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SET UP FROM ANYWHERE

Cloud contact center software

Provide an incredible customer experience while managing your contact center or call center team from anywhere, with a flexible + robust cloud contact center software. Book a product tour to see how Dialpad Ai Contact Center can work for you!

  • Incredibly easy to use (set up in minutes)
  • Built-in Ai that transcribes calls in real time
  • Truly unified CCaaS + UCaaS in one platform


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What is a cloud contact center?

A cloud-based contact center (formerly known as a call center, and sometimes also referred to as CCaaS, or "Contact Center as a Service") is essentially a type of software that stores data in the cloud and allows for customer communications over the Internet rather than relying on-premises hardware. (Using cloud platforms comes with quite a few benefits—more on that later.)

Provide a better customer experience with Dialpad Ai Contact Center

Dialpad ai contact center self service

Drag-and-drop chatbots

Empower your customers to self-service. With Dialpad, you can take full control of your customer journey, no coding needed. Create chatbots and design dialogue flows with questions and answers—and even include images and video instead of just having text-based answers—with just a few clicks.

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Massive scalability

Not only is Dialpad easy to set up and implement without needing any hardware, you can also easily add (and remove) contact center agents, manage their phone numbers, and more—all in your Dialpad account. No equipment to ship out, and no server closets or office space needed. We'll even help you port your existing numbers over.

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Tools for super-supervisors

You can’t monitor every customer interaction in real time, but you can still help your agents provide a positive customer experience. Dialpad's unique artificial intelligence technology, Dialpad Ai, not only transcribes calls (in real time!), it shows supervisors the sentiment for each active call. They can view all calls, see which ones have negative sentiment, and scan the live transcript to get full context before deciding whether to jump in.

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Real-time training—at scale

Dialpad Ai can also automatically pop up Real-time Assist (RTA) cards when certain keywords are spoken on a call. Competitor names? Pricing questions? Refund requests? Supervisors can create RTA cards for all of these topics and more to empower agents—and create a better agent experience. It’s basically an on-demand coaching feature!

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Advanced WEM capabilities

Get real-time agent forecasting, quality management, scheduling, and more features—all in one fully integrated suite. With Dialpad + Playvox, you can turn support agent data and customer activity into easily digestible dashboards and give supervisors everything they need to improve agent productivity and maintain contact center performance.

Looking for a cloud call center solution?

Book a product tour of Dialpad Ai Contact Center and see how it can work for you!

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Higher reliability and call quality

Dialpad's global voice network minimizes downtime and ensures better quality for both inbound and outbound calls. In fact, the Enterprise plan comes with a 100% uptime SLA.

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Greater cost efficiencies

Beyond the lower initial price tag, the total cost of ownership is also lower with cloud-based contact center solutions compared to traditional contact center technology. From hardware costs to setup and installation fees, to regular product updates, running a small business call center is typically much more budget-friendly with a cloud option. CCaaS solutions also have predictable, fixed pricing models and monthly or annual subscription fees.

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Integrations with tools you already use

Dialpad integrates with popular customer experience tools and CRMs like Zendesk, HubSpot, Intercom, Salesforce, and more to automatically log customer data and provide an embedded dialer for making calls without leaving those tools. Or, build your own custom automations with APIs and webhooks!

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Call routing

With Dialpad's IVR (interactive voice response) feature, you can help your customers self-service and connect themselves to the right person or department quickly—just by setting intuitive routing rules for your IVR. Take that manual call routing work off your agents’ hands (and give them more time to focus on improving customer satisfaction).

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Call analytics and reporting

To make sure your call center performance keeps improving, having access to call analytics is key. In Dialpad, you can track metrics like call volume patterns and call times to continuously optimize every step of your customer journey as much as possible.

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Any device, anywhere

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 on any device.

✒️ Grab the contact center RFP checklist

Vetting different contact center options? This RFP checklist covers the essentials to be aware of and why they may be important for your contact center.

Get started with a cloud
contact center today

With a cloud contact center provider, you can empower your agents and supervisors to work from anywhere, with just an Internet connection and a computer (or a phone). Book a product tour of Dialpad Ai Contact Center to see how it can work for your organization!

Dialpad's Ai contact center vs. regular contact centers

FEATURES
🌟 Native capabilities
Owns all of its own technology and features—including Ai, real-time transcription, omnichannel, and self-service chatbot functionality.
Typically needs partner integrations / third-party tools to provide full range of functionality, like Ai, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
May entice customers with a low initial price point that doesn’t include many essential features.
🌟 Native capabilities
Owns all of its own technology and features—including Ai, real-time transcription, omnichannel, and self-service chatbot functionality.
Typically needs partner integrations / third-party tools to provide full range of functionality, like Ai, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
May entice customers with a low initial price point that doesn’t include many essential features.

FAQs about cloud contact centers

How does a cloud contact center work?

A cloud contact center platform allows supervisors and agents to handle conversations across different communication channels. (Providers typically have their own data centers and use VoIP technology to allow phone calls to happen over the Internet.) It's an essential software for businesses that want to be able to hire agents in different places and adopt a true work-from-anywhere model of work.

This is in contrast to cloud call center solutions, which only let agents manage communications over phone calls—no live chats, social media messages, and so on.

What does CCaaS mean?

What are the benefits of using a cloud-based contact center instead of an on-premises contact center?

How can using a cloud contact center platform improve a contact center’s processes?

What core features should I look for in a cloud-based contact center?

How does a cloud contact center improve the customer experience?

How can a cloud contact center scale my workforce and improve agent performance?

Cloud-based contact centers sound like they’re more for large organizations. Are they good for small businesses?