RELIABLE + SCALABLE
Enterprise contact center solution
Enable global teams to deliver faster resolutions, deeper insights, and consistently exceptional CX with an enterprise-grade contact center built on real-time AI assistance and automation.
Book a demo to see it in action.
Manage large-scale contact center operations with real intelligence at every interaction
Dialpad’s enterprise contact center software combines robust channel support with real-time AI insights, from sentiment analysis and intelligent routing to proactive agent guidance and automation, so your teams can deliver efficient, frictionless customer experiences.
Enterprise-ready capabilities include:
Scale-on-demand that lets you onboard thousands of agents and launch teams fast
Secure, compliant infrastructure for global operations
Unified communications and contact center experience in one platform
AI that empowers agents and elevates performance
AI isn’t just a checkbox: It’s built-in throughout your contact center stack. Dialpad’s real-time AI provides live transcriptions, sentiment alerts, and automated insights that help teams act with context and confidence.
Key AI capabilities include:
Real-time AI assistance: Surface intelligent prompts and guidance while agents are live on calls
Sentiment and risk indicators: Detect issues early and coach in the moment
AI-driven quality automation: Automate QA and highlight coaching opportunities faster
Conversational intelligence: Turn conversations into strategic insights
Agentic AI for contact centers
Additionally, available agentic AI capabilities enable enterprise contact centers to use agentic AI on the front line or after-hours, triage and intelligently route calls to human agents with full-context, and complete tasks such as scheduling appointments, providing order status, or deliver personalized product and service recommendations based on customer needs and preferences.
Dialpad Support for contact centers
Dialpad Support offers enterprises a single platform for omnichannel contact center management. Key features include:
No-code chatbot journeys
Not all enterprise contact center software solutions are easy to use. With Dialpad, you can take full control of your customer journey just by dragging and dropping. Create chatbots and design dialogue flows with questions and answers—and even images and video instead of just text-based answers.
Real-time transcription
Dialpad AI can transcribe conversations—in real time—more accurately than almost all leading competitors. This way, supervisors can monitor multiple agent calls simultaneously and browse the transcripts, which are updated in real time, to get full context on all customer conversations.
Live sentiment analysis
Busy supervisors can't personally monitor every single call. Dialpad AI can help by performing live sentiment analysis and showing supervisors if any customer calls are going south. If they see a call with negative sentiment, they can scan the transcript before deciding whether to barge the call or message the agent on the side with advice.
Real-time coaching, at scale
A good contact center for enterprises should be able to help agents in real time. With Dialpad, supervisors can create AI Live Coach Cards that pop up on agents’ screens when preset keywords are spoken. For example, they could create as card with notes about the refund policy, and set it to trigger when “refund” or “money back” is mentioned on a call. It’s coaching at scale—without managers having to sit in on every call.
Speedier QA
Accelerate quality assurance (QA) reviews, reduce compliance risks, and improve agent adherence with Dialpad's AI Scorecards. Instead of supervisors having to review call recordings manually, Dialpad AI automatically suggests when scorecard criteria have been met and highlights coaching opportunities.
Built-in analytics
Empower leaders with real-time visibility into contact center performance through built-in dashboards and heat maps. Monitor critical KPIs such as call volume patterns and average speed of answer to make faster, data-driven decisions at scale.
Truly unified communications
With Dialpad, agents and supervisors can manage external communications and also make phone calls, send instant + SMS/MMS messages, and have video meetings internally, from both the desktop and mobile app. No need to toggle back and forth between windows, and it streamlines all conversations into one convenient place.
Integrations with tools you’re already using
Whether you’re using Salesforce, Zendesk, Zoho CRM, Google Workspace, or Microsoft 365, Dialpad Support integrates with a wide range of CRMs and other business apps. These integrations let agents have phone calls from inside the CRM, automatically log activities, and much more.
Looking for an enterprise contact center solution?
From robust CRM integrations to an incredibly intuitive user interface, Dialpad Support is designed to make it easier for global contact center teams to manage communications on every channel. Book a demo to see it in action!
Robust security
Not only does Dialpad guarantee 100% uptime for Enterprise plan customers, it also has a range of enterprise-class security features. All data is safeguarded in transit and at rest, and Dialpad can help you meet compliance standards like GDPR and HIPAA. There are also robust in-meeting security controls (like muting participants and removing guests) and APIs that can pause recording automatically when sensitive information is being discussed.
Integrated WFM
Dialpad Workforce Management (WFM) enables enterprise contact center leaders to plan, schedule, and optimize their workforce with real-time insights—supporting better coverage, higher productivity, and consistent customer experience.
24/7 customer support
And of course, Dialpad’s customer support team is available around the clock via the phone and live chat for Enterprise customers worldwide. This support comes included with all Enterprise plans. If you’d like to find answers on your own, there’s also a detailed online Help Center, which contains answers to most frequently asked questions.
Intelligent call routing
Dialpad’s easy-to-customize IVR (interactive voice response) and ACD (automatic call distribution) features make it easy for callers to route themselves to the right agent or department. There’s also a dashboard that shows IVR usage patterns so you can monitor which IVR menu options are being used (and which aren’t) to continuously improve your call routing experience.
Unlimited call recording
With Dialpad Support, it’s easy to toggle call recording on and off, or to set all calls to record automatically. Supervisors can also create “playlists” of call recordings that agents can listen to and learn from on their own time!
Industry use cases for enterprise contact center software
Different industries face distinct customer engagement challenges. The following examples illustrate how enterprise contact centers apply modern software to meet industry-specific requirements at scale.
Healthcare
Today, healthcare organizations rely heavily on contact center software to communicate with patients, staff members, insurance providers, and more. One of the biggest requirements of enterprise call center software is, of course, meeting the stringent regulatory requirements (such as HIPAA) that the sector demands.
👉 Further reading:
See how Fenway Health’s IT Director smoothly transitioned hundreds of contact center agents to remote work with their enterprise contact center solution.
Legal
Large legal organizations rely on contact center software to securely handle client intake, case inquiries, and time-sensitive communications while maintaining compliance, confidentiality, and clear auditability across interactions.
Insurance
Enterprise insurance providers use contact center software to manage high volumes of policyholder inquiries, claims intake, and service requests. A centralized contact center enables faster response times, accurate routing, and consistent customer experience across the policy lifecycle.
Tech and SaaS
With any large SaaS organization, one of the most important types of high-volume communications is without a doubt customer support inquiries. That means it’s essential to have software that provides analytics to track customer satisfaction, types of inquiries, and overall call volumes, among other metrics.
Dialpad provides us with all of the flexibility and solutions we needed to provide excellent customer support remotely.
Fernan Kalaw
Director of Customer Support at Infotrack
Higher ed
For universities and colleges, keeping multiple campuses and thousands of students and employees in sync is a significant task. And while remote learning is one big piece of the puzzle, contact center teams in postsecondary institutions have a very specific set of challenges that involve admissions, enrollment, and donations.
See how Education First (EF) set up a new call center with Dialpad Support—in just 10 minutes!
Real estate
For large brokerages and property management organizations, managing high volumes of inbound inquiries, such as scheduling site visits, coordinating viewings, and handling tenant requests, requires an enterprise-grade contact center platform that can scale efficiently and maintain consistent service levels.
Dialpad has a very low learning curve. Very easy to pick up without any formal training to figure out how to use it. The usability was great from the get-go.
Jude Tungul
Business Operations and Intelligence Manager at Westward360
Enterprise contact center solutions built to scale with AI
Enterprise contact centers require solutions that can scale globally while delivering consistent customer and agent experiences. Dialpad provides an AI-powered contact center platform that combines workforce optimization, global call quality, and real-time intelligence—so organizations can support growth without adding operational complexity.
Modern customer journeys span voice and digital channels, making intelligent omnichannel routing essential. Dialpad uses AI to orchestrate interactions across channels, ensuring conversations are routed seamlessly and context is preserved at every touchpoint.
With available agentic AI, Dialpad goes beyond traditional automation to handle tasks such as after-hours answering, intelligent triage, and contextual escalation to human agents. Whether supporting customer service, sales, or specialized contact center teams, Dialpad helps agents and supervisors work more efficiently while delivering faster resolution and better CX at enterprise scale.
Explore Dialpad Support for enterprise contact centers
Request a tailored walkthrough to see how Dialpad’s AI-powered platform supports large-scale contact center operations with intelligence, automation, and control.