In a recent video on the RTG Call Center Solutions channel, Prince Rich sat down with Connor Resbeck Channel Manager from Dialpad for an in-depth walkthrough of Dialpad’s powerful contact center platform.

With nearly a decade of experience at Dialpad, Connor took viewers through a live demo of key features, including AI-powered tools, Microsoft Teams integrations, real-time call analytics, and CRM connectivity; all designed to enhance agent productivity, customer experience, and operational efficiency.

A Unified Platform for Every User

One of Dialpad’s strongest selling points is its unified experience. Whether users are on desktop, mobile, or working through Microsoft Teams, they benefit from the same intuitive interface. Back-office employees and frontline sales agents alike use the same platform, which means simplified administration, shared analytics, and one SLA to manage it all.

Connor showcased how Dialpad consolidates multiple channels voice, chat, email into a single application. If a user doesn’t have a contact center license, certain features won’t appear, keeping the interface clean and straightforward.

📘 Also Read: How RTG Call Center Solutions Can Help You Find the Best Contact Center Software

Live Transcriptions and AI-Powered Intelligence

A standout feature is Dialpad’s real-time call transcription. With about 90% accuracy for American English, the platform provides instant call transcripts that are especially useful for tracking action items, sentiments, and follow-ups.

Even better, this transcription is handled entirely in-house; no third-party tools like OpenAI or Google are involved, ensuring data privacy and faster performance.

Users can customize the AI’s vocabulary with company-specific terminology, acronyms, and competitor names, making the transcription smarter over time.

Real-Time Coaching and Smart Playbooks

Dialpad excels in agent onboarding and coaching through AI-powered real-time recommendations. For instance, when a customer brings up insurance, the AI detects the keyword and instantly offers scripted guidance or knowledge base links perfect for training new hires or ensuring message consistency across teams.

Another major tool is AI Playbooks, which automate talk tracks. Whether it’s a car dealership needing VIN numbers or a recruiting agency asking about salary expectations, playbooks ensure every agent hits their key qualification points. Managers can monitor which parts of the playbook were followed and use the data to assess agent performance or even refine the playbooks themselves.

Read Here: How Dialpad Makes Contact Center Management Easier in 2025

Sentiment Analysis and Supervisor Intervention

Dialpad’s real-time sentiment analysis offers supervisors immediate insight into ongoing calls. If a customer becomes frustrated, the AI detects the tone and alerts the manager, who can then listen in, coach the agent, or even take over the call if necessary. It’s a game-changer for reducing customer churn and resolving complaints before they escalate.

Instant AI Call Summaries and Screen Recording

Another feature that impressed Prince was Dialpad’s AI call summaries. Within seconds of ending a call, Dialpad generates an accurate recap in paragraph or bullet point format, depending on user preference. Managers no longer need to listen through long recordings—everything from topics discussed to agent compliance is available in one digestible summary.

Additionally, Dialpad records not just audio, but also screens during calls, making it easier for quality assurance teams to assess performance or offer feedback based on actual workflows.

Advanced Call Review and Scorecards

From the call review page, managers can quickly jump to any key moment in a conversation like when pricing or insurance was mentioned; thanks to custom moments tagged by AI. Scorecards further streamline performance evaluations, allowing managers to assess 100% of calls (instead of a few random recordings) and see exactly where agents are succeeding or falling short.

Seamless CRM Integration

For businesses already using tools like Salesforce, Dialpad integrates seamlessly. From call duration to AI summaries, all key metrics are automatically pushed into the CRM without delay. Custom fields, AI adherence checks, and even a built-in dialer let users live entirely within their CRM environment if desired.

But even without a CRM, Dialpad users can access all this data directly through its call summary and analytics portal, ensuring no compromise in functionality.

Flexible Deployment and Industry Fit

Whether you’re on a Mac, PC, Chromebook, or mobile device, Dialpad works across all platforms—browser, desktop, and mobile apps included. This flexibility makes it suitable for industries ranging from healthcare and finance to insurance and retail.

As Connor put it, Dialpad is for any organization serious about moving to the cloud and leveraging AI for better communication and analytics no cobbled-together tools or complicated setups required.

Final Thoughts

Connor’s walkthrough not only showcased the robust capabilities of Dialpad’s contact center platform but also highlighted why RTG Call Center Solutions continues to recommend it. With powerful AI tools, seamless integrations, and a user-first approach, Dialpad offers a next-gen contact center solution out of the box.

At RTG Call Center Solutions, we offer 100% free consulting to help you find the right provider and features for your needs and budget. We work with all the major contact center providers in the U.S., and since we’re paid by referral, our help costs you nothing.

✅ Visit www.rtgcallcentersolutions.com to get started.
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