Collection: Built by Kustomer

Dialpad is a cloud communication platform that delivers high-quality calling, video, and chat from a single application. Powerful AI technology is embedded in every interaction, enabling business users to get more value from their calls and meetings. The all-in-one platform is designed to fit every workstyle, helping people be more productive from anywhere and on any device.

Kustomer + Dialpad

Bring focus to your agents’ workday by empowering them with coverage across all channels. With the Dialpad app, you can make and receive calls directly through Dialpad Everywhere, a Dialpad widget that you can access on your desktop.

Pivot from conversation to call in a pinch

• Receive calls
• Match against customer profiles
• Automatically log call activities including missed calls, voicemails, and recordings. Call transcriptions (powered by Voice Intelligence™) help capture every word between agent and customer.
• Automatically log SMS

Get real-time agent coaching

• Ramp agents at scale with real-time agent recommendation cards that pop up based on keyword triggers.
• Recommendation cards can include frequently asked questions or troubleshooting steps plus provide a link to their knowledge base, forum, or other resource page.

Additional Resources

• Help Center

FAQs

What functionality is supported with Dialpad + Kustomer?

The Dialpad integration allows Kustomer agents to click to call directly through Dialpad Everywhere. Call details are automatically logged including duration, timestamp, and audio recording. Additionally through the Dialpad Everywhere widget, agents have access to live transcriptions, call controls, and recommendation cards.

Does the Dialpad + Kustomer integration include call & SMS logging?

Every call initiated or received on your Dialpad line will log to kustomer as long as your admin has enabled the integration. In addition to call activity, voicemails, and call recording will also be logged to your customer’s activity history.

However, there is no functionality with SMS messages.

Why don’t I see my recordings logged?

Reach out to our Support Team to make sure your account has recordings export enabled. It is required in order for audio recordings to log to Kustomer.

Which plan types are required for this integration?

To connect both platforms, customers will need to be on the Kustomer Enterprise plan and the Dialpad or Enterprise plan.

Who can use this feature?

Dialpad’s Kustomer integration is available to Kustomer Enterprise customers on the Dialpad Pro and Enterprise plans. It is only accessible through Kustomer using an API key.

Read more in Dialpad’s Help Center.

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Kustomer and Amazon Connect deliver a customized voice experience through personalized IVR trees while increasing your contact center productivity with a single omnichannel support platform for voice, email, text, chat and social messaging.

A voice experience designed around a lifetime of conversations

With Kustomer, your agents are ready for any customer call with the full history of that customer’s actions and conversations across channels—and they can instantly act on information with powerful automation and integrations.

See how HopSkipDrive leverages their Kustomer + Amazon Connect integration to connect with customers across every channel.

Tailored IVR trees with Kustomer data

Data flows seamlessly between Amazon Connect and Kustomer. This means your Amazon Connect Interactive Voice Response (IVR) can be personalized based on data dips into all the information you have stored Kustomer, creating a singular experience for everyone who calls.

Streamline your voice service with smart routing & workflows

Amazon Connect is fully synced with Kustomer’s routing engine, so it’s easier than ever to manage your team’s workload across channels, with sophisticated queues that take into account the agents’ status. In-depth dashboards give you all the data you need on wait and call times, queues and workforce so you can optimize your organization for peak effectiveness.

Powerful features at your fingertips:

• Unified platform for voice and messaging
• Full customer history before agents pick up the phone
• Flexible queueing and routing of voice calls and messaging to available agents
• Multichannel routing for blended agents
• Access to call recordings directly from the customer timeline
• Agent and call statuses are synced between platforms
• IVR trees that can be customized with the caller’s information
• Workforce management and reporting
• Integrates with Amazon conversation bots
• Easy setup: 1-click activation on Kustomer

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UJET offers a holistic platform for voice and chat channels to provide streamlined, personalized customer support. The UJET voice channel has a seamless integration into the Kustomer timeline, enabling your sales and support teams to boost productivity, shorten first call resolution times and deliver a higher level of customer service.

Increased visibility

Using UJET in Kustomer allows your sales and support teams to view, search and report on historical call data in a customer’s timeline. Users can also listen to call recordings and send an email or SMS follow-up all within the same conversation view.

Automated processes

During the call, Kustomer will automatically add events to the timeline to indicate what’s happening. If you are not available, we also add a link to the voicemail (and transcript, if available).

Check out our knowledge base article to learn more.

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Partner With Kustomer
 

Use voice calls to provide more personalized, human support.

Talkdesk is on a mission to empower companies to continuously improve the customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows you to adapt your contact center to the evolving needs of your customers and teams, resulting in increased productivity, customer satisfaction and cost savings.

Integrate Kustomer with Talkdesk to add rich call data to your support application and begin providing more efficient customer service.

Boost Agent Productivity

Save agents the inefficiency of switching between multiple applications with Talkdesk Callbar. Agents will be able to create Kustomer contacts and notes directly within Callbar.

Personalize Every Interaction

See a caller’s full Kustomer timeline by initiating a contact record screen pop directly from Callbar. Agents can use this information to personalize interactions and provide optimal service.

Streamline Agent Workflow

Talkdesk’s automated workflows eliminate manual and repetitive work. Save agents time by configuring Talkdesk to perform actions in Kustomer based on call events.

Two-Way Data Synchronization

Talkdesk automatically synchronizes contacts, notes and more with Kustomer in real-time. When agents have the most up-to-date information, they can better serve customer needs.

Tailor Your Integration

Select what data is synced between Talkdesk and Kustomer according to your business needs. Ensure your systems are populated with the right information for maximum agent efficiency.

Quick and Easy Setup

Effortlessly configure the Talkdesk Kustomer Integration – no programming required! All you need is your Kustomer account information to get started right away.

Check out our knowledge base article to learn more.

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The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.

The Five9 integration to Kustomer combines contact center controls natively in a single, intuitive user interface to capture, view, manage, and share every customer interaction throughout the customer journey. Enterprises of all sizes and industries use the combined solution to utilize the power of real time customer data to drive greater business results – increasing agent productivity and improving customer service.

Single-Pane Agent Solution

Agents no longer have to switch between applications and their CRM to address customer concerns. The Five9 integration offers cloud contact center capabilities that allow your customers to engage with the best agent, at the right time, to deliver the right results for your business. The solution helps you empower your agents to provide a more human customer service experience today’s consumers expect. Five9 provides a single consistent experience optimized for your Kustomer environment, minimizing the learning curve and empowering agents to focus on the customer rather than the screen.

Route Customer Interactions to the Right Resource – Anywhere in the World

The Five9 Intelligent Cloud Contact Center routing capabilities give your company control over inbound interactions including voice, email, SMS, chat, and social messaging apps. With Five9 skills-based routing along with customer information from the Five9 Kustomer integration, you can determine customer intent and route the customer to the right resource to help them continue their customer journey. In addition, these insights are delivered to the agent so they understand customer intent and can begin helping from the first moment of contact.

Seamless Omnichannel Integration

Five9 screen pops blend directly into the Kustomer environment, giving agents a complete picture of each problem before they engage the customer. Five9 also puts the customer’s entire contact history at the agent’s fingertips so they can better understand the customer’s needs and better fulfill their omnichannel expectations across voice, email, SMS, chat, and social messaging apps.

Powerful Outbound Dialer

Integrated into Kustomer, the Five9 solution brings powerful outbound dialer capabilities to your organization. The Five9 Predictive Dialer automates outbound dialing – blending proactive outbound customer calls with inbound phone traffic. Five9 supports predictive, power, progressive, preview, and TCPA manual touch dialing.

Embedded Supervisor Solution

Five9 embeds key supervisor capabilities into Kustomer to make it easy for administrators and supervisors to play an active role in the quality of ongoing operations with agents. Supervisors can now configure events such as time on break or monitor agents and launch the entire Five9 supervisor desktop for more involved situations.

Better Insights

Five9 provides real-time analytics and tracks KPIs on all customer interactions so organizations can see the results of their efforts and better manage staff resources. Contact center managers can create customized reports at regular intervals or on an ad hoc basis in real-time. Agents can understand business expectations and their performance. Supervisors can use real-time data to adjust queues and make smarter, more informed decisions.

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Connect Aircall and Kustomer to manage high call volumes and see all customer inquiries in one place.

Aircall creates powerful cloud-based phone systems for sales and support teams. See how you can use Aircall to manage your team’s VOIP support in Kustomer.

Manage all customer interactions in one place

Aircall allows customer support agents to manage inbound or outbound calls and automatically build a customer profile in Kustomer. When a customer calls through Aircall, Kustomer loads the customer’s timeline for review and creates a note draft to take notes on the conversation. Agents can also see a record of missed calls or voicemails, and add comments to existing calls during or after they are completed.

Get context for every call

Agents automatically get the context of the inbound caller and can record events that happen during the phone call. They can review any previous inbound or outbound customer messages sent through email, text, chat, or Facebook Messenger, all without having to leave the Kustomer platform. Sign up for your 7 day free trial with Aircall.

Resources

• Setup guide
• Support website
• Case study
• Knowledge base article

Develop Your Own Integration With Kustomer

Join our growing community of developers and leverage our extensive documentation and resources to create best-in-class experiences for millions of consumers around the world. Partner with Kustomer