What's New in Dialpad
    • 11 Jun 2024
    • 19 Minutes to read
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    What's New in Dialpad

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    Article summary

    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 updates containing new features and capabilities to ensure you get the most out of Dialpad. Let's take a look at the significant improvements we've made each month over the past two years.

    Take advantage of our latest additions by updating your desktop app, or visiting Dialpad's web portal.

    May 2024

    Bulk set holiday hours | Simplify your holiday management by adding holidays across multiple Departments with just a few clicks. 

    Ai CSAT scores for outbound calls | If you have the Ai CSAT add-on, you can now use it to automatically grade outbound calls. 

    Supervisor assignment for Digital Contact Centers | Supervisors and Contact Center Admins can now assign interactions to a specific agent or to handle themselves.

    Delete Action Items on Ai Recaps | You can now delete Action Items from your Ai Recap so you can focus on your most important to-dos.

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    April 2024

    April App Refresh | Seasons change, and so does Dialpad! Effortlessly stay connected with Siri Integration, allowing you to read messages and make calls hands-free. Express yourself more easily with enhanced emojiGIFs and stickers. Plus, searching through Dialpad just got simpler with the addition of keyword filters. And for Meetings, enjoy easy transition between devices and customize volume settings. Keep up with these improvements that are meant to take your conversation to the next level!

    Using Siri with Dialpad | Change your Dialpad status, read messages, and make calls without physically interacting with your device by using Siri with Dialpad! Perfect for the fast-paced lifestyles of busy executives and sales reps ensuring uninterrupted connectivity on the fly.

    Agent permissions in Voicemail Management | As part of our Early Adopter Program for Voicemail Management, we're excited to introduce a new feature! Voicemails can now be deleted by agents directly in the Contact Center, making Voicemail management simpler and enabling efficient communication .

    Custom customer context for Digital Engagement | An exciting improvement to our Digital Engagement experience — Custom customer context! While customers patiently await assistance in the hold queue, our system works behind the scenes, gathering relevant account details. This ensures that they experience a tailored interaction that's efficient and uniquely suited to their needs. 

    Salesforce CTI integration “Relate to” field | Access a new setting in Salesforce that requires agents to log cases as a mandatory step after completing a call using Salesforce CTI. This mandatory step ensures no customer concern slips through the cracks, guaranteeing a proactive and efficient resolution process. 

    Call disposition for calls switched to desk phones | We've enhanced the workflow for agents seamlessly transitioning from in-app calls to desk phones. Even after ending the call, they'll continue to receive a call disposition pop-up in the app, simplifying call disposition management for transferred calls.

    Post-call wrap-up  status | Introducing a new Wrap-up status to our in-app Contact Center agent status display. With this addition, you gain clear visibility into when agents enter the wrap-up state post-call. This ensures heightened transparency and facilitates smoother coordination within your team. 

    Digital agent quick replies | Boosting efficiency for digital agents! By leveraging pre-written responses to any email conversation, our digital agents can swiftly address frequently asked questions, saving valuable time and ensuring consistent, prompt customer support. 

    March 2024

    Ai Recaps | The next generation of Ai-powered summaries is here and available for all Dialpad users! Ai Recaps instantly summarize your calls and meetings, collecting valuable Ai insights and action items to keep your team on track and ensure your clients receive the service they deserve  — all created with Dialpad's proprietary generative Ai, Dialpad GPT.

    DND renamed to Active for shared lines | We’ve renamed the shared line DND toggle to Active. When the Active state is enabled, it means the agent is actively participating in that department or Contact Center and if they're available, they can receive calls and as well as interactions from the Hold Queue.

    Global Contact Center Settings | We've added a new Global Contact Center Settings page where you can set preferences that apply to all or some Contact Centers in your office.

    New agent availability settings | We've added new agent availability settings that let you determine what type of calls agents can receive if they are already on a call or in a meeting. This lets you choose when you want your agents to be set as off-duty and if you want to prioritize Contact Center calls over all other calls.

    Office-specific reserve pool numbers | Maintain number consistency and prevent cross-office auto-assignment by using Dialpad's new office-specific reserve pool setting. When enabled, reserved numbers can only be used for users and devices within the same office.

    Support codes in Settings | As part of our enhanced security protocols, you might find yourself being asked to provide a Support Code when talking to Dialpad's Customer Support Team. Support Codes can be generated from Your Settings, or sent from the Support Agent. This helps us prevent account breaches and keeps your account safe.

    February 2024

    Meetings Widget for Android | Stay ahead of your schedule with Dialpad’s Meetings Widget, now available on the Android Dialpad app! This innovative widget lets you view and join your daily meetings directly from your home screen. Hold and adjust the widget to your preferred size so you can view all your meetings for the day

    Share a conversation | Easily share links to messages and conversations among your colleagues.  You can send a link to share a message or an entire thread to add context, or key information to another conversation.

    Link previews | Want to give your colleagues a little sneak peek of a website when you send a link? Dialpad now offers website previews when sharing external links.  

    New Contact Center Availability Settings | Contact Center admins can now enable or disable the agents' ability to set themselves as unavailable in their contact center. This is particularly useful if you don't want your agents to go off-duty during a shift. 

    January 2024

    IVR Workflow templates | Quick start the creation of your IVR Workflow using one of our three templates. Customize the template with your own prompts, menus, logic, and  steps to quickly create IVR Workflows tailored for your exact business needs. 

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    Digital Experience improvements | We've added a new compose bar, conversation panel, and right-side panel for the digital agent's view. These updates are not only cosmetic, they also include exciting new functionality for Admins and Agents, such as a new Sessions History tab and insights into past conversations and interactions.

    Meeting Widgets | Stay organized with the new Dialpad Meetings widget! With three different size options, the widgets display current and upcoming meetings for the present day. Currently, widgets are only available on iOS, but they're coming to Android shortly. 

    December 2023

    Ai Agent Assist | We're thrilled to announce Ai Agent Assist, the next-generation virtual assistant for contact center agents that puts knowledge at their fingertips. Ai Agent Assist delivers on-demand, natural answers to agent questions so they can offer faster, more effective service. This translates into shorter resolution times, more productive agents, and improved customer satisfaction.

    SMS delivery errors | We've added SMS delivery error categories, letting you know potential reasons your message did not reach it's intended destination.

    Edit and reconnect IVR workflow steps | Easily edit and modify your workflows by disconnecting and reconnecting portions of your IVR workflow.

    Office identification for Reserve numbers | Your reserved number section now shows the specific office that the reserved number was associated with.

    November 2023

    Ai Playbooks in Dialpad Meetings | SDRs live on the phone, but most of the sales process occurs in video meetings. Sellers can now access custom playbooks on Dialpad Ai Meetings to guide them through best practices on demos, discovery calls, or late-stage negotiations held via video call.

    Dialpad + Microsoft Teams with License-Free Routing | Previously only available to our Early Adopters, the Dialpad License-Free Routing option with Microsoft Teams is now available to everyone! This integration allows users to bring all the power of Dialpad directly into Microsoft Teams without the Teams Phone license. Accesslate-stage SMS, Ai Transcription, Call Recording, and more to enhance your experience with Dialpad in Teams.

    Dialpad Screen Recording for ChromeOS | We've added Dialpad screenrecording for ChromeOS to ensure your agents deliver effective support, enhancing your coaching & training opportunties.

    Advanced missed call routing for coaching teams | We've added a new call routing setting for Coaching Teams. Advanced Missed Call Routing ensures missed call routing is standardized throughout the Coaching Team, meaning the Trainee's personal routing preferences are not considered.

    Duplicate a Coaching Team | Save time when creating a new Coaching Team by duplicating an existing Coaching Team! Our new Duplicate feature means that custom settings (think Ai and call routing and coaches) will be applied to your new Coaching Team.

    October 2023

    Custom Ai Playbooks | Ai Playbooks leverage Dialpad’s incredible Ai to ensure sales reps adhere to prescribed sales behaviors on live calls. We know that no two teams are unique, and so we've added the ability to create your own custom Ai Playbook! Custom Ai Playbooks allows users to create customized playbooks based on sales and recruiting scenarios. Not only that, it provides real-time guidance on customer calls, Ai generated summarization, and valuable analytics, to enhance and streamline processes.

    SMS delivery receipts analytics | We've added delivery receipts analytics for your SMS direct messages, allowing you to see the number of messages that were successfully sent, delivered, or failed. Easily view these stats on the Texts tab under your office's analytics. 

    New extension options | We know how much you love options, and so we've added more flexibility for extension dialing. Now, you can have a 4,5 or 6-digit extension for your users or shared lines.

    WebHID for Dialpad App | Dialpad's WebHID integration is now available for the Dialpad desktop app! Easily add headsets right from your Hardware Settings menu. Control calls straight from your WebHID-compliant headset!

    Custom Customer Context | Want to see customer details (think account number, recent communication) during live interactions? This was previously only possible if you were using a CRM integration, but now, with Dialpad's Custom Customer Context, we can display your most important client records as a call rings, and keep it accessible through the duration of the call, ensuring customers avoid repeating information, and agents can better handle their specific needs, resulting in improved overall customer satisfaction and a more efficient interaction.

    Mainline caller ID for Outbound Call to IVR APIs | Customize your caller ID for outbound calls to connect customers to IVRs via Public API.

    IVR Workflows Media Management | We've added a media management section to IVR Workflows! Here, you can manage all your IVR media files, uploaded or recorded, that are used in your IVR Workflows along with delete and copy functions.

    September 2023

    Ai-Powered Personal Identifiable Information (PII) Redaction | Adding another element to Dialpad’s robust privacy and security practices, Dialpad's newest Early Adopter Program, PII redaction, automatically redacts PII from call and meeting transcripts in real-time, keeping customer data secure. 

    Download Screen Recording | When a Coaching Team has a Dialpad Meeting, users can now download both the video and the audio! 

    Call Quality in Call Review We know how important call quality is and our team has worked hard to add a Quality section to your call review. Here you'll find information on key quality indicators such as jitter, packet loss, bitrate, and latency.

    August 2023

    Dark Mode | You talked, we listened! We're thrilled to be able to offer Dialpad in a smooth and elegant Dark Mode. Easily switch between Light and Dark Mode, or set it to change automatically based on your system preferences. 

    Improved Call Controls | With our new active call design, calls no longer take over the entire main app view.

    Instead, essential information and controls are now conveniently located in a sleek bottom bar, ensuring easy access to crucial details.

    Channel Threading | We have added threading functionality to Channels, allowing you to engage in focused sub-conversations with select team members without cluttering up the main channel feed. 

    You'll also see the new Threads section on the left-hand app sidebar where you can easily view all of your threads, reply to the thread, mark a new message as read, or jump directly to the thread.

    July 2023

    Ai Playbooks | Continuing our 12 Months of Ai, we've released Ai Playbooks to Early Adopters! 

    With Dialpad's Ai Playbooks, coaches and supervisors can track rep adherence to sales methodologies like BANT, SPIN, and SPICED 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).


    Mark as Read in Sidebar | We've added the ability to mark a full left bar section as read without needing to click into a menu. Hover over the section, and click the double-checkmark to mark all messages in the section as read. 

    June 2023

    Ai Coaching Hub | Ai Coaching Hub, is now live for Early Adopters! Coaching Hub gives you total visibility into your team’s performance and provides a concise, objective overview of multiple Departments, Coaching Teams, and Contact Centers.  The Coaching Hub leaderboard provides actionable analytics, making it quick and easy to identify which teams and agents need additional support. Agents and groups can be compared quickly and easily, and identify the efficacy of scorecards over time.


    Ai Recap on Demand | We've added on-demand functionality for Ai Recaps! Users in the Ai Recap Early Adopter Program will now see a 'Generate Ai recap' button in the Web Call History and in the conversation panel. 

    New In-Queue Callback Setting | We added a brand new setting that allows Agents to be called first before reaching out to a customer that requested a callback.


    Agents will see the incoming call notification indicating it is a Callback request and when they answer the call they'll hear “Connecting you to someone who requested a callback”

    May 2023

    Ai Scorecards EAP | Our newest feature, Ai Scorecards, is now live for Early Adopters! Ai Scorecards adds an Ai component to our QA Scorecards feature, giving you an objective, efficient, and complete view of your Team’s performance. Every call is graded by Dialpad Ai, removing the need for managers to spend hours a week manually reviewing calls or shadowing agents. Easily create new scorecards with prebuilt, templated questions, or create your own re-usable templates for additional evaluation criteria.

     

    New Names | As Dialpad continues to evolve and grow, we've updated our product names and SKUs to reflect our product offerings and vision for the future. You'll notice updated licenses and SKU names in the Billing and User section of the Admin Portal, however, nothing is changing in terms of pricing or features.

    • Dialpad Talk ➡ Dialpad Ai Voice 
    • Dialpad Contact Center ➡ Dialpad Ai Contact Center 
    • Dialpad Meetings ➡ Dialpad Ai Meetings 
    • Dialpad Sell ➡ Dialpad Ai Sales 

    New Conversation View Setting | We added a new setting that allows you to choose whether or not you want the Contact's conversation view open automatically when you answer a call from that contact. You'll find this in Your Settings, the feature can be enabled for inbound calls to your personal number, to your group (Department) lines, or both.

    April 2023

    Ai Recap Early Adopter Program | We've harnessed the power of generative Ai and paired it with Dialpad’s native Ai to create Ai Recap, a highly accurate, conversational summary of each Ai-enabled call or meeting. Ai Recap provides you with a clear four-sentence synopsis of every conversation, including call details, speakers, and general discussion topics. Not only that, your recap includes call purpose categories, outcomes, and action items, ensuring that your Agents and colleagues follow up on every lead and next-step task. 


    New Call Purpose Categories | We've added 8 more Call Purpose Categories to help you identify the topic of your Agent's live calls.

    March 2023

    Copper CRM Integration | Dialpad's new integration with Copper CRM allows you to connect with your Copper CRM to create leads, match contacts, log calls, click-to-call from within Copper, and access Dialpad's Custom Moments, RTAs, and transcripts. 

    ServiceNow Integration | Never miss an opportunity with Dialpad's brand-new native ServiceNow integration. Our ServiceNow Integration is designed for your Contact centers and Coaching Teams, allowing connected Users to create records and tickets, as well as log calls and notes. 

    Web HID | Dialpad’s new WebHID integration allows Users to control their calls without using Headset vendor-specific applications. This means any WebHID-supported device will work seamlessly with the Dialpad application, and call control events such as answer, hangup, volume, and mute control will be synchronized!

    Ai for Puerto Rico | All of Dialpad's incredible Ai features are now available to Users with Puerto Rican offices!

    Coaches Permissions Update | Coaches can now delete recordings from the Recording Tab for the Coaching Teams they are managing.

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    February 2023

    Microsoft Dynamics 365 Integration | Never miss a sales opportunity with Dialpad's brand new native Microsoft Dynamics integration. You'll be able to increase productivity by auto-logging calls and easily keep tabs on your prospects and customers.

    Agent Global DND Behavior Change | When a Contact Center Agent is on-duty and they turn their Global DND on, it now prevents them from getting any inbound direct calls, Mainline and Department calls, but they will still continue to receive Contact Center calls.  This is helpful for customers who wish to keep their Agents focused on Contact Center calls.

    Personal Working Hours Behavior Change |  Personal Working Hours now only impacts routing rules for your assigned Departments and Mainline, and not Contact Centers. 

    Yealink Call Parking | Our advanced Yealink features now include call parking

    January 2023

    Improved Coaching Teams Call Summary | Your Call Summary view now includes Dialpad Meetings for Coaching Teams! Coaches are now able to access the audio and video of their Trainee's meetings

    QA Scorecards Improvement | Dialpad Meetings are now included in QA Scorecards, allowing you to grade all of your Agent's interactions. 

    Clickable Status Links | When you enter a hyperlink as your Custom Status, it is now clickable from within the Dialpad app!

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    Salesforce Omnichannel Improvement | Presence icons and statuses now link between Dialpad and Salesforce Omnichannel. Not only that, but you can add your own Salesforce Service Channels!

    Personal Working Hours Improvement | We've updated the Personal Working Hours settings so that when it is outside of your working hours, you won't receive any message notifications (previously,  only calls were blocked).

    December 2022

    Whisper for Digital Engagement Supervisors | Contact Center Supervisors using Digital Channels can now Whisper to their agents, providing them with invaluable tips to guide them through difficult situations. 

    Take Over for Digital Engagement Supervisors | Contact Center Supervisors using Digital Channels can now Take Over an Agent's conversation if they feel it is headed in an undesirable direction. 

    Wireless Screenshare with Room Solutions | Designed for hybrid collaboration, Room Solutions allows Users to walk into a Dialpad Meetings For Rooms equipped conference room and seamlessly shift their meeting from a laptop, or mobile, to the big screen (ie your room TV) with just one simple click.

    November 2022

    Contact Center Administrator Settings | We've added a Contact Center Administrator Settings feature that enables Contact Center Admins and Supervisors to change their Agents' global status from within the Individual Contact Centers view.

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    Live Meeting View for Coaches | Coaches now have the ability to view their Trainee's live transcript and join the meeting when on a Dialpad Meeting.

    Call Purpose Categories | Dialpad’s Ai automatically detects a call’s purpose, allocates a category and tags it for you. Call Purpose Categories adapt with the call, and allow Supervisors and Admins to keep their finger on the pulse of the call at all times. 

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    Monitor All Contact Centers Agent Tab Improvements | Contact Center Admins with Office Admin capabilities can now see the full list of all Contact Centers an agent is assigned and manage their DND status for multiple Contact Centers. 

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    Not only that, but they can filter by all, or some, agent statuses and even change an agent's global status, including Off Duty, Available, and customized Off Duty statuses.

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    October 2022

    Screen recording in Call Summary Views | Screen recordings can now be accessed in call summary views, providing enhanced QA Scorecard functionality. Graders can now watch the agent screen and listen to audio while grading a call.

    September 2022

    Edit Messages | Typos are a thing of the past - you can now edit 1:1 and group messages that you’ve previously sent in Dialpad

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    Emoji Reactions | Add humor and delight to your messaging conversations. We've added emoji reaction capabilities to Dialpad Messaging.

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    Updating users’ email addresses | Need to change a users’ email address?  Now Admins can easily update users’ email addresses within the Users settings.

    Self-serve Retention Policies | We’ve updated our Self-serve retention policies so that Admins can update and determine how long companies retain Dialpad data, all the way down to the user level, without having to create tickets or contact customer service to make the change.

    August 2022

    Dialpad Ai in Spanish | We expanded our Ai powers to more languages and now offer Dialpad Ai in Spanish! Leverage call transcriptions, real-time assist cards, custom moments, and recordings to enable better productivity and increase customer satisfaction.

    Analytics Definition Change | We've updated our analytics definitions to give you an even more granular view of your team's data. Be sure to read this Help Center article for the full details.

    New Call Dispositions | Admins are able to now create distinct inbound and outbound disposition lists for their agents to select based on the customer call direction. Not only that, Admins are now able to create Hierarchical > Category: Sub-Category disposition lists to get even more granular with their data and agent performance. 

    July 2022

    Dialpad Voice Intelligence is now Dialpad Ai | With built-in speech recognition and natural language processing, Dialpad Ai delivers insights and automates workflows across employee and customer experiences. You'll now see our beautiful Ai logo where you previously saw the Vi logo. 

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    Duplicate a Contact Center | Dialpad now provides the ability to duplicate an existing Contact Center.  Take an existing Contact Center and duplicate it with the same parameters, to create a brand new Contact Center.

    Ai CSAT | We've made our Ai CSAT even more accurate by allowing calls to be rated on a scale of 1 to 5; no longer just 1 or 5! This improves accuracy, especially for low CSATs (1), which is a massive help in identifying coaching opportunities & customers in the healthcare vertical.

    June 2022

    Copper CRM Integration | We've launched a fantastic Copper CRM integration for select users in our Early Adopter program. Dialpad's Copper Integration is designed for your contact centers and coaching teams, allowing you to connect to the Copper CRM to create leads, match contacts, and log your calls, recordings, and transcripts. 

    MS Teams Integration | We've launched a delightful MS Teams integration to select users who have joined the Early Adopter program. The new MS Teams integration enables external calling without requiring the ‘phone system’ license from Microsoft.

    May 2022

    QA Scorecards | We've launched the QA Scorecard add-on, allowing you to evaluate and improve the quality of your agent's calls with an objective grading tool that is completely customizable and comes hand-in-hand with unique analytics. Grades can be shared in real-time, or scheduled for a later and we offer multiple methods to share score cards with your agents, based on your team's individual needs. Scorecards can be used on previously recorded calls and allow you to easily identify trends and coaching opportunities by effectively running analytics on your teams, agents, and even on scorecards. 

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    Dialpad Business Intelligence (BI) | Dialpad BI has been released to our Early Access participants and gives you the power of a full-featured business intelligence tool directly on top of your Dialpad data, allowing you to get granular with the information you need to succeed. Use our optimized report templates, or create your own, and drill into specific moments with unique metrics, visualizations, and analyses. It's your data, your way — Dialpad BI makes it easy to find, analyze and share the information you want, whenever you want.

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