Dialpad

The product is an AI-powered customer communications and contact center platform that manages voice, chat, SMS and email, automates workflows such as appointment scheduling, refunds and order processing, and turns conversations into transcriptions, summaries and analytics. It sells to customer support, outbound sales and IT teams in B2B organizations ranging from mid-market companies to enterprises. It is delivered as a SaaS platform with integrations for Salesforce, Zendesk, Microsoft Teams, Google Workspace and others, with enterprise-grade security including SOC 2, HIPAA, GDPR and ISO certifications.

Key features

• AI Agents for autonomous resolution
• AI Transcription
• AI Recaps
• AI Live Coach
• AI Playbooks
• AI Scorecards
• AI CSAT
• Conversation Intelligence
• Contact Center Analytics
• Sentiment Analysis
• Post-Call Automation
• Workforce Management
• Contact Center Integrations
• Call recording with privacy controls
• Single sign-on via SAML and SCIM