Wednesday, 07 July 2021 13:46

Dialpad’s Contact Centre helps cricket fans stay connected


Cricket Australia, which procures and deploys technology for all state and territory associations, has chosen Dialpad’s Cloud Contact Centre to assist them with their call centre operations. This ensures that their customer support team is connected with members wherever they are.

Cricket Australia, the national governing body for games in the country, has commissioned Dialpad’s Cloud Contact Centre to ensure call centre operations run smoothly for its members, including Western Australian Cricket Association (WACA) and South Australian Cricket Association (SACA), especially during peak season.

The organisation has experienced before consistent system outages and reliability issues. It laments that its previous provider could not handle the volume of calls, which impacted members' ability to renew their memberships or book hospitality experiences.

According to the organisation, Dialpad’s split-cloud architecture, with a strategically located data centre in Sydney, helps ensure that the customer support team stays connected, no matter where they are.

Cricket Australia senior manager cloud platforms Murray Newham says they first looked at four or five different solutions, and Dialpad stood out from the rest.

“From the modern interface to the built-in Voice Intelligence (Vi) and granular analytics, Dialpad delivers a completely unique experience,” says Newham. “All of our states and territories work in Microsoft 365, so the fact that Dialpad has a direct routing integration for Microsoft Teams, was a huge factor in our decision as well.”

Dialpad for Microsoft Teams is a cloud-native direct routing integration that connects Dialpad’s telephony features and Vi capabilities into the Microsoft Teams native environment.

This integration provides Microsoft Teams users, like Cricket Australia, with real-time transcriptions, robust analytics, in-call coaching and intelligent conversation insights during every call made within Teams.

“The growing Dialpad team, from Sydney to Melbourne, are huge supporters of Cricket Australia and we are thrilled to support them as they look to modernise their tech stack,” concludes Dialpad country manager Gerald D’Onofrio. “We’re excited to see the difference Dialpad makes for fans and help deliver on Cricket Australia’s vision to make cricket the country’s favourite sport.”

Image: Ben Sutherland via Flickr (CC BY 2.0)

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