WysywigTabs

The Kustomer platform provides agents with a single place to focus and more importantly, support their customers.

With a holistic view of all customer activities—from purchasing to emails and everything in between, Kustomer users have everything they need to have meaningful conversations from one single screen rather than having to toggle between multiple windows or tools.

With the Dialpad integration, agents are now able to continue to provide personalize support at scale with the addition of a reliable, HD quality business phone system that keeps them completely inside the Kustomer platform.

Key Features

Inbound Call Notifications

• Receive inbound call notification when new calls come into your Dialpad number from inside Kustomer

• Calls answered will launch Dialpad Everywhere, always on top call widget which includes:

  • Call controls (mute, record, transfer, hang up)

  • Integration quick links (CRM, email, events)

  • Live call transcription (Dialpad Ai)

  • Agent recommendation cards for FAQs (Dialpad Ai)

• Dialpad's integration with Kustomer also supports SMS logging

Interaction Matching

• If a customer’s number matches what lives inside the Kustomer platform, agents will automatically see the existing interactions pop up on their screen

Call Logging:

• Log inbound and outbound calls

Coach from Anywhere

• Trigger real-time assist cards for agents that include canned responses and hyperlink for more information

• Managers can create multiple Call Centers and assign agents across them as necessary

Dialpad WFM

• Forecast accurate predictions of ticket demands and the exact amount of resources needed and create multiple customizable ticket groups in a way that aligns with your operational and staffing strategy, whether by complexity, ticket type, or customer service channel.

How Dialpad Integrates with this App:

The Kustomer integration is available as a CTI in the Kustomer environment.

After adding the Dialpad integration from the Kustomer marketplace, agents will see inbound call notifications on their screen with the ability to answer straight from inside Kustomer.

If a customer’s number matches what lives inside the Kustomer platform, agents will automatically see the existing interactions pop up on their screen so they have the full picture of their customer’s activity at the time of the call.

Calls are powered through the Dialpad Everywhere widget, which includes functionality like:

• Call controls (mute, record, transfer, hang up)

• Integration quick links (CRM, email, events)

• Live call transcription (Voice Intelligence)

• Agent recommendation cards for FAQs (Voice Intelligence)