Dialpad Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options. The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.

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Contact Center as a Service

Dialpad Support

Dialpad

Customer Service & Support Associate

Thus far it's an efficient system that helps our business navigate high traffic phone calls and the AI summary has helped decrease time for notes and confusion regarding what was previously stated to a caller. 

<50M USD

50M - 250M USD

500M - 1B USD

250M - 500M USD

1B - 3B USD

Gov't/PS/ED <5,000 Employees

3B - 10B USD

Gov't/PS/ED 5,000 - 50,000 Employees

Gov't/PS/ED 50,000 + Employees

10B - 30B USD

Sales Manager

it does allow for all essential tasks and the transcription of calls is very good.

We have experienced great success with Dialpad as our dialing service! Our ability to increase productivity in the office through automatic analytics updates has simplified tracking call goals and productivity targets.

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Dialpad is a customer intelligence platform leveraging artificial intelligence. Its major focus is centered around transforming the way individuals collaborate and work together. The platform encompasses an advanced AI contact center, AI sales, AI voice, AI meetings, and AI messaging. The primary problem that Dialpad seeks to solve is ameliorating productivity, collaboration, and customer satisfaction via real-time AI insights.

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is completely transforming how the world works together, with one beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. Over 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.

Reviews

Ratings Overview

Overall experience with

Favorable Review

User Highlights Productivity Benefits and Reports No Major Drawbacks With Dialpad

Critical Review

Easy Navigation And HubSpot Integration Highlighted Despite Lack Of Live AI

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