The application of artificial intelligence to a converged communications platform enables better customer service and employee collaboration.
This week Dialpad announced the evolution of its “TrueCaaS” strategy, using the phrase “AI-Powered Customer Intelligence.”
The company had been using TrueCaaS to describe its single cloud software stack that can deliver Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS).
One of the primary benefits of a converged platform is having a single data lake with which to perform analytics to make business decisions. Most communications vendors offer UCaaS or CCaaS and then partner for the other capability. Dialpad is one of the few that has built a single, cloud native stack to deliver both.
To date, the goal of TrueCaaS has been to enable customers to create better workflows between customer service via the contact center and employee facing communications using meeting, messaging, and other collaboration tools. Now that it has this back end built, it is now applying artificial intelligence to create new capabilities.
Also see: What is Artificial Intelligence
Most of the cloud communications companies partner to deliver AI capabilities but Dialpad has bucked this trend and builds all its own AI models in-house.
Since acquiring TalkIQ in 2018, Dialpad has been creating advanced capabilities that combine communications with real-time speech recognition and natural language processing (NLP). Its AI-powered Customer Intelligence Platform builds on the more than three billion minutes of real-time data collected to date by analyzing conversations, automating workflows, and providing predictive insights.
The launch comes at a time when the market is evolving from point communications solutions to unified employee and customer experiences, according to John Finch, Dialpad’s Sr. VP of Solutions Marketing. Many organizations still struggle to make sense of how to connect workers and collaborate using different tools. This is Dialpad’s way of addressing the need for an AI-driven workplace by tapping into AI’s full potential.
Also see: Top Business Intelligence Software
“We’re making a brand narrative shift.
