Dialpad Adds New Digital Channels and Virtual Agent Support

Sandra Radlovački

The new release aims to drive omnichannel customer experiences

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Dialpad Adds New Digital Channels and Virtual Agent Support

Dialpad has added new digital channels and virtual agent support to its AI Contact Center.

With this release, the company aims to “set a new standard in omnichannel support and intelligent customer assistance” for contact centre solutions.

Craig Walker, founder and CEO of Dialpad, said:

“Dialpad is delivering game-changing AI across every mode of employee and customer communications at an unprecedented pace with smart virtual agents and intelligent omnichannel that work out of the box. This puts our AI Contact Center in the leadership position with a multi-year headstart on the competition.”

“Powered by the industry’s only wholly-owned and truly unified communications as a service (TrueCaaS™) platform, Dialpad is poised to help businesses realize their true potential by completely disrupting the contact center status quo.”

Dialpad’s digital channels will allow organisations to drive omnichannel customer engagement across channels such as Twitter, Facebook, Instagram, and messaging platform including WhatsApp, Facebook Messenger, and Twitter Direct Messages.

The addition of virtual agent support will alleviate the pressure on agents and give them more time to take calls while the virtual support guides customers through digital self-service options.

Dialpad was valued at $2.2 billion with the latest funding round in December 2021. This was shortly after it made a couple of acquisitions, in the form of Koopid and Kare Knowledgeware.

It also partnered with Google to list its unified communications and contact centre solutions on the Google Cloud Marketplace.


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