Dialpad has unveiled a major update to its platform, delivering expanded integrations, stronger reporting capabilities, and productivity enhancements designed to improve both agent performance and experience. The new features emphasize security, visibility, and operational efficiency, making it easier for businesses to manage conversations across voice and digital channels.
One of the standout updates is the expansion of integrations with Zoho, Freshdesk, Bullhorn, and PolyAI voice assistants. These integrations give teams greater flexibility in managing customer conversations while streamlining workflows across multiple platforms.
Dialpad now integrates with PCI Pal, making it easier for businesses to securely handle credit card payments during live calls. This feature ensures compliance and provides customers with a safer payment experience without disrupting conversations.
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To support better user management, Dialpad has introduced enhancements to role-based access control. Two predefined roles User Manager and Conversation Designer make it easier to oversee onboarding processes and manage interactive voice response (IVR) workflows.
Supervisors also benefit from updates to conversation management, which now include filters that surface conversations by their last state or bookmarked status. These improvements simplify oversight and allow managers to act on issues quickly.
Dialpad is also bringing more structure to performance monitoring with several new tools:
Scorecard sign-off and dispute management, allowing agents to review, acknowledge, or challenge their performance feedback.
Digital Scorecards, which extend structured quality assurance into messaging channels.
Digital Dispositions, helping supervisors and reporting teams capture the outcomes of every conversation.
At the operational level, new talk time metrics provide deeper insights into how agents spend their time on calls, while the Agent Productivity Report offers supervisors a comprehensive view of agent activity across both voice and digital interactions. This report tracks essential metrics such as occupancy rate, break patterns, and time in state.
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Dialpad is also leveraging artificial intelligence to improve customer satisfaction tracking. With the addition of Ai CSAT explanations, supervisors and agents can now identify the actual drivers of customer sentiment, helping teams respond proactively and improve overall service quality.
Real-time visibility has also been strengthened with updates such as:
Live Dashboard enhancements, giving managers a pulse on queues and agent activity.
New Queue Health and Callback reports offer insights into service levels, follow-up trends, and highlight areas that may need improvement.
Auto-save and Saved Views, ensuring analytics remain tailored to each team’s needs.
To further boost productivity, Dialpad has rebranded Quick Replies as Templates, which now function across chat, SMS, and email. The company also added IVR Customer Context Display, allowing agents to see customer-provided information immediately when conversations begin.
Together, these updates demonstrate Dialpad’s commitment to empowering businesses with smarter tools for communication, reporting, and customer engagement. By expanding integrations, strengthening security, and enhancing analytics, the platform continues to evolve into a powerful all-in-one solution for modern customer service teams.
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