As you can imagine, phone calls can originate from one state and call another state.

However, there are a sufficient number of states that require two-party consent and that would require all recordings to be announced. are one-party consent states, which means that recording is permitted if at least one of the parties on the call initiates the recording. We also offer live call alerts to help managers keep a pulse on their call center, and get alerted on things such as service levels dropping, no agents on duty, or hold queue limits being reached.īest of all, all of our metrics are updated in real-time, so you never need to question whether the data you’re looking at is accurate and up-to-date. Our call analytics allow for managers to spot conversation trends through keywords mentioned in the calls, so insights can quickly be turned into action for better call strategy.

While Zendesk Talk offers high level call center dashboard metrics for queue and agent activity (which we also provide), Dialpad Ai isn’t a part of their platform, so many of the insights will remain at a basic level.ĭialpad is powered by Dialpad Ai, so managers can view comprehensive call summaries of their agents’ calls, complete with voice transcription and moments that happened in the conversation (such as positive/negative sentiment, manager intervention and request for a cancellation or refund).

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