Dialpad Announces a Vision of Pre-Emptive Customer Service With Agentic Ai and Enterprise Platform Enhancements

Dialpad continues its leadership as the only contact center platform that can coach agents in real time with native Ai

Dialpad, Inc., the leading Ai-powered communications intelligence platform, today announced its strategic vision for agentic Ai, alongside significant platform enhancements that deliver immediate business value through real-time intelligence capabilities.

Paving the Way for an Agentic Ai Future

Dialpad's Agentic Ai platform will enable businesses to deliver what Gartner calls "pre-emptive customer service" – anticipating and addressing customer needs before they become issues. This means that the platform will facilitate autonomous systems that proactively manage customer interactions, adapt in real time, complete complex tasks with minimal oversight, and ensure seamless handoffs between Ai and customer support agents.

“Dialpad’s journey has always been about more than just communications,” said Craig Walker, Founder and CEO of Dialpad. “Our platform's unique ability to coach agents in real time is just the beginning, and we will always keep pushing the boundaries further. We’re laser-focused on revolutionizing customer interactions, with systems that adapt in real time and complete complex tasks. This is about transforming customer experience and empowering businesses to serve their customers in an entirely new way.”

Dialpad is uniquely positioned to lead the market in agentic Ai and deliver the next generation of customer experience that redefines how businesses connect with their customers. Dialpad remains uniquely positioned as the contact center platform that can coach live agents in real time during each call using native Ai features built into its core platform, and will soon augment those solutions with fully agentic Ai.

Today, Dialpad customers will now be able to give their teams:

• Ai Live Coach: Proactive, in-the-moment guidance for live agents during each and every conversation, including real-time information gathering from the company's entire knowledge base.
• More customer data to support customer calls through additional and expanded integrations with Salesforce, Hubspot, Freshdesk, Microsoft Teams, and many more.
• An Ai CSAT score after the call along with insights and tips on how to improve the customer experience for next time.
• Automatic syncing with Salesforce and other CRMs: Call summaries, action items, full transcripts, and call dispositions synced with your CRM within minutes of the conversation.

"With Dialpad's AI, we saw an immediate impact," says Raymond Dunne, Vice President of Operations at Foley. "At Foley, regulatory compliance is mission-critical for our customer. We've created an extensive Ai Live Coach library that serves as real-time guides, ensuring our agents always provide accurate compliance information. This saves our supervisors hours each week."

With the release of our Agentic Platform, customers will be able to create practical, fully autonomous, applications such as:

• Order Tracking: Ai Agents will automatically authenticate customers, access order systems, and provide real-time shipping updates with delivery estimates and tracking options.
• Appointment Management: Customers can reschedule appointments through Ai Agents that identify them, show available time slots, and update scheduling systems automatically.
• Recruitment Screening: Ai Agents will conduct initial candidate interviews, collect qualifications, store information in HR systems, and schedule promising applicants for human interviews.

The platform will also include an agent management toolkit, designed to improve efficiency and accelerate time-to-value for agentic implementations by up to 75% compared to typical execution timelines.

Dialpad's agentic platform will be available in fall 2025. Eligible customers and partners can request early access through their account representative.

Enterprise-Ready Platform Delivering Measurable Results Across Global Organizations

Dialpad's current platform already delivers significant, measurable business impact through its real-time Ai capabilities. A Forrester Total Economic Impact report highlights how Dialpad customers experience 20% reduction in average handle time, 50% decrease in post-call work for agents, 75% reduction in manual tasks for managers, and 10% drop in annual agent turnover.

Dialpad has also enhanced its Microsoft Teams integration, offering unparalleled contact center capabilities that make it the contact center of choice for Microsoft-centric enterprises. Key enhancements include simplified setup through self-serve direct routing, two-way presence syncing for accurate status reflection, and an enhanced embedded experience within Teams. This seamless integration enables organizations to operate Dialpad's advanced Ai-powered features directly within Microsoft Teams while maintaining full visibility, control, and an exceptional customer experience. As a testament to the Microsoft ecosystem integration, Dialpad is working towards the Certified Contact Center Solution for Microsoft Teams this fall.

The platform further supports global enterprises with expanded Ai language support for eight languages, advanced security controls, compliance tools for data governance, and strategic integrations for workflow automation. For a comprehensive overview of all technical updates, visit the Dialpad blog.

A Bold New Look

Alongside these functional enhancements, Dialpad unveiled a brand refresh featuring a modernized logo, updated color palette, and redesigned app interface. The app refresh isn't merely aesthetic—it incorporates substantial ease of use enhancements that directly address feedback from our customers. This new visual identity reflects Dialpad's approach to delivering seamless and approachable Ai solutions for modern businesses.

See Dialpad's bold new look for yourself and explore the full brand transformation at the Dialpad blog.

About Dialpad

Dialpad is the leading Ai-powered communications intelligence platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers such as Randstad, RE/MAX, Nasdaq, Express Scripts, T-Mobile, Johns Hopkins, Motorola Solutions, Tractor Supply, and Netflix use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, GV, ICONIQ Capital, and OMERS, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

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