Dialpad, Inc., the AI-powered communication and collaboration solutions provider, announced that its Ai Contact Center offering, complete with new digital channel and AI virtual agent support, is now available throughout Australia and New Zealand. Dialpad’s no-code approach to conversational AI will empower Australian and New Zealand businesses to meet today’s customer expectations with support across channels and real-time customer intelligence.
McKinsey estimates firms can increase topline revenues by up to 20% by maximizing remote customer interactions by a combination of voice and digital channels in the contact center.
What is the product offering of Dailpad’s solution?
Powered by AI, Dialpad’s digital channels drive smarter omnichannel engagement with clients across widely-used digital and social media channels, like Twitter, Facebook, Instagram, and messaging platforms WhatsApp, Facebook Messenger and Twitter Direct Messages (DMs).
ANZ businesses can easily share information, and respond to questions using any messaging service their clients choose to deliver a consistently excellent customer experience (CX).
According to the 2022 State of AI in Customer Service Report, the implementation of artificial intelligence enables contact centers to handle twice as many calls and improves ASA, ACD and abandon rate performance, leading to saved time and higher-quality customer service.
By leveraging virtual agents to absorb some inbound call volume, Dialpad’s self-service capabilities help to unlock the full potential of sales teams by enabling easy support.
With novel, intent-free searchability across company knowledge bases and websites, no-code workflows and active-learning conversational AI, Dialpad AI virtual agents offer clients the unique combination of a personalized, yet automated experience to address their needs.
Over the last 12 months, Dialpad has grown its channel in Australia and New Zealand by 137% in the region. Dialpad is proud to partner with top Australian and New Zealand brands and organizations such as Cricket Australia, Nick Scali Furniture, Bepoz and Nextt.
What were the executives’ thoughts on the solutions?
Commenting on the expansion, Craig Walker, founder and CEO of Dialpad, said, “Dialpad invests an unprecedented 40% of our revenue back into our proprietary AI and MLP engines and extensive AI research and development, and we are thrilled to continue to evolve with our Australian and New Zealand partners to better support their customer service needs.”
“Dialpad’s wholly-owned and truly unified communications as a service (TrueCaaS™) platform will aid ANZ businesses in realizing their full potential by better supporting their customer service needs and providing AI-generated insights into any sales, service or product initiative.”
“Dialpad’s unified platform and unique AI capabilities are exactly what ANZ businesses need to provide an exceptional experience and insights to their customers. Dialpad’s cutting edge tech ensures that you get end to end view of the CX especially in the contact center offering,” said Sachin Verma, co-founder and managing director at Oreta based in Melbourne, Australia.
“Dialpad’s AI Contact Center humanizes digital interactions in a streamlined, easy-to-use manner. Customer satisfaction and loyalty should remain top of mind for companies as they continue to grow, and the omnichannel support and AI virtual agent capabilities that Dialpad offers ensure that the customer remains at the center of the experience throughout their entire journey,” said Mike Kane, Senior Vice President of global channel sales at Dialpad.