Dialpad has announced that it has reached annual revenue of over $200 million. The company has also made significant advancements in its AI technology, which will be rolled out in the following year, with the aim of changing the way businesses communicate, collaborate, and sell.
“Ai harbors the potential to transform industries beyond our imagination. Its power to elevate business communication enables sales, recruiters, and support agents to excel. However, merely activating Ai won't ensure success. Those with a siloed Ai approach won't maximize ROI, and relying on third-party APIs limits innovation. Dialpad is the only comprehensive platform with native, proprietary Ai across all channels, providing businesses worldwide with unmatched intelligence. Our unique, real-time Ai model is at the heart of our solutions, allowing us to create industry-specific offerings with advanced responsiveness to better serve businesses at scale,” stated Craig Walker, CEO and Founder, Dialpad.
Dialpad offers an advanced AI-powered Contact Center, Sales, Voice, Meetings, and Messaging platform for businesses. The company is currently working on the next phase of development, which will introduce new generative AI-powered features designed to help businesses achieve specific outcomes. These features include:
Dialpad's Ai Recap feature uses advanced generative AI algorithms and the company's proprietary natural language processing (NLP) models. This feature generates short summaries of missed meetings that capture the main ideas, topics, and outcomes of the conversation. The summaries are now available for all Dialpad calls and meetings, as long as the AI feature is enabled, making conversations more efficient, easier to understand, and accessible for people who missed the meeting.
Dialpad's Ai Scorecards feature analyzes 100% of customer interactions and provides specific AI instructions to help agents improve their performance on a daily basis. This feature offers continuous support during every interaction, which helps increase evaluations by ten times. The Scorecards provide instant insights into coaching opportunities and real-time feedback to agents while removing human bias to ensure consistency.
Coaching Hub is Dialpad's platform that leverages AI to provide training and coaching to employees by identifying which team members need help and with which skills, all in real-time. Unlike other coaching platforms that rely on post-call recordings and transcriptions, Coaching Hub provides feedback while calls are taking place, enhancing efficiency for both users and supervisors.
Ai Playbooks is a feature that offers real-time guidance and tracking for agents, sales professionals, and recruiters. The platform ensures that predetermined sales processes and questions are followed consistently across teams by providing reminders during calls of what to focus on and what the next best action to take is. After the call, the platform aggregates post-call reporting and metrics to determine where processes may be breaking down, helping to improve future outcomes.
Dialpad plans to release its Ai Scorecards feature to customers in May, followed by the Coaching Hub in June and Ai Playbooks in July. Other updates will be released later this year and in early 2024.
Dialpad's customers who leverage its Ai solutions, such as Ai Chatbot, Ai-CSAT, and Ai Scorecards, have experienced benefits such as cost reduction by 18%, agent performance improvement by 35%, and an increase of 14% in customer satisfaction score (CSAT).
Earlier this year, Dialpad launched new features on its open app ecosystem to enable customers to integrate various apps and workflows into a single platform easily.