Dialpad review

Dialpad builds its contact center around its own AI, so features that are add-ons elsewhere appear on the entry plan. Essentials, at $89 per user per month billed annually or $109 monthly, includes omnichannel routing for voice and digital, a Power Dialer, AI transcripts with recaps, PII redaction and sentiment, contact center analytics, advanced routing, screen recording and a local presence dialing package with voicemail drop. Advanced at $119 adds real-time AI coaching and quality management with AI CSAT and scorecards, and Premium at $149 adds forecasting, scheduling and adherence. Every plan has real-time dashboards and historical call data. The limits are that only Essentials can be bought online, monthly billing costs noticeably more, and Admin and Reporting APIs are a Premium feature. For a support or inside sales team that wants useful AI out of the box and a short setup, it offers a strong balance of capability and price.

Who it is for

Support and sales teams that want AI transcripts, sentiment and dialing on a contact center they can set up quickly.

Price

Contact center Essentials from $89 per user per month billed annually ($109 monthly); Advanced $119, Premium $149.

Essentials $89 user/month Everything you need to run a contact center, from day one.
Quoted from the vendor pricing page on November 5, 2026.

Key features

• Omnichannel routing for voice and digital on Essentials
• Power Dialer plus local presence dialing and voicemail drop
• AI transcripts, recaps, PII redaction and sentiment
• Real-time coaching and AI quality management on Advanced
• Built-in workforce management on Premium

Strengths and weaknesses

• Strength: AI transcription and sentiment come on the entry contact center plan
• Strength: Workforce management is included on Premium rather than sold separately
• Strength: A free trial and online purchase are available on Essentials
• Weakness: Monthly billing raises Essentials from $89 to $109 per user
• Weakness: Advanced and Premium are sold through sales
• Weakness: Admin and Reporting APIs are limited to Premium plans

Key facts

• Contact center tiers: Essentials $89, Advanced $119, Premium $149 per user per month on the pricing page
• Billing: Annual or monthly, with Essentials at $109 per user monthly
• Analytics: Real-time dashboards and historical call data on all plans

Where it ranks

Dialpad is No. 2 in our Best Call Center Software verdict and No. 2 in Best VoIP Phone Services.