Témoignages de clients

Ace lance son centre d'appels à distance grâce à Dialpad

Employés d'Ace
« Voice Intelligence, l'analyse de sentiment et l'analytique sont des fonctionnalités qui nous ont formidablement aidés. »
Jeff Denefrio
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Responsable du centre d'appels

Ace est une entreprise multiservices qui fournit aux clients résidentiels des services d'électricité, de plomberie et de climatisation dans tout le centre de la Floride.

Before Dialpad, Ace was using Comcast VoiceEdge, which wasn’t meeting their needs. “Our old system was a very simplistic cloud based call center system with traditional desktop phones,” explained Jeff Denefrio, Ace’s Call Center Manager. “The system did not allow for live monitoring and did not provide access to any data driven by agent activity. It was very limited.”

En découvrant Dialpad, Jeff s'est rendu compte que le processus d'achat et de mise en service d'une nouvelle solution en vaudrait la peine. « Notre représentant commercial a été incroyable. Il était toujours là pour m'aider, répondre aux questions et m'assister pendant la phase d'essai. Je suis un autodidacte, et j'ai étudié le produit et l'ai testé minutieusement avant de le déployer dans l'environnement du centre d'appels », a déclaré Jeff.

Soon, Ace purchased Dialpad Talk and Contact Center and deployed it across 4 departments (call center, sales, dispatch, and service). And as the COVID-19 pandemic hit, the product was really able to help their business when Ace needed it most. “We were in a call center environment still working in our office. We ended up having a positive COVID case in the call center and had to make the immediate transition to work-from-home,” explains Jeff. “Dialpad made this transition quick, smooth and easy. If we would have still been on the old provider, the process would have been labor intensive and stressful. Dialpad enabled us to make a quick move and in the process helped reduce and contain any spread of the virus. Dialpad saved our business!”

Jeff leverages key Dialpad features to gain customer and employee insights. “Voice Intelligence, sentiment analysis, and analytics have been amazing features for us,” said Jeff, as he looks forward to long-term cost savings. 

sentiment analysis in dialpad contact center

“Cost savings will come in the form of labor savings, with Dialpad. By increasing efficiency and knowing our KPIs, we will be able to handle more volume with less agents.”

« Dialpad a sauvé notre entreprise ! »
Jeff Denefrio
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Responsable du centre d'appels