Dialpad Inc., the industry leader in AI-powered communication and collaboration, today 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.
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“With a strategically located data centre in Sydney, we are pleased to bring our scalable and reliable communications platform to more Australian businesses.”
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. After seeing strong customer adoption for its AI-powered calling, conferencing and call centre platform from brands including Xero, Bing Lee, Deputy and Randstad Australia, Dialpad is increasing its investment through both the channel and direct relationships.
“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.”
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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 $1.8M in 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.”
A key differentiator for Dialpad as it expands in the region is its proprietary Voice Intelligence (Vi™) technology which delivers real-time business optimization, including call coaching, automated note-taking, sentiment tracking and transcription analysis. With more data to analyze coming from Australian users, Dialpad’s Vi will more quickly learn to understand the local dialects, helping improve transcription accuracy for customers globally.
“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.”
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