Dialpad Support is Now Dialpad Contact Center

Update reflects expanded features and direction beyond call center usage

SAN FRANCISCO, CA -- JUNE 11, 2020 -- Dialpad, the only cloud-native business communications platform powered by Voice Intelligence (ViTM), this week announced that Dialpad Support will now be known as Dialpad Contact Center to better reflect the level of service and value provided to customers.

“When we launched Dialpad Support at the end of 2018, we were focused on creating the best call center experience possible for customers, which combined our seamless call quality with AI to enhance and support conversations,” said Dialpad CEO Craig Walker. “With Dialpad Contact Center, we offer reporting and dashboards, agent coaching, calling capabilities, and native integrations that all help deliver omnichannel support for everyone and from anywhere. Changing the name to Dialpad Contact Center is a better reflection of these broader capabilities.”

Dialpad Contact Center allows users to:

Instantly Connect

Built on the cloud, the platform allows agents to get up and running in a matter of moments, without any net-new hardware purchases or setup time. Users can administer their own accounts to make real-time changes including adding, deleting and changing users to scale with the business.

Work from Anywhere

Agents, managers, and supervisors have a single platform to engage and resolve customer inquiries from anywhere in the world. The app-based tool includes smart routing, CTIs and Click to Call, and AI recommendations so users get the answers they need in seconds.

Save Customers Time

Dialpad Contact Center matches caller inquiries with the right agent by automatically routing calls as soon as agents are available and enabling in-queue callbacks for flexible support.

Receive Real-Time Coaching and Support

Dialpad’s proprietary Voice intelligence (VITM) allows agents to surface answers automatically with keyword triggers. They receive alerts when caller sentiment changes and managers can monitor and listen in during live calls or review agent screen recordings after for training.

Streamline Workflows

Dialpad Contact Center provides omnichannel capabilities by integrating phone support with ticketing systems, CRMs, and collaboration tools for a streamlined workflow. Partnerships include integrations with Salesforce, Zendesk, Front, Kustomer and Slack.

Get Full-Picture Reporting

Managers are kept aware of agent activity and performance with real-time dashboards, call volume and hold queue metrics, and customizable wallboards. Transcriptions and call summaries also include moment, CSAT and sentiment tracking and analysis.

For more information, visit www.dialpad.com.

About Dialpad

Dialpad is a business phone system with a mission to make business communications great. Built on the Google Cloud Platform for unmatched security, reliability, and scale, Dialpad’s product suite covers the full range of modern business communications needs with DialpadTalk, DialpadSell, Dialpad Contact Center and Dialpad UberConference, all powered by Voice Intelligence (ViTM). Today more than 7,000 of the world’s most innovative businesses use Dialpad and its seamless integrations with Google G Suite and Microsoft Office 365 to be more productive. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Ventures, Section 32, Softbank, and Work-Bench.