QA Scorecards

Don’t have time to manually QA every agent’s call? These QA Scorecards are powered by Dialpad Ai, and can evaluate customer interactions, pinpoint key information, and suggest grades based on your established scorecard criteria, all in real time. See how it works!

Screenshot of a call history in Dialpad displaying details such as the date, time, and scorecard grades for individual calls

QA scoring for 100% of your calls

Instead of randomly picking calls to review, your supervisors can now provide consistent and holistic feedback and coach agents based on a complete sample of their conversations.

Tailored coaching, at scale

Quickly spot and improve issues unique to each agent and salesperson in areas like quality, behavior, compliance, soft skills, customer experience, and more.

Screenshot of creating a Dialpad Ai Scorecard in Dialpad’s online dashboard

Screenshot of Dialpads real time assist card feature popping up helpful notes for an agent or rep when a tricky question comes up on a call

Real-time agent assists

Powered by state-of-the-art AI that's analyzed over 5 billion minutes of business conversation-focused data, Dialpad Support can do everything from generating meeting recaps after every call, to providing agents with real-time guidance as tricky conversations are happening.

Tools for super-supervisors

You can’t monitor every customer interaction in real time, but you can still help your agents provide a positive customer experience. Dialpad's unique artificial intelligence, Dialpad Ai, not only transcribes calls (in real time!), it also shows supervisors the sentiment for each active call. They can view all calls, see which ones have negative sentiment, and scan the live transcript to get full context before deciding whether to jump in to help agents.

Screenshot of Dialpad Ai analyzing the sentiment of multiple calls in real time

Screenshot of Dialpads desktop and mobile apps

Truly unified communications

With Dialpad, agents and supervisors can manage external communications and also make phone calls, send instant + SMS/MMS messages, and have video meetings internally, from both the desktop and mobile app. No need to toggle back and forth between windows, and it streamlines all conversations into one convenient place.

Integrations with your favorite tools

Whether you’re using Salesforce, Zendesk, Zoho CRM, Google Workspace, or Microsoft 365, Dialpad Support probably has an integration with the tools your team already uses. Want to build your own custom integrations? You can do that too with Dialpad’s open API.

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