SET UP FROM ANYWHERE
Cloud contact center
Need a cloud contact center solution that empowers supervisors to provide an incredible customer experience while managing contact center or call center teams from anywhere? Book a product tour to see how Dialpad's AI-powered customer engagement platform is designed to do exactly that!
What is a cloud contact center?
A cloud-based contact center (formerly known as a call center, and sometimes also referred to as CCaaS, or "Contact Center as a Service") is essentially a type of software that stores data in the cloud and allows for customer communications over the Internet rather than relying on-premises hardware. (Using cloud platforms comes with quite a few benefits—more on that later.)
Provide a better customer experience with Dialpad
Massive scalability
Not only is Dialpad easy to set up and implement without needing any hardware, you can also easily add (and remove) contact center agents, manage their phone numbers, and more—all in your Dialpad account. No equipment to ship out, and no server closets or office space needed. We'll even help you port your existing numbers over.
Tools for super-supervisors
You can’t monitor every customer interaction in real time, but you can still help your agents provide a positive customer experience. Dialpad's industry-leading artificial intelligence technology, Dialpad Ai, not only transcribes calls (in real time!), it shows supervisors the sentiment for each active call. They can view all calls, see which ones have negative sentiment, and scan the live transcript to get full context before deciding whether to jump in.
Real-time training—at scale
Dialpad Ai can also automatically pop up Real-time Assist (RTA) cards when certain keywords are spoken on a call. Competitor names? Pricing questions? Refund requests? Supervisors can create RTA cards for all of these topics and more to empower agents—and create a better agent experience. It’s basically an on-demand coaching feature!
Speedier QA
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.
Live guidance for sales teams
With Dialpad's Ai Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPICED, and SPIN more easily. Dialpad Ai can automatically suggest questions and phrases that they need to say during a call (for example, asking about budget or purchase timelines), understand whether the behavior was met, and check the task off the list (or notify managers if this isn't being done).
Advanced WEM capabilities
Get real-time agent forecasting, quality management, scheduling, and more features—all in one fully integrated suite. With Dialpad + Playvox, you can turn support agent data and customer activity into easily digestible dashboards and give supervisors everything they need to improve agent productivity and maintain contact center performance.
Looking for a cloud call center solution?
See how it works with a demo, or take a self-guided interactive tour of the app on your own first!
Higher reliability and call quality
Dialpad's global voice network minimizes downtime and ensures better quality for both inbound and outbound calls. In fact, the Enterprise plan comes with a 100% uptime SLA!
Greater cost efficiencies
Beyond the lower initial price tag, the total cost of ownership is also lower with cloud-based contact center solutions compared to traditional contact center technology. From hardware costs to setup and installation fees, to regular product updates, running a call center is typically much more budget-friendly with a cloud option. Cloud solutions also have predictable, fixed pricing models and monthly or annual subscription fees.
Integrations with tools you already use
Dialpad integrates with popular customer experience tools and CRMs like Zendesk, HubSpot, Salesforce, and more to automatically log customer data and provide an embedded dialer for making calls without leaving those tools. Or, build your own custom automations with APIs and webhooks!
Call routing
With Dialpad's IVR (interactive voice response) feature, you can help your customers self-service and connect themselves to the right person or department quickly—just by setting intuitive routing rules for your IVR. Take that manual call routing work off your agents’ hands (and give them more time to focus on improving customer satisfaction).
Call analytics and reporting
To make sure your call center performance keeps improving, having access to call analytics is key. In Dialpad, you can track metrics like call volume patterns and call times to continuously optimize every step of your customer journey as much as possible.
Any device, anywhere
One big cost-saving opportunity, if you’re open to call center agents using their own devices, is allowing them to BYOD (“bring your own device”). Dialpad works across iOS, Android, PC, and Mac—and also works in web browsers—so supervisors and agents can work from anywhere on any device.
✒️ Grab the Contact Center RFP Checklist
Vetting different contact center options? This RFP checklist covers the essentials to be aware of and why they may be important for your contact center.
Get started with a cloud contact center
With a good cloud contact center provider or customer engagement platform, you can empower your agents and supervisors to work from anywhere. Book a demo of Dialpad or take a self-guided interactive tour of the app on your own!
Dialpad Support vs. other cloud contact center platforms
🌟 Native capabilities
- Owns all of its own technology and features—including Dialpad Ai, real-time transcription, omnichannel, and self-service chatbot functionality.
- Typically needs partner integrations / third-party tools to provide full range of functionality, like Ai, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
- Setting up a new contact center takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
- Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
- Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
- 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).
💰 Total Cost of Ownership (TCO)
- Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
- May entice customers with a low initial price point that doesn’t include many essential features.
FAQs about cloud contact center solutions
A cloud contact center platform or cloud call center solution allows supervisors and agents to handle conversations across different communication channels. (Providers typically have their own data centers and use VoIP technology to allow phone calls to happen over the Internet.) It's an essential software for businesses that want to be able to hire agents in different places and adopt a true work-from-anywhere model of work.
CCaaS stands for "Contact Center as a Service," a type of software model that allows businesses to "pay as you go." Instead of paying a huge price up front for contact center solutions, the cloud call center pricing model allows them to pay a smaller monthly fee for as long as they want to use the contact center platform.
Most businesses, especially those with remote or distributed employees, will benefit from using cloud call center solutions over on-premises software solutions. The benefits of cloud-based contact center solutions, besides the lower upfront costs that come with switching over to a cloud-based subscription model, include better scalability, easy installation, and other useful functionality, like built-in video conferencing and SMS messaging.
With a cloud-based contact center solution, all your colleagues will be just one instant message away, even if you’re all working remotely.
A good cloud contact center can help improve workforce management and boost your customer engagement, which in turn creates more loyal customers who are likely to stay with your brand for a long time. Cloud contact centers also improve ROI by helping you improve your workforce optimization by giving you access to analytics that show you when to schedule more agents to tackle higher call volumes.
One of the biggest benefits is, of course, how easy it is to set up new agents and make changes to call center teams, which removes a lot of work and time spent waiting for IT help or technicians to make those updates for you. Finally, they can make it easy to automate the kinds of repetitive workflows that can take up a lot of time when you’re running a call center. From using a virtual receptionist and IVR to automate all routing-related workflows, to automating coaching and training for remote agents, there’s so much you can do with a cloud solution.
Any cloud-based contact center should have a few key features. These include a user-friendly interface, omnichannel support or support for the digital channels you use, and integrations with other software you already use. For example, with integrations, if you’re handling all your emails via Microsoft 365 or Google Calendar, you’ll want your contact center platform to integrate with those tools.
Cloud contact centers improve the customer experience by empowering contact center agents and supervisors to do their jobs more effectively. In other words, their ability to help you better meet customer needs is directly related to how much their functionality can make your agents’ lives easier.
Need to maintain your SLAs (service level agreements)? Your agents need to be able to resolve customer queries more quickly and effectively first in order to pick up more calls. Want to have higher CSAT scores? Your agents need to be able to access information easily to answer tricky questions. At the end of the day, a good customer experience is only possible when you empower your agents.
When your agents get to focus on high-value conversations instead of repetitive tasks like call routing, their motivation—and performance—will go up. And if you need to set up new departments with hundreds or even thousands of agents? That’s only possible with cloud call center software or contact center software (it's much, much harder to do with hosted or on-premises solutions).
Using a contact center cloud will also help supervisors maintain consistent agent performance across teams and offices (and even time zones) because they're able to train new hires and coach agents virtually. This has the added benefit of boosting business continuity because you’ll have more consistently trained employees and options for spinning up new contact center teams if anything unexpected happens. No more worrying about providing your employees with equipment—all they need is a phone and they can get to work.
If your business has more than three or four customer support agents, or gets enough phone calls on a daily basis that it starts hindering other aspects of the business, then it’s a sign that you might need some kind of cloud contact center software—regardless of company size. A cloud contact center solution can save small businesses some serious cash, which they can invest into other resources.
Plus, it makes it easier for a small business to be more accessible to callers and customers with features like IVR and call routing, even if you can’t have agents at work at all hours.
