Streamline, measure & scale: Drive peak performance with new contact center updates
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From shifting customer expectations to rising pressure on operational efficiency, today’s contact centers are balancing more complexity than ever before. At the same time, teams are being asked to deliver faster, smarter service across more channels—all with fewer resources.
That’s why our new feature launch focuses on what matters most: turning your contact center into a well-oiled machine. Whether you're managing compliance at scale, unifying digital and voice touchpoints, or coaching agents in real time, this launch was architected to reduce friction, surface insights, and maximize team performance.
Watch our live podcast for all the details.
Enterprise-grade, simplified
For enterprise contact centers, complexity comes with the territory. You might need to manage thousands of users across global teams, enforce strict compliance protocols, or respond to industry regulations. This launch addresses those complexities with new tools designed to give admins more control without slowing them down.
With new enhancements to role-based access control, organizations can now delegate key tasks more securely and efficiently. Two new predefined roles—User Manager and Conversation Designer—give you more options for managing user onboarding and IVR workflows. It’s a more scalable, flexible approach to governance that empowers teams to be increasingly nimble.
A new integration with PCI Pal now enables teams to securely collect credit card payments in Dialpad—during live calls. By masking keypad input, PCI Pal ensures that no sensitive data is seen, heard, or recorded—enabling your business to stay fully PCI-DSS compliant without disrupting the customer experience.
This launch also introduces a more transparent approach to agent evaluations, with scorecard sign-off and dispute management. Now, agents can review and acknowledge their performance feedback—or flag issues when they arise—giving supervisors a faster feedback loop, and teams a more collaborative coaching culture.
Finally, with full support for the latest Poly/HP Edge E desk phones, enterprise IT teams can confidently deploy new devices with feature parity and platform consistency.
Smarter, unified omnichannel
As digital engagement surges, the contact center is no longer just about calls—it’s about meeting customers where they are, across chat, email, SMS, and more. But with more channels come more challenges: inconsistent experiences, harder supervision, and disconnected data.
Our omnichannel foundation was built to solve those problems. With this launch, teams can get early access to manage digital conversations with the same clarity and accountability they expect from voice. Plus, Digital Scorecards bring structured QA to messaging channels, and Digital Dispositions help supervisors and reporting teams track the outcomes of every conversation.
With updates to supervisor conversation management, it’s now easier to find and manage digital interactions using new filters that surface conversations based on their last state or bookmarked status. This makes it simpler to review, coach, or reopen the right conversations when it matters most.
Also, admins can now create and manage Templates—formerly Quick Replies—that work across chat, SMS, and email, making it easier to maintain consistent messaging while helping agents respond faster
And, with IVR Customer Context Display, when customers provide information through the IVR flow, agents can now see that context as the conversation begins. No repeated questions. No digging for details. Just faster, more personal service.
Actionable analytics, made clearer
Impactful analytics don’t just give you a firehose of data—they deliver the right insights at the right time. This launch includes powerful, real-time reporting that helps teams better understand performance, uncover trends, and act with confidence.
With Ai CSAT explanations, supervisors and agents can move beyond the score to understand the actual drivers of customer sentiment. Instead of guessing what went wrong—or right—they get a narrative snapshot of what mattered most in the interaction.
Beyond sentiment, we’re also introducing tools to break down performance at the operational level. Talk time metrics reveal how agents are spending time on calls. Live Dashboard updates give managers a quick, live pulse on queues and agent activity.
The new Agent Productivity Report equips supervisors with a clear, real-time view of how agents spend their time across voice and digital channels—tracking key metrics like Occupancy Rate, time in state, and break patterns. Also, with built-in reporting and an intuitive, filterable dashboard, teams can quickly identify trends, balance workloads, and make informed decisions to optimize performance—no additional setup or tools required.
For those looking to optimize performance further, early access reports like Queue Health and Callback offer deeper visibility into service levels, follow-up trends, and where your attention is most needed.
And, last, we’ve improved reporting to Empower your teams to focus on insights, not setup—Auto-save and Saved Views keep analytics tailored to your needs, so every report works the way you do.
Built to integrate and scale
Modern contact centers don’t operate in a vacuum. They rely on CRMs, ticketing platforms, and third-party services to keep teams connected and customers informed. That’s why this launch further expands on how Dialpad integrates with the tools you already use.
Our enhanced integration with Zoho CRM makes it even easier to connect conversations with customer records—without switching tools or losing context. With a refreshed interface, improved search and contact matching, and support for logging calls to custom modules, your team can work more efficiently and stay aligned with your CRM setup.
In addition to Zoho, our new Freshdesk integration, in early access, helps support teams streamline ticketing by syncing call details and transcripts directly with their help desk. Reach out to your CSM if you want to try the integration.
The new Bullhorn integration offers improved visibility for recruiters, connecting live conversations to candidate records to accelerate placement.
And with the PolyAI integration, businesses can deploy advanced voice assistants for fully automated, conversational customer support experiences.
Agentic preview: Ai that takes action
And last, but possibly most exciting: Dialpad’s upcoming autonomous agents will introduce unified voice and chat agents that go beyond assistance to take real action—executing tasks through pre-built integrations and streamlining workflows across channels. Currently being built with trust at its core, every action is traceable and designed to work alongside your team.
When human support is needed, Ai Agents will escalate seamlessly—passing the full transcript and context to a live agent for a smooth, informed handoff. We’re giving early access to select customers this fall. Apply to see what responsible, action-ready Ai looks like in production.
To wrap it all up, this launch aims to reduce friction in the contact center, connect what matters—when it matters most, and give teams the tools they need to reach new heights.
The future of work isn’t just more productive—it’s autonomous, intelligent, and effortless—and it’s being built at Dialpad.