Technology

Dialpad Launches Call Center to Help Modern Businesses Build a Superior Customer Experience

Dialpad, the pure-cloud business communications provider announced the launch of Call Center, a new and modern take on call centre software. Built on the Google Cloud Platform, Call Center removes the complexity of traditional call centres with its software platform that helps small and medium-sized businesses cost-effectively turn an often frustrating experience into an opportunity to create remarkable customer experiences and build brand loyalty.

Dialpad is introducing its single-platform Call Center solution, with native CRM integrations and intuitive user experience, at a time of explosive growth for modern SMB companies looking to solve their inbound or outbound call center needs. According to Walker Research, customer experience will overtake price and product as the key brand differentiator by 2020, further cementing the need for customer-centric call centers driven by modern software.

“At Dialpad, we believe in disruptive innovation with a purpose and create products that address the way modern businesses strive to communicate today, while remaining flexible enough to grow with the businesses of tomorrow,” said Dialpad CEO, Craig Walker. “Our technology makes it possible for customers to enjoy one telephony platform for all their business communications needs. Whether it’s inbound and outbound customer communications with Call Center; chats, calling and document sharing with Dialpad; or PIN-free conference lines with UberConference, Dialpad does it all. By adding Call Center, we’ve made it easier for companies to focus on what’s most important – creating happy customers and generating business growth.”

IMPROVE CUSTOMER EXPERIENCE WITH CALL CENTERS BUILT FOR TOMORROW

The Dialpad Call Center platform includes a beautiful design aesthetic and intuitive user experience, which provides agents and representatives with easy-to-use features that save time, provide better service, and drive sales. Agents and representatives using Call Center spend less time trying to master unwieldy systems and more time solving problems, engaging with customers and serving as expert brand ambassadors.

Dialpad Call Center is the only call center software solution built entirely on the Google Cloud Platform with a microservices architecture, which allows customers to future-proof their inbound and outbound customer communication systems with modern tools and integrations. With a flexible and instantly scalable architecture, Dialpad Call Center also allows companies to instantly modernize their IT stack and ensure collaboration and productivity among employees. Call Center features include:

  • In-depth analytics: Complete, real-time view of customer data, agent productivity and more.
  • Real-time alerts: Receive customized email or 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.
  • Unified platform for the call centers of tomorrow: Instantaneous onboarding and customized controls eliminate the complexity of traditional call center technology.

“We know that 70% of buying experiences are based on how customers feel they are being treated, so we designed Call Center specifically with end users in mind,” said Vincent Paquet, Chief Product Officer, Dialpad. “We are focused on building a user-friendly service that eliminates guesswork and frustration for administrators and agents, improves call quality and routing functionality, minimizes customers’ time spent in call queues, and delivers actionable, customer-centric analytics.”

DISRUPTIVE PRICING MODEL

Dialpad Call Center’s unique approach to pricing provides SMB’s with the predictability of a flat-rate with no per-minute fees, that helps combat the volatile rate structures typically offered by other service providers. Call Center allows for short-term and annual contract options at all levels of service, eliminating the need for extreme upfront costs and removing the need for long-term “price-lock” commitments.

Call Center is Dialpad’s third distinct offering and follows the market success of its sister products, UberConference and Dialpad. UberConference is the world’s easiest to use PIN-free conferencing and collaboration service, and winner of TechCrunch Disrupt 2012. Call Center is available as an add-on for existing Dialpad companies and will be made available as a stand-alone subscription for new customers in the coming months.