Dialpad Inc., the industry leader in AI-powered communication and collaboration, announced Cricket Australia selected Dialpad’s Cloud Contact Center to improve its customer and fan experience. Cricket Australia, the national governing body for the game in Australia, helps procure and deploy technology for all state and territory associations. The organization chose Dialpad to ensure call center operations run smoothly for its members, including Western Australian Cricket Association (WACA) and South Australian Cricket Association (SACA), especially during peak season.
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“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.”
Prior to Dialpad, Cricket Australia experienced consistent system outages and reliability issues. The organisation’s previous provider could not handle the volume of calls, impacting members’ ability to renew their memberships or book hospitality experiences. Dialpad’s unique split-cloud architecture, built by the talented engineers on the Dialpad India team, ensures Cricket Australia’s customer support team stays connected, no matter where they are.
“We looked at four or five different solutions and Dialpad was the clear standout. From the modern interface to the built-in Voice Intelligence (Vi™) and granular analytics, Dialpad delivers a completely unique experience,” said Murray Newham, Senior Manager, Cloud Platforms, Cricket Australia. “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.”
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Customers like Cricket Australia depend on Dialpad’s secure, reliable and scalable technology to fuel their operations. With Dialpad India responsible for building and maintaining the telephony platform that supports all of the company’s cloud-native products and services, they are a critical component in keeping over 73,000 businesses — and sports teams — running smoothly.
“The Dialpad team here in India are massive fans of cricket and we share a special bond with Cricket Australia. We couldn’t be more thrilled that the technology we have built around reliability and usability is supporting Cricket Australia as they look to modernise their tech stack,” said Amit Kaul, India Country Manager and Vice President Engineering, Dialpad. “We are excited to see the difference Dialpad makes for cricket and we hope to see stadiums full of fans all over the world later this year.”