RELIABLE + SCALABLE
Enterprise contact center software and solutions
Give global teams one platform for voice, digital, and AI agents, with real-time AI that helps agents resolve issues faster and gives leaders visibility across sites and teams.
Manage large-scale contact center operations with real intelligence at every interaction
Enterprise contact center software helps large organizations manage customer conversations across voice and digital channels, multiple sites, and large agent teams from one system. It typically combines routing, workforce management, quality management, analytics, and AI agents, so teams can resolve more issues on first contact and leaders can see performance across the whole operation.
Dialpad Support for contact centers is enterprise call center software built for teams that need to scale. It brings channel support, real-time AI assistance, intelligent routing, and automation into the same app agents and supervisors use every day, so customer conversations become insight your team can act on.
Enterprise-ready capabilities include:
Scale on demand: onboard new agents, launch teams, and add sites quickly, then scale back down for seasonal demand.
Secure, compliant infrastructure: support global operations with the security controls and certifications listed on the Dialpad Trust Center.
Unified communications and contact center in one platform: calling, messaging, meetings, and contact center queues share one app.
Multi-site administration: manage offices, teams, and contact centers in different regions from a single admin portal.
Beacon Mobility, which employs 19,000 people across 25 states, rolled out Dialpad Support for contact centers and Dialpad Connect to 27 offices in two to three months. Its call center teams now see how many calls come in, which get answered, and how long callers wait, Spanish-speaking families are routed to Spanish-speaking representatives, and AI Playbooks guide new representatives through incident calls.
AI that helps agents and elevates performance
AI is part of Dialpad's contact center from the start, not a separate tool added on top. Dialpad AI transcribes calls live, flags sentiment, and surfaces guidance, so agents and supervisors can act with context while the conversation is still happening. In the IDC Business Value Study, Dialpad customers reported 13% more productive call center agents and 24% more productive call center managers.
Key AI capabilities include:
Real-time AI assistance: AI Live Coach surfaces guidance and answers on agents' screens during live calls.
Sentiment and risk indicators: spot calls that need attention early and coach in the moment.
AI-driven quality management: AI Scorecards help automate QA, and AI CSAT estimates customer satisfaction across calls rather than only survey responses, with explanations of what shaped each score.
Conversation intelligence: turn customer conversations into insight on why customers call, what they need, and where processes break down.
AI agents for enterprise contact centers
Dialpad Resolve provides AI agents for voice and digital interactions that can handle routine customer requests on their own and work alongside human agents on the rest. Enterprise contact centers use AI agents to:
Answer calls after hours or during volume spikes, and replace button-press IVR menus with natural conversation
Triage customers and route them to the right team based on what they need
Complete tasks such as scheduling appointments, checking order status, or capturing intake and claims details
Hand off to a human agent with context, so customers don't have to repeat themselves
Skill Mining helps teams decide where to start. It analyzes transcripts of contact center calls between customers and human agents, recommends AI agent skills based on why customers call, shows the share of calls each skill could handle, and pre-fills a new skill for your team to review.
Dialpad Support for contact centers
Dialpad Support for contact centers gives enterprises one platform for omnichannel contact center management. Key features include:
No-code digital journeys
Design customer journeys for digital channels without writing code. Teams can build chatbot dialogue flows that guide customers through a process step by step or troubleshoot through a decision tree, then add the chatbot to their website as a webchat channel and update responses as customer needs change. For more complex requests, AI agents can be set up without code too.
Real-time transcription
Dialpad AI transcribes calls as they happen, so supervisors can monitor several agent calls at once and scan live transcripts for full context before they step in. Teams can also search past conversations instead of replaying recordings. Westward360 credits AI transcription with a 20% productivity improvement, since its team can jump to the exact part of a call they need to check.
Live sentiment analysis
Supervisors can't listen to every call. Dialpad AI's live sentiment analysis shows which calls are trending negative, so supervisors can review the transcript and decide whether to message the agent with advice or join the call.
Real-time coaching at scale
With AI Live Coach, supervisors create cards that appear on agents' screens when specific keywords or questions come up on a call. For example, a card with refund policy details can appear when a customer says "refund" or "money back." Agents get consistent answers without waiting for a manager, and new hires can ramp faster.
At Westward360, Chief Technology Officer Brawley Reishman says the cards help the team "standardize the information we provide to customers, reduce training time by 50%, and quality control our calls with customers."
Faster, broader QA
AI Scorecards help supervisors review more conversations with less manual work. Dialpad AI suggests when scorecard criteria have been met and highlights coaching opportunities, which helps reduce compliance risk and improve agent adherence.
Before Dialpad, leads at Wind River Environmental spent 10 to 15 hours a week on manual QA, and each agent was evaluated on four calls a month. With AI Scorecards, QA coverage expanded to the majority of customer conversations. Education First also reports CSAT rising from about 89% to over 97% in three months, using AI CSAT and contact center analytics to find and address issues.
Built-in analytics
Real-time dashboards and heat maps show critical KPIs such as call volume patterns and average speed of answer across teams and sites. Leaders can use contact center analytics to adjust staffing and processes quickly, based on what's actually happening in customer conversations.
Unified communications and contact center on one platform
Dialpad developed its UCaaS and CCaaS products natively on a shared foundation, so calling, messaging, meetings, and contact center work share one app and one set of customer data rather than being packaged from separate products. Agents and supervisors can take customer calls, message colleagues, send SMS and MMS, and join video meetings from desktop or mobile without switching tools.
For organizations deciding whether to buy UCaaS and CCaaS from one vendor, a shared platform can reduce integration work and give leaders one view of customer conversations across the business. If you have both inbound and outbound contact center operations, sales teams can work in the same system with Dialpad Sell.
PS Logistics replaced separate phone systems across its 16 operating companies with Dialpad. Its contact center now recognizes which company each driver belongs to and routes them to that company's maintenance coordinators, and its McLeod TMS integration lets coordinators click to dial from the TMS and open related records when a call comes in.
Integrations with tools you’re already using
Dialpad Support for contact centers integrates with CRMs and help desks such as Salesforce, Zendesk, HubSpot, and Zoho CRM, plus Google Workspace and Microsoft 365. Agents can call from inside the CRM, log activity automatically, and see customer context on screen, and open APIs let teams connect their own systems. For Beacon Mobility, the HubSpot integration means agents no longer have to go into Dialpad and then into HubSpot to log their work.
Looking for an enterprise contact center solution?
Dialpad Support for contact centers brings routing, AI assistance, AI agents, and analytics together, so global teams can manage customer conversations on every channel from one place. Get a demo to see how it fits your operation.
Security and compliance for enterprise operations
Dialpad safeguards data in transit and at rest, can help you meet compliance requirements such as GDPR, and supports HIPAA readiness. Role-based access controls let admins manage permissions at the company, office, and contact center level, with granular control over who can access recordings, transcripts, and call data. Teams can use Dialpad's APIs to pause recording automatically when sensitive information comes up. In-meeting controls such as muting participants and removing guests help keep internal meetings secure. Security and compliance details are on the Dialpad Trust Center.
Integrated WFM
Dialpad Workforce Management (WFM) helps contact center leaders forecast demand, build schedules, and track adherence with real-time insight, so they can keep coverage and service levels steady as volume shifts. Built on Dialpad's acquisition of Surfboard, a cloud-native WFM platform, it runs in the same platform as your contact center.
Wind River Environmental moved workforce management from a separate tool into Dialpad to keep its team on one platform. With real-time alerts, its schedule adherence improved from 85% to 89%.
24/7 tech support
Enterprise plans include 24/7 phone and live chat support from Dialpad tech support. For self-serve answers, the Dialpad Help Center has setup guides and resources for users and admins.
Intelligent call routing
Dialpad's customizable IVR and automatic call distribution (ACD) help callers reach the right agent or department quickly. Skills-based routing sends customers to agents with the right expertise, and AI agents can triage requests before a call reaches a person. An IVR usage dashboard shows which menu options callers use, so you can keep improving your call routing.
Wind River Environmental used Dialpad Expert IVR workflows to add booking links to the customer journey, generating more than $100,000 in revenue from IVR-driven bookings.
Automatic call recording
Admins can set each contact center to record inbound calls, outbound calls, or both automatically, and choose whether agents can pause a recording. Teams can also use agent screen recording, set an exception list for calls that shouldn't be recorded, and back up contact center recordings to Google Cloud Storage.
Industry use cases for enterprise contact center software
Different industries face distinct customer engagement challenges. The examples below show how enterprise contact centers apply modern software and AI agents to industry-specific requirements at scale.
Healthcare
Healthcare organizations rely on contact center software to communicate with patients, staff, and insurance providers while meeting regulatory requirements such as HIPAA. AI agents can answer routine questions, help with appointment scheduling, and route urgent concerns to clinical staff.
Hopper, a global healthcare technology company, skipped button-press IVR at its largest contact center and moved straight to conversational AI intake. The AI answers simple questions such as hours and directions, listens for post-op risk language like pain or swelling, routes patients to the right destination, and escalates to people with context. Dialpad's analytics also showed Hopper how to reorganize surgery scheduling so patients reach a scheduler faster.
Customer story
Fenway Health rolled out Dialpad site by site across its 15 locations, which let the team tailor training to each clinic and department.
Legal
Legal organizations use contact center software to handle client intake, case inquiries, and time-sensitive communications securely, with a clear record of each interaction. AI agents can qualify new inquiries and capture intake details before a case team follows up.
Insurance
Insurance providers use contact center software to manage high volumes of policyholder questions, claims intake, and service requests. AI agents can capture claims details and route complex cases to the right specialist, while a centralized contact center keeps routing accurate and service consistent across the policy lifecycle.
Tech and SaaS
For large SaaS organizations, customer support is one of the highest-volume types of communication, so analytics on customer satisfaction, inquiry types, and call volumes are essential. AI agents can handle common questions and support intake, then create or update tickets in help desks such as Zendesk.
Shopmonkey, a cloud-based shop management platform for auto repair businesses, rebuilt its support team on Dialpad. After making every Tier 1 agent available across phone, chat, email, and web tickets, its average speed to answer has stayed under 30 seconds every week. With AI Scorecards, reviewers now score four times as many calls per session, and the team's average QA score rose from the low 80s to 92%.
Higher ed
Universities and education organizations need contact center teams that can handle admissions, enrollment, and student and family questions across campuses and time zones. Education First can set up agents, spin up teams, and adjust its call centers itself within minutes, and it improved outbound call efficiency by 33% with AI Live Coach, live sentiment analysis, and voicemail drop.
Real estate
Brokerages and property managers handle high volumes of inbound inquiries, from scheduling viewings to tenant and maintenance requests. AI agents can answer listing questions, book tours, and triage maintenance requests. Westward360 rebuilt its phone tree into four contact centers and a support line department, so callers reach the right specialist for maintenance or billing.
“Dialpad has a very low learning curve. Very easy to pick up without any formal training to figure out how to use it. The usability was great from the get-go.”
Jude TungulBusiness Operations and Intelligence Manager at Westward360
Enterprise contact center solutions built to scale with AI
Enterprise contact centers need more than a place to answer calls. They need a deep enough understanding of customers to resolve issues quickly, and a way to carry that understanding across channels, teams, and handoffs.
Dialpad Support for contact centers is part of Dialpad's AI platform for customer experience, which brings business communications, inbound and outbound contact center operations, and AI agents together. Because customer conversations happen in one place, they can all feed the same conversation intelligence. Leaders can turn interactions into operational insight and make better-informed decisions about staffing, training, and what to automate next.
Customers move between voice and digital channels, so routing and context need to move with them. AI agents and human agents work in the same system, so when a conversation moves from an AI agent to a person, the context comes along. That matters for global organizations running contact centres in the UK, Europe, and Australia alongside US operations, where teams in different regions need the same view of each customer.
The IDC Business Value Study also found $29,173 in additional net revenue per 100 Dialpad licenses. For organizations evaluating Dialpad across the whole business, the Dialpad enterprise platform brings communications, contact center, and AI agents together for every team.
What Dialpad research shows about AI in enterprise contact centers
Dialpad studies how AI performs in real customer conversations through industry surveys, analysis of contact center interactions, and published AI research. Four findings stand out for enterprise contact centers.
AI that answers isn't the same as AI that resolves
In The Next Phase of Customer Service AI, Dialpad's 2026 survey of 150 Director and VP+ customer service leaders, 77% of organizations were already piloting or deploying AI. While 80% had information retrieval enabled, only 25% had autonomous resolution. About one in five AI-to-human handoffs (21%) happened because the AI understood the request but couldn't complete it, and only 33% of organizations had the customer's full cross-channel history available during the interaction. For contact centers, that points to connecting AI agents to the systems they need to act on and keeping context across voice and digital.
Measure outcomes, not just deflection
The same survey found that 54% of organizations can't yet distinguish a truly resolved interaction from a deflected one. Tools like AI CSAT and AI Scorecards help teams judge quality across conversations instead of counting how many calls AI kept away from agents.
"In healthcare, deflection isn't always a good thing. Less call volume doesn't necessarily mean better care. What matters is the outcome."
- Chase Williams, SVP of IT Transformation, Hopper
Much of customer demand goes unanswered
The State of Customer Signals, Dialpad research with Metrigy CX Research, found that 55.9% of inbound contact attempts in Dialpad's analysis were missed or unanswered. About half of the customer calls in its Skill Mining analysis also covered more than one topic. AI agents for after-hours and overflow, plus routing that adapts as a customer's needs change, can help contact centers capture more of that demand.
Research built on real conversations
Dialpad's AI Research Lab publishes research on problems contact centers face every day. A recent benchmark on recognizing customer topics in noisy, real-world contact center transcripts found that lightweight LLMs using natural-language topic descriptions outperformed regex and zero-shot embedding approaches. Other papers cover automated call recommendations for agent coaching and a framework for testing AI agents on voice as well as text, since some gaps appear only when an agent has to understand speech and take action.
See Dialpad Support for contact centers in action
Get a tailored walkthrough of how Dialpad's AI-native platform supports large-scale contact center operations, from AI agents and real-time coaching to workforce management and analytics. You can also compare Dialpad Support for contact centers plans.
Enterprise contact center solution FAQs
Organizations should consider switching when their current contact center limits scalability, flexibility, or visibility across sites and teams. Older on-premises systems often rely on fixed infrastructure and manual processes, which can make it harder to add sites, support agents in different locations, or adopt AI agents.
Cloud contact center platforms give leaders real-time insight into quality and performance and let teams work across locations and devices. Many organizations migrate in phases, one site or team at a time, as Fenway Health and Beacon Mobility did.
Look for omnichannel routing, real-time AI assistance, AI agents, quality management, workforce management, analytics, and CRM integrations on one platform. Also evaluate security and compliance controls, multi-site administration, role-based access, and how context carries over when a customer moves from an AI agent to a human agent. The more of these share one set of customer data, the easier it is to see the full customer journey.
Plan for the rollout as carefully as the platform choice. That includes number porting and data migration, phased deployment across sites, agent onboarding, and keeping daily operations running without disruption. Scalability, reliability, and security should be requirements from the start.
Evaluate how each solution supports agents, supervisors, and admins, and validate it against business, regulatory, and industry requirements through a structured pilot. Starting with one team or one use case, such as an after-hours AI agent, gives you before-and-after data to measure.
Scalability means adding or removing agents, queues, numbers, and sites quickly, without operational friction or heavy IT work. It includes onboarding agents, assigning roles and permissions, and reorganizing teams as business needs change, including outsourced or BPO teams.
It also means scaling down. Contact centers need to adjust staffing for seasonal demand without disruption, and AI agents can absorb volume spikes so human agents can focus on complex conversations.
Yes. AI contact center solutions can support enterprise scale when AI agents, human agents, routing, and analytics run on the same platform and share customer context. Many enterprises start AI agents on bounded, repeatable requests such as order status, scheduling, or after-hours calls, then expand as results come in.
Clear rules for what AI handles and when people take over matter just as much. In Dialpad's 2026 customer service AI survey, the most common AI-to-human handoff trigger (29%) was a request falling outside the AI's defined decision rules.
Start with customer continuity: customers should be able to switch channels or reach a person without repeating themselves. Then define integration requirements for the systems agents rely on daily, such as CRM, help desk, ERP, and other systems of record. A contact center that fits into those workflows reduces friction for agents and gives leaders consistent visibility across the organization.