Dialpad

Dialpad’s cloud-based phone system offers reliable call quality plus real-time coaching to support teams straight from inside Kustomer.

Kustomer + Dialpad

Bring focus to your agent’s workday with a single place to engage and support customers—from omnichannel support powered by Kustomer to reliable call quality and agent coaching with Dialpad.

 

A Single, Actionable View of Every Customer

The Dialpad integration offers agents the ability to pivot from conversation to call all without ever leaving Kustomer.

  • Place and receive calls
  • Match against customer profiles
  • Automatically log call activities including missed calls, voicemails, and recordings. Call transcriptions (powered by Voice Intelligence™) help capture every word between agent and customer.

 

Real-Time Agent Coaching

Ramp your agents at scale with real-time agent recommendation cards that pop up based on keyword triggers. Managers can populate cards to include frequently asked questions or troubleshooting steps plus provide a link to their knowledge base, forum, or other resource page.

Kustomer+Dialpad: How it Works

After adding the Dialpad integration from the Kustomer marketplace, agents will see inbound call notifications on their screen with the ability to answer straight from inside Kustomer.

If a customer’s number matches what lives inside the Kustomer platform, agents will automatically see the existing interactions pop up on their screen so they have the full picture of their customer’s activity at the time of the call.

Calls are powered through the Dialpad Everywhere widget, which includes functionality like:

  • Call controls (mute, record, transfer, hang up)
  • Integration quick links (CRM, email, events)
  • Live call transcription (Voice Intelligence™)
  • Agent recommendation cards for FAQs (Voice Intelligence™)

 

FAQs

What functionality is supported with Dialpad + Kustomer?

The Dialpad integration allows Kustomer agents to click to call from right inside the Kustomer platform. Call details are automatically logged including duration, timestamp, and audio recording. Additionally through the Dialpad Everywhere widget, agents have access to live transcriptions, call controls, and recommendation cards.

Does the Dialpad + Kustomer integration include call logging?

Yes! Every call initiated or received on your Dialpad line will log to Kustomer as log as your admin has enabled the integration. In addition to call activity, voicemails and call recordings will also be logged to your customer’s activity history.

What plan types are required for this integration?

To connect both platforms, customers will need to be on Kustomer Enterprise plan and a Dialpad Pro plan or above.

 

Read more in Dialpad’s Help Center.

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