Case Study: InfoTrack achieves seamless cloud contact center support with Dialpad

Dialpad supercharges InfoTrack’s contact center in the cloud

InfoTrack, a legal software solutions company, needed to modernize its contact center and support email, chat, and phone service while shifting to remote work during the COVID-19 pandemic. Its on-premises phone systems could no longer support a work-from-anywhere model, so InfoTrack turned to Dialpad to keep customer support running smoothly from any device and location.

Dialpad implemented its cloud-based Dialpad Talk, Dialpad Contact Center, and Dialpad Sell platform, with Salesforce integration, Voice Intelligence, real-time dashboards, and analytics. The move was fast and seamless, enabling InfoTrack to continue serving customers without disruption, analyze call volumes for better staffing, and improve training and quality management through real-time transcripts and call summaries.

InfoTrack

Fernan Kalaw

Director of Customer Support