One app carrying voice, SMS and MMS, team messaging and video meetings, on web, Windows, Mac, iOS and Android. Call routing, auto attendants, voicemail and business hours are configured from the browser. A user has one number and one identity across every device, so there is no separate mobile arrangement sitting beside a desk extension.
AI That Runs Inside the Call
Bringing the phone system, the contact centre and the sales floor together, with AI on every call — live transcript, sentiment, coaching and a recap written straight to the CRM.
What Is Dialpad?
Dialpad is a cloud communications platform covering the business phone system, the contact centre and the sales floor on one stack, with its own speech AI running across all of it. Calls, SMS, team messaging and video meetings sit in a single app on a browser, a desktop or a phone.
The difference from the rest of the hosted market is where the AI lives. Dialpad has been building its own speech recognition since 2018 and runs its own model, DialpadGPT. Transcription, sentiment, summaries and live coaching are built into the platform, so there is no second login and no second invoice.
Why It Is Worth Selling
Every customer is being asked about AI at board level, and most hosted phone systems have little to offer beyond voicemail-to-text. Dialpad answers with a live transcript, a sentiment read on the call, an automatic summary in the CRM and a coach prompting the agent while they are still talking.
It also fills a gap in the current portfolio. Yeastar and DSTNY both sell well into businesses that want a phone system. Dialpad sells into businesses whose problem is the conversations: contact centres, sales teams, anyone who measures calls as well as making them.
Four Products, One Platform
Dialpad sells four things, all on the same platform with the same AI underneath. A customer can start on one and add another without a migration, which makes the second sale a good deal easier than the first.
Dialpad Connect
The business phone system. Calling, SMS and MMS, team messaging and video meetings in one app, on web, Windows, Mac, iOS and Android. Numbers, call routing, auto attendants and voicemail are administered from a browser, and AI transcription is included from the entry tier upwards.
This is the product that competes with a conventional hosted PBX. Customers move to it for the AI; price is rarely the argument.
Dialpad Support
The contact centre. Queues and routing across voice and digital channels, supervisor tooling, and the AI features that matter most in a service environment: live agent assist, automatic QA scoring and a satisfaction read on the call itself.
The headline Dialpad quotes is 91% of calls scored for CSAT by the AI, against roughly 15% response on conventional post-call surveys. A manager stops sampling and starts seeing the whole book.
Dialpad Sell
The outbound sales floor. Dialling, CRM integration and call logging, with AI Playbooks tracking whether reps actually followed the methodology the business bought (BANT, SPICED, SNAP or SPIN), and AI Live Coach prompting them through objections in the moment.
It has the clearest commercial story of the four: a sales manager who cannot listen to 400 calls a week can see which ones went wrong and why.
Dialpad AI Agents
The autonomous layer. Agents that hold a conversation across voice and digital channels, work out what the caller wants and then act on it: look up an order, book an appointment, process a refund, hand over to a human where that is the right answer. Closer to a colleague than to an IVR with good speech recognition.
Priced on consumption instead of per seat, unlike the other three. See AI Agents below.
Dialpad AI
This is the reason to put Dialpad in front of a customer. Everything below runs on Dialpad’s own speech model on Dialpad’s own platform, so there is nothing to integrate, no second vendor and no per-feature licence to explain on the invoice.
If a customer wants AI applied at the trunk instead, so it covers every call regardless of which phone system answers it, that is what our AI Powered SIP Trunks do.
AI Transcription
A live transcript while the call is happening. A supervisor can read along with a conversation in progress, and afterwards every call is searchable text instead of an audio file.
AI Recaps
The transcript, the action items, the highlights and any notes the user typed, gathered into a summary the moment the call ends. Nobody has to write up a call again, and what was agreed on it is on the record.
AI Live Coach
Real-time prompts to the person on the call: suggested objection handling, reminders of what they have not asked yet. A new starter gets coached during the call, not at their review the following week.
AI Scorecards
Automatic QA grading against the customer’s own criteria, with the AI flagging where a criterion was met and where there is coaching to do. QA stops being a sample of five calls a month.
AI Playbooks
Tracks whether reps are following the sales methodology the business trained them on (BANT, SPICED, SNAP, SPIN) without a manager having to sit through every call to find out.
AI CSAT
Satisfaction read from the conversation itself, so it does not depend on a survey being filled in. Dialpad reports 91% of calls scored against a 15% industry survey response, which gives a manager the whole book instead of a self-selecting sample.
AI Agents
The newest part of the proposition, and the part that needs the most care in a sales conversation.
What they actually do
An AI Agent answers, works out what the caller wants and acts on it: retrieving an order status, booking an appointment, processing a refund, or routing to a human where that is the right answer. It works across voice and digital channels, and it scales sideways, so a hundred simultaneous conversations cost it no more effort than one.
Pitch it as a way of clearing the calls nobody wanted to take, the 40% of contacts that are the same four questions, so the human agents get the ones that need a human. Sold as a headcount replacement it will disappoint. Sold as deflection of the repetitive tail it more or less sells itself.
How it is priced
This one is not per seat. The customer buys a pool of AI Agent Credits, and credits are consumed only when the AI does something of value: retrieves information, or carries out a real action such as scheduling, routing or an order lookup. Conversations that go nowhere do not draw down the pool.
Commercially that cuts both ways. It removes the “what if nobody uses it” objection at the point of sale, but it makes the customer’s monthly cost variable, and a consumption line needs managing. Expect to be asked for a cap.
Price a realistic month with the customer before they sign, so the variable line is a number they have already seen.
Inside the Platform
The detail your engineers will want before they sign off a quote.
Calling, messaging and meetings
Numbers and international coverage
Dialpad publishes number availability in 50+ countries and local number provisioning in 20+, which covers most of what a UK business with overseas offices will ask for. Domestic calling is unlimited on the plans, as is calling to the US and Canada; everything else draws on a call credit balance at international rates. Check coverage against the customer’s own country list before you quote, because the 50+ and the 20+ are not the same list.
Salesforce, HubSpot and Zendesk on the CRM and helpdesk side; Microsoft Teams and Google Workspace on the productivity side. The integration that sells the platform is the one that writes the AI Recap back to the CRM record automatically. The customer stops paying salespeople to type up calls, and that saving is easy to put a figure on.
Dialpad states SOC 2, HIPAA and GDPR compliance, and annual certification against ISO 27001:2022, ISO 27017:2015 and ISO 27018:2019. The last two are the cloud-specific and PII-in-cloud standards, which answers a procurement questionnaire more convincingly than ISO 27001 on its own. A Data Processing Agreement can be signed from within the product.
UK customer data stays in the UK. Transcripts, call recordings and the rest of a UK tenant’s data are all held in region, so a residency clause in a tender is answerable without qualification. Where it is a contractual condition, get it confirmed in writing for that deal.
Dialpad Connect is sold in three tiers (Standard, Pro and Enterprise), priced per user per month, with a discount for annual commitment. Pro adds the CRM integrations and multi-office management; Enterprise is quoted, not listed. Support, Sell and AI Agents are licensed separately, and AI Agents is bought on consumption.
The upper tiers carry seat minimums, and the richer AI features sit on the higher tiers, which matters more than the headline rate when you are sizing a deal. Tell us the shape of the customer and we will come back with the right tier and your pricing.
Where Dialpad Fits
We already sell three things that answer “I need a phone system”. A fourth only earns its place if you can tell in one sentence which one to pick:
| Reach for | When the customer… |
|---|---|
| TruSIP SIP Trunks | Has a phone system they are keeping and just needs the lines — or wants AI applied to every call regardless of what answers them. |
| Yeastar P-Series Cloud | Wants a straightforward hosted phone system they can brand as their own, at a price that wins on the second page of the quote. |
| Yeastar P-Series Appliance | Needs the hardware on site — data residency, a mass of analogue, or unreliable connectivity. |
| DSTNY | Wants fixed and mobile convergence, or Teams calling, delivered as a managed cloud service. |
| Dialpad | Runs a contact centre, a sales floor or a service desk, measures what happens on the calls, and has been asked by the board what they are doing about AI. |
What You Get From TruSIP
Dialpad builds the platform. What you buy from us is the platform plus everything that makes it sellable, and a UK team in Manchester who will answer the phone when a deployment does not go to plan.
Channel-Only
We are channel-only and never approach your customer. The relationship, the contract and the margin stay where they belong.
Pre-Sales That Knows It
AI is easy to demo badly. We will take the call with you, run the demo, and tell you when Dialpad is the wrong answer for that customer.
Training
Training for your engineers and your sales people, so the knowledge lives in your business rather than in ours.
UK-Based Team
People in Manchester who know the platform and pick up the phone. No overseas ticket queue.
We’ll Build It If You Want
Installation and configuration for the deployments you would rather hand over, delivered under your name.
One Supplier
Dialpad sits alongside your trunks and connectivity: one relationship, with a team who already know your business.
Dialpad: Common Questions
The questions partners ask first. Where we do not have a full answer yet, we have said so.
What is Dialpad, in one sentence?
A cloud communications platform carrying the phone system, the contact centre and the sales floor on one stack, with Dialpad’s own speech AI running across all of it: transcription, sentiment, summaries and live coaching, built in rather than integrated from elsewhere.
How is this different from Yeastar or DSTNY?
All three will answer “I need a hosted phone system”. Pick Dialpad when the customer’s problem is what happens inside the conversation: quality, coaching, compliance, call deflection. Pick one of the others when the problem is the cost of dial tone. See Where Dialpad Fits. Dialpad is not the cheap option and should not be pitched as one.
Is the AI included, or an add-on?
Included. Dialpad has been building its own speech recognition since 2018 and runs its own model, DialpadGPT, so transcription, recaps, sentiment and coaching come with the platform. AI Agents is the exception: it is a separate product on consumption pricing. Note too that the richer AI features sit on the higher Connect tiers, so “included” does not mean “on every plan”.
We do not publish pricing, on this page or any other. Partner rates depend on volume and on the mix a customer takes, so a number here would be wrong for most of the people reading it. The shape is worth knowing up front: Connect is tiered per user per month with a discount for annual commitment, Support and Sell are licensed separately, and AI Agents is bought as consumption. Talk to us with the customer in mind and we will price it properly.
Dialpad invoice us, we invoice you, and you invoice your customer. You hold the end-user relationship, set the end-user price and keep the margin. We are channel-only, so we never bill your customer and never approach them.
Where is UK customer data stored?
In the UK. Transcripts, call recordings and everything else Dialpad holds for a UK tenant are stored in region, which answers the GDPR question directly rather than with a caveat. Dialpad also states GDPR compliance and offers a one-click Data Processing Agreement, and certifies annually against ISO 27001, ISO 27017 and ISO 27018. The latter two are the cloud-specific and PII-in-cloud standards, and both are worth quoting on a procurement questionnaire.
Does it work with Microsoft Teams and CRMs?
Yes. Microsoft Teams and Google Workspace on the productivity side; Salesforce, HubSpot and Zendesk on the CRM and helpdesk side. The one to demonstrate is the AI Recap writing itself back to the CRM record: it removes call write-up entirely, and that is the easiest saving to put a figure on in front of a customer.
Not yet. Dialpad is a full-stack carrier proposition today: one licence covers the platform and the calling together. That is a different shape from Yeastar, where partners commonly pair the platform with our own SIP trunks, so allow for it before you model the margin on a deal, because with Dialpad the calling is part of what you are reselling.
Bring-your-own-carrier is in development at Dialpad, who are aiming to have it by the end of 2026. If a deal turns on it, tell us and we will get you the current position from them.
Ready to explore the Dialpad opportunity?
Talk to our team about where Dialpad fits in your customer base, or ask us to walk you through a live tenant.