Designed for remote agents
VoIP call center
Want to move on from PBX, or just interested in switching to a VoIP call center solution? Dialpad's AI-powered customer engagement platform is easy to admin and use for both agents and supervisors. Book a product tour to see how it works!
Set up in minutes
Industry-leading AI that's analyzed over 4 billion minutes of business conversations
All your internal
and
external communications in one place
Drag-and-drop chatbots
No coding needed. With Dialpad, you can take full control of your customer journey. Create chatbots and design dialogue flows with questions and answers—and even include images and video instead of just having text-based answers—with just a few clicks.
Speedier QA
Accelerate quality assurance (QA) reviews, reduce compliance risks, and improve agent adherence with Dialpad's Ai Scorecards. Instead of supervisors having to review call recordings manually, Dialpad Ai automatically suggests when QA Scorecard criteria have been met and highlights coaching opportunities.
Built-in analytics
Many call center service providers don’t come with analytics and dashboards built in, so if you don’t like the idea of having to contact customer support and waiting for days or weeks for them to pull metrics for you, then make sure you check for this! Dialpad Ai Contact Center comes with a built-in CSAT survey feature to help you track customer satisfaction, and dashboards and heat maps showing call volume patterns and average speed to answer.
Truly integrated UCaaS + CCaaS
Dialpad’s platform is truly unified, meaning you get not only a contact center solution, but also a VoIP phone system and communications platform that lets you make phone calls, send instant + SMS/MMS messages, have video meetings, and more—all from one intuitively designed app. One login, one account, one cohesive experience.
Unlimited call recording
Call recordings are essential to contact centers, both from a compliance perspective and also for ongoing agent training and development. In Dialpad, you have the option of manually turning call recordings on and off, and there are also APIs that automatically pause recordings when sensitive information (think over-the-phone payments) is being discussed.
Real-time agent assists
One of the most unique things about Dialpad is its artificial intelligence, Dialpad Ai. Not only does it transcribe phone calls in real time (more accurately than almost all leading competitors), it can also automatically pop up Real-time Assist (RTA) cards on agents’ screens with helpful notes when tricky topics come up on calls.
Easy call queues and routing
Set up and make changes to your IVR (Interactive Voice Response) and automatic call distribution (ACD) in just a few minutes, right in your online dashboard. You can even see which IVR menu options are being used more (and which aren’t) through Dialpad’s built-in analytics, so you can continuously improve your call routing experience!
Live guidance for sales teams
With Dialpad's Ai Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPICED, and SPIN more easily. Dialpad Ai can automatically suggest questions and phrases that they need to say during a call (for example, asking about budget or purchase timelines), understand whether the behavior was met, and check the task off the list (or notify managers if this isn't being done).
Advanced WFM + QM capabilities
Get real-time agent forecasting, gamification, scheduling, and more—all in one fully integrated suite. With Dialpad + Playvox, you can turn support agent data and customer activity into easily digestible dashboards and give supervisors everything they need to improve agent productivity and maintain contact center performance.
Looking for call center VoIP software?
Book a demo to see how easy it is to set up and manage remote agents from anywhere using Dialpad's customer engagement platform. Or, take a self-guided interactive tour of the app on your own!
A mobile and desktop app
Again, not every VoIP provider has both a desktop and mobile app, so if your team needs to be able to work on the go, pay attention to this functionality! For instance, Dialpad works across iOS, Android, PC, Mac, and even web browsers—no downloads needed.
Easily scale up—or down
Whether you need to hire more agents for the busy season or remove users once the busy season is over, you can do all that easily in your online dashboard. Add phone lines, move agents between call center teams, whatever you want.
Voicemail
Just in case any incoming calls do go to voicemail, you can manage all that in Dialpad easily too. Record or upload your voicemail greeting right from your online dashboard, and see your transcribed voicemail messages in your inbox. For outbound call center teams, there’s also a unique voicemail drop feature that lets sales reps drop in a pre-recorded message as soon as they hit a prospect’s inbox.
Multiple active calls? No problem
Supervisors can’t personally watch every customer interaction in real time, but with Dialpad, they can still help agents provide a positive customer experience. Dialpad Ai not only transcribes calls, it can also show the sentiment for each active call. This way, supervisors can view all calls, see which ones have negative sentiment, and scan the live transcript to get full context before deciding whether to jump in.
A wide range of integrations
From CRM integrations to call center workforce management apps to ticketing software, there’s a whole range of apps and business tools that Dialpad integrates with. Want to configure your own custom integrations? You can do that too with the open API.
Excellent call quality
Dialpad's unique dual-cloud architecture and global voice network are designed to minimize downtime and ensure great call quality around the world. Fun fact: The Enterprise plan comes with a 100% uptime SLA!
Keep your phone numbers
Want to keep your existing phone numbers? Dialpad supports number porting—just submit a port request online and we’ll help you port your phone numbers to Dialpad.
An intuitive and resilient VoIP contact center platform
See why both small businesses and global enterprises are using Dialpad’s customer engagement solution to power their VoIP communications around the world. Book a demo or take a self-guided interactive tour of the app!