Dialpad is an AI-powered, cloud-based communication platform that enables businesses to integrate communication, customer service, and sales processes. The company offers a versatile solution that includes voice calls, messaging, video conferencing, and artificial intelligence features for a wide range of users, from call centers to small businesses. Designed to meet the needs of organizations operating under remote or hybrid work models, the platform consolidates all forms of communication under a single interface.

Foundation and Development

Dialpad was founded in 2011 in the United States. From its inception, the company focused on delivering cloud-based communication solutions. In 2018, it acquired the AI startup TalkIQ, significantly enhancing its capabilities in this area. TalkIQ’s solutions in natural language processing (NLP) and speech analytics, developed over more than four years, were integrated into Dialpad’s platform, laying the foundation for features such as call analysis, real-time transcription, and user coaching.

In subsequent years, the company advanced its AI competencies by developing its proprietary large language model, DialpadGPT. Trained on tens of billions of minutes of voice communication data, this model has improved the accuracy of Dialpad's automatic speech recognition (ASR) systems.

Product Portfolio and Platform Features

Dialpad's product portfolio is organized into three main categories tailored to various communication needs: Dialpad Connect, Dialpad Support, and Dialpad Sell. Each product is enhanced by integrated AI capabilities.

Dialpad Connect is a unified communication solution that consolidates voice calls, text messaging, and video conferencing for employees and teams on a single platform. It includes functionalities such as real-time transcription, meeting summaries, and post-meeting action items.

Dialpad Support is a customer service product developed for call centers. It offers multichannel support, provides live coaching to agents, generates customer satisfaction analyses, and processes feedback to create performance reports.

Dialpad Sell is a tool designed for sales teams, incorporating optimized calling, tracking, and recommendation mechanisms. It provides real-time AI-assisted guidance during sales calls and offers automation features aimed at increasing the effectiveness of interactions.

Artificial Intelligence Infrastructure

Dialpad’s AI engine is built on its proprietary model, DialpadGPT. This model supports functionalities including automatic speech recognition (ASR), natural language processing (NLP), sentiment analysis, named entity recognition, and data redaction. It transcribes conversations in real time across various contexts—from meetings to call centers—and processes and analyzes user feedback.

The platform also includes a PII Redaction feature that automatically detects and removes sensitive personal data, such as credit card and identification numbers, from call recordings to ensure privacy. Additionally, Dialpad provides advanced contact center features including IVR (Interactive Voice Response), automated call routing, sentiment analysis, call scoring, screen recording, and post-call surveys.

Security, Privacy, and Compliance

Dialpad implements enterprise-level security measures and regulatory compliance protocols. All voice and written communications are protected using TLS (Transport Layer Security) during transmission and AES-256 bit encryption at rest. The platform supports end-to-end encrypted calls through WebRTC (Web Real-Time Communication) and SRTP (Secure Real-Time Transport Protocol).

The system enables role-based access control at both the user and organizational levels, allowing for the assignment of administrative privileges across different access tiers. Single sign-on (SSO) functionality is available through integration with providers such as Okta, Google Workspace, and Azure AD.

Dialpad holds several security and privacy certifications, including SOC 2 Type II, HIPAA, ISO 27001, ISO 27017, ISO 27018, GDPR (General Data Protection Regulation), and CSA STAR. It also provides Data Processing Agreements (DPAs) to ensure compliance with regional data protection regulations.

Use Cases and Customer Base

Dialpad is utilized across various sectors, including education, automotive, healthcare, and software. Its user base includes global organizations such as Uber, Netflix, RE/MAX, T-Mobile, Randstad, Johns Hopkins University, Azusa Pacific University, and WeWork. The company provides solutions in areas such as campus-wide communication, virtual classroom infrastructure, customer relationship management, sales, and support services. It offers customizable plans and integration options for organizations of different sizes, from small businesses to multinational enterprises.

Dialpad integrates with numerous enterprise software solutions, including Salesforce, Microsoft Teams, Google Workspace, Zendesk, HubSpot, Zoho, and ServiceNow. Its open API support allows institutions to develop tailored automations and workflows. User provisioning, number assignment, and call routing can be managed centrally via an administrative dashboard.

Infrastructure and Performance

Dialpad operates on a dual-cloud architecture that ensures high availability, enterprise-grade resilience, and scalability. The company guarantees 100% uptime and delivers its services via the Google Cloud infrastructure. Users can access the platform through applications on iOS, Android, Windows, Mac, or via web browsers.

Future Outlook

Dialpad continues to invest in research and development to make AI-powered communication technologies widely accessible. In 2023, the company expanded its product portfolio to release a new AI feature each month. Its long-term vision includes enabling more predictive and personalized business processes based on real-time customer interaction analysis. Future developments are expected to include industry-specific AI models, enhanced sentiment and contextual analysis, built-in regulatory compliance modules, and multilingual support for global expansion.