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ICYMI: Quarterly Product Roundup

We’re always working to make Dialpad better. Here’s a quick look at the changes and upgrades we’ve made to Dialpad this quarter.

Spam call blocking

We know spam calls are more than just an annoyance—they can be disruptive to your business and tie up your phone lines. To give our customers more control over how spammy calls are handled, we’ve developed a multi-layered approach to call blocking and spam prevention which lets users set specific settings for their direct user lines, including:

  • Automatically blocking callers with high SPAM scores
  • Full block (play “Number not in service” message)
  • Straight to VM (no notification)
  • Straight to VM (notification plus live, real-time transcription)
  • IVR screening (“Please state your name and Dialpad will try to connect you”)

Learn more about call blocking and spam prevention here.

More call routing and transfer options

Ensuring customers are handled by the appropriate agents not only makes your team more efficient and productive, it also improves the overall customer experience. That’s why we’re developing new routing and transfer options, so your customers get their issues solved faster. Here are two ways we’ve made that easier:

  • Skills based routing allows call centers to designate agents, as they become available, as specialists in certain products or issues to better handle specific conversations, instead of forcing customers to go through the queue before getting to the right agent.
  • Warm transfers let agents contact and wait for the next agent to answer, then doing an introduction before handing off the call, so the next agent isn’t caught unprepared.

Hubspot integration

You can now keep up with all your recent Hubspot activity without having to leave the Dialpad app. This native integration with Hubspot improves user productivity by auto-logging inbound and outbound calls to Hubspot and by giving users the ability to add call notes, set call dispositions, and more.

Learn more about this recent integration here.

Dialpad Sell - officially launched!

In May we had our biggest product release with Dialpad Sell—a real-time Voice Intelligence solution for sales organizations. It’s the first true real-time speech recognition product on the market for sales teams, and can transcribe conversations, track customer sentiment, provide suggestions to questions and analyze conversations—all in real-time.

Some of the key benefits of Dialpad Sell include:

  • Business line on your personal device
  • Voice, video and text
  • Fully integrated with your CRM
  • Improved sales enablement
  • Increased rep productivity
  • Decreased ramp-up time
  • Improved coaching effectiveness

Learn more about what Dialpad Sell can do for your business here.

Coming soon:

Here’s a preview of a few of the updates coming up next.

  • CSAT Surveys for Dialpad Support, an automated way to collect customer satisfaction scores, post-call.
  • Power Dialer for Dialpad Sell, an automated dialing system that allows reps to reach out to prospects more efficiently.
  • Call Dispositions, which lets call center and sales managers create custom call dispositions for agents and reps to apply to their calls.