Identifying the ideal Contact Center as a Service (CCaaS) solution for your business can be a complicated and labor-intensive process. With so many platforms and providers competing in the marketplace and rankings constantly fluctuating, it’s hard to choose with confidence that you won’t regret your choice later.
That’s where the Stratosphere Networks team of trusted technology advisors comes in. With over 20 years of experience in IT and telecommunications, we can streamline the process of selecting solutions that align with your organization’s unique needs and objectives. Our advisors have extensive experience assisting businesses of all sizes and across various industries in finding best-in-class contact center offerings. Our team typically saves our clients dozens of hours by leveraging partnerships with leading suppliers and the latest marketplace data to narrow down the options from double digits to a few top contenders.
One significant way we add value for our clients is by utilizing the world’s most advanced IT decision-making tool to instantly generate detailed comparison matrices that show how various providers and solutions stack up side by side. This makes it easier to see the best choice for your business.
In our previous “versus” blog entries, we compared Unified Communications as a Service (UCaaS) offerings from leading suppliers. This blog entry covers Dialpad versus Zoom as a CCaaS supplier.
Before reviewing the comparison matrix, please consider the following background information about each supplier.
CCaaS profile: Dialpad
Headquartered in San Ramon, CA, Dialpad supports better collaboration and communication with advanced artificial intelligence. The supplier offers software that combines calling, messaging, and meetings in one virtual space, accessible via any internet-connected device. Dialpad also delivers customer engagement software for inbound and outbound sales support, including omnichannel contact center capabilities. This provider serves more than 30,000 clients worldwide and has number availability in over 50 countries.
Dialpad has offered CCaaS since 2018. Their cloud contact center solution, Dialpad Support (previously known as the Dialpad Ai Contact Center platform), includes a customer-facing virtual agent powered by generative AI (genAI) and capable of deflecting 50 percent of customer inquiries after only two weeks of training, according to CX Today. The platform also supports better performance with real-time guidance for agents, automatic call grading and comprehensive coaching analytics.
For maximum productivity, Dialpad Support integrates with various leading applications, including Salesforce, Zendesk, Microsoft Teams, and Google Workspace, among others. It also comes with built-in data security, privacy and compliance. The platform is also built on dual-cloud architecture for enterprise-grade resilience and robust disaster recovery.
CCaaS profile: Zoom
Since 2011, Zoom has provided exceptional communication solutions. Headquartered in San Jose, CA, this supplier experienced a surge in popularity in 2020, as everyone needed an intuitive tool for working and socializing from home. Zoom maintains a presence in more than 40 countries and territories worldwide and serves clients across various industries, including government, healthcare, financial services, education, and retail, among others.
Zoom began offering CCaaS in 2002. Zoom Contact Center is a continually evolving product designed to deliver highly personalized and seamless customer service across all channels. The platform features a conversational AI chatbot for 24/7 self-service for clients, as well as real-time AI assistance for agents, streamlined scheduling, and coaching insights from each customer interaction.
Zoom’s CCaaS offering leverages artificial intelligence to enhance both customer and agent experiences, providing capabilities and features such as reduced hold times, simplified queues, intelligent routing, and automation of mundane tasks. Additionally, Zoom Contact Center provides insights into CSAT, trending topics and the root of customer complaints to inform coaching and drive better performance.
| Provider | Dialpad | Zoom |
| HQ | San Francisco, CA | San Jose, CA |
| # of Employees | 1,200 | 7,000+ |
| 1st Year Offering CCaaS | 2018 | 2022 |
| Public / Private | Private | Public: ZM |
| Platform | Native | Native |
| Published Uptime SLA | 99.99%(non-enterprise); 100%(enterprise) | 99.999% |
| Sold Standalone? | Yes | Yes |
| Minimum Seat Count / MRC | $165 MRC | no minimum |
| Largest Deployment | Available Upon Request | 2,000 seats |
| Available Pricing Models | Per Agent | Concurrent Agent Per Agent |
| Usage Billing | round up to next full minute | round up to next full minute |
| Port / Call Paths | unlimited | unlimited |
| Proprietary Cloud PBX Option Available | yes | yes |
| UCaaS Resellers | no | NTT |
| Key Acquisitions | HighFive, Kare, Koopid, TalkIQ | Solvvy (Conversational Al) |
| Primary Datacenters | Australia: Sydney Europe: Amsterdam Latin America: São Paulo United Kingdom: London United States: Chicago, Dallas, New Jersey, San Jose | APAC: Hong Kong, Osaka, Singapore, Tokyo Australia: Melbourne, Sydney Canada: Toronto, Vancouver China: Tianjin Europe: Amsterdam, Frankfurt India: Hyderabad, Mumbai Latin America: Queretaro (Mexico), São Paulo United States: Denver, Newark, New York City, San Jose, Virginia Zoom is hosted on AWS cloud and leverages the global AWS Cloud Footprint |
| International PSTN Coverage Link | Available Upon Request | Location List |
| BYOC (Bring Your Own Carrier) | No | Yes Additional NRC: No Additional MRC: No Redundancy Strategy: If BYOC is unavailable, users may still dial out via other trunking. Additionally, BYOC may allow inbound forwarding to alternate destination. |
| Outbound Dialer Options | Power, Predictive (3rd party), Progressive (3rd party) | Agentless, Power, Predictive, Preview, Progressive TCPA Compliant Option Available |
| Digital Outreach / Proactive Engagement | SMS (via API), MMS, Chat, Mobile App | SMS, MMS, Email, Chat |
| SMS Codes Available | Local 10 Digit, Toll-Free, International Coverage | Local 10 Digit, Toll-Free, International Coverage (US/Canada only; others ICB) |
| Queue Callback | Hold Place in Queue, Scheduled Callback | Agent First, Customer First, Hold Place in Queue, Scheduled Callback |
| Mobile App Available? | Agent Supervisor | n/a |
| Inbound Digital Channels / Features | Chat (Agent), Email, MMS, SMS, Social Media, Video | Chat (Agent), Email, MMS, SMS, Social Media, Video, Work Item Routing Third-Party: Co-browse, Fax |
| Social Channels | Inbound/Outbound: Apple Business Chat, Facebook, Instagram, LinkedIn, WhatsApp | Inbound/Outbound: Facebook, WhatsApp |
| Other Features | Agent Scripts Live Agent Barge/Take Over Function Live Agent Coaching/Whisper Function Screen Recording Speech & Text Analytics Surveys / CSAT | Agent Scripts Live Agent Barge/Take Over Function Live Agent Coaching/Whisper Function Screen Recording (third party) Speech & Text Analytics Surveys/CSAT |
| Native CRM Included | No | Yes (limited functionality) |
| Microsoft Teams Certified | No | No |
| Line of Business App Integrations | Native: Bullhorn, HubSpot, Kustomer, Microsoft Dynamics, Microsoft Teams, Salesforce, ServiceNow, Slack, Zendesk, Zoho Third Party: Athena Health, Cerner, EPIC, Freshdesk, Halo CRM, Jack Henry, NetSuite, Oracle, SAP, SugarCRM Full List | Native: Microsoft Dynamics, Salesforce, ServiceNow, Zendesk Third Party: Slack, SugarCRM, Zoho Custom: Athena Health, Bullhorn, Cerner, EPIC, Freshdesk, HubSpot, Jack Henry, Kustomer, Microsoft Teams, NetSuite, Oracle, SAP |
| Enterprise App Store | Yes | Yes |
| Artificial Intelligence Offering | Native: Al-derived CSAT, Chat Bot, Knowledge Retrieval, Next-Best Action, Post-Interaction Summarization, Quality Assurance Scoring, Real-time Coaching, Sentiment Analysis Additional Capabilities: Live Call Transcription, Real Time Agent Assist Cards, Speech Pattern Coaching, Alerts and Notifications, Digital Self Service Chat Bot, AI CSAT, AI Call Recaps, Ai Call Notes, Al Action Items, Al Scorecards, Post Call Analytics, Al Custom Moments and Keyword Search | Al-derived CSAT, Business Insights (Conversation Trends/Keyword Spotting/Topic Mining), Chat Bot, Knowledge Retrieval, Next-Best Action, Post-Interaction Summarization, Quality Assurance Scoring, Real-time Coaching, Sentiment Analysis Additional Capabilities: Zoom Virtual Agent; Full List |
| Large Language Model | LLM: DialpadGPT Verticals: n/a BYO AI: no OpenAl Integration: n/a | LLM: Anthropic, OpenAI, Zoom Verticals: Retail, Technology BYO Al: yes OpenAl Integration: Zoom’s unique federated approach to generative Al is designed to deliver high quality results by dynamically incorporating Zoom’s artificial intelligence model as well as third-party artificial intelligence models provided by subprocessors, such as OpenAl and Anthropic. With this approach, Al Companion can incorporate innovations in artificial intelligence models while getting the benefits of improved quality and performance. |
| Routing Options | Attribute / Skill-based Routing, Omni- Channel Queues, Priority Routing Additional Capabilities: Longest Idle, Simultaneous, Sequential | Attribute / Skill-based Routing, Bullseye Routing, Omni-Channel Queues, Preferred Agent Routing, Priority Routing |
| Workforce Engagement (WEM) Offering | Third-Party (Playvox) Features Include: Gamification, Performance Management, Quality Management (QM), Workforce Management (WFM) | Proprietary Third-Party (Assembled, Calabrio, CallMiner, Community WFM, Eleveo, Verint) Features Include: Gamification, Performance Management, Quality Management (QM), Workforce Management (WFM) |
| Compliance | CCPA, CPNI, CSA, GDPR, HIPAA, ISO 27001, PCI, SOC 2 Additional Compliances: Full List | CPNI, CSA, FedRAMP (moderate), FINRA, GDPR, HIPAA, HITRUST, ISO 27001, PCI, SOC 2, SOX Additional Compliances: Full List |
| Case Studies | Case Studies | Case Studies |
| Top Customer Verticals | Automotive, Education, Finance, Professional Services, Retail | Education, Healthcare, Retail, Wealth Management |
| On-Site Implementation / Training | Yes | Yes |
| Implementation Overview | Implementation Overview | Implementation Overview |
| Knowledge Base | Integrated | Integrated Native |
| Downdetector | Downdetector | Downdetector |
| Differentiators | Google gives Dialpad an exception partner status – meaning they are not in the Google Marketplace but will still retire a customer’s Google spend requirements. Native voice Intelligence A.I. to give agents real-time sentiment analysis, transcription, and compliance adherence. Built on Google Cloud’s Platform using microservices architecture. | Only provider with one client for video meetings, webinars, events, phone, chat, mail, calendar, omni-channel CX suite, WFM, QM, HR, whiteboarding, recording, notes, docs, all with Al Companion. |
If you want expert guidance as you evaluate your cloud contact center options, our advisors would be happy to help. Get started by calling 877-599-3999 or emailing sales@stratospherenetworks.com. Additionally, you can jumpstart your search with this free assessment.
