Designed for remote agents
VoIP call center
Want to move on from PBX, or just interested in using a VoIP call center platform? Dialpad Contact Center is easy to admin and use for both agents and supervisors. Book a product tour to see how it works!
What is a VoIP call center?
Essentially, a VoIP call center is a piece of software that call center teams use to manage a high volume of outbound and incoming phone calls with customers, prospects, employees, or any other audience.
The software uses Voice over Internet Protocol (VoIP) technology, which means your call center team can work from anywhere with a good Internet connection—and it also means you can easily set up a new call center team around the world in a matter of minutes (instead of weeks or months).
👉 A quick note on “contact centers” vs. “call centers”:
Traditionally, call centers dealt specifically with phone calls (hence the name “call center”), but today, that’s changed. Most businesses have evolved to a contact center model because sales and customer support teams in particular manage other types of customer interactions too, like SMS messages and live chats. If you hear about “omnichannel” communications, this is what that’s referring to.
Essential features to look for when choosing the best VoIP provider for your contact center
With so many contact center and VoIP providers saying they have all the “most advanced features”, what should you be paying attention to as you’re vetting the call center solutions? Here are a few examples—which Dialpad Contact Center comes with.
Built-in analytics
Many call center service providers don’t come with analytics and dashboards built in, so if you don’t like the idea of having to contact customer support and waiting for days or weeks for them to pull metrics for you, then make sure you check for this! Dialpad Contact Center comes with a built-in CSAT survey feature to help you track customer satisfaction, and dashboards and heat maps showing call volume patterns and average speed to answer.
Truly integrated UCaaS + CCaaS
Dialpad’s platform is truly unified, meaning you get not only a contact center solution, but also a VoIP phone system and communications platform that lets you make phone calls, send instant + SMS/MMS messages, have video meetings, and more—all from one intuitively designed app. One login, one account, one cohesive experience.
Unlimited call recording
Call recordings are essential to contact centers, both from a compliance perspective and also for ongoing agent training and development. In Dialpad, you have the option of manually turning call recordings on and off, and there are also APIs that automatically pause recordings when sensitive information (think over-the-phone payments) is being discussed.
Real-time agent assists
One of the most unique things about Dialpad is its AI: Voice Intelligence (Vi). Not only does it transcribe phone calls in real time (more accurately than Google), it can also automatically pop up Real-time Assist (RTA) cards on agents’ screens with helpful notes when tricky topics come up on calls.
Easy call queues and routing
Set up and make changes to your IVR (Interactive Voice Response) and automatic call distribution (ACD) in just a few minutes, right in your online dashboard. You can even see which IVR menu options are being used more (and which aren’t) through Dialpad’s built-in analytics, so you can continuously improve your call routing experience!
Advanced WFM + QM capabilities
Get real-time agent forecasting, gamification, scheduling, and more—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 VoIP call center software?
Book a product tour to see how easy it is to set up and manage remote agents from anywhere using Dialpad Contact Center!
A mobile and desktop app
Again, not every VoIP provider has both a desktop and mobile app, so if your team needs to be able to work on the go, pay attention to this functionality! For instance, Dialpad works across iOS, Android, PC, Mac, and even web browsers—no downloads needed.
Easily scale up—or down
Whether you need to hire more agents for the busy season or remove users once the busy season is over, you can do all that easily in your online dashboard. Add phone lines, move agents between call center teams, whatever you want.
👉 How'd they do it?
Australian retail company Bing Lee needed a way to scale their business (over 40 retail locations!) and meet the increasing demand for their products. See why David Beck, their Head of Process Improvement, said “Dialpad has given us the flexibility to prioritize the health of our support agents with remote solutions while adding robust analytics, reporting, and monitoring capabilities which enabled us to raise the level of service for our customers.”
Multiple active calls? No problem
Supervisors can’t personally watch every customer interaction in real time, but with Dialpad, they can still help agents provide a positive customer experience. Vi not only transcribes calls, it can also show the sentiment for each active call. This way, supervisors 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.
Voicemail
Just in case any incoming calls do go to voicemail, you can manage all that in Dialpad easily too. Record or upload your voicemail greeting right from your online dashboard, and see your transcribed voicemail messages in your inbox. For outbound call center teams, there’s also a unique voicemail drop feature that lets sales reps drop in a pre-recorded message as soon as they hit a prospect’s inbox.
Integrations
From CRM integrations to workforce management apps to ticketing software, there’s a whole range of apps and business tools that Dialpad integrates with. Want to configure your own custom integrations? You can do that too with the open API.
Excellent call quality
Dialpad's unique split cloud architecture and global voice network are designed to minimize downtime and ensure great call quality around the world. Fun fact: The Enterprise plan comes with a 100% uptime SLA!
Keep your phone numbers
Want to keep your existing phone numbers? Dialpad supports number porting—just submit a port request online and we’ll help you port your phone numbers to Dialpad.
An intuitive and resilient VoIP contact center platform
See why both small businesses and global enterprises are using Dialpad’s cloud contact center solution to power their VoIP communications around the world. Book a product tour to see it in action!
How to know if your business needs a VoIP contact center
It goes without saying that not every business in the world needs contact center capabilities. How can you tell, though, if your organization has reached the point where a VoIP contact center solution is something you can’t do without? Here are a few questions to ask. If you answer yes to any of these, then it might be time to consider a VoIP contact center platform.
Do you have remote or hybrid contact center agents?
If you want to be able to hire agents outside of your immediate city or region, then it’s much, much easier to do if you have VoIP contact center software or virtual call center software. When you can hire in different time zones and have that coverage beyond just the typical 9 to 5 in North American time zones, your global clients and prospects can reach your business more easily. And that results in stronger customer relationships and a higher level of customer satisfaction.
Do you plan to scale soon, and want to do it in a cost-efficient way?
One of the biggest advantages of using a VoIP contact center instead of an on-premises alternative is that you can save a ton of money—in a few ways! The most obvious way, of course, is that you don’t need to purchase hardware for your contact center when you have a VoIP telephony solution.
In addition to that, you also save on maintenance and upgrade costs, since CCaaS (Contact Center as a Service) solutions tend to automatically update the software on a regular basis—without your IT team having to do anything.
Do your agents and supervisors want to be able to communicate from different devices on the go?
Customer experience is important, but so is agent experience. And with agent attrition continuing to increase, it’s important that contact center teams are able to provide the flexibility that their employees are looking for. With Dialpad’s easy-to-use softphone app, it makes it much easier to manage a call center and handle the day-to-day workflows remotely.
Try Dialpad’s cloud contact center solution now!
If your organization is looking for a better way to manage the customer journey, whether that’s on the phone or over other digital channels, Dialpad Contact Center gives you a robust, versatile communications platform that’s designed to do exactly that. Book a product tour to see how it can make your agents’ and supervisors’ lives easier!
FAQs about VoIP call centers
What is "VoIP?"
VoIP, or Voice over Internet Protocol, is a telephony technology that lets you send voice communications over the Internet. Basically, VoIP systems facilitate phone calls by sending data packets containing a digitized signal of your voice from one endpoint to another via an Internet connection.