Dialpad is now one of the most advanced cloud-based phone systems in the world. Aside from allowing you to make and receive calls using a single business number whether from a computer or mobile device, what else does it offer? Find out in this video!
In this video, Pete discusses Dialpad’s advanced voice intelligence feature.
To learn more about our Cloud Support Service, or schedule an IT Systems Check, contact itGenius - the Google Workspace Experts
This new and advanced feature is included in all Dialpad plans. However, it's not yet rolled out in all countries yet including Australia. If you get in touch with our team, we'll let you know once it is available for your account.
Transcription:
G’day there, Pete Moriarty here. In this video, I want to tell you about some of Dialpad's options for call tracking and analytics.
If you've been a G Suite user for a number of years or you've been following any of their content, you may have come across Dialpad, which is an intelligent cloud-based phone system. And that lets you make and receive phone calls, you and your team and right across your whole company from any device. Now the great thing about Dialpad is it means that wherever you go, your business number comes with you. So you don't have to install servers and phone systems and even desk phones if you don't want to. Dialpad just works across each one of your devices and if you're overseas or if you're out of town or you just need to make calls on the go, it means that you have everything you need to make business calls from your professional business number.
Now not only does Dialpad allow you to do professional calling from your own number, it also lets you track everything that's going on with your company. And so when your staff are making calls, you can see leaderboards, you can see how much time people are spending on the phone and you can even see whether or not someone might be missing calls or not quite answering the phone when they should be. The great thing about Dialpad is because it's one centralized system, you also have reporting and analytics on everything that's going on for the business. Now if you've got a sales team or a customer service team that you're managing, this is great because it keeps you on the pulse of exactly how you're delivering support to your customers and what kind of experience your customers are having.
One of the best features here is called voice intelligence and voice intelligence allows you to have each part of your phone call recorded and the sentiment analyzed. What voice intelligence does is it transcribes the whole call for you, it even pulls out highlights. So if there's action items or little important bits of information in the call, Dialpad will actually highlight those as an important note.
But the best thing about it is it has something called sentiment analysis. And what that does is it listens to the conversation and it uses voice intelligence, and machine learning, and AI, and all those other cool tools and it actually lets you know whether or not that was a positive call or a negative call, or what moments in the call were positive or negative. Now this is great for customer service and seeing how customers are being delivered to, if you run a business where you're delivering a service to your customers over the phone. But also in a sales conversation, you want to know whether or not the customer is engaged in the conversation, whether or not they're positive about what they're listening to. And if there's any points where they may have objections, you maybe want to highlight into that conversation and use that for some coaching with your team.
Now, this is included in all Dialpad plans. However, it's not yet rolled out to the whole world yet, so we don't have it yet in Australia. But if you get in touch with our team, then we'll let you know when it's going to be available for your account. But voice intelligence allows you to dig right down deeply into calls and see exactly how your agents are delivering and how they may be able to improve on things.
Now, once voice intelligence has gathered intelligence on your calls, it then reports all of those back into the analytics and Dialpad has recently revamped their analytics. Right inside of the Dialpad interface, you can not only see call volumes and leaderboards and minutes on call and all those kind of standard things, you can also see what keywords were said in different calls, how many times were they mentioned? What calls were they mentioned on? What was the duration of calls? And you can drill right down into the advanced analytics to get a great idea of exactly what's happening. If you're searching for someone mentioning a product or someone saying a specific word, you can see right across the whole business anytime that that particular word or phrase was mentioned, which makes your management of your sales or your customer support team very easy.
If you want to drill down to more specific scenarios like maybe calls that lasted less than a minute, you could filter and only show calls with that duration. And what that can show you is, was someone leaving voicemails, were calls dropped, were calls not connected properly, was there an issue on the other line, or was the customer's calling up for a reason because they've got the wrong number, that allows you to drill straight down using the analytics search feature.
If right now your current phone system is lacking in the analytics and reporting department, then it might be a time to give Dialpad a test drive. Head along to our website itgenius.com, have a chat to our team, or you can book a test drive with the application right online.
So, “What's the test drive?” you ask, well, we will deploy a Dialpad account for you. We will ship you hardware so you can use all of the features and use a professional USB headset just to check the quality on your network. We'll also send you a router as well, just to make sure that everything is in the best possible opportunity to run Dialpad well in your environment. And then of course we'll help you configure it, set it up, help you walk through you and the training of all of your team. And all of that is just for 99 bucks. So if you're interested, head along to itgenius.com and our team will be sure to help you out. Until the next time, cheers.
To learn more about our Cloud Support Service, or schedule an IT Systems Check, contact itGenius - the Google Workspace Experts
