Key Features

Dialpad Contact Center

• Administration: Expect a hassle-free deployment, fast setup and the ability to manage and provision users with simplicity and efficiency. 
  • Web Portal: Manage and set up the platform and users to control settings and profiles. 
    • Administration Portal: et complete control over every adjustable feature and setting. Log into the portal and access several features, including: 
      • Office Settings: Access features such as main line, teams and users, desk phone, office settings, integrations and number porting. 
      • Departments: Assign operators, add or remove departments, establish hours and draw call routing rules for departments. 
      • Call Centers: Add new call centers, assign agents to those centers, establish hold music, create call handling rules and more. 
      • Billing: Access the account’s monthly invoice with the entire billing history. 
      • Authentication: Select SAML provider, choose between Google, OneLogin, Okta or a custom option and add API keys. 
      • Integrations: Add/disable any integrations. 
    • User Portal: Make adjustments to various settings within the account, including: 
      • Basic Information: Upload an avatar (or use the one from the G Suite account), select a phone number that should appear as an outgoing caller ID number along with timezone and language. 
      • Voicemail settings: Upload a greeting, use a default welcome message or record a new one with advanced settings. Choose the ringing duration before sending to voicemail and call routing rules. 
      • Executive Assistant: Assign assistant or executive status to another user, so calls go to the assistant or executive number first. 
      • E911: Establish the physical location where emergency services go when 911 is dialed. 
  • APIs and Webhooks: Get more call data and additional user management functionality. 
  • User Setup: Add new users, assign phone numbers, sync them with Office 365 or Google G and establish user permissions from one place. 
  • Mobility: Remove the restrictions of a traditional desk phone and stay connected from any device and anywhere. 
  • Call Analytics: Solve all big and small challenges with call analytics, optimize the call center’s performance and meet KPIs to stay ahead of the competitors. 

• Call Center Productivity: Access useful tools to address challenges such as inaccurate reporting and analytics. 
  • Hosted Contact Center: Take advantage of an efficient, cost-effective call center that's hosted in the cloud and comes with robust features including: 
    • Quality Management: Boost customer satisfaction rates and create positive outcomes by teaching agents based on customer feedback. 
    • Integrations: Bring together all the existing tools and manage a fully-functional, agile contact center. Track customer support tickets without hopping between apps and log calls to a CRM database automatically. Improve productivity by syncing call center tools to share insightful data. 
    • IVR Systems: Route calls instantly and serve around-the-clock solutions to customers when agents are unavailable. 
    • Computer Telephony Integration: Create personalized customer experiences and screen pops within Zendesk and Salesforce. 
    • Omnichannel: Connect different platforms and channels to support customers regardless of location and device. 
  • Screen Capture: Record an agent’s entire screens during calls and assess the performance to provide valuable feedback. 
  • Call History: View records and catalogs of call data directly from the web portal to uncover valuable insights on product pricing, feedback and more. 
  • Customer Satisfaction Survey: Collect instant feedback and ask customers to rate experience with a score and explain in their own words transcribed by Voice Intelligence. 

• Calling and Routing: Get access to a comprehensive suite of routing and calling features such as call forwarding, enterprise phone systems, call park and call queue to improve business communication. 
  • Call Summary: Find important points during regular calls and conferences through features that compile transcript, snippets, action items and notes into an easy and simple overview. 
  • International Offices: Call up international offices quickly and enjoy crystal clear, cloud-based communications from anywhere while keeping offices connected on a single platform. 
  • Call Operators: Make call handling effortless by managing multiple operators while ensuring calls are delegated and sorted efficiently and promptly. 
  • Call Delegation: Assign calls to another team member, screen calls and manage call volume during busy hours. 
  • Main Company Number: Manage and route incoming calls, set business hours, assign operators, upload hold music and create general custom greetings. 

• Messaging: Enhance team collaboration with modern features including MMS, SMS, Group SMS and more. 
  • Business Text Messaging: Send messages to colleagues as well as partners and clients in the same app. 
  • Conference Phone: Add conference phones to shared spaces such as meeting rooms and reception to have productive meetings and deliver outstanding customer experiences. 

• Web Conferencing: Make online meetings seamless and productive with a high-quality video and audio web conferencing, advanced call settings and extensive screen sharing capabilities. 
  • Call Mute: Control or reduce noise during conference calls. 
  • Private Conference Call: Protect the privacy of online meetings through privacy features such as encryption, PINs and lobby alerts. 
  • Group Conference Call: Build contact groups within the app using a simple click, making it easier to kick off conference calls. 
  • Recurring Call: Be organized and on schedule by setting up recurring calls. 
  • Administrator Login: Allow agents to schedule conference calls on their behalf. 
  • Call Dial Out: Eliminate the chances of missing a call with pre-scheduled dial-outs. 
  • Call Controls: Access conference controls on the phone and web through functionalities such as locking conference rooms and muting all participants. 

• Security: Improvise team workflows with the best cloud phone systems equipped with automatic data backup and redundancy with layered security and encrypted calls. Work anywhere, anytime by communicating through smartphones, desk phones, tablets and laptops. Follow strict policies to protect and preserve information. Keep all data safe, secure and accessible even during unlikely events such as network outages. 

• Voice Intelligence: Employ voice recognition and natural language processing with built-in machine learning and provide real-time recommendations and transcripts. 
  • Post-Call Automation: Close more deals and streamline sales by automatically logging call summaries and generating automated call notes. 
  • Live Coach: Get real-time sales recommendations and coaching and enhance productivity using coaching groups. Listen in on calls, provide feedback and take over when required. 

Suite Support