Call queue
When your team is busy with incoming calls, a call queue helps to organize and distribute these inbound calls to reduce customer wait time and improve efficiency. See how it works with a product tour of Dialpad's AI-powered customer engagement platform!
In-queue callback
Don't make your callers wait on-hold forever. Give them a callback option—it's easy to set up right in your settings.
Create VIP queues
By default, calls in a queue get picked up in order of who called first—the caller who's been waiting the longest should be next in line. But what about emergency queues (like someone calling about a lost or stolen credit card)? In Dialpad, you can adjust the settings to make sure certain call queues get prioritized for pick-up first.
Custom queue greetings
Upload an audio file, choose from a library of already-recorded messages, or record your own custom greeting. You can also upload custom hold music!
Versatile call routing
Choose between several options for routing calls to the next available agent. In Dialpad, you can easily customize your IVR menu and route to the call center agent who's been idle the longest, or even to another department or voicemail. Streamline your call flow and empower callers to find answers on their own and route themselves to the right department—even after business-hours.
Easy phone number setup
With Dialpad, you can sign up for an account in minutes to get set up with a local business phone number, international, and even toll-free numbers.
CRM integrations
Dialpad integrates with tools like HubSpot, Salesforce, and Microsoft Teams to log calls and record activities automatically. Using a homegrown CRM? Dialpad’s open API lets you create custom integrations too.
Real-time coaching, at scale
Dialpad’s unique artificial intelligence technology, Dialpad Ai, not only provides real-time transcriptions for every call, it can also do live sentiment analysis, which allows supervisors to oversee multiple active calls at once. Plus, empower agents to resolve issues effectively on the first call with Real-time Assist (RTA) cards that pop up on when certain keywords (like “refunds” or competitor names) come up on a call.
Desktop and mobile app
With Dialpad, agents and supervisors can work from anywhere using the beautifully designed app (which also allows agents to choose what number to display on their caller ID).
Built-in reporting
Need to track your KPIs? Understand how effective your call queuing strategy is and continuously optimize it with heatmaps that show you metrics like call volume patterns and how long it’s taking your agents to pick up calls. And when service levels start dipping, Dialpad will notify supervisors with an alert so they can take quick action to resolve the issue.
Call recording
Want to keep a log of your calls? Dialpad has one-click call recording (along with screen capture) to help with training improvements and call quality management. See all your recordings, right in the app.
Want to provide a better customer experience using call queues?
Book a demo of Dialpad, or take a self-guided interactive tour of the app first!
Dionne Humphrey
Customer Support Operations Manager at CareRev
Want to try call queuing?
Book a demo to see how it works, or take a self-guided interactive tour of Dialpad's app on your own!