Dialpad — AI-Powered Business Communications
Dialpad is a cloud-native communications platform that brings calling, messaging, video meetings, and AI into one app. Built from the ground up with proprietary AI, Dialpad Connect eliminates the complexity of managing separate phone, meeting, and messaging tools — and it's what Brivy IT runs internally. We deploy, configure, and support Dialpad for businesses across Utah.
Dialpad isn’t just a product we sell — it’s the platform we chose for our own business. We evaluated every major UCaaS provider and picked Dialpad because the AI transcription is built in, the admin experience is the simplest we’ve seen, and the 100% uptime SLA means we’re not explaining outages to our own team.
That firsthand experience shapes how we deploy Dialpad for our clients. We know where the configuration matters, what the admin portal can and can’t do, and how to set up dial plans that actually match how your team works. As an authorized Dialpad partner, Brivy IT handles the full deployment — from number porting to user training — so your team is productive from day one.
The Dialpad Platform
Dialpad offers three products — all sharing one AI-powered platform, one admin portal, and one app.
Dialpad Connect
Unified communications: cloud phone system, video meetings, team messaging, SMS/MMS, and AI transcription in one app. The core product for every business.
Dialpad Support
AI-powered contact center: inbound call routing, IVR, agent coaching, sentiment analysis, CSAT scoring, and supervisor dashboards for support teams.
Dialpad Sell
AI-powered sales dialer: outbound calling, in-call coaching, call recording, CRM integration, and playbook automation for sales teams.
Why Dialpad Connect Stands Out
Dialpad was built cloud-native with AI from day one — not bolted on later. That difference shows up in every feature.
Proprietary AI Built In
Dialpad Ai isn't a third-party add-on. It's trained on billions of minutes of business conversation data and runs natively in every call — transcription, summaries, action items, and coaching in real time.
One App for Everything
Phone calls, SMS, video meetings, team messaging — all in one app on desktop, mobile, and browser. No switching between tools. No siloed conversations.
100% Uptime SLA
Dual-cloud architecture guarantees 100% uptime — not 99.9%, not 99.999%. One hundred percent. Dialpad is one of the only platforms that offers this commitment.
Enterprise Compliance
SOC 2 Type II certified, HIPAA-eligible, GDPR compliant. Data encryption across all devices, PII redaction in transcriptions, and in-meeting security controls.
60-Second Admin Setup
Add users, configure routing, and manage the entire system from one admin portal. No ticket to your vendor. No waiting for provisioning. Changes take effect immediately.
Deep Integrations
Native integrations with Salesforce, HubSpot, Zendesk, Microsoft 365, Google Workspace, Slack, and 70+ other business tools — data syncs automatically.
Dialpad Ai — Built-In Intelligence
Every Dialpad plan includes AI features that other platforms charge extra for or don’t offer at all.
Real-Time Transcription
Live call transcription during every call — searchable, shareable, and available immediately. Toggle on or off per call. PII is automatically redacted.
Ai Recaps
After every call and meeting, Dialpad generates an automated summary with key discussion points and follow-up action items — sent to participants automatically.
Live Coaching
AI monitors calls in real time and surfaces relevant information, talking points, and coaching prompts to agents and reps — without the customer hearing.
Sentiment Analysis
Dialpad detects customer sentiment during calls — flagging negative interactions for supervisor attention and coaching opportunities.
Custom Ai Moments
Define keywords and phrases that matter to your business. Dialpad tracks when they come up in calls and surfaces them in analytics dashboards.
Agentic AI
Dialpad's newest capability: autonomous AI agents that handle complete customer workflows across voice and chat — from authentication to resolution without human intervention.
Core Phone System Features
Dialpad Connect replaces your on-premise phone system with everything your team needs.
Cloud VoIP Calling
Business calling from desk phones, desktop apps, mobile apps, or browser — with HD voice quality and carrier-grade reliability.
SMS & MMS Messaging
Send and receive texts from your business number — including picture messages, group threads, and automated responses.
Video Meetings
Built-in video conferencing with screen sharing, recording, virtual backgrounds, and AI transcription — no separate meeting app needed.
Team Messaging
Persistent chat channels for internal communication — threaded conversations, file sharing, and search across your entire organization.
Auto Attendant & IVR
Multi-level auto attendants with customizable greetings, menu options, and intelligent call routing — configured in minutes, not days.
Call Routing & Queues
Smart call routing by department, skill, availability, or time of day — with queue management and callback options.
Number Porting
Keep all your existing business phone numbers. Brivy IT handles the full porting process — coordinating timing with your current carrier.
Call Flip
Transfer an active call from your desk phone to your mobile (or vice versa) with one tap — no hold, no callback, no disruption.
Voicemail & Transcription
Visual voicemail with AI transcription — read your voicemails instead of listening. Messages are searchable and accessible from any device.
Call Recording
Automatic or on-demand call recording with cloud storage. Recordings include AI transcription for easy review and compliance.
Analytics Dashboard
Call volume, duration, CSAT scores, AI-detected topics, and team performance — all visible in one real-time dashboard.
Desk Phone Support
Compatible with Poly, Yealink, and other SIP phones — or go fully softphone with desktop and mobile apps.
Dialpad Support — Contact Center
For businesses with dedicated support or service teams, Dialpad Support adds contact center capabilities on the same platform.
Inbound Call Routing
IVR menus, ACD queues, skills-based routing, and priority routing — customers reach the right agent without bouncing around.
Ai Live Coach
Real-time AI coaching for agents during calls — surfacing relevant knowledge base articles, recommended responses, and objection handling.
Supervisor Dashboard
Real-time queue visibility, agent status, call metrics, and the ability to listen, whisper, or barge into live calls.
Ai CSAT Scoring
AI predicts customer satisfaction scores for every interaction — no surveys required. Managers see satisfaction trends across the team.
Ai Scorecards
Automated quality scoring of agent interactions — with AI evaluating calls against your defined criteria and coaching benchmarks.
Digital Channels
Chat, SMS, and social messaging channels for customer support — all flowing into the same agent workspace.
Downloadable Resources
Learn more about Dialpad’s AI capabilities and the case for modern business communications.
Agentic AI One-Pager
How Dialpad’s autonomous AI agents handle complete customer workflows — from authentication to resolution.
Download PDFThe Enterprise Cost of Complexity
Why simplicity wins at scale — and how fragmented communications tools create hidden enterprise costs.
Download PDFModern Communications for the Modern CIO
A whitepaper on why modern CIOs are moving to cloud-native, AI-first communications platforms.
Download PDF- ✓Replacing an aging PBX or on-premise phone system
- ✓Want AI transcription and call summaries built into every call
- ✓Need one app for calling, messaging, video, and SMS
- ✓Multiple locations or remote/hybrid workforce
- ✓Want a platform with 100% uptime SLA
- ✓Need HIPAA-eligible or SOC 2 compliant communications
- ✗Need a phone for one desk with no internet connection
- ✗Require on-premise PBX with no cloud component
- ✗Looking for consumer VoIP (residential service)
- ✗Already locked into a long-term competing UCaaS contract
Why Brivy IT for Dialpad
- We use it ourselves: Dialpad is Brivy IT’s phone system. We deploy what we trust.
- System design before deployment: We map your call flow, auto attendants, queues, and routing before anything is configured
- Number porting managed end-to-end: We coordinate with your current carrier so there’s zero downtime during the switch
- Phone provisioning: Desk phones arrive pre-configured and ready to plug in
- CRM and tool integration: Salesforce, HubSpot, Zendesk, Microsoft 365, Google Workspace — connected from day one
- User training: We train your team on the desktop app, mobile app, and AI features so adoption is immediate
- Ongoing support: Adds, moves, changes, and troubleshooting handled by our local Utah team — not a generic help desk
| Capability | Dialpad Connect | Dialpad Support | Dialpad Sell |
|---|---|---|---|
| Cloud VoIP Calling | Yes | Yes | Yes |
| Video Meetings | Yes | Yes | Yes |
| Team Messaging & SMS | Yes | Yes | Yes |
| Ai Transcription & Recaps | Yes | Yes | Yes |
| Auto Attendant & IVR | Yes | Advanced IVR | N/A |
| Call Queues & Routing | Yes | Skills-Based | N/A |
| Ai Live Coaching | No | Yes | Yes |
| Ai CSAT Scoring | No | Yes | No |
| Supervisor Dashboards | No | Yes | No |
| Power Dialer | No | No | Yes |
| CRM Integration | Yes | Yes | Deep CRM |
| Digital Channels (Chat, Social) | No | Yes | No |
| 100% Uptime SLA | Enterprise tier | Enterprise tier | Enterprise tier |
Frequently Asked Questions
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AI-powered calling, messaging, video, and customer engagement — deployed and supported by a team that uses it every day.
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