Dialpad: AI-driven, Cloud-native Business Communications Platform

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Craig Walker, CEO
When CEO Craig Walker started Dialpad in 2011, work communications were limited to office phones, call waiting, and the occasional second phone for work. Having built Google Voice, which added flexibility to personal communications, Walker saw significant room for improvement in the business communication space. Crowded cubicles with clunky desk phones, entire rooms dedicated to servers, a mess of wires, and complicated software that required hours of training to get started were on their way out. It was time for a new standard for the business phone.

Contact centers and sales teams also had their own software—leaving IT, legal, and procurement departments struggling to keep up with contracts, implementation, training, and maintenance. For the average employee, they had to work between multiple communication systems for internal messaging, video conferencing, calling, and contact centers. Switching between multiple communication systems is a real pain as these systems are siloed— ripe with inefficiencies, data loss, and more. For “communication” systems, they sure didn’t play nice with others.

With remote work becoming increasingly desirable and massively accelerated due to COVID-19, Craig knew that Dialpad had to be just as effective outside the office. Consequently, the challenge—and the opportunity—became clear: How can businesses get all of these systems and siloed organizations working together from anywhere? The answer: Dialpad—cloud-based telephony, video conferencing, messaging, and contact center platform.

Built for the cloud, Dialpad is a unified communication platform that works on any device. Employees use one application for all business communication—including high-quality calling, video, and chat—to stay productive from anywhere. “The Dialpad philosophy right from the beginning was to ‘make business communication as simple as possible.’ That’s why despite having an integrated, unified communication platform with tons of features (sounds complicated, right?), Dialpad is as easy to use as sending a text or making a call on your smartphone,” says Walker.


The Dialpad philosophy right from the start was to ‘make business communication as simple as possible

This is coupled with the ease of management, simple deployment, and integrations with other cloud services. As a result, Dialpad eases the burden on IT and management teams.

Powerful AI technology is embedded across all Dialpad products to enable users to get more value from their calls and meetings. Capturing every interaction, providing coaching, analyzing sentiment and action items in real-time, Voice Intelligence (Vi) drives better calls, meetings, and greater productivity. Now, companies can quickly see what’s working and what needs help to deliver better business outcomes.

Many customers have taken advantage of Dialpad’s Vi features. MarketStar, a global sales, and marketing outsourcing company, uses Dialpad’s Real Time Assist (RTA) feature to ensure their 1400 employees are never at a loss for words while on a call with a prospective client. Triggered by keywords or phrases like a competitor’s name, RTA provides battlecards that pop up in real-time. This gives their reps the information they need to offer competitive analysis or handle any objections without missing a beat.

Other companies have enjoyed the integrations that Dialpad offers. For instance, Crunchbase uses Dialpad to better engage with customers. With integrations to Salesforce, they can easily see customer information—increasing their overall productivity by 30 percent.

In a nutshell, Dialpad is a smarter way to work. They continue to build a pivotal platform for today’s modern, hybrid workforce—empowering people and teams to be more efficient, effective, and engaged from anywhere in the world.

Company
Dialpad

Headquarters
San Francisco, CA

Management
Craig Walker, CEO

Description
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls—anywhere, anytime. Built for the cloud, the company is a unified communication platform that works on any device. Employees use one application for all business communication—including high-quality calling, video, and chat—to stay productive from anywhere. The company’s products span video meetings, cloud call centers, sales coaching and dialers and enterprise phone systems. More importantly, powerful Ai technology is embedded across all Dialpad products to enable users to get more value from their calls and meetings