Contact Center Enhancements

We’re on a mission to completely transform how the world works together and our team works around the clock designing groundbreaking, truly unified products — all powered by the most advanced communications AI in the world!

We're always rolling out product updates containing feature improvements, and we're excited to announce that our newest set of enhancements for our Ai Contact Center will be available on November 19th, 2024.

Where will I see these changes?

The following new features and improvements will enhance the Dialpad app, providing users with a better calling and Contact Center experience.

• Transfer improvements

• Voicemail management

• Improved Contact Center management

• The ability to miss calls without going off-duty

• Auto Answer

• Bulk holiday updates

• Bulk backup for call recordings

Who will this impact?

These changes will be visible to Ai Contact Center and Ai Sales users.

What is changing and why?

Our goal is to enhance the efficiency and effectiveness of your Contact Center. That's why we're implementing a variety of new features that simplify call and status management for users and provide supervisors with better tools for monitoring agent performance.

We've packed this update with several major improvements, along with numerous behind-the-scenes enhancements. Let's dive into the most exciting details.

Improved Contact Center management

With the new Contact Center Management View, users will be able to easily access and manage their assigned Contact Centers in a single, streamlined location. We've created separate views for agents and supervisors, tailoring the information displayed to each role's specific needs. Supervisors will have access to tabs like ‘Monitor Voice’ and ‘Monitor Digital’, providing real-time insights into live interactions and agent performance across traditional and digital Contact Centers. The ‘My Contact Centers’ and ‘My Conversations’ tabs offer additional tools for managing individual Contact Centers and accessing conversation history.

Agents will also be able to quickly change their active state for individual Contact Centers from the left sidebar.

Not only that, but we’re also adding a new setting that gives agents an off-duty timer indicating how long they’ve been in that status. A convenient 'I’m available' button allows for a quick transition back to active status.

Transfer improvements

With our new and improved Contact Center call transfer functionality, your callers will experience a seamless transfer, and on the back end, you’ll find uninterrupted call recording, Ai features, dispositions, and analytics between agent-to-agent transfers. The new enhancements also include customizable fallback options for when agents miss or reject a call transfer, per-call-leg dispositions, and supervisor escalation for 'Off Duty' supervisors.

Voicemail management

Effective voicemail management is crucial for maintaining customer satisfaction and optimizing agent workflows. With our Voicemail Management feature, managers will be able to easily assign voicemails to specific agents (or themselves!), ensuring their customers receive timely and accurate responses.

Not only that, Agents, Supervisors, Operators, and Coaches will be able to leave notes when they resolve a voicemail, explaining why they resolved the voicemail, and what was discussed. You’ll also be able to filter your Inbox to quickly find voicemails by their resolution status (resolved/unresolved).

Miss calls without going off-duty

A popular request, our new Miss Call without Off Duty feature, provides supervisors more flexibility in managing their call queues. When enabled, agents will not automatically be set to an off-duty state if they miss a call.  This feature can be enabled at the Office, or individual Contact Center level.

Auto Answer

With Auto Answer, Dialpad will automatically answer incoming calls for Contact Center agents, eliminating the need for manual answering. Agents will hear an audible alert when a call is auto-answered.

This feature can be enabled or disabled at the individual Contact Center level and is supported only on our desktop and browser apps.

Bulk holiday updates

Bulk holiday updates simplify holiday management by letting you create and manage holidays at the Contact Center and Department level, eliminating the need to set up individual holiday schedules for each line.

If your company has multiple Contact Centers, you can conveniently manage holidays from the Global Contact Centers Settings.

When will this be released?

Soon! Many of these features are currently being tested by our early adopters, and the rest will be available to everyone in November 19, 2024.