Contact Center Features

Dialpad Contact Center helps you deliver excellent customer service in every conversation.

Administration

With Dialpad, you can expect a fast setup, hassle-free deployment, and the ability to provision and manage users with ease and efficiency.

APIs & Webhooks

Dialpad’s APIs and webhooks provide your business with more call data and additional user management functionality. Create efficiencies that lead to smarter, data-driven business decisions.

Mobility

Mobility is at the very core of modern business communications—and what Dialpad does. As a cloud-based business phone system, Dialpad removes the restrictions of a traditional desk phone and allows you to stay connected and be productive from any device, anywhere.

BYOD - Bring Your Own Device

Welcome to the era of BYOD. Dialpad exists on the devices you and your team already own and use every day, so there’s no new hardware to buy or lease, no infrastructure to maintain, and no IT team required to manage it all.

Deployment

With Dialpad, installation, configuration, and user management are a breeze. In next to no time, you’ll increase productivity and collaboration by providing everyone in your organization a cloud-based communications platform that unifies voice and text communication.

Dialpad Tech Support

Dialpad provides customers with the technical support they need the way they want it. From 24/7 live chat to 24/5 phone support to a wealth of online resources, customers will be able to get help and find the answers quickly.

Call Analytics

Accessing your data is one thing, but it’s what you do with it that really matters.

Business decisions are driven by rich, insightful information — solve challenges big and small that arise by using call analytics in Dialpad, optimizing a call center’s performance to meet KPIs and get ahead of the competition.

Dialpad App

Work is where you are. In the office or while remote, the Dialpad app fits into your workstyle and path to top-notch productivity. Call, message, and join meetings instantly from any device.

Call Center Productivity

Dialpad takes pride in providing useful tools to address some of the challenges that call centers face, such as inaccurate reporting and analytics.

Contact Center Call & Screen Recording

Confirm details at any time, or coach agents by understanding customer interactions. Contact center call recording is controlled by you — decide how to record calls while storing data safely to comply with local regulations. If you’d like to take a more hands-on approach to coaching, contact center screen recording in Dialpad offers a look at agents’ workflows.

Interactive Voice Response (IVR) System

Use an Interactive Voice Response (IVR) system to instantly route calls or serve as an around-the-clock solution when agents in your call center are unavailable.

Quality Management

Create positive customer outcomes by coaching agents with feedback from real conversations.

Integrations

Bring together all your existing tools to manage an agile, fully-functional call center in Dialpad.

Log calls to a customer relationship management (CRM) database automatically, or track customer support tickets without jumping between apps. Workflows normally live across several platforms, but Dialpad’s integrations with top-tier software providers improve productivity by syncing these tools to share insightful data.

CTI - Computer Telephony Integration

Create personalized customer experiences thanks to contact center functionality and screen pops within Salesforce and Zendesk.

Omnichannel

Connect the channels and platforms your team uses to support customers no matter where you interact with them.

Screen Capture

Dialpad can help record contact center agents’ entire screens during customer calls so managers can better assess agent performance and provide valuable feedback.

Customer Satisfaction (CSAT) Survey

Customer satisfaction (CSAT) surveys collect feedback instantly — ask a customer to rate their experience with a score as well as an explanation in their own words transcribed by Voice Intelligence.

Call History

With the Call History feature, Dialpad admins can view records and access full catalogues of call data directly from their web portal, which provides an additional opportunity to uncover valuable insights on product feedback, pricing, and more.

Desk Phones

Dialpad continues to offer and support certain models of desk phones, as we understand that not every role relies on the use of smartphones, tablets, or laptops.

International Number

The world of business has become a truly global one. Dialpad provides modern organizations with the ability to get international business numbers to represent locations in different parts of the world.

Calling & Routing

From call park to call transfer to call forwarding, Dialpad offers a comprehensive suite of calling and routing features to help improve business communication at your organization.

Automatic Call Distributor

Build an efficient, automated call center using routing rules and an IVR system that lead to answers rather than runarounds, positioning agents to succeed every time they take an inbound call.

On-Premise Gateway (OPG) Solutions

When you're ready to make the shift to the cloud, your tech shouldn't hold you back but help move you forward. With Dialpad's On-Premise Gateway solutions, organizations have options when it comes to their cloud journey whether they're in the process of retiring their PBX or are faced with telephony limitations in their current landscape (ex: number porting availability).

Call Summary

Whether it's after a regular call or a conference meeting, it's easy to find important points from your business discussion with Dialpad's Call Summary feature, which compiles your transcript, action items, snippets, and notes into an easily digestible overview.

Executive Assistant - Call Delegation

Whether you’re in a meeting, busy preparing for one, or simply taking some down time, you can’t always answer every call. With Dialpad's Executive Assistant, you can assign another team member to handle all of your incoming calls. This can help you manage your call volume and screen your calls.

Do Not Disturb

Whether the whole company is out of office or you’re an individual team member that wants to disconnect from work, stop message notifications, send calls straight to voicemail, and let your team members know that you’re not available to chat with Dialpad’s easy-to-use Do Not Disturb feature.

Spam Call Blocking

Dialpad’s call blocking feature keeps your business lines free from robocalls and spammers which isn’t just disruptive to your day to day operations but can end up costing your business time and money.

Caller ID

Dialpad provides flexible Caller ID options that help to improve communication and increase productivity. Caller ID lets the receivers instantly know who's calling before they answer the call, creating better customer experiences and making it easier for your teams to do their jobs well.

Three Way Call

Easily add a third party to your two-way business calls with Dialpad's Three Way Call feature. You’ll also have easy access to handy call controls that let you put callers on hold and transfer them without losing your other caller.

Simultaneous Ring

Dialpad's Simultaneous Ring feature sends incoming calls to all of your connected devices at the same time. You can choose to answer these calls on your laptop, smartphone, or tablet depending on where you are and what device you're working on.

Call Flip

Discreetly move live calls from one device to another using Dialpad’s Call Flip feature. You can switch from your laptop to your smartphone to your tablet and back to your laptop without the caller ever knowing. No pins. No convoluted process. No dropped calls. No interruptions.

Virtual Receptionist

Also known as an auto attendant, Dialpad's Virtual Receptionist helps to streamline the customer experience and sort incoming calls based on the custom call routing options you set up.

Call Routing

Create better customer experiences by leveraging Call Routing with auto attendant. With Dialpad, you can choose to route incoming calls to another team member, live operators, a group of users, a voicemail greeting, and more.

Call Recording

Call recording is a valuable communications tool in the modern business world. With Dialpad, you can record business phone calls that will help you improve customer service and create official records of important conversations, all using just one click.

Messaging

Dialpad helps to enhance team collaboration with advanced business messaging features including SMS, MMS, Group SMS, and more.

Presence and Status

Dialpad Presence and Status indicators provide a quick way to know whether a team member is available, busy, or away. Presence information is automatically updated when you’re in a meeting or a conference call, but you can also change and manually input a custom Status.

Voicemail

Handle missed calls professionally and access your messages easily with Dialpad’s flexible and intuitive Voicemail system. It’s easy to set up, easy to check, and easy to administer across your organization.

Reliability & Security

With automatic data backup and redundancy built into the platform, Dialpad provides businesses with the best cloud phone system that enables secure, encrypted calls and layered security.

Security & Privacy

Keeping your data secure is just as important to us as providing you with the best cloud communications platform. Everything from personal information to call data is encrypted anywhere you get work done.

Data Backup

Keeping customer data secure and accessible is a top level priority for everyone at Dialpad. We employ teams and implement strictly enforced policies dedicated to protecting and preserving your information. In the unlikely event of a network outage, your organizational information, as well as your call, messaging, and meeting data will be safe, secure, and accessible across all of your devices.

VoIP - Voice Over IP

With Dialpad, you can make crystal clear VoIP calls from any device. Using advanced architecture and the best in internet protocol technology, Dialpad is providing businesses with enterprise-level communications without the unnecessary hardware or high cost.

Voice Intelligence

With built-in machine learning, Voice Intelligence employs natural language processing and voice recognition to provide recommendations in real time and comprehensive post-call notes and transcripts.

Voice Intelligence

Voice Intelligence (Vi) was designed with technology that allows organizations to be more efficient in their day to day communications and learn more from customer conversations. From automating note-taking to detecting customer sentiments, Vi is propelling enterprise communications into the future.

Visual Voicemail

Visual Voicemail transcribes all of your voicemails into easily readable messages that give you the information you need from unheard voicemail messages without needing to listen to them.