Differences Between Departments & Contact Centers
- 23 Feb 2024
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Differences Between Departments & Contact Centers
- Updated on 23 Feb 2024
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Article Summary
The content discusses the differences between Dialpad's Departments and Contact Centers. While both options allow for call distribution to a group of users, they have distinct features. Departments are suitable for starting a business, while Contact Centers offer advanced capabilities like call monitoring and analytics, making them more beneficial as companies scale and call volumes increase. The article also mentions the availability of Dialpad Ai in specific countries and highlights that an Ai Sales or Ai Contact Center license is required to create and manage a Call Center in Dialpad.
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Departments and Contact Centers may appear similar at first glance, however, they are actually quite different!
Both offer the ability to distribute calls to a group of users, but in brief, Departments are ideal for starting your business.
As your company scales, and call volumes grow, you'll benefit from the advanced capabilities of a Contact Center such as call monitoring and advanced analytics.
Let's take a look at the differences between Dialpad's Departments and Contact Centers.
Department vs. Contact Center overview
| SUMMARY | Departments | Contact Centers |
|---|---|---|
| Maximum Number of Seats Supervisors | Agents | Admins | Operators | 25 | 200 for Pro, 500 for Enterprise |
| Automated Response Menu | Yes | Yes |
| Fax Number | Yes | Yes |
| Send & Receive SMS (US/CA) | Yes | Yes |
| Hold Queue | Basic | Advanced |
| Custom Hold Music | Yes * Available on Pro & Enterprise plans only | Yes |
| Automatic Call Recording | Yes - Simple 'On or Off' controls * Available on Pro & Enterprise plans only | Yes - Granular controls |
| Manual Call Recording | Yes | No |
| Integrations with CRMs, etc. | Yes | Yes |
| Analytics | Basic | Advanced |
| Call Monitoring (Listen In, Barge, & Take Over) | Yes * User must have Admin-level permissions on an Ai Sales or Contact Center license | Yes |
| Live Call Transcripts (for Supervisor) | Yes * User must have Admin-level permissions on an Ai Sales or Contact Center license | Yes |
| Real-Time Dashboard | No | Yes |
| Alerts (queue size, etc.) | No | Yes |
| Customer Satisfaction (CSAT) Surveys | No | Yes |
| Call Dispositions | No | Yes |
| Wrap-Up Time | No | Yes |
| Agent Screen Capture | No | Yes |
Department vs. Contact Center call routing
| CALL ROUTING | Departments | Contact Centers |
|---|---|---|
| Longest Idle | Yes | Yes |
| Fixed Order | Yes | Yes |
| Round Robin | Yes | Yes |
| Simultaneous | Yes | No |
| Random Order | No | Yes |
| Skills-Based Routing | No | Yes |
| Call Waiting | Yes, when using Simultaneous | Yes, only when making outbound calls |
| Queue Priority | No | Yes |
Department vs. Contact Center hold queue
| HOLD QUEUE | Departments | Contact Centers |
|---|---|---|
| Hold Queue Limits | Yes | Yes |
| Delay Announcement | No | Yes |
| Out of Hours Queue | No | Yes |
| Unattended queue | No | Yes |
| Advise Caller Position in Queue | No | Yes |
| Allow Caller to Exit Queue to Voicemail | No | Yes |
| Allow Caller to Request a Callback | No | Yes |
Department vs. Contact Center Dialpad Ai
| Dialpad Ai (US/CA) | Departments | Contact Centers |
|---|---|---|
| Ai Call Summary | Yes | Yes |
| Speech Coaching | Yes | Yes |
| Real-Time Assist Cards | No | Yes |
| Live Call Sentiment | No | Yes |
* Dialpad Ai is only available in the US, Canada, Puerto Rico, Mexico, UK, AU and NZ.
Department vs. Contact Center analytics
| ANALYTICS | Departments | Contact Centers |
|---|---|---|
| Wait Time | No | Yes |
| Service Level | No | Yes |
| Customizable Short Abandon Threshold | No | Yes |
| Call Disposition Usage | No | Yes |
| CSAT Survey Results | No | Yes |
| Agent Status reports | No | Yes |
| Real-Time Dashboard | No | Yes |
Keep in mind that, in order to create and manage a Call Center in Dialpad, you'll need a Ai Sales or Ai Contact Center license.
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