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Inbound call center software
Handling high volumes of incoming calls? You’ll need inbound call center software that can help busy agents provide a better experience, while reducing the burden of manual, low-value tasks like data entry. Dialpad's AI-powered customer engagement platform is designed to do exactly that. Book a product tour to see how it works!
Provide a better omnichannel experience for customers
Inbound call center solutions like Dialpad Support free up your agents to manage the inbound customer communications that actually need a live agent’s help.
If your business needs to handle multiple digital channels, scale up your workforce globally, and effectively coach agents in real time, keep reading to learn how you can do all of that with Dialpad.
Inbound call center solution with all the features you need
Omnichannel communications
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.
Self-service journey building
No coding needed. With Dialpad, you can take full control of your customer journey. Use the no-code drag-and-drop builder to create chatbots and design dialogue flows with questions and answers—and even include images and video instead of just having text-based answers—in minutes.
IVR capabilities
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).
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.
Unlimited call recordings
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.
Looking for an inbound contact center solution?
Book a demo of Dialpad Support or, take a self-guided interactive tour of the app on your own first!
Built-in analytics
A good contact center solution should come with contact center analytics like dashboards, heatmaps, IVR analytics, and live sentiment analysis included. With Dialpad Support, you can see all your KPIs in a clean dashboard, including missed and abandoned incoming calls to wait times, helping you make targeted, real-time improvements to improve agent productivity and your customer experience.
I love the heat map. Not only does it help my managers with capacity planning way in advance, we can also take those analytics and show it to our property managers so they can get a very unique set of evidence about calls coming so they can hire more people or extend our work hours.
Sahil Farooqi
Head of Customer Care, Rently
Live transcription
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.
Easy call routing
Need to send calls to different agents and departments quickly? With Dialpad, you can do call transfers, adjust call queue priorities and self-service options, and more—all with just a few clicks from your online dashboard.
Real-time assists
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!
A wide range of integrations
Dialpad integrates with popular customer experience tools like Zendesk, Zoho CRM, and Salesforce to automatically log customer data and provide an embedded CTI (computer telephony integration) dialer for making calls—without leaving those tools. Want to build custom automations with APIs? You can do that too!
Advanced workforce management
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.
✒️ Grab the Contact Center RFP Checklist
Vetting different cloud contact center solutions? This RFP checklist covers the essentials to be aware of and why they may be important for your contact center.
Inbound contact center services: Why use them?
We’ve gone through the different ways in which your business can use an inbound contact center, from facilitating technical support to helping with marketing campaigns. We’ve also explored the features and functions of inbound call center solutions. Now, let’s look at a few questions to ask if you’re considering implementing an inbound contact center.
If you answer yes to any of these questions, then you may want to look into a contact center.
Are you getting more inquiries and phone calls than your current in-house team can handle?
Having one or two customer support employees might work for smaller businesses, but once your brand grows past a certain point, you’ll get more and more inquiries every day from both customers and people who are interested in your products or services.
Once you’ve reached this point, you should start looking at using contact center software to handle all these customer interactions and call volumes. For example, Dialpad’s contact center platform not only has basics like an easily customizable IVR system, but also analytics like heat maps that show you things like call volumes (which we mentioned earlier) and average speed of answer.
Are you running any marketing campaigns that ask prospects to reach out to you?
We already mentioned infomercials and TV ads as a common way to use an inbound contact center to make money, but depending on how your business is set up and what your online experience is like, you can also run upselling or cross-selling campaigns.
Some businesses, like e-commerce and software companies, can have a fully online purchase experience—and their customers prefer doing it all online.
But what if your customer base is older, or prefers to make bookings or purchases over the phone? (Some people may still prefer to book trips over the phone!) You need an inbound contact center to handle those inbound sales. If you have outbound sales agents who have to do follow-ups or supplement your inbound marketing activities, you may want to look into blended contact center software.
Do you have the budget?
Ah, one of the most important questions. Booting up a contact center is not an easy—or always cheap—endeavor, so make sure you actually have the budget to make it happen.
Another factor to consider is how big your team is. If you only have one or two agents and they can handle all your inbound communications comfortably, then you may not need a contact center yet. But once you have about five agents or are scaling quickly to keep up with inquiries and questions, then it’s time to start looking.
Provide exceptional customer experience with the right inbound call center software provider
Whether you have a small or large support team that handles a high volume of incoming calls, Dialpad Support is designed to make those workflows as easy as possible.
Set up from anywhere in minutes, add and remove agents with just a few clicks, and get the latest AI-powered functionality, like real-time transcription, Ai Assistant, and more.
Try the best call center software
Book a demo, or take a self-guided interactive tour of the app on your own first!