FEATURES
Simple solutions, great impact
DialDesk offers simple, scalable solutions for organizations of all sizes. Stay in sync with your customers’ shifting needs and build successful teams.
VOICE
Connect with your customers
Stay connected to anyone, anywhere. You can also monitor calls, engage in internal communications, and resolve queries quicker than before. No more compromising on customer satisfaction.
Interactive Voice Response (IVR) designer
Design modern IVR flows efficiently using predefined templates. Or, build your smarter IVR to help customers find the right agent on the first call.
3-way call
Add a third party to any business call using DialDesk’s 3-way call feature. You can share information among the team in real-time and switch between calls.
Call routing
Help customers reach the team with the right skills that can best serve them. Configure the system to shorten your process into one-click solutions.
REPORTS
Data-driven insights
With DialDesk, measure metrics that matter, study data over time, and spot trends in performance. You can use these insights to make data-driven decisions. Set KPIs that reflect your standards.
Call detail report (CDR)
Understand caller trends such as where, when, and how the calls happened for future use — these could be calls that happen during and after work hours.
Agent productivity
Develop a culture of progression. Understand your agents’ productivity through a breakdown of agent KPIs.
Queue report
See how queues are performing by tracking metrics like the number of unanswered calls, call durations, and wait times. Identify and utilize performance trends.
MONITORING
Meet the industry standards
Track and oversee communications as they are carried out, ensuring a consistent quality of service across the board. Improve customer and agent experience, while reducing agent guesswork.
Supervisor dashboards
Monitor all your business’ call center metrics in one easy-to-use dashboard, allowing you to be more efficient and exceed your KPIs.
Supervisor assistance
Supervisors have a holistic view of what’s happening at any given moment. Identify areas for improvement to coach your teams and develop your business.
Agent dashboards
Filter information according to time range and view displayed details such as total interactions, call tags, and more to understand agent productivity.
USERS
Streamline the work environment
DialDesk provides your agents with the right tools and guidance for a smooth customer journey. Resolve existing customers’ concerns and make connections that convert with modern user management practices.
Register users to the system
Easily invite external users to the system via email and add existing users to other workspaces, including agents and supervisors.
Create and delete user roles
In a few clicks, assign users to predefined roles or create roles and assign users to them.
Manage call center agent teams
Create and manage teams — add users, assign roles and switch between different workspaces through the system.
CUSTOMERS
Customer service with a human touch
With DialDesk, ensure the call only disconnects after the customer receives their resolution. You can also maintain and manage your customer base through registered profiles with timelines.
Maintain customer profiles
Display registered profiles for both outbound and inbound calls.
Review prior customer interactions
View customer history through their interactions. These include profile timelines, past calls, call tags, call recordings, notes, and customer reminders.
Customer detailed reports
Retrieve reports on customer data via the supervisor console for quick reference. Filter this information by agent, customer, and date range.
The right contact center for great customer experience
Choose the call center that fits your business and cater to every customer — anywhere, at anytime. Maximize performance and minimize agents’ workload.
Sales
Sales helps you identify opportunities and close deals faster. Through a holistic view of your customers, you can track every interaction and engage meaningfully.
Customer support
Customer support boosts your productivity and reduces wait time. Leverage intelligent call routing and contextual customer data to deliver better experiences.
BPO
BPO allows you to manage your resources better with the option of switching the same users across internal teams and external workspaces.
Start your free trial now
Experience DialDesk in action by requesting a free trial today. You’ll discover how we pair small business expertise with cloud technology to grow your brand.
