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Customer Support · head to head

Salesforce Service Cloud vs Dialpad Contact Center

Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
Dialpad Contact Center logo

Dialpad Contact Center

Customer Support

AI-powered cloud contact center

From
$95/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers; 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: Salesforce Service Cloud covers Case management, Dialpad Contact Center covers Voice Intelligence.

Where they differ

Only the attributes on which Salesforce Service Cloud and Dialpad Contact Center actually diverge.

Attributes where Salesforce Service Cloud and Dialpad Contact Center differ
AttributeSalesforce Service CloudDialpad Contact Center
Starting price$25/month$95/month
PlatformsWeb, Ios, AndroidWeb, Desktop, Ios, Android
Founded19992011

Identical on both: pricing model (subscription), free tier (No), 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 Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Salesforce CRM
  • Slack
  • MuleSoft

Only in Dialpad Contact Center

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

Both cover

  • Analytics
  • SOC2
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

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

Salesforce Service Cloud

  • Enterprise customer servicenot Dialpad Contact Center
  • Field servicenot Dialpad Contact Center
  • Self-service portalsnot Dialpad Contact Center
  • AI-powered supportnot Dialpad Contact Center

Dialpad Contact Center

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

Where each one falls short

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

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

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

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

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 Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud 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 Salesforce Service Cloud or Dialpad Contact Center better?
Neither clearly leads. Salesforce Service Cloud starts at $25/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, Salesforce Service Cloud or Dialpad Contact Center?
Salesforce Service Cloud starts at $25/month and Dialpad Contact Center at $95/month.
Does Salesforce Service Cloud or Dialpad Contact Center run on more platforms?
Salesforce Service Cloud runs on Web, Ios, Android. Dialpad Contact Center runs on Web, Desktop, Ios, Android.
What is Salesforce Service Cloud best used for?
Salesforce Service Cloud is most often used for enterprise customer service, field service, self-service portals, ai-powered support. Of those, enterprise customer service and field service are not what Dialpad Contact Center is typically brought in for.
What can Salesforce Service Cloud do that Dialpad Contact Center cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Both handle Analytics, SOC2, HIPAA, Web support.
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