Stop juggling customer complaints like a circus act gone wrong. Every missed chat, dropped call, and frustrated customer walking away is money bleeding from your business. Aren't you tired of playing digital whack-a-mole with support tickets that multiply faster than you can handle them?

Here's the brutal truth: your current system is probably costing you more than you realise. Whilst Dialpad keeps teams talking through calls and meetings, Cue unleashes AI that works, automating 80% of those soul-crushing repetitive queries so your agents can focus on what matters. One platform promises tidy communication, the other delivers customers who stick around and spend more.

Comparison table

Key differences and features table

Selecting the right platform for business can transform how your teams operate. The table below provides a direct, side-by-side comparison of Dialpad and Cue's core strengths.

Platform overview

Cue

Cue stands as a leader in AI-driven customer service, offering businesses a platform that automates and elevates every customer interaction. The platform's core strength lies in its ability to handle high volumes of repetitive queries instantly, freeing human agents to focus on complex, high-value conversations that drive revenue and build lasting relationships.

Businesses across retail, automotive, and education sectors trust Cue to transform their customer engagement. The platform doesn't just manage conversations, but anticipates customer needs, delivers proactive support, and creates opportunities for meaningful connections that competitors can't match.

What sets Cue apart:

• 80% automation rate - Advanced AI Agents and chatbots handle routine questions around the clock, ensuring customers receive immediate, accurate responses at any hour whilst reducing operational costs significantly

• Multichannel unity - Seamless integration across WhatsApp, Messenger, and web chat from one centralised dashboard, eliminating the chaos of juggling multiple platforms and ensuring no customer enquiry falls through the cracks

• Single-view management - All conversations unified with complete context and history, making it effortless for teams to pick up any interaction and deliver personalised service without asking customers to repeat themselves

• Actionable analytics - Real-time insights and performance tracking help organisations identify trends, optimise service strategies, and make data-driven decisions that improve outcomes and boost customer satisfaction scores

• Proactive engagement - Launch targeted outbound campaigns and personalised offers directly through preferred customer channels, turning routine support into revenue-generating opportunities

Dialpad

Dialpad delivers a unified communications solution designed for teams that require reliable voice, video, and messaging capabilities. The platform excels in environments where efficient call management and seamless collaboration are essential. Dialpad’s AI-powered features, such as real-time transcription and sentiment analysis, enhance the quality of every conversation.

Retailers like Tecovas have improved agent efficiency and customer satisfaction by integrating Dialpad with CRM systems, unifying customer data and streamlining support functions. Dialpad’s platform supports a range of business scenarios:

• Interactive Voice Response (IVR) for efficient call routing and self-service.

• Power dialers to automate outbound sales calls.

• Real-time and post-call analytics for contact centre optimisation.

• Enterprise-grade security and compliance for safe handling of sensitive data.

Dialpad’s strength lies in its ability to unify communications and provide advanced call management tools. The platform suits businesses seeking to modernise their communications infrastructure and improve operational efficiency.

Ease of Use

Cue

Cue sets a new standard for simplicity in customer service technology, combining powerful automation with an interface so intuitive that new agents feel confident within hours, not weeks. The platform's design philosophy prioritises clarity and efficiency, removing unnecessary steps so agents can focus entirely on delivering excellent service.

Most teams can deploy Cue quickly with minimal technical expertise required, and the straightforward onboarding process allows users to start automating customer interactions almost immediately. Businesses gain a tool that adapts to their needs rather than forcing teams to work around rigid systems.

Why Cue excels:

• Intuitive dashboard design - Clean, unified interface allows teams to manage all customer conversations from WhatsApp, web chat, Messenger, and live chat without confusion or delay

• Rapid deployment - Seamless setup process gets teams operational quickly, with most organisations seeing results within days of implementation

• Guided user experience - Interface guides agents through each step, dramatically reducing the learning curve for new staff and minimising training time

• No-code customisation - Teams can adjust chat widgets, workflows, and automated responses without needing advanced IT skills or external consultants

• Accessible analytics - Real-time performance data is easy to interpret, helping managers track success and identify improvement opportunities at a glance

• Centralised multi-location management - One dashboard controls every site, ensuring consistency across all locations whilst saving valuable time

Dialpad

Dialpad offers a modern interface designed for unified communications. Users can access calls, messages, and meetings from a single application. The layout is visually appealing, with clear navigation and helpful prompts. Dialpad’s mobile and desktop apps provide flexibility for remote and hybrid teams.

New users benefit from comprehensive onboarding and training resources. Dialpad invests heavily in sales coaching, offering AI-powered live coaching during calls and continuous skills-based training. This support helps sales teams improve performance and build stronger customer relationships. The platform encourages a coaching culture, which can reduce burnout and increase retention.

However, Dialpad’s focus on voice and call management means users may need to spend time learning advanced features such as call routing, analytics, and integrations. The platform’s depth suits organisations with complex communication needs, but some teams may find the initial setup more involved.

Automation & AI

Cue

Cue transforms customer service with automation that works tirelessly behind the scenes. The platform uses no-code AI chatbots to automate responses to FAQs, process orders, and qualify leads. Teams benefit from smart routing, which ensures every query reaches the right person instantly. Automated ticket assignment removes manual bottlenecks, so agents can focus on complex cases.

Cue’s AI-driven analytics detect trends and suggest improvements, helping managers refine their approach. Integration with tools such as HubSpot and Slack keeps workflows seamless. The result is a system that boosts productivity and customer experience by reducing manual work and speeding up responses.

• Key AI-driven automation features in Cue:

  • No-code AI chatbots for instant responses

  • Smart routing for efficient query handling

  • Automated ticket assignment

  • AI-powered analytics for actionable insights

  • Seamless integration with business tools

Cue’s automation delivers measurable results. Businesses report up to a 50% increase in sales productivity and a 40% reduction in idle time. These improvements mean customers receive answers faster, agents handle more queries, and operational costs drop. The platform’s AI Agents resolve over 80% of routine questions, ensuring support never sleeps.

Dialpad

Dialpad approaches automation with a focus on voice communications. The platform offers real-time transcription, call scoring, and sentiment analysis. AI-powered agents deflect and resolve inquiries without human intervention, while real-time coaching supports agents during calls. Automated quality management and AI recaps provide instant summaries and recommended actions.

• AI features in Dialpad include:

  • Real-time transcription and sentiment analysis

  • AI-powered self-service agents

  • Automated quality management

  • AI CSAT scoring and playbooks

  • Instant AI grading and live coaching

Ticketing

Cue

Cue redefines ticketing by automating the entire process from the first customer message to resolution. The platform uses AI Agents to instantly capture, categorise, and assign tickets, ensuring no query slips through the cracks. Teams benefit from a centralised dashboard where every ticket is. Whether from WhatsApp, web chat, Messenger, or live chat appears in real time. This unified approach eliminates confusion and reduces manual effort.

• Automated ticket creation: Cue’s AI detects intent and urgency, generating tickets without agent intervention.

• Smart routing: The system directs each ticket to the most suitable team member or department, based on skill, location, or workload.

• Seamless escalation: If a query requires human expertise, Cue escalates the ticket smoothly, maintaining full conversation history for context.

• Multichannel support: All tickets, regardless of channel, are tracked and managed in one place, giving teams complete visibility and control.

Managers can monitor ticket status, response times, and resolution rates through intuitive analytics. Custom workflows allow businesses to tailor ticket handling to their unique needs, supporting everything from retail to automotive and education. Cue’s automation ensures that even during peak periods, customer queries receive prompt attention, preventing backlog and boosting team morale.

Dialpad

Dialpad approaches ticketing through its call and message management features. The platform enables teams to log, track, and assign calls or messages as tickets within its unified communications environment. Skills-based routing and sequential distribution help ensure that calls reach the right agent. Dialpad integrates with popular CRM systems, allowing users to create support tickets directly from call logs or messages.

• Call and message logging: Agents can convert calls or messages into tickets for follow-up.

• Routing options: Skills-based and round robin routing distribute tickets among available agents.

• CRM integration: Dialpad links with external ticketing systems, such as Salesforce or Zendesk, for advanced case management.

Multichannel

Cue

Cue empowers businesses to connect with customers wherever they are. The platform brings together WhatsApp, web chat, Messenger, and live chat into one unified dashboard. Teams manage every conversation in real time, switching between channels without losing context or speed.

Cue’s multichannel capability stands out for its depth and flexibility. AI Agents handle routine queries across all channels, providing consistent answers day and night. When a customer moves from web chat to WhatsApp, the conversation continues smoothly. No information gets lost, and agents never need to ask customers to repeat themselves.

Cue’s multichannel support also includes proactive outbound campaigns. Teams can send personalised messages, offers, or updates directly to customers via WhatsApp or Messenger. This feature helps recover lost sales, re-engage cold leads, and drive repeat business. The platform’s analytics track engagement across every channel, giving managers a clear view of what works best.

Dialpad

Dialpad offers a robust suite for unified communications, focusing on voice calls, SMS, MMS, and team messaging. The platform includes unlimited calling, text, and multimedia messaging in all plans. Users benefit from AI-powered call transcription, which provides accurate records of conversations and voicemails. Dialpad integrates with tools like G Suite, Microsoft 365, Slack, and CRM systems, supporting consistent performance across mobile and desktop apps.

Dialpad’s multichannel offering excels for teams that rely heavily on voice and internal messaging. The platform’s strength lies in its ability to unify calls, texts, and meetings within a single application. However, businesses seeking to engage customers across popular messaging apps and web chat may find the options more limited compared to Cue.

Dialpad’s plans scale with business needs, offering features such as global SMS, multiple phone numbers, and open APIs at higher tiers. The platform suits organisations that prioritise voice communications and internal collaboration.

Analytics

Cue

Cue provides businesses with a powerful analytics suite designed to drive smarter decisions and deliver measurable improvements in customer service. The platform brings together data from every channel. WhatsApp, web chat, Messenger, live chat, and multi-location operations into a single, easy-to-use dashboard. Managers see all customer interactions in real time, allowing them to spot trends, monitor team performance, and act quickly.

Cue’s analytics dashboard offers:

• Real-time tracking of customer queries and resolutions across all channels.

• Performance metrics for each agent, including response times and resolution rates.

• Journey mapping that reveals where customers drop off or convert, helping teams refine their approach.

• Customisable reports that focus on the metrics most relevant to each business, from first response time to ticket volume by location.

• AI-driven insights that highlight opportunities for automation, process improvement, and proactive engagement.

Cue’s AI Agents not only automate routine queries but also provide detailed feedback on which topics generate the most tickets. This information helps managers adjust training, update FAQs, and launch targeted outbound campaigns.

Dialpad

Dialpad delivers a robust analytics experience focused on voice communications and call centre performance. The platform’s AI-powered dashboards provide real-time and historical insights into every call, helping teams understand both what was said and how it was said.

Key features of Dialpad’s analytics include:

• Tone Monitoring AI that analyses emotional tone in conversations by examining pitch, pace, and intensity.

• Sentiment analysis that translates vocal emotions into quantifiable data, guiding agent training and strategy.

• Real-time call transcription and live sentiment updates, allowing supervisors to intervene when needed.

• Contact Centre Analytics dashboard that highlights calls requiring supervisor attention and tracks team performance over time.

• Filtering tools that allow managers to search calls by sentiment, keywords, or agent, making it easy to find coachable moments.

• Playlists of calls with positive or negative sentiment for targeted training and feedback.

Dialpad’s analytics help businesses identify strengths and weaknesses in agent communication. Real-time call scoring and automated evaluation forms provide immediate feedback, supporting continuous improvement. Managers use these insights to adjust training, refine scripts, and improve customer satisfaction.

Customisation

Cue

Cue offers businesses a high degree of control over their customer service environment. Teams can tailor chat widgets to match brand colours, logos, and tone, ensuring every customer interaction feels consistent and professional. The platform allows users to customise automated workflows, so each step in the customer journey aligns with unique business processes. Managers can adjust conversation flows, set up proactive outbound campaigns, and personalise automated responses without technical expertise.

Customisation in Cue extends beyond appearance. The platform enables businesses to create bespoke workflows for different departments or locations. For example, a retail chain can set up distinct chat experiences for each store, while maintaining central oversight. This flexibility ensures that every customer receives relevant support, regardless of where they engage.

Cue also supports integration with existing CRM, marketing, and support tools. This means businesses can synchronise customer data, automate ticket assignment, and trigger targeted campaigns based on customer behaviour. The result is a seamless, branded experience across every channel.

Key customisation features in Cue include:

• Fully customisable chat widgets for web, WhatsApp, and Messenger

• Personalised automated responses and workflows

• Multi-location management with localised experiences

• Real-time updates to settings and campaigns

• Integration with business tools for unified data and processes

Dialpad

Dialpad provides interface customisation options that focus on user convenience. The b-hive Communicator’s dialpad appears as an internal window, which users can resize and reposition to suit their workflow. This flexibility helps individuals organise their workspace, making it easier to access calling features when needed. The dialpad remains accessible via a button on the top bar, supporting quick, ad hoc calls.

While Dialpad’s interface customisation enhances usability for voice communications, its workflow customisation options remain limited. The platform does not offer the same depth of workflow or chat experience customisation found in Cue. Users can adjust window size and placement, but broader changes to customer journeys or automated processes are not as readily available.

Security

Cue

Cue places security at the heart of its platform, ensuring that every customer interaction remains private and protected. The system uses enterprise-grade security protocols to safeguard data across all channels, including WhatsApp, web chat, Messenger, and live chat. Businesses trust Cue to keep sensitive information secure, whether handling customer support tickets or managing multi-location operations.

Cue’s architecture supports GDPR compliance, giving organisations confidence that customer data is processed lawfully and transparently. The platform encrypts data both in transit and at rest, using advanced encryption standards. This approach prevents unauthorised access and protects against data breaches. Role-based access controls allow managers to define who can view, edit, or export information, reducing the risk of internal threats.

Cue’s commitment to security extends to regular system updates and vulnerability assessments. The platform integrates seamlessly with existing IT infrastructure, supporting secure workflows without disrupting daily operations. Businesses operating across multiple locations enjoy consistent protection, as Cue applies the same high standards everywhere.

• Key security features in Cue:

  • Enterprise-grade encryption for all data

  • GDPR compliance for peace of mind

  • Role-based access and permission controls

  • Centralised monitoring and policy enforcement

  • Regular security updates and assessments

Cue’s robust security framework empowers organisations to scale customer service confidently. By protecting every conversation and transaction, Cue helps businesses build trust and maintain compliance in a rapidly changing digital environment.

Dialpad

Dialpad delivers a comprehensive security suite tailored for unified communications. The platform meets several industry standards, making it suitable for sectors with strict compliance requirements, such as healthcare. Dialpad’s security credentials include HIPAA compliance, which requires user setup actions and a signed Business Associate Agreement (BAA). This ensures that healthcare teams can use Dialpad for virtual visits and sensitive communications.

Dialpad encrypts all voice calls using TLS and secures application data with AES 256-bit encryption. Role-based access and single sign-on features help organisations manage user permissions efficiently. Frequent audits and ongoing risk assessments maintain high security standards. Call recording complies with HIPAA, supporting secure storage and retrieval of sensitive conversations.

Scalability

Cue

Cue empowers organisations to scale customer service with confidence and precision. The platform supports businesses ranging from a handful of locations to sprawling enterprises with hundreds of sites. Teams manage every customer conversation from a single, centralised dashboard, ensuring consistency and efficiency as operations expand.

Cue’s architecture adapts to growth without disruption. Businesses can add new locations, channels, or agents in minutes. The system maintains high performance, even as message volumes surge during peak periods. AI Agents handle repetitive queries instantly, so human agents focus on complex cases, keeping service levels high regardless of scale.

Key scalability features include:

• Centralised management for 5 to 500+ locations

• Rapid onboarding of new agents and sites

• Automated workflows that adjust to increased demand

• Consistent branding and customer experience across all channels

• Real-time analytics for every location and channel

Cue’s multi-location solution ensures each site can tailor its customer interactions while following central policies. This flexibility allows businesses to maintain local relevance and global consistency. As customer volumes grow, AI-driven automation prevents bottlenecks, reducing the need for additional headcount. Managers gain full visibility into performance, enabling data-driven decisions that support sustainable growth.

Dialpad

Dialpad delivers a unified communications platform designed for rapid scaling in dynamic business environments. The system combines voice, video, and messaging on a single AI-powered platform, supporting both UCaaS and CCaaS needs. Organisations can add users and phone numbers quickly, making it easy to accommodate new teams or locations.

Scalability highlights include:

• AI-powered tools that boost operational efficiency

• Omnichannel support for voice, video, and messaging

• Quick addition of users and phone numbers

• Robust analytics and call routing to manage growing call volumes

• Integrations with CRM and productivity tools

• Dual cloud architecture and global voice network for reliable call quality

A table of customer experiences illustrates Dialpad’s scalability in action:

Dialpad’s platform enables businesses to scale their communications infrastructure rapidly. Real-time analytics and AI features help manage increased call volumes and support agent productivity. The dual cloud setup ensures high call quality as organisations grow.

Integrations

Cue

Cue delivers a seamless integration experience that empowers businesses to unify their customer service operations. The platform connects with a wide range of CRM, marketing, and support tools, allowing teams to centralise every conversation and workflow. This approach ensures that agents never need to switch between multiple systems, saving valuable time and reducing the risk of errors.

Cue’s integration capabilities extend across popular business applications. Teams can synchronise customer data, automate ticket assignments, and trigger targeted campaigns based on real-time interactions. The platform’s open architecture supports connections with leading CRM systems, marketing automation platforms, and helpdesk solutions. This flexibility enables businesses to maintain a single source of truth for all customer interactions.

Managers benefit from Cue’s centralised dashboard, which brings together data from WhatsApp, web chat, Messenger, and live chat. The system keeps every channel in sync, so agents always have the latest information at their fingertips. Cue’s integrations also support proactive engagement, allowing businesses to launch outbound campaigns and personalised offers directly from the platform.

Dialpad

Dialpad offers a robust set of native integrations, particularly for businesses that prioritise unified communications and voice-driven support. The platform supports direct connections with CRM systems such as Salesforce and HubSpot, especially within its Pro plan. These integrations enable teams to log calls, track customer interactions, and access contact records without leaving the Dialpad interface.

Dialpad’s built-in AI features, including transcription and conversation intelligence, operate natively and do not require third-party applications. This design streamlines call management and supports efficient coaching and analytics. Users can also connect Dialpad with productivity tools like G Suite, Microsoft 365, and Slack, enhancing collaboration across teams.

However, Dialpad’s integration focus remains strongest within the realm of voice and internal communications. While it supports essential CRM and productivity tools, businesses seeking deep, multichannel integration may encounter limitations. The platform’s approach suits organisations that rely heavily on calls and meetings, but those aiming for a unified customer engagement strategy across chat, messaging, and multiple locations may require additional solutions.

Pricing comparison

Cue vs Dialpad pricing table

Selecting the right platform often comes down to value for money and the features included at each price point. Businesses comparing Dialpad and Cue need a clear, side-by-side view of what each solution offers. The table below outlines the main pricing tiers and includes features for both platforms.

Total cost of ownership and ROI

Dialpad uses a tiered, per-user pricing structure, which can escalate as teams grow or require advanced features. Each plan unlocks more integrations and AI tools, but costs rise accordingly. Cue, by contrast, offers a straightforward pay-per-resolution model. This approach allows businesses to scale support without worrying about seat licences or hidden fees.

Cue’s AI Agents automate over 80% of routine queries, reducing operational costs and freeing agents for high-value work. The platform’s multichannel support and proactive engagement tools help businesses recover lost sales and boost customer satisfaction. With real-time analytics and custom workflows included, Cue delivers a compelling return on investment for those seeking business phone system alternatives and customer service platform comparisons.

Cue

Why businesses choose Cue

Businesses consistently select Cue when they need a customer service platform that adapts, scales, and delivers measurable results. Cue’s platform stands out for its ability to handle high volumes of customer interactions without sacrificing quality or speed. Companies value the flexibility to add or remove users and channels instantly, which supports rapid growth and seasonal changes.

• Scalability and flexibility allow organisations to manage fluctuating demand with ease.

• Advanced AI-powered chatbots automate responses, reducing operational costs and improving response times.

• Multichannel support covers WhatsApp, Messenger, and web chat, ensuring customers receive help on their preferred platforms.

• No-code automation and workflow customisation empower teams to tailor processes without technical expertise.

• Deep integrations with tools such as HubSpot, Slack, and Shopify create unified customer profiles and streamline operations.

• Transparent, cost-effective pricing with no hidden fees helps businesses plan confidently.

• Strong security and compliance, including GDPR support and end-to-end encryption, provide peace of mind.

• Intuitive setup and a unified agent workspace boost agent efficiency and enhance the customer experience.

Case studies reinforce these advantages. For example, Payflex, Pace Car Rental, and Hollard all report faster replies, lower costs, and higher satisfaction after adopting Cue. The table below summarises their outcomes:

Cue’s unified inbox and agent workspace enable teams to manage every conversation efficiently. Analytics tools provide actionable insights, helping managers optimise performance and agent productivity. These features combine to deliver a platform that not only meets but exceeds business expectations.

Get a free demo

Booking a demo is straightforward. Businesses seeking to improve customer engagement and efficiency should follow these steps:

1. Assess current communication challenges and workflow gaps.

2. Define collaboration and service goals with input from key teams.

3. Book a tailored Cue demo to experience advanced automation and multichannel support in action.

Frequently asked questions

Can Cue handle high volumes of customer enquiries?

Yes. Cue’s AI Agents manage large volumes without delays. The platform scales easily, supporting 5 to 500+ locations. Businesses see no drop in service quality, even during peak periods. Agents focus on complex cases while automation handles the rest.

Does Cue integrate with existing business tools?

Cue connects seamlessly with CRM, marketing, and support platforms. Teams centralise all conversations and automate workflows. This integration saves time, reduces errors, and ensures every customer interaction is tracked and managed efficiently.

How does Cue improve agent productivity?

Cue’s automation removes repetitive tasks from agents’ workloads. Agents spend more time on complex queries, boosting job satisfaction and efficiency. Real-time analytics help managers optimise team performance and identify training needs quickly.

Is Cue secure and compliant?

Cue uses enterprise-grade encryption and supports GDPR compliance. Role-based access controls and regular security updates protect sensitive data. Businesses trust Cue to keep every customer conversation private and secure.