New product features real-time AI tools to help call center teams have smarter customer conversations

Dialpad, the only AI-driven, cloud-native business communications platform, today announced the launch of Dialpad Support, a new AI-powered call center product designed to fit the demands of modern customer support teams. Through a combination of real-time artificial intelligence and natural language processing capabilities, an intuitive user interface and easy-to-use admin functions, Support offers a welcome departure from traditional call center software complexity while promoting better agent performance and higher customer satisfaction.

Similar to Dialpad’s first generation Call Center product, Support offers a variety of robust call center features including real-time service level dashboards, supervisor alerts for key call center metrics such as queue size, agent status and wait time, and deep integrations with business-critical tools such as Zendesk, G Suite, and Office 365. Support also includes VoiceAI-powered real-time call transcription, sentiment analysis and coaching capabilities making product adoption an easy win for cost-conscious call center managers and IT directors alike.

“Dialpad Support is a one-stop solution for modern support teams. Not only does it provide agents with the tools necessary to dramatically enhance customer experience, it does so without trapping growing businesses in the volatile rate structures typically offered by other service providers,” said Dialpad Chief Executive Officer Craig Walker. “Dialpad Support also allows growing support teams to incorporate real-time artificial intelligence into their customer experience strategies, drive business growth, and unlock the voice of the customer all while saving an average of 25 to 50 percent on software costs.”

Helping Businesses Grow Faster While Growing With Them

Support is the only call center solution that offers native real-time artificial intelligence features to improve customer satisfaction (CSAT) scores, increase first call resolution, and surface actionable insights for agents to enhance overall customer service. Built entirely on Google Cloud Platform, Support also allows businesses to scale in accordance with seasonal needs and growth. The full feature set currently includes:

• Real-time sentiment analysis and service level dashboards: Complete, real-time view of customer data and sentiment, plus agent productivity and performance metrics.
• Real-time call transcription: Stay up to speed on conversations as they occur, not after they finish.
• Real-time recommendations: Conversational guidance so agents always have the right information at the right time.
• Real-time alerts: Customized email and SMS alerts on key metrics like wait times, queue length, and abandonment rates.
• Seamless coaching and quality management: Supervisors can listen in, monitor active calls, message agents with live coaching tips and advice, and handle escalated situations promptly.
• High-speed performance: High-definition audio and intelligent call routing and queuing connects callers with agents faster.

“Since switching to Dialpad, we’ve noticed a major difference in our global support organization’s productivity and efficiency. The intuitive user interface makes it easy for every member of our team, from our phone queue administrators to our call reps, to connect meaningfully with customers,” said Olaf Doemer, director of global support at cloud-based digital experience company Acquia. “The reporting and analytics features have also been fundamental to understanding call volumes and opportunities for customer experience improvement. On top of that, fast deployment made it possible to get up and running without skipping a beat.”

Accessible Pricing Brings AI to Every Team

Support is available today starting at $75 per user per month for Pro plans and $100 per user per month for Enterprise plans. Both tiers are all-inclusive of unlimited inbound and outbound calling (within fair usage policies), group lines, group coaching tools, group VoiceAI, powerful administrator controls and analytics, and instant agent provisioning.