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EASY TO SET UP, EASY TO ADMIN

Virtual call centre

Empower your agents and supervisors to deliver exceptional customer experiences from anywhere in the world. Dialpad Ai Contact Centre amplifies remote working capabilities by providing you with a centralised, cloud-based platform for all of your cloud contact centre communication needs.


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What is a virtual call centre?

Instead of being housed in a singular, physical office space, a virtual call centre is composed of a team of geographically-dispersed agents.

Using specialised virtual call centre software—or better still, a contact centre alternative—these agents can deliver professional customer service from any location. All they need is a good internet connection and they’re all set up to work just as well as an on-premises team.

Essential virtual contact centre features that you get with Dialpad

💡 What is the difference between a call centre and a contact centre?

As the name suggests, a call centre only deals with telephone-based communications. Sales and customer service interactions are limited to inbound and/or outbound phone calls. In addition to facilitating telephone communications, a cloud contact centre encompasses other communication channels. Whether they be SMS, email, instant messaging, social media, or others, cloud contact centre software enables agents to deliver streamlined experiences on their customers’ preferred channels.

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Fast deployment

Set up your virtual contact centre teams and assign phone numbers—all in your online account, without purchasing hardware. Dialpad works across your existing devices and allows you to manage your own contact centre easily and efficiently.

Looking for a virtual
call centre platform?

Get a demo of Dialpad Ai Contact Centre or, take a self-guided interactive tour of the app!

Dialpad Ai Contact Centre vs. other contact centre platforms

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 needed 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 needed features.
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Integrations with your existing tools

Ensure your agents can provide a consistently high level of customer care, no matter what tools they’re using. From Zendesk to Intercom to Salesforce to Front, Dialpad integrates with most popular ticketing systems and CRMs to embed a dialler inside those platforms and streamline customer support agents' workflows across channels.

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IVR capabilities

Automatically route incoming callers to the most appropriate person, department or self-service solution with IVR (Interactive Voice Response). Dialpad’s fully customisable IVR menu lets you quickly create interactive voice response menus.

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Call recording and monitoring

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 centre.

Run your team of agents from anywhere with virtual contact centre software

Virtual contact centre software ensures that you can snap up the best customer service agents you can find, regardless of their physical location.

Enable teams to work remotely with the same competency as if they were in a physical office. Utilise advanced features like call monitoring, live call transcriptions, and sentiment analysis to oversee agents’ calls and offer them real-time support.

A cloud phone system doesn’t even require agents to purchase specialised hardware. By simply downloading an app, they can give their PC, laptop and mobile phone contact centre capabilities. As long as they have a fast internet connection and a headset, they’re good to go!

For virtual offices that want to deliver customer service across a variety of different channels, a virtual contact centre solution is a must. It centralises customer communications to deliver streamlined, unified experiences, all without your agents needing to be in the same location.

The remote and hybrid working trend continues to gain pace in the UK, with companies and employees reaping the benefits of greater flexibility and a better work-life balance. Virtual call centres provide the framework to make this happen in your company, too. Get started with Dialpad today!

✒️ Grab the Contact Centre RFP Checklist

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

See how a virtual
contact centre platform
can work for you

Book a product tour to check out Dialpad Ai Contact Centre!

FAQs about virtual call centres

How do I set up a virtual call centre?

Dialpad Ai Contact Centre can be set up in a matter of minutes. We handle all of the technical stuff—all you need to do is assign phone numbers, add agents and set up your business hours and call routing rules.

You can configure everything right inside your online account and you don’t need to purchase a single piece of hardware.

How does a virtual call centre work?

Okay, so I don’t need hardware—what other expenses should I be aware of when considering a cloud contact centre?