Departments and Call Centers may appear similar at first glance; they both offer the ability to distribute calls to a group of users. But there are also significant differences that we explain below. In short, Departments are ideal to get started, but as call volumes grow you will probably benefits from the advanced capabilities of a Call Center that includes things like call monitoring and advanced analytics.
| SUMMARY | Departments | Call Centers |
|---|---|---|
| Maximum number of operators/agents | 25 | 200 for Pro, 500 for Ent. |
| Automated Response Menu | Yes | Yes |
| Fax number | Yes | Yes |
| Send and receive SMS (US/CA) | Yes | Yes |
| Hold Queue | Basic | Advanced |
| Custom Hold Music | Yes. Pro & Ent. only | Yes |
| Call Recording | Yes. On or Off. | Yes. Granular Controls. |
| Integrations with CRMs, etc. | Yes | Yes |
| Analytics |
Basic | Advanced |
| Call Monitoring (listen & barge) | No | Yes |
| Live Call Transcripts (for supervisor) | No | Yes |
| Real Time Dashboards | No | Yes |
| Alerts (queue size, etc) | No | Yes |
| Customer Satisfaction 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 |
| Set 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 |
| Call Transcripts | Yes | Yes |
| Speech Coaching (e.g. talking too fast) | Yes | Yes |
| LiveCoach Recommendations | No | Yes |
| Live Call Sentiment | No | Yes |
| ANALYTICS | Departments | Call Centers |
| Wait Time | No | Yes |
| Service Level | No | Yes |
| Short Abandons | No | Yes |
| Call Disposition usage | No | Yes |
| CSAT Survey results | No | Yes |
| Agent Status reports | No | Yes |
| Real Time Dashboards | No | Yes |
Note that Call Centers do require each user has either a Dialpad Contact Center or Dialpad Sell license.
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