Additionally, trainers and managers can “listen in” to live calls.Ībove: Dialpad desktop screen: Sentiment analysis and coaching Ultimately, this was designed to improve productivity and glean deep insights, with “live coaching” and post-call analytics making it possible to drill down into what is and isn’t working, and put measures in place to improve things where needed. For example, Dialpad can identify objections made by a customer, as well as the response given by the sales or contact center staff. The TalkIQ acquisition underpins what Dialpad now calls Voice Intelligence, and initially it enabled Dialpad to automatically create written notes from every call, with natural language processing (NLP) flagging all the actionable items from meetings and even carrying out sentiment analysis from inbound calls.
MetaBeat will bring together thought leaders to give guidance on how metaverse technology will transform the way all industries communicate and do business on October 4 in San Francisco, CA.ĭialpad has also been steadily embracing AI, a foray that kicked off back in 2018 when it acquired TalkIQ, a platform that transcribes conference calls.
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