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Customer Support · head to head

Dialpad Contact Center vs Heap

Dialpad Contact Center logo

Dialpad Contact Center

Customer Support

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite
Heap logo

Heap

SaaS

Product analytics for the modern product team

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Heap 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; Heap no built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • They diverge on capability: Dialpad Contact Center covers Voice Intelligence, Heap covers Autocapture.

Where they differ

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

Attributes where Dialpad Contact Center and Heap differ
AttributeDialpad Contact CenterHeap
Starting price$95/monthFree
Pricing modelsubscriptionUnknown
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, iOS, Android
CategoryCustomer SupportSaaS
Founded20112013

Identical on both: user rating (Not yet rated).

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
  • Zendesk
  • ServiceNow

Only in Heap

  • Autocapture
  • Retroactive analytics
  • Session replay
  • Funnel analysis
  • User segmentation
  • Path analysis
  • Data science
  • Virtual events

Both cover

  • Salesforce
  • HubSpot
  • SOC2
  • GDPR

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 Heap
  • Routing and monitoring customer calls with live transcriptionnot Heap

Heap

  • User behavior analysisnot Dialpad Contact Center
  • Conversion optimizationnot Dialpad Contact Center
  • Product adoptionnot Dialpad Contact Center
  • Customer journey mappingnot Dialpad Contact Center
  • A/B testing analysisnot 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

Heap

  • No built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • Group analytics and advanced features require a sales conversation, not self-serve
  • Cloud-only deployment; no self-hosted option for data security or compliance requirements
  • Session replay lacks developer debugging tools compared to PostHog
  • Pricing for Growth and Pro plans requires direct sales contact; no transparency on how pricing scales

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

Heap

Free
  • FreeFree
    • Up to 10,000 monthly sessions
    • Basic charts
    • 6 months data history
  • Growth$null/custom
    • Custom session pricing
    • Sense AI assistant
    • 12 months data history
  • Pro$null/custom
    • Custom session pricing
    • Account analytics
    • Engagement matrix
  • Premier$null/custom
    • Custom session pricing
    • Data warehouse integration
    • Unlimited projects

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 Heap if

  • You need autocapture.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want retroactive analytics.
Heap review

Questions people ask

Is Dialpad Contact Center or Heap better?
Neither clearly leads. Dialpad Contact Center starts at $95/month and Heap at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Dialpad Contact Center or Heap?
Heap has a free tier; the other does not. Paid plans start at $95/month for Dialpad Contact Center and Free for Heap.
Does Dialpad Contact Center or Heap run on more platforms?
Dialpad Contact Center runs on Web, Desktop, Ios, Android. Heap runs on Web, iOS, Android.
Can I use Heap for free?
Yes. Heap 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 Heap is typically brought in for.
What can Dialpad Contact Center do that Heap cannot?
Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Heap covers Autocapture, Retroactive analytics, Session replay, Funnel analysis. Both handle Salesforce, HubSpot, SOC2, GDPR.

Answered from the vendors’ own pages

Heap: What does Heap's autocapture feature do?

Heap's autocapture is a single code snippet that automatically captures every click, swipe, tap, pageview, and form fill on your website and apps without requiring manual event setup. Once installed, Heap captures the entire digital experience of every user on every platform with no ongoing engineering maintenance needed.

Source
Heap: What are Heap's pricing plans and how much do they cost?

Heap offers a Free plan for up to 10,000 monthly sessions. Growth, Pro, and Premier plans use custom session-based pricing that requires contacting sales for a quote. Free includes basic charts and 6 months data history. Growth adds the Sense AI assistant. Pro adds account analytics. Premier adds data warehouse integration and dedicated customer success management.

Source
Heap: Does Heap include session replay and A/B testing?

Heap includes integrated session replay showing exactly what users did on your site. However, Heap does not include built-in A/B testing or feature flags. Teams requiring these capabilities must use separate tools or integrate with third-party platforms.

Source
Heap: What integrations does Heap support?

Heap supports over 100 integrations connecting to business tools including marketing platforms, CRMs, and data warehouses. This allows insights to reach relevant teams and ensures data flows to other business systems automatically.

Source
Heap: Does Heap offer self-hosting or is it cloud-only?

Heap is cloud-only and does not offer self-hosted options. Organizations requiring on-premises deployment should consider alternatives like PostHog which supports self-hosting alongside its cloud product.

Source
Heap: What is Sense and how does it help with analytics?

Sense Chat is Heap's AI assistant that enables users to access analytics without extensive technical knowledge. It allows teams to ask questions about user behavior and get answers directly without lengthy onboarding or technical expertise, making insights more accessible to non-technical stakeholders.

Source
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