Allow your agents and supervisors to work from anywhere. With Dialpad Ai Contact Center, you can get set up quickly and start engaging with customers and prospects on a single platform. 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 all-in-one communication and CCaaS tools help contact center teams 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's virtual contact center solution 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.
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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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 handling incoming calls or outbound calling, or both, you may consider outbound or inbound 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 Ai Contact Center, 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-cancelling headphones, and webcams. The most important thing though, is probably a good Internet or 5G connection.