Inbound call center software

With a true omnichannel platform, your agents and supervisors can carry conversations across every channel to provide that consistent experience for your customers. With Dialpad, you can manage all your social media channels—and more importantly, even non-digital channels like voice and video—in one place.

Interactive voice response systems (IVRs) can route calls automatically and provide basic information based on inputs from your callers. Instead of purchasing a separate IVR platform, contact center software like Dialpad has IVR functionality built right in. It even comes with analytics that tell you which options are being used (and which aren't).

Call recordings are essential because they help call centers assess how agents are performing, improve training, and maintain compliance. In the long term, that can help improve your customer experience, and increase retention and sales. With Dialpad, you can just hit a button to start or pause call recording.

Not only can Dialpad’s AI-powered real-time transcription reduce the need for manual note-taking, it also gives your contact center searchable records of customer conversations to do training and QA. Dialpad Ai even analyzes caller sentiment in real time to help busy supervisors quickly spot if a customer call is going south.

Onboarding new agents quickly and need to maintain a high level of service? Create RTA (Real-Time Assist) cards and use Dialpad’s Ai Assistant feature to pop up tailored notes automatically on agents’ screens when specific keywords and phrases are spoken!

Dialpad’s Playvox integration gives you robust WEM (Workforce Engagement Management) and QM (Quality Management) capabilities like contact center forecasting, workflow optimization, scheduling, and more.