The customer experience (CX) can be defined as the way you make a customer feel whenever they interact with your organization.
And as we’ve said in past blog posts, if a business wants to be successful, it’s essential to deliver exceptional customer experiences—consistently.
If you don’t believe us, the metrics speak for themselves:
CX has become so important that more than two-thirds of businesses compete on the customer experience more so than traditional points of comparison such as products and pricing.4 We believe so strongly in the business benefits that we have a division of IPC Tech dedicated to helping our customers improve their own CX.
As the contact center is the hub of customer interactions for many organizations, Contact Center as a Service (CCaaS) platforms can be transformative for CX. Leading CCaaS platforms leverage cloud technologies to provide a host of customer engagement tools in a flexible and affordable pay-as-you-go model.
Today we’ll be covering Dialpad, a leader in the CCaaS space.
While there is a range of platforms that we help our customers leverage, Dialpad’s platform—in particular, its unique AI capabilities—offers game-changing benefits for CX. Read on to find out about the top seven reasons why.
As we mentioned above, Dialpad’s AI capabilities are a stand-out for CX. The key reason is that Dialpad has been at the forefront of AI in CCaaS with roots going all the way back to 2014. Called “Dialpad Ai”, it was trained on 50 million hours of business conversation data.5 This enables Dialpad to offer real-time assistance to both contact center reps and customers. Key features include:
Real-time assist (RTA) cards are triggered pop-ups that guide contact center agents through product and service information, speaking points, workflows, best practices, and even difficult customer conversations.6 These cards offer iterative coaching topics and tips and can be customized by supervisors.
Dialpad converts speech to text instantly and with high accuracy during calls, eliminating the lag and glaring errors that are common with other means of automated transcription. Managers can choose to have inbound and outbound calls recorded and transcribed automatically with little more than a few mouse clicks.
Dialpad analyzes and identifies customer sentiments in real-time using voice analytics and flags when a conversation becomes negative. Supervisors can read the live transcription for context and enter the call to assist the agent if they so choose or address the issues afterwards.7
These summaries and action items are created immediately after the call concludes and appear directly at the end of the call thread. These include key discussion points, next steps, transcripts, and more. This reduces and in many cases eliminates the need for manual note-taking and enables reps to focus on the most important parts of their job.
Seamless interactions across communication channels is a major advantage for customer service today, and most CCaaS platforms deliver unified communications to varying degrees. Dialpad stands out by syncing conversational and contextual data across channels, including voice, video, text, and more. Key aspects include:
Dialpad makes it seamless for customers to switch between channels, maintaining conversation flow and eliminating the need for the customer to repeat their information and query, resulting in significantly reduced wait times and increased customer satisfaction.
Like other leading CCaaS providers, Dialpad provides omnichannel communication capabilities, but several features help set it apart. Firstly, Dialpad fully integrates video into the platform. While many competitors simply have video as an add-on, Dialpad enables seamless transitions between voice and video.
Next, communication channel options are available for agents within a single pane of glass, improving response times. Lastly, while many CCaaS platforms prioritize inbound communication, Dialpad offers robust capabilities for outbound communications as well, including the aforementioned real-time AI assistance.
Dialpad’s ability to sync conversational and contextual data across channels enables it to preserve context as customers switch between different channels and across touchpoints. This can be highly advantageous for sales, as customers are 3.5 times more likely to make a purchase when they are recognized across touchpoints.8
Advanced call routing is an essential advantage of leading CCaaS platforms, and Dialpad takes it further with algorithms that power its intelligent call routing and queue management system. Here are some of the advantages:
Dialpad’s Interactive Voice Response (IVR) system is powered by AI. By collecting and analyzing data from incoming calls to determine user intent, customers can complete a number of basic but essential tasks, such as navigate through options via automated prompts, check orders and account status, and use voice inputs to access specific information.
Dialpad’s queue management system offers a host of innovations, including real-time queue analytics, automated callback options, dynamic queue adjustments, and priority-based routing capabilities with advanced routing rules. Through these capabilities, organizations can provide timely attention to the right customers while optimizing agent workflows.
In today’s business environment, data and data analysis are essential for sustained growth. Dialpad’s advanced analytics suite integrates real-time intelligence with CX, enabling strategic decision making for long-term success. Features include:
Dialpad’s performance dashboards distill vast amounts of data into actionable information, including strategic performance metrics with queue times and response rates, and customer interaction data with conversion status and real-time sentiment scores.
Dialpad’s Custom Moments feature automatically monitors keywords and phrases throughout conversations to identify recurring concerns and roadblocks, product-related areas of inquiry, customer feedback patterns, and more. This offers teams invaluable insight into customer pain points and offers the intelligence to improve product and service delivery.
Dialpad’s trend analysis and reporting capabilities extend beyond analytics, synthesizing metrics into behavior pattern deep dives and overarching strategic intelligence. This offers powerful performance analysis, including customer satisfaction metrics, CSAT score tracking, net promoter Score (NPS) monitoring, and customer retention rate analysis. Additionally, Dialpad offers heat maps for call patterns, showing peak trends and variations, and a host of operational insights.
Quality assurance is essential for a consistent CX, and Dialpad automatically analyzes every customer interaction to ensure an exceptional experience across channels and touch points. Key features include:
In contrast to manual scoring methods, Dialpad evaluates every single customer interaction and reviews them for call flow quality, verification procedures, resolution effectiveness, and more—all with precision.
Dialpad monitors and reviews every interaction, down to the minute, to identify potential violations of compliance, both against internal company guidelines and regulatory compliance rulebooks. Dialpad will flag high-risk interactions, offer immediate alerts for violations, and even stack-rank agents for compliance adherence.
While all CCaaS platforms offer agent performance tracking via KPIs, Dialpad’s AI capabilities enable continuous coaching opportunities using QA scorecards. These coaching features include instant feedback on active calls, knowledge gap identification, and personalized recommendations for improvement.
Customer feedback is essential to the CX, but traditionally, it is a challenge to both collect and analyze at scale. Dialpad makes it a streamlined process by combining automated surveys with predictive customer insight analytics. Key features include:
Dialpad’s CSAT surveys collect instant feedback across multiple channels, including voice calls, SMS, email, and web-based questionnaires. Additionally, these surveys can be customized for any organization and application, down to question types and formats, timing and frequency, and follow-up trigger rules.
This innovative tool utilizes deep learning models trained on over 1.3 million calls to examine customer interactions, down to positive language indicators, resolution confirmation phrases, and service quality markers.9
Dialpad’s VoC insights takes customer feedback from multiple sources—such as operational data, interaction transcripts, and survey responses—and synthesizes it into actionable intelligence with immediate issue identification, targeted improvement opportunities, enhanced customer experience strategies, and other foundational aspects of the customer sentiment.
As 67% of customers today prefer self-service,10 it’s essential to offer self-service tools that truly empower customers to find their own solutions. Dialpad leverages machine learning algorithms and AI to create a self-improving self-service ecosystem that boosts CX and satisfies those who want to help themselves. Major features include:
Dialpad’s knowledge base is a centralized information hub that leverages machine learning to improve over time. Its search capabilities employ natural language processing and semantic search functionality to offer highly relevant responses. And as the knowledge base is used over time, AI uses dynamic content management to identify knowledge gaps and further refine personalized recommendations.
Dialpad’s AI-powered chatbots learn continuously and feature a host of sophisticated capabilities. They employ natural language understanding to recognize context, handle multifaceted inquiries, and escalate issues to live agents when appropriate. They also seamlessly integrate with Dialpad’s backend systems to access customer information and provide real-time updates about accounts.
While all leading CCaaS platforms can improve CX, Dialpad is built for that very purpose. From its advanced AI-powered features like real-time assistance and intelligent call routing to unified communications and self-service options, Dialpad provides businesses with the means to make customers feel appreciated in every interaction.
Make sure to check out our Customer Experience Solutions for more information. With years of experience helping organizations in wide-ranging industries, we can help you implement a system that builds customer loyalty and drives revenue growth. And if you want to make CX a competitive advantage for your business, reach out to us today.