Dialpad Contact Center review

Dialpad's contact center is the strongest choice we compared for teams that mix support queues with outbound calling. Essentials, at $89 per user per month, combines omnichannel routing for voice and digital, a Power Dialer, local presence dialing and voicemail drop, AI transcripts and recaps with PII redaction and sentiment, contact center analytics, advanced routing and screen recording. That is more outbound tooling than most entry plans carry, and the AI is part of the price. Advanced at $119 adds Live Coach with real-time assist and a quality management package with AI CSAT, scorecards and playbooks. Premium at $149 includes workforce management with forecasting, scheduling and adherence, plus Admin and Reporting APIs. Every plan has real-time dashboards with call and agent metrics and historical call data. The weak spots are price and tiering: the entry seat costs more than RingCX or Genesys CX 1, and coaching and quality tools sit a tier up. Teams that only need outbound calling can look at Dialpad's separate sales plans, which start lower.

Who it is for

Teams that run inbound support and outbound calling and want AI transcripts and analytics without separate add-ons.

Price

Essentials $89 per user per month billed annually; 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 9, 2026.

Key features

• Omnichannel routing for voice and digital channels
• Power Dialer with local presence dialing and voicemail drop
• AI transcripts, recaps, PII redaction and sentiment
• Contact center analytics, advanced routing and screen recording
• Workforce management with forecasting and scheduling on Premium

Strengths and weaknesses

• Strength: Outbound dialing tools are part of the entry contact center plan
• Strength: AI transcripts and sentiment are included rather than sold separately
• Strength: Real-time dashboards and agent metrics on all plans
• Weakness: Entry price is higher than RingCX and Genesys CX 1
• Weakness: Live coaching and quality management start on Advanced at $119
• Weakness: Admin and Reporting APIs are limited to Premium

Key facts

• Plans: Essentials, Advanced, Premium
• Outbound: Power Dialer, local presence, voicemail drop
• Workforce management: Included on Premium

Where it ranks

Dialpad Contact Center is No. 3 in our Best Call Center Software verdict.