The Transformation of DialPad: An AI Innovator

Innovation is something no company can afford to overlook in today’s world. We’re living in an environment where workplaces are evolving at break-neck speed, and customer expectations are growing ever-more advanced. The only way to survive is to digitally transform.

Here at UC Advisor, we’re committed to not only helping companies find the technology they need to unlock new opportunities for growth, but also to making transformation more accessible for everyone. That’s why combine our Transformation Fund with tools to help you assess and understand some of the major market leaders in the technology industry: like Dialpad.

Dialpad has truly transformed the communications landscape in the last few years. As a company dedicated to constant innovation and evolution, it’s constantly releasing new features and tools designed to empower the companies of today and tomorrow. In fact, the company recently celebrated crossing the milestone of $200 million in annual recurring revenue.

Let’s take a closer look at how Dialpad has transformed in the last couple of years.

About Dialpad: Unlocking the Power of AI

Dialpad is a world-leading software company, focused on the areas of unified communication, customer experience, and contact center technology.
What sets this company apart from other vendors in the UCaaS and CCaaS space is its focus on bringing cutting-edge technology into the everyday communication suite. In the last year alone, Dialpad has won a number of awards for its AI-powered products and services. In fact, it was named a G2 leader in 8 categories – the only vendor in its industry to achieve such a result.

Dialpad designs fully unified, and truly ground breaking products, powered by the most advanced artificial intelligence algorithms in the world. Its mission is simple: to make it easier for teams of all sizes to call, message, communicate, and support their customers.
This year, Dialpad has quickly emerged as one of the market leaders in the generative AI landscape, building a host of new algorithms into its existing platforms, already supported by natural language processing and machine learning.
Notably, Dialpad also has a strong focus on ethical responsibility, with its own “Dialpad for Good” program, designed to help startups, minorities, and non-profit programs.

Dialpad’s AI-Powered Solutions

Dialpad’s product portfolio has come a long way in recent years. The company prides itself on pushing out new product releases and solutions faster than any other vendor in the industry. From new integrations and features, to acquisitions, the brand is constantly growing.

Here are some of the core components of the Dialpad portfolio:

AI-Powered Customer Engagement

Dialpad is bringing artificial intelligence to the customer experience landscape like never before. The comprehensive “Dialpad Customer Engagement” platform includes a variety of tools designed to reinvent how customers, agents, and teams connect.

Like all of Dialpad’s solutions, the Engagement platform leverages powerful AI tools, to create amazing user and customer experiences, without the need for modelling and training. It also supports agents with a single platform for all conversations, and access to anytime, anywhere services.

Solutions include:
• The world’s most advanced AI contact center: Dialpad is improving agent productivity and driving the way for stronger customer relationships across omnichannel environments with its AI-driven contact center. The solution even includes generative AI coaching tools and self-service solutions created to minimize customer and agent effort scores.
• AI sales tools: Dialpad’s range of innovative AI sales tools help to ensure business leaders, managers, and supervisors can support reps during calls, and within post-call reviews. Options range from AI-powered assistance during conversations, to live coaching and real-time transcriptions for every conversation.
• Collaborative tools: Dialpad brings the power of collaboration back into the contact center with a unified environment where everyone can meet, share experiences, and support customers. The solution integrates with messaging, web, and social channels.

Dialpad’s solution also includes access to customizable virtual agents for self-service, powered with generative AI, and the incredible AI CSAT solution, which helps businesses to keep their fingers on the pulse of customer satisfaction, without having to rely entirely on survey results.

Dialpad Business Communications

Keeping teams connected and aligned has never been more important in today’s age of distributed work. With Dialpad, companies can keep their workforce synchronized, and empower staff members to accomplish more with the world’s leading innovative tools.
The Dialpad Business Communications platform combines an intelligent phone system with infinite flexibility and scalability, with AI innovations. The easy-to-use solution also includes:
• AI messaging: Easily empower collaboration with a convenient app for messaging, sharing files, whiteboarding, and more. Ensure every team member can access the data and support they need to thrive in the new age of work.
• AI meetings: Instantly connect teams around the globe in a single click. The Dialpad meeting platform instantly transcribes calls and tracks action items, to keep staff members on the same page. It also automatically sends call summaries to user inboxes.
• Integrations: Make communications truly unified with Dialpad’s open ecosystem. Dialpad can integrate with leading solutions like Zendesk, Salesforce, and Google Workspace. Plus, companies can instantly connect their AI sales and contact center tools to the UC platform.

Dialpad’s Communication solution also promises a 100% uptime SLA – the best in the business, alongside real-time analytics for managers and admins. This ensures every team can maintain complete visibility into call volumes, usage, and adoption rates across global offices.

Dialpad AI Platform

Behind-the-scenes insights powered by AI are one of Dialpad’s specialties. The Dialpad AI platform is a comprehensive collection of tools, which brings all of Dialpad’s innovative tools together into a customizable ecosystem. The solution includes built-in speech recognition and natural language processing, to deliver insights and automations throughout employee and customer experiences.
Powerful solutions built into the technology include:
• Real-time recommendations: Empower agents instantly with real-time AI coaching and AI-suggested answers powered by generative AI. This helps every professional to answer questions and resolve issues faster, without supervisor support.
• Predictive CSAT: The predictive customer intelligence tools within the Dialpad platform use models to track customer sentiment, and intent across channels like voice and text. This provides businesses with a predictive score of their CSAT levels at all time.
• Sentiment analysis: Track real-time sentiment analysis and share insights with agents in the moment, to help improve business opportunities. The Dialpad platform can even use sentiment to help companies deliver more personalized experiences to every customer.
Dialpad’s platform also includes solutions for creating bespoke automated workflows, reducing the workload on employees, and using built-in digital deflection methods. There are also intelligent routing tools, with built-in relationship views to preserve context throughout the customer journey.

The platform is also the only one in the industry to offer live coaching for sellers and professionals at every step. Supervisors can find coachable moments at a glance with insights into real-time rep activity through leaderboards and analytics. Plus, employees can capture, review, and archive histories, to take training and improvement into their own hands.

The Latest Developments in the Dialpad Ecosystem

For some time now, Dialpad has focused on developing its position as the leader in the AI-driven communications landscape. Not only does it have the most accurate transcription engine on the planet, but it’s also one of the core market leaders investing in generative AI to boost productivity and minimize inefficiencies in the modern workplace.

One of the most exciting new developments in Dialpad’s recent 12 months of AI initiatives, was the introduction of the “AI Scorecards” feature in May 2023. Powered by Dialpad AI, these scorecards eliminate the need for manual quality control, time-consuming call reviews, and subjective agent grading. The solution provides an accurate and complete view of team performance.

It also provides businesses with the opportunity to easily create and customize scorecards for agents with pre-built, custom, or templated questions. The company also announced its new AI coaching hub this year, as a single source for all training and coaching requirements during calls and post-interaction quality assurance processes.

The coaching hub makes it easy to spot trends in the workplace, and find opportunities to improve performance in any organization, building on Dialpad’s Scorecard and AI CSAT solutions.

Earlier this year, Dialpad also announced the introduction of its AI Recap feature, which harnesses the power of ChatGPT generative AI to create bite-sized summaries of every call and meeting. This tool helps businesses to stay on top of calls and meetings, track progress, and act fast.

What’s Next for Dialpad?

Looking forward, Dialpad plans to continue its investment in the AI landscape, exploring ever more exciting ways to bring generative AI and other intelligent algorithms into the business workflow. The company is continuing to build out on its AI contact center, sales, voice, meetings, and messaging solutions, with the aim of becoming the most comprehensive AI platform builder around.

On top of that, Dialpad is continuing to expand the reach of its platform, with API solutions and integrations for some of the most powerful tools in the market. The solution already offers native integrations with tools like Copper CRM, ServiceNow, and WebHID. Plus there are integrations available for Microsoft Dynamics, Salesforce, and countless other tools.

With its strong focus on innovation and artificial intelligence, Dialpad is sure to change the way we all look at communication in the years to come.
If you need help deciding whether Dialpad is the right technology vendor for you, check out our comparison matrix, or contact the UC Advisor team. If you’re struggling to find the funding you need to invest in digital transformation, reach out for insights into our amazing Transformation grant.