What's New in Dialpad

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We're always rolling out updates that contain new features and capabilities to ensure customers get the most of Dialpad.

Update your desktop app, or visit Dialpad's web portal to take advantage of the latest additions. You'll also discover some bug fixes to improve reliability. Dialpad's desktop app and web portal are made to live at the center of your business communications.

Let's take a look at the major improvements made to our business communications platform every month.

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. edit_your_message.png

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

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's 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 call center | Dialpad now provides the ability to duplicate an existing Call Center.  Take an existing Call Center and duplicate it with the same parameters, to create a brand new call 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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April 2022

Contact Center Improvements | We've been busy improving your Contact Center experience. This month, we added an increased post-call wrap-up time, the addition of Ai CSAT in your Call History for greater coaching opportunities, and a higher Service Level Alert Maximum

March 2022

Digital Engagement | We launched our Ai-powered Digital Experience, giving you true omnichannel support. Drive smarter, personalized, customer experiences across any digital channel, from one unified screen. Easily engage, share information, and respond to questions using the messaging service/channel platform of your client's choice, and take charge of your team with actionable insights.

Dialpad Self Service | We also launched Dialpad Self Service, your no-code Virtual Assistant that allows you to support customers 24/7 with zero wait times, customizable workflows, granular analytics, and, of course, our proprietary conversational Ai. Dialpad’s chatbot can pull from multiple unstructured sources of information, including not only knowledge bases, but also past conversations, PDF documents, and more.

Salesforce Integrations | We've made some major improvements to our Salesforce integration that includes a new interface for the Salesforce integration settings, Dialpad contact matching with Salesforce records, CTI settings control for Dialpad company and Office Admins, and an improved workflow to log calls to cases and opportunities in Salesforce.   

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February 2022

Channel System Feed Messages | System-generated messages alerting when Users are leaving or joining the channel or the description is updated. This provides visibility to all channel members as to how others are joining or leaving to ensure messages are going to the right people. 

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January 2022

Descriptions for Departments and Call Centers | You can now add a description of your Call Center or Departments when you create a new one. 

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December 2021

Contact Center updates | You can now see the label associated with the Geo Router DID in the call notification window... 

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...and remove the Supervisor Listen feature at the Contact Center level.

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Stir/Shaken attestation indicator on incoming calls | You can now see a simple “checkmark” indicator on incoming calls and call records for calls made from fully attested numbers.

November 2021

Integrating Dialpad Meetings in the Dialpad app | Your Dialpad Meetings history is now available as a dedicated inbound tab in the Dialpad app. Also, you can search keywords in the Dialpad app and see Meetings where that phrase or keyword was transcribed (Vi must be turned on first). pasted_image_0.png

Integrating Zoho CRM with Dialpad | Dialpad contacts can now be matched with Zoho/Account/Contact/Lead/Vendor information. The integration will also log calls and create new contacts/leads for calls from unknown numbers. 

October 2021

Improved Call Routing for ‘transfer loop’ scenarios | Transfer loops can now occur in cases where a caller is manually transferred or when the caller has explicitly requested for their call to loop back to a prior menu or department/call center.  

Toggling 'Do Not Disturb' status | Agents can now toggle their 'Do Not Disturb' status on and off. 

Opting in and out of text messages | Added the ability for recipients of SMS messages top opt-out, opt-back in, and get basic support information. 

September 2021

Block a Contact | Block a contact from their top-level contact details

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August 2021

IVR Language | Use a group’s International IVR language for voicemail transcription instead of office language

July 2021

Miro Integration | Create whiteboards within meetings and calls

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June 2021

Analyze more call centers | Select multiple call centers for concurrent call tabs

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May 2021

Create executive/assistant pairings across offices | Users can set up pairings for easy communications

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April 2021

Share Call Highlights In-App | Easily share Call Highlights from a conversation thread

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March 2021

'Swear Word' Moment | See any time profanity was said during a call

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February 2021

User Status & Presence Linked | Presence changes automatically to correlate with changes to status when using presets

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Call Highlights | Displayed in-app and includes action items, the purpose of the call, and a snippet of the transcript

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Updated In-App Left Bar | Redesigned left bar includes the ability to reorder sections, jump-to-read badges, and refined presence indicators and avatars

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January 2021

Screen Pop | Automatically launch a CRM platform's matching customer record in another window as soon as the call starts ringing

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Salesforce Sandbox Instance Support | Test Salesforce integration features in a sandbox environment

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'Average Handle Time' Metric | Call Center analytics now include 'average handle time' for measuring the Agent time required to handle each call

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Limit Call Review Access to Team Members Only | Share a call review limiting access to team members who are logged in

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Saved Search Templates | Build a new Saved Search from predefined templates as-is or customized in the Analytics and Call History menus

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December 2020

Launch Call History from Call Totals | Select the call totals in the Analytics menu to open the Call History menu and that subset of calls

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Saved Search | Easily return to specific filters in the Analytics menu and the Call History menu by saving them for later

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One Click to View Calls Matching Filters | Transfer from the Analytics menu to the Call History menu to view calls matching filters and investigate call data further

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'Agent Status' Metric at Office Level | Analyze 'Agent Status' at the Office level for a complete overview of Agents' time as they're often assigned to multiple Call Centers

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Prevent Users, Operators, & Agents from Deleting Data | Setting to prevent users from deleting call-related data; can also apply to Operators in a Department and Agents in a Call Center

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November 2020

Dialpad Talk | Call Setup Time Visual Cue | Make a call to see 'Connecting' and 'Ringing' visual cues indicating the status

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Web Portal | Unique URLs for Personal Settings' Sections | Easily access specific sections in your Dialpad profile's personal settings using unique URLs

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Dialpad Talk | 'All' Tab in User Inbox | Use the 'All' tab in your inbox to quickly access past conversations

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Analytics | Call History Menu | 'Calls List' is renamed to 'Call History' and appears in the left sidebar of the web portal

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October 2020

Voice Intelligence | New Templates for Custom Moments & Real-Time Assist Cards | Use custom moments and real-time assist cards in a Call Center to improve coaching and quality assurance

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Call Features | Call Handling Options | Turn off call waiting and instead send an incoming call to a busy signal or straight to an advanced routing option

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Dialpad Contact Center | Chart Concurrent Calls | Understand how many calls are in progress at any one time, and use this to forecast Agent schedules and prepare for simultaneous calls in the future

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Dialpad Contact Center | Heatmaps | Use a heatmap to display call volume and hold time

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Voice Intelligence | Tooltips for Moments in Call Review | Use tooltips to understand why each moment was triggered during a call

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Dialpad Talk | 'Dial By Name Directory - Company | Set call routing rules for Departments and Call Centers that allow customers to dial by name across the entire company

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September 2020

Dialpad Talk, Sell, & Contact Center | Scheduled Reports | Create scheduled reports that are delivered to your email address automatically

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Voice Intelligence | @Mentions | Use @mentions in any call review to bring attention to key parts of a call

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Dialpad Talk | Operators & Agents Using Secondary Numbers | Department Operators and Call Center Agents can use secondary numbers from the Dialpad app

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Dialpad Talk | Dialpad Meetings Settings in Web Portal | Settings for a linked Dialpad Meetings account appear in the Dialpad web portal for easy adjustment

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Dialpad Contact Center | Updates to Wait Time & Service Level Calculations | Wait Time and Service Level now measure a call once greetings and menus are finished rather than from the moment the call started

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Dialpad Talk, Sell, & Contact Center | Pronouns | Add pronouns to user profile to inform others how you prefer to be identified

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August 2020

Dialpad Talk, Sell, & Contact Center | Split Business Hours | Set up to four unique periods of availability per day for Main Lines, Departments, Call Centers, and Personal Working Hours

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Dialpad Talk, Sell, & Contact Center | Zoom Integration | Meetings taking place in Zoom launch with just one click from Dialpad

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Dialpad Contact Center | Disable Call Center Availability Status Changes | Call Center availability status is disabled when an Agent is being rung or on an active call

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Dialpad Talk, Sell, & Contact Center | Salesforce Custom Objects | Log calls taken using Dialpad's desktop app against custom object records in Salesforce

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Dialpad Talk | Post-Dial DTMF Strings | Enables users who consistently call into the same conference to append a PIN or ID to the callout number so they're easily added to the conference

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Dialpad Sell & Contact Center | Wallboard | Customize your wallboard to display information, such as number of calls on hold and average wait time, from Call Centers in your organization

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July 2020

Dialpad Sell & Contact Center | Custom Moments (Voice Intelligence) | Custom moments let you track things that are specifically important to your and your team

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Dialpad Sell & Contact Center | Support for English (United Kingdom) IVR Recordings | Set Interactive Voice Response (IVR) recordings to English (United Kingdom) for Users, Main Lines, Departments, and Call Centers

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Dialpad Sell & Contact Center | Grant Agents Access to Call Recordings | New setting allows for agents to be granted access to call center recordings

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Dialpad Talk | Help Center Search | Search the Help Center for resourceful articles from your Dialpad settings

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June 2020

Dialpad Talk | Integration with Clio Manage | Law firms can use the Clio manage integration with Dialpad to connect with clients all from a single platform, no matter the device

 

Voice Intelligence | Settings Update | To increase the visibility of Voice Intelligence capabilities and to improve understanding of Vi, we've made several changes to the Vi settings and in-app user experience

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Dialpad Talk | Contact Labels | Contact labels let users apply custom labels to personal and department contacts, organizing contacts, and enhancing the ability to search for them

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Dialpad Sell | Dialpad Powerdialer in Salesforce | Use the Dialpad Powerdialer in Salesforce to create customized lists and allow representatives to automatically call through them without bringing up each record

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Dialpad Sell & Contact Center | Dialpad in Salesforce Omni-Channel | Salesforce Omni-Channel updates an agent's status when on a call in Dialpad

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May 2020

Dialpad Talk | Voice Intelligence | New and improved Vi Call Summary experience

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Dialpad Talk | Analytics | Calls List and Analytics are now split into two different tabs for easier navigating

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Dialpad Talk | Company Admins | Company Admins now have the ability to Proxy into their user's accounts and access their settings

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Dialpad Sell | Coaching Center | Introducing the new Coaching Center for Dialpad Sell

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April 2020

Dialpad Talk | App Settings | On a conference call and your Dialpad notifications distracting you? No problem! You can now disable new message notification sounds when on a UC

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Dialpad Talk | Show Email in Forward Message Dropdown | When forwarding messages, images, and voicemails, the dropdown will now show contact email address as well so you know exactly where it's going

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Dialpad Sell | Local Presence | Local Presence, aka "Dynamic Caller ID" or "Local Caller ID" or "Local Dial" selects a matching phone number to call from, based on the area code of the person you're calling to. With local presence dialing, sales managers can assign a bundle of area codes to their reps’ call center to match the numbers of the prospects their teams are calling into.

Screen_Shot_2020-04-03_at_3.28.42_PM.pngClick here to learn more about it!

Click here to see the demo!

March 2020

Dialpad Sell & Support | Agent Screen Capture | We’ve added a new feature to record your agent’s screen once their call connects. The screen recording will be stored inside your Dialpad analytics call history tab and tied to your Voice Intelligence call transcription—which means you can easily toggle between what your agent said and what steps they actually took, giving managers the full picture of how and where they can offer up some tips for next time.

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Click here to learn more about it!

 

Analytics | Multi-Target Search | Managers have the capabilities to expand their search results to pull data on more than one user or group like a coaching group or call center.

Click the links below to learn more about it!

 

Mobile Android | Call Summary | You can now view your Vi call summaries in the Android Dialpad app.Screen_Shot_2020-04-02_at_2.15.00_PM.png

Dialpad Support |  Allow Agent to access Dashboard |  Admins can now grant Support agents access to the dashboard (and all the metrics that live inside it) for every call center they’ve been assigned.

Voice Intelligence | New Moments & Improved Action Items

We've added three new moments to your call Vi summaries to help you remember important Dates (June 21), Times (4:00 PM), and mentions of major currencies ($200).

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Got a due date on an action item? Now you can see it called out in your transcriptions and highlighted moments, making it easier than ever to hit your deadlines

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Dialpad Sell & Support | Weekly Summary & Metrics | Call Center admins will now automatically receive an emailed summary with key call metrics from the previous week 📈 More info

 

Desktop App | Emoji Picker | Emojis are now available in the message bar!

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February 2020

Call Center and Department Admins | Clarified in the UI when an Office Admin is added to a Call Center/Department. Previously it would display that they are an Admin even though they were only an Office Admin but not made an Admin of that Call Center/Department - so they didn’t actually have Call Center/Department admin rights. We’ve improved this by identifying them more accurately as “Office Administrator” and Admins of that Call Center/Department can know when they need to provide admin rights to that shared line.

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Users who are set to login with Google or O365 now receive an email directing them to login with their productivity suite if they attempt to reset their password through https://dialpad.com/forgotpassword

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Executive Assistant permissions expanded for Dialpad Talk and Dialpad Sell Pro and Enterprise Plan users. Executives now have the option to prevent access to their Transcripts, Voicemails, and/or Recordings.

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