Collaboration aims to boost fan experience
Dialpad’s Cloud Contact Centre has been selected by Cricket Australia to improve its customer and fan experience.
Cricket Australia, the national governing body for the game in Australia, helps procure and deploy technology for all state and territory associations.
The organisation chose Dialpad to ensure call centre operations run smoothly for its members, including Western Australian Cricket Association (WACA) and South Australian Cricket Association (SACA), especially during peak season.
Prior to Dialpad, Cricket Australia experienced consistent system outages and reliability issues. The organisation’s previous provider could not handle the volume of calls, impacting members’ ability to renew their memberships or book hospitality experiences.
Dialpad’s unique split-cloud architecture, with a strategically located data centre in Sydney, helps ensure Cricket Australia’s customer support team stays connected, no matter where they are. With Dialpad, Cricket Australia has a platform that grows with them and is well-equipped to provide superb customer service to fans across Australia.
Murray Newham, Senior Manager, Cloud Platforms, Cricket Australia, said: “We looked at four or five different solutions and Dialpad was the clear standout. From the modern interface to the built-in Voice Intelligence (Vi™) and granular analytics, Dialpad delivers a completely unique experience.
“All of our states and territories work in Microsoft 365, so the fact that Dialpad has a direct routing integration for Microsoft Teams, was a huge factor in our decision as well.”
Gerard D’Onofrio, Australia Country Manager, Dialpad, added: “The growing Dialpad team, from Sydney to Melbourne, are huge supporters of Cricket Australia and we are thrilled to support them as they look to modernise their tech stack.
“We’re excited to see the difference Dialpad makes for fans and help deliver on Cricket Australia’s vision to make cricket the country’s favourite sport.”
Dialpad for Microsoft Teams is a cloud-native direct routing integration that seamlessly connects Dialpad’s enterprise-grade telephony features and award-winning Vi capabilities into the Microsoft Teams native environment. This integration provides Microsoft Teams users, like Cricket Australia, with real-time transcriptions, robust analytics, in-call coaching and intelligent conversation insights during every call made within Teams.