Omnichannel for Multiple Contact Center

We’re on a mission to 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 Omnichannel for Multiple Contact Centers, one of our most highly requested features, is coming soon!

Who will this impact?

For businesses reaching out to customers beyond traditional phone calls, our latest Omnichannel solution integrates Webchat initially, with plans to incorporate SMS, Email and WhatsApp seamlessly into Dialpad.

What is changing and why?

Currently, all setup and administration of Omnichannel communications are managed through the existing Koopid integration. As part of our exciting launch, we're simplifying the setup and continuous management of Omnichannel communication, now it's all conveniently integrated into Dialpad. 

Integrating our Omnichannel communication into Dialpad doesn't just enable multiple digital Contact Centers — it also empowers businesses to take control of their communications by facilitating self-service creation and management.

How will this work?

Businesses will have the opportunity to establish various digital channels, such as Webchat and eventually tie these to SMS, Email, and WhatsApp. These channels will seamlessly integrate with digital Contact Centers, leveraging the features available throughout the Dialpad system like routing, expertise prioritization and more.

When will this be released?

This was released in November, 2024.