About Dialpad at IU

Dialpad is a cloud-based contact center solution designed for communicating with a high volume of contacts through multiple channels of communication, such as voice, web chat, email, SMS and social media. Dialpad provides a broad set of features to help contact centers deliver consistent client service, optimize their resources, and improve the customer experience.

Dialpad provides:

• Advanced call routing based on caller ID, DNIS (number dialed), location, time of day, and agent skills.
• Live monitoring or call recording for quality control.
• Custom queue announcements.
• Detailed reporting.
• Auto transcription.

UITS offers Dialpad as a service to Indiana University departments that need a comprehensive, multi-channel contact center solution.

The Dialpad workspace can be accessed in any supported browser, or with the Dialpad app. As the CCI team's ability to support the app is limited, the recommended way to use Dialpad at IU is in a supported browser.

To learn more about using Dialpad for your contact center, contact the IU Dialpad administrator at telcoadm@iu.edu.

If your team already uses Dialpad and you need access, ask your contact center manager to request a user account for you.

For more about the move from CIC/PureConnect to Dialpad, see About the CIC to Dialpad migration.