Call center recording
Whether you work in a small or large call center, call center recordings are useful for both training and maintaining compliance. Get a product tour of Dialpad's AI-powered customer engagement platform to see how it can work for your contact center team.
One click to start or pause recording
Has an API to auto-pause recordings when sensitive info is being shared
AI-powered real-time transcriptions of calls
Self-guided training
How can you do quality management at scale? Recorded calls can be an easy way for new hires (and even experienced agents) to learn on their own and stay up to date on how to field calls.
Create coaching playlists
In Dialpad, you can also create a playlist of customer call recordings that highlight where there’s room for improvement—or show agents examples of excellent call handling.
Post-call summaries
Not only can you record calls, Dialpad Ai also generates a post-call summary email, which will be sent to attendees with the recording, call center transcripts, and action items so that agents can review how things went.
Custom security and privacy settings
Dialpad's recording and APIs allow agents to automatically pause recording and/or transcription when they're taking sensitive information. (For example, when they open up a particular screen or field to take down healthcare information—and restart recording/transcription once they close that window.)
Real-time transcripts
For contact center supervisors who have to oversee many agents, Dialpad's speech + voice analytics technology transcribes calls in real time. This helps with call monitoring for supervisors, and allows them to scan multiple active calls (and jump in if needed). It's the perfect complement to call recordings.
Integrations with CRMs
Dialpad integrates with CRM software like Salesforce, HubSpot, and more to automatically log calls and activities for agents—and even embeds a CTI dialer to allow them to have phone calls with customers right in the CRM.
Better real-time assistance for agents
When reviewing call recordings, you may notice that certain tricky questions keep coming up from callers. In Dialpad, you can create a Real-time Assist (RTA) card, which is like a cheat sheet with tailored notes. Set it to trigger automatically on an agent's screen when certain keywords or phrases are spoken!
Need better compliance and dispute resolution?
Book a product demo to see how Dialpad's call center recording feature can make that easier for your agents and supervisors. Or, take a self-guided interactive tour of the app on your own!
Will Musto
Director of Operations at The Roman Group
Need call center recordings?
Call center recording is one of many core features that Dialpad's AI-powered customer engagement platform offers, along with real-time transcription and live sentiment analysis. See how it works with a product walkthrough!