Dialpad Brings AI Contact Center Offering to Australia and New Zealand

The AI-powered communication platform Dialpad’s AI contact center offering has been launched in Australia and New Zealand.

According Numeric keypadContact Center AI has a no-code approach to conversational AI to enable businesses to meet customer expectations with all-channel support and real-time customer intelligence.

“Dialpad is reinvesting an unprecedented 40% of our revenue into our proprietary AI and MLP engines, as well as extensive AI research and development,” said Dialpad Founder and CEO. Craig Walker.

“Dialpad’s fully owned and truly unified communications-as-a-service (TrueCaaS) platform will help businesses in Australia and New Zealand realize their full potential by better meeting their customer service needs and providing information generated by AI on any sales, service or product initiative. ”

McKinsey & Company estimates that companies can increase revenue by up to 20% by maximizing remote customer interactions through a combination of voice and digital channels within the contact center.

Powered by AI, Dialpad says its digital channels drive smarter omnichannel engagement with customers across social media channels, including Twitter, Facebook, Instagram and messaging platforms WhatsApp, Facebook Messenger and Twitter Direct Messages (DM ).

Australian and New Zealand businesses can easily engage, share information and respond to questions using any messaging service or channel their customers choose to deliver a consistently great customer experience.

“Dialpad’s unified platform and unique AI capabilities are exactly what businesses in Australia and New Zealand need to deliver an exceptional experience and insights to their customers,” said co-founder and chief executive. Oreta. Sachin Verma.

According to 2022 State of AI in Customer Service Reportthe implementation of AI enables contact centers to handle twice as many calls and improves average answer speed (ASD), automatic call distributor (ACD) and abandon rate performance, which saves time and improves the quality of customer service.

By leveraging virtual agents to absorb some of the inbound call volume, Dialpad’s self-service capabilities enable assistance through digital self-service options.

With new intentless searchability across corporate knowledge bases and websites, no-code workflows, and active learning conversational AI, Dialpad AI virtual agents provide customers with a personalized yet automated experience. to meet their needs.

“Dialpad’s AI Contact Center humanizes digital interactions in a simplified and easy-to-use way,” said Dialpad’s senior vice president of global channel sales. Mike Kane.

Customer satisfaction and loyalty must remain a priority for businesses 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 his career.

This first appeared in the CommsWire subscription newsletter on October 17, 2022.


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