Dialpad has released its new-look CCaaS solution: Dialpad Support.
Previously called the Dialpad Ai Contact Center platform, the next evolution of the offering adds several “practical AI” solutions.
According to the vendor, these tools aim to help contact centers “of all sizes” combat their most pressing problems.
Perhaps the most notable solution is its Ai Agent, a customer-facing virtual agent that leverages generative AI (GenAI). Dialpad claims this can deflect 50 percent of customer queries with just two weeks of training.
Moreover, the provider offers a proprietary LLM in a bid to enable greater accuracy of response and differentiate from competitive offerings.
Dialpad has trained the LLM on over seven billion minutes of business conversations to ensure that accuracy and limit hallucinations.
The new-look platform also provides a virtual assistant for agents, a workforce engagement management bundle, and a reporting solution.
Before introducing those, Vincent Paquet, Chief Product Officer at Dialpad, noted: "Dialpad Support represents a significant leap forward in how businesses approach customer communications.
By harnessing the power of our native AI capabilities, we're not just improving efficiency – we're transforming the entire support ecosystem to benefit agents, managers, and customers alike.
Delivering in-house, native AI is a core differentiator for Dialpad in the contact center space.
Indeed, most rivals rely on AI updates from partners, like Google. Yet, Dialpad gains greater control over its roadmap and integrations by delivering AI of its own.
As such, it faces fewer constraints in creating a CCaaS platform that matches its ambitions.
Dialpad Support reflects these ambitions with innovations like the new Ai Assistant, an agent-facing virtual assistant that summarizes answers across contact center knowledge sources.
Another new solution is Launchpad, a reporting dashboard that provides a concise view of each agent's and team's performance.
In doing so, it may funnel metrics from Dialpad Ai Scorecards, an automated quality assurance (QA) solution that scores every customer conversation.
From there, the offering spotlights individualized improvement and recognition opportunities.
Alongside this QA solution, Dialpad offers a new workforce management (WFM) platform, which stems from its acquisition of Surfboard last month.
Now, Natasha Ratanshi-Stein, Founder of Surfboard, is excited to offer Surfboard’s capabilities – encompassing forecasting, scheduling, and reporting tools – to Dialpad’s broader customer base.
“Bringing Surfboard’s workforce management capabilities into Dialpad Support opens up exciting possibilities for customer service teams,” she said.
By combining our scheduling and forecasting tools with Dialpad’s practical AI, we’re giving support teams the right tools to do their best work – ultimately leading to happier customers and teams.
The complete Dialpad Support solution will be available to existing customers and prospective buyers starting Tuesday, November 19.