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reliable + scalable

Enterprise contact center software

Need to spin up new contact center teams or set up hundreds (or thousands) of new agents quickly? With Dialpad's enterprise contact center software, you can support large-scale, global contact center teams in less time—and with less of a burden on IT—than ever before. Book a product tour to see how Dialpad Contact Center can make life easier for your organizations' agents and supervisors.

A quick note: Contact centers vs call centers

If your contact center teams handle communications that include not only phone calls, but also live chats, SMS messaging, self-service options, and so on, then make sure that whichever provider you choose has robust contact center functionality.

Call center platforms typically provide only phone call support when it comes to communication channels, whereas contact center solutions are more advanced and have more integrations. (Dialpad, for instance, is a full-fledged unified communications platform, and lets agents and supervisors manage VoIP calls, send instant and SMS/MMS messages, and even have video meetings—all in one app.

All the essential features you need in an enterprise contact center solutions

From advanced features that are fully integrated into the platform to an intuitively designed interface, Dialpad Contact Center makes it simple for help desk, sales, and other contact center teams to handle a high volume of outbound and incoming calls or inquiries, and provide an excellent customer experience.

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Real-time transcription

Dialpad’s proprietary AI, Voice Intelligence (Vi), can transcribe phone conversations—in real time—even more accurately than Google. This way, supervisors can monitor multiple agent calls simultaneously and browse the transcripts, which are updated in real time, to proactively get full context on any potentially problematic customer conversations.

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Live sentiment analysis

Vi can also perform live sentiment analysis on agent calls, meaning supervisors can scan the list of active calls in their department and easily see if any customer calls are going south. If they see a call with negative sentiment, they can scan the transcript before deciding whether to barge the call or message the agent on the side with advice.

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Agent assists

Finally, Vi can help agents in real time. Supervisors can create Real-time Assist (RTA) cards that automatically pop up on agents’ screens when certain keywords are spoken on calls. For example, they can create an RTA card with notes about the refund policy, and set it to trigger when “refund” or “money back” is mentioned on a call. It’s like coaching at scale—without managers having to personally sit in on every call.

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Built-in analytics

With Dialpad, supervisors can keep an eye on customer interactions and metrics without having to message a tech support team and wait for them to pull data. Dialpad’s built-in dashboards and heat maps show metrics like call volume patterns, average speed to answer, and more—all in a beautifully designed online dashboard.

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Truly unified communications

With Dialpad, agents and supervisors can manage external communications and also make phone calls, send instant + SMS/MMS messages, and have video meetings internally, from both the desktop and mobile app. No need to toggle back and forth between windows, and it streamlines all conversations into one convenient place.

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Integrations with tools you’re already using

Whether you’re using Salesforce, Zendesk, Zoho CRM, Google Workspace, or Microsoft 365, Dialpad Contact Center integrates with a wide range of CRMs and other business apps. These integrations allow agents to have phone calls from directly inside the CRM, automatically log activities, and much more.

Looking for an enterprise contact center solution?

From robust CRM integrations to one of the most intuitive user interfaces out of all the platforms out there, Dialpad Contact Center is designed to make it easier for global contact center teams to manage communications. Book a product tour to see how it can work for you!

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An integrated WFM solution

When it comes to workforce management and workforce optimization features, Dialpad’s integration with Playvox gives you a robust contact center platform with all of that functionality built right in. From forecasting to quality management and more, get it all in one place.

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Robust security

Not only does Dialpad guarantee 100% uptime for Enterprise customers, it also has a range of measures in place to ensure enterprise-class security across the board. All data is safeguarded in transit and at rest, and Dialpad meets rigid compliance standards like FERPA, GDPR, and HIPAA. Finally, there are also robust in-meeting security controls (like muting participants and removing unwanted guests) and APIs that can pause recording automatically when sensitive information is being discussed on calls.

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24/7 customer support

And of course, Dialpad’s customer support team is available around the clock via the phone, live chat, and web for all Enterprise customers worldwide. There’s no hidden fees, no additional pricing. This support comes included with all Enterprise plans. If you’d like to find answers on your own, there’s also the thorough and detailed online Help Center, which contains answers to the most frequently asked questions.

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Intelligent routing

Dialpad’s easy-to-customize IVR (interactive voice response) menus and ACD (automatic call distribution) feature makes it easy for callers to route themselves to the right agent or department. Not only that, there’s also a dashboard that shows IVR usage patterns so you can monitor which IVR menu options are being used (and which aren’t) to continuously improve your call routing experience.

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Unlimited call recording

With Dialpad Contact Center, it’s easy to toggle call recording on and off, or to set all calls to record automatically. Supervisors can also create “playlists” of call recordings that agents can listen to and learn from on their own time!

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Voicemail

Set up your voicemail greetings and change your settings easily in minutes, right in your online dashboard. Not only that, Dialpad’s visual voicemail feature also transcribes your voicemail messages so that you can catch up on missed messages—even if you’re stuck in meetings and can’t listen to the audio.

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Easily scalable

One of the biggest challenges with most enterprise phone systems and contact center platforms is that they’re not easily scalable. Want to add—or remove—agents to support seasonality patterns? Typically you’d have to wait a long time for changes to be implemented. With Dialpad, you can easily add and remove users, manage phone numbers, and more, all in minutes from your online dashboard.

Get a personalized walkthrough now

Want to see how Dialpad Contact Center can help your agents and supervisors work more efficiently? Book a product tour!

Industries that are using enterprise call center software

“Customer engagement” looks a little different depending on the industry you’re in, so let’s look at a few examples in which enterprises in these industries can use contact center software.

Healthcare

Today, healthcare organizations rely heavily on call center software to communicate with patients, staff members, insurance providers, and more. One of the biggest requirements of enterprise call center software is, of course, meeting the stringent regulatory requirements (such as HIPAA) that the sector demands.

👉 Further reading:

See how Fenway Healths’ IT Director smoothly transitioned hundreds of contact center agents to remote work with their enterprise contact center software.

Tech and SaaS

With any large SaaS organization, one of the most important types of high-volume communications is without a doubt customer support inquiries. That means it’s essential to have software that provides analytics to track customer satisfaction, types of inquiries, and overall call volumes, among other metrics.

Dialpad provides us with all of the flexibility and solutions we needed to provide excellent customer support remotely.

Fernan Kalaw
Director of Customer Support at Infotrack

Higher ed

For universities and colleges, keeping multiple campuses and thousands of students and employees in sync is a significant task. And while remote learning is one big piece of the puzzle, contact center teams in postsecondary institutions have a very specific set of challenges that involve admissions, enrollment, and donations.

See how Education First (EF) set up a new call center with Dialpad Contact Center—in just 10 minutes!

Real estate

For small brokerages with five or 10 agents, having a contact center platform may be overkill. But for any decent-sized brokerage or property management company, it’s much harder to handle a large quantity of calls (about things like site visits and viewings) on a daily basis—if they don’t have a good contact center platform.

Dialpad has a very low learning curve. Very easy to pick up without any formal training to figure out how to use it. The usability was great from the get-go.

Jude Tungul
Business Operations and Intelligence Manager at Westward360
👉 Quick sidenote on chatbots:

Most people don’t like chatbots—and that’s for two main reasons: most businesses haven’t designed them well; and many chatbot platforms just aren’t very robust or functional. Done right, chatbots can be a very effective self-service solution—and that’s something that we’re building into Dialpad Contact Center right now!

Optimize your enterprise communications with the most flexible and scalable CCaaS solution out there

From workforce management to excellent call quality around the world, a good enterprise contact center software should be well-rounded and help you provide not only an excellent customer experience, but also an excellent agent experience.

With so many communication channels like phone calls, social media messaging, SMS messages, live chat, and conferencing, omnichannel routing is a must. Good call center and contact center solutions have to make the customer journey as seamless as possible, no matter which touchpoint(s) your customers want to interact with.

Whether you have a customer service team, sales team, or any other type of contact center team, Dialpad Contact Center can help make your agents’ and supervisors’ lives easier.

See why contact center teams love Dialpad

From small businesses to global enterprises, contact center teams across a range of regulated industries like healthcare, insurance, and real estate are using Dialpad Contact Center. Book a product tour to see why!

FAQs about enterprise contact center software

What actually is “enterprise contact center” software?

You’re probably already familiar with the traditional model of a call center team—it’s that loud, large office with rows and rows of agents wearing headsets and handling a large call volume of inbound calls and outbound calls.

An enterprise cloud contact center software lets these agents manage all those phone emails—in addition to other communication channels like live chat messages, emails, and more—in one place. And today, one of the big advantages of this software is that it allows agents to work remotely, meaning businesses can save a hefty amount on leasing or owning that office space.

Typically, enterprise contact center or call center software includes features like a power dialer or predictive dialing (for outbound-focused teams), omnichannel communications, and monthly or annual SaaS (Software as a Service) pricing plans.

When should organizations consider switching to contact center software?

What are some key terms to be aware of as you're shopping for enterprise call center software?

What should you keep in mind as you modernize your call center software setup?

What does “choose something that’ll scale easily” really entail?

What are some best practices for adopting and integrating enterprise call center solutions into business workflows?