Departments and Call Centers may appear similar at first glance as both offer the ability to distribute calls to a group of users; however, there are also significant differences.
In short, Departments are ideal starting. As call volumes grow, you'll probably 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.
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 | 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 | 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 |
VOICE INTELLIGENCE (US/CA) | Departments | Call Centers |
Vi 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.