Dialpad
Procurement partnerAbout
Dialpad is an AI-powered communications platform that provides contact center, customer service, and business communications solutions. The company offers unified communications tools including phone systems, video conferencing, messaging, and AI-driven features like real-time transcription, conversation intelligence, and sentiment analysis.
Details
VenSearch Intelligence
Ideal Customer
- Dialpad's primary sweet spot is SMB and mid-market organizations, particularly those with 10–500 contact center agents or 50–250 total employees, though it actively pursues and wins enterprise accounts.
- The platform is best suited for companies seeking to consolidate phone, contact center, and sales dialer capabilities on an AI-native cloud platform, with particular strength for distributed/remote workforces, sales development teams, and inbound customer service desks that prioritize real-time transcription, automated summaries, and AI coaching.
Key Differentiators
- Dialpad's primary differentiator is its AI-first, natively built architecture — its transcription, sentiment analysis, QA scorecards, CSAT scoring, and coaching tools are proprietary and built into the core platform rather than bolted on via third-party AI tools, trained on over 7 billion minutes of conversational data via DialpadGPT.
- It brands its combined UCaaS+CCaaS approach as TrueCaaS, positioning it as a single-pane-of-glass platform that eliminates vendor sprawl.
Industries Served
- Dialpad serves a broad range of industries with dedicated vertical solutions.
- Its officially listed industry pages include insurance, education, healthcare, real estate, technology, professional services, legal, retail, recruiting, and automotive.
Service Coverage
- Dialpad operates globally with offices across North America, EMEA, and APAC.
- Specifically, the company has physical office locations in San Ramon (HQ), San Francisco, Austin, and Vancouver in North America, plus London (UK), Sydney (Australia), Tokyo (Japan), and Bengaluru (India), with additional presence in countries including New Zealand, France, Germany, and Argentina.
Partnerships
- Dialpad maintains deep strategic partnerships with Google Cloud (named Business Technology Partner of the Year in both 2024 and 2026 awards) and T-Mobile for Business (named Global Wireless Provider Partner of the Year consecutively; partnership extended for three years in March 2024).
- It participates in the master agent channel through TSDs including Telarus (2026 TSD of the Year), Intelisys, Avant, Sandler Partners, TBI, TCG, MicroCorp, and Tradewinds.
Company Size & Ownership
- Dialpad was founded in 2011 by Craig Walker (CEO) and Brian Peterson (CTO), both veterans of Google Voice.
- The company currently employs approximately 1,400–1,474 people across global offices and has reached approximately $300M in annual recurring revenue (ARR) as of 2024–2025, up from $255.6M in 2023.
Compliance & Certifications
- Dialpad holds an extensive suite of compliance certifications.
- It is SOC 2 Type II certified (annually audited), ISO 27001:2022, ISO 27017:2015, and ISO 27018:2019 certified, and is HIPAA-ready (healthcare customers can execute a BAA with one click).
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
11 offeringsAI CSAT
AI-powered customer satisfaction scoring that predicts CSAT scores on every customer interaction with 87% accuracy. It provides real-time insights, automatic CSAT collection on 100% of calls, and can be combined with SMS surveys for enhanced accuracy.
AI Transcription
Real-time call and meeting transcription service that converts speech to text with high accuracy. It includes automated meeting summaries, action item detection, voicemail transcription, and supports multiple languages and dialects.
AI-Powered Customer Communications Platform
Unified communications platform that integrates calling, messaging, video conferencing, and contact center capabilities with AI features. It includes real-time transcription, sentiment analysis, and workflow automation across all communication channels.
Contact Center Analytics
Comprehensive analytics suite that provides insights into contact center performance including agent productivity, call volume patterns, sentiment analysis, and customer satisfaction metrics. Features real-time dashboards, heat maps, and customizable reporting tools.
Contact Center Integrations
Pre-built connections to third-party applications including CRM systems like Salesforce and HubSpot, help desk platforms like Zendesk, and productivity tools like Microsoft 365. These integrations automatically sync data and enable streamlined workflows across platforms.
Conversation Intelligence
AI-powered platform that analyzes customer conversations to provide actionable insights including keyword tracking, sentiment analysis, and performance metrics. It offers real-time transcription, automated call summaries, and agent coaching tools.
Dialpad AI Agents
Autonomous voice and digital agents that can take action, trigger automated workflows, and help scale support organizations. These AI agents provide instant, autonomous resolution for tasks like scheduling appointments, processing orders, and handling refunds without transfers or holds.
Dialpad Connect
AI-native communications platform that streamlines conversations by automating note-taking and delivering real-time insights. It brings together business communications in a unified platform with built-in AI features.
Dialpad Sell
Sales communication platform that helps close deals faster with AI-driven outreach, automated playbooks, and real-time in-call sales coaching. It provides conversation intelligence and sales analytics to optimize sales performance.
Dialpad Support
AI-powered contact center platform that transforms customer experience by expediting agent onboarding, simplifying coaching, and boosting customer satisfaction. It includes features like real-time transcription, sentiment analysis, and workforce management capabilities.
Workforce Management Software
WFM solution for contact centers that provides forecasting, scheduling, performance tracking, and capacity planning. It includes automated shift planning, real-time analytics, schedule adherence monitoring, and fair scheduling features to optimize agent productivity.
Considering Dialpad?
Our team will work with you to determine if Dialpad is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.