Softwr

Software · head to head

Freshservice vs Dialpad Contact Center

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Dialpad Contact Center logo

Dialpad Contact Center

Software

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite

The short version

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

Where they differ

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

Attributes where Freshservice and Dialpad Contact Center differ
AttributeFreshserviceDialpad Contact Center
Starting price$19/month$95/month
PlatformsWeb, Ios, AndroidWeb, Desktop, Ios, Android
Founded20102011

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 Freshservice

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

Only in Dialpad Contact Center

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

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.

Freshservice

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

Dialpad Contact Center

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

Where each one falls short

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

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

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

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

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 Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice 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 Freshservice or Dialpad Contact Center better?
Neither clearly leads. Freshservice starts at $19/month 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, Freshservice or Dialpad Contact Center?
Freshservice starts at $19/month and Dialpad Contact Center at $95/month.
Does Freshservice or Dialpad Contact Center run on more platforms?
Freshservice runs on Web, Ios, Android. Dialpad Contact Center runs on Web, Desktop, Ios, Android.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Dialpad Contact Center is typically brought in for.
What can Freshservice do that Dialpad Contact Center cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Both handle SOC2, GDPR, HIPAA, Web support.
ShareXLinkedInRedditWhatsAppEmail

Related pages

More on Freshservice

More on Dialpad Contact Center

Keep looking

Other head to heads