Allow your agents and supervisors to work from anywhere. With Dialpad's AI-powered customer engagement platform, you can get set up quickly and start engaging with customers and prospects on different channels, from one app. Book a product tour to see how it works!
If you have a distributed team of agents or reps who regularly need to communicate with customers, employees, prospects, then you probably need a virtual contact center or virtual call center.
Dialpadâs robust customer engagement comes with industry-leading AI and CCaaS tools to empower contact center teams to not only improve their service levels and customer satisfaction, but also coach and train new hires more efficiently. How? Keep reading.
Unlike a traditional call center, virtual contact centers (sometimes also called remote call centers) typically consist of service agents who work remotely in different office locations or work from home.
Some folks may still refer to "contact centersâ as âcall centersâ but that term is used less and less now that calling isnât the only channel anymore). There's also "CCaaS," or Contact Center as a Service, which refers to the subscription-model contact center software that's becoming more popular.
Powered by state-of-the-art AI that's analyzed over 4 billion minutes of business conversation-focused data, Dialpad is unlike other virtual contact center solutions in that it can do everything from generating meeting recaps after every call, to transcribing calls in real time, providing agents with real-time coaching, and much, much more.
Set up your virtual contact center teams and assign phone numbersâall in on your online account, without purchasing hardware. Dialpad works across your existing devices and allows you to manage your own contact center easily (and efficiently).
Accelerate quality assurance (QA) reviews, reduce compliance risks, and improve agent adherence with Dialpad's Ai Scorecards. Instead of supervisors having to review call recordings manually, Dialpad Ai automatically suggests when QA Scorecard criteria have been met and highlights coaching opportunities.
Empower your agents to provide a consistently high level of customer care, no matter what tools theyâre using. From Zendesk to HubSpot to Salesforce, Dialpad integrates with most popular ticketing systems and CRMs to embed a dialer inside those platforms and streamline customer support agents' workflows across channels.
Automatically route incoming callers to the most appropriate person, department or self-service solution with IVR (Interactive Voice Response). Dialpadâs fully customizable IVR menu lets you quickly create interactive voice response menus.
Not only can you monitor calls to improve customer satisfaction in real time, but you can also record calls for training and compliance purposes. In a single click, you can start and pause call recording, plus you can even create coaching playlists to improve the effectiveness, efficiency and compliance of your contact center.
Whether your customers are reaching out through Apple Business Chat, WhatsApp, Facebook Messenger, or live chat, your agents will be able to handle all those conversations in one convenient place.
Dialpad Ai doesn't just answer preset questions with preset answers. It's a conversational AI feature that, unlike traditional chatbots, can search all connected knowledge sources in real time to find the right answersâinstantly.
With Dialpad's Ai Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPICED, and SPIN more easily. Dialpad Ai can automatically suggest questions and phrases that they need to say during a call (for example, asking about budget or purchase timelines), understand whether the behavior was met, and check the task off the list (or notify managers if this isn't being done).
Contact center software with live Ai coaching, real-time sentiment tracking, and included integrations to your CRM
3 license minimum
Drive higher CSAT scores with a 100% uptime SLA, unlimited call queues, and advanced reporting
50 license minimum
All the value of the Pro plan, plus:
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đ Native capabilities
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Owns all of its own technology and featuresâincluding Ai, real-time transcription, omnichannel, and self-service chatbot functionality.
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Typically needs partner integrations / third-party tools to provide full range of functionality, like Ai, transcription, and omnichannel support.
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â° Time-to-Value (TTV)
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Setting up a new contact center takes as little as a few minutes thanks to Dialpadâs cloud-native platform and menu-driven self-configuration.
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Setting up new users can take days or weeks, requiring significant professional services involvement.
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đ Scalability
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Incredibly easy to scale up and downâyou can add and remove call queues, and hundreds of users all on your own!
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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).
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đ° Total Cost of Ownership (TCO)
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Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
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May entice customers with a low initial price point that doesnât include many needed features.
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In order for your agents and supervisors to start working remotely, they need to be able to communicate with each other (and your customers) even if they're not working in the office. To do this, they need some type of customer engagement or contact center solution that lets them make and receive phone calls, answer live chat and social media messagesâessentially, handle any communication channel that your company supports.
A tip here is to choose a solution that consolidates all these different channels into one place (as opposed to using one video conferencing app, a separate social media tool, another phone system, and so on). This will make it easier for your agents and managers to keep track of all the different simultaneous conversations, and keeps all that interaction data in one convenient place.
When you're running a virtual call center, your team won't all be in the same room, or even the same building. If agents have questions, they can't just tap their supervisor on the shoulder to ask. This makes it more important to have your policies, product information, and any other knowledge sources that your agents will need all in one accessible place.
You could have an internal wiki or some kind of online database, but the most important thing is to make sure that anyone on your team can easily find the information they need, especially when they're live on a conversation with a customer. On a related note, your supervisors also need to be able to do quality assurance easily. You could use AI to help with analyzing or auditing calls, which can speed things up for managers.
To start a virtual call center successfully, it helps to have everyone on the same page from the onset. Once you onboard new hires, make the company goals, team goals, and individual agent goals clear for them during training. They should know what they're being measured against, whether those are metrics like CSAT scores, average handle time, or whatever you think is most important for your contact center to run smoothly.
If your organization is ready to open up your hiring to include remote agents, then having virtual call center software is a must. Depending on whether you're ha
ndling incoming calls or outbound calling, or both, you may consider outbound or inbound call center software, or blended call center softwareâbut generally, an omnichannel solution that's versatile enough to handle both is best.
If you're managing instant messaging and other channels beyond phone calls, then you might consider a virtual contact center platform instead.
Having the right software is essential to being able to do onboarding and trainingâand used together with self-service options, can help you provide excellent customer experience.
Book a demo to check out Dialpad's AI-powered customer engagement platform, or take a self-guided interactive tour of the app on your own first!
Great question. There are other accessories that your work-from-anywhere call center representatives will need, like headsets (with microphone), office chairs, noise-canceling headphones, and webcams. The most important thing though, is probably a good Internet or 5G connection.