This year’s Enterprise Connect meant that Dialpad would also beef up its partnership with Google – with the company earning both the CTI extension CER badge for AI Contact Center and Dialpad Talk.Īll this, in hopes of lending extra value to its cloud-first contact center offering. Today, O’Connell acts as Dialpad’s Chief Strategy Officer, and he shared many insights into the company’s roadmap regarding the future customer experience (CX) and the role Dialpad will play in said customer experiences. Recently, I sat down with Dan O’Connell previously CEO of TalkIQ, which Dialpad acquired in 2018. In another life, Manuele was the CEO of Highfive, a video conferencing and collaboration firm – when Dialpad acquired the company in September 2020. It had hoped (at the time) that it would extend greater self-service, automated engagement, and augmented agent options to customers, a feat it undoubtedly pulled off, as you’ll learn. Dialpad acquired the UK-based tech firm (to further leverage) its artificial intelligence (AI) capabilities – a move that shook up the contact center space. In October 2021, I sat down with Dialpad’s SVP of Corporate and Business Development, Joe Manuele, to discuss the acquisition of Kare Knowledgeware. Though not many modern-day players have made the kind of movement San Francisco-based Dialpad has managed to pull off during that timeframe. Over the past year, I have had the chance to chronicle the growth experienced by companies in the UCC arena.
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