Dialpad Changelog

Additions and changes to the Dialpad platform

Release Round Up 02
11/17/2022

Release Round Up

Screen recording in Call Summary Views

  • Screen recording can now be accessed in call summary views, providing enhanced QA Scorecard feature functionality. Graders can now watch the agent screen and listen to audio while grading a call.

>> Learn More Here

COMING SOON | End of November


New Design

  • Threading in Channels

  • New Header

  • New Sounds, new font, new icons

  • New collapsible left panel, to allow focus mode

  • New Insights panel [right rail]

  • Search improvements

For more information on how to enable these models with Dialpad, contact your CSM or visit our Help Center article.

Release Round Up 02
10/20/2022

Release Round Up

Dialpad Agent Assist

  • With Ai Agent Assist, our customers empower agents with all of the organization’s knowledge at their fingertips.

>> Read the Press Release here

New Changes to Contact Center Analytics Definitions

  • We updated our analytics definitions, which will now show up in your reporting instances.

>> Take a look at the changes here

Monitor All Coaching Teams

  • Coaches can now see all trainees and their active calls in a single view, save filters for specific teams, and filter by name or status.

>> Learn More about Coaching teams

Release Round Up 02
9/08/2022

Microsoft Teams with License-Free Routing

New Dialpad App for Microsoft Teams with License-Free Routing

  • Call, text, and bring the power of AI directly into Microsoft Teams

  • No extra licensing or apps required


Learn how ⬇ https://www.dialpad.com/microsoft-teams-integration/

Read the blog ⬇ https://www.dialpad.com/microsoft-teams-integration/ ;

Visit the App Marketplace ⬇ https://www.dialpad.com/app-marketplace/microsoft-teams/

Release Round Up 02
8/30/2022

Release Round Up

Meeting Delegation for Google Calendar

  • Dialpad Meetings now enables users to schedule meetings on behalf of others.

>> Learn more


Spanish Ai Support

  • Dialpad is now expanding AI-enabled language transcription and recording capabilities to Spanish.

>> For more information, contact your CSM or learn more


CONTACT CENTER


Apple Business Chat

  • Dialpad is expanding our digital offering to include Apple Business Chat as a supported digital channel.

>> Learn More


Agent Coaching with QA Scorecards

  • Supervisors can now create and manage QA scorecards ensuring quality of service with better coaching.

>> Learn More

Release Round Up 02
7/28/2022

Release Round Up

How do you use AI to collect customer feedback?

  • The best way to understand customer sentiment is to ask your customers directly - but only 5% of customers fill out post-call surveys. Want to know how to collect the other 95% of responses? It’s easy - use AI.

>> Learn more


Want to see what Dialpad Talk can do? Take a tour!

  • Our new Demo Center is constantly being updated - take a guided tour through the Dialpad Talk interface to see how you can do more in Dialpad - call, message and meet, all from your favorite app!

>> Watch the demo

Release Round Up 02
6/30/2022

Support for Yealink desk phones

Dialpad is now offering support for Yealink SIP desk phones, allowing you to maximize any hardware investments as you make the migration to Dialpad softphone on any of your devices. Support extends to the following models:

  • Yealink SIP-T33G
  • Yealink SIP-T46U
  • Yealink SIP-T48U
  • Yealink SIP-T54W

For more information on how to enable these models with Dialpad, contact your CSM or visit our Help Center article.

6/07/2022

The latest evolution of Dialpad’s Ai Contact Center: Customer Intelligence.

  • Develop a rich picture Combine all interaction data such as customer satisfaction and agent performance for the context you need to improve the customer experience.
  • Act on insights Empower teams, supervisors, managers, and agents to take action with real intelligence and drive change in the business.

This launch brings the first of its kind to the contact center market: real-time Ai CSAT—providing organizations of all sizes with the ability to measure their CSAT on 100% of principal interactions.

Try it now ⬇

https://www.dialpad.com/dp/ai-csat/

Learn more ⬇

https://help.dialpad.com/hc/en-us/articles/4409933192475

ICYMI Blog Blog Meta Updated
6/01/2022

Release Round Up

Dialpad for Salesforce

  • Manually log your call in Dialpad to an existing Salesforce contact, lead, or account match in the Dialpad sidebar integration with the new enhanced search functionality.
  • We’ve added a new Dialpad Call Log object in Salesforce with no field limitations. This new object reduces duplicate records when using call reporting and streamlines call activity records.
  • Configure your own fields (including custom fields) in Salesforce activity records to hold specific call data.
  • Record your calls, create new caller account records, and manually search for records in Salesforce to map to Dialpad Contacts via the Dialpad for Salesforce CTI.

Get started

https://www.dialpad.com/app-marketplace/salesforce/

ICYMI Blog Blog Meta Updated
3/25/2022

Release Round Up

  • Video meetings in mobile browser - Guests can now join a Dialpad Meeting from any browser. Easy click-to-join access with no app download required.
ICYMI Blog Blog Meta Updated
12/17/2021

Release Round Up

  • Virtual Backgrounds - Add personalization to your video calls and blur your background or select a virtual background.
ICYMI Blog Blog Meta Updated
10/04/2021

Release Round Up

ICYMI Whats New Feed
9/10/2021

Release Round Up

  • Playvox Partnership - Extend your contact center with Workforce Engagement Management (WEM) capabilities

Get the full recap

ICYMI Whats New Feed
8/06/2021

Release Round Up

  • Meeting Notes - View a transcript in real-time while you're in a meeting

  • Miro integration - Collaborate in a shared interactive space without needing to navigate away to another application

  • Emoji Reactions - Quickly communicate, reinforce points without interruption, and build a sense of camaraderie with your team

Get the full recap

ICYMI Whats New Feed
6/30/2021

Release Round Up

  • Dialpad Channels - a fully searchable, topic-based messaging tool new to your left sidebar
  • Video Meetings in Dialpad - Start and join video meetings from any direct message, group message, or channel. It’s natively built-in, so you don’t have to switch between apps or windows.
  • Screensharing while on a Call - No need to start a meeting! Share your screen while on a Dialpad call, whether everyone is a Dialpad user or not.
Release Roundup Email SFDC CTI
4/06/2021

Release Round Up

Release Roundup Email Mar
4/06/2021

Release Round Up

Release Roundup Email JAN
2/12/2021

Release Round Up: January

  • Call Highlights: Improve your post-call workflows even more by viewing a quick recap of the call

  • Redesigned left bar: New design makes it easier to view, sort, and personalize conversations

  • Screen Pop: Give your agents access to all of the data they need about a customer — all contained in a single view
Release Roundup October Whats New
12/11/2020

Release Round Up: November

Gg Brl MIQ
11/16/2020

Release Round Up: October

Release Roundup SEP Whats New
10/06/2020

Release Round Up: September

Release Roundup August Whats New
9/08/2020

Release Round Up: August

Jabra Whats New
9/03/2020

Clearer Conversations with Jabra

We’re excited to announce our partnership with Jabra to provide top-of-the-line audio using Jabra headsets on the Dialpad platform.

Release Roundup July Whats New
8/10/2020

Release Round Up: July

  • Wallboard: Project metrics in fullscreen mode to keep track of what’s happening

  • Dialpad UberConference: New layout and custom action items to keep track of next steps

  • Custom Moments: Add to any call center to automatically track, capture, and receive alerts
Release Roundup June Whats New
7/06/2020

Release Round Up: June

ICYMI June Whats New
6/07/2020

ICYMI: May releases

CC Whats New 2x
6/01/2020

Meet Dialpad Contact Center 🎉

Previously known as Dialpad Support, it’s the solution that enables your agents to be the subject matter experts your customers depend on, at scale, from anywhere in the world.

ICYMI May Whats New
5/04/2020

ICYMI: April releases

ICYMI Whats New March
3/10/2020

ICYMI: February releases

ICYMI April Whats New
4/06/2020

ICYMI: March releases

  • Local Presence: Sell reps can use a local number as the caller ID

  • Screen Capture: record your agent’s screen once their call connects

  • Analytics: pull data on more than one user and group
ICYMI Whats New Feed
2/11/2020

ICYMI: January releases

From giving you more power to customize your working hours to building a library of calls to help coach your team, take a look at what's new.

Rebrand Announcement Whats New 2x
11/26/2019

Introducing our new brand ✨

Our logo has changed from a one-dimensional audio wave to a new image that represents more than just a dial-tone.
Ring Ring Whatsnew
11/01/2019

Boogie Down with Disco Clav 🎶

We've added some custom ringtones to your desktop app. Check 'em out or add your own under your App Settings.
Whats New Default Homepage 2x 1
10/16/2019

Get There Faster

Now you can select the default page you see when you login to dialpad.com. Just select this option from your Profile.
New Languages Whats New Final2x
10/16/2019

More Ways to Say Hello

We've added a bunch of new languages to your system greeting for both shared lines and individual users.
Team Management Whats New 1
10/08/2019

Say 👋 to Easier User Management

We’ve made some changes to your User page to make managing people, permissions, and numbers way less work.
Azure Launch Whats New
9/11/2019

Automate with Azure

Now you can automatically assign Dialpad licenses via Active Directory. That's what we call an IT win :raised_hands:
Whats New Analytics
8/28/2019

All Together Now

Your Dialpad UberConference calls are now automatically included in analytics giving you the full picture of your team's activity.
Hubspot Launch Whats New 1
7/31/2019

Voice + CRM Together Again

Keep your sales records clean and improve your workflows with our new HubSpot integration.
RSS Feed Zapier
7/10/2019

Zap Your Workflows ⚡️

Build time saving workflows by letting your apps talk to each other with the new Zapier integration.