Dialpad has released its new-look CCaaS solution: Dialpad Support.
Previously called the Dialpad Ai Contact Center platform, the next evolution of the offering adds several “practical AI” solutions.
According to the vendor, these tools aim to help contact centers “of all sizes” combat their most pressing problems.
Perhaps the most notable solution is its Ai Agent, a customer-facing virtual agent that leverages generative AI (GenAI). Dialpad claims this can deflect 50 percent of customer queries with just two weeks of training.
Moreover, the provider offers a proprietary LLM in a bid to enable greater accuracy of response and differentiate from competitive offerings.
Dialpad has trained the LLM on over seven billion minutes of business conversations to ensure that accuracy and limit hallucinations.
The new-look platform also provides a virtual assistant for agents, a workforce engagement management bundle, and a reporting solution.
Before introducing those, Vincent Paquet, Chief Product Officer at Dialpad, noted: “Dialpad Support represents a significant leap forward in how businesses approach customer communications.
By harnessing the power of our native AI capabilities, we’re not just improving efficiency – we’re transforming the entire support ecosystem to benefit agents, managers, and customers alike.
Delivering in-house, native AI is a core differentiator for Dialpad in the contact center space.
Indeed, most rivals rely on AI updates from partners, like Google. Yet, Dialpad gains greater control over its roadmap and integrations by delivering AI of its own.
As such, it faces fewer constraints in creating a CCaaS platform that matches its ambitions.
Dialpad Support reflects these ambitions with innovations like the new Ai Assistant, an agent-facing virtual assistant that summarizes answers across contact center knowledge sources.
Another new solution is Launchpad, a reporting dashboard that provides a concise view of each agent’s and team’s performance.
In doing so, it may funnel metrics from Dialpad Ai Scorecards, an automated quality assurance (QA) solution that scores every customer conversation.
From there, the offering spotlights individualized improvement and recognition opportunities.
Alongside this QA solution, Dialpad offers a new workforce management (WFM) platform, which stems from its acquisition of Surfboard last month.
Now, Natasha Ratanshi-Stein, Founder of Surfboard, is excited to offer Surfboard’s capabilities – encompassing forecasting, scheduling, and reporting tools – to Dialpad’s broader customer base.
“Bringing Surfboard’s workforce management capabilities into Dialpad Support opens up exciting possibilities for customer service teams,” she said.
By combining our scheduling and forecasting tools with Dialpad’s practical AI, we’re giving support teams the right tools to do their best work – ultimately leading to happier customers and teams.
The complete Dialpad Support solution will be available to existing customers and prospective buyers starting Tuesday, November 19.
A New Dialpad, Beyond CCaaS Alone
Alongside Dialpad Support come Dialpad Connect and Sales, which complete its new-look portfolio.
Dialpad Connect is its rebranded UCaaS offering. Previously, Dialpad didn’t give this a holistic platform name. Instead, it bundled solutions like Dialpad Meetings and Talk. However, Connect may help simplify its UC products for buyers.
Meanwhile, the Ai Sales solution Dialpad launched in August is now Dialpad Sales.
With this portfolio, Dialpad offers a more comprehensive enterprise communications platform that’s clear-cut for customers.
For Fabrice Della Mea, Senior Director of Product at Dialpad, that’s crucial. In a blog post, he noted:
The new names of our products are all based on what they help our users to do.
“Dialpad Support is about helping our businesses do an amazing job at supporting their own customers. And all that crazy cool Ai we’ve built in natively is focused on that one goal—creating a delightful support experience.
“And yes, we’re changing the names of our other products as well for the same reason.”
Dialpad Makes a Surprising Admission…
Dialpad’s innovation cycle has slowed since 2023, when it announced its intention to launch 12 AI solutions in 12 months.
That initiative lasted from April to November 2023, when it petered out. From then until August 2024, Dialpad didn’t announce any notable new solutions.
Now, it has made a surprising admission as to why. Indeed, Della Mea wrote:
We’ve realized we got a little bit too excited about the technology—the Ai and the amazing features we’ve built—and got distracted from our real mission.
“Our Ai, our products, and everything we do, is all about supporting our users, and helping people, every day, have the tools to be better at their work.”
The new-look Dialpad portfolio is built with this mission in mind.
Its launch follows news in October of Dialpad surpassing the $300MN in annual recurring revenue (ARR) milestone.
Meanwhile, it featured in the UCaaS Gartner Magic as a visionary. Although, Dialpad didn’t crop up in the latest CCaaS edition.
Some may question: why? After all, Gartner itself notes Dialpad as one of the 11 most prominent vendors in the CCaaS Space – according to a Peer Insights report.
It’s likely because it didn’t offer first-party WFM capabilities. Yet, adding such a module to Dialpad Support may help the vendor feature in 2025.
