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News : Dialpad Unveils Go-To-Market Strategy in Australia

#contactcenterworld, @dialpadHQ

Sydney, Australia, April, 2021 -- Dialpad Inc., a provider in AI-powered communication and collaboration, announced plans to expand its presence in Australia by increasing the size of the local team and investing in the channel. This will enable Dialpad to better assist customers of all sizes, from small and medium businesses (SMBs) to large-scale enterprise organizations, with sales, technical support and customer service management (CSM). Through an expanded go-to-market (GTM) strategy, Dialpad is driving the modernization and unification of communications stacks for forward-thinking organizations throughout Australia with reliable, scalable solutions that support a "work-from-anywhere" approach to business.

Dialpad initially established its Australian presence in 2020, starting in Sydney, in addition to developing strong reseller and master agent partnerships with Untangled ICT and Tradewinds. 

"Working with Dialpad affords us the ability to be more agile while improving our overall customer experience," said David Beck, head of process improvement, Bing Lee. "The Dialpad dashboard gives call center managers better visibility into who's logged in and what's going on, leading to an almost forty percent increase in response times. Leveraging real-time coaching with Voice Intelligence was also a massive improvement, enabling us to monitor and prompt agents with what to say, cutting down the speed to resolution and further improving the customer satisfaction."

Leading this new strategy is Dialpad Country Manager, Gerard D’Onofrio. D’Onofrio brings more than a decade of experience at high-growth tech companies, including Zenefits and Salesforce, to his current role. As Australian Landing Team and Sales Team Lead at NextRoll, D’Onofrio managed the opening of the company’s office and Asia-Pacific headquarters in Sydney where he also contributed annual recurring revenue during his first three months. D’Onofrio’s experience scaling sales and CSM organizations in the Australian market will prove invaluable as Dialpad expands in the region.

"We have built a strong foundation in Australia with a relatively small team and I’m excited to see what we can do with additional resources," said D’Onofrio. "This new push will increase brand awareness and customer support in the region, allowing us to more easily tap into the under-developed UCaaS and CCaaS markets."

"With the proliferation of hybrid and remote work, we've seen strong demand for UCaaS and CCaaS solutions. Through its advanced Voice Intelligence technology and commitment to customer support, Dialpad truly stands out in a crowded market," said Ben King, State Manager, SCAA. "We are looking forward to Dialpad's increased focus on the region, enabling us to bring this innovative technology to more Australian businesses."

"This is an exciting time for Dialpad and as we continue to scale globally, Australia is a key focus," said Tenshi Adachi, general manager, Japan and Asia-Pacific, Dialpad. "With a strategically located data centre in Sydney, we are pleased to bring our scalable and reliable communications platform to more Australian businesses."

#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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Published: Monday, April 26, 2021

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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