Deal to offer intelligent omni-channel support
Dialpad has acquired Koopid with the aim of bringing comprehensive omni-channel support, including chat, messaging, self-service and social media, to Dialpad Contact Centre.
Koopid will seamlessly integrate with Dialpad Voice Intelligence to optimise CX through easy-to-use digital engagement and empower brands to differentiate with personalised customer service.
Craig Walker, CEO, Dialpad, said: “The Age of the Customer has transitioned into The Experience Age where the customer, employee and end user experience is now the great differentiator. Experience is what matters most and it needs to be mobile-friendly and remote-work functional to meet customers on their terms, and meet people where they work.
“The legacy on-premises providers, along with the first generation of cloud platforms, curb their customers’ ability to meet the rapidly changing needs of the modern consumer. Koopid digital engagement technology, as well as our recent acquisition of Kare Knowledgeware, will help Dialpad lead this industry from the front with innovative solutions for the complexities of tomorrow.”
Dr. Venky Krishnaswamy, CEO and co-founder of Koopid, added: “Koopid is thrilled to join Dialpad, the fastest-growing and most innovative company in the combined Unified Communications as a Service and Contact Centre as a Service space.
“The contact centre software industry is wide open for disruption and will be led by only the most forward-thinking organisations offering complete, cutting-edge solutions. We anticipate a bright future together and look forward to leading CCaaS innovation as part of the Dialpad team.”
The Koopid CX platform enables brands to deliver a modern, connected and personalised customer experience within and across all digital channels. Koopid technology simplifies customer-to-company engagement and offers a broad spectrum of channels, empowering the customer to initiate contact through any channel. The AI-powered conversational platform orchestrates conversations across all channels, maintains and monitors key details through the interaction, including intent and delivers a full contextualised view to the agent. The infusion of Koopid’s omni-channel technology with Dialpad AI will offer companies a 360-degree view of customer interactions and synchronise conversations across all channels to boost CX by eliminating account detail repetition by the customer.
According to Metrigy’s Customer Engagement Transformation 2021-22 research study, the use of digital channels is growing rapidly with more than 72% of companies employing at least four customer interaction channels.
Additionally, nearly 50% of companies buy their voice and digital channels from the same provider. Koopid technology will integrate seamlessly within the Dialpad platform and expand its truly unified Communications as a Service (TruCaaS) experience.
With a TruCaaS solution delivered through a single pane of glass, and customer engagement all on one cohesive platform with AI at its core, Dialpad helps companies simplify business communications and collaboration.