Prince Rich from RTG Call Center Solutions spoke with Connor Resbeck, Channel Sales Engineer at Dialpad, about how Dialpad is making life easier for contact center managers.

From real-time agent support to smart reporting tools, Dialpad is giving teams what they need to stay efficient and deliver great service.

Smarter Support with Playbooks

Dialpad’s Playbooks feature gives agents real-time guidance during calls. Whether it’s a support agent needing to ask the right questions or a recruiter interviewing candidates, Playbooks helps them stay on track. The AI checks off key points in real time, so agents don’t have to take manual notes. This tool is useful for both support and sales teams, making sure all customer conversations follow the right process.

Easy Reporting with Launchpad

Next is Launchpad, a built-in dashboard that helps managers quickly see how their teams are doing. It shows important stats like how fast agents answer calls, how many calls they take, and how well they follow Playbooks. A standout feature is Quality Calls, which looks beyond just the number of calls made. It checks if the calls are long enough, positive in tone, and include action steps—giving managers a better view of real performance.

Why Businesses Choose Dialpad

When asked why companies should choose Dialpad, Connor shared two key reasons: in-house AI and scalability. Dialpad builds all of its AI technology internally. This means your customer data stays safe and is never sent to outside services. It also means Dialpad can improve and add features quickly. Since it was built as a cloud platform from the start, Dialpad works anywhere—on phones, laptops, or tools like Microsoft Teams and Zoom.

Dialpad’s AI Advantage

In a recent interview, Dialpad CEO Craig Walker explained how Dialpad is future-proofing contact centers with its AI technology.

He emphasized that the future of contact centers is a shift from traditional setups to fully AI-driven solutions, where automation plays a key role. Craig also pointed out that Dialpad’s platform is built to grow with companies as their needs evolve—from making human agents smarter to fully automating customer interactions. Since 2018, Dialpad has been investing heavily in real-time AI, positioning them at the forefront of this technology.

👉 Click here to watch our interview with Craig Walker.

Let’s Find Out if Dialpad Is Right for You

If you want to see if Dialpad fits your team’s needs, RTG Call Center Solutions can help. We offer personalized demos, help you understand the features, and can even get you the best pricing options. Visit us today for personalized assistance.

Make the right choice today and set your business up for success in 2025!