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Customer Support · head to head

Dialpad Contact Center vs Freshdesk

Dialpad Contact Center logo

Dialpad Contact Center

Customer Support

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite
Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Freshdesk has a free tier, so it costs nothing to try first.
  • Each has a real cost: 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; Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards
  • They diverge on capability: Dialpad Contact Center covers Voice Intelligence, Freshdesk covers Ticketing.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Dialpad Contact Center and Freshdesk differ
AttributeDialpad Contact CenterFreshdesk
Starting price$95/monthFree
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb
Founded20112010

Identical on both: pricing model (subscription), 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 Dialpad Contact Center

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

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Both cover

  • Salesforce
  • SOC2
  • GDPR
  • HIPAA

What people use each for

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

Dialpad Contact Center

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

Freshdesk

  • Help desk and ticketing systemnot Dialpad Contact Center
  • Customer support portal and knowledge basenot Dialpad Contact Center
  • Multi-channel support coordinationnot Dialpad Contact Center
  • AI-assisted support agent interactionnot Dialpad Contact Center

Where each one falls short

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

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

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Pricing, plan by plan

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

Freshdesk

Free
  • Growth$19/month per agent
    • Basic ticketing, shared inbox, customer portal
    • Freddy AI Agent (500 sessions included)
    • Billed annually, 20% discount vs. monthly
  • Pro$55/month per agent
    • Multilingual support, custom dashboards
    • Intelligent routing, multiple SLA policies
    • Billed annually, 20% discount vs. monthly
  • Enterprise$89/month per agent
    • Skill-based routing, audit logs, IP whitelisting
    • Freddy AI Insights
    • Billed annually, 20% discount vs. monthly

Which should you pick?

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

Choose Freshdesk if

  • You need ticketing.
  • You want to start without paying.
  • You also want automation.
Freshdesk review

Questions people ask

Is Dialpad Contact Center or Freshdesk better?
Neither clearly leads. Dialpad Contact Center starts at $95/month and Freshdesk at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Dialpad Contact Center or Freshdesk?
Freshdesk has a free tier; the other does not. Paid plans start at $95/month for Dialpad Contact Center and Free for Freshdesk.
Does Dialpad Contact Center or Freshdesk run on more platforms?
Dialpad Contact Center runs on Web, Desktop, Ios, Android. Freshdesk runs on Web.
Can I use Freshdesk for free?
Yes. Freshdesk has a free tier, so you can try it without paying. Dialpad Contact Center starts at $95/month.
What is Dialpad Contact Center best used for?
Dialpad Contact Center is most often used for cloud contact centre with voice, messaging and ai assistance, routing and monitoring customer calls with live transcription. Of those, cloud contact centre with voice, messaging and ai assistance and routing and monitoring customer calls with live transcription are not what Freshdesk is typically brought in for.
What can Dialpad Contact Center do that Freshdesk cannot?
Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Both handle Salesforce, SOC2, GDPR, HIPAA.

Answered from the vendors’ own pages

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
Freshdesk: What is Freshdesk's Growth plan pricing?

The Growth plan costs $19 per agent per month when billed annually and includes basic ticketing, shared inbox, customer portal, and 500 Freddy AI Agent sessions.

Source
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
Freshdesk: Does Freshdesk offer a free trial?

Freshdesk offers a 14-day free trial with full Enterprise plan access, allowing customers to test all features before committing.

Source
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
Freshdesk: What is the difference between Freshdesk plans?

Growth ($19/agent) provides basics; Pro ($55/agent) adds multilingual support and advanced routing; Enterprise ($89/agent) includes skill-based routing and audit logs. All prices are annual billing rates.

Source
Freshdesk: What are Freshdesk's add-on costs?

Optional add-ons include Freddy AI Copilot at $29/agent/month, additional AI Agent sessions at $49 per 100 sessions, and day passes at $2-$12 per pass.

Source
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