Dialpad Support vs Softdial Contact Center
Dialpad Support
dialpad.comSoftdial Contact Center
sytel.comSide by side
| Figure | Dialpad Support | Softdial Contact Center |
|---|---|---|
| Price from | $8,095/mo | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 4 | 1 |
| Spec score · Call Center Software | 9.1 (#4) | 8.2 (#42) |
| Digital channel scope | omnichannel | omnichannel |
| Founded | 2011 | 1994 |
| Headquarters | San Ramon, California, USA | Aylesbury, United Kingdom |
| Inbound calling | Yes | Yes |
| Integrations | Native contact-center integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. | Sytel lists a Salesforce AppExchange client and messaging support for Facebook, X, Telegram, WhatsApp, and WeChat; it also describes APIs for third-party 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. | Softdial Contact Center is Sytel’s AI-enabled, multichannel contact center software, offered as a managed subscription or as a platform for partners and enterprise users. |
| 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. | Sytel says its security framework includes encryption, MFA, tenant isolation, audit logging, and an annual risk review, and that hosted services run on AWS SOC 2 Type II-certified infrastructure. |
| Workforce management | Dialpad WFM supports demand forecasting, scheduling, and schedule-adherence tracking alongside contact-center analytics. | Yes |
Plans
Dialpad Support
- Essentials$8,095 a month
- AdvancedPrice not published
- PremiumPrice not published
- EnterprisePriced 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.
Softdial Contact Center
Softdial Contact Center has no write-up on Specifiction yet; its figures are above.