Powered by a USD 3 million in funding from Google Ventures, Dialpad was founded in 2011. The company is based out of San Francisco and brings together several key elements (engineering, design, customer service, and sales & marketing) to radically impact business telephony. Dialpad creates business messaging and conferencing solutions which run on VoIP technology, and is heavily engaged in bringing automation to legacy sales communication systems.
Dialpad’s newest product in this space is Dialpad Sell, a cloud-based service which uses voice recognition techniques and machine learning algorithms to transcribe sales conversations, assess customer sentiment, recommend sales plans & programs, and analyse call records. Dialpad Sell was created by leveraging the company’s acquisition of TalkIQ.
Inside Dialpad Sell
Let’s look at Dialpad Sell’s massive roster of features:
Real-time answering – The software’s voice Intelligence capability equips sales reps with all the data they need, as well as training to confidently take a call; and it helps that all of this is happening in real-time.
CRM integration – Every call, text, or meeting record is immediately linked to your Customer Relationship Management (CRM) system.
Rapid ramp-up capabilities – The instant user provisioning and live coaching ensures that sales reps can quickly master the ropes and start calling.
Voicemail dropping – You can leave a pre-recorded message in your prospect’s/customer’s inbox, keeping the conversation alive.
Multiple integrations – There are native integrations with all major players, including Hubspot, Salesforce, G Suite, Office 365, Slack, and more.
Listening-in – You can listen to your reps talking to your customers, joining in or even taking over via Dialpad’s Live Coach™ feature.
Multi-device support – With Dialpad Sell, you can easily shift across devices – laptops, smartphones, and tablets – with just a single click. This is also applicable for Post Call Automation; you can automatically log call summaries in the Salesforce or HubSpot platform, generating automated call notes with key takeaways and action items.
Robust analytics – The Dialpad Sell solution offers several analytics-based sub-features:
- Real-time metrics on call volumes, leader boards, and other performance elements in your entire team.
- Trends tracking using Voice Intelligence-based keyword search
- Better coaching powered by call volume, top moment, and sentiment tracking
- Detail call history analysis with transcripts and moments tracking to give you the big picture
- IT insights to assess call rating scores, usage patterns, and team leader boards
Sentiment analysis – The Live Sentiment Analysis feature evaluates conversations to check in on how a live call is going, what your customers are feeling in real-time, with a dashboard mapping sentiment across all the calls. This helps to extract critical insights and quickly identify problem areas.
Real-time recommendations – Dialpad’s Real-Time Recommendations offers sales reps and contact centre agents all the details they need to assist prospective and existing customers.
Why Dialpad Sell Makes a Difference
Dialpad Sell is billed by the company as “the first true real-time speech recognition product on the market.” In many ways, this holds true, given that the solution brings together several tools into one singular space.
Three things stand out for Dialpad Sell: its robust voice intelligence, the layered real-time capabilities, and an extensive analytics library. What’s more, it uses machine learning to assess initial pronunciations with 80% accuracy, and consistently improves recognition quality over time. The entire sales lexicon can be customised to quickly adapt to industry/product-specific words and phrases.
What We Think
There’s no doubting it – Dialpad Sell is a standout solution in its category. In fact, the biggest differentiator is the coaching component. Traditionally, sales teams have found it hard to effectively coach sales reps in a manner that ensures conversations are in-sync with customer expectations. “One of the hardest things for new hires is getting on those first calls, as they are super nervous. This is a way you can utilise technology to say ‘your best sales rep is there, over your shoulder to help you as you have that conversation’,” said Dialpad’s Chief Strategy Officer, Dan O’Connell.
Dialpad’s Live Coaching feature with its voice recognition, voice intelligence, and customer sentiment analysis, takes new agent coaching to a whole new level – you can actually train your reps to perform better in real-time, mapping response to customer interaction trends. Further, the analytics feature can significantly impact future calling standards, offering detailed and accurate interpretations.
Finally, we think another big plus is that Dialpad Sell is mobile native, meaning your salespeople – wherever they are, on whichever device – can offer the same customer service quality.
