Quick summary
Dialpad Contact Center unifies calls, messages, meetings, and customer conversations in a single AI-powered workspace. It automates real-time transcription, coaching, and post-call summaries to help support teams resolve issues faster and improve customer satisfaction.
Steps
- Open the Dialpad Contact Center dashboard to access your unified workspace for calls, messages, meetings, and customer conversations.
- Take support calls directly within your dashboard without switching tools.
- Once on a call, the built-in AI automatically begins taking notes in the background.
- View the real-time transcription of the conversation as it happens during the call.
- Set up Real-time Assist cards that automatically surface when a selected keyword is detected during a customer call.
- Watch the AI surface helpful information when it recognizes trigger keywords, enabling faster customer request resolution.
- Use Mainline support to help managers monitor which agents need support by tracking live customer sentiment.
- Check the live transcript to give managers additional context on any active conversation.
- Review the post-call summary to instantly evaluate agent performance after each interaction.
- Use AI-directed highlights to jump to the most important moments in the call transcript.
- Add @ mentions and comments in the transcript to coach agents with targeted feedback.
- Use Heat-maps to monitor call volume or run a keyword search to identify trending support topics.
- Analyze all customer interactions and track customer satisfaction by combining predictive insights with CSAT survey results.
