Case Study: AER Technologies improves call performance with Dialpad

How call recording helps AER Technologies’ agents improve their performance

AER Technologies needed a better way to manage customer service calls because its reports didn’t match up, and it had no reliable way to review agent interactions. Using Dialpad, the company gained call recording, real-time analytics, and transcription capabilities to replace inconsistent manual reporting and improve QA for its contact center agents.

Dialpad implemented call recording, automatic transcriptions, QA scorecards, and wallboards, giving AER Technologies clearer visibility into performance and call quality. As a result, the team could review calls more effectively, support agent coaching, and answer more calls while reducing abandoned calls—the abandon rate dropped by about 13% in the first month alone.

AER Technologies

Daniel Murillo

Customer Service Supervisor