Dialpad - Industry Ebook [ Financial Services and Insurance]

Here’s how Dialpad can help financial services and insurance companies like yours. FINANCIAL SERVICES AND INSURANCE Industry Insider Fast A single app for all communications — contact center, talk, messaging, and meetings — makes training and everyday use quick and easy. Successful Empower agents with Voice Intelligence AI integrated throughout the agent experience, providing instant answers, live coaching, sentiment analysis, and real-time transcriptions. Efficient Streamline workflows and leverage your existing See how our partner Dialpad tackles challenges in the financial services SaaS investments through integrations with your and insurance industries. From big-picture problems, to the specific favorite business applications. needs of a customer experience VP, Dialpad has it covered. Dialpad’s unified communications and contact center platform helps your teams create better relationships and drive more sales. Keep reading to learn how Dialpad could help a customer experience VP delight customers.

The Big Picture Dialpad lets you make phone calls, have video meetings, send Make the most SMS/MMS messages and instant messages, and more, from one of rich data intuitively designed app with a cohesive user interface. The Challenge: Managers and CX leaders need to properly access and use insightful information to make smart business decisions. The Solution: Dialpad’s analytics helps optimize Stay one step ahead a call center’s performance to meet KPIs and The Challenge: CX leaders and managers need to be get ahead of the competition. From call proactive when it comes to customer satisfaction. volume patterns, to average speed-to-answer, The Solution: Dialpad’s AI models weave customer to hold queue metrics and more, Dialpad’s sentiment and intent signals seamlessly across easy-to-scan dashboards give managers channels like voice and text into a real-time detailed insights into agent activity predictive CSAT score. Managers get insights and performance. on how their customers are feeling and can leverage real-time sentiment tracking to provide agents with instant opportunities to improve customer satisfaction. Easily scale up or down The Challenge: Call center admins and managers Coach every call need a flexible solution to handle quick onboarding and offboarding according to business needs. The Challenge: Supervisors need to oversee multiple agents The Solution: Dialpad lets you set up agents in or teams effectively. different time zones, add and remove users, manage call The Solution: Dialpad's Voice Intelligence technology forwarding numbers, and more. Admins can set up provides real-time transcriptions for calls and analyzes call their contact center teams and assign phone numbers sentiment, which allows supervisors to scan transcripts and without purchasing hardware. Dialpad works across keep an eye on how calls with all agents are going at all existing devices and allows admins to manage their times. Dialpad provides real-time coaching and sales own contact center easily and efficiently. recommendations. Coaching Groups allows sales managers to listen in on calls, provide advice, and take over when needed.

The Close-up How Dialpad Solves Sarah’s Challenges See how a customer experience VP at a financial services company ensures customers get top-notch service. Actionable Insights Dialpad’s built-in analytics shows metrics from call volumes and abandoned calls to average speed-to-answer. With these insights, Sarah’s team can understand where the gaps are, fine-tune their strategies, and give customers the best possible service. Coaching Tools Leaderboards and live call views instantly uncover coachable moments. From there, managers can hop right into the call to help out. Agents are empowered with AI-suggested answers to customer questions, and intelligent recommendations that help solve customer issues without supervisor support. SARAH WILLIAMS VP, Customer Experience, FinMaze DIY-level Ease of Use Sarah needs to ensure her company’s contact center is running With Dialpad, supervisors can do all the day-to-day tasks, smoothly and providing customers with excellent service. like adding and removing users, managing phone numbers, seeing analytics, and more — all from the online dashboard Her Goals: Her Challenges: with just a few clicks. No IT help needed. - Ensure agents are well-trained and have - Can’t be everywhere at once to take the tools they need advantage of coaching moments - Make it easy for managers to track - Difficulty accessing clean reports, reporting performance and provide support takes too long, and is too manual when needed - No way to capture customer and - Provide easy access to actionable data competitor insights LEARN MORE ABOUT DIALPAD