A cloud call center for your support agents

Instead of having hundreds of contact center agents in a room and expensive physical hardware on-premises, many companies are making the switch to cloud-based software that allows agents to work from anywhere.

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Why cloud call center

Deploys easily, scales quickly, plus more robust security.

Acquia

With Dialpad we can go right online, provision the user through the UI in literally seconds, and get their phone up and running the same day.

Kat Sweet
Director of IT, Acquia

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Percolate

We love how easy Dialpad is to deploy. All you need is a laptop or a smartphone.

Kyle Jackson
VP of IT, Percolate

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Deputy

Our previous system was unreliable and a poor experience for our staff. Dialpad is the complete opposite of that.

Keith Jones
Global Ops Manager, Deputy

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  • What is a cloud contact center?

    Cloud contact centers (formerly known as call centers, and sometimes also referred to as “CCaaS,” or contact center as a service) are essentially a type of software that operates and stores data in the cloud rather than using on-prem hardware to handle customer communications.

    This cloud platform comes with quite a few benefits, which we’ll get into later.

  • Easier setup + a better customer experience

    Simple implementation and scalability

    When you’re setting up a contact center platform on the cloud, you don’t need to configure or install any hardware, which makes implementation so much easier. In fact, if you choose the right provider, you can get set up in mere minutes.

    And because your company no longer has to invest in extra hardware or space in physical data centers whenever you’re looking to expand, it makes growing your staff easier too. You can easily add or remove agents, manage their phone numbers and configure contact center business rules and behavior, and lots more in your Dialpad account.

  • Real-time support for remote agents

    What if your agents are in different cities or countries? With Dialpad’s intuitive design, you can still provide real-time coaching, conversation guidance, and a better agent experience. For example, supervisors can monitor the real-time transcripts for calls as they happen, to see if they need to step in.

    But what if there are too many agents to provide this type of personal coaching on every call? Dialpad also has RTA (Real-time Assistance) cards that pop up automatically with helpful notes on agents’ screens when certain keywords are spoken, thanks to its proprietary artificial intelligence technology. These provide agents with the best answers to common questions and help them solve customer issues more quickly.

    The result: higher customer satisfaction and improved agent performance.

  • Greater reliability and call quality

    Depending on your cloud provider, you should be able to expect reduced downtime and latency, and better quality and productivity for both inbound and outbound calls.

    In fact, it’s possible to get your enterprise uptime all the way up to 100% using Dialpad’s contact center technology, which means customers will always be able to reach your call center when they need to.

  • Greater cost efficiencies

    The thing about cutting out hardware almost completely is that you’re also cutting out associated fees and maintenance costs.

    But beyond the initial price tag, the total cost of ownership is lower with cloud contact center solutions too. We’re talking about deployment, setup and configuration costs (cheaper or even non-existent because there isn’t hardware), ongoing administration costs, regular product updates, and more.

    In other words, the only cost you’ve got to worry about is whatever your chosen contact center technology or provider charges for service. Cloud contact center providers tend to have fixed pricing models and monthly or annual subscription fees, which takes the chances of surprise or unplanned fees down to practically zero.

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Leverage a data-rich analytics dashboard to monitor key call center metrics like call times and wait times.

Take advantage of native integrations with your CRM or ticketing systems for an enhanced workflow.

Features that matter

  • Call routing

    With a good IVR (interactive voice response) system and well-planned routing rules, you can help your customers self-service and connect themselves to the right support agent as quickly as possible. Routing can be based on agent skills, round-robin availability, or other parameters.

    Use this automation to take that manual call routing work off your agents’ hands and give them more time to speak to customers—and improve customer satisfaction.

  • Call analytics and reporting

    To make sure your call center performance keeps improving, having good customer data and call analytics is key.

    Keeping track of metrics such as call volume and call times helps you and your call center teams continuously optimize every step of the customer journey as much as possible. In Dialpad, you can assess your agent productivity and customer experience KPIs like CSAT scores, average speed to answer, and more.

  • Real-time call transcriptions

    With Dialpad, call center managers can not only read transcripts for agents’ calls in real time, they can also message agents on the side with advice if they can see that they need help (without actually jumping on the call with them).

  • Automated coaching

    You’re just one person. You can’t make sure the customer experience is perfect for every single person—or can you?

    You can’t monitor every customer interaction in real-time, but you can still help your agents provide a positive customer experience. With AI-powered RTA (Real-time Assist) cards, you can customize cheat sheets for your agents and make sure they have access to the knowledge they need without being personally involved. It’s basically an on-demand, automated coaching feature.

  • Bring your own device (BYOD)

    One big cost-saving opportunity, if you’re open to call center agents using their own devices, is allowing them to BYOD (“bring your own device”).

    Dialpad works across iOS, Android, PC, and Mac—and also works in web browsers—so supervisors and agents can work from anywhere using their phone hardware of choice.

  • Integrations with tools you already use

    Dialpad integrates with popular customer experience tools like Zendesk, HubSpot, Intercom, Salesforce (giving you a built-in power dialer), and more to let agents make calls without leaving those tools. Or, build your own custom integration with APIs and webhooks!