EASY TO SET UP, EASY TO ADMIN
Call centre telephony systems
Outdated call centre telephony systems limit both your productivity and customer satisfaction scores. Dialpad's AI-powered contact centre platform gives you everything from call routing and IVR to integrations with your favourite business apps. Book a product tour to see how it works!
What are call centre telephony systems?
Call centre telephony systems are technology solutions that manage communication between agents and customers.
They’re set up to handle high volumes of inbound and outbound calls and can feature hardware and software components. These elements enable call features like call queuing, voicemail, caller ID, call recording, and contact centre analytics.
Call centre telephony systems can be housed either on-premises or as cloud-based solutions. They can integrate with various CRMs and other business applications to improve agent efficiency and customer experience.
Everything your call centre needs
Easy setup
Whether it's adding new users, transferring phone numbers, or setting up a new call centre department, managing it is a breeze for administrators with Dialpad. With our Enterprise plans, you can enjoy 100% uptime service level agreements (SLA) and access to support when you need it, too.
Truly unified communications
Dialpad provides all the functionalities for external and internal communications in one place, consolidating phone calls, video meetings, instant messaging, and SMS/MMS messaging into a single platform. With both desktop and mobile apps, as well as browser compatibility, you can communicate via your preferred business channel without switching between tabs.
Real-time call transcription
Elevate your agent training and customer experience with Dialpad's cutting-edge call centre transcription features. Powered by a state-of-the-art speech recognition model, Dialpad AI gives you real-time conversational insights to improve your CX.
Live caller sentiment
Live caller sentiment analysis allows supervisors to monitor multiple customer calls simultaneously and quickly identify negative conversations. By pulling up the live transcript, you can gain more context before deciding whether to intervene and assist the agent.
AI-powered coaching
QA scorecards, sentiment analysis, and in-call options like barge-in, listen-in, and takeover help you monitor what team members are doing and help when needed. Automatic call summaries, live agent assists, coaching playlists, and more give you more tools in your coaching toolbelt.
Callbacks and voicemail
Reduce customer wait times with in-queue callbacks and enable customers to choose the most convenient time for a return call. Dialpad's visual voicemail function, too, not only records voicemails but automatically transcribes them.
Built-in analytics
Tap into built-in analytics directly within your Dialpad dashboard. Explore key analytics for your contact centre, such as call duration and call volume, to see where you can improve agent performance and operations.
Integrations with your favourite tools
Effortlessly expand your Dialpad workspace with a huge library of native integrations. Power your call centre by connecting frequently used apps such as HubSpot, Salesforce, Google Workspace, Microsoft Teams, and more.
Looking for a call centre telephony system?
Get a demo of Dialpad Support or, take a self-guided interactive tour of the app!
✒️ Grab the Contact Centre RFP Checklist
Vetting different cloud contact centre solutions? This RFP checklist covers the essentials to be aware of and why they may be important for your contact centre.
3 benefits of having the best call centre telephony system
The best call centre phone system will help your business in a variety of ways:
More productive customer-facing employees
The right call centre telephony system empowers your customer-facing agents to handle calls and resolve customer issues efficiently. By providing agents with access to features like call recording, call routing, CRM integrations, and real-time analytics, you can help them respond to customer enquiries with confidence.
For example, Dialpad AI’s advanced features enable agents to instantly get the information they need to answer challenging questions and improve first-call resolution rates.
This is one big difference between Dialpad and other cloud-based telephony solutions or business communication tools—not only can your agents work from anywhere, they'll also be able to uncover more conversational insights and automate tasks, and deliver excellent customer service no matter where in the world they’re located.
A better customer experience
Working with innovative call centre telephony systems enables agents to do their best work, handle high volumes of customer conversations with ease, and reduce customer wait times.
Dialpad's AI-powered transcription and sentiment analysis capabilities enable agents and supervisors to better understand customer needs in real time, which then allows them to jump in proactively to solve problems. The result: higher customer satisfaction—without overburdening your staff.
With an omnichannel contact centre solution like Dialpad, your business will also be able to provide service through multiple channels of communication, like SMS/MMS, live chat, and instant messaging alongside traditional voice calls.
This way, customers can choose their preferred method of communication, and agents will be able to see all conversational history across different channels in one convenient platform.
Higher revenue and lower expenses
Features like automatic callbacks and intelligent IVR don't just help customers resolve their questions more quickly. These are also valuable ways to deflect calls and allow customers to self-service without having to burden your agents.
Contact centre AI features take this one step further, by automating answers (think chatbots, but with the ability to answer a wider variety of questions) for customers who are on your website or digital channels, and helping supervisors speed up everyday processes like quality assurance and call scoring.
(A good cloud-based call centre telephony solution should come with features like these included!)
Futureproof your business with the right call centre telephony system
In today's ever-changing business landscape, it's more important than ever to future-proof your business with the right call centre telephony systems.
If you're looking for a call centre telephony system, why not get a demo of Dialpad Support? Built with industry-leading AI right in the platform, businesses around the world are using Dialpad to improve customer satisfaction and drive growth.
See how Dialpad's contact centre platform can work for you
Book a demo of Dialpad Support, or take a self-guided interactive tour of the app first!
FAQs about call centre telephony systems
Call centres use various telephony systems depending on their size, budget, and requirements. Commonly used systems include both traditional on-premises setups and VoIP-based cloud solutions.
The telephony system call centre businesses choose will depend on factors such as call volume, call routing requirements, and the need for integration with other business applications.
There are various types of call centres (not all mutually exclusive)—you may hear about inbound, outbound, blended, and virtual call centres.
Inbound call centres handle incoming calls from customers who require assistance or information. They usually have a team of customer service representatives who are trained to handle a range of queries, including technical support, product information, and billing enquiries.
Outbound call centres make outgoing calls to customers for sales or service-related purposes. They’re primarily used for telemarketing and sales campaigns and can be an effective way to generate leads and increase revenue.
Blended call centres are a combination of inbound and outbound. They handle both incoming and outgoing calls depending on business requirements. Virtual call centres are also becoming increasingly popular as more businesses move to remote work. They operate remotely, with most agents working from home. Virtual call centres offer benefits such as lower overhead costs, increased flexibility, and access to a wider talent pool.
The terms call centre and contact centre are often used interchangeably, but there is a difference between the two. Call centre phone systems primarily handle voice calls, while a contact centre handles multiple channels of communication. These may include email, live chat, SMS, social media, and voice calls.
Contact centres typically use advanced software solutions to manage customer interactions across all channels.
The cost of call centre telephony systems varies depending on the type of system chosen, the size of the call centre, and the specific features required.
A cloud and VoIP-based system is typically provided on a subscription model, which is charged per user, per month. While the initial investment in some call centre telephony systems may seem high, implementing them can result in significant cost savings.
For example, increasing your efficiency and productivity levels using features such as call routing, IVR, and real-time analytics is extremely cost-effective in the long run.