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Software · head to head

Dialpad Contact Center vs Help Scout

Dialpad Contact Center logo

Dialpad Contact Center

Software

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite
Help Scout logo

Help Scout

Software

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Help Scout 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; Help Scout the free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • They diverge on capability: Dialpad Contact Center covers Voice Intelligence, Help Scout covers Shared inbox.

Where they differ

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

Attributes where Dialpad Contact Center and Help Scout differ
AttributeDialpad Contact CenterHelp Scout
Starting price$95/monthFree
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, Ios, Android

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown), founded (2011).

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 Help Scout

  • Shared inbox
  • Knowledge base
  • Live chat
  • Customer profiles
  • Workflows
  • Reporting
  • Slack
  • Jira

Both cover

  • Salesforce
  • HubSpot
  • 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 Help Scout
  • Routing and monitoring customer calls with live transcriptionnot Help Scout

Help Scout

  • Shared inbox and help desk for customer support teamsnot Dialpad Contact Center
  • Publishing a knowledge base alongside email and chat supportnot 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

Help Scout

  • The free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • Inboxes are rationed by plan, at 1 on free, 5 on Plus and 10 on Pro
  • Each plan also caps users, at 25 on Standard and 50 on Plus
  • The Pro plan at $75 per user per month carries a 10 user minimum, so the entry cost is $750 a month
  • SSO, SAML and HIPAA compliance are Pro only
  • AI Answers is billed separately at $0.75 per resolution on top of the seat 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

Help Scout

Free
  • Standard$20/month
    • 2 mailboxes
    • 1 Docs site
    • Email & live chat
  • Plus$40/month
    • 5 mailboxes
    • Custom fields
    • Advanced permissions
  • Pro$65/month
    • 25 mailboxes
    • Enterprise security
    • HIPAA compliance

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 Help Scout if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Help Scout review

Questions people ask

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

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