Softwr

Customer Support · head to head

Cresta vs Dialpad Contact Center

Cresta logo

Cresta

Customer Support

Real-time AI coaching and autonomous agents that sit on top of an existing contact centre platform

From
On request
Rated
-
Full reviewWebsite
Dialpad Contact Center logo

Dialpad Contact Center

Customer Support

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Cresta cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.; Dialpad Contact Center the AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • They diverge on capability: Cresta covers Real-time agent assist, Dialpad Contact Center covers Voice Intelligence.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Cresta and Dialpad Contact Center actually diverge.

Attributes where Cresta and Dialpad Contact Center differ
AttributeCrestaDialpad Contact Center
Starting priceOn request$95/month
Pricing modelquotesubscription
PlatformsWeb, APIWeb, Desktop, Ios, Android
FoundedUnknown2011

Identical on both: free tier (No), user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Cresta

  • Real-time agent assist
  • Autonomous AI Agent
  • Conversation intelligence
  • Automated quality management
  • Behavioural coaching
  • Knowledge surfacing
  • Multilingual deployment
  • Supervisor dashboards

Only in Dialpad Contact Center

  • Voice Intelligence
  • Real-time transcription
  • Sentiment analysis
  • Agent coaching
  • Quality assurance
  • Analytics
  • Salesforce
  • HubSpot

What people use each for

The jobs each tool is most often brought in to do.

Cresta

  • A 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent Genesys deploymentnot Dialpad Contact Center
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Dialpad Contact Center
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Dialpad Contact Center
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Dialpad Contact Center

Dialpad Contact Center

  • Cloud contact centre with voice, messaging and AI assistancenot Cresta
  • Routing and monitoring customer calls with live transcriptionnot Cresta

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Cresta

  • Cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • Pricing is not published and contracts are seat-based and annual at enterprise scale, which in practice means six-figure commitments and a procurement cycle measured in months rather than weeks.
  • Real-time guidance only pays back where conversation outcomes are measurable and repeatable, so support teams handling long, varied, low-volume cases rarely recover the licence cost.
  • Deploying real-time assist requires agents to accept on-screen prompting mid-call, and contact centres with strong union representation or experienced tenured agents frequently see adoption resistance that no amount of model quality fixes.
  • Automated quality scoring changes what agents are measured on, and organisations that switch from human QA without rewriting their evaluation rubric and appeals process create industrial-relations problems that surface months after go-live.

Dialpad Contact Center

  • The AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • No per user price, seat minimum or feature comparison is published for any plan
  • The pricing page directs every enquiry to sales or an ROI calculator instead of stating a rate

Pricing, plan by plan

Cresta

On request
  • Cresta$undefined/year
    • AI Agent
    • Agent Assist
    • Conversation Intelligence

Dialpad Contact Center

$95/month
  • Essentials$95/month
    • Voice
    • Real-time AI
    • Analytics
  • Advanced$135/month
    • Essentials + Digital
    • WFM
    • Custom integrations
  • Premium$170/month
    • Advanced + Full suite
    • SLA guarantee

Which should you pick?

Choose Cresta if

  • You need real-time agent assist.
  • You work on Web, API.
  • You also want autonomous ai agent.
Cresta review

Choose Dialpad Contact Center if

  • You need voice intelligence.
  • You work on Web, Desktop, Ios, Android.
  • You also want real-time transcription.
Dialpad Contact Center review

Questions people ask

Is Cresta or Dialpad Contact Center better?
Neither clearly leads. Cresta starts at On request and Dialpad Contact Center at $95/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Cresta or Dialpad Contact Center?
Cresta starts at On request and Dialpad Contact Center at $95/month.
Does Cresta or Dialpad Contact Center run on more platforms?
Cresta runs on Web, API. Dialpad Contact Center runs on Web, Desktop, Ios, Android.
What is Cresta best used for?
Cresta is most often used for a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment, an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence, a retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claims, a contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scores. Of those, a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment and an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence are not what Dialpad Contact Center is typically brought in for.
What can Cresta do that Dialpad Contact Center cannot?
Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management. Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching.

Answered from the vendors’ own pages

Cresta: Does Cresta replace my contact centre platform?

No. It is designed to sit on top of NICE, Genesys, Five9, Amazon Connect and similar platforms, which is why it is chosen where a full CCaaS migration is not feasible.

Dialpad Contact Center: How does Dialpad pricing work?

Dialpad uses conversation-based pricing where you purchase a pool of AI Agent Credits. Customers are charged only when AI delivers value by retrieving information or executing actions like scheduling or order lookup.

Source
Cresta: What does it cost?

Cresta does not publish pricing. Contracts are seat-based and annual, and at the enterprise scale it sells into they are typically six figures per year.

Dialpad Contact Center: What is Dialpad's free trial offer?

Dialpad offers a "Try free" option, but the page does not specify the trial duration or terms. Customers can also request a demo from the sales team.

Source
Cresta: Is it viable for a contact centre under 100 seats?

Rarely. The commercial model, implementation effort and required outcome measurement all assume several hundred seats or more.

Dialpad Contact Center: Does Dialpad charge for idle time?

No. Dialpad's conversation-based model only charges when the AI actively does work. If no work is done, there are no charges.

Source
Cresta: Who owns Cresta?

It is an independent venture-backed company, having raised roughly 282 million USD in total including a 125 million USD Series D in November 2024 co-led by World Innovation Lab and the Qatar Investment Authority.

Share

Related pages

More on Cresta

More on Dialpad Contact Center

Keep looking

Other head to heads