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Dialpad Support

Contact center platform that gives agents customer history, real-time AI guidance and routing for calls and digital channels so teams resolve issues faster.

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By Dialpad

dialpad.com

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Overview

Dialpad Support brings voice and digital conversations, routing, call recording, analytics, AI transcripts and recaps, and sentiment and CSAT scoring into one cloud contact center. Agents see customer context from connected CRM and ticketing tools such as Salesforce, Zendesk and ServiceNow. Live Coach, Playbooks, Scorecards and Workforce Management are included in higher plans (Advanced for coaching and quality management, Premium for workforce management).
More product details

Product

Demo Url
dialpad.com/demo
Solution Kind
Application

Images

Agent handling a customer chat with a live conversation list, AI purpose and sentiment tags and Salesforce call logging (sample data)1 / 2

Agent handling a customer chat with a live conversation list, AI purpose and sentiment tags and Salesforce call logging (sample data)

Dialpad contact center workspace with active conversations, a chat with a sentiment tag, a supervisor whisper note and a Salesforce call-log panel

Features

Call Recording

Call recording

Screen recording

More details & conditions: Call Recording

Pause recording for payment data

Categories: Contact Center · Call Center

Call Routing

Omnichannel routing for voice and digital

Advanced routing

More details & conditions: Call Routing

IVR menus and customer callback flows

Categories: Contact Center · Call Center

Call Center Management

Real-time dashboards and agent performance dashboards

Supervisor live monitoring

More details & conditions: Call Center Management

Workforce management forecasting, scheduling and adherence (Premium plan)

Categories: Contact Center · Call Center

Multi-Channel Communication

Omnichannel routing for voice and digital channels

Digital session analytics for chat, SMS and other digital channels

Categories: Contact Center · Customer Support

Automated Routing

Omnichannel routing for voice and digital

Advanced routing

Categories: Contact Center

Call Monitoring

Listen In

Barge In

More details & conditions: Call Monitoring

Take Over

Live sentiment monitoring on active calls and queues

Categories: Contact Center

Inbound Call Center

Inbound contact center with queues, routing and customer callback

Categories: Call Center

Computer Telephony Integration

Delivery method: Integration

Place and receive calls inside Salesforce

Match callers to CRM contacts and log calls to the matching record

Categories: Call Center

Call Logging

Call logs

Automatic call logging to CRM records

Categories: Call Center

Knowledge Base Management

AI Live Coach surfaces knowledge base suggestions and generated responses during calls

Categories: Customer Support

Show all details (17)

Support Ticket Management

Delivery method: Integration

Zendesk integration checks for existing tickets and creates tickets for incoming interactions

ServiceNow integration creates tickets and logs calls, notes and dispositions to incidents

Categories: Customer Support

Chatbot

AI agents resolve routine requests and hand off to a human rep with context

Categories: Customer Support

Customer Communication

Voice and digital customer conversations with history and open issues carried across channels

Categories: Customer Support

Chat/Messaging

Chat conversations handled alongside calls in the agent app

Categories: Customer Support

Queue Management

Call queues

Queue analytics for demand and wait times

More details & conditions: Queue Management

Customer callback

Categories: Customer Support

Workflow details

Routing
  • IVR
  • Call queues
  • Advanced routing
  • Customer callback

Categories: Contact Center · Call Center

Recording
  • Name
    Call recording
    Description
    Admins configure recording settings and automated prompts; agents can pause recordings to take payment data, and an API can stop and restart recording programmatically.
  • Name
    Screen recording
    Description
    Contact center screen recording is included in the Essentials plan.

Categories: Contact Center · Call Center

Pricing

Advanced

Plan details & limits

Business Model
  • Subscription

Essentials

Plan details & limits

Business Model
  • Subscription

Premium

Plan details & limits

Business Model
  • Subscription

Technical details

API

API access conditions
  • Admin and Reporting APIs are included with Premium plans.
Programmatic access
Yes
Documentation
dialpad.com/developers/docs

Deployment

Client Channels
  • Browser
  • Desktop app
  • Mobile app
Delivery Models
  • Cloud (SaaS)

AI

Use Cases
  • Sentiment analysis
  • Text summarization
  • Knowledge question answering

Security

Access Models
  • Role based
Assurances
  • Kind
    Audit report
    Standard
    SOC 2 Type II
  • Kind
    Certification
    Standard
    ISO/IEC 27001
    Standard version
    2022
  • Kind
    Certification
    Standard
    ISO/IEC 27017
    Standard version
    2015
  • Kind
    Certification
    Standard
    ISO/IEC 27018
    Standard version
    2019
Encryption At Rest
Yes
Encryption In Transit
Yes
Provisioning
  • SCIM
Residency Scope
  • Country
    United States
    Provider
    Google Cloud Platform
    Data class
    Primary data
  • Country
    United States
    Provider
    Google Cloud Platform
    Data class
    Backups
SSO Protocols
  • SAML

Reviews

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