I placed business calls in the Dialpad browser when the other option was a telephone on the desk. The call ran in Chrome, and dialpad.com/app still opens that phone. Craig Walker founded the company and is chief executive. Dialpad now sells the company phone, meetings, outbound sales calling, and the contact center on one login. DialpadGPT, its own model, writes the transcript and the summary during the call.
On April 7, 2026 the company said annual recurring revenue had passed $350 million, with more than 40,000 business customers and nearly 1 billion AI Recaps delivered. The note names Randstad, Nasdaq, T-Mobile, Motorola Solutions, Netflix, Express Scripts, Tractor Supply, and Texas Roadhouse. Education First, Austin FC, Beacon Mobility, and James River Equipment appear on the customer page. Phone-system shortlists usually include RingCentral and Zoom. Contact-center shortlists usually include Five9, Genesys, and NICE, and Dialpad publishes its own comparison with Five9. Jenny Coupe, a friend, joined as head of growth. I have been following her updates and hope to get a briefing.
Scorecards move past English
Hilary Burcell, product marketing director, posted the October release on October 1. A supervisor in those eight languages can read the transcript, watch live coaching, open the summary, and run a scorecard on the same call. Swedish, Mandarin, Vietnamese, and Indonesian remain early-adopter languages in the help center updated October 2, and Dialpad says accuracy will differ by accent. Japan receives the release in two waves, October 2 to 9 and November 6 to 27.
For a buyer with a Seoul or São Paulo queue, the useful test is a recorded call a supervisor has already scored by hand. If Dialpad's scorecard diverges from that grade, the language is live and the coaching standard is still local. Dialpad did not publish a word-error rate or a named customer result for the new languages.
Workforce scheduling picks up chat and WhatsApp
Workforce scheduling had covered voice. October adds email, web chat, text, and WhatsApp to the forecast and to adherence, so a manager staffing a mixed queue can see digital volume beside calls without exporting each queue to a spreadsheet. A surge above forecast comes with a proposed staffing change the manager can edit, and shifts can be moved inside limits set in advance. Simultaneous ring calls every available agent at once. The first person who answers takes the customer.
That scheduling change is about the people on the floor. Dialpad AI Agents are the separate software that answers routine calls, chats, and texts, then hands the conversation to an agent. The product page says they can authenticate a customer, look up an order, and book an appointment. October lets Digital Outbound Agents send a text after a call ends. A buyer comparing this release with Five9 or Genesys should ask which of those two layers, the human schedule or the software agent, is in the quote.
AI Recaps, the post-conversation summaries, now follow a supported chat or text session. Agents can send up to 50 texts from one spreadsheet. On a sales call, lead and campaign fields can appear as the conversation starts, and a campaign can be built from Salesforce Contacts or Leads.
Confirm which office is on the October 2 wave and which waits until November. Score one non-English call by hand, then open Dialpad's scorecard on the same recording. If WhatsApp is a live queue, confirm those sessions now move the workforce forecast before you retire the spreadsheet export.
Works Cited
Burcell, Hilary. "What's New at Dialpad: October 2026." Dialpad Blog, 1 Oct. 2026, www.dialpad.com/blog/whats-new-at-dialpad-october-2026/.
Dialpad. "AI Voice Agents & Digital Agents for Contact Centers." Dialpad, www.dialpad.com/ai-agent/.
Dialpad. "Dialpad AI." Dialpad Help Center, updated 2 Oct. 2026, help.dialpad.com/hc/en-us/articles/54979457245723-Dialpad-AI.
Dialpad. Press note. 7 Apr. 2026, www.dialpad.com/press/dialpad-named-a-leader-in-the-aragon-research-globe/.
Dialpad. "Our Customers." Dialpad, www.dialpad.com/customers/.
Dialpad. "What's New." Dialpad Japan, 1 Oct. 2026, www.dialpad.com/jp/whats-new/.
