Introducing Dialpad Support: The next generation of customer service

Today, we’re excited to unveil Dialpad Support, a next-generation contact center solution that’s set to redefine customer service for businesses around the globe.

Built to replace outdated, rigid systems, Dialpad Support combines cutting-edge Ai with a scalable, cloud-based platform. It’s designed to help agents and managers thrive while delivering the kind of customer experiences that keep people coming back.

Much more than a rebrand

You may have noticed that we've changed our product name from Ai Contact Center to Dialpad Support.

Like many companies, we’ve been doing a lot of thinking about Ai and what it brings to our products and our users. And we’ve realized we got a little bit too excited about the technology—the Ai and the amazing features we’ve built—and got distracted from our real mission.

Our Ai, our products, and everything we do, is all about supporting our users, and helping people, every day, have the tools to be better at their work.

Because when your employees feel supported, knowledgeable, and more capable of doing a better job than ever before, imagine what your customers will feel.

In other words, Ai at Dialpad isn’t a shortcut. It’s a force multiplier.

The new names of our products are all based on what they help our users to do. Dialpad Support is about helping our businesses do an amazing job at supporting their own customers. And all that crazy cool Ai we’ve built in natively is focused on that one goal—creating a delightful support experience.

(And yes, we’re changing the names of our other products as well for the same reason—say hello to Dialpad Connect and Dialpad Sell.)

Leapfrogging legacy solutions with real-time Ai

Dialpad Support takes a big leap beyond traditional contact centers and support systems. Powered by our proprietary large language model (LLM), DialpadGPT, this platform is built on our experience delivering over seven billion minutes of Ai-assisted business conversations, making it highly relevant to enterprises and able to deliver the most accurate speech-to-text transcriptions for business conversations in tests against the leading publicly available LLMs on the market. With Ai capabilities that provide coaching, summaries, and insights during calls—not hours later—Dialpad Support is designed to keep pace with your business.

Our impact speaks for itself. According to a 2023 Forrester Total Economic Impact report, Dialpad users are more productive with proof points like a 50% decrease in post-call work for agents and 7.5 hours in manual tasks saved weekly by managers. Companies also reported a 20% reduction in average handle time (AHT) and a 15% reduction in abandoned calls.

This isn’t just Ai for Ai’s sake—it’s a results-driven solution that delivers immediate value.

Here’s what we’re launching…

Empowering agents and reducing burnout

When agents thrive, happy customers follow. Dialpad Support empowers agents and reduces burnout by streamlining answers to complex questions. With our generative Ai, agents now receive concise, real-time responses to intricate queries, saving them from sifting through lengthy documents during customer calls. This shift transforms how real-time help is presented—agents can consume answers easily, even for the toughest questions, without missing a beat in the conversation.

Our Ai Assistant taps into both internal and external knowledge bases, retrieving the information agents need instantly. This rapid response reduces onboarding time, boosts agent confidence, and improves retention by ensuring they feel prepared and supported—instead of overwhelmed and overworked.

Meanwhile, simple questions are handled by our chatbot, Ai Agent—set up in just minutes (not days or weeks) and available 24/7. This is because unlike traditional systems requiring time-consuming customization, Ai Agent intuitively understands your knowledge base from day one, drastically reducing setup and maintenance. Updates to your knowledge base are instantly reflected in Ai Agent’s responses, a significant advantage over systems that require frequent reconfiguration. As a result, customers are seeing Ai Agent deflect 50-68% of calls, allowing your team to focus on impactful, quality interactions.

Noticing a common theme here? It’s all about reducing burnout (many of our customers report more than 10% drop in annual agent turnover) and giving agents the support they need to excel.

Because—we’ll say it again—happier agents mean happier customers.

Building high-performing teams with actionable insights

Dialpad Support isn’t just for agents, it’s a game-changer for managers too. Our Ai-powered tools give managers the insights they need to build and sustain high-performing teams, without having to spend hours listening to recording after recording to identify coaching opportunities.

During every conversation, Dialpad alerts managers when issues arise—during the call and not afterward—allowing them to respond and resolve issues faster than ever before.

For insights into agent performance, Ai Scorecards now automatically grade calls and provide feedback, helping managers review on average 3x more calls to make better decisions, faster.

Dialpad's new Workforce Management (WFM) solution, powered by Surfboard (a company we acquired this year) means managers can now streamline scheduling, forecasting, and performance tracking.

As CX Today highlighted, this addition makes Dialpad a strong performer according to the Gartner Peer Insights “Voice of the Customer” for CCaaS 2024 report.

With these tools, in addition to our existing features like Real-Time Assist and Ai CSAT, managers can focus on what matters most—coaching their teams and improving customer experiences. Dialpad Support provides the actionable data needed to fine-tune performance at every level.

Customers will get access to all of these features—plus upgrades to numerous others—starting November 19th.

Make every interaction a success with Dialpad Support

Dialpad Support is more than a software update, it's a new approach to customer service. Our platform captures key details from each conversation, providing managers and agents with the information they need to continuously refine their approach and enhance performance—making every interaction an opportunity to improve.