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Contact center sentiment analysis

Whether your team is in sales or support, having a contact center sentiment analysis feature in your platform is essential for helping managers and supervisors monitor active calls more easily (and jump in when needed). See how it works in Dialpad's AI-powered customer engagement platform by booking a product tour!

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

Real-time Assists

Dialpad Ai is the backbone of another useful feature that helps supervisors train and coach agents—at scale. Getting tricky questions from customers? Create Real-time Assist (RTA) cards with notes about those topics, and set them to trigger automatically when those keywords or phrases are spoken.

Screenshot of Real-time Assist (RTA) cards in Dialpad, created by admins to automatically guide contact center agents during calls

Live transcripts

Did you know that Dialpad Ai can transcribe calls in real time too? This way, if a supervisor sees a call with negative sentiment, they can open up the transcript (which gets updated live as the conversation is happening) to get more context before deciding whether or not they need to jump in.

Screenshot of Dialpad Ai transcribing a phone call in real time

Voicemail drop

Calling all high-volume outreach sales teams: Dialpad's voicemail drop feature lets you drop a pre-recorded message into a call when you hit a prospect's inbox to help you save a ton of time—especially if you're making hundreds of calls a day.

Screenshot of Dialpad's voicemail drop feature, which lets sales reps drop in a pre-recorded message when they hit prospects' voicemails

Advanced WFM capabilities

Need more robust workforce management features like forecasting and scheduling? Dialpad's Playvox integration gives you that, pulling in data automatically to help you run your contact center at maximum efficiency, always.

More on WFM
Screenshot of Dialpads integration with Playvox WFM

See sentiment analysis in action

Want to see how it works? Book a demo to see how Dialpad's contact center sentiment analysis feature can help make your supervisors' lives easier. Or, take a self-guided interactive tour of the app on your own!

Essentials

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  • Inbound voice

  • IVR

  • ACD

  • Recording

  • Monitor, whisper, barge

  • Basic Ai

Advanced

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All the value of the Essentials plan, plus:

  • Digital support

  • Live Assist

  • Digital Virtual Assistant

Premium

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You could save 0% with annual billing

All the value of the Advanced plan, plus:

  • Omni-channel support

  • Ai Scorecards

  • Ai CSAT

Frequently asked questions about contact or call center sentiment analysis