Market Perspectives

Workers and customers are interacting across a variety of channels as cloud digital communications continue to expand with new potential for every organization. Phone, email, text, video and messaging are some of the ways people communicate in, and outside of, an organization. Implementing contemporary technology can improve day-to-day conversations to increase customer satisfaction and decrease employee turnover rates.

Dialpad is a cloud communications software provider operating around the globe. Dialpad Ai is their Unified-Communications-as-a-Service (UCaaS) platform that centers around the use of artificial intelligence (AI) to automate tasks that are normally completed manually. Within Dialpad Ai is Ai Voice, a business phone system that allows users to manage phone calls and voicemails from a mobile or desktop application. Users are provided with a voice over internet protocol (VoIP) business phone number, with local and toll-free options available. The phone calls made with Dialpad can be switched between devices, and users will be provided with a call summary that displays the transcription, an option to download the recording of the call, and the amount of time each person spoke. In Ai Messaging, workers can collaborate through one-on-one, team and text messaging. Users can share files regardless of size, and the files, as well as contact information and previous messages, are archived and can be searched for in Dialpad Ai. Video conferencing is available with Ai Meetings. Meetings can be customized with a unique URL, PIN code and hold music. During meetings, an AI assistant can transcribe the meeting and take notes of action items in real time. Dialpad’s Voice Intelligence has analyzed over one billion minutes of voice calls and can transcribe conversations. Integrations are available, such as a Google Chrome extension that allows users to call and message from the browser. Dialpad approaches digital communications by addressing issues regarding efficiency and concentration. By using features driven by AI, users can focus on the conversation and spend less time taking notes or memorizing action items.

Private branch exchange (PBX) phone systems that use traditional landlines are being phased out in favor of UCaaS platforms. VoIP technology has proven to be resilient under circumstances like natural disasters and can be relied upon to continue business operations unlike landlines that typically suffer outages. Organizations should consider upgrading from unreliable PBX systems to maintain business continuity. Ventana Research asserts that by 2026, only one-third of organizations will have standardized the digital communications technologies to provide the highest level of resilience for an effective workforce.

Organizations can also utilize the recently announced Dialpad Ai Customer Intelligence Platform, a Contact-Center-as-a-Service (CCaaS) and UCaaS offering that unites worker and customer communication experiences into one workspace. The AI-centered software has several capabilities besides Ai Voice, Ai Messages, and Ai Meetings, such as instant feedback from AI to give agents advice on how they are handling a call and Ai Sales, which includes the Ai Agent Assist feature that can recognize a prospect’s keywords and formulate a script to help guide sales agents to answer with. Dialpad’s products meet industry compliance standards and provide enterprise-level encryption to organizations of any size. With Dialpad’s AI-driven platform, organizations can equip their workers with tools that allow them to focus on engagement with internal or external parties.

Dialpad’s long-standing history in internet telephony demonstrates its established presence in VoIP technology. The investment into transcription features is unique and useful. The video conferencing, however, has limited features, such as the inability to hold webinars and events. With meetings also limited to 150 participants with a maximum five-hour duration, the functionality may not meet every organization’s needs. Organizations that would like to upgrade their UCaaS technology to be reliable in emergency situations, as well as increase the efficiency of digital communications with easy-to-use features, should evaluate Dialpad’s software. Ventana Research recommends that organizations reassess their current cloud communications to ensure that the platform is providing the necessary tools to work in a digital environment that is dependable and secure. As the modern workforce moves away from landlines and into broadband, organizations can adapt with digital communications technologies that are fit for all budgets and requirements.