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.