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News : Dialpad Positioned as the Leader in the 2021 SPARK Matrix for Contact Center as a Service by Quadrant Knowledge Solution

#contactcenterworld, @dialpadHQ

Middleton, MA, USA, Oct, 2021 -- The Quadrant Knowledge Solutions SPARK Matrix™ includes a detailed analysis of the global market dynamics, major trends, vendor landscape, and competitive positioning. Moreover, the study provides competitive analysis and ranking of the leading CCaaS vendors, mainly in the form of its SPARK Matrix. This also provides strategic information for users to evaluate different vendor capabilities, competitive differentiation, and market position.

In recent years, the adoption of CCaaS has rapidly increased across industry verticals and various geographical regions due to the rising digital transformation adoption rates by businesses. Organizations of all sizes are upgrading their contact center infrastructure to agile cloud-based solutions to meet customer demand and improve customer experience. Companies are leveraging the flexibility of subscription-based CCaaS models which enable organizations to enlist a pay-as-you-go model. The CCaaS market will observe significant growth over the next decade, due in part to innovative artificial intelligence (AI) tools, which help automate tasks like decision-making, problem-solving, understanding human communications, smart call routing, multichannel support, self-service, agent assistance, and sentiment analysis. In addition, the market will see significant growth by offering client support management tools that help automate and streamline the customer support lifecycle.

CCaaS solutions easily integrate with enterprise CRMs and chatbots to understand customer needs, deliver an engaging customer experience, and offer personalized service. CCaaS enables companies to provide exceptional customer support across all omnichannel channels including inbound calls, outbound calls, chat, messaging, and customer self-service to help call center agents provide seamless customer experiences within and across multiple channels. Additionally, many CCaaS platforms include quality assurance, management and reporting functionality which may include automatic customer success report cards with relevant qualitative feedback, process updates, relevant product changes, and KPIs to improve customer experience.

"Dialpad Contact Center received strong ratings in technology excellence and customer impact, positioning Dialpad as a leader in the 2021 SPARK Matrix of the CCaaS market," said Sofia Ali, Analyst at Quadrant Knowledge Solutions. "Dialpad's AI-driven sales services, AI-enabled Voice Intelligence tool, and meeting solutions are key differentiators in the competitive CCaaS industry. With its robust technology platform, comprehensive functional capabilities and compelling product strategy and roadmap, Dialpad is well-positioned to expand its market share in the global CCaaS market."

"It's been a momentous year for Dialpad, driven by customer adoption of our cloud-native contact center," said Craig Walker, CEO and founder, Dialpad. "We've put a lot of emphasis on building out our contact center capabilities including our recent partnership with Playvox for workforce management in addition to our acquisition of Kare Knowledgeware which improves self-service functionality for customers. I'm proud Dialpad has been named a leader in Quadrant Knowledge Solutions' SPARK Matrix, which validates our vision of delivering the most advanced AI-enabled contact center."

#contactcenterworld, @dialpadHQ

Posted by Veronica Silva Cusi, news correspondent

About Dialpad:
Company LogoDialpad 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.
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Today's Tip of the Day - Using Predictive Dialers

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Published: Monday, November 1, 2021

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2024 Buyers Guide Telecoms


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

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