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.
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 (includes Global DND) | Yes | Yes |
Contact Center status change | Yes | Yes |
Contact matching (includes manual 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 CTI. |
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 |
Live call monitoring | No | Yes |
Live Contact Center Dashboard | Limited pop-up view of call queue info, wait time, and agent availability. | Yes |
Screen recording | No | Yes |
Ai Assistant | No | Yes |
Ai Playbooks | No | Yes |
Ai Live Coach Cards | Needs to enable Dialpad Everywhere. | Yes |
Ai transcription | Yes | Yes |
Salesforce Powerdialer | Yes | No |