This week Dialpad announced the evolution of its “TrueCaaS” strategy, using the phrase “AI-Powered Customer Intelligence.”
The company had been using TrueCaaS to describe its single cloud software stack that can deliver Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS).
One of the primary benefits of a converged platform is having a single data lake with which to perform analytics to make business decisions. Most communications vendors offer UCaaS or CCaaS and then partner for the other capability. Dialpad is one of the few that has built a single, cloud native stack to deliver both.