Dialpad Changelog
Additions and changes to the Dialpad platform
The latest evolution of Dialpad’s Ai Contact Center: Customer Intelligence.
- Listen to ALL your customers Collect critical information about customer satisfaction, experiences, and expectations.
- 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 ⬇
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.
Release Round Up
- Virtual backgrounds - With the newest update, upload your own personalized background.
- Secure your meetings with Unique Meeting Links - Generate a randomized meeting link for every meeting you schedule in Google Calendar or Outlook Calendar.
- Share images or GIFs in chat - Quickly share an image or GIF in the in-meeting chat of Dialpad Meetings for quick and easy collaboration.
- 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.
Release Round Up
- Virtual Backgrounds - Add personalization to your video calls and blur your background or select a virtual background.
- Enhanced Screen Sharing with System Audio - When screen sharing, directly share audio from your system for more professional, high fidelity audio quality.
Release Round Up
- Opt-In and Opt-Out of SMS messages - Give customers and contacts control over the SMS messages they receive from you with STOP, UNSTOP, and HELP replies.
- Click-to-text in Dialpad’s Salesforce CTI - With our click-to-text functionality, all you do is click on a number, and you'll instantly have both calling and texting options.
Release Round Up
- Playvox Partnership - Extend your contact center with Workforce Engagement Management (WEM) capabilities
- Waiting Rooms for Dialpad Meetings - Have more secure meetings with full control over who can join your meetings
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
Release Round Up
- Dialpad Channels - a fully searchable, topic-based messaging tool new to your left sidebar
- Voice Channels - Quickly turn any Channel into an audio conversation
- 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.
- Dialpad for Microsoft Teams - Integrate Dialpad telephony into Microsoft Teams native interface
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Release Round Up
- New and improved Salesforce CTI for Dialpad: Transfer calls between your mobile and Salesforce, log activities, and up your productivity–all from one single platform
- Screen recordings in UberConference: Capture audio, video and screen recordings in UberConference so you can review details from presentations and discussions later on
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Release Round Up
- Video Mode in Dialpad UberConference iOS: Join in video mode for more interactive meetings
- 5 Minute Meeting Reminder: End meetings on time with a helpful 5 minute meeting reminder for every meeting
- SMS Logging for Kustomer Integration: SMS logging is now supported within the Dialpad Everywhere widget
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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
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Release Round Up: November
- Automate Repetitive Tasks with Saved Search: Save commonly used filters and access them at a later time
- Designate Co-Hosts in Dialpad UberConference: Enable other participants to help run your meeting
- Moderater Controls for Dialpad UberConference: Advanced meeting controls for moderators
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Release Round Up: October
- Closely Track Call Center Volume: Visual analytics to group data by hour or day of the week
- Filmstrip Mode in Dialpad UberConference: Display every participant in addition to the screen share (or an active speaker) simultaneously
- Improve Coaching & Quality Assurance: New templates to improve coaching in Dialpad
- Protect Personal Identifiable Information (PII): Voice Intelligence detects personal identifiable information
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Release Round Up: September
- Scheduled reports: Automate your call reports with instant email delivery
- Call routing API: Integrate third-party call routing
- @Mentions in call reviews: Start a conversation in Voice Intelligence™ (Vi) call summary
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Release Round Up: August
- Split business hours: More ways to customize your team’s working hours
- Salesforce integration: Log calls and notes with custom objects records
- Zoom integration: Start meetings within Dialpad with one click
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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.
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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
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Release Round Up: June
- Salesforce Powerdialer: Put some ⚡️ behind your outbound calls
- Clio Manage: No more manual call logging for law firms
- Salesforce Omni-Channel: Sync statuses between SFDC & Dialpad
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ICYMI: May releases
- Slack Calling: place a call to other team members with Dialpad’s calling integration
- Dialpad UberConference for MS Team: easily create new meeting links in a 1:1 chat or group channel
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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.
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ICYMI: April releases
- Coaching Center: your new hub to coach reps
- New Call Summary design: making it easier to see what was said
- Salesforce High Velocity Sales integration: improve reps' outbound productivity
- Outreach integration: click to call, real-time coaching, and automatic data sync
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ICYMI: February releases
- Dialpad Add-On for Gmail: launch a call or message directly from Gmail
- Queue Prioritization: prioritize VIP calls that come to your call centers
- Front integration: make and receive calls and texts without leaving Front
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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
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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.
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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.
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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.
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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.
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More Ways to Say Hello
We've added a bunch of new languages to your system greeting for both shared lines and individual users.
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Say 👋 to Easier User Management
We’ve made some changes to your User page to make managing people, permissions, and numbers way less work.
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Automate with Azure
Now you can automatically assign Dialpad licenses via Active Directory. That's what we call an IT win :raised_hands:
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All Together Now
Your Dialpad UberConference calls are now automatically included in analytics giving you the full picture of your team's activity.
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Voice + CRM Together Again
Keep your sales records clean and improve your workflows with our new HubSpot integration.
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Zap Your Workflows ⚡️
Build time saving workflows by letting your apps talk to each other with the new Zapier integration.
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