Dialpad Support vs Google Contact Center AI Platform
Dialpad Support
dialpad.com
Google Contact Center AI Platform
cloud.google.comSide by side
| Figure | Dialpad Support | Google Contact Center AI Platform |
|---|---|---|
| Price from | $8,095/mo | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 4 | 1 |
| Spec score · Call Center Software | 9.1 (#4) | 8.6 (#19) |
| Spec score · Call Center CRM Software | 9.1 (#3) | 8.3 (#9) |
| Digital channel scope | omnichannel | omnichannel |
| Founded | 2011 | 2022 |
| Free plan | No | No |
| Headquarters | San Ramon, California, USA | Mountain View, California, United States |
| Inbound calling | Yes | Yes |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Security | VoIP calls and in-transit web requests use TLS encryption, while application data at rest uses AES 256-bit encryption on Google Cloud Platform. | VPC Service Controls can help mitigate data exfiltration risk by restricting exchanges between an instance and Google Cloud services outside its perimeter. |
Plans
Dialpad Support
- Essentials$8,095 a month
- AdvancedPrice not published
- PremiumPrice not published
- EnterprisePriced on request
Google Contact Center AI Platform
- Contact Center AI PlatformPriced on request
In their own words
Dialpad Support
Dialpad Support is a contact center platform for customer support teams, bringing voice and digital channels together with AI, coaching, analytics, quality management, and performance insights. AI Agents can handle routine voice and digital requests, answer questions, schedule appointments, complete tasks, and hand off to human agents with context. Configurable AI-powered IVR lets customers self-serve or route to a person or department. Supervisors can use sentiment detection, real-time transcripts, listening, whispering, call barging, AI Recaps, and AI Scorecards. Live Coach Cards can surface talking points when configured keywords are spoken, while Scorecards can flag quality criteria and coaching opportunities. Reporting covers queue health, abandoned calls, callback effectiveness, service levels, and agent-to-caller metrics. Administrators manage agents, locations, numbers, queues, and users through an online dashboard. Native integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. It works on Android, iOS, PC, Mac, and web browsers. Pricing starts at $80/user/mo (annual); no free plan is offered, but a free trial is available.
Google Contact Center AI Platform
Google Contact Center AI Platform is a cloud-native service for queuing and routing customer interactions across voice and digital channels. It supports voice, chat, and SMS, with web and mobile SDKs for adding support experiences to apps. Its AI capabilities include omnichannel routing, virtual agents, Agent Assist, and Insights. Businesses can embed agent interactions, media sharing, and secure payments in customer journeys. CRM integrations include Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot; Salesforce integration can find customer records, connect session data to CRM records, and open cases for calls or chats. The Apps API includes endpoints for agents, calls, campaigns, chats, co-browsing, contact data, SMS, and wait times. Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions. Pricing is on request, with no free plan and a free trial. Trial instances are non-production, capped at 250 concurrent sessions, and telephony is billed separately. Time-limited trials expire after 90 days, taking their configuration with them.