Dialpad vs. Gong

How are Dialpad Ai Sales and Gong different?

Dialpad is a unified communications solution that provides voice, video, and SMS/MMS + team chat communications—and also provides built-in coaching and call insights through its Dialpad Ai Sales product.

Gong calls itself a revenue intelligence platform that analyzes customer interactions across phone and video channels.

Think of Dialpad as your entire sales communications pie, while Gong provides one small piece of that pie.

While both Dialpad Ai Sales and Gong are used extensively to train and coach salespeople, and both have features such as transcription analysis and agent coaching, they still differ in a few very important ways.

Real-time agent coaching and monitoring

Gong is a good tool for analyzing calls post-mortem, but Dialpad lets sales managers review calls as they’re happening.

Dialpad Ai listens for keywords during a call that can give clues as to the sentiment of the call, and then displays the results on a supervisor’s dashboard:

This way, supervisors can check on multiple reps at the same time, and immediately know when a prospect’s sentiment turns red. The supervisor can then bring up the real-time transcript on that call (remember that?) to get up to speed before deciding if they need to join the call or privately send suggestions to the rep. This can be used to summarize important points before concluding a conversation, or to quietly coach sales reps and help them navigate difficult situations.

Real-time Assist (RTA) cards

Prompt and accurate answers can mean the difference between a positive sales call and a bad review, which is why Dialpad offers Real Time Assist (RTA) cards that can supply reps with the right information at the right time.

Powered by Dialpad Ai, the RTA cards pop up on a rep’s screen when anyone on the call mentions important keywords that you define in advance. For instance, a prospect might mention a competitor’s name prompting Dialpad to display a pre-written card with talking points of how your product compares to theirs.

Ai Agent Assist

Ai Agent Assist works in a similar fashion to RTA cards. They are both powered by Dialpad Ai, and they both provide helpful information to a sales rep at the moment they need it.

Where Agent Assist differs is that managers don’t have to pre build any cards. Instead, Dialpad Ai automatically searches the unstructured data of everything from websites to call histories to internal reference libraries to find answers, including graphics, videos, and other rich media to find answers for sales reps quickly when tricky questions come up:

Presence of unified communications

Gong is good at what it does—revenue intelligence—but it’s not a unified communications platform and needs to piggyback off of other UCaaS solutions for phone calling and video conferencing functionality.**

Dialpad is a true unified communications platform that combines call functionality, instant and text messaging, and video meeting capabilities in its Ai Sales product, which provides call intelligence, rep coaching and support, and transcription and recording analysis. It’s a full-suite, cloud solution that lets sales organizations of any size handle all internal and external communications, across both voice and digital channels:

Because Gong works by integrating with other apps (or importing transcripts), you have to bounce between multiple programs throughout your day.

Contrast this with Dialpad, where all functions exist on a single platform. The call recording, call analysis, and agent coaching all happen in the same app as the call itself. No need to toggle back and forth between different tabs or windows.

Dialpad works across all devices including PC, iOS, Android, and even web browsers. This drastically reduces adoption time and costs and increases its scalability across different company departments and locations.

Call recording capabilities

Both Dialpad and Gong have the ability to record voice and video conversations. Gong is not itself a cloud communications provider, so it records calls by integrating with other communications apps (including Dialpad).**

One thing to note about this integration, however, is that recording via Gong requires it to integrate with your calendar and dial into the call as a separate attendee, which might be awkward on calls with prospects who aren’t expecting it. This happens automatically at the beginning of a call.**

Dialpad’s call recording capabilities are native within the app, including the ability to analyze and review calls for insights and action items (no need to send it off to third-party apps like Gong).

Live transcription

There’s no need to wait for a call to end before transcribing when you’re using Dialpad—it transcribes phone calls and video meetings in real time:

Dialpad Ai uses Natural Language Processing (NLP) to produce transcripts with a high degree of accuracy, and even automatically emails attendees a recap email with the transcript and action items:

Want to see how Dialpad Ai Sales works?

Dialpad is a complete, all-in-one solution that can provide you with the customer intelligence and sales rep training capabilities that you need, while still handling all of your organization’s communications.

As a Gong alternative, its single-pane-of-glass approach means you and your sellers can do everything from one platform, with all your call information and live coaching centralized for easy access.

*gong.io/zoom-call-transcription/

**gong.io/blog/call-recording-questions/