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Enterprise contact centre software

Need to spin up new contact centre teams or set up thousands of new agents quickly? With Dialpad's enterprise contact centre software, you can support large-scale, global contact centre teams in less time—and with less of a burden on IT. Book a demo to see how it works!

  • Set-up in minutes
  • Built-in AI that transcribes calls in real time
  • Truly unified CCaaS + UCaaS in one platform


A quick note: Contact centres vs call centres

If your contact centre teams handle communications that include not only phone calls, but also live chats, SMS messaging, self-service options, and so on, then make sure that whichever provider you choose has robust contact centre functionality.

Call centre platforms typically provide only phone call support when it comes to communication channels, whereas contact centre solutions are more advanced and have more integrations. (Dialpad, for instance, is a full-fledged unified communications platform, and lets agents and supervisors manage VoIP calls, send instant and SMS/MMS messages, and even have video meetings—all in one app.

All the essential features you need in an enterprise contact centre solutions

From advanced features that are fully integrated into the platform to an intuitively designed interface, Dialpad Ai Contact Centre makes it simple for help desk, sales, and other contact centre teams to handle a high volume of outbound and incoming calls or inquiries, and provide an excellent customer experience.

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No-code chatbot journeys

With Dialpad, you can take full control of your customer journey just by dragging and dropping. Create chatbots and design dialogue flows with questions and answers—and even include images and video instead of just having text-based answers—with just a few clicks.

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Real-time transcription

Dialpad Ai can transcribe phone conversations—in real time—more accurately than almost all leading competitors. This way, supervisors can monitor multiple agent calls simultaneously and browse the transcripts, which are updated in real time, to proactively get full context on any potentially problematic customer conversations.

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Live sentiment analysis

Dialpad Ai can also perform live sentiment analysis on agent calls, meaning supervisors can scan the list of active calls in their department and easily see if any customer calls are going south. If they see a call with negative sentiment, they can scan the transcript before deciding whether to barge the call or message the agent on the side with advice.

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Agent assists

Finally, Dialpad Ai can help agents in real time. Supervisors can create Real-time Assist (RTA) cards that automatically pop up on agents’ screens when certain keywords are spoken on calls. For example, they can create an RTA card with notes about the refund policy, and set it to trigger when “refund” or “money back” is mentioned on a call. It’s like coaching at scale—without managers having to personally sit in on every call.

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Built-in analytics

With Dialpad, supervisors can keep an eye on customer interactions and metrics without having to message a tech support team and wait for them to pull data. Dialpad’s built-in dashboards and heat maps show metrics like call volume patterns, average speed to answer, and more—all in a beautifully designed online dashboard.

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Truly unified communications

With Dialpad, agents and supervisors can manage external communications and also make phone calls, send instant + SMS/MMS messages, and have video meetings internally, from both the desktop and mobile app. No need to toggle back and forth between windows, and it streamlines all conversations into one convenient place.

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Integrations with tools you’re already using

Whether you’re using Salesforce, Zendesk, Zoho CRM, Google Workspace, or Microsoft 365, Dialpad Ai Contact Centre integrates with a wide range of CRMs and other business apps. These integrations allow agents to have phone calls from directly inside the CRM, automatically log activities, and much more.

Looking for an enterprise contact centre solution?

From robust CRM integrations to one of the most intuitive user interfaces out of all the platforms out there, Dialpad Ai Contact Centre is designed to make it easier for global contact centre teams to manage communications. Book a product demo or, take a self-guided interactive tour of the app!

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An integrated WFM solution

When it comes to call centre workforce management and workforce optimization features, Dialpad’s integration with Playvox gives you a robust contact centre platform with all of that functionality built right in. From forecasting to quality management and more, get it all in one place.

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Robust security

Not only does Dialpad guarantee 100% uptime for Enterprise plan customers, it also has a range of measures in place to ensure enterprise-class security across the board. All data is safeguarded in transit and at rest, and there are also robust in-meeting security controls (like muting participants and removing unwanted guests) and APIs that can pause recording automatically when sensitive information is being discussed on calls.

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24/7 customer support

And of course, Dialpad’s customer support team is available around the clock via the phone, live chat, and web for all Enterprise customers worldwide. There’s no hidden fees, no additional pricing. This support comes included with all Enterprise plans. If you’d like to find answers on your own, there’s also the thorough and detailed online Help Centre, which contains answers to the most frequently asked questions.

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Intelligent routing

Dialpad’s easy-to-customize IVR (interactive voice response) menus and ACD (automatic call distribution) feature makes it easy for callers to route themselves to the right agent or department. Not only that, there’s also a dashboard that shows IVR usage patterns so you can monitor which IVR menu options are being used (and which aren’t) to continuously improve your call routing experience.

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Unlimited call recording

With Dialpad Ai Contact Centre, it’s easy to toggle call recording on and off, or to set all calls to record automatically. Supervisors can also create “playlists” of call recordings that agents can listen to and learn from on their own time!

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Set up your voicemail greetings and change your settings easily in minutes, right in your online dashboard. Not only that, Dialpad’s visual voicemail feature also transcribes your voicemail messages so that you can catch up on missed messages—even if you’re stuck in meetings and can’t listen to the audio.

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Easily scalable

One of the biggest challenges with most enterprise phone systems and contact centre platforms is that they’re not easily scalable. Want to add—or remove—agents to support seasonality patterns? Typically you’d have to wait a long time for changes to be implemented. With Dialpad, you can easily add and remove users, manage phone numbers, and more, all in minutes from your online dashboard.

✒️ Grab the Contact Centre RFP Checklist

Vetting different contact centre solutions? This RFP checklist covers the essentials to be aware of and why they may be important for your contact centre.

Industries that are using enterprise call centre software

“Customer engagement” looks a little different depending on the industry you’re in, so let’s look at a few examples in which enterprises in these industries can use contact centre software.


Today, healthcare organizations rely heavily on call centre software to communicate with patients, staff members, insurance providers, and more. One of the biggest requirements of enterprise call centre software is, of course, meeting the stringent regulatory requirements that the sector demands.

👉 Further reading:

See how Fenway Health's IT Director smoothly transitioned hundreds of contact centre agents to remote work with their enterprise contact centre software.

Tech and SaaS

With any large SaaS organization, one of the most important types of high-volume communications is without a doubt customer support inquiries. That means it’s essential to have software that provides analytics to track customer satisfaction, types of inquiries, and overall call volumes, among other metrics.

Dialpad provides us with all of the flexibility and solutions we needed to provide excellent customer support remotely.

Fernan Kalaw
Director of Customer Support at Infotrack

Higher ed

For universities and colleges, keeping multiple campuses and thousands of students and employees in sync is a significant task. And while remote learning is one big piece of the puzzle, contact centre teams in postsecondary institutions have a very specific set of challenges that involve admissions, enrollment, and donations.

See how Education First (EF) set up a new call centre with Dialpad Ai Contact Centre—in just 10 minutes!

Real estate

For small brokerages with five or 10 agents, having a contact centre platform may be overkill. But for any decent-sized brokerage or property management company, it’s much harder to handle a large quantity of calls (about things like site visits and viewings) on a daily basis—if they don’t have a good contact centre platform.

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 Tungul
Business Operations and Intelligence Manager at Westward360

Optimize your enterprise communications with the most flexible and scalable CCaaS solution out there

From workforce management to excellent call quality around the world, a good enterprise contact centre software should be well-rounded and help you provide not only an excellent customer experience, but also an excellent agent experience.

With so many communication channels like phone calls, social media messaging, SMS messages, live chat, and conferencing, omnichannel routing is a must. Good call centre and contact centre solutions have to make the customer journey as seamless as possible, no matter which touchpoint(s) your customers want to interact with.

Whether you have a customer service team, sales team, or any other type of contact centre team, Dialpad Ai Contact Centre can help make your agents’ and supervisors’ lives easier.

Enterprise call centre software should be this easy

Want to see how Dialpad Ai Contact Centre can help your agents and supervisors work more efficiently? Book a product demo or take a self-guided interactive tour of the app!

FAQs about enterprise contact centre software

What actually is “enterprise contact centre” software?

You’re probably already familiar with the traditional model of a call centre team—it’s that loud, large office with rows and rows of agents wearing headsets and handling a large call volume of inbound calls and outbound calls.

An enterprise cloud contact centre software lets these agents manage all those phone emails—in addition to other communication channels like live chat messages, emails, and more—in one place. And today, one of the big advantages of this software is that it allows agents to work remotely, meaning businesses can save a hefty amount on leasing or owning that office space.

Typically, enterprise contact centre or call centre software includes features like a power dialer or predictive dialing (for outbound-focused teams), omnichannel communications, and monthly or annual SaaS (Software as a Service) pricing plans.

When should organizations consider switching to contact centre software?

What are some key terms to be aware of as you're shopping for enterprise call centre software?

What should you keep in mind as you modernize your call centre software setup?

What does “choose something that’ll scale easily” really entail?

What are some best practices for adopting and integrating enterprise call centre solutions into business workflows?