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Kustomer Integration

Overview

The Kustomer platform provides agents with a single place to focus and more importantly, support their customers.

With a holistic view of all customer activities—from purchasing to emails and everything in between, Kustomer users have everything they need to have meaningful conversations from one single screen rather than having to toggle between multiple windows or tools.

With the Dialpad integration, agents are now able to continue to provide personalize support at scale with the addition of a reliable, HD quality business phone system that keeps them completely inside the Kustomer platform.



Key Features

Inbound Call Notifications

  • Receive inbound call notification when new calls come into your Dialpad number from inside Kustomer
  • Calls answered will launch Dialpad Everywhere, always on top call widget which includes:
    • Call controls (mute, record, transfer, hang up)
    • Integration quick links (CRM, email, events)
    • Live call transcription (Voice Intelligence™)
    • Agent recommendation cards for FAQs (Voice Intelligence™)
  • Dialpad's integration with Kustomer also supports SMS logging

Interaction Matching

  • If a customer’s number matches what lives inside the Kustomer platform, agents will automatically see the existing interactions pop up on their screen

Call Logging:

  • Log inbound and outbound calls

Coach from Anywhere

  • Trigger real-time assist cards for agents that include canned responses and hyperlink for more information
  • Managers can create multiple Call Centers and assign agents across them as necessary

How to setup

After adding the Dialpad integration from the Kustomer marketplace, agents will see inbound call notifications on their screen with the ability to answer straight from inside Kustomer.

If a customer’s number matches what lives inside the Kustomer platform, agents will automatically see the existing interactions pop up on their screen so they have the full picture of their customer’s activity at the time of the call.

Calls are powered through the Dialpad Everywhere widget, which includes functionality like:

Additional info

Turn Agents into Experts

When all your customer history lives in a single view, your agents already have a headstart in being able to provide the kind of personalized support that customers can count on when they reach out.

But what about your newest agents? Do they have everything they need to truly be successful when they go to pick up that first call?

With Dialpad’s agent recommendation cards, agents can be served the right answer, exactly at the right time, without fumbling for words or having to put customers on hold to look it up.

Managers can simply populate their cards, including the keywords that trigger the card, the approved answer, and a link for more information (think help article or troubleshooting page) to automatically appear within the Dialpad Everywhere widget when they’re inside Kustomer.