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Los Angeles Pacific University Turns to Dialpad for Contact Center Switch

August 06, 2021

By Luke Bellos - Editor, Virtual PBX

Cloud contact center solutions provider Dialpad recently announced a new business relationship with Los Angeles Pacific University, as the online institution attempts to improve service quality for students and alumni.

Because LAPU is a web-based university program, the need for high quality digital technology is especially important for students working offsite in remote locations. While the university’s technology is up to par for educational purposes, communication infrastructure is far beyond, prompting the administration to turn to Dialpad for a complete overall of the current call system.

“The old system was not user-friendly, did not provide basic analytics and its automated routing did not work well — always trying to find agents and often routing calls to the wrong departments,” Anthony Guerrero, Systems Administrator, Los Angeles Pacific University. “Dialpad is clean, easy to set up, customize and use. Agents can chat, send SMS text messages or start a video meeting, all in one place. We can also now see data reporting and analytics through one platform for the entire organization.”

As part of the infrastructure upgrade, the university is utilizing a number of other solutions that take a simplified approach to connect facilities and students, using Dialpad for Education to create an omni-channel application for multiple communication avenues. Dialpad Voice Intelligence also enables LAPU to take advantage of AI-powered resources to automate services and gain insights for improved services.

“Today’s forward-thinking organizations like Los Angeles Pacific University are future-proofing contact center operations with AI-powered cloud solutions from Dialpad.” said Craig Walker, CEO, Dialpad.“We are excited to be the foundation of LAPU’s customer and student support operations with a flexible solution to help the university grow and its students progress their education careers.”

Edited by Luke Bellos



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