Dialpad's AI Dominance

Dialpad’s AI leadership and partnership with Telarus, recognition as partner of the year, and rapid market share growth. AI’s impact on customer experience through real-time transcription, playbooks, chatbots, and predictive scoring. Discussion of AI’s proactive and reactive impact on CX, worker productivity, and agent efficiency. Evolution of Dialpad’s AI capabilities to real-time coaching and sentiment analysis. Unique features like AI recaps, GPT, and large language model (LLM) from transcribed conversations. Recognition of Dialpad’s success in CCaaS and UCaaS space, enablement support for advisers, and listing on Google Marketplace.

Introduction to Dialpad and AI Dominance

Hey, Telarus Partners. There’s no doubt that AI is dominating the headlines and the agendas of you guys as technology advisors, but also your customers. And one company to me stands out in a crowded market, and that is Dialpad. And today, I have the pleasure of having Mike Kane join me on this video to talk a little bit about Dialpad, how they’re attacking from the AI angle, and also some just outstanding outcomes they’re creating with technology advisors just like you around the globe in our ecosystem. So, Mike, welcome. Happy to have you as always.

Strengths and Success with Technology Advisors

Tim, thank you for having me. Love our Telarus partnership. Looking forward to spending some time today.

Yeah. So let’s let’s go right after your strengths and action. Dialpad is really creating some awesome results with our advisors. I feel like we’ve been on a roll. We were talking off camera for a second about we’ve had this really perpetual success.

Maybe give the the watchers, a little insight into what’s making the relationship with Dialpad accelerated and sustained? Like, what what are we doing that’s different? What are you doing that’s different?

Partnership with Telarus and Future Technologies

Well, first, we wanna thank Telarus for the partnership. So, we’ve been awarded Telarus’ partner of the year for CCaaS last year. We did it with CCaaS or EMEA and ANZ, not quite CCaaS. This year, Tim, we’ll get CCaaS.

And, on our side, you guys were our partner of the year as well. So the Telarus partnership has always been super strong for us. And I would say the reason why is that your advisers are very good at at identifying what are the future technologies that are are, you know, disrupting the space. And on that note, you know, Dialpad continues to be the fastest growing provider in this space.

Impact of AI on Customer Experience

We’re earning pretty dramatic market share right now, and I would say customers are gravitating to us due to our AI leadership, with the UCaaS and CCaaS offerings all in one beautiful platform.

And if you think about how AI is impacting the space, it’s impacting CX the most. I think we would all agree. And, you know, where do we see CX making such a big impact?

I think it’s in a couple cases. I think because it’s real time, you know, we’ve been doing the transcription since back in twenty eighteen. So that’s enabled us to get a a a pretty big head start, and we now have real time playbooks and chatbots that can immediate, impact customer outcomes because it is in real time. And then since then, we’re now predictive. So we can give the, a predictive score on CSAT on and how that can impact NPS scores, etcetera.

AI Impact on CX and Customer Outcomes

It’s now proactive. Right? So it’s automated workflows, and it’s it’s alerts that can make, you know, CX workers more productive. And then lastly, it’s reactive as well because you have to be reactive. And in many cases, you need the worker might have a customized prompt.

And the ability to scrump, scrape a knowledge base Yes.

Enables agents to be so much quicker in getting the information that they need. So for all those different reasons, it’s really starting to accelerate.

Yeah. Initially, I remember the first time we met and talked to him, and, really, transcription was sort of the way to get a customer on the phone, right, to do a demo, show that real time transcription. But now the transcription, the sediment analysis, the real time coaching, it’s it’s all this trifecta of technology coming into play all with AI analysis on top that’s leading to even more effective outcomes. I think it’s it’s really special.

Unique Aspects of Dialpad and Unbeatable Qualities

You know, we have a pretty short time today just to identify strengths, sort of the wide dial pad. Is there something that makes you just unbeatable that you do that no one else can do when you’re talking to maybe the toughest prospect, and they say, yeah. I’ve heard it all before. What makes Dialpad different?

What’s the one thing in your mind as as the leader that you see? I mean, you see every every big case study, every big story. What’s the one thing that just makes you guys stand out, makes you unbeatable?

Dialpad’s AI Capabilities and Differentiators

Yeah. Well, the AI recaps is one that and I will say that’s not unbeatable because others have that yet. But we’ve we’re first to market with that, and we have a hundred million recaps we’ve done.

But I’d say what makes us special is Dialpad GPT. It’s our own large language model. It was created off of the six billion minutes that Dub had us transcribed of these long conversations.

And when you have your own LLM, it enables you, number one, we built it on some key principles. Number one, the customer’s data is theirs. Right? They control it.

It’s built for the enterprise security. Right? It’s private. It’s not sent out to a public AI model.

And, ultimately, customers opt in for and they share the data with us so they can then make their own model better for their own use cases. So having your own LLM, I would argue right now, we’re the only in the space that can do that, and that gives us a a pretty clear advantage.

Yeah. I think not only does it make you stand out in the crowded marketplace, but something you you mentioned that I think bears repeating is it’s built in house. It’s purpose built for Dialpad. It’s Dialpad data, six billion minutes of of transcription and calls that you guys have captured.

So from a security standpoint, you guys are the leader in that space as well. It’s not you know, we hear a lot about these LLMs that people are building, you know, with, bailing wire and string back to an API someplace. That there’s a lot of exposure there. So I think the fact that you’ve got that buttoned up is great.

Security and Impressive Aspects of Dialpad

The other thing that we’ve been really impressed with with Dialpad, and I think it’s important to mention, is there’s some of our partners are sort of slow to get traction in the higher end CCaaS space.

Enablement and Support for Technology Advisors

Even in in UCaaS, they’ve sort of played around with the same providers for years. They’re very comfortable there. Just let’s close with this. Let’s talk about enablement real quick. So talk about your team, how you stand ready to help our advisers jump into deals, navigate them from initial discovery, registration, all the way through closing the deal and implementing. Because you you’ve just done a tremendous job, best in class, really.

We appreciate that. Well, we have a large team. We have fifty, channel folks on our team now, partner managers.

And their whole job is to make it as easy to work with us as possible. Our reps get full continuity.

Over sixty percent of our revenues are coming from our partners, and so they’re very used to working with partners. And we’re even seeing that extend into new ways now. One thing to mention, Tim, while we still have time, Dialpad has is listed on Google Marketplace. And so unlike other providers, for you advisors out there, if you have a customer who has a goo Google commit, when they buy Dialpad, they’re able to burn down that commit of their GCP commit.

And that then enables them, and quite frankly, to elongate and make their deals even bigger because they’re able to down against a larger commit. That’s another key area. So we have a large Google team. We have a large partner team that’s all around, great portal.

But more importantly, just call your channel manager, and they’ll walk you through the latest and greatest with Dialpad.

Yeah. Amazing. So robust platform, amazing channel sales team. Mike, we really appreciate you and the and the team for for all that you do to help our advisers be successful and create amazing outcomes with their clients in the field.

Thanks again. Appreciate you being on the video and taking the time. For everybody watching, feel free to reach out to your Telarus team. Or if you have a dial pad relationship, of course, just hit them up directly.

They stand ready to help you achieve your most ambitious goals. Take care.