Contact center integrations

Better context, faster resolutions

Growing contact centers rarely run on one system. When customer data lives in a CRM, tickets live in a help desk, and knowledge base content lives in yet another tool, it can be difficult for agents to move between all of them without losing context.

Contact center integrations are pre-built connections between a contact center platform and the other systems they use, letting data sync automatically instead of requiring manual entry. As teams scale, this becomes less about convenience and more about operational continuity: when a contact center platform is isolated from the rest of the business, agents can lose time re-entering data, supervisors can lose visibility into performance across systems, and customers need to repeat themselves every time they're transferred.

Dialpad's AI platform for customer experience connects directly to those systems, keeping data and context in sync across your tools. A call made through Dialpad Support for contact centers, for example, can log to Salesforce without an agent taking any manual action. Connecting Dialpad to your contact center's systems means:

• Customer history, past interactions, and case details can surface automatically when an agent picks up a call or chat, instead of requiring a manual lookup.

• Call and conversation data, including AI-generated summaries and sentiment, can log to the systems your operations and compliance teams already report from.

• Supervisors get a more complete view of performance because activity isn't fragmented across tools that don't talk to each other.

• Depending on your setup, IT and security teams can extend existing identity and access management policies to the contact center rather than managing a separate set of controls.

Core CRM and help desk integrations

Most contact center integrations start with the CRM or help desk system of record. Dialpad Support for contact centers connects natively with the platforms growing and established teams rely on most, including Salesforce, HubSpot, Zendesk, ServiceNow, and Zoho CRM. Additional integrations are available in the Dialpad app marketplace, and integrations can be enabled company-wide or by office, department, or contact center depending on how your admin configures them and the plan you're on.

Salesforce

The Salesforce integration syncs Dialpad Support for contact centers with Salesforce Service Cloud and Sales Cloud, so calls, activities, and contact records stay aligned without manual entry. Agents can place and receive calls from inside Salesforce, and call details log automatically to the matching record.

HubSpot

HubSpot users can make and log calls directly from the HubSpot dashboard. Dialpad matches callers to existing HubSpot contacts, and AI-generated call data can populate logged call activities and records so support and sales teams see the same history.

Zendesk

The Zendesk integration lets agents place HD calls from inside Zendesk, checks whether a caller has an existing ticket, and can generate new tickets automatically for incoming contact center interactions.

ServiceNow

For teams running IT service management alongside customer support, the ServiceNow integration lets contact center and coaching teams connect records, create tickets, and log calls, notes, and call dispositions directly to ServiceNow incidents.

Zoho CRM

Zoho CRM customers can match Dialpad contacts to Zoho records and have inbound and outbound calls logged automatically against the matching customer record.

Dialpad AI Agents integrations

Dialpad AI Agents, also on the Dialpad platform like Dialpad Support for contact centers, are built to act on customer requests across voice and digital channels rather than only logging them. AI Agents can connect to the systems your team already uses to look up information, schedule appointments, qualify requests, and complete tasks, then hand off to a human agent with full context when a conversation needs one.

Supported connections for AI Agents include Salesforce, ServiceNow, Zendesk, HubSpot, Google Calendar, Google Workspace, and Calendly, among others, with availability depending on your configuration and plan, so an agent can be configured to check a calendar, look up an order, or update a record as part of resolving a request. Guardian, Dialpad's real-time safety layer, monitors AI Agent activity to reduce data exposure risk and flag harmful or out-of-scope content, which matters more as agents move from answering questions to taking action on a company's systems.

Industry-specific integrations

Some industries need integrations that go beyond general CRM and help desk connections. Dialpad supports several native, industry-specific integrations:

• Recruiting and staffing: The Bullhorn integration logs call status, notes, and transcript links as activities in Bullhorn, and can support multiple Bullhorn instances for agencies operating across regions or brands.

• Legal: The Clio integration connects Dialpad to Clio for legal case management, so call activity can be tied to the relevant matter.

• HR: The Rippling integration connects Dialpad to HR workflows for teams managing employee records alongside customer-facing operations.

Governance and trust

IT and security teams typically want contact center tools to extend existing identity and access policies rather than introduce a new set of them. Dialpad integrates with Okta and OneLogin for single sign-on and identity management, so access to Dialpad can be set up to follow the same authentication rules as your other systems. Dialpad's broader security and compliance posture, including SOC 2 Type II, HIPAA-ready products, and features that help organizations meet GDPR requirements, is documented at dialpad.com/trust.

Productivity and workflow integrations

Contact center agents and supervisors also rely on everyday collaboration tools. Dialpad connects with Google Workspace and Microsoft 365 for scheduling and document access, and with Microsoft Teams through direct routing for teams standardized on Microsoft communication tools. For systems without a native connection, Zapier can bridge the gap and automate workflows between Dialpad and other tools in your stack.

Bringing it all together

Whether it's a CRM, help desk, workforce tool, or an industry-specific system, connecting it to Dialpad means agents can spend less time switching between screens and more time helping customers, supervisors can get a clearer view of what's actually happening across the contact center, and IT teams can extend the policies they already trust rather than starting over. The result is a contact center that works with the rest of your business instead of around it.