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Software · head to head

Dialpad Contact Center vs Freshservice

Dialpad Contact Center logo

Dialpad Contact Center

Software

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • 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; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: Dialpad Contact Center covers Voice Intelligence, Freshservice covers Incident management.

Where they differ

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

Attributes where Dialpad Contact Center and Freshservice differ
AttributeDialpad Contact CenterFreshservice
Starting price$95/month$19/month
PlatformsWeb, Desktop, Ios, AndroidWeb, Ios, Android
Founded20112010

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

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
  • Salesforce
  • HubSpot

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams

Both cover

  • SOC2
  • GDPR
  • HIPAA
  • Web support
  • Ios support
  • Android support

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 Freshservice
  • Routing and monitoring customer calls with live transcriptionnot Freshservice

Freshservice

  • IT service management and internal help desk ticketingnot Dialpad Contact Center
  • Asset management and change control for IT teamsnot 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

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

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

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

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 Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is Dialpad Contact Center or Freshservice better?
Neither clearly leads. Dialpad Contact Center starts at $95/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Dialpad Contact Center or Freshservice?
Dialpad Contact Center starts at $95/month and Freshservice at $19/month.
Does Dialpad Contact Center or Freshservice run on more platforms?
Dialpad Contact Center runs on Web, Desktop, Ios, Android. Freshservice runs on Web, Ios, Android.
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 Freshservice is typically brought in for.
What can Dialpad Contact Center do that Freshservice cannot?
Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle SOC2, GDPR, HIPAA, Web support.
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