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Thursday, 19 January 2023 12:05

Dialpad updates its app ecosystem

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AI-powered customer intelligence platform Dialpad announced new updates to its app ecosystem for easy integration, improve customer and employee experiences, and customise workflows for communication and collaboration.

1. Dialpad App Partner program
The Dialpad App Partner program helps users increase customer satisfaction, drive productivity with AI, and support customer, and agent workflows. New and existing partners include Google, Theta Lake, and Front.

Dialpad’s updated App Marketplace helps users to search and discover integrations by business use case or vertical.

2. New integrations with vital business applications:
Dialpad’s App Marketplace will include integrated apps such as Microsoft Teams, Microsoft Dynamics, Bullhorn, ServiceNow, HubSpot, and the new Google ChromeOS Desk Connector.

These apps, along with Dialpad’s current integrations, place a wide net covering different verticals, business needs, and personas that streamline day-to-day tasks into a single pane.

2. Open APIs and easy to create automations:
Customers can extend and customise workflows through Dialpad’s no code (ready to use out of the box), low code (pre-built framework), and advanced code APIs. Dialpad’s robust APIs include AI Agent Assist Automation framework, AI-generated transcriptions, call logging, SMS, and more.

Agents can conduct searches in natural language via versatile apps that can retrieve complex or hard-to-access data, such as Sharepoint, within one interface without switching browser screens, shortening response time.

Agents can also add or build mission-critical tools like customised automation that provides them with a powerful calculator-like tool, in the same customer support interface they use daily.

This automation gives agents quick access to price adjustments and shorter quote cycles.

“The open ecosystem enables customers and partners to leverage the Dialpad platform to solve their biggest communications workflow and engagement challenges, but also let customers tap into many unique Ai-powered and cloud-native API capabilities to drive even more complex use cases,” said Frost & Sullivan senior analyst Michael Brandenburg.

“Our partnerships with companies like Google open up integration options for us to bring mutual customers more flexibility to meet their individual business needs,” said Dialpad vice president strategic alliances Sangeeta Walsh.

“Developers have the ability to take advantage of Dialpad’s leading Ai stack and develop applications that integrate seamlessly with Dialpad,” said Dialpad chief technology officer and co-founder Brian Peterson. Dialpad’s AI combined with developers’ app innovations will bring customers in the future.”

“Integrations like this will continue to drive productivity for our agents and save response time for our customers,” said Five Iron Golf director of customer experience Allie Handman.

This first appeared in the subscription newsletter CommsWire on 18 January 2023.

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Kenn Anthony Mendoza

Kenn Anthony Mendoza is the newest member of the iTWire team. Kenn is also a contributing writer for South China Morning Post Style, and has written stories on Korean entertainment, Asian and European royalty, Millionaires and Billionaires, and LGBTQIA+ issues. He has been published in Philippine newspapers, magazines, and online sites: Tatler PhilippinesManila BulletinCNN Philippines LifePhilippine StarManila Times, and The Daily Tribune. Kenn now covers all aspects of technology news for iTWire.com.

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