The Future of Call Centers: Dialpad Contact Center Demo 2023

3/12/2023

The Future of Call Centers: Dialpad Contact Center Demo 2023. Dialpad, the leading cloud-based communication platform, has recently won the Best Contact Center Award at the Rich Technology Group's VOIP Awards 2022.

Best Contact Center Award Dialpad

As part of RTG's ongoing coverage, the CEO of Rich Technology Group, Prince Rich had the pleasure of interviewing Adam Hiatt, the leader of the sales engineering team at Dialpad.

CEO of Rich Technology Group, Prince Rich had the pleasure of interviewing Adam Hiatt, the leader of the sales engineering team at Dialpad

During the interview, Adam shares insights on his role at Dialpad and how his team supports customers. Additionally, he gives an in-depth demo of Dialpad's contact center and sheds light on the company's plans. So, let's dive in and learn more about the award-winning communication platform from Adam Hiatt.

What is Dialpad?The Future of Call Centers 2023

Dialpad is a comprehensive platform that caters to the communication needs of businesses of all sizes worldwide. Whether a business requires a basic phone system or a complex, mature Enterprise-class contact center, Dialpad can cater to all their communication needs.

However, what sets Dialpad apart from its competitors is that it has artificial intelligence at the core, which is embedded into every interaction. The Future of Call Centers is here and Dialpad Contact Center Demo 2023 article will give you all the insights.

In essence, Dialpad is not just a phone system company, but a data company as well. The platform intends to leverage the conversations that take place daily in its customer's environments to create data and harness it to impact the outcome of individual calls, as well as to understand calling activity, and trends and extract meaningful insights.

With these insights, Dialpad helps its customers focus on making changes that can help their businesses perform better. For instance, they can sell more, increase customer satisfaction, or decrease agent attrition.
Dialpad is now rebranding itself as an AI customer intelligence platform.

This reflects the company's focus on creating, harnessing, and empowering its customers with the data they need to service their customers better.
Overall, Dialpad's unique selling proposition lies in its ability to combine a comprehensive communication solution with powerful artificial intelligence capabilities.

Using Dialpad, businesses can leverage their conversations to create meaningful insights that can help them improve their operations, boost sales, and deliver better customer experiences.

How does Dialpad Contact Center enable remote work?

Adam Hiatt discussed the shift to remote work and the importance of supporting workers regardless of location. He emphasized that Dialpad's platform is capable of running a softphone or agent desktop interface on both PC and Mac, as well as a browser version and applications for IOS and Android.

This allows users to act as business phone system users or contact center agents from their mobile devices if needed. Hiatt demonstrated this by showing his mobile experience on the right and the desktop application on the left of his screen.

He also pointed out that for Dialpad, call centers are simply a drop-down menu within the same interface, eliminating the need for separate applications and streamlining the user experience.

Dialpad Real-Time Voice Transcription AI- Dialpad Contact Center Demo 2023

Adam Hiatt demonstrated Dialpad's transcription AI by placing a call from a tech support queue to his Google Voice number. Once the call was connected, the AI immediately went to work transcribing everything that was being said.

This transcription data can then be used to provide agents with real-time assistance, such as answering complex questions or redirecting them to other sources of information.

With the help of an example, Adam explained that if a customer were to call in requesting assistance with tracking a package, the AI would generate a real-time assist card on the agent's screen, providing them with the information needed to quickly and effectively handle the request and provide excellent customer service. This use of AI allows for greater efficiency and productivity in call centers, enabling agents to provide faster and more accurate support to customers.

How can Dialpad’s Contact Center Solution help with call flow management?

Adam Hiatt explained that Dialpad's platform is designed to present data in an easy-to-consume manner for organizations to harness data points, KPIs, or metrics that they care about. The platform is meant to be modern and beautiful, offering a way to extract meaningful information from reports that can be difficult to navigate.

Hiatt demonstrated the platform's capabilities by showing the analytics dashboard, which displays call volume over time. The visual representation of call volume helps identify any hotspots that need attention. He also showed how the platform can help identify missed or abandoned calls, which are scenarios that require improvement to the existing call flow. By filtering data, the platform provides a description or list of calls that made up the data point, allowing users to learn and improve their call flow.

The platform's call journey link provides insights into the customer's journey while they were in the IVR, auto-attendant menus, or on hold waiting to speak to an agent. Hiatt emphasized that the platform is designed to solve the needs of contact center environments with high volume and make it easy for them to understand where they can spend their time.

Finally, Hiatt demonstrated how easy it is to design call flows using the platform. In the administrative environment, he shows how users can make changes to call routing, and insert hold times and callback requests, without requiring coding or complex processes. Thus, the platform empowers users to take control of their call flows, making it a powerful tool for supervisors and users.

Dialpad Call Reporting Overview

According to Adam, one of the most important things for any team leader, whether you're a CEO or a sales manager, or a contact center supervisor, is to make sure that your team is spending their time efficiently. And that's where Dialpad's analytics portal comes in. It's not just a bunch of data in a hard-to-understand format like a Pivot Table or an Excel sheet. Dialpad has made it easy to understand visual representations.

One of the things Dialpad is looking at in the analytics portal right now is Agent Availability over time. This breaks down how much time your agents are spending off duty, on calls, in the wrap-up, or handling other call center activities. Being able to quickly and easily sort through this information and identify opportunities for improvement is key. It's not just about having a report, but being able to determine where the weaknesses and strengths are; so you can create more predictable outcomes.

Dialpad CRM Integration

Adam Hiatt discussed the topic of CRMs and integrations and emphasized that it's a complex conversation that requires more information to determine the best solution. Dialpad has a customer-friendly approach and leverages open APIs to support customers' end goals if a native out-of-the-box integration isn't available.

He directs customers to the Dialpad.com/app-marketplace website to see the full list of applications with native out-of-the-box integrations, including Salesforce, Zendesk, Hubspot, and Microsoft Dynamics.

If a native solution isn't available, Dialpad offers a Chrome CTI integration. The softphone is embedded into any web-based application accessed through a Chrome browser, such as HubSpot, providing a complete view of the softphone in the lower right-hand corner of the contact screen.

The Salesforce CTI integration is running in the lower left-hand corner of the Salesforce environment. Although it doesn't offer complete feature parity with the desktop application, it provides enough features to get started.

Dialpad AI's power enables the automatic logging of call details against the record created in the CRM at the end of each interaction. Every activity created in Salesforce, for example, includes the call detail records and a call summary, which links the user back to the Dialpad environment, providing full access to the recording, transcription, and the ability to collaborate on that interaction.

This process ensures the CRM, the source of truth, includes every word and phrase said within that interaction, making it much more truthful.

An indepth demo of Dialpad Contact Center for call center communications in 2023 with special guest Dialpad Channel Sales Engineer, Adam Hiatt.

Dialpad's Real-Time Call Transcription Searchability

Adam Hiatt discussed the value of real-time transcription in the Dialpad solution. He explained that what sets Dialpad apart is the ability to transcribe in real-time, providing immediate access to the information. This feature enables users to take action on what is being said, including remote monitoring and coaching capabilities.

The search bar in the application allows users to search for any word or phrase and pulls up a variety of information. For instance, searching for "Microsoft" could bring up all messages and calls where the term was discussed, along with the number of calls and meetings where it was mentioned. By clicking on a call or meeting, users can jump directly into that conversation and find the exact moment when the topic was discussed, even if it was months or years ago.

Moreover, the call history page enables users to search for specific conversations based on multiple keywords, including words related to competitors or moments of interest. This feature allows users to quickly find and review interactions relevant to their needs.

Dialpad’s Call Satisfaction Scoring with AI CSAT

Dialpad is a communication platform that offers a unique tool for measuring customer satisfaction. According to Adam Hiatt, the tool solves the problem that many organizations face of not knowing if they are doing a good job for their customers.

Surveys are commonly used to solicit feedback, but they are expensive and often yield low response rates that are not representative of the entire customer base. Dialpad's solution is an AI engine called AIC set, which predicts customer satisfaction scores for every interaction. This removes the burden of filling out surveys from the customers and puts the power back in the hands of the providers.

By measuring customer satisfaction for every interaction, Dialpad's tool allows businesses to dig deeper into their CSAT scores and sort by agent performance. They can also search for words or moments that affect CSAT and make data-driven decisions on how to improve their customer service. This approach focuses on real data and provides a broader set of customer experiences, which results in a tenfold return on investment for Dialpad's customers. Overall, Dialpad's tool offers a more efficient and effective way for organizations to measure customer satisfaction and make improvements based on real data.

If you're interested in what Dialpad has to offer and would like to explore it further, you can reach out to the company or contact Rich Technology Group directly. RTG can provide you with a customized demo based on your specific business needs and answer any questions you may have. You can also get a quote with special pricing by going through Rich Technology Group so take advantage of this opportunity to see how Dialpad can help your business improve its communication and customer service capabilities.

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