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App Overview

Dialpad is a cloud call center software trusted by teams all over the world. You can set it up and integrate it with your CRM and Helpdesk software.

With our integration, your conversations will be automatically transcribed and analyzed into IS2 Conversational Intelligence. You will be able to search, listen and share knowledge to your entire organization. The coaching opportunities are endless: self-coach, learn from a peer, gain valuable feedback from a manager, etc.

Installation

The Admin of the organization is the one who should install it.

Install by visiting Organization Settings > Integrations and clicking the Dialpad logo.

The email addresses of users in Dialpad and in IS2 should match in order for the integration to work properly.

Key benefits

All calls will be imported within a few minutes of them taking place. Isn't that amazing?

It will increase visibility. Each member of the team will be able to find the exact key moment in the call in the space of seconds, making sure you are in the right place in no time at all.

Coaching opportunities are endless. You will be able to join a call and live-coach it, leave feedback throughout any playback, share specific key moments with the team and much more.

Supported languages

It's very important to know that we support the following languages in terms of transcription - US English, UK English, Australian English, German, Japanese, Korean, Spanish.

FAQs

Which calls do we pull in?

Once the Dialpad Integration is connected, IS2 will start to import all calls made in Dialpad by active IS2 Conversational Intelligence Users.

Calls should be imported and processed in IS2 approximately 5 minutes after the call has ended in Dialpad.

Which calls don't we pull in?

  • If the caller doesn’t exist in IS2 Conversational Intelligence

  • If the call was not recorded in Dialpad

  • Internal calls

Linking to CRM Data

Please keep in mind that if the number you are calling is not in your CRM, we won't match it up with a customer. For example, if you use free-dial in Dialpad. We recommend syncing your contacts in your CRM with Dialpad for best results. For a list of integrations to enable you to do this, please check HERE.

If you run into any issues please contact support.

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