Working in a Digital Contact Center

Digital Engagement Supervisors can see  Omnichannel interactions in real-time, manage their agent's DND status, whisper to agents, take over a conversation, and more. Let's take a look at the details.  Who can use this feature D...

If your customers are reaching out to your business online, they’re probably doing it across many different channels. Live chat, chatbots, social media, emails… There seems to be no limit to all the different ways that customers can reach out to as...

Despite the many available communication channels, email engagement continues to be a proven success throughout many verticals. Dialpad’s end-to-end email channel connects to your email provider and allows for workflow automation,  skills-ba...

Messaging is one of the fastest-growing communication channels, allowing businesses to connect with customers, provide services, schedule appointments, complete purchases, and share information.  Apple Messages for Business lets you directly ...

Save time and energy by using WhatsApp to send messages in bulk from your Digital Contact Center. Agents can send up to 50 messages at once, with just one press of the send button. Each message is individually sent using your company's pre-approved ...

Digital Conversation History provides insight into every minute of your digital interactions and IVR workflows.  From the call history menus, you can: Track a user's experience through an IVR menu.  View conversations per channel type....