Dialpad is an AI-powered customer intelligence platform that allows businesses to communicate with their customers on every channel. It is designed to help organizations uncover more insights about their customers and improve their engagement.

Dialpad's AI-powered features include AI Recap, which generates an AI-generated summary and next steps after every conversation. Dialpad's platform includes products for customer engagement, business communications, and an open ecosystem with integrations and APIs.

The customer engagement products include inbound and outbound sales and support, omnichannel customer engagement, and AI-enabled sales outreach. The business communications products include a business phone system, chat and SMS messaging, and free video conferencing.

Additionally, it provides an AI-powered workspace where businesses can call, message, and meet in one app. Dialpad's AI-powered Virtual Agent can assist in self-service tasks and help businesses gain CSAT across 100% of interactions.

Furthermore, Dialpad's AI-powered Customer Intelligence Platform offers real-time transcription, sentiment analysis, live coaching, predictive CSAT and more to improve team and customer conversations.

Dialpad has various solutions for small businesses and enterprises and can be used in several industries, such as education, healthcare, legal, and technology.

The tool has a demo, resources library, help center, app marketplace, and different plans and pricing options.

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Dialpad was manually vetted by our editorial team and was first featured on May 31st 2023.

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Most impacted jobs

Regional Sales Manager

Impact: 95%

Tasks: 1004

AIs: 8,876

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Pros and Cons

Pros

Summary of conversations

Integrations and APIs inclusion

Works across industries

Real-time transcription

Sentiment analysis feature

Predictive CSAT

Live coaching support

Virtual Assistant for self-service

Open ecosystem for integration

Inbound and outbound sales support

Omnichannel customer engagement

Business phone system

Chat and SMS messaging

Free video conferencing

Multiple platform options

Good for small businesses

Good for enterprises

Help center available

App marketplace

Demo and resources library

Various plans and pricing options

International support numbers

Supports customer engagement and business communications

Google and Microsoft Teams integrations

Supports multiple communication channels

Strong customer engagement

High customer satisfaction

Useful for sales and support

Robust phone system

Advanced video conferencing

Predictive customer satisfaction tools

Flexible pricing plans

Speedy product releases

Automatic feature updates

Robust analytics platform

Multiple language support

Accessibility from multiple devices

Free trial option

Customer stories and reviews

Community investment

Advanced customer intelligence

Non-stop product innovation

Cross-industry usability

Strong customer engagement

Cons

No desktop application

No multilingual support

Limited third-party integrations

No offline mode

Possibly expensive for small businesses

No transcription in different languages

No single-user plans

Uses only real-time analysis

Q&A

What is Dialpad?

Dialpad is an AI-powered customer intelligence platform designed for businesses. It allows organizations to communicate with their clients across multiple channels, providing insights that help improve customer engagement. The platform comprises products for customer engagement, business communications, and an open ecosystem with various integrations and APIs. Dialpad offers AI-powered features like AI Recap, real-time transcription, sentiment analysis, and a virtual agent. It provides solutions for small businesses and larger enterprises across many industries such as healthcare, education, and technology.

How does the AI Recap feature of Dialpad work?

AI Recap is a feature in Dialpad that generates a summary and suggested next steps after every conversation. This AI-powered tool uses machine learning algorithms to analyze the conversation's content, creating an easily digestible summary. The AI not only transcribes the dialogue but also picks up on crucial conversational cues, enabling users to follow up effectively on the discussion points.

In what ways can Dialpad's AI-powered features improve customer engagement?

Dialpad's AI-powered features improve customer engagement in several ways. Real-time transcription allows for an accurate record of customer interactions, while sentiment analysis helps gauge customer mood and sentiment. The Virtual Agent assists in self-service tasks, improving customer satisfaction (CSAT) across all interactions. Furthermore, live coaching and predictive CSAT functionality can enhance both the team and customer interactions. These features work together to improve understanding and response to customer needs and concerns, ultimately improving engagement and satisfaction.

Can you explain more about the functionalities of the Dialpad's Virtual Agent?

Dialpad's AI-powered Virtual Agent is designed to assist in performing self-service tasks, helping businesses improve customer satisfaction across all interactions. The Virtual Agent can interact with customers to help resolve queries, provide information and guide them through various processes. This not only improves customer service efficiency but also ensures consistency and accuracy in handling customer interactions.

How does the Dialpad platform handle outbound sales and support?

Dialpad handles outbound sales and support using its AI Sales feature. This AI-enabled outreach tool provides live coaching at every step of the sales process, offering real-time advice for sales representatives during customer interactions. It assists the sales team by providing insights and valuable suggestions on how to respond to customer queries or objections, and it can analyze past interactions to guide future conversations. This supported approach effectively improves customer engagement and the efficiency of a business's sales efforts.

What integrations and APIs are available with Dialpad?

Dialpad's open ecosystem provides various integrations and APIs that can be used to extend the platform's capabilities. While specific integrations and API details aren't detailed on their website, Dialpad is compatible with major platforms like Google and Microsoft Teams. This allows businesses to leverage the existing software infrastructure and streamline workflow across multiple tools to enhance productivity and user experience.

What are the benefits of the AI-powered workspace in Dialpad?

Dialpad's AI-powered workspace provides a unified platform where team members can call, message, and meet. This all-in-one functionality ensures seamless communication and collaboration among team members, regardless of their location. The AI features of the workspace such as real-time transcription and sentiment analysis add another layer of functionality by generating insights from conversations, offering live coaching, and predicting customer satisfaction. This intelligent combination of communication tools and AI analysis can significantly improve team collaboration and productivity.

Does Dialpad offer industry-specific solutions?

Yes, Dialpad offers industry-specific solutions catering to various sectors including education, healthcare, legal, technology, professional services, retail, and recruiting, among others. Each solution is tailored to meet the unique communication and customer engagement needs of these industries, enabling them to improve their customer interactions and productivity. The tailored solutions help businesses in these industries face their specific challenges with a higher degree of efficiency and intelligence.

What resources does Dialpad provide for learning how to use their platform?

Dialpad provides a variety of resources for learning how to use their platform. There is a resources library with informational content, a blog covering product updates and industry trends, customer stories illustrating real-world usage, and a help center featuring how-tos and troubleshooting guides. Dialpad also offers a demo to give potential users a firsthand experience of its functionalities.

What are Dialpad's pricing plans?

IDK

How does Dialpad ensure sentiment analysis for improving customer conversations?

Dialpad ensures sentiment analysis for improving customer conversations through its proprietary AI technology. This feature analyzes real-time and historical interactions, gauging the emotion, tone, and intent of the communication. It enables businesses to understand their customers better, gain insights into their needs and expectations, and refine their communication and service strategies accordingly. This cognitive analysis paves the way for more empathetic and effective customer conversations.

How can Dialpad help my business improve CSAT?

Dialpad improves Customer Satisfaction (CSAT) by leveraging AI capabilities. Its AI-powered Virtual Agent assists in customer service tasks, enhancing the efficiency and consistency of the service, which can lead to higher CSAT. Also, the AI's predictive CSAT feature can analyze past and real-time interactions to predict customer satisfaction levels, providing actionable insights to improve future interactions and overall customer satisfaction.

What benefits does Dialpad's AI-powered customer intelligence platform provide?

Dialpad's AI-powered Customer Intelligence Platform provides several benefits. With real-time transcription, businesses have accurate records of all customer interactions. The platform's sentiment analysis tools help understand customer emotions and motivations better. Live coaching feature assists sales and support teams in real-time during customer interactions, improving the effectiveness of these conversations. Predictive CSAT can analyze interactions to predict customer satisfaction and provide guided steps to improve it.

Does Dialpad offer a free trial version?

Yes, Dialpad does offer a free trial. Prospective users can try out the platform free of charge for 14-days, giving them ample opportunity to explore its features and evaluate how it fits their specific business needs.

What are some industries Dialpad is most useful for?

Dialpad is useful for several industries including, but not limited to, education, healthcare, legal, real estate, retail, technology, and automotive industries. Each industry can leverage Dialpad's AI-powered communication and customer intelligence tools to improve their internal communication, customer engagement, and overall productivity.

Can Dialpad be used for video conferencing?

Yes, Dialpad does offer AI-powered video conferencing as a part of its business communications product suite. These video meetings come with built-in transcriptions, allowing users to have a written record of their conversations which they can refer back to at any time. This feature enhances the efficiency and productivity of remote meetings by ensuring everyone is on the same page, even after the meeting ends.

How does Dialpad help in 'live coaching' for outbound sales?

Dialpad's AI Sales feature provides live coaching for outbound sales. It assists sales professionals during live customer interactions by suggesting how to respond to customer queries or objections. The AI uses its analysis of past interactions and current conversation context to provide these real-time coaching tips. This can improve the efficiency of outbound sales by giving the sales team the support and guidance they need during every step of the sales process.

Can you tell me more about Dialpad's customer engagement products?

Dialpad's customer engagement products include AI-powered customer engagement, AI Contact Center, AI Sales, Digital Messaging, Self Service AI virtual agents, and AI CSAT. These products work synergistically to enhance inbound and outbound sales and support, provide omnichannel customer engagement solutions, and enable AI-enabled sales outreach. Combined, they help businesses communicate more efficiently with their customers and streamline their customer service processes.

In what ways does Dialpad support omnichannel customer engagement?

With Dialpad, businesses can build an omnichannel customer engagement strategy by integrating various channels such as phone calls, messaging, web and social channels. The AI-enabled Dialpad platform ensures seamless interactions across these channels, providing a unified customer experience. Omnichannel interaction capabilities ensure that customers can reach out on the platform they are most comfortable with, elevating the customer satisfaction levels.

What is Dialpad's AI-enabled sales outreach?

Dialpad's AI-enabled sales outreach tool provides an intelligent way for businesses to target potential customers. This feature involves the strategic use of AI to analyze customer behavior and develop personalized outreach strategies based on these insights. It not only enhances the efficiency of the sales team but also helps improve the quality and success rate of the outreach endeavors by being more targeted and personalized.