Dialpad Support vs Mitel CX
Dialpad Support
dialpad.comMitel CX
mitel.comSide by side
| Figure | Dialpad Support | Mitel CX |
|---|---|---|
| Price from | $8,095/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 4 | 4 |
| Spec score · Call Center Software | 9.1 (#4) | 8.5 (#26) |
| Analytics | Contact-center reporting includes queue-health, call-abandonment, callback-effectiveness, service-level, and agent-to-caller metrics. | Mitel CX provides real-time dashboards, historical reporting, quality management, and speech analytics. |
| Digital channel scope | omnichannel | omnichannel |
| Inbound calling | Yes | Yes |
| Integrations | Native contact-center integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. | Mitel advertises CRM, ERP, front-office and back-office integrations plus workflow integrations. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Product | Dialpad Support is a contact center platform for customer support teams with real-time AI, voice and digital channels, coaching, analytics, quality management, and performance insights. | Mitel CX is a customer engagement and contact center platform for connecting voice, digital, and AI-assisted customer conversations. |
| 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. | Mitel CX lists encryption, auditing, policies, and recording encryption with key management among its security and compliance capabilities. |
| Workforce management | Dialpad WFM supports demand forecasting, scheduling, and schedule-adherence tracking alongside contact-center analytics. | Forecasting and scheduling tools predict staffing needs and automate shift planning. |
Plans
Dialpad Support
- Essentials$8,095 a month
- AdvancedPrice not published
- PremiumPrice not published
- EnterprisePriced on request
Mitel CX
- CX ElitePriced on request
- CX Essential DigitalPriced on request
- CX Essential VoicePriced on request
- CX PremierPriced 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.