The Problem

Sales and Support teams often struggle with fragmented call logging processes and a lack of real-time insights into customer interactions causes delays and communication inefficiencies impacting ability to deliver quality service.

Results

Dialpad’s advanced calling features, including click-to-call, real-time transcription, and AI-powered analysis, present a solution when integrated with Salesforce, therefore optimizing and speeding call management and drive customer satisfaction.

Dialpad Integration – Objective, Challenges & Solutions

Objective

The objective of integrating Dialpad with Salesforce is to enable efficient call management directly within Salesforce, enhance data accuracy through automated call logging and transcriptions, and empower sales and support teams with AI-driven insights.

This integration supports more informed, real-time customer interactions and improves team productivity by reducing manual tasks and consolidating communication data within a single platform.

 

Challenge Highlights
  • Scalability for High Call Volumes: Configuring the integration to handle large call volumes and support global teams efficiently without performance issues.

  • Real-Time Data Integration: Ensuring synchronization between Dialpad and Salesforce to ensure that call logs, transcriptions, and insights update in real time, providing teams with accurate, actionable data.

  • Enhanced Calling Features Adoption: Users should fully utilize Dialpad’s advanced calling features, such as click-to-call, AI-driven sentiment analysis, and live coaching, to improve customer interactions and maximize the integration’s value.

The Solution
  • Native calling: Click-to-call and enable power dialer mode directly in Salesforce with Dialpad.

  • Automate Call Logging: Set up automatic call logging to reduce manual entries, ensuring that customer data and interaction histories are consistently captured within Salesforce.
  • Configure Real-Time Data Synchronization: Set up automated data flows between Dialpad and Salesforce to ensure all call logs, transcriptions, and insights update instantly, maintaining consistent and reliable data.
The Results: Impact on Process
  • No manual activity tracking: Automatically log inbound and outbound calls, voicemails, recordings, SMS messages sent or received.
  • High-Velocity Sales: Improve productivity by allowing calls to be triggered from a cadence and mark call tasks as complete post-call. Sellers can branch sales cadences based on dispositions logged through Dialpad.
  • Powerful Ai built into everything: By enabling the Dialpad Everywhere Widget in Salesforce, you can access powerful Ai tools to reduce agent friction and create the best customer experiences.

What Our Client Say…