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 |
| Analytics |
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
| 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.