When it comes to handling calls, both options let you connect to Dialpad, but they work in slightly different ways.
Let's look at what each one does.
General features comparison
Feature | Salesforce CTI | Dialpad App |
|---|---|---|
Purpose | Built specifically for Salesforce. | Primarily a phone system with Salesforce compatibility as an added feature. |
Best for | Teams that are heavily reliant on Salesforce as their primary tool. | Teams that are prioritizing Dialpad functionality with lighter Salesforce integration. |
Setup Complexity | Requires Salesforce CTI setup using Salesforce AppExchange solutions. | Requires Dialpad integration enablement. |
Click-to-Call | Fully supported — dial directly from Salesforce. | Not applicable |
Do Not Disturb | Yes | Yes |
Contact matching | Yes | Yes |
Call Controls | Yes, call controls within CTI. | Yes, call controls within the app. |
Call logging (Calls & SMS) | Yes, as long as there is a match. | Yes, as long as there is a match. |
Related Object logging | Yes, browse up to 10 objects in the CTI. | Yes, browse up to 10 objects in the app. |
Creating new Case, Opportunities, & Custom Objects | Only works on live calls if the 'Log calls to' setting in Salesforce CTI points to a specific object. | Only works with related records. New objects must be made in Salesforce. |
Retroactive Call Logging | No, if the call isn’t matched in CTI. | Yes, under Unlogged tab |
Contact Center features comparison
Feature | Salesforce CTI | Dialpad App |
|---|---|---|
Contact Center status change | Yes | Yes |
Global DND | Yes | Yes |
Live call monitoring | No | Yes |
Live Contact Center Dashboard | Quick link to the live dashboard with limited pop-up view on call queue, wait time, and agent availability details. | Yes, via a quick link within an individual contact center. |
Screen recording | No | Yes |
Ai Assistant | No | Yes |
Ai Playbooks | No | Yes |
Ai Live Coach Cards | Needs to enable Dialpad Everywhere. | Yes |
Ai transcription | Needs to enable Dialpad Everywhere. | Yes |
Salesforce Powerdialer | Yes | No |