Powering Your Systems with Dialpad Capabilities
Smart CTI Connector — Dialpad Call Controls In Any Business System
Your agents work in EPIC, or CRM. Smart CTI Connector brings Dialpad’s call controls directly into those systems — so agents never have to leave the screen that matters to handle the call. As a powerful Dialpad CTI connector and Dialpad CRM integration solution, it extends Dialpad capabilities directly into the systems where work actually happens.
17+
Years of Expertise
350+
Deployments in 20+ Countries
90%
Customer Retention Ratio
Dialpad Telephony Inside
EPIC, CRMs, Where You Want
Your agents don’t work in Dialpad — they work in the systems your business runs on. Smart CTI Connector embeds Dialpad’s full call controls directly inside EPIC or CRM. The call comes to them. Not the other way around. This Dialpad telephony integration enables organizations to extend their Dialpad contact center integration strategy directly into their core business systems.
Native embedding to answer, hold, transfer, and wrap up without switching screens
Automated screen pop surfaces the right patient, member, or customer record the moment the call connects
One screen handles the call and the work — simultaneously
Automated Screen Pops
That Know Who's Calling
Caller identification isn’t a courtesy for regulated businesses — it’s a compliance requirement and a trust signal. Smart CTI Connector matches every inbound Dialpad call to the right record automatically, surfacing it inside your primary system before the agent responds. As part of a seamless Dialpad CRM connector deployment, customer information is available the moment the interaction begins.
Instant record match on every inbound call — patient, member, account holder, or vehicle owner
Single, multi, and no-match screen pop logic handles every scenario cleanly
Agents arrive at the record informed — not mid-search
Every Call Action. One Click.
Every manual step between a call and its resolution is a second the customer notices. Smart CTI Connector reduces the entire call workflow — logging, dispositioning, transfers, and follow-up — to single actions inside the system your agents already have open. This Dialpad CTI integration helps agents resolve interactions faster while ensuring customer records remain accurate and complete.
- One-click call logging, wrap-up, and disposition — directly inside EPIC, your CRM
- Click-to-dial from any record — no number copying, no switching to Dialpad
- Automated call logging eliminates after-call data entry entirely
Built for the Workflows Regulated Industries Actually Run
An EPIC patient follow-up, a CRM fraud escalation, and a service appointment confirmation shouldn’t follow the same process. Smart CTI Connector supports custom screen pop flows and CRM workflows mapped to your specific call types. Whether you’re implementing a Dialpad CRM integration or a broader Dialpad contact center integration, workflows can be tailored to match operational requirements.
- Custom screen pop workflows mapped to call type — clinical follow-up, card dispute, warranty inquiry, and more
- Integrated call disposition and wrap-up flows aligned to your existing system workflows
- Supervisor tools built in — barge, monitor, and agent state management without leaving the interface
Omnichannel — Without Adding Another Screen
Voice is on one channel. Your patients and customers use others. Smart CTI Connector extends Dialpad’s omnichannel capability into your primary workspace — so agents handle voice, chat, and email interactions from the same interface, with the same contextual data in view. This Dialpad telephony connector keeps every interaction connected to the systems your teams already use.
- Omnichannel connectivity for voice, chat, and email — all within your existing system interface
- Consistent caller context across every channel — no data gaps between interaction types
- Agents stay in one workspace regardless of how the customer reaches you
Connect Once. Extend
Across Your Entire Tech Stack.
Smart CTI Connector doesn’t stop at your primary CRM or EHR. It extends Dialpad’s reach across your full technology stack — surfacing complete caller context from every system your business depends on, without asking agents to open any of them manually.
Additional third-party integrations beyond your primary system — ticketing, knowledge base, reporting, and more
Global and team-level performance statistics visible directly within the agent interface
Productivity add-ons — case management, knowledge base, dashboards — available within the same connected workspace
Our Featured Integrations
Ready to uplevel your customer experience and convert more leads?
Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals.
