[ Dialpad... Reviews ](https://www.g2.com/products/dialpad-support/reviews) [ Dialpad... Reviews ](https://www.g2.com/products/dialpad-support/reviews) # Dialpad Support Features ##### ## Platform (12) Customization Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views. Integration APIs Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications. Internationalization Enables users to view and transact business with the same content in multiple languages and currencies. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, and groups. Dashboards Creates dashboards to track information like open positions, current headcount, and recruiting pipeline. Omnichannel Allows inflow of requests through various digital channels such as email, social media, etc. Mobile Access Allows users to access the software using mobile devices. Queue Management Provides queue management in case of increase in case/call inflow. Call Routing Allows distribution of incoming calls to agents. Call Back Allows users to request a call back. IVR Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. Automatic Call Distribution Allows automatic distribution of incoming calls to the agents. Show More ##### ## Workforce Management Platform Features (10) Labor Forecasting Predict the number and types of employees necessary to meet anticipated demand to control labor costs. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Time & Attendance Tracking Let employees track the hours they have worked through integrations with time tracking products or built in time tracking features. Absence & Leave Management Employees can submit paid time off (PTO) or leave of absence requests that managers can approve or deny within the platform. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Succession Planning Identify high performing employees with potential to be promoted with minimal development. Workforce Analytics Tools designed to help analyze employee data and develop baselines for evaluating and optimizing workforce management. Self-Service Capabilities Web portals through which employees can view their schedules, submit PTO requests, configure work availability and preferences, and self-schedule from available work times. Mobile Shift Scheduling Managers and employees can create or claim available work shifts and receive notifications on their mobile device. Team Communication Message other team members or managers through built-in text or emailing functions and communicate scheduling or leave requests. Show More ##### ## Training (4) Knowledge Base Organizes knowledge from fellow sales representatives and other experienced employees for reference. Coaching Materials Offers content and training for new hires within the tool. Playbook Creation Allows for the creation of a customized playbook that new hires can use for reference in understanding company-specific sales processes. Video Record Records users' practice or live pitches for future reference and improvement. Show More ##### ## Feedback (7) Review Lets managers review recorded video pitches to discuss areas of skill and areas that require improvement. Scorecard Provides a scorecard to display team and/or individual performance. Coaching Card Allows managers to utilize and snapshot scorecards to coach new hires and assign action items. Leaderboard Projects team sales performance publicly to reward and motivate employees. Real-Time Updates Updates sales data in real-time so as to help teams remain close to their goals. Notifications Notifies users of company-specified "danger zones" to correct behaviors and re-align sales processes in the right direction. Competition Motivates employees by creating time-sensitive competititons that drive performance. Show More ##### ## Calling (5) Record Calls Records calls for future reference. Generate Location Generates an area code local to where the user is calling to increase likelihood of pick-up. Call Types Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. Click-to-Call Gathers contacts from integrated tools, allowing users to call with one click. Auto Dialer Has auto-dialing or predictive dialing functionality. Show More ##### ## Contacts (3) Personalization Retains a log of extraneous contact information such as timezone and contact engagement. Information Locater Finds and opens saved contact information for reference at the time of a new call. Record Prospect Data Allows users to denote which contacts they believe are prospective customers. Show More ##### ## Insights (6) Notes Allows users to take notes during or after the call for future reference. Daily Summary Delivers users a daily summary of activity. Automated Voicemails Sends automated voicemails to prospective clients who fail to answer. Automated Emails Sends automated emails to increase engagement with prospective clients. Sorts Prospects Organizes contacts based on probability of success. Automated Note Taking Automatically transcribes and summarizes meeting discussions. Show More ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (3) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Show More ##### ## Automation (3) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Show More ##### ## Call Analytics (4) Call Recording Records sales calls and facilitates playback Machine Learning Utilizes machine learning technology to analyze recorded sales calls Call Analysis Analyzes or facilitates the analysis of recorded and stored sales calls for insight Lead Qualification Leverages analytics to qualify and score calls in real time Show More ##### ## Artificial Intelligence - Conversation Intelligence (3) Customer Scoring Leverages technology to rate or "read" recordings to determine the impact of sales calls Speech-to-Text Transcribes sales calls from speech to text Sentiment Analysis Utilizes artifical intelligence to analyze emotional tone and interactions in a conversation Show More ##### ## Channels (3) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Show More ##### ## Functions (8) Session Routing Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Show More ##### ## Administrative (6) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Call Recording Allows supervisors/managers to record and review telephone conversations of agents. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Show More ##### ## Platform Basics (3) Reporting Provides analytics tools that reveal important business metrics and track progress. Dashboard Has a centralized dashboard for users to interact with. Performance Is consistently available (uptime) and allows users to complete tasks reliably. Show More ##### ## Platform Content (3) Automation Automates some or all operation related tasks. File Sharing Provides robust sharing options for communication with both internal and external stakeholders. Content Library Provides users with a pre-built library of useable content. Show More ##### ## Platform Additional Functionality (5) Integrations Integrates with business solutions such as payroll, workforce management, POS systems, etc. Mobility Is accessible from a mobile device and by users on the go. Forecasting Forecasts scheduling needs based on important KPIs. Task Management Provides task prioritization and management abilities. Portal Contains a portal to facilitate third-party or client application access. Show More ##### ## Workforce Management (2) Call Monitoring Allow managers/supervisors to monitor calls for quality assurance purposes. Performance Evaluation Allows managers/supervisors to evaluate the performance of agents. Show More ##### ## Generative AI (4) AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Call Center Infrastructure (CCI) (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Contact Center (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Outbound Call Tracking (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Show More ##### ## Agentic AI - Sales Coaching (4) Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Auto Dialer (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Show More ##### ## Agentic AI - Conversation Intelligence (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## AI Capabilities - Auto Dialer (3) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. 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[View Glossary](/glossary) [Call Recording](/glossary/call-recording-definition) What is call recording and why is it important as a software feature? Our G2 guide can help you understand call recording and popular software with call recording features. [Shift Scheduling](/glossary/shift-scheduling) Shift scheduling is the process of creating work schedules to support company needs and employee satisfaction. Learn more about shift scheduling and how to create a successful process. [Labor Forecasting](/glossary/labor-forecasting) Labor forecasting is the process of predicting future labor needs. Learn more about forecasting staffing needs, different prediction methods, and how to implement a unique strategy. Dialpad Support Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b3390b4cc3d92e87d570895f7358c003/amazon-connect.jpg "Product Avatar Image") Connect 4.4/5(90) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-dialpad-support) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image") Talkdesk 4.4/5(2,512) [ Compare Now ](https://www.g2.com/compare/dialpad-support-vs-talkdesk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image") NiCE CXone 4.3/5(1,730) [ Compare Now ](https://www.g2.com/compare/dialpad-support-vs-nice-cxone) ##### Categories on G2 [ Conversation Intelligence ](https://www.g2.com/categories/conversation-intelligence)[ Outbound Call Tracking ](https://www.g2.com/categories/outbound-call-tracking)[ Sales Coaching ](https://www.g2.com/categories/sales-coaching) [ Workforce Management ](https://www.g2.com/categories/workforce-management)[ Auto Dialer ](https://www.g2.com/categories/auto-dialer)[ Contact Center ](https://www.g2.com/categories/contact-center)[ Employee Scheduling ](https://www.g2.com/categories/employee-scheduling-software)[ Call Center Infrastructure (CCI) ](https://www.g2.com/categories/call-center-infrastructure-cci) Show More ##### Explore More [ Top-rated chatbot apps for e-commerce ](https://www.g2.com/discussions/what-are-the-top-rated-chatbot-apps-for-e-commerce)[ Best rated security compliance service for IT sector ](https://www.g2.com/discussions/what-s-the-best-rated-security-compliance-service-for-the-it-sector)[ Which secure data room services comply with legal regulations for document sharing? ](https://www.g2.com/discussions/which-secure-data-room-services-comply-with-legal-regulations-for-document-sharing) [ Best secure data rooms for investment banking ](https://www.g2.com/discussions/best-secure-data-rooms-for-investment-banking)[ Best databases for handling large data sets in tech ](https://www.g2.com/discussions/what-are-the-best-databases-for-handling-large-data-sets-in-tech)[ Pros and Cons Details ](https://www.g2.com/products/dialpad-support/reviews?qs=pros-and-cons) Show More [ Top-rated chatbot apps for e-commerce ](https://www.g2.com/discussions/what-are-the-top-rated-chatbot-apps-for-e-commerce)[ Best rated security compliance service for IT sector ](https://www.g2.com/discussions/what-s-the-best-rated-security-compliance-service-for-the-it-sector)[ Which secure data room services comply with legal regulations for document sharing? ](https://www.g2.com/discussions/which-secure-data-room-services-comply-with-legal-regulations-for-document-sharing) [ Best secure data rooms for investment banking ](https://www.g2.com/discussions/best-secure-data-rooms-for-investment-banking)[ Best databases for handling large data sets in tech ](https://www.g2.com/discussions/what-are-the-best-databases-for-handling-large-data-sets-in-tech)[ Pros and Cons Details ](https://www.g2.com/products/dialpad-support/reviews?qs=pros-and-cons)