Dialpad

Overview

Dialpad is a leading AI-native customer communications and contact center platform built for the era of agentic AI. Founded in 2011 by Craig Walker and headquartered in San Francisco, Dialpad has grown into a comprehensive solution that unifies voice, SMS, video, and messaging in a single cloud-based system. This enables support, sales, and internal teams to engage customers with real-time intelligence and contextual awareness. The platform is designed to bring human agents and AI agents together, allowing organizations to transform customer experience (CX) at scale and respond to every conversation with greater speed, precision, and personalization.

At the core of Dialpad is its real-time AI engine, which powers live transcription, conversation analytics, sentiment detection, and contextual recommendations during every interaction. This AI layer goes far beyond simple automation: it surfaces actionable insights, provides in-call coaching cues, and enables autonomous AI agents to resolve routine issues while seamlessly handing off complex situations to human colleagues. Because the AI operates natively on every voice call and message, teams benefit from consistent, real-time visibility into customer needs. The platform's native AI eliminates the need for third-party analytics tools and reduces friction in daily workflows. With dedicated solutions such as Dialpad Support, Dialpad Sell, and Dialpad Connect, the platform addresses the distinct needs of customer service, sales effectiveness, and enterprise communications, making it a versatile choice for modern organizations.

Dialpad's architecture is cloud-native and built for scale, supporting global, distributed, and hybrid teams without sacrificing reliability or security. Its AI capabilities are designed to enhance — not replace — human interactions, providing support professionals with the context they need to make every conversation more meaningful. By integrating with popular business tools, CRMs, and productivity suites, Dialpad helps organizations streamline workflows and create a single source of truth for customer conversations. This also enables leaders to measure performance, identify talent gaps, and continuously refine their CX strategies using data-driven insights. Dialpad's open APIs and partner ecosystem extend its capabilities, enabling businesses to build custom integrations and automate workflows around their existing stack.

Ultimately, Dialpad empowers enterprises to close the gaps in their AI strategy by embedding intelligence directly into their communication workflows. Whether you are looking to automate contact center operations, accelerate sales cycles, or improve internal collaboration, Dialpad offers a flexible, AI-first foundation for sustainable CX transformation. With its agentic AI approach, the platform not only improves operational efficiency but also creates more natural, responsive, and satisfying interactions for customers and employees alike.

Core capabilities

Agentic AI Contact Center

Deploy autonomous AI agents that handle routine interactions and collaborate with human agents to deliver exceptional customer experiences.

Real-Time AI Insights

Gain live transcription, analytics, and contextual recommendations during every conversation to support, sales, and internal teams.

Unified Communication Channels

Connect voice, SMS, video, and messaging through a single cloud-native platform for seamless customer engagement.

Human-AI Collaboration

Enable smooth task handoffs and shared context between human employees and AI agents to streamline operations.

Vertical Solutions

Leverage Dialpad Support, Dialpad Sell, and Dialpad Connect to address specific needs in service, sales, and enterprise communications.

Conversation Intelligence

Automatically extract topics, sentiment, and actionable insights from calls and messages to identify opportunities and gaps.

Real-Time Coaching

Give agents in-call guidance, next-best actions, and automated workflows to improve outcomes and accelerate onboarding.

Cloud-Native Scalability

Run on a resilient cloud architecture that scales with your business to support distributed, remote, and hybrid teams.

Use cases

Automating contact center operations with AI agents that handle repetitive requests and route complex issues to human agents.

Enhancing sales call quality with real-time coaching and conversation intelligence.

Unifying internal communications across remote and distributed teams.

Delivering always-on omnichannel customer support via voice, SMS, video, and messaging.

Using post-call analytics to perform quality assurance and refine training programs.

Accelerating CX transformation through human-AI collaboration and workflow integration.

Empowering managers with data-driven insights to optimize team performance.