Tag: Dialpad

Dialpad Introduces AI-Powered Customer Intelligence

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.

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Dialpad Introduces AI-Powered Customer Intelligence

Dialpad Brings Enhanced AI to the Contact Center

ForgeRock Intelligent Access Trees Simplifies Access Management

Customer experience (CX) is now the top brand differentiator and outweighs price, product quality and all other factors. An interesting data point from ZK Research is that last year two-thirds of millennials changed loyalties to a brand because of a single bad experience.

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Dialpad Brings Enhanced AI to the Contact Center

Dialpad adds agent empowerment to its portfolio of contact center AI capabilities

Dialing customer service concept

Dialpad Inc. Monday announced several new artificial intelligence capabilities for its contact center solution.

The new features fall under the suite name of “Agent Empowerment” designed to make contact center supervisors, managers and agents more productive by equipping them with tools that directly lead to better customer experience. CX improvement has been a top initiative for contact centers, since customer experience is now the top brand differentiator and many customer interactions begin in the contact center.

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Dialpad adds agent empowerment to its portfolio of contact center AI capabilities

Dialpad rolls out AI-infused customer satisfaction scoring

digital background

It has been well-documented on this site and others that customer experience, or CX, is the No. 1 brand differentiator.

Every contact center-as-a-service vendor leads with this when talking about reasons why contact centers need to be modernized. My research shows that today, 90% of businesses compete on customer experience compared with only 24% five years ago.

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Dialpad rolls out AI-infused customer satisfaction scoring