Digital Workspace

Review: Dialpad Provides Seamless Communication for Contact Centers

Healthcare contact centers can improve efficiency and integration with a user-friendly, cloud communication platform that offers powerful automated features.

Risa Kerslake

Risa Kerslake is a registered nurse and writer focusing on consumer health and healthcare technology.

Healthcare organizations continue to face rising costs, data breaches and staffing shortages, with worker burnout being a top concern in the industry.

One area of healthcare that may not be as visible but is crucial in affecting the consumer experience is contact centers. From large hospital systems and health insurance companies to small, clinician-run practices, contact centers are often the link between patient and provider. These departments can be a first stop, but they may not always be the most effective in guiding the patient to the next step.

Collaboration platforms can enhance workplace productivity, reduce costs and maintain security. Dialpad is one such platform, powered by artificial intelligence, that uses VoIP technology to connect agents to customers, even when the contact center is based in a remote location away from the main campus.

Click the banner below to read CDW’s new research report on optimizing modern work.

A Better Patient and Healthcare Customer Experience

The most common reasons patients miss their clinic appointments are a lack of reminders and poor communication between patient and clinician, according to a 2024 review published in the medical journal Cureus. A better reminder system and a more streamlined approach to appointment management may reduce the rates of patient no-shows.

These tasks can be handled through automation. Dialpad’s AI chatbot, for instance, can take on repetitive contact center tasks, such as scheduling calls or responding to frequently asked questions. This frees contact center agents to assist customers with more complex concerns.

Supervisors can get real-time suggestions and call metrics, such as volume and wait times. These tools identify concerns that come up during calls and give suggestions to mitigate them with intuitive coaching. Using AI-powered customer satisfaction scores, supervisors don’t have to rely on customer surveys and instead can get real-time insights into every customer call with sentiment analysis. This helps train human agents on best practices and how to improve future customer interactions.

Users may add company-specific terminology to a dictionary, helping to reduce jargon in customer service. During calls, agents can view on-screen cards with relevant information, saving time and limiting the need for supervisor intervention. Dialpad’s Enterprise tier offers a 100% uptime service-level agreement that benefits remote workers by eliminating scheduled service interruptions.

How to Streamline Internal Collaboration and Workflow

Internal collaboration is just as important as external, patient-facing communication.

The Dialpad platform improves internal communication by making call initiation and meeting setup accessible and intuitive. Remote and hybrid team members can efficiently connect using video, SMS texts or chat, regardless of location. AI-generated summaries include real-time transcriptions using a proprietary large language model, allowing team members to view action items based on meetings in Dialpad.

Dialpad also helps with clinician-to-clinician consultations. Instead of healthcare workers spending time and energy searching for answers to treatment questions or medication best practices, they can quickly access a colleague via videoconference.

Healthcare teams can work smarter by connecting the platform directly to customer relationship management systems with Dialpad’s Pro and Enterprise tiers. The platform integrates with Google Workplace and Microsoft Office 365, among others.

SPECIFICATIONS

PRODUCT TYPE: Cloud-based communication platform
DEPLOYMENT: Software as a Service
SUPPORTED DEVICES: Android, iOS, macOS and Windows
SUPPORTED BUSINESS APPS: Microsoft 365, Google Workspace, Salesforce, Zendesk and most other cloud-based or federated services
CERTIFIED SECURITY PROTOCOLS: HIPAA/BAA, SSO certificates, GDPR, CCPA, PCI DSS

The Human-Centered Dialpad AI Platform

Users can easily navigate the Dialpad interface, which boasts bright colors that highlight its different features. The platform is straightforward enough that even for the most novice tech user can set it up — especially advantageous for smaller organizations and private practices with limited staff. The sign-up process is relatively quick: Users can immediately adjust settings and get up and running in no time.

One small feature that packs a punch for the customer service experience is the option to customize hold music. From whimsical tunes to relaxing instrumentals, the platform not only strives for efficiency but even to entertain customers as they wait in queue. Dialpad was clearly designed to keep the human experience at the forefront of customer service.

Alongside its free plan, Dialpad provides two paid options designed for team collaboration. Dialpad Pro is tailored for small businesses with up to 10 office locations and provides quality-of-service reports and 24/7 support for up to 25 departments. The Enterprise tier is intended for larger organizations with 100 or more users and includes priority routing.