Dialpad: Intelligent Communications Platform for the Modern Business

"ABC—Always Be Closing."

This is a line from the 1992 movie Glengarry Glen Ross, which to this day, deserves critical acclaim for its observation of the life of busy sales professionals. "Always be closing" is less of a statement than an outcome. "Closing" is the culmination of a lot of little tasks done correctly—learning from past interactions with customers and then fine-tuning the conversations to bring the best closure. And even though there are multiple channels to converse today, when it comes to a customer, the most important discussions often happen through calls. But unfortunately, the significant "takeaways" from these conversations are generally lost once the call concludes. Companies need to derive powerful, real-time insights from these customer conversations if they have to better their approach the next time. Taking this ideology to the core, Dialpad is bringing a transformation to the world of communication and collaboration. At first glance, Dialpad might seem like an enterprise cloud phone system and unified communications provider. But, with its proprietary Voice Intelligence (VI) technology, Dialpad Vi, the company is delivering much more than what a regular phone system does. By leveraging the power of speech recognition, natural language processing, and machine learning, the Dialpad Vi platform listens to calls in real-time and transform them into tangible reports that can help design better sales strategies.

Dialpad's voice intelligence technology allows important sales conversations to be captured and helps prepare save-able notes for future performance improvement and planning. Businesses that can fully utilize the power of such analyses stand to achieve higher success than their competition when it comes to sales performance. "Through smart engineering, beautiful design, awesome customer support, and high energy sales and marketing teams, Dialpad brings simplicity to the professional phone experience with features that make us most productive," states Craig Walker, Founder and CEO of Dialpad.

Streamlining the Norm, Simplifying Complexity

Dialpad offers one unified platform for business voice, SMS, and contacts to unify business communications, delivering a faster and easier path to growth compared to legacy providers. While the simple act of narrowing critical client communications won't necessarily make communications more effective, Dialpad believes in giving clients the insights they need— without adding 50 more features to a physical phone. As a fully cloud-based solution, Dialpad's solution does not require any on-premises servers, storage, or hardwired phones. With seamless, native integrations with CRM, sales, and productivity tools, Dialpad can also be deployed instantly to improve internal communications as well—enabling organizations of any size to immediately derive more value by better connecting offices and remote workers.

The solution offers real-time device synchronization, which allows employees to be flexible and productive, even when they are away from the office. It comes with an intelligent call routing facility through its split-cloud architecture that allows the system to route calls to the closest data center for superior quality rather than tying the user or their organization to one specific pod in a specific data center.

Dialpad Vi empowers businesses with the tools they need to not only gain insights from their customer conversations in real-time but to use that information to make intelligent business decisions. Through artificial intelligence, users can uncover rich insights to understand sales trends, customer needs, competitive differentiators, and improve team productivity. "With the power of voice intelligence, every conversation matters," states Walker.

Voice Intelligence also allows for a completely customizable experience by the company. For example, a sales or customer service organization can upload a custom playbook to guide phone calls in real-time, with pop-ups triggered by AI and natural language processing to support and advance conversations. Companies can add their own keywords pertaining to a specific business, product, or audience to ensure accurate transcriptions. It can render analytics that can be filtered for particular users or groups, time, date, keyword, sentiment expressed, or dispositions tagged.



Solutions Honed through Experience

Among Dialpad's prestigious clientele is Acquia, a SaaS platform provider for global innovators to design their digital experiences. Born in the cloud, Acquia was looking for a cloud-based UC solution to fit their corporate culture. They weren't looking for a standard PBX in a data center, and their own provider would have taken three to five days to provision users and new phones for those users. Acquia supports customers globally, and they wanted to provide a system that could support their employees as well as users while involving all of their departments in the decision-making process.

The company interviewed several providers, and Dialpad was the unanimous winner. "Companies have changed a lot in the last few years, and many employees work from home, especially in sales. You're always travelling, and you need to have access to your data, any time anywhere. I now have better insight as to if somebody is having a lot of time spent on the phone, or if they are having challenges converting a conversation into a second meeting. Dialpad provides an opportunity for coaching that we didn't necessarily have before using their platform," says Michael Sullivan, CEO of Acquia. One of Acquia's IT administrators, who spent most of his time dealing with the technicalities of their previous solution, was able to save close to sixty percent of all sales calls. The bill is now only one page versus hundred-plus pages, and no one in the team has to review it for accuracy. Acquia has seen a 75 percent reduction in troubleshooting tickets, saving time spent with voice over IP providers and telecom providers. "Dialpad is a unique solution that hasn't been anywhere in the market yet. I'd recommend Dialpad to somebody else because it's simple, easy to use, and easy to implement. It is a truly global solution, cloud-based, innovative, modern, and cost-effective," says Sullivan.

"We Believe That We Can Make Every Call A Smarter Call, And Let You Get More Out Of Every Single Conversation Using AI"

The New Age of Voice Intelligence

With a string of successes behind them, Dialpad's future is focused on what they feel is the future of business communications: completely mobile, and always aware. This means that no matter where a user accesses the Dialpad, or how they speak, no information is ever lost. "We have been in this business (VoIP) for 20 years. We have always been innovators in this space, and will continue to be so," Walker adds.




Dialpad has made substantial investments in the APAC region with subsidiaries in Japan and Singapore and data centers in Hong Kong and Australia. One of the board members and lead investors of Dialpad's series C financing is a group based out of Singapore. Softbank from Japan is also an investor.

Looking ahead, Dialpad wishes to continue being the most innovative enterprise business phone system in the world. Walker also predicts the expansion of their proprietary AI technology across all Dialpad products, making every call more actionable and useful. However, their biggest differentiator, according to Walker, is how their products will be built into company workflows and processes. "We believe that we can make every call a smarter call, and let you get more out of every single conversation using AI," he says. Additional integrations that allow for more flexibility and predictive modelling are also on the roadmap.