Review: Dialpad Provides Seamless Communication for Contact Centers
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.
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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.
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.
SPECIFICATIONSPRODUCT TYPE: Cloud-based communication platformDEPLOYMENT: Software as a ServiceSUPPORTED DEVICES: Android, iOS, macOS and Windows SUPPORTED BUSINESS APPS: Microsoft 365, Google Workspace, Salesforce, Zendesk and most other cloud-based or federated servicesCERTIFIED SECURITY PROTOCOLS: HIPAA/BAA, SSO certificates, GDPR, CCPA, PCI DSS
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