San Francisco, CA, USA, Sept 15, 2021 -- Dialpad Inc., a provider in AI-powered communication and collaboration, announced its acquisition of Kare Knowledgeware, a customer experience (CX) platform that optimizes workflow orchestration, knowledge management, analytics and business intelligence. The acquisition and integration of Kare Knowledgeware into Dialpad Contact Center broadens the application of artificial intelligence (AI) and natural language processing (NLP) throughout the Dialpad platform to enable conversational AI and elevate both the customer and agent experience.
"Dialpad is thrilled to welcome Kare Knowledgeware for both its innovative technology and incredibly talented workforce," said Craig Walker, CEO, Dialpad. "Kare Knowledgeware and Dialpad have very similar DNA, with a passion to pursue the vast possibilities of AI, turn them into reality and leverage the power of AI to revolutionize the CX industry."
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"Dialpad’s acquisition of Kare Knowledgeware addresses the key innovations happening as companies transform their customer experience strategies," said Robin Gareiss, CEO and Principal Analyst of Metrigy. "In our research, the top CX transformation project among 57% of successful companies is investing in self-service capabilities. When companies use AI-enabled, self-service tools like Kare’s, they see a 40% growth in revenue and a 51% improvement in agent efficiency. This is a very powerful acquisition, given all the AI, analytics, and automation capabilities that will complement Dialpad’s current offering."
"The Kare Knowledgeware team is excited to join Dialpad, a fast-rising organization dedicated to radically transforming digital customer experiences," said Tim Porter, Founder and CEO, Kare Knowledgeware. "The unified communication and CX markets are ripe environments for innovation and we look forward to driving both of these industries forward as a key part of Dialpad."
Posted by Veronica Silva Cusi, news correspondent
Dialpad is a cloud communications platform for talk, messaging, meetings and contact center in one beautiful app. Dialpad’s platform delivers AI across every employee and customer experience through real-time transcriptions, live agent coaching and sentiment analysis.
Published: Thursday, September 16, 2021
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