AmplifAI vs Dialpad Ai Contact Center

by Gralio Feb 25, 2025

AmplifAI and Dialpad Ai Contact Center both use AI to enhance contact center operations. AmplifAI focuses on agent performance management and coaching, while Dialpad offers a full-featured contact center platform. Choose AmplifAI if you need a dedicated tool for improving agent performance. Choose Dialpad if you're looking for a complete contact center solution with built-in AI capabilities.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 267 reviews and 60 websites, saving 1 hour, 59 minutes of reading.

AmplifAI

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Dialpad Ai Contact Center

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About

AmplifAI is an AI-powered platform designed for contact centers to improve employee performance and customer experience. It collects data from various systems to provide a comprehensive view of agent performance and identifies areas for improvement. AmplifAI offers AI-driven coaching recommendations, automates quality assurance tasks, and uses gamification to motivate agents. This data-driven approach aims to improve key metrics like customer satisfaction (CSAT) and sales conversion rates, while also boosting agent productivity and engagement.

Dialpad Ai Contact Center is a cloud-based contact center platform designed for businesses of all sizes. It offers a range of features such as call routing, IVR, and analytics, all powered by artificial intelligence. Dialpad's standout feature is its use of AI to automate tasks, provide real-time insights during calls, and improve agent performance. It aims to simplify contact center operations, enhance customer satisfaction, and increase efficiency.

Summary

Main difference

AmplifAI is a performance management and coaching tool for contact centers, using AI to analyze agent performance and provide recommendations. Dialpad Ai Contact Center is a comprehensive cloud-based contact center platform with AI-powered features like call routing, IVR, and real-time insights during calls.

Relative strengths of AmplifAI (compared to Dialpad Ai Contact Center)

Stronger focus on agent performance improvement through AI-driven coaching and gamification.
Integrates data from various sources to give a holistic view of agent performance.
Automates quality assurance tasks, reducing manual effort and improving efficiency.

Relative weaknesses of AmplifAI (compared to Dialpad Ai Contact Center)

Lacks the broader contact center features like call routing and IVR offered by Dialpad.
Pricing information isn't readily available, requiring direct contact with sales.
Limited information available on integrations with other platforms.

What companies are using AmplifAI and Dialpad Ai Contact Center?

No data

Who should use AmplifAI VS. Dialpad Ai Contact Center

AmplifAI is an AI-powered platform for contact centers seeking to elevate agent performance and customer experience. By analyzing data from various sources, AmplifAI offers tailored coaching, automates quality assurance, and uses gamification to boost agent engagement and productivity, ultimately improving CSAT and sales conversions. It's best for enterprise-level contact centers in industries like retail and finance.

Dialpad Ai Contact Center is a cloud-based solution ideal for businesses seeking enhanced customer support and sales operations. Users praise its real-time AI features like live call transcriptions and sentiment analysis, alongside seamless integrations and user-friendly interface. However, some users have noted occasional inaccuracies in AI transcriptions and limited customization for industry-specific terminology. Despite these drawbacks, Dialpad effectively streamlines communication with AI-powered call summaries and automated tools, empowering businesses to improve efficiency and customer satisfaction.

Best for enterprise businesses (1000+ employees).
Ideal for contact centers in retail, finance, healthcare, and hospitality.

Best fit for small to medium-sized businesses and enterprises.
Suitable for various industries seeking AI-powered communication solutions.

AmplifAI and Dialpad Ai Contact Center features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Platform Overview

Not supported

AmplifAI does not offer sustainability management features.

Not supported

Dialpad Ai Contact Center is not designed for managing sustainability efforts.
Data Integration

Not supported

AmplifAI's data integration focuses on contact centers, not sustainability.

Not supported

Data integration is supported, but not specifically for sustainability.
Sustainability Performance Management

Not supported

AmplifAI does not support sustainability performance management.

Not supported

Dialpad Ai Contact Center does not support sustainability performance management.
Power dialing

Not supported

AmplifAI does not offer power dialing.

Not supported

Dialpad offers a power dialer that automates dialing, but not simultaneously for each agent.
Manual dialing

Unknown

Manual dialing is not mentioned in the documentation.

Partially supported

Manual dialing is likely supported but not explicitly confirmed.
Call logging

Supported

AmplifAI uses call recordings for coaching and QA, implying call logging.

Supported

Dialpad Ai Contact Center records detailed call logs, including origin, destination, duration, and more.

Qualities

Value and Pricing Transparency

No data

No data
Customer Service

No data

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Ease of Use

No data

No data
Reliability and Performance

No data

No data
Ease of Implementation

No data

No data
Scalability

No data

No data

AmplifAI and Dialpad Ai Contact Center Pricing

No data

We couldn't find a pricing page for AmplifAI.

Dialpad offers three pricing plans: Standard, Pro, and Enterprise. The Standard and Pro plans offer a discount for annual billing. The Enterprise plan requires contacting sales for pricing details.

Plans

See full Pricing page

AmplifAI and Dialpad Ai Contact Center review insights

Users love

Performance dashboards for various roles (agents, supervisors, trainers, QA, leadership).
AI-driven coaching recommendations and Next Best Actions.
Centralized platform for KPIs, Quality metrics, and goals.
Coaching packages with job aids and micro-learning resources.
Gamification features motivate agents and improve engagement.

Real-time AI features like live call transcriptions and sentiment analysis (when accurate).
AI-powered call summaries and action item extraction.
Seamless integration with other tools and easy-to-use interface.
Call recording and screen recording features for quality assurance and review.
Different queuing systems with customizable priority levels.
Cloud-based system with minimal on-premise hardware.
User-friendly interface and easy implementation.
Mobile app allows access from anywhere.
Helpful AI-driven tips during calls.
Real-time visibility of call queues and client issues.

Users dislike

Slow loading times, especially with multiple users.
Password reset process is slow.
Detailed task data extraction is needed, including Hot Topic titles.
Repetitive training videos for the same topics. Needs more variety and advanced content for recurring issues.
UI/UX could be more modern and sleek.

Inaccurate AI transcriptions and sentiment analysis can lead to misunderstandings.
Occasional lag or glitches disrupt workflow.
Limited customization for tagging healthcare-specific terminology.
Reporting is limited, lacking detailed metrics like longest wait time.
Limited real-time monitoring capabilities, requires constant refreshing for agent status.
No aggregated reporting across multiple contact centers.
Lacks email and chat reporting features.
Digital engagement tools (email, chat, SMS) are basic and lack reporting.
Not PCI compliant on IVRs for payment processing.
AI summaries and call recordings can be delayed, impacting call handling times.
Randomly marks agents as "off duty," causing missed calls.

AmplifAI and Dialpad Ai Contact Center Ratings

G2

4.7/5

(20)
Glassdoor

4.5/5

(11)

G2

4.3/5

(266)
Glassdoor

4.3/5

(384)

Company health

Employee growth

23% increase in the last year

14% increase in the last year

Web traffic

20% decrease in the last quarter

11% decrease in the last quarter

Financing

December 2021 - $22M

September 2022 - $450M

How reliable is Dialpad's real-time AI transcription feature for agents?

Dialpad's real-time AI transcription feature for agents has mixed reliability. While users appreciate the live transcriptions and sentiment analysis when they are accurate, they also report inaccuracies that can lead to misunderstandings. Occasional lags and glitches further impact the reliability of this feature.

Which product offers more robust reporting features for contact center metrics?

Dialpad offers more robust reporting features compared to AmplifAI. While AmplifAI mentions performance reports including call metrics, Dialpad boasts AI-powered call summaries, real-time transcriptions, sentiment analysis, and action item extraction. However, user reviews of Dialpad reveal some limitations in reporting, especially regarding detailed metrics, aggregated reports across multiple contact centers, and digital channel reporting. Despite these limitations, Dialpad still appears to offer more comprehensive reporting options than AmplifAI's basic call metrics.

What are the advantages of AmplifAI?

AmplifAI focuses on AI-driven coaching and performance improvement for contact center agents, using data analysis and gamification to boost key metrics like CSAT and sales conversion rates. It's particularly suited for enterprise-level businesses in retail, finance, healthcare, and hospitality.

What are the disadvantages of AmplifAI?

AmplifAI lacks readily available information on pricing transparency, customer service quality, ease of use, reliability, implementation process, and scalability. It also has limited publicly available user reviews compared to alternatives, making it harder to assess potential downsides based on user experience. Finally, its focus on contact centers might make it less suitable for businesses needing broader communication solutions.

Alternatives to AmplifAI and Dialpad Ai Contact Center

HubSpot Sales Hub

HubSpot Sales Hub is a sales software platform designed to help mid-sized and growing businesses streamline and automate their sales processes. It offers tools for managing contacts, tracking deals, sending emails, and analyzing sales performance. Its focus is on providing a user-friendly interface and a suite of integrated tools that work together seamlessly. HubSpot Sales Hub aims to improve sales efficiency, increase productivity, and drive revenue growth by providing a centralized system for managing all aspects of the sales pipeline.

Talkdesk

Talkdesk is a cloud-based contact center software that uses AI to improve customer experience. It offers tools like automated call routing, self-service options, and analytics to help businesses of all sizes manage customer interactions. Talkdesk focuses on simplifying complex contact center operations, promising increased efficiency, reduced costs, and improved customer satisfaction. Its AI features aim to streamline tasks, provide data-driven insights, and personalize customer journeys.

LinkedIn Recruitment Marketing

LinkedIn Recruitment Marketing helps you find and attract great candidates on LinkedIn. Use it to build a strong employer brand, run targeted ad campaigns to reach the right people, and manage your talent pool all in one place. This platform is a good fit for businesses of all sizes who are looking to improve their recruiting efforts.

Verint Voice of the Customer

Verint Voice of the Customer is a software solution that helps you understand and improve customer experience. It collects and analyzes customer feedback from various channels, providing insights to improve products, services, and customer interactions. It offers tools for surveys, web and mobile feedback, and reporting to measure customer sentiment and loyalty. This solution suits mid-sized to large businesses aiming to gain a comprehensive view of their customers' experiences.

Flutter

Flutter is Google's free toolkit for building beautiful, natively compiled applications for mobile, web, and desktop from a single codebase. It's used by startups and large organizations to create high-performance, visually attractive apps with a consistent user experience across platforms.

Aloware

Aloware is a cloud-based contact center software designed for small to medium-sized businesses in the US. It helps manage sales and customer interactions through phone calls, text messaging, and automation, all within a single platform. Aloware integrates with popular CRMs like HubSpot and Salesforce, enabling businesses to streamline communication, track customer interactions, and improve sales team efficiency. Key features include a power dialer, automated texting, AI-powered voice analytics, and tools to ensure compliant calling practices.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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