Dialpad QA

Dialpad QA is an add-on to the Dialpad contact center solution, focusing on call quality review and agent performance. It transcribes calls in real time, letting QA teams search for keywords or phrases. A sentiment analysis tool flags potential escalations. Supervisors can create scorecards for greetings, compliance, and resolution steps. Dialpad QA’s live coaching mode allows a manager to quietly guide an agent mid-call. By bridging transcription, sentiment, and embedded coaching, Dialpad QA suits contact centers wanting an all-in-one voice analysis plus real-time assistance tool.