Screenshot of Dialpad's virtual call centre platform Ai transcribing a phone call in real time

Cloud contact centre

Give your agents and supervisors an AI-powered cloud contact centre that helps them provide an excellent customer service experience. Book a product tour to see how it works!


What is a cloud contact centre?

A cloud-based contact centre is a digital solution that brings all your different communication channels together into a single app. The “cloud” element refers to the fact that the software is hosted online by your provider.

When you use a cloud-based solution provider, your data gets stored (securely) in the cloud, where it can then be accessed from anywhere with ease by members of your team. It’s ideally suited for distributed teams, or companies with customer service teams in multiple locations.

If your team is using other software, then integrations can connect them with your contact centre solution to help you save time by unifying all your data in one place, which makes customer information (like contact details and past purchases) easily accessible to your agents.

Need cloud contact centre services? Why not try Dialpad Ai Contact Centre?

Your cloud contact centre service or software should let you do more than just take phone calls from customers. Here's what you get with Dialpad Ai Contact Centre:

Screenshot of adding new agents to the contact centre in Dialpad

Easy to set up, onboard, and scale

You shouldn't need to spend hours getting a new solution ready to go. That’s why Dialpad is user-friendly and quick to set up, right from your online dashboard. Once you’ve got a Dialpad subscription, you’ll be ready to start using it and scaling up right away from any device.

Screenshot of social media, digital, and voice channels being handled by an agent in Dialpad's omnichannel contact centre platform.

Omnichannel communications

Dialpad’s cloud contact centre helps you connect with customers on the channels they want to use. As a true omnichannel solution, it empowers you to provide the same excellent service and experience to all customers, whether they're reaching out to you through Facebook Messenger, WhatsApp, or other digital channels.

Screenshot of Dialpad Ai transcribing a phone call in real time


Dialpad’s proprietary AI technology, Dialpad Ai, is built right into our platform. Not only does it do real-time transcription, it also produces transcripts that are keyword-searchable. So, if you’re searching for instances of a particular keyword or phrase (like "refunds"), you can search for those keywords and Dialpad Ai will pull up conversations about those topics instantly.

Screenshot of Dialpad Ai analysing the sentiment of multiple calls in real time

Live sentiment analysis

A key ingredient to great customer service is being able to respond quickly before conversations go poorly, and to do that, your supervisors need to be able to monitor the sentiment of all calls in real time. That’s why Dialpad has AI-powered live sentiment analysis. This lets managers track how multiple calls are going at once, so they can always jump in and help out when agents need them.

Looking for a cloud
contact centre platform?

Book a demo of Dialpad Ai Contact Centre with our team or take a self-guided interactive tour of the app first!

Dialpad's Salesforce integration automatically populating a call's details.

Integrations with your existing tools

Dialpad’s extensive list of integrations includes productivity apps, CSAT tools, and much more. If you’re comfortable and familiar with an app, chances are, we have an integration available for it. These integrations are quick and easy to set up, so you can keep working in the ways you prefer when you choose Dialpad.

Screenshot of Dialpad’s Ai Agent Assist feature automatically searching for information to help an agent or rep in real time

Real-time agent coaching

Dialpad's native real-time coaching features help managers automate coaching and guidance for agents, by instantly searching all your connected knowledge sources to pull relevant answers for them—as the conversation is happening.

Screenshot of Dialpad Ai transcribing a voicemail in real time

Visual voicemail

For those times when it’s hard to listen back to voicemails, Dialpad has a visual voicemail feature that transcribes your calls in real time using AI, and sends that straight to your inbox. This makes it easier than ever to stay on top of communications when you're on back-to-back meetings all day.

Screenshot of Dialpad's built-in contact centre analytics dashboard

Built-in call analytics

With Dialpad, you get access to AI-powered contact centre analytics that help you track metrics and KPIs like missed and abandoned calls, CSAT scores, call volumes, and more. Drive constant improvement in agent performance with these actionable insights right at your fingertips.

How to tell if your businesses should look into cloud contact centre solutions

Cloud contact centre solutions come with a lot of useful features, but not all businesses are ready to invest in them right away.

If you're debating whether you should set up a cloud contact centre solution for your own business, then these are a few signs that you're ready to start shopping.

You want to consolidate all your communication channels in one place

It can be time-consuming to switch between apps every time you want to talk to a new customer or communicate via a different channel. (This also makes it difficult for agents to provide a true omnichannel experience.)

Cloud contact centre solutions like Dialpad help you unify communications—both with customers and within your own teams. You can bring all your channels together under one umbrella, so agents can take a phone call, then switch to answering a live chat message, then message their manager with a question, all in the same place.

You want to make it easier for your supervisors to manage agents

A good cloud contact centre solution lets admins and managers do everyday tasks in a few clicks, whether it's adjusting your call routing settings, doing quality assurance, or establishing rules for your call queue.

Dialpad Ai, for instance, lets managers quickly score calls, automate live coaching, and see how multiple simultaneous calls are going in real time.

You want an easier way to track customers and communications across different tools

Most cloud contact centre solutions today should come with built-in native integrations with other business tools. Not only does it make it easy to sync all your customer communications across those tools, it also lets agents and supervisors access them without having to dig through different tabs or windows.

Conversations are no longer siloed according to the channel through which they took place. Instead agents, managers, and anyone else who needs it can have all the relevant information at their fingertips.

Ready to provide a better customer experience?

Customers want to be able to reach out to your customer service team using the channels they’re most comfortable with, at any time they want, even outside of your business hours.

And companies need to empower their agents and supervisors to handle these conversations successfully by giving them the tools to manage different channels, access the information they need, coach team members effectively. With Dialpad Ai Contact Centre, you can do all this and more.

See how it works today!

See how a cloud
contact centre platform
can work for you

Book a demo to get a personal walkthrough of Dialpad Ai Contact Centre, or take a self-guided interactive tour of the app on your own!

FAQs about cloud contact centres

What features and functionalities should I look for when choosing a cloud contact centre provider?

First and foremost, a cloud contact centre provider has to be able to satisfy your omnichannel support needs. Aside from all the communication channels you already use, it should also include options to help you better support your customer base.

For example, self-service support driven by conversational AI might be just what you need to help as many customers as possible each day. This can resolve basic queries for your customers, while interacting with them in human-sounding ways.

Plenty of integrations are also crucial. These let you customise your solution to your needs, so you end up with a bespoke tool ideally suited to your requirements.

How can a cloud contact centre solution improve customer experience and satisfaction?

What security measures are in place to protect sensitive customer data in a cloud contact centre environment?