Dialpad Support vs Twilio Flex
Dialpad Support
dialpad.com
Twilio Flex
twilio.comSide by side
| Figure | Dialpad Support | Twilio Flex |
|---|---|---|
| Price from | $8,095/mo | $1/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 | 4 |
| Spec score · Call Center Software | 9.1 (#4) | 8.8 (#13) |
| Spec score · Contact Center Software | 9.0 (#3) | 8.2 (#15) |
| Spec score · Call Center CRM Software | 9.1 (#3) | 8.1 (#12) |
| Analytics | Contact-center reporting includes queue-health, call-abandonment, callback-effectiveness, service-level, and agent-to-caller metrics. | Flex Insights provides dashboards and custom views for handle time, abandoned tasks, queue volumes, and wait times. |
| Compliance | Dialpad states that it is SOC 2 Type II compliant, offers HIPAA-ready products with a BAA, and supports GDPR requirements through retention policies, data-subject requests, and consent mechanisms. | Twilio says its platform helps simplify compliance with global regulations and telecommunications requirements. |
| Digital channel scope | omnichannel | omnichannel |
| Founded | 2011 | 2008 |
| Free plan | No | No |
| Headquarters | San Ramon, California, USA | San Francisco, CA |
| Inbound calling | Yes | Yes |
| 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. | Twilio Flex is a flexible contact center that combines AI assistance and human agents. |
| 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. | Twilio says its services are designed to secure data, detect and prevent malicious activity, manage risk, and remain reliably available, and that it undergoes regular external audits. |
| Workforce management | Dialpad WFM supports demand forecasting, scheduling, and schedule-adherence tracking alongside contact-center analytics. | No |
Plans
Dialpad Support
- Essentials$8,095 a month
- AdvancedPrice not published
- PremiumPrice not published
- EnterprisePriced on request
Twilio Flex
- User + usage$35 a month
- Named user pricing$150 a month
- Active user hour pricing$1 a month
- Free trialFree
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.
Twilio Flex
Twilio Flex has no write-up on Specifiction yet; its figures are above.