is still going. Dialpad, Inc., the San Ramon, California company that develops it, was founded in 2011 and remains independent. The platform has four lines that share one login. Inbound calls pass through interactive voice response menus and automatic call distribution before they reach an agent. Dialpad Support is the voice and digital contact center, with skills-based and priority-based routing and Workforce Management. Its supervisors can listen in, barge into or take over a call. Dialpad Sell adds real-time coaching and automated follow-up for outbound teams, who work call lists with the Power Dialer. Dialpad Connect carries everyday calling, video and messaging, while Dialpad Resolve runs prebuilt and custom AI voice and digital agents. Across the lines, AI Playbooks walk reps through a script, AI Live Coach answers their questions, and AI Scorecards grade calls automatically. The first audience is support leaders who run a busy queue and want routing, monitoring and quality scoring in the tool their agents already answer calls in. Outbound sales teams that work through call lists and need every call logged to a CRM are the second. Companies that want office staff and contact center agents on the same app also fit, because a call can move between them without changing systems. Its customers include organisations in healthcare, banking, legal services, insurance, retail, staffing and sports. Agents take calls in a web browser, the desktop app for Mac or PC, or the mobile app on iOS and Android, with no desk phone needed. A sales rep working in Salesforce dials a contact from the record, and the call is logged back to it. Support agents tag each call by topic, outcome and next step, and callers who ring after hours or on a holiday reach a different menu. Each conversation leaves a recording, a transcript and an AI summary, and voicemails arrive as text. When a caller needs a specialist, the agent introduces them on a warm transfer, and the customer does not have to tell the story twice.