Dialpad —
AI-Native UCaaS & Contact Center
Dialpad is an AI-native cloud communications platform — every product (UCaaS, CCaaS, sales dialer) includes built-in Dialpad Ai for real-time transcription, live agent coaching, post-call summaries, and sentiment analysis without requiring a separate AI license or integration. The latest Agentic AI capability goes beyond chatbots to deploy autonomous AI agents that handle customer interactions end-to-end. Dialpad Connect (UCaaS), Dialpad Support (CCaaS), and Dialpad Sell (sales dialer) run on a single platform with shared administration and unified AI. Fibi sources and negotiates Dialpad on your behalf, at no cost to you.
Portfolio
Dialpad Services
UCaaS, AI-powered CCaaS, sales dialer, Agentic AI, Workforce Management, and security-first AI — all on a single platform with native Dialpad Ai built into every product.
Dialpad Connect — UCaaS (Cloud Phone, Messaging, Video)
Dialpad's UCaaS product replacing legacy PBX and traditional cloud phone systems — delivering cloud calling, SMS, team messaging, and video meetings on a single platform. Dialpad Connect includes Dialpad Ai natively for every call and meeting: real-time transcription, post-call summaries, sentiment analysis, and action item extraction without a separate AI license. Unified administration with Dialpad Support and Dialpad Sell means one vendor, one contract, and one platform for the full communications stack.
Dialpad Support — AI-Powered CCaaS
Dialpad's inbound contact center platform built on the same codebase as Connect and Sell — delivering ACD routing, real-time agent coaching, supervisor dashboards, and AI-powered self-service through Agentic AI. Every agent interaction includes live Dialpad Ai transcription and coaching prompts surfaced on-screen during the call — so supervisors do not need to manually monitor calls to drive agent improvement. Agentic AI handles routine customer interactions autonomously, escalating to human agents with full context when needed.
Dialpad Sell — AI Sales Dialer
Dialpad's outbound sales dialer designed for revenue teams — featuring power dialing, real-time AI coaching for sales objections and competitive positioning, call recording, and post-call summaries. Dialpad Ai detects competitor mentions, pricing objections, and key phrases during live calls and surfaces battlecard content and coaching guidance on the rep's screen in real time. Post-call summaries eliminate manual CRM note entry, and sentiment analysis tracks conversation quality across the full team.
Dialpad Ai — Real-Time Transcription & Coaching
Dialpad's proprietary Voice Intelligence engine built natively into every product — not an add-on, not a third-party integration, and not an optional SKU. Every call, meeting, and messaging thread is processed by Dialpad Ai for real-time transcription, live coaching prompts (surfaced on-screen during the call), post-call summaries, sentiment analysis, and action item extraction. Dialpad Ai is the core differentiator that separates Dialpad from UCaaS and CCaaS vendors that bolt AI features onto legacy platforms through external partnerships.
Agentic AI — Autonomous AI Agents
Dialpad's latest AI innovation — autonomous AI agents deployed within the contact center that handle customer interactions end-to-end without requiring a human agent for routine cases. Unlike traditional chatbots or IVR systems that follow scripted decision trees, Agentic AI understands natural language intent, takes action across connected systems, handles multi-step interactions, and escalates to a human agent with full conversation context when the interaction exceeds its capability. Agentic AI is designed to drive self-service resolution rates and reduce live-agent volume for repeatable customer inquiries.
Workforce Management (WFM)
Dialpad's Workforce Management module for contact center teams — delivering scheduling, forecasting, and adherence tracking to optimize agent staffing relative to contact volume. WFM integrates directly with Dialpad Support's contact center data so forecasting is driven by actual historical volume patterns rather than manual estimates. Scheduling tools help supervisors balance coverage, reduce over- and under-staffing, and track real-time adherence against scheduled shifts.
AI Trust & Security
Dialpad's security and compliance framework covering the AI processing layer as well as the communications platform — including SOC 2 Type II certification, GDPR compliance, and HIPAA compliance for healthcare customers. Dialpad's AI Trust & Security approach addresses data residency, AI model training practices, and customer data handling in the context of real-time AI-processed voice and text. For regulated industries where AI data handling requires documentation, Dialpad's compliance posture is formally maintained and available for security review.
Ideal For
Who Dialpad Serves Best
AI-First Organizations
Organizations that have evaluated AI in their communications stack and want AI that is natively built into the platform — not a third-party add-on or an optional upgrade. Dialpad Ai is included in every product and every call, providing real-time transcription, coaching, and post-call intelligence as standard capabilities rather than premium SKUs.
Contact Centers Moving Beyond Basic IVR
Contact centers that have outgrown scripted IVR and basic chatbots and want to deploy genuine AI self-service. Dialpad's Agentic AI handles customer interactions end-to-end with natural language understanding and system integrations — reducing live-agent volume on routine inquiries while escalating complex cases with full context.
Sales Teams Needing Intelligent Dialing
Sales organizations that want real-time coaching during live calls — competitor detection, objection handling guidance, and battlecard content surfaced on the rep's screen as the conversation happens. Dialpad Sell combines outbound dialing with AI coaching and post-call summaries to drive rep productivity and pipeline visibility.
Mid-Market Businesses Wanting UCaaS + CCaaS Together
Mid-market businesses that need both a general workforce cloud phone system and a contact center or sales dialer — and want to manage them on a single platform under one vendor rather than integrating separate solutions. Dialpad's unified architecture eliminates the administrative and integration overhead of running separate UCaaS and CCaaS stacks.
Why Dialpad
Key Strengths
What sets Dialpad apart from other UCaaS and CCaaS providers.
Most UCaaS and CCaaS vendors offer AI as a separately licensed add-on sourced from a third-party provider (OpenAI, Google CCAI, etc.) layered on top of a legacy platform. Dialpad Ai is Dialpad's proprietary Voice Intelligence engine — built into every product on a single codebase and included in the base license. Real-time transcription, live coaching, post-call summaries, and sentiment analysis are standard capabilities, not premium SKUs. This architecture means AI quality, latency, and reliability are controlled by Dialpad rather than dependent on an external vendor's API.
Traditional chatbots follow decision trees and handle a narrow set of scripted interactions. Dialpad's Agentic AI deploys autonomous agents that understand natural language intent, take action across connected systems, handle multi-step interactions end-to-end, and escalate with full context when human intervention is needed. For contact centers looking to reduce live-agent volume on routine interactions, Agentic AI is a materially different capability than the scripted self-service options most CCaaS platforms offer.
Dialpad Ai surfaces coaching guidance to agents on their screen during the live call — detecting competitor mentions, objections, compliance keywords, and trigger phrases and displaying relevant talking points, battlecard content, or compliance language in real time. This means coaching happens in the moment when it can influence the outcome of the call, rather than after the fact in a weekly review. Supervisors can monitor live transcriptions and sentiment across the full team and whisper to agents without the customer hearing.
Dialpad Connect (UCaaS), Dialpad Support (CCaaS), and Dialpad Sell (sales dialer) run on a single platform with shared administration, unified billing, and consistent AI capabilities across every product. Organizations that need both a general workforce UCaaS deployment and a contact center or sales dialer operation can manage the full stack under one vendor with one contract — eliminating the integration overhead, separate administration environments, and inconsistent AI quality that come with stitching together multiple vendors.
Dialpad's AI Trust & Security framework covers the AI processing layer explicitly — addressing how real-time transcription, coaching, and post-call AI data are handled, stored, and protected. SOC 2 Type II, GDPR, and HIPAA compliance are maintained across the full platform including AI features. For organizations in regulated industries where AI data handling requires documented controls and compliance review, Dialpad's security posture is formally maintained and auditable.
Why Use Fibi
Dialpad Direct vs. Through Fibi
Your contract is with Dialpad either way. The difference is the advisory, comparison, and support layer around it.
| Aspect | Dialpad Direct | Dialpad Through Fibi |
|---|---|---|
| Pricing | Standard rack rate | Volume-negotiated — equal or better |
| Provider comparison | Dialpad only | Dialpad vs other UCaaS/CCaaS platforms side by side |
| Quote turnaround | 5–10 business days | 24–48 hours across all evaluated providers |
| Scope guidance | Dialpad account team | Independent review of UCaaS vs. CCaaS vs. combined fit |
| Contract support | Dialpad account team | Independent advisor representing you |
| Post-go-live support | Dialpad support | Fibi escalation + Dialpad support |
| Advisory fee | N/A | $0 — carrier-funded |
FAQ
Common Questions About Dialpad
Get a Free Dialpad Quote Through Fibi
Fibi will evaluate Dialpad against competing UCaaS and CCaaS providers for your environment — platform fit, AI capabilities, licensing structure, and pricing from every relevant option. Side-by-side comparison, no obligation, no sales pressure.
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