Dialpad Support vs Zoom Contact Center
Dialpad Support
dialpad.com
Zoom Contact Center
zoom.comSide by side
| Figure | Dialpad Support | Zoom Contact Center |
|---|---|---|
| Price from | $8,095/mo | $69/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 4 | 9 |
| Spec score · Call Center Software | 9.1 (#4) | 8.5 (#25) |
| Spec score · Contact Center Software | 9.0 (#3) | 7.6 (#25) |
| Analytics | Contact-center reporting includes queue-health, call-abandonment, callback-effectiveness, service-level, and agent-to-caller metrics. | Role-based dashboards provide live and historical data, and reports can be exported or connected to business intelligence tools through APIs. |
| 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. | Zoom says its Contact Center and PCIpal integration is PCI compliant as a service provider under PCI DSS v4.0.1. |
| Digital channel scope | omnichannel | omnichannel |
| Free plan | No | No |
| Inbound calling | Yes | Yes |
| Integrations | Native contact-center integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. | The product page says it offers pre-built integrations and open APIs; its FAQ names Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp, and inbound Gmail email integration. |
| 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. | Zoom Contact Center is a cloud contact center that combines voice, video, chat, SMS, email, and social media on one connected platform. |
| 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. | Zoom states that Contact Center real-time audio, video, and screen-sharing media is protected with 256-bit AES-GCM encryption between supported Zoom clients and within Zoom data centers; PSTN calls may not be encrypted. |
| 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
Zoom Contact Center
- Essentials Contact CenterPrice not published
- Essentials Contact CenterPriced on request
- Premium Contact CenterPriced on request
- Premium Contact CenterPrice not published
- Elite Contact CenterPrice not published
- Elite Contact CenterPriced on request
- Essentials$69 a month
- Premium$99 a month
- Elite$149 a month
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.
Zoom Contact Center
Zoom Contact Center is a cloud contact center that brings voice, video, chat, SMS, email, and social media together. It routes interactions to agents or experts in real time and carries customer context and history across channels during handoffs. AI tools include Expert Assist guidance for agents, alerts for supervisors, and suggested breaks for agent well-being. Role-based dashboards provide live and historical data, while reports can be exported or connected to business intelligence tools through APIs. The product lists pre-built integrations and open APIs, including connections named for Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp, and inbound Gmail email. Cobrowse can mask sensitive data while agents guide customers online. Essentials includes inbound channels, Flow Editor and IVR, real-time transcription, and agent CTI integration. Premium adds email, social channels, outbound dialers, and cobrowse; Elite adds AI Expert Assist, Advanced Quality Management, and Workforce Management. Listed annual prices are $69 a month for Essentials, $99 a month for Premium, and $149 a month for Elite. Monthly billing is listed at $85.00, $119.00, and $179.00 per user per month, respectively. There is no free plan; pricing is also available on request.