Differences Between Departments & Call Centers

Departments and Call Centers may appear similar at first glance, however, there are actually significant differences!

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 Call Center such as call monitoring and advanced analytics.

Let's take a look at the differences between Departments and Call Centers in Dialpad.

Department vs. Call Center Overview

SUMMARY Departments Call Centers
Maximum Number of Operators/Agents 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 - Pro & Enterprise only Yes
Call Recording Yes - On or off Yes - Granular controls
Integrations with CRMs, etc. Yes Yes
Basic Advanced
Call Monitoring (Listen In, Barge, & Take Over) Yes - User must, however, have Admin-level permissions through a Dialpad Sell or Contact Center license Yes
Live Call Transcripts (for Supervisor) Yes - User must, however, have Admin-level permissions through a Dialpad Sell 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

Call Routing

CALL ROUTING Departments Call 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

Hold Queue

 HOLD QUEUE Departments Call 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

Dialpad Ai (US/CA)

Dialpad Ai (US/CA) Departments Call Centers
Ai Call Summary  Yes Yes
Speech Coaching (e.g. talking too fast) Yes Yes
Real-Time Assist Cards No Yes
Live Call Sentiment No Yes


ANALYTICS Departments Call 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 Dialpad Sell or Dialpad Center license.

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