Case Study: Ace achieves a seamless remote call center transition with Dialpad

Ace Enables a Remote Call Center with Dialpad

Ace, a multi-trade home services company in Central Florida, needed a more capable call center platform after its old Comcast VoiceEdge setup couldn’t support live monitoring or provide useful agent activity data. The limitations made it hard to manage operations efficiently, especially for the call center environment.

Ace implemented Dialpad Talk and Dialpad Contact Center across four departments, and Dialpad helped the team quickly shift to work-from-home during a COVID-19 outbreak. The company reported a smooth, rapid transition that helped contain virus spread and keep the business running, while Dialpad’s Voice Intelligence, sentiment analysis, and analytics are expected to drive labor savings and improve efficiency so Ace can handle more volume with fewer agents.

Ace

Jeff Denefrio

Call Center Manager