Dialpad Dialpad is an AI-powered cloud communication platform that makes it easier and more efficient to connect and collaborate with your team. Try for free! en-us Tue, 27 Sep 2022 00:05:59 -0700 Tue, 27 Sep 2022 00:05:59 -0700 We Are Dialpad: Dana Hoffmann https://www.dialpad.com/blog/we-are-dialpad-dana-hoffmann/ Wed, 05 Dec 2018 18:30:00 -0800 https://www.dialpad.com/blog/we-are-dialpad-dana-hoffmann/

Name: Dana Hoffmann

Role: Engineering Manager

What do you do at Dialpad?

I am a software engineer and newly-minted manager on the Telephony Engineering

team. We take care

of everything infrastructure-related here at Dialpad, which means we’re responsible for building a robust and scalable network that lets users communicate from anywhere in the world.

Most of my work so far has been on the Google App Engine, including building the APIs that handle our internal number management, call setup, and so on. My immediate customers are all internal: product engineers who use our APIs, technical support reps, and other engineers on the team.

How did you get into your career?

I originally studied electrical engineering and physics. In my first engineering job out of university, I developed signal processing algorithms for ethernet modems, and implemented them in ASIC. When I was looking for a change, I joined a company that had a lot of its signal processing algorithms implemented in software. My hiring manager made a leap of faith and gave me a chance to become a legit software engineer. I discovered that I like the faster pace and the opportunity to make changes and add features without waiting for a full tape-out cycle.

What drew you to Dialpad?

I knew very little about Dialpad when I was first contacted by Marcus, our recruiter. But all the engineers I talked to during the phone screens and on-site interviews were raving about the company culture, the sense of ownership and autonomy they get. I got excited about working with this group of smart, driven people. The further I got in the hiring process, the more I wanted to be part of it!

What's been your favorite project and why?

One of the first areas I took ownership of, almost as soon as I joined, was the number management APIs and models that we maintain in our telephony infrastructure. Realizing we were missing some tools to help troubleshoot problems and minimize the amount of manual work required of telephony engineers, I went ahead and built those tools. I was given complete autonomy and encouraged to redesign the APIs used by the products, and make the telephony code more robust.

What's one thing people would be surprised to learn about being an engineer?

I think many people don’t realize what a significant part of the day-to-day work involves communication. Whether it’s collecting requirements from customers, collaborating with other engineers, interacting with QA, or writing documentation, good engineers don’t operate in a bubble — they really make use of those communication skills.

What advice do you have for people who are just starting out in your field?

Try to find a company that makes you excited. Keep challenging yourself and learning new things. Remember you’re in charge of your own career development, and make sure to step out of your comfort zone at least once in a while.

Interested in joining Dana’s team? We have openings across departments and offices from Vancouver to San Francisco! Take a look at our careers page below.

Top 3 seasonal challenges facing security teams https://www.dialpad.com/blog/top-3-seasonal-security-challenges-for-security-teams/ Tue, 04 Dec 2018 21:06:00 -0800 https://www.dialpad.com/blog/top-3-seasonal-security-challenges-for-security-teams/ As the end of the year approaches, businesses everywhere will be focused on seasonal hiring, managing employee travel plans and meeting final product deadlines. This flurry of activity often leads to increased security vulnerabilities. Don’t take any chances! Here are the top three seasonal security challenges to look out for and how to minimize your team’s risk.

Challenge: User provisioning

The first item of business when onboarding your seasonal hires will be getting them the right access to tools and resources – quickly.

Solution: To make user provisioning as quick and safe as possible, we recommend integrating tools with a Single Sign-On (SSO) Solution that also supports System for Cross-domain Identity Management (SCIM). Some of our favorites include Okta and OneLogin. These tools will also allow you to link SSO with your HR system to preset triggers for provisioning and de-provisioning based on contract start and end date.

Challenge: Traveling with company devices

More frequent travel and WFH days aren’t unusual during the holidays but it goes without saying that any time employees take company assets on personal trips, your company’s data is at risk for theft or loss.

Solution: We recommend taking a three-pronged approach to combating this seasonal security concern.

  • Preventative control. Remind employees to stay vigilant when working remotely or taking company devices home. Share best practices and timely cybersecurity news via email newsletters or all-hands meetings to discourage use of company assets during personal travel.

  • Detective control = Use access management proxies to track where users are logging in from and increase monitoring for geographic zones where users wouldn’t normally be.

  • Corrective control = Lastly, ensure encryption and remote-wipe are turned on for all devices that store company data. In the event of a device being stolen or lost, this is the easiest way to correct the situation.

Challenge: Increased feature releases

Solution: Build automated security testing into your development lifecycle with linters and code security scanners. These will allow for security checks across your code deployments allowing for scale without manual intervention. Focus on security reviews by working with product teams to determine high-risk features and timelines for release. If resources are available, we recommend running pen tests with an internal red-team. Once releases go out, monitoring should continue for potential fraud and misuse.

Although these challenges are framed for seasonal changes, the solutions that are proposed are applicable for a successful security program year round. If you’re ramping up Dialpad usage for your team members during the holidays, check out our new integration with OneLogin and other SSO/SCIM solutions such as Okta to keep your business communications safe and secure!

We Are Dialpad: Laura Swinson https://www.dialpad.com/blog/we-are-dialpad-laura-swinson/ Wed, 21 Nov 2018 03:42:00 -0800 https://www.dialpad.com/blog/we-are-dialpad-laura-swinson/

Name: Laura Swinson

Role: Tech Lead of Growth

What do you do at Dialpad?

A better question would be what haven’t I done at Dialpad? I started out building account settings, promo codes, and checkout flows in Dialpad UberConference. Now as tech lead of the growth team I focus on driving user sign-ups, fighting fraud, and building the analytics tools we need to monitor both those things.

How did you get into your career?

My brother suggested I take a computer science class in college since I like math and logic puzzles. I took a non-major CS class the summer after my freshman year and really enjoyed it. My parents had always pushed me to major in something that had a career ‘attached’ to it so computer science was an easy choice.

What drew you to Dialpad?

The people. More specifically it was the pitch I got from co-founder Brian Peterson during my interview. I remember him being so excited about Dialpad’s technology and how the company was changing business communications. His energy and enthusiasm were so inspiring, and I’m happy to say he’s now my direct manager.

What's been your favorite project and why?

I really liked working on Dialpad Free. While we were building it we got to invent a new country: Dialpadistan. And when it launched, we had a billboard on the 101 that got a lot of attention. It also involved making changes to a lot of different parts of the Dialpad code, so I learned how a lot about porting numbers, caller ID, and how calls are made.

What's one thing you’ve learned about engineering since joining Dialpad?

The code builds on itself. If you don’t take the time to build something correctly from the beginning, adding new features in the future will take longer and longer. The code becomes very fragile because you have to make hacks instead of extending a good design.

What advice do you have for people who are just starting out in your field?

When I was first starting out I was nervous to change too much code. I thought I would break something, so I’d try to jam in a small change somewhere. That’s bad! Read all the code you can when you have your first few projects. If you understand how the existing system works, it will be so much easier to modify it and not create bugs.

Interested in joining Laura’s team? We have openings across departments and offices from Vancouver to San Francisco! Take a look at our careers page below.

5 benefits of cloud contact center software (and why you should switch) https://www.dialpad.com/blog/benefits-of-cloud-call-centers/ Fri, 06 Apr 2018 00:31:00 -0700 https://www.dialpad.com/blog/benefits-of-cloud-call-centers/ If you're still using on-premises call center software, it might be time to move to the cloud.

Not only does it give you more flexibility. it's also generally more cost-effective. In fact, let's look at a few of these advantages in more detail.

5 key benefits of using cloud contact center software

1. $$$

On-prem technology vendors are notorious for nickel-and-diming businesses on installation costs, voice features, and integrations with other systems. Let’s face it—the hardware sitting in your closet isn’t doing your budget any favors. Need call recording? Connection to the PSTN? An integration with your CRM? No problem...as long as you’re willing to shell out some serious cash.

Cloud solutions on the other hand, require no hardware purchases, maintenance, or upgrades so your total cost of ownership (TCO) significantly decreases. Teams work from the devices you already own. CRMs are synced via APIs, and the money you used to spend on your IT closet goes right back into your business.

👉 Quick tip: Dig deeper into how the best solutions stack up against each other in this cloud contact software comparison.

2. Scale at your own speed

While it’s not impossible to scale with on-prem solutions, the process is usually complicated and involves a lot of guesswork. Whether scheduling business around installation downtimes, calculating additional hardware costs, or simply trying to coordinate between your staff and your service vendors, there are a lot of unknown variables at play.

And that’s just for scaling up. If you ever have to scale your team down, for example during an off-season, you’ll be stuck with the unused hardware until you’re able to staff up again.

Scaling with the cloud is easy. You only pay for the licenses you need, when you need them, and the uptime is practically instant.

3. Your apps are better together

Why invest in a communications tool that makes it harder for you to actually get work done?

While there are on-prem call center platforms that integrate with tools like Salesforce or Zendesk, businesses are typically looking at high licensing fees and installation headaches.

Cloud contact center platforms are already ahead of the game when it comes to integrations. APIs make it possible for your cloud contact center to sync and pass data between Salesforce and Zendesk without any extra workarounds or paid add-ons (and in the case of Dialpad, many of your favorite apps are natively integrated right within your platform).

4. Mobility matters

One of the biggest downsides of being tethered to all the hardware that comes along with on-prem call centers is that it ties agents to desks and devices. So the idea of mobility, flexibility, or simply having the freedom to work in the best environment for your team’s productivity goes right out the window.

The beauty of the cloud is that it’s everywhere—literally. Calls ring out across all your connected devices. Not at your desk? No worries—take the call on your cell and then switch over to your laptop or desk phone in one click.

5. Happy agents, happy customers

If you’re an agent on a legacy system, chances are you’re juggling between answering calls, managing the call queue, taking notes, and logging tickets—all across different apps or platforms. And if you’re a customer on the other end of all that...well, it isn’t pretty.

With cloud-based call center solutions, agents aren’t scrambling to find the right answer or toggle between tabs since CRMs natively integrate with them. Everything is front and center, exactly when and where they need it. And on the customer's end, they gain a happier agent and an improved customer experience.

Better customer experiences are calling. It's time to answer on a platform that works like your team does—from anywhere, on any device.

Dialpad Ai Contact Center offer teams a better path to exceptional customer experiences with a completely hardware free, cloud-based platform that hosts voice calls, business text messaging, instant messaging, and contextual customer information all from the same, beautiful interface.

Dialpad @ Google Next | Thursday https://www.dialpad.com/blog/dialpad-google-next-thursday/ Thu, 09 Mar 2017 23:12:00 -0800 https://www.dialpad.com/blog/dialpad-google-next-thursday/ Image credit: @slac

The Dialpad team has set up camp at booth #E9 at Google Next! Come grab a beer with us at the booth or catch Dialpad CEO, Craig Walker’s talk on filling in your IT stack with the Recommended for G Suite apps program— March 10, 2:40 PM–3:40 PM.

As the team behind Google Voice, the Dialpad troops are pretty excited about Google Next. Here’s a rundown of your need-to-know info on everything Google Cloud Platform, G Suite and Dialpad.

Google Next: Day 1 highlights

New security features

Underscoring that security is fundamental to the Google Cloud mission, yesterday’s keynote speaker Urs Hölzle, Google’s senior vice president of technical infrastructure, announced six new security features for Google Cloud Platform and G Suite.

“By baking security into everything we do and offering innovative capabilities that build upon this secure foundation, we create many different layers to prevent and defend against attacks and implement enterprise security policies so that our customers can feel confident partnering with us to achieve their business goals.”

- Urs Hölzle, Senior Vice President of Technical Infrastructure, Google

Easy content migration

More and more IT leaders are buying into the G Suite vision and looking to future proof their organizations. While G Suite is lightning-fast and easy to implement, many legacy systems still contain content and documents essential to the business. Content migration is often referred to as the iceberg of implementation projects.

Google is tackling this head on with its recent acquisition of AppBridge, the enterprise grade G Suite migration tool that helps IT leaders achieve the goal of shifting from their on-premise, cloud-based and hybrid solutions, to Google Drive.

“With AppBridge, your organization can migrate files effortlessly to G Suite from your existing file servers or content management systems like SharePoint, or from many other cloud platforms you might be using. File permissions are also brought over when you migrate, which means your team's file access remains unchanged and your data stays safe.”

- Alex Vogenthaler, Group Product Manager, Google Drive

Future-proof your investment with G Suite + Dialpad

Dialpad is redefining voice for enterprise with scale, security, speed, and relentless innovation—all built on the Google Cloud Platform. Employing a microservices approach and utilizing WebRTC technology, we’re able to roll out new product enhancements every week without down time, and scale at an incredible speed. In other words, Dialpad is a perfect example of cloud-first architecture that, by leveraging Google technology, will always be ready for tomorrow at no extra cost to the customer.

G Suite (formerly known as Google Apps for Work) is one product suite to create, to collaborate, to share, to meet and connect, and it works from any device. It is a born-in-the-cloud suite of apps, including Gmail, Docs, Drive and Calendar, designed to make businesses more connected, so they can move faster and go bigger than the competition.

Dialpad compliments the G Suite mission beautifully and our customers constantly report huge productivity gains and even bigger cost reduction. For example, Percolate’s Director of IT, Kyle Jackson, saved 60% on his telephony bill while inspiring a motivated, work-from-anywhere culture by deploying Dialpad—in 24 hours with just two IT support staff.

Dialpad’s G Suite integration takes collaboration to an entirely new level.
— Kyle Jackson, Director of IT, Percolate

The anywhere worker IT stack

Dialpad + G Suite across all devices

Dialpad is mobile-first and can be used across all devices. That means you have full flexibility to start or join video meetings and voice calls from any device, including Google’s Chromebooks or Android for Work-enabled devices where Dialpad has also built steely integrations.

Native integrations with G Suite

Built by the team behind Google Voice, Dialpad naturally has a suite of Google integrations up its sleeve ready to delight G Suite workforces. Some examples are:

  • Employees can sign-in to Dialpad with their Google credentials using Google’s SSO saving time and headspace used looking for and remembering passwords
  • Admins access their G Suite directory natively, making it dead-easy to spin up offices anywhere
  • Contacts sync bi-directionally with G Suite so your address books are always up to date

Dialpad, the #1 cloud communications partner for G Suite

Today, Google has 15 partners included in the Recommended for G Suite program within 10 different categories ranging from Document Management Systems over CRM to UCaaS or Unified Communications, the category home to Dialpad (although we’re redefining this category as Modern Business Communications).

These categories were identified by Google because these solutions have the strongest demand from Google’s Enterprise customers who are serious about transitioning the business processes into the cloud.

“Our partners like Dialpad have gone the extra mile in building extremely robust integrations with a great user-friendly UI, and thus have strong momentum in the marketplace with customers of all sizes and across various regions. Dialpad really compliments G Suite.”

- Adam Massey, Director, Strategic Tech Partnerships, Google Cloud

IT visionary spotlight: The strategic mistake IT leaders must avoid https://www.dialpad.com/blog/it-visionary-spotlight-the-strategic-mistake-it-leaders-must-avoid-with-tony-danna-national-director-of-cloud-solutions-engineering-at-sprint/ Wed, 22 Feb 2017 00:47:00 -0800 https://www.dialpad.com/blog/it-visionary-spotlight-the-strategic-mistake-it-leaders-must-avoid-with-tony-danna-national-director-of-cloud-solutions-engineering-at-sprint/ With nearly 60 million customers, Sprint is one of the largest mobile network operators in the U.S. Its services have transformed the way people stay connected, and Sprint understands the power of working beyond the traditional eight-hour workday. We sat down with Tony D’Anna, National Director of Cloud Solutions Engineering at Sprint to explore his perspective on the 9-to-5 and the strategic mistake he believes IT leaders must avoid.

1. Do you believe the 9-to-5 workday has changed in the last 25 years? If so, in what ways?

The 9-to-5 workday has dramatically changed over the past 25 years. The blue-collar workers who clocked in and out at company locations or factories are now commonly asked to do so with a mobile device or through some sort of geo-fence. Competitive cost pressures primarily drove this change as it simply costs too much to have workers report to a common work location.

In the white-collar world, the change is even more pronounced for the same reasons. Companies need to attract top minds and talent. Those individuals do not want to be limited to working at a set place for set hours.

The advent of mobile computing and the internet allowed employees to access information from anywhere. Plus, companies have more control as to how to secure their confidential information. Twenty-five years ago, taking work away from the office meant taking paper files and like materials. Now it can be digital. Workers can work anywhere at any time.

Companies need to attract top minds and talent. Those individuals do not want to be limited to working at a set place for set hours.
— Tony D’Anna, Sprint

An excellent example is my current environment where I am authoring these responses: a county courthouse jury room. Years ago, this would have been a wasted day that could not be recouped. No longer.

The tipping point that allowed workers to truly work anywhere, anytime, at anytime, full capacity, was when the office phone became “mobile.” One-number-type services have been around for several years. Unified communications with real-time presence and full access to corporate telephony is truly coming into its own.

In fact, remote workers work more than eight hours a day in many cases. The time saved in commuting and stress levels makes the ROI easy to see for most employees.

2. Do you believe flex-time, i.e. allowing people to choose their own schedule, impacts productivity? If so, why?

Flex-time won’t enable productivity if the company does not provide the tools and the worker does not bring the discipline to make it so. A worker must have discipline to work during those times they are unsupervised. Providing them the opportunity does not ensure their success. Expectations must be set and mutually agreed upon.

At the same time, workers cannot be productive with flex hours if they cannot execute their role in “off” hours. A cashier at a grocery store cannot do their job in the middle of the night. On the other hand, knowledge workers like engineers, designers, sales and others can work any time.

Forward-thinking leaders are adapting to the world beyond the 9-to-5. Download our eBook to learn how.

3. Does enabling your employees to work from anywhere and at any time influence your IT decisions? If so, how?

An IT leader that does not factor in enabling employees should look for a different career path. Just-in-time manufacturing was the buzzword and all the rage in the 1990s. Operations managers who did not believe in the concept saw their companies disappear. IT leaders who do not plan how to ensure all employees can be productive when working remotely are making a strategic mistake they may not be able to recover from.

4. What technologies do you consider essential for working outside the traditional 9-5 hours?

It’s not a short list. While different roles require different tools, access to communications tools — meaning telephone, mobile computing, internet access, VPN capability and presence – must be at the top of the list for all roles. An employee who cannot communicate with co-workers, clients and partners will not be able to collaborate.

A department that can set up an employee to work remotely as if they are in the office will not have issues providing them access to the other necessary resources, such as CRM, inventory, shared templates, etc.

5. What advice would you give to other IT leaders who are looking to support a work from anywhere and anytime culture?

Employees embrace an anywhere, anytime culture that is collaborative and easy to work in. Overburdening employees with multiple security concerns, complex technologies, or proprietary systems that limit your options will demoralize them. Invest in employees and be open-minded.

Employees embrace an anywhere, anytime culture that is collaborative and easy to work in. Overburdening employees with multiple security concerns, complex technologies, or proprietary systems that limit your options will demoralize them.
— Tony D'Anna, Sprint

Today’s workers don’t think twice about working from anywhere. D’Anna noted this when he found himself responding to these interview questions from jury duty, which in a different era would have brought work to a halt. Motivated to help their organizations reach new heights of creativity, productivity, and efficiency, IT leaders like D’Anna have increasingly opted to equip their organizations with cloud-first collaboration solutions—tools designed to empower the modern workforce.

To learn more about how and why IT leaders are ditching the 9-to-5 for more flexible ways of working, read our new ebook.

Say this (not that!) https://www.dialpad.com/blog/say-this-not-that/ Fri, 20 Jul 2018 06:26:00 -0700 https://www.dialpad.com/blog/say-this-not-that/ If you’ve ever worked in a call center or contact center, there’s a good chance you’ve dealt with some not-so-happy customers. Okay, so maybe a really good chance. Of course it makes sense. Customers tend to reach out when they're already frustrated. Plus, agents usually end up wearing more than one hat on the job. You’re therapists. Life coaches. Friends. And more often than not, punching bags.

Meeting customer expectations hasn’t gotten any easier, especially with the rise of omnichannel customer service. Your customers expect you to have the right answer, right when they need it, and on the channel they prefer.

More and more, you only get one shot at a good first impression with customers. Here are five lines to avoid saying on your next support call, how to navigate around those uncomfortable moments, and suggestions to try next time.

DON'T SAY: "I'll have to put you on hold."

No one likes being told to wait. Especially customers. According to Harris Interactive, 75% of customers believe it takes too long to reach a live agent. Putting customers on hold is about as old as the phone call itself (okay, maybe that’s not exactly true). But agents have good reason for the queue—sometimes you need a minute to pull up customer information or track down the right answer and placing a customer on hold buys you some breathing room.

SAY: "Do you mind if I put you on a [time frame] hold while I retrieve the information for you?"

This presents going on hold as a choice, rather than a directive. It also gives context as to why they’re being told to wait and how long they can expect to hold, if you can realistically offer that up. ICMI reports that 82% of consumers say the #1 factor that leads to a great customer service experience is having their issues resolved quickly, so when in doubt give them as much info up front before placing them on hold.

DON'T SAY: "You need to speak to someone else."

If there’s one thing customers hate more than being put on hold, it’s being tossed around like a frisbee. Don’t get us wrong—if another agent has the right answer, you should point your customers to them. But without context, your customer doesn’t know why they’re being transferred or how long they’ll be on hold while you track down the next agent.

SAY: "I'm not the best person to help you with this but my colleague [Name] is. Can I transfer you to them now?"

Being transparent about why the transfer is happening and what they can expect from their next interaction is key to making your customer feel at ease.

DON'T SAY: "I know it's a bad policy."

Oh man. Although you've probably intended to be empathetic here, what you’ve actually done is thrown your own team under the bus. While it is important to acknowledge your customer's feelings, you want to make sure you’re doing so without undercutting your products, services, or your brand. After all, not every customer is going to like every policy, especially when they’re not getting what they want.

SAY: "I'm very sorry about this. Is there any other way I can help?"

This signals that you understand your customer's frustration and you're willing to work with them to solve a portion of the problem. Remember, these conversations are tricky and don’t always end with happy customers. The best you can do is stay calm, polite, and straightforward.

DON'T SAY: "I can't help you with that."

This is all but asking for the pitchforks and torches. Even if it’s true, telling a customer that you can't help them is one of the worst things you can say during a support call.

SAY: "I'm sorry that I can't answer that for you. Is it okay if I do more research and follow up within [time frame]?"

This works for a few different reasons:

A. You’re being empathetic
B. You’re being honest
C. You’re offering a resolution and an expected outcome, within a specific time frame.

Setting expectations for customers and providing a follow up not only gives your customers peace of mind, it also shows them that you’re thoughtfully trying to resolve their problem.

DON'T SAY: "I promise...

Remember that old saying about writing checks you can’t cash? Making promises to customers isn't inherently bad, but you can run into some real trouble when you do it about things outside your control, like product release dates or policy changes. Not only does it come off as disingenuous, but it can end up making the whole team look bad if the promise doesn’t pan out.

SAY: [Use your best judgment]

This one’s tricky. Depending on what the customer is asking for, you may not be able to offer up any guarantees or timelines at all. Your best bet is to stay straightforward, polite, and transparent.

If it’s a request for a new feature, offer to take down the customer’s suggestion and follow up with your internal team. Or inform the customer of where they can go to learn more about upcoming features on your roadmap.

Practice makes perfect. Half of the battle is getting more experience navigating through these tough conversations. The other half is having the right tools to make conversations easier.

To learn more about how Dialpad can help your support team learn and grow from customer conversations, request a free trial below.

Our communications technology is heading for the G Suite Marketplace! https://www.dialpad.com/blog/dialpad-announced-communications-technology-gsuite-marketplace/ Tue, 24 Oct 2017 17:15:00 -0700 https://www.dialpad.com/blog/dialpad-announced-communications-technology-gsuite-marketplace/ You might be thinking, so what does that mean? Well, this is major news for everyone using Gmail or Dialpad in a business of any size, and for their employees alike, as it holds the potential to change the way you work, forever.

Dialpad is a business phone system natively integrated with G Suite and built to make you more productive, collaborative, and efficient. If you’re currently using G Suite for work, your ability to communicate and collaborate with colleagues just got a whole lot easier and cooler too, if you ask us.

Former Google Voice engineer extraordinaire and Dialpad Co-founder, Brian Peterson, shares his Top 5 reasons why you should activate the Dialpad Add-on in the G Suite Marketplace immediately. And then get back to work!

#1 Built for the anywhere worker

Whether you’re finalizing a project plan with a co-worker, or shooting the latest customer prospect list over to your boss, the ways in which we communicate with our colleagues have come a long way since email was a new and novel business communication tool in the '90s.

In March, Google Cloud announced it was integrating the power of productivity apps into Gmail with Add-ons, allowing users to access an app's functionality directly from Gmail in just one tap, no matter the device.

The Dialpad Add-on already makes it easier to collaborate in Google Docs, Sheets, and Slides by offering integrated voice calling and instant messaging options on any device, anywhere, at any time.

When we learned we were chosen as one of a select group of ISVs granted early access to the Gmail Add-on Developer Program, our engineering team got really pumped up. We couldn’t wait to tinker with the APIs, and develop native enterprise workflows to unify two critical forms of communication - email and phone - within G Suite, ultimately bringing the Anywhere Worker to life within Gmail.

#2 Intuitive communications

Since Day One we’ve built Dialpad with you, the end user, in mind. Our goal was to create a communications platform that was simple by design, yet powerful in motion and easy to adopt by both a tech savvy millennial and a change-averse employee. I am 100% convinced we’ve created the most intuitive user interface for the #1 pure-cloud business communications solution on the planet. We can’t wait to see our intuitive navigation features come to life within Gmail, further enhancing the functionality and collaboration capabilities of an already dynamic email system.

#3 Native G Suite integration—on any device

By now you know that Dialpad offers native integrations with G Suite, making work more productive than ever before for G Suite users. Once you activate the Dialpad Add-on from the G Suite marketplace, the app is immediately available for use within the browser and across Android applications. Once activated, you can message or call colleagues, automatically view a list of your most recent email interactions, or save a new contact right from within Gmail. It’s seriously that easy - now you’re really in business!

#4 Dialpad is the only business phone system built on the Google Cloud Platform

Google is literally in our DNA. We built Dialpad on the Google Cloud Platform from the ground up, which enables us to provide the industry’s most scalable, reliable and modern business communication platform.

By utilizing state of the art open source technologies from Google, such as WebRTC, Dialpad can provide customers with the most innovate set of business communications features. Reliability, scalability and rapid deployment are core components of Google Cloud Platform’s innovation machine and have rubbed off on us here at Dialpad in a major way.

#5 We're the team that brought you Google Voice

In 2007 Craig Walker, our CEO, assembled a visionary team to build Google Voice and disrupt traditional phone companies by moving the original GrandCentral to Google and launching telephony in the cloud.

Ten years later, we’re back with a bold mission to disrupt the world of business communications forever and Kill the Desk Phone for good. What does this mean for Dialpad users? We’ve incorporated the lessons learned at Google - lightning fast innovation, massive scalability, intuitive design features - and firmly planted them at the center of everything we do at Dialpad.

Empower your anywhere workers with Google Workspace + Dialpad https://www.dialpad.com/blog/empower-your-anywhere-workers-with-g-suite-dialpad/ Thu, 02 Mar 2017 17:27:00 -0800 https://www.dialpad.com/blog/empower-your-anywhere-workers-with-g-suite-dialpad/ Google Workspace, formerly G Suite, empowers teams across the globe to interact, collaborate, and grow together. Read on to learn how the cloud-based platform, with the help of Dialpad, offers teams like Second City the freedom to work from anywhere.

G Suite is now Google Workspace

Whether screen sharing a board report or sending an instant message to your teammate, the ways in which we communicate with one another have come a long way since two cans and a string.

This past fall, Google announced that it was making a renewed effort towards their pledge of “helping people everywhere work and innovate together, so businesses can move faster and go bigger.”

Dialpad, created by the same team that built Google Voice, is the business communication system that moves with you, cutting the cord on your desk phone and offering you to the option to work from anywhere.

Thanks to Google’s Cloud Platform (which also powers Google Workspace) Dialpad is able to bring the power of voice to the tools your team uses every day like Salesforce, LinkedIn, and most importantly, productivity suites like Google Workspace.

Read on to learn more about how Second City’s move to the cloud saved their business after a devastating fire, and why you should be integrating with the only business phone system natively built for Google Workspace.

Simplified branding, renewed focus

The productivity suite includes popular business tools like Gmail, Google Calendar, and Google Docs. These tools offer users real-time collaboration, with the ability to edit a doc or add a slide with team members live.

Google Workspace still includes these tools in addition to working on some new additions to the suite in the near future, with a specific focus on in-app integrations. All signs point towards Google’s renewed focus to streamline their productivity apps. Which means less pomp and circumstance and more pressure on single apps to do more for their users, especially when they’re on the move.

Why choose Google Workspace?

Hung up on making the switch? With Google Workspace, business owners can stay connected to their teams from anywhere in the world.

Since it's hosted on Google Cloud, all you need to access docs, slides, or calendar invites is an internet connection. That means that you can tackle work from Vancouver, the subway, downtown Tokyo, or your favorite coffee spot.

Most importantly, Google Workspace offers businesses all their team communication tools in one place. No more searching for that missing slide or the budget proposal. All of your communications are stored in one place, with easy access for your team to search, edit, and share.

Google Workspace gives Second City a second chance

There’s no question: implementing a new system to your team can be pretty painful. Plus it can be a big hit to your productivity.

That’s why the best systems out there work to integrate with the business tools that most companies use every day, drastically cutting down on time needed to train your team.

Take Second City. Their team needed to get up and running pronto after rebounding from a fire that burned through their data center.

With cloud-based collaboration software like Google Workspace and Dialpad, Second City was able to have their team up and running in just five business days. Talk about productive.

The integration with Google Apps is a lifesaver. And as a user, not having to fumble with a company directory, having it live within the application, is incredible.
— Dan Wagner, IT Manager - The Second City

Google Workspace and the anywhere worker

At Dialpad we’re on a mission to unlock your employees’ full potential. Here’s the bad news: it’s being wasted behind those cubicle walls.

With cloud-based platforms like Google Workspace + Dialpad, your team gains more flexibility than ever before to work outside the office. After all, working remotely grew by almost 80% in the US between 2005 and 2012, according to Global Workplace Analytics.

That’s because the average employee is getting their best work done outside the office (and don’t think their managers aren’t noticing). In fact, 61% of employees we surveyed said they’d prefer to work outside of the office at least one full day per week.

If you’re asking more from your team, why restrict where they can get "more" done? Dialpad natively integrates with Google Workspace so your contacts' shared emails, docs, and events are all displayed on one interface.

And integrating with Google Workspace gives your entire team the ability to:

  • View calendar events, shared docs, or recent emails from any device
  • Pull up your entire company directory within seconds
  • And more!

This is the era of the anywhere worker. Work is done over coffee, bus stops, and Uber rides. If your team is already able to use any device to answer emails, edit docs, or schedule meetings, shouldn’t they be able to do the same with their phone?

We don’t just empower your team to work from anywhere, we make it a whole lot easier to do it. Sync with your Google contacts, link up with Salesforce Leads, and even pair up Execs with Assistants. Do all this and more with Dialpad for Google Workspace.

    Spend less, sell more: The ROI of anywhere sales https://www.dialpad.com/blog/roi-of-anywhere-sales/ Fri, 24 Feb 2017 20:03:00 -0800 https://www.dialpad.com/blog/roi-of-anywhere-sales/ Sales productivity has always been a C-level issue. But in the era of the anywhere worker, the challenge matters even more to non-sales executives—especially heads of IT and finance.

    On the IT side, we’re seeing today’s CIOs and CTOs partner with sales managers to adopt and implement those technologies that empower sales teams to work more efficiently. On the finance side, CFOs and controllers provide the counterbalance, seeking ways to reduce spending without affecting productivity.

    We've got an on-demand 60-minute webinar with Google and Nucleus Research exploring both sides of the issue. Our speakers focus specifically on how you can maximize ROI leveraging Dialpad’s pure-cloud modern business communications solution. Join the webinar here.

    In the era of anywhere sales, we expect on-the-go account executives to work as efficiently as representatives based at headquarters. Most organizations, for example, have by now adopted cloud-based CRM, allowing salespeople to update the systems while en route to meetings. Additionally, most reps have access to cloud collaboration tools that keep them in sync with colleagues and clients.

    But modern sales teams still face considerable challenges—from prospecting to closing to account management—and it’s incumbent upon CIOs and CFOs to work with heads of sales in finding solutions. Done right, this partnership can make a big impact in terms of revenue generation by helping companies enable a more productive and tech-savvy salesforce.

    Making that big impact will require acknowledging both the long-term trends transforming the workplace as well as new kinds of technologies enabling anywhere salespeople. The most relevant long-term trend is the rise of the anywhere worker: Dialpad’s recent survey The Era of the Anywhere Worker found that only 19% of employees work at a desk 40 or more hours per week. In that same spirit, a growing number of businesses have explored leaving behind the traditional 9-to-5 workday.

    For those companies who have already adopted cloud-based CRM and productivity solutions, the next logical response to these trends requires a stronger commitment to the cloud-centric business model. In other words, it requires adoption of a cloud-based telephony solution.

    Pure cloud communications doesn’t just make it easier for anywhere workers to stay connected; it also provides the essential glue between the organization’s existing cloud tools. In one clear case, pure-cloud integrations make it possible to automatically track and record critical information in CRM databases, minimizing salespeople's’ manual workload. At the same time, sales managers and CFOs can get a full line of sight into key activity metrics.

    The most innovative organizations have discovered time and time again that cloud communication tools become even more useful when integrated with cloud communications, allowing not just easy access to documents, presentations, and spreadsheets, but also detailed context so salespeople can quickly find the right information at the right time.

    One company, Qubit, considers Google Workspace, Salesforce, and Dialpad crucial to its daily activities:

    Our goal is flexibility. Instead of chaining people to one specific environment, we’re inspiring people to collaborate from anywhere. If people are able to work remotely, they don’t necessarily have to stick to that 9 to 5 status quo.
    — Kyle Eve Head of IT at Qubit

    Most important to the bottom line, integrated cloud systems allow both heads of finance and heads of IT to more easily monitor how much they’re really spending on telephony.

    As part of the on-demand webinar, Nucleus Research unpacks the methodology behind its ROI calculator for Dialpad, revealing how organizations can track how the software benefits their overall revenue. Similarly, Google sheds light on the future of cloud productivity and illustrate the benefits of integrating Dialpad with Google Workspace.

    Get the webinar for strategic insights, practical advice, and useful tools in choosing a new cloud telephony provider.

    What the U.S. can learn from global work cultures https://www.dialpad.com/blog/what-the-us-can-learn-from-global-work-cultures/ Thu, 09 Feb 2017 18:33:00 -0800 https://www.dialpad.com/blog/what-the-us-can-learn-from-global-work-cultures/ Business attire. A firm handshake. Happy hour with a few close colleagues.

    Most aspects of business culture seem immutable, even when they’re as arbitrary as the 9 to 5 workday. New technologies (and, in many ways, the tech industry itself) have left their mark on the workplace, however, challenging even the most established norms. In many work settings, hoodies and jeans have replaced the suit and tie. Hugs and fist bumps have supplanted the handshake among familiars. And, well, we hope nothing ever replaces a good happy hour.

    But for all the changes occurring within the U.S., it’s worth noting that different work cultures have always existed—not just in time but also in place. Read on to learn about how a few countries around the world do work differently, and what we can learn from them.

    Social capital in China

    In a stunning infographic, designer Yang Liu illustrated the stark differences between her personal and professional experiences in China and Germany. Broadly titled “Ost trifft West” (or “East Meets West”), the piece conveys how, in China, opinions are expressed in a long-winded way instead of directly, punctuality is a more fluid concept, and the boss is clearly—not subtly—superior to the rest of the team.

    Several of the comparisons in Liu’s piece point to one of the most important factors in Chinese work culture: “guanxi,” pronounced “GWAN-she” and roughly translated as “relationship.” Rooted in Confucianism and extending far beyond our conceptions of work relationships in the U.S., guanxi describes the complex networks of influence connecting families, friends, and colleagues in Chinese society. Guanxi is so integral to business that it has been found to predict sales growth and provide access to markets for companies operating in China.

    While guanxi has been criticized for contributing to corruption, it’s clear that businesses hoping to succeed in China must have an understanding of the relationships necessary to create that success. It is social capital on a grand scale, and it reveals something essential to the way we all work: underneath technology, underneath processes, and underneath policy, it is people that power our workplaces.

    Off-time in France

    It’s a classic stereotype: Americans live to work, while the French work to live. In 2000, France capped the legal limit for a workweek at 35 hours, with all work after the limit considered overtime. But as mobile and cloud technologies have made it possible for employees to work from anytime, anywhere, companies found it easier to get around the limit by requesting their employees’ time while not in the office.

    Workers' unions fought back, however, leading to a deal affecting 250,000 employees in the technology and consulting industries. Essentially, the deal required that companies not pressure employees into checking their email or mobile devices for work purposes in their off-hours. Things have only advanced since then, with the newest law giving employees the right to ignore emails in off-hours.

    Great news, right? However, sometimes it’s empowering to get work done outside the office—and folly to assume that a worker’s most efficient hours happen in the office at prescribed hours. Depending on the business, one solution could be to reduce required hours in the office, thereby allowing for some work to get done in the off-hours.

    Gender equality in Norway

    In its latest Human Development Report, the United Nations ranks Norway as the number one country in the world for gender equality. Women in Norway hold 40% of seats in parliament. Additionally, 61% of women versus 69% of men participate in the labor force. For comparison, the U.S. ranked eighth in the same report, with women only holding 19% of seats in Congress. The labor force is less balanced too, with 56% of women versus 69% of men participating.

    Notably, Norway’s work culture is equitable in another way: parental leave. Both parents—not just mothers—can divvy up 46 weeks of parental leave paid at 100% or 56 weeks paid at 80%. Here in the U.S., parental leave remains largely a benefit for mothers, and even then they’re only guaranteed 12 weeks of unpaid leave.

    While it’s clear that Norway designed its laws to redefine traditional gender roles, the economic impact has not been overlooked. Granting fathers leave allows mothers to get back to work, helping more businesses hum along more smoothly. In 2012, Norway’s minister of finance compared the value of women in the workforce to its “total petroleum wealth”—valued at over $800 billion. The U.S. has certainly made its fair share of progress toward gender equality, but examples like Norway set the bar even higher.

    Colorful language in Australia

    How often does your boss drop the F-bomb? In the U.S., we generally frown upon vulgar language in the workplace even if we curse like sailors amongst our friends. Australia, however, has no such reservations, with colorful language encouraged as a way of reinforcing camaraderie between employees and supervisors:

    “The Aussies want their boss to join them in a healthy disrespect for rules and formalism, to lapse into broad speech and cuss a bit, and to be affable and ironic at the same time,” according to Richard Lewis, author of “Cross-Cultural Communication: A Visual Approach.”

    Of course, no one should take this as a blank check to swear up and down to try and strengthen your relationship with your boss. But it is a creative, natural method for forming and strengthening relationships, and reminds us of the power of language in daily discourse in developing those relationships.

    In fact, we did a study with the help of Dialpad Ai on swearing in work conversations—check it out!

    Cultural differences aside, there’s one common theme binding workplaces across the world: change. Over the past decade, technology has transformed the way people access information, collaborate with each other, and get work done.

    To learn more about how these changes have affected workers in the U.S., download our report on the Era of the Anywhere Worker.

    Life of a Call Part 5: The Dialpad Telephony Infrastructure https://www.dialpad.com/blog/the-life-of-a-call-5-switch-telephony-infrastucture/ Wed, 01 Feb 2017 18:59:00 -0800 https://www.dialpad.com/blog/the-life-of-a-call-5-switch-telephony-infrastucture/ This is the fifth post in our Life of a Call series by Dialpad co-founder and VP of Telephony and Mobile, John Rector. Previously, John worked at Google as a Senior Software Engineer, building the telephony backend for Google Voice.

    Part 1: The Historical Telephone
    Part 2: PSTN and Modern Telephony
    Part 3: Internet and the Separation of Data & Voice
    Part 4: The Future is Now

    Today’s blog post gives a brief overview of the backend infrastructure that powers both Dialpad and Dialpad UberConference.

    Broad overview

    Within our infrastructure, there are lots of moving parts that work together to set up a single call. The diagram below boils it down to a few key components.

    Definitions and a brief walkthrough of call setup:

    Caller First the caller picks up the phone and dials a phone number associated with Dialpad or Dialpad UberConference. Usually the caller is from the PSTN (just the normal old telephone network).

    The signaling protocol (how to setup a call) for the PSTN is called SS7. The call request goes through AT&T, Verizon, and other large, well-known networks.
    Carrier Eventually the SS7 request reaches a smaller carrier company such as Bandwidth, Broadvox, or Voxbone. These companies specialize in the interface between the PSTN (SS7, TDM, circuit switched) and the normal Internet (VoIP, SIP, packet switched).

    All of our infrastructure is VoIP (Voice over IP) or internet-based. We use SIP (Session Initiation Protocol) to set up calls. None of Dialpad's infrastructure uses SS7 or touches the PSTN directly.
    Datacenter An inbound call request eventually reaches our infrastructure, where it is placed on the right bare metal machine. This machine hosts both ends of the call. For Dialpad UberConference, it hosts all participants and mixes the audio appropriately.

    A single machine can hosts many different Dialpad calls and many different Dialpad UberConference conferences all at one time.
    Web Application But we have to make sure that the call is placed on the right machine. To do this, we also have a “smart” part of the infrastructure with this important algorithm.

    Furthermore, we also have to handle business logic like international call credits, suspended users, call logging, voicemail, etc.

    These functions are done by the web applications Dialpad and Dialpad UberConference. Because these web applications are standard and monolithic, it’s easier to host these on Google App Engine. AppEngine is very much like AWS (Amazon Web Services) used to host many other web applications you use everyday.
    Outbound Calls to Callee Once the caller is placed on the right machine, we have to let the callee (the intended recipient) know there’s someone who wants to speak to them. Our web applications then make outbound calls to callee.

    There are two different types of outbound calls. First, if a person has Dialpad on their desktop then we send a SIP INVITE (invitation to start a call) to the application on their computer.

    Second, if a person has a forwarding phone listed in their account settings then we’ll also make an outbound call there. Since the forwarding number is a PSTN number, this mirrors the process of an inbound call with carriers, SS7, etc.
    Call Accepted, Audio Bridged For the normal use case in Dialpad, we’ll dial out to the person’s client on their computer and any forwarding phone numbers they listed. The first call the callee accepts is bridged, and the other calls are dropped.

    The calls are bridged on the right machine and media (voice conversations!) start transmitting between both sides. The web applications are also notified that the call has started. This allows the web app to log the call and implement more features.

    Design Decisions

    When designing our infrastructure, we’ve made a few key decisions to make our backend more reliable and easier to maintain.

    Infrastructure is simple We’ve designed the machines inside our data centers to be very simple, even ‘dumb’. This means they make few, if any, complicated decisions by themselves. Complex logic is restricted to the web applications where it is easier to develop and test.
    Scales easily By making our worker machines simple, scaling our infrastructure to match traffic is simple too. We just add or remove machines as needed. Also, should a machine fail because of hardware problems then it is easily taken out and another machine picks up the slack.
    Cloud whenever possible As said before, we use both our own data centers that we personally manage and Google App Engine, which is hosted and managed by Google.

    When to use App Engine versus when to use our own machines is an important decision. Usually this comes down to performance. For example, to reduce latency (delay) on active calls we want to know exactly where the machines that bridge calls are. This is why we own those machines, rather than App Engine which only gives us a generic location.
    APIs for control, REST for alerts/callbacks Interactions between components in our systems are abstracted into APIs, or Application Program Interfaces. APIs allow each component to develop internally without breaking other systems.

    Our APIs are also in HTTP REST format, which means they are very similar to the HTTP requests you make during normal web browsing. Making and sending such requests are very simple and standard.

    This marks the end of our Life of a Call series—we hope you liked it! Get telephony, product, and news stories by subscribing to the blog below. Ready to take Dialpad for a spin?

    The Life of a Call 4: The Future is Now https://www.dialpad.com/blog/the-life-of-a-call-4-the-future-is-now/ Wed, 18 Jan 2017 21:53:00 -0800 https://www.dialpad.com/blog/the-life-of-a-call-4-the-future-is-now/ This is the fourth post in our Life of a Call series by Dialpad co-founder and VP of Telephony and Mobile, John Rector. Previously, John worked at Google as a Senior Software Engineer, building the telephony backend for Google Voice.

    Part 1: The Historical Telephone
    Part 2: PSTN and Modern Telephony

    Part 3: Internet and the Separation of Data and Voice

    Today we look at where Dialpad fits in the telecom world.

    The PBX

    Traditionally, business communication was based on the paradigm of every person working out of a single, fixed cubicle. If you wanted to talk to someone in a different department on a different floor of the building, you picked up the desk phone and entered their extension to call.

    A list of people and their associated extensions was right next to your phone. This list would have to be updated regularly if people joined or left the company. If you wanted to call a phone number outside the company you would have press "9" or another button to exit and then the external phone number. Similarly, a person from outside would call the company main line first and then the person's extension. Sometimes a receptionist might answer the call and transfer it to the correct person.

    This is called a Private Branch Exchange, or PBX. The phrase 'branch exchange' is borrowed from descriptions of early telephone networks. It simply refers to the small group of interconnected telephones. 'Private' refers to the closed nature of this group to the rest of the telecom network.

    Typically, a PBX was installed and maintained by the local telecom company. Sometimes it was included as part of the lease for the office building.

    Challenges with PBX

    The PBX paradigm is established and well-known to anyone who has ever worked in an office. However, with the introduction of the internet there have been several challenges to the dominance of the PBX. These problems are especially important to IT managers, whose job it is to make sure all employees have the tools to function and be productive.

    The first challenge is the flexible employee. More and more employees are working from home, traveling for their job, and working non-standard hours. This is chipping away at the paradigm of one person in one cubicle from 9-5.

    In addition, employees are using many different electronic devices — their smartphone, laptop, tablet, or personal computer. This can be by need if one device breaks down. It can also be by desire, as some employees want to bring their own devices to work. Although they may want to use the same physical device, it is still necessary and desirable to keep work and personal data separate.

    Finally, the unity of voice and data through VoIP poses a challenge. Costs can be saved by using only one infrastructure instead of two. Yet VoIP may or may not have the same reliability as normal PSTN, and rolling out such a change across an entire organization is difficult.

    Enter Dialpad

    Dialpad is on a mission to make business communications accessible from any device, anywhere in the world. Our main products, Dialpad and Dialpad Meetings (formerly UberConference), are geared towards the Enterprise market as a single cloud-based platform to resolve the pain points that company "power communicators" often face.

    Dialpad is the cloud-based PBX solution to your traditional PBX limitations. With Dialpad, the devices and systems your team uses every day are integrated right within a single platform.

    Employees use their existing devices to carry on communications across Departments and Offices. Admins can easily scale and manage users from anywhere in the world right from our Admin portal.

    Like most unified communications (UC) solutions, Dialpad also offers teams the ability to sync up with their productivity suite, whether it's Google Workspace or Microsoft 365.

    Where Dialpad solves the issue of mobility in the workplace, Dialpad Meetings tackles the job of simplifying the video conference call. Dialpad Meetings keeps its commitment to the anywhere worker movement, letting conference hosts launch a call from their customizable URL or right over their cell within seconds.

    Dialpad's goal is to take advantage of all the cool and powerful features of browsers and smartphones, yet also retain the ease and reliability of a classic telephone conversation.

    After all, voice is the first social network and it's not going anywhere anytime soon.

    That ends Part 4 of our series. In our fifth, and final part, we'll look at Dialpad's telephony infrastructure.

    Life of a Call Part 3: Internet and the Separation of Data + Voice https://www.dialpad.com/blog/the-life-of-a-call-3-internet-and-separation-of-data-voice/ Wed, 04 Jan 2017 16:44:00 -0800 https://www.dialpad.com/blog/the-life-of-a-call-3-internet-and-separation-of-data-voice/ This is the third post in our Life of a Call series by Dialpad co-founder and VP of Telephony and Mobile, John Rector. Previously, John worked at Google as a Senior Software Engineer, building the telephony backend for Google Voice.

    Part 1: The Historical Telephone
    Part 2: PSTN and Modern Telephony

    Today we're taking a look at the internet and the separation of data and voice.

    Time division multiplexing and circuit switched networks

    Traditional telephony across the PSTN (Publicly Switched Telephone Network) is based on Time Division Multiplexing (TDM). This refers to how users share large transmission lines for making long-distance calls. These large trunk lines handle multiple calls by giving each user a certain, very well-defined time slot to send their signal.

    Each color represents a different channel that is assigned to single user. Dark shades are time slots that contain data. Light colors are time slots that are reserved but not being used.

    Another key related concept is the Circuit Switched Network. While you are constantly sharing trunk lines with other people, in classic PSTN you always have a single unbroken line from telephone A to telephone B. This is same as the physical, electrical circuit in early 20th century telephone exchanges.

    Packet switched networks

    Packet switched networks (PSN) operate by a different paradigm. Networks that operate by this principle split the data stream into packets of a small, well-defined size. These packets are sent across the network, and it is left to the routers to choose the best path, based on which neighboring router is closest and available.

    Packets usually travel the same path to their destination, but there is no guarantee or even an expectation that they will. Similarly, there is no guarantee that these packets will arrive at the destination at a given rate, at a given time, or even at all.

    The PSN paradigm works well for computer files (images and HTML webpages), since it is not necessary that portions of a file all arrive at a certain time. A computer can simply store the packets as they arrive, and once the packets have all been received, reassemble the file.

    There are several advantages of packet-switching over traditional circuit-switching. The first is efficiency. In traditional TDM, if no data is being sent (no one is speaking in a voice call), then there is a lot of unused capacity that the transmission line could have been using to send something else.

    The second advantage is robustness. New routers can be easily installed on the network, and different paths can be taken if one router goes down. Furthermore, TDM requires very accurate clocks that are all synchronized together so that they know exactly which slot is assigned to which user. Otherwise, you could be pulling bits from the wrong slot and cause bit errors.

    The unity of voice and data

    A long-standing goal of the telecom industry is the unity of voice and data, which basically means transmitting both computer files and voice signals over the same wires.

    Before, this was accomplished by keeping the basic PSTN infrastructure and placing data transmission on top of it. The technology to accomplish this is called Digital Subscriber Line or DSL. DSL uses the same lines as your telephone but transmits data over the higher level frequencies that can't be heard by the human ear.

    The modern, or progressive, strategy is to emulate voice traffic over a PSN. This is known by the famous acronym VoIP or Voice over Internet Protocol. Digitizing your voice occurs the same as in PSTN, but is transmitted over the networks in packets (PSN) rather than in dedicated time slots (TDM).

    Again, VoIP allows voice, data, and video to all be transmitted over the same infrastructure, thus reducing maintenance and installation costs. In addition, telephone features such as voicemail and caller ID can be combined with software for a richer user experience.

    Because packets are transmitted across the network in a "best-effort" manner, they are not guaranteed to arrive at a certain time, in a certain order, or even at all. Stated in slightly more technical wording, sometimes VoIP sometimeshas problems with latency (arriving too slow), packet loss (not arriving at all), and jitter (arriving at irregular intervals).

    Jitter can be reduced by buffering. That is, packets that coming in at random speeds are pushed on the top of a temporary buffer. They are then pulled from the bottom of the buffer at a regular rate for the voice engine. The delay introduced by this strategy is a compromise between latency and drop-off.

    That ends Part 3. In Part 4, we'll take a look at where Dialpad fits in the world of Telecom.

    Life of a Call Part 2: PSTN and Modern Telephony https://www.dialpad.com/blog/the-life-of-a-call-2-pstn-and-modern-telephony/ Wed, 21 Dec 2016 18:47:00 -0800 https://www.dialpad.com/blog/the-life-of-a-call-2-pstn-and-modern-telephony/ This is the second post in our Life of a Call series by Dialpad co-founder and VP of Telephony and Mobile, John Rector. Previously, John worked at Google as a Senior Software Engineer, building the telephony backend for Google Voice.

    Part 1: The Historical Telephone

    Today we cover the key concepts of how traditional telephones work.

    SS7 Signaling

    As stated in our last post, you're sharing a lot of the telephone infrastructure with everyone else on the network. So when you pick up the phone, how does the network know that you want to use it? To put it in another way, how do you set up and tear down a call?

    SS7, or Signaling System 7 is the answer to this. SS7 exchanges the control information associated with the call (caller number, callee number, billing information, etc.)

    A key feature of SS7 is the use of CCS or Common Channel Signaling. With this method, a dedicated signaling channel is set up first and maintained alongside an active voice channel that carries the conversation.

    SS7 is also related to the development of touch-tone phones, also called dual tone multi frequency or DTMF. These are of course, the numbers you press on your phone. Each number you press emits a combination of a high and low-frequency sine wave.

    For the user, the touch tone interface allows for faster dialing than the rotary phone. From the design and engineering perspective, touch tone phones are more resistant to component failure/degradation than rotary phones, which have to sent out pulse signals at a well-defined rate to the switching infrastructure.

    Digital vs analog

    A final key feature developed in the 1970s is the analog to digital conversion of voice. Waves in the ocean, temperature gradients, and the volume of your voice are all continuous, analog signals. Early telephones transmitted your voice as an analog signal over electrical wires, resistors, and capacitors. Of course, there were no computer chips at the time.

    But the problem with analog signals is interference or degradation as it is transmitted across the line. Digital signals degrade too, but as long as noise is within certain thresholds, the signal can be regenerated or created again. Noise in analog signals is additive and harder to correct.

    How digitization works

    To digitize your continuous audio analog signal, it is sampled at a certain rate to create a list of values. This list is also quantized, or constrained to a defined set of values. For example, 8.24764 is rounded to 8.25.

    How fast should the sampling rate be in order recreate the voice signal from a list of values? That question is answered by the Nyquist-Shannon sampling theorem, a very important topic in signal processing. Put concisely, your sampling rate must be twice the maximum frequency you want to hear.

    But what is the maximum frequency that we want to hear? Let's make a quick aside first. Humans can hear frequencies from 20 Hz to 20,000 Hz, but the range of the human voice is only from 300 Hz to 3400 Hz. In classic telephony, we extend the nominal human voice range out to 4 kHz since audio filters used in processing have a smooth and not a steep drop-off. The extra room also protects against interference from signals transmitting on adjacent frequency bands.

    So putting the two concepts together (maximum frequency of 4 kHz, have to sample at twice that rate), your raw audio signal is sampled 8,000 times a second to get a list of 8,000 discrete values. This list of discrete values is what's actually transmitted over the PSTN network. Once the signal reaches the other end, a computer chip on the other person's phone rebuilds the signal because it knows what the original sampling rate was.

    HD audio

    The term HD audio or "Wideband Voice" refers to expanding the traditional 300-3400 Hz range of PSTN calls to 50-7000 Hz. This greater range allows for more harmonics of the human voice to come through and thus allow for clearer and improved call quality.

    This ends Part 2 of our series. In Part 3, we'll discuss the internet and the separate of data + voice.

    Life of a Call Part 1: The Historical Telephone https://www.dialpad.com/blog/the-life-of-a-call-1-the-historical-telephone/ Wed, 07 Dec 2016 17:19:00 -0800 https://www.dialpad.com/blog/the-life-of-a-call-1-the-historical-telephone/ This is the first of a series of posts where we follow the life of the telephone call. Over the course of the series we'll cover the history of telephony, challenges to PBX, infrastructure, and telephony design decisions.

    John Rector is a Dialpad co-founder and VP of Telephony and Mobile. Previously, John worked at Google as a Senior Software Engineer, building the telephony backend for Google Voice.

    Today we look at telephones and networks from 1800 to the 1960s.

    Invention of the telephone

    Bell utters the famous words “Mr. Watson, come here. I want to see you” in March of 1876. The telephone was also developed independently by Antonio Meucci of Italy. Much historical controversy exists then and now over who deserves more credit. However, Bell was the first to patent, widely disseminate, and develop telephone technology in the United States.

    Mesh networking

    Bell's telephone was a point-to-point communicator. Think of it like a “tin can telephone”. This works fine for networks with only two or three users. But as the number of users grows, it quickly turns into a mesh network with way too many wires to build and maintain.

    The answer is a central exchange. Everyone connects with one line to the exchange. When you want to talk to someone on the network you call the exchange, and the operator connects you with the right person.

    Exchange at the center of the network

    The first exchanges were manually operated. You lifted the receiver off a hook, and the operator asked you "Number, please". If the number was local, the operator connected you immediately. If the number was on another exchange (in a different region, or city) the operator put you on a trunk line to connect to that city's exchange. The operator there asked "Number please" and completed your call.

    As the number of users grew and technology advanced, the switching technology changed as well. Early telephone numbers consisted of two letters and four numbers. The first two letters referred to the name of the local exchange (also called the central office). For example, TO-1234 referred to the "Townsend" exchange or "DU" for Dunkirk.

    It was around the 1950s that letters were first mapped to digits in a way similar to what we see on today's dial pads (2 = ABC, 3 = DEF, etc). This coincided with the development of the rotary dial phone and the mechanical switch which eliminated the need for human operators.

    That ends the first part of our series. In Part 2, we'll dive into the PSTN and Modern Telephony.

    The world is your office https://www.dialpad.com/blog/the-world-is-your-office-anywhere-worker/ Tue, 15 Nov 2016 01:01:00 -0800 https://www.dialpad.com/blog/the-world-is-your-office-anywhere-worker/ A new survey from Dialpad and its partners reveals how IT leaders can thrive in the era of anywhere sales, anywhere service, and anywhere marketing. Download your copy today.

    There’s a chance you’re reading these words while seated at your desk. But there’s an even better chance that, as a modern worker, you’re reading this somewhere else—be it your home, a cafe, or even the bathroom.

    Though people used to be tied to their desks, today we truly work everywhere.

    To learn more about the anywhere worker and the future of work, Dialpad, Lab 42 Research, and Altimeter conducted a survey of over 500 professionals across a diverse set of roles, company sizes, and industries. See the results of that survey by downloading your copy of The Era of the Anywhere Worker — essential reading for CIOs and other IT leaders.

    The results were interesting - sometimes surprising, sometimes obvious. For example, 81.2% of respondents confirmed that they work at their desk fewer than 40 hours a week, if at all. Thanks to the mass proliferation of softphone apps and powerful cloud technologies like Dialpad, people are working from nearly every place you can imagine:

    The majority of people are still doing some work in the office, but they’re also working in a wider range of places.

    In some cases, people are checking their inboxes before the morning commute, just to make sure there’s nothing urgent to address. While on the road, business travelers are doing work on the go, whether at the airport, in their hotel room, or in an Uber on the way to a meeting. Additionally, as more and more businesses employ independent contractors and remote workers, there has been an increase in people working out of remote offices or shared workspaces.

    Work even happens on the way to the office. In fact, only 16.4% of respondents have not communicated with colleagues or customers while commuting to the office, which means most of us have. The majority have done so while commuting in a car, but, again, it’s the sheer variety of responses that stands out:

    It’s that diversity that characterizes anywhere workers and the modern workforce. As our ways of working have changed, we have sought out new technologies and systems to complement those changes.

    Some older tools, like the phone tethered to your desk, simply don’t make sense anymore. Traditional technologies like the desk phone are rapidly being replaced by innovative cloud-first solutions that deliver the right information and connect you to the right people at the right time. Dialpad is the perfect example of this, ushering in a new era of modern business communications with a phone system designed for the way you work today.

    The advances illustrated in these fascinating data points aren’t just anomalies; rather, they’re indications of a seismic shift in the way people work. It’s only natural that the technology we use to support this way of working should undergo a seismic shift as well and free everyone to do their best work wherever they happen to be.

    Why we use WebRTC for our voice products https://www.dialpad.com/blog/2014-10-22-why-we-use-webrtc-for-our-voice-products/ Fri, 21 Oct 2016 19:00:00 -0700 https://www.dialpad.com/blog/2014-10-22-why-we-use-webrtc-for-our-voice-products/ This post was originally published in Oct. 2014. It has been updated for accuracy.

    Brian Peterson is VP of Product Engineering and co-founder at Dialpad, specializing in web development, cloud services and databases. Before Dialpad, Brian was at Google for eight years, where he spent most of his time working on the Google Voice team and leading the transition of GrandCentral’s technology onto Google’s infrastructure.

    We built both Dialpad Meetings (formerly known as UberConference) and Dialpad on Google Cloud Platform using WebRTC. Our goal from the beginning was to bring innovation to some of the obvious problems with conference calls and phone systems, making them relevant and useful again. We wanted to develop our products for the way we work today—faster, more mobile, and across multiple platforms and devices. WebRTC helped us do that.

    WebRTC is a free, open project that enables web browsers with Real-Time Communications (RTC) capabilities.

    Why is that cool?

    It’s cool because it's a way to get very high-quality, secure VoIP to your browser (for free), without having to install any extra plug-in.

    WebRTC uses the Opus Codec, which offers the best audio experience out there. Not only does it give your Dialpad calls HD audio, but it also handles dynamic network conditions by adjusting to the available bandwidth wherever you are.

    Dialpad Meetings was one of the earliest WebRTC adopters, launching at Google I/O in 2013—just one week after Google released it. With WebRTC implemented, our users can connect to their calls in real-time without having to leave their browsers and even make international calls through the browser at no cost.

    For similar reasons, Dialpad uses WebRTC for voice communication through your desktop. It’s available without any extra software across Windows, Mac, Chromebook, and even Linux, and because of its cross-platform capabilities, WebRTC allowed us to deploy the Dialpad native app instantaneously across all platforms, instead of having to build separately for each one. It allows for a more streamlined experience for developers, but also lets us roll out the app faster for users on any platform.

    Because Dialpad is a Chrome web app, WebRTC is already built in and users only need to have Chrome to use it. Just like with Dialpad Meetings, it gives Dialpad users HD audio and lets them call internationally for free when making and answering calls from the desktop.

    WebRTC is game changing, and it’s paving the way for whole new types of web applications like Dialpad and Dialpad Meetings. We do our best to stay ahead of the curve when it comes to advancing the quality and accessibility of our products, and as the WebRTC standard becomes available in more browsers, we plan to build accordingly.

    What every IT leader must know about the Anywhere Worker https://www.dialpad.com/blog/what-every-it-leader-must-know-about-the-anywhere-worker/ Fri, 14 Oct 2016 00:22:00 -0700 https://www.dialpad.com/blog/what-every-it-leader-must-know-about-the-anywhere-worker/ A new survey from Dialpad and its partners reveals how IT leaders can thrive in the era of anywhere sales, anywhere service, and anywhere marketing. Download your copy today.

    Wave after wave of technology—from the proliferation of smartphones to a revolution in cloud collaboration software—has made today’s workers more flexible than ever. We call this modern professional the “anywhere worker.”

    Disrupting CRM, Salesforce enabled the first wave of anywhere sellers, anywhere marketers, and anywhere service professionals to solve customer needs anytime, anywhere. The second wave of change was driven by cloud-first productivity suites, such as Google Apps for Work and Microsoft Office 365, enabling employees to collaborate and get more done on the fly. Today, the new wave of change is happening with pure cloud communications, enabling employees to leverage HD voice and video, messaging, and online meetings from any device.

    All these technologies have paved the way for people to do away with antiquated ways of working. After all, if you can get things done anywhere, why stay tethered to your desk? Today we’re witnessing a profound transformation in remote work growth.

    But it’s not just about working from home. While modern flexibility makes remote working an obvious draw to individual employees, the benefits are there for businesses too. People who work remotely are more engaged, enthusiastic, and committed to their work, according to recent data from Gallup—and our new survey confirmed those findings.

    To gain insight into the anywhere worker and the future of work, Dialpad, Lab 42 Research, and Altimeter conducted a survey of over 500 professionals across a diverse set of roles, company sizes, and industries. See the results of that survey by downloading your copy of The Era of the Anywhere Worker—essential reading for CIOs and other IT leaders.

    Here were some of the most significant findings:

    • Nearly 90% of respondents said they would prefer to work outside of the office at least one full day per week.
    • More than 75% of respondents said they prefer a smartphone over a desk phone for business calls.
    • Between 77-83% of respondents said having the flexibility to work from anywhere would improve their overall happiness, creativity, and productivity.

    We’re witnessing a seismic shift in flexible and hybrid working.

    As people continue to cut ties with older ways of working, they are rapidly joining the ranks of the anywhere worker. Our aim with this new report is to help CIOs and IT leaders better understand the needs of the modern workforce so they can better equip their employees with the tools and systems they need to be successful.

    "The next big thing in digital and business transformation is designing a more relevant and productive employee experience no matter what device your employees have or where they work from — home, cafe, office, plane, airports," said Brian Solis, a principal analyst at Altimeter, a Prophet company. "Over the next several years, CIOs and IT leaders must focus on adopting technology and processes that meet the needs of this new anywhere worker, what makes them productive and happy and, more so, how to help them work in ways that become a competitive advantage."

    Our survey data not only confirms that the anywhere worker has arrived, but also supports the idea that flexible working will only become more prevalent. And, as our data looked at a diverse cross-section of professionals, it’s apparent that this trend will sweep across nearly every industry and business unit, including sales, customer service, and marketing.

    In the coming years, we expect to see more and more businesses embracing and capitalizing on the benefits of the anywhere workforce. CIOs and IT leaders will adapt by updating their policies and procedures as well as the technologies they provide to employees. Sophisticated CRM tools and full-featured productivity suites have rapidly become standardized at many of the world’s largest companies, and now employees expect that same degree of sophistication in the communications technologies they use.

    When integrated, each of these cloud-based tools complements and enhances the others. In turn, they further empower the anywhere worker. And, most importantly, the anywhere worker is helping us achieve a more productive, connected, and innovative workforce.

    2016 Report on Modern Business Communications https://www.dialpad.com/blog/cloud-communications-in-the-era-of-the-anywhere-worker/ Thu, 04 Aug 2016 17:51:00 -0700 https://www.dialpad.com/blog/cloud-communications-in-the-era-of-the-anywhere-worker/ Once again, the way we communicate is transforming the way we work.

    In the 1990s, email began a revolution that has in recent years only accelerated thanks to advancements in mobile, social and cloud technologies, freeing employees from restrictions on where or when they can work. As a result, vast cultural changes have swept the workplace. A survey of Fortune 1000 companies, for example, found that employees were at their desks only 50 to 60 percent of the time. Acknowledging the reality of today’s “anywhere worker,”a growing number of organizations now employ remote workforces and implement work-from-home policies, making employees more flexible than ever. These changes have also forced a reconsideration of telephony and space strategies, with employees and IT departments increasingly turning to innovative communications systems far more powerful and integrated than traditional phones.

    In order to further explore the rise of the anywhere worker and how it has transformed business, Dialpad and Lab42 Research conducted a survey on cloud communications adoption rates and changing expectations in the workplace. What we found reaffirmed that corporate and remote workers are often away from their desks, with 65% saying they have a “desk phone optional” work environment. And a third of workers believe the desk phone will disappear in two to three years.

    The anywhere worker, in other words, has no need for the desk phone. The modern workplace is here, and it’s powered by a new brand of modern business communications. Is your business ready?

    Why the human voice is the most powerful medium for business https://www.dialpad.com/blog/why-the-human-voice-is-the-most-powerful-medium-for-business/ Wed, 09 Mar 2016 13:00:00 -0800 https://www.dialpad.com/blog/why-the-human-voice-is-the-most-powerful-medium-for-business/ Email is quick and convenient, but nothing packs more punch than speaking to someone live—either in person or on the phone. Yet people today often view phone calls as an annoyance for many reasons. You don’t want to interrupt a person, so you play it safe and send them an email or text instead. Or you figure you’ll just get their voicemail, so you don’t bother to call. But the voice conveys critical information that gets lost in written medium.

    A recent study showed that emotions portrayed in our own voices influence our moods. The findings, published in the Proceedings of the National Academy of Sciences (PNAS), suggest that not only do we use our voice to communicate emotions to others, but we actually listen to our own voice to gather information on how we are feeling. If our voice sounds sad, we feel sad. If our voice sounds excited, strong or confident, we feel that way, too.

    Perhaps that explains why talking maximizes the impact of a conversation. Your perception of someone changes when you hear that person’s voice. And according to the PNAC study, your perception of yourself changes, too. You have just gotten closer to knowing each other as real people. And that in itself changes the nature of the relationship moving forward.

    So if you want to build a successful relationship with someone, meet them in person or pick up the phone. You’ll have an exchange you simply would not be able to have in a text. Especially when important business decisions are to be made, you want to speak live.

    If you want to have a serious exchange of ideas, get advice, explore a new idea, or just get a better feel for what someone is thinking, a live conversation is the way to go.

    Voice is different than other forms of communications. With social networking, email, and text, people can respond when it’s convenient. Sometimes that convenience is important—but there’s a tradeoff. Unlike the written word, voice obliges a real time response and creates a space to explore new things.

    Small talk is a critical part of that exploration. You have no idea where small talk will lead. You might talk about places to live or travel. Maybe you learn your client likes to ski or golf—or just had their first child. You also learn things about their business you didn’t know before.

    So the next time you want to share important details with someone, why not pick up the phone? You might be surprised by the results.

    Connect everyone. Work anywhere.

    5 customizable phone tree templates for (almost) any situation https://www.dialpad.com/blog/phone-tree-template/ Tue, 01 Jun 2021 00:00:00 -0700 https://www.dialpad.com/blog/phone-tree-template/ We Are Dialpad: Amit Kaul https://www.dialpad.com/blog/we-are-dialpad-amit-kaul/ Thu, 28 Feb 2019 19:12:00 -0800 https://www.dialpad.com/blog/we-are-dialpad-amit-kaul/ Name: Amit Kaul

    Role: India Country Manager & Vice President of Engineering

    What do you do at Dialpad?

    I started my Dialpad journey in November 2018 when we kicked off operations in India. In this role, I’m focused heavily on scaling local operations,

    hiring top talent, managing budgets, and navigating statutory requirements. I also facilitate collaboration between our dispersed engineering teams so that we’re all aligned and contributing to a common product vision. It’s a big responsibility, especially given Bangalore’s strategic importance to the company as a long-term center of platform development and innovation, but I’m well supported and having fun embracing the challenge!

    How did you get into your career?

    I had my first brush with software engineering in college when I enrolled in a course centering on real world engineering projects. I quickly developed an appreciation for the hands-on learning and team-oriented approach to the subject. Prior to this experience I didn’t have a clue about engineering but it gave me the confidence I needed to turn computer science into a career. When I graduated there was enough demand for engineers with my particular skill set and I rode the tide.

    What drew you to Dialpad?

    Right off the bat I was impressed by the leadership team’s track record of successful exits and their commitment to building a strong company culture based on doing the right thing. That alone was very convincing! I was also excited to learn about the company’s mission to integrate artificial intelligence with cloud-based business communications. I have no doubt this is where our industry is headed and it’s encouraging to know that we have both the vision and the execution plan to make it happen. Most of all I was attracted to the exciting opportunity and challenge of building our Bangalore team from the ground up.

    What’s been your favorite project at Dialpad and why?

    In my short time at Dialpad I’ve been on the front lines of many significant team changes and milestones, from legally registering the company in India to onboarding our first engineer. Spreading Dialpad’s brand awareness in Bangalore and hiring have been particularly enjoyable projects for me. We’re determined to get the best and brightest engineers on our team and it’s been amazing to see such a positive response from candidates.

    What advice do you have for people who are just starting out in your field?

    The three E’s: Education, Experience and Exposure.

    Education provides a solid foundation for your future work, experience gives you a feel for the real world, and exposure to areas beyond your immediate role help you to think in all directions when dealing with a multi-dimensional problem. Once you master these E’s they’ll serve you the rest of your professional life!

    Interested in joining our team in Bangalore? See our open positions below!

    Dialpad ranked 217 on Deloitte’s 2018 Technology Fast 500 List https://www.dialpad.com/blog/dialpad-ranked-217-on-deloittes-2018-technology-fast-500-list/ Thu, 15 Nov 2018 14:50:00 -0800 https://www.dialpad.com/blog/dialpad-ranked-217-on-deloittes-2018-technology-fast-500-list/ 2018 has been a particularly momentous year for growth and innovation at Dialpad. Our growth is based on many factors including a sizable market, an appropriate go to market function, and a solid customer success group, but for a high growth technology company like Dialpad, a great product is perhaps the most important factor.

    This year, we launched Dialpad Ai Contact Center to give modern businesses a customer experience edge; released the Dialpad Everywhere mini-app to make business communications more accessible from any device or window; launched integrations with best-in-class business tools; and most exciting of all we began building artificial intelligence into each of our core products to help all 55,000 of our global customers make smarter calls.

    At every step of the way our focus has been on customers and improving the way they work, a core part of the Dialpad DNA. We believe business communications can and should be great, and all of our data supports continued investment in this area. No one in our space has the ability to natively process conversations in real-time. All of this product innovation has driven tremendous revenue growth at our company.

    It is my absolute pleasure to announce that, for the third year in a row, Dialpad has earned a place on Deloitte’s Technology Fast 500 list. This year we ranked 217 among North America’s 500 fastest growing technology, media, telecommunications, life sciences, and energy tech companies. As usual, we were judged on our percentage of fiscal year revenue growth over the last three years. Our revenue grew a whopping 446% during that period, putting us within striking distance of other great innovators like New Relic and PagerDuty.

    It is my pleasure to accept our third Fast 500 award from Deloitte based on our innovative work in voice technology. Thank you to all of the Dialers who have designed, built, sold and supported the products, and the many customers who have made their initial and many subsequent purchases.

    If you’re interested in how we’re transforming business communications with real-time artificial intelligence, sign up for a free trial below.

    We Are Dialpad: Jon Araquistain https://www.dialpad.com/blog/we-are-dialpad-jon-araquistain/ Thu, 01 Nov 2018 17:47:00 -0700 https://www.dialpad.com/blog/we-are-dialpad-jon-araquistain/

    Name: Jon Araquistain

    Role: Product Engineer

    What do you do at Dialpad?

    As a member of the Dialpad Ai Product Engineering team, I work on AI and machine learning features that enhance the Dialpad user experience. This includes translating product ideas and designs into new data models, writing APIs to facilitate communication with those models, and building out the interactions that take advantage of the new data in our core applications.

    How did you get into your career?

    It took me a long time to realize how much I truly love software engineering. I started out making websites for local bands and organizations when I was a teenager then stopped for a long time while I earned my BFA and tried to convince myself I wanted to be a graphic designer or 3D animator. Funny enough, my first design gig ended up having a large development component and from there I caught a break building the kind of web advertisements you wouldn’t want showing up on a work computer. As embarrassing as that sounds, it was my first full-time programming gig and exactly the springboard I needed to dive into my career.

    What drew you to Dialpad?

    My manager, TJ and I have known each other for years. We worked together at a previous company and after he joined Dialpad he was dead set on recruiting me too. This past March I was feeling ready for something new and TJ invited me to come meet with a couple other engineers on the team. We talked a lot about upcoming projects and the infinite supply of interesting and challenging problems to solve. I ended up applying and so far it’s been an amazing and wild ride!

    What's been your favorite project and why?

    So far, real-time recommendations has been my favorite project to work on. Going through the exercise of establishing a planning and workflow pipeline on something so complicated really sharpened my skills as an engineer. It’s also really cool conceptually and the type of feature that can be improved endlessly. I’m very much looking forward to how it evolves over time to best meet the needs of our customers.

    What's one thing people would be surprised to learn about engineering?

    That there’s far more to it than just writing code. The actual building and testing of the feature is the very last step in the process. Knowing the right questions to ask and discussions to have are crucial to delivering a successful and well-engineered result. I feel like a lot of people don’t give proper planning its due, and a lot of time the end product suffers for it. It’s also a much more social process than people might think. Some of the greatest growth as an engineer comes from sitting with your team and working on something together.

    What advice do you have for people who are just starting out in your field?

    Take a moment and reflect on what drives you. I’ve found that the most successful and fulfilled engineers are those who are most excited and passionate about it, regardless of work history or education. Also, it’s never too late to jump in. This is a rare field where the relevant degree is not a requirement and passionate self-taught people are equally welcome.

    Interested in joining Jon’s team? We have openings across departments and offices from Vancouver to San Francisco! Take a look at our careers page below.

    Dialpad honored on Forbes Cloud 100 https://www.dialpad.com/blog/dialpad-honored-on-forbes-cloud-100/ Thu, 13 Sep 2018 14:31:00 -0700 https://www.dialpad.com/blog/dialpad-honored-on-forbes-cloud-100/ Last night I had the pleasure of attending the Cloud 100 Celebration in San Francisco where Dialpad was honored as one of the top 100 private cloud companies in the world, alongside other disruptive cloud leaders such as Acquia, Zapier and Slack.

    After being holistically evaluated by the Forbes judging panel on a combination of market leadership, estimated valuation, operating metrics, and people & culture, we placed 99th on the list—a debut ranking I am extremely proud of and that I know our team has worked hard to earn. There was a time not so long ago when cloud companies were treated with market skepticism and analyst gripe. The fact that the Forbes Cloud 100 list has “caught steam” and is in its third year is a sign to me of how far we’ve come as an industry.

    When my co-founders and I started Dialpad in 2011, it was a pretty big gamble. We bet everything on the belief that even the largest companies would ultimately adopt the cloud for services like business communications, even at a time when most CIOs weren’t even trusting the cloud for their email. Had the chips fallen differently and the cloud not been proven to be enterprise ready, it would have materially changed the trajectory of our business. But work has and continues to move to the cloud. And today we’re not just killing it in our own space, we’re setting an example for future cloud leaders.

    For those who like trivia, all 25 cloud IPOs and major cloud acquisitions over the last three years have been members of previous Cloud 100 lists. It’s not a stretch to imagine that the next wave of dominant public cloud companies will also come from this list. Our list. So congrats to everyone who was honored last night and congrats to the Dialpad team. Thank you for your late nights, big ideas and fearlessness even in the face of great risk.

    We Are Dialpad: Natalie Owen https://www.dialpad.com/blog/we-are-dialpad-natalie-owen/ Fri, 07 Sep 2018 21:28:00 -0700 https://www.dialpad.com/blog/we-are-dialpad-natalie-owen/

    Name: Natalie Owen

    Role: Data Science Operations Manager

    What do you do at Dialpad?

    I’ve always been drawn to problem solving and taking on new challenges, so I wear a few different hats at Dialpad. Officially I’m the Data Science Operations Manager, which means I help the machine learning team organize their work, plan projects, coordinate with other teams within Dialpad and manage the performance and development of the operations team. But I’m also the acting team lead for Dialpad’s Kitchener-Waterloo office which Dialpad inherited after the TalkIQ acquisition. That entails ensuring everyone in the Kitchener-Waterloo office has what they need to do their jobs well and that we’re doing cool things outside the office like team bowling nights and happy hours.

    How did you get into your career?

    After falling out of love with the idea of being a full-time developer, I followed my passion for building smart working systems and processes into a quality assurance career. From there I realized that I had a great opportunity at the management level to improve the work life of my direct reports. I’d always been a big believer in servant leadership and letting people focus on what they’re good at to grow professionally. So I decided to transition into Operations Management, where I could help people remove barriers and improve processes full time. The best part is that I still get to use my computer science degree to better relate to and communicate with my teams on the day-to-day.

    What drew you to Dialpad?

    I became a Dialer after the acquisition of TalkIQ. I had started with them about 6 months prior to the announcement, and was excited about the opportunity to bring our real-time speech recognition and analytics technology to Dialpad’s much bigger customer base. So far everyone has been incredibly welcoming and enthusiastic about what we’re building together. And I look forward to helping the team use machine learning to refine and expand Dialpad Ai and solve more of our customers’ problems.

    What's one thing people would be surprised to learn about machine learning?

    People often wonder if machine learning will lead to an eventual Skynet situation. I love Terminator as much as the next person, but the answer is no. There’s a big difference between machine learning and true artificial intelligence. Computers aren’t capable of learning the way that humans do. My favourite example is that a child only needs to see one picture of a horse to be able to identify any other horse from any other angle; a computer shown the same image would only be able to identify another very similar image of a horse. They need much more data to make the same connections that our brains do intuitively.

    What advice do you have for people who are just starting out in your field?

    Always be open to learning. I don’t come from a data science background so I’ve had to learn a lot to be effective for my team. I regularly learn new things from people who report to me and I always aim to hire people smarter than I am. Also never be scared to ask questions or “look stupid.” If you leave your ego at the door and listen to the opinions and experiences of everyone you interact with (even the non-technical people), you will learn a lot and be able to help build better products for your customers.

    Interested in joining Natalie's team? We have openings across departments and offices from Kitchener-Waterloo to San Francisco! Take a look at our careers page below.

    Announcing our Series D funding https://www.dialpad.com/blog/announcing-our-series-d-funding/ Tue, 17 Jul 2018 12:00:00 -0700 https://www.dialpad.com/blog/announcing-our-series-d-funding/ When we told you to get ready for big things after our TalkIQ acquisition, we meant it. Today, as a fully integrated team with a fully integrated product, it gives me great pleasure to announce that we’ve raised our first round of post-acquisition funding together—a $50 million Series D led by ICONIQ Capital, with participation from existing investors Andreessen Horowitz, Amasia, and Scale Venture Partners, Section 32 and Work-Bench.

    If you know ICONIQ, then you know they’re one of the most impressive funds in the Valley. Their recent investments include Silicon Valley standouts like Robinhood, Snowflake Computing and Apptus, demonstrating a clear expertise in disrupting traditional markets with innovative technology. We’re thrilled to have them as our lead investor in this round, and to welcome founding partner, Will Griffith to our board.

    So what’s next?

    Growth. Lots of it. With fresh cash in the bank and ICONIQ Capital on board, we’re ready to take the business to the next level. In the coming weeks we’ll be doubling down on Dialpad Ai to complete our vision for great business communications. It’s already a core part of our Dialpad product, and soon it will be powering our standalone VoIP call center product for sales and support teams too.

    As the frontline of managing customer interactions, we believe these groups have the most to gain from Dialpad's real-time artificial intelligence and natural language processing capabilities and can’t wait to make it an integral and accessible part of their digital customer experience strategies. We’ll also be increasing our total headcount by 50% and expanding our team’s global footprint in Asia and Western Europe to get Dialpad Ai into the hands of as many businesses as possible.

    We realize this means we have our work cut out for us. Now that we’ve introduced real-time artificial intelligence technology to the UCaaS market, it won’t be long before some of our biggest competitors make their own bid at it. The pressure is on for us to deliver and there is little room for error in what comes next. But if I know my team, I know we’re ready. Besides, no one ever said pioneering the future of work would be easy.

    Our favorite Dialpad moments https://www.dialpad.com/blog/our-favorite-dialpad-moments/ Wed, 11 Jul 2018 00:18:00 -0700 https://www.dialpad.com/blog/our-favorite-dialpad-moments/ You should like where you work, and the people you work with.

    At Dialpad, we treat each other like family and we like to make memories as a family as well. Whether it’s our annual Tahoe trip, bi-weekly happy hours or a day at the Santa Cruz beach boardwalk we believe sharing these experiences outside the office makes working together that much more fun and collaborative.

    When new Dialers are onboarded, we ask them to chat with at least five of their new coworkers about their favorite Dialpad moments. In doing so, they feel like part of the family right away and quickly find that our team has a lot of in common, and they love it here at Dialpad!

    To give you an idea of how these conversations go, we’ve rounded up a few of our favorite Dialpad moments below.

    “There have been a lot of great moments, but I really enjoyed visiting the San Francisco office for a company party and meeting all the folks outside of the sales org, especially the engineers that have been so helpful to me personally. It was nice to get that face time!” – Jim Spang, Enterprise Account Executive

    “When I was being onboarded to Dialpad, I read that every new employee should reach out to the CEO to introduce ourselves. It was such a strong indicator that Dialpad's leaders and the company as a whole care about their people. After that I knew: this is definitely a company I want to work for.” – Graham Fair, Technical Support Rep

    “Sales kick off! The whole company gets together in either San Francisco or Austin and we do a 3-day sales training, complete with dinners and team events, with all the people we don’t get to see often. It's so much fun and you learn a ton!” – Robin Lipinski, Account Executive

    “My favorite moment was my first presentation at our weekly Friday at 4 meeting. Standing up in front of the whole company and talking about our new artificial intelligence product, after only a short time with the team, made me feel pretty proud.” – Noah Gaspar, Product Manager

    And together we’re making new memories every day.

    Want to join us? We’re growing like crazy across every department and office, including Kitchener Waterloo, Vancouver, Austin, New York, Raleigh, Tokyo and even our HQ in San Francisco.

    Whether you’re a Sales Superstar, a Marketing Guru, an Engineering Hero or a future CFO we have a role for you.

    We can’t wait to welcome you to the team and hear about your favorite Dialpad memory!

    Why Dialpad and TalkIQ are better together https://www.dialpad.com/blog/why-dialpad-and-talkiq-are-better-together/ Wed, 16 May 2018 08:16:00 -0700 https://www.dialpad.com/blog/why-dialpad-and-talkiq-are-better-together/ There are a few firsts every startup founder looks forward to experiencing in their career: their first funding, first customer, first acquisition, and if they’re lucky, their first IPO. Today, as we announce our acquisition of real-time speech recognition and artificial intelligence leader, TalkIQ, I finally get to cross acquisition off my list. It’s an incredibly exciting time, not only for me but for the whole Dialpad family. After months of careful planning and integration, Dialpad and TalkIQ are now one team, one product and one major force to be reckoned with. But if you really want to understand how and why we came to be, you’ll have to go back nearly a decade.

    We first met TalkIQ CEO, Dan O’Connell in our days at Google. Back then, Dan was working in the AdWords division alongside my co-founder Brian Peterson. In their short time together, the two developed an easy friendship and stayed in contact even after Brian and I both left Google to build Dialpad. This friendship would eventually be the key to bringing our future companies together, because as we were gathering our engineering team to build a world-class, business communications solution, another team led by Dan’s future partners, Jim Palmer and Etienne Manderscheid, was digging in on the puzzle of real-time natural language processing.

    Whenever I tell this story I’m always struck by what a perfect match our two companies ended up being without even trying. We were both built cloud-first on the Google Cloud Platform. We both valued data and analytics as a means to transform business communications. We both invested early in a clean platform design and UI. Even our engineering cultures were the same. So when we found out from Dan that they were in the market for a telephony partner at the same time we were looking for an AI partner, we knew it had to be a sign. Marc Andreessen asking us, “Tell me why we aren't trying to buy this company?" only reinforced that this was meant to be.

    Welcome to the era of smarter conversations

    I’m pleased to announce that together with TalkIQ, Dialpad is delivering a brand new offering, Dialpad Ai, to help businesses take a smarter approach to understanding and acting on important customer conversations in real-time. Starting today, a beta version of Dialpad Ai will be available to all existing Dialpad customers to power:

    • Real-time call transcription: Receive accurate, automatic voice transcriptions of any conversation in Dialpad, Dialpad Ai Contact Center, or conference calls on Dialpad without latency.

    • Smart notes: Accelerate productivity by automatically capturing meeting notes from any conversation. Action items, follow-ups, and important moments are automatically captured and provided in a shareable call summary at the end of each call to help everyone save time and to improve follow up.

    • Real-time sentiment analysis: Identify positive and negative intent signals in client conversations and calculate customer satisfaction scores for 100% of your calls. Assess account health, understand competition and glean customer insights on specific products, features and campaigns on a continual, per-call basis.

    • Real-time coaching: Enable sales and support teams to increase efficiency and decrease ramp time by providing real-time recommendations to reps as conversations happen. Dialpad Ai can deliver real-time feedback and recommended responses to customer questions, removing “I don’t know moments” and reminding reps how to respond to questions about pricing, new features and the competition. Dialpad Ai drives consistency across inbound and outbound calls, while simultaneously equipping teams to be top performers.

    By baking TalkIQ’s unmatched real-time speech recognition and natural language processing technology directly into our full product suite, no other stand alone AI or modern business communications provider has a solution as complete as Dialpad Ai.

    So whether you’re looking to boost the effectiveness of your front-line teams, better understand the competition, assess customer account health or just free up employees to spend more time on the things that matter, there’s no limit to what Dialpad Ai can do for your business.

    Founder Q&A: 7 years of Dialpad https://www.dialpad.com/blog/seven-years-of-dialpad/ Wed, 09 May 2018 03:02:00 -0700 https://www.dialpad.com/blog/seven-years-of-dialpad/ Earlier this year, Dialpad celebrated seven years in business. To commemorate this milestone we asked each of our founders—Craig Walker, Brian Peterson and John Rector—to reflect on their journey together and what the the last seven years have meant to them. Here's what they had to say...

    What were the early days of Dialpad like?

    CW: Believe it or not our culture was pretty much the same as it is today. The biggest difference was our office and product. Back then we were working with 2,500 square feet in downtown Pleasanton and a confusing, visually funky v1 of Dialpad Meetings (formerly known as UberConference) that required a unique PIN for everybody we couldn't identify by caller ID.

    BP: I remember we were releasing updates like crazy and always experimenting with different UX/UI and feature changes.

    JR: We were super scrappy. Craig moves fast so we'd always have a hundred balls in the air and always be powering ahead.

    What’s been the most challenging part of growing the business to where it is today?

    CW: It turns out telecom is very complicated, particularly worldwide. Bringing on larger and larger customers with broader global needs was tricky at first.. But thankfully we had some experience from Google Voice and were able to do it well.

    BP: For me it was the people management. When you start getting bigger your priority shifts from strictly building products to also building people and careers.

    JR: Also figuring out the best way to communicate with each other. Craig standing up and saying, "Hey I think we need to do some Google Maps integration!" stopped scaling very quickly.

    What's been your proudest moment?

    CW: Winning TechCrunch Disrupt for Dialpad Meetings was a major early achievement. Outside of that, we're extremely proud to offer enterprise quality voice services worldwide.

    BP: Seriously. Building a full fledged business cloud phone system with all the bells and whistles that's reliable worldwide, in as little time as we did, is practically unheard of. It's so technically difficult to do.

    JR: I'd also add landing our first big customer, Motorola. Getting a real business to believe in us was incredible validation and motivation.

    Is there anything you'd have done differently?

    CW: We definitely wouldn't have spent as much time working on some of our other early projects.

    BP: Agreed.

    JR: And I'd have brought on all our great former co-workers sooner.

    What have you learned from the last seven years?

    CW: I've learned success is often out of your control. Starting Dialpad was a huge gamble. We essentially bet everything on the belief that most companies would start adopting cloud for services like business communications. Had we been wrong, it would have materially changed our entire business.

    BP: I've learned the importance of personality-fit when building a team. Anyone can look good on paper but if they're just here for the perks they aren't going to be happy. Good engineers are passion-driven. They live and breathe the engineering mindset, regardless of free laundry or unlimited PTO.

    JR: I've learned that no two customers will ever use our product the same way.

    What's your best piece of advice for other startup founders and entrepreneurs?

    CW: Get ready for the grind! We're seven years into the Dialpad story and it's amazing but it's truly a full time, day-in and day-out grind, particularly when you're successful.

    BP: You need to have a really good team from the start. It's fine to be a sole founder but don't expect to get too far on an MBA and a good idea alone. You need engineers and designers to execute.

    JR: And don't ever underestimate the value of building your professional network across business functions. Like Brian said, it'll pay off hugely when it's time to build out your company.

    What do you look forward to in the next seven years?

    CW: More and more companies using our products!

    BP: Definitely looking forward to becoming a household name. It’s just a matter of time.

    JR: Honestly, I can't wait for the next seven years of engineering challenges.

    Values of a winning team https://www.dialpad.com/blog/values-of-a-winning-team/ Mon, 05 Feb 2018 20:00:00 -0800 https://www.dialpad.com/blog/values-of-a-winning-team/ With the Austin Business Journal’s BizFit Challenge now squarely in the rearview, it brings me great pleasure to announce that Dialpad’s Austin sales team finished 11th place overall, out of 100 participating companies, and had an exciting first place finish in the small business category of companies with 25 or fewer employees. Even when pitted against companies four, five and ten times our size, our focus on the goal line never wavered.

    It's the same “always charge ahead and never give up” attitude we take with us onto the sales field every day. If you’ve ever researched and signed up for a business phone service, you know there’s no shortage of options. The UCaaS (Unified Communications as a Service) market is exceptionally crowded. Our sales team has to be prepared for competition of all kinds, from third generation cloud entrants like Fuze and 8x8 to legacy giants like Cisco and Avaya.

    Central to our success is our future-facing product that’s beloved by customers and partners alike. But it also takes a particular type of self-discipline and rigor to go against the companies we do and win.

    As a lean team of just 45, we are a relative David compared to the Goliaths in our space, just like we were in the Biz Fit challenge. So what’s our secret sauce? How do we consistently win customer logos like Uber, Netflix, and Groupon even in the face of much larger competition? I attribute these successes to the extensive training we give every new sales rep during the onboarding process. It’s focused on six core values that unite our team and drive us toward our shared goal of being the best business communications solution you’ve ever used.

    Those values are:

    • Love: because if you're going to be on this team, you will be loved.

    • Respect: because no one can do it all on their own.

    • Commitment: because excellence is contagious.

    • Passion: because no one follows without it.

    • Hunger: to win every day at everything.

    By putting these core values at the forefront of our work, there’s nothing we can’t do; no pitch too complicated, no challenge too daunting. I look forward to what this new year in Austin will bring us. And if you’re interested in joining a team that rallies behind real values, not just talk, drop us a line.

    This David is growing every month across offices in Austin, San Francisco, Chicago and New York. And one way or another, those Goliaths are going down.

    A Dialpad mentorship story https://www.dialpad.com/blog/a-dialpad-mentorship-story/ Wed, 17 Jan 2018 17:44:00 -0800 https://www.dialpad.com/blog/a-dialpad-mentorship-story/ “That’s not in your job description.”

    “You need to stay in your lane.”

    These are some the most disheartening words an employee can hear from their manager when asking for more responsibility at a job. As someone who is always searching for growth opportunities, I’ve definitely been on the receiving end of these blows but it’s never stopped me from trying—just signaled it’s time to move on.

    When I joined Dialpad in February 2016, I came onto the team as a Customer Support Rep. My responsibilities included all the usual answering emails, phone calls, and live chat inquiries from users, but I hoped at some point I’d be able to do more with my real passion: creative writing.

    Then one day I met our content manager, Kate, in the ladies bathroom (I know that sounds weird). We started chatting about our roles at the company and, without any real expectations, I asked about the possibility of shadowing her on any upcoming content projects. To my surprise, she said she would bring it up with her manager that same day. Not long after, we had the green light to move forward with our plan to get me writing for the online Help Center. I was thrilled.

    In a single bathroom conversation at Dialpad, I’d managed to get closer to my writing dreams than I ever had after whole years spent at other companies. And to Kate’s credit, I couldn’t have asked for a better mentor. Since working with her I’ve completed more than 10 writing projects and received invaluable feedback that’s help me improve my craft. It’s been so refreshing to have a mentor like her that makes me feel as though my voice and career goals matter. Moreover, it’s refreshing to be part of a company like Dialpad that provides me with the pathways to achieve those goals.

    I have so much gratitude for Dialpad and our leadership team for creating the kind of professional environment that allows us to seek out mentors and work outside of our formal job descriptions. I know my Dialpad family will always have my back and I’m excited to show them what I’m made of!

    Bring Your Parents to Work Day 2017 https://www.dialpad.com/blog/bring-parents-work-day/ Mon, 27 Nov 2017 22:54:00 -0800 https://www.dialpad.com/blog/bring-parents-work-day/ When I started at Dialpad, I had no idea how much of a family I was really joining. Not only were people warm and welcoming from my first day in the office, but everyone from the CEO to my deskmates went out of their way to get to know me personally, outside of the 5th floor walls of 100 California Street. I didn’t think I could feel any more connected to the company, until Bring Your Parents to Work Day— the perfect opportunity to share the Dialpad family love with my real family.

    Once a year for the last five years, Dialpad has been inviting employees’ parents to the office for an afternoon of fun, learning, and most importantly, to answer the classic parent question, “What is it you do at work?” My mom was thrilled to take part, saying it reminded her of the “back to school nights” of my childhood. And when I told her this year’s event would include mimosas, massages, and a Thanksgiving-themed lunch, she arrived two hours early in typical mom-like fashion.

    Lots of people work in tech, but only your sons and daughters are part of this team.
    — Vp of People, Tasha Liniger

    To be perfectly honest, the day was full of too many memorable and hilarious moments to count, but my favorite was the presentation from our very own CEO, Craig Walker. It was amazing to see my mom and the other parents react to our product and founders story, and to hear our VP of People talk about our company values and culture. “Lots of people work in tech,” she said, “but only your sons and daughters are part of this team.” There wasn’t a person in the room that didn’t feel how truly special a place Dialpad is.

    When I saw my mom off, she congratulated me on the job and asked when she could come back. As a startup employee, there is always some degree of uncertainty with these things, but if my time here so far has been any indication I know we’ll definitely be back for next year. And the year after that. And the year after that, too.

    Dialpad ranked 222nd on Deloitte’s 2017 technology Fast 500 list https://www.dialpad.com/blog/dialpad-ranked-222-deloittes-2017-technology-fast-500-lis/ Fri, 10 Nov 2017 17:47:00 -0800 https://www.dialpad.com/blog/dialpad-ranked-222-deloittes-2017-technology-fast-500-lis/ I just started my second year as CFO of Dialpad the same great way I started my first year: accepting the award for Dialpad making the Deloitte Technology Fast 500. This year we rank #222 in the 500 fastest growing technology, media, telecommunications, life sciences, and energy tech companies in North America.

    Dialpad provides modern business communications for the worker of the future. Our more than 50,000 customers love our products, and that love shows in our rapid revenue growth. Deloitte’s 2017 Technology Fast 500 award winners were selected based on percentage fiscal year revenue growth from 2013 to 2016. Over that three-year period, our revenue grew 443 percent - that’s a lot of customer love.

    The overall Unified Communications as a Service (UCaaS) market, consisting of enterprise telephony and enterprise call center, is expected to grow at a CAGR of more than 25% through 2021 according to Technovia. Our rate of revenue growth far surpassed the market due to delivering innovative products to customers in small businesses, mid-market and global enterprises, from a three person flower shop to global companies with tens of thousands of employees in more than 50 countries. This broad-based product/market fit is due to our founders and team building a product with incredible ease of use that starts with having a VoIP phone system in minutes with global enterprise scalability. Those two objectives are not easy and most companies can’t come close to hitting the bullseye. At Dialpad, we have hit the center of the target and continue to release new market-leading innovative features and products.

    We accept our second Fast 500 award from Deloitte based on the hard work of our awesome employees, trust from premier investors and, most importantly, for the love shown us by our customers around the world who come in all shapes and sizes.

    Dialpad is now in Vancouver! https://www.dialpad.com/blog/dialpad-now-downtown-vancouver/ Fri, 22 Sep 2017 13:51:00 -0700 https://www.dialpad.com/blog/dialpad-now-downtown-vancouver/ Dialpad has landed in Vancouver, and we’re continuing the crusade to “Kill the Desk Phone” right here in Canada. Personally, I’m thrilled! That’s because, as far back as starting XTEN here in Vancouver and watching it grow into Counterpath, one of my dreams has been to eliminate the useless paperweight of a desk phone and give workers everywhere a much easier way to communicate.

    Just like in the US, where Dialpad is headquartered, we’ve put together a world-class team in our pursuit to kill the outdated desk phone. As of today, we’ve officially opened an office in downtown Vancouver and are currently recruiting for over 20 new full-time positions in marketing, product management, and engineering.

    To kickstart recruiting efforts here in Canada, we are participating in Vancouver Startup Week’s Recruitment Fair on Tuesday, Sept. 26th from 6 to 9 pm. Come visit our booth and meet our VP of People, Tasha Liniger, and other all-star members of the Dialpad team. You’ll learn all about the “Death of the Desk Phone” movement and the career opportunities with Dialpad.

    So how are we killing the desk phone? First, we’re innovators. We’ve got 48,000 customers around the world using Dialpad to enable seamless communications. Those companies are making it possible for their employees to work from anywhere and communicate seamlessly on the go. This movement is transforming communications for consumers, businesses and enterprise organizations everywhere.

    What made me join Dialpad and lead the office here in Vancouver? First, the Vancouver office will account for roughly 20 percent of all Dialpad employees worldwide. How could I turn that down? We’ve already reallocated several senior software engineering and product management positions to establish a major presence here in B.C. This means we’re playing a significant part of the company’s growth and success.

    We will be aggressive with our Vancouver expansion this year. When you think about it from a business perspective, we are in Vancouver for the right reasons. Canada has a favorable economic climate, friendly immigration policies and a highly educated and established workforce with more talent on the way. There are also other telecom companies established here in B.C, contributing to a competitive and thriving technology startup scene.

    We’ve “planted our flag” in a new 4,800 square-foot office in the Bentall One Building, deep in the heart of Vancouver’s financial district. The office has stunning waterfront views and an easy commute from nearby residential areas. We have an “open work environment” and an established team of 20+ energetic and talented people, all with big ideas and the determination.

    Another reason I love Dialpad—their flexible work week approach. Dialpad employees have the option of working from home two days a week, which, as a parent to two active young boys, is incredibly helpful. To say this perk is great for my marriage, children and overall work-life balance is an understatement. But the employee perks don’t stop there - Dialpad also offers on-site catered lunches, full benefits, two weeks paid vacation and several offsite events every year.

    It’s also great that I get to work with two of my longtime friends in the telecom world. Dialpad’s co-founder, Craig Walker, started Google Voice when it was known as GrandCentral. I’ve known Craig as far back as when he, and Vincent Paquet, were at Yahoo! Voice. Craig and Vincent are two of the brightest and nicest guys in the industry, and the opportunity to help them build a disruptive communications company has been a professional dream come true.

    Our engineering efforts are led by several seasoned cloud computing experts, including co-founders Brian Peterson and John Rector. Brian and John were the engineers behind successfully scaling Google Voice to handle hundreds of millions of users and millions of simultaneous calls.

    In Vancouver, those efforts are being spearheaded by Joshua Chiet. Joshua is a long-term GrandCentral, Google and Youtube software engineer and one of Dialpad’s first employees.

    Going full bore on Google’s Cloud Platform has given us the ability to integrate the power of voice, video, messaging and collaboration with the major productivity suites, CRM software, social networks, and the everyday tools people need to do their jobs. By building on Google’s platform, with native Microsoft 365 and Google integrations, Dialpad is a potent, pure cloud communications service with rapid deployment capabilities built at planet scale.

    The bottom line—come join the Vancouver Dialpad team!

    Dialpad @ Google Next 2017 highlights https://www.dialpad.com/blog/dialpad-google-next-2017-highlights/ Thu, 16 Mar 2017 20:32:00 -0700 https://www.dialpad.com/blog/dialpad-google-next-2017-highlights/ The Dialpad team were pumped to be at Google Next last week, rubbing shoulders with the creators of tomorrow. We caught up with Diane Greene, Senior Vice President of Google Cloud, and connected with a ton of innovators who are excited about killing the desk phone. Here’s a look at what we got up to:

    Cloud communications is the future of business

    With more and more visionary cloud tools hitting the market, the world of work and business technology is changing at lightning speed. We believe that communications should not be left behind and we are on a mission for businesses everywhere to kill the desk phone.

    The modern worker is on a million different devices, wanting to switch between devices, and the desk phone doesn’t let you do that.
    — Brian Peterson - Founder & VP Engineering, Dialpad

    The business phone system built on Google Cloud Platform

    Created by the team behind Google Voice, Dialpad is built on the Google Cloud Platform. Dialpad Founder and Vice President of Product, John Rector, explains the choice to build on the GCP and its role in providing the Dialpad platform with three key elements: speed, global scale and reliability.

    “We wanted to be able to move all of our routing logic, all of our business logic, into the cloud and innovate at cloud speed. We wanted to do it at Google’s global scale, to be able to deploy it anywhere in the world. And we wanted to be able to do it with Google’s reliability.” - John Rector, Founder & VP Product, Dialpad.

    We’re all anywhere workers

    Google Cloud Platform provides Dialpad with the ideal grounds to continually develop a business phone system that works for modern businesses. As Morgan Norman, Vice President of Marketing at Dialpad explains, “We’re all Anywhere Workers today.” We take calls on the go, we work on trains, planes and in cafes—life doesn’t stop between the hours of 9am and 5pm. By building a business communications solution on Google Cloud Platform, Dialpad wants to help business leaders build connected companies, no matter where people move throughout the work day.

    Voice and productivity work better together

    Dialpad integrates seamlessly with G Suite with single sign-on, document sharing, and cool calendar features, and all your contacts are updated in real time. No more hunting down extension numbers or emailing documents after a call.

    Combining voice and productivity has led to a level of innovation that we just haven’t seen in this industry before.
    — Amanda Borque, Strategic Partnerships Manager, Dialpad

    At Google Next, Diane Greene dropped by to talk to us about the Dialpad and Google relationship as a Recommended for G Suite Partner and what the G Suite customers think of Dialpad.

    So far, 35,000+ customers have killed the desk phone with Dialpad including Motorola, Xero, and The Financial Times. Sign up for your free trial today!

    Dialpad + Google Cloud Platform https://www.dialpad.com/blog/dialpad-google-cloud-platform/ Wed, 08 Mar 2017 23:03:00 -0800 https://www.dialpad.com/blog/dialpad-google-cloud-platform/ Dialpad is the only business communications platform built on Google Cloud Platform. Recode recently reported on what the Google Cloud Platform means for innovative tech companies like Dialpad and Snapchat, highlighting App Engine which Dialpad uses for essential processes such as initiating and routing users’ virtual meetings and conference calls.

    Providing the industry’s most scalable, reliable, and modern business communications solution, Dialpad cloud communications platform works seamlessly with Google Workspace. Built by the team that created and ran Google Voice for over a decade, Dialpad has simplified the once complex world of telephony by combining GCP with microservices architecture.

    Leveraging state of the art open sourced technologies from Google, such as WebRTC and the OPUS Codec, Dialpad is able to provide customers with the most innovative set of business communications features that are truly unifying the global enterprise. We release product every week which means customers get better features and easier, more effective collaboration tools every day. From the simple things like making a call from anywhere to anyone in the world to seamless cloud collaboration and customer interactions, Dialpad is transcending the market with the business application built with the consumer (user) in mind.

    Dialpad + Google Workspace are better together

    The benefits of Dialpad and Google Workspace working together go beyond even the multiplied productivity levels. The yield impacts all levels of the organization from finance and IT, to sales, marketing and service.

    "Modern business communications can dramatically increase collaboration, communication, and work efficiency, but old-world telecommunications and on-premise enterprise agreements have held many companies back from shifting to the cloud," said Craig Walker, CEO at Dialpad. "At Dialpad, we have always believed in fair and transparent pricing, and our relationship with Google creates an amazing opportunity to help companies do right by their employees by quickly and cost-effectively shifting to the best solution for their increasingly diverse and distributed teams. With Dialpad, admins can easily spin up 10 or 10,000 users anywhere in the world over lunch. That's the extraordinary beauty of the cloud."

    Now, it’s easier than ever to collaborate on Sheets, Docs, Slides, and more. From every device you use, anywhere workers can be access the Google Workspace productivity applications right from within Dialpad. No more traversing between applications.

    The ability to pull up recent Docs and check back at our last Gmail interactions is super useful. It’s great to add that context to a conversation without ever having to leave Dialpad.
    — Andy Anderson, VP of Business Development - Gametime

    Single sign-on

    Because users and admins authenticate with their Google account, set up and administration is dead-easy.

    Directory sync

    An ongoing sync between G Suite and Dialpad means your work contacts and company directory are always up to date and accessible.

    Google app Integrations

    Employees have access to shared Docs, Calendar, and Gmail messages, right within the Dialpad app. This means richer and more productive conversations.

    Book a meeting with Dialpad at Google NEXT https://www.dialpad.com/blog/dialpad-is-at-google-next/ Tue, 28 Feb 2017 22:40:00 -0800 https://www.dialpad.com/blog/dialpad-is-at-google-next/ Dialpad at Google NEXT

    The Dialpad team is headed to Google NEXT in San Francisco next week March 8 - 10 and we want to see you there!

    Swing by booth #E9 for a chat, some cool swag, Dialpad demos, or simply a nice cold beer. We’re offering all of the above and you can also reserve a seat at our panel session with customer Betts Recruiting on March 10, 2:40 PM-3:40 PM.

    The Dialpad + Google Story

    Dialpad’s founders created Google Voice and now they are disrupting enterprise phone systems and redefining voice for work in the 21st century.

    "When my team first created Google Voice, we wanted to disrupt traditional telephone providers. In the process of transforming communication for consumers, we soon learned that many of those same providers had also left the business world behind. People wanted to work from anywhere and communicate on the go just as they did in their personal lives.

    Our decision to build Dialpad on Google Cloud Platform gave us the ability to integrate the power of voice with productivity suites, CRM software, social networks, and all the everyday tools people need to do their jobs. That’s the power of the cloud—and it’s what excites me most about delivering cloud collaboration software for the modern workforce."

    - Craig Walker, CEO and Founder of Dialpad

    Dialpad + Google Workspace Integration

    More than just a business phone, Dialpad is an all-in-one modern business communications solution that gives your employees a single solution for:

    Dialpad is the only business phone system that natively integrates with Google Workspace. The seamless Google Workspace integration takes productivity to a new level making it easier than ever to collaborate on Sheets, Docs, Slides, and more, and workers love the simple and secure single sign on.

    The Dialpad integration with Google Apps is a lifesaver. And as a user, not having to fumble with a company directory, having it live within the application, is incredible.
    — Dan Wagner, IT Manager at The Second City

    Google Workspace + The Anywhere IT Stack

    Cloud CRM software completely changed the sales practice. Cloud productivity solutions transformed how we share and collaborate on files. And cloud communications systems continue to shake up how people connect. But the biggest prize is still ahead: integrating all these disparate solutions into one mighty tool for the Anywhere Worker—The Anywhere IT Stack.

    The full power of Google Workspace, Dialpad, and other cloud technologies comes to life in the pure cloud Anywhere IT Stack, a truly integrated IT ecosystem where each piece speaks to the next. Having Google Workspace as a foundation, creates the opportunity to completely simplify user experience (hello single sign on), scale your business with style (yes subscription economy!) and eliminate the hardware that deters innovation.

    Google Workspace creates the opportunity for IT leaders to optimize for time, cost, and productivity, automatically handling repetitive tasks and empowering employees to work on the most high-value actions.

    See You at Google NEXT

    The Dialpad team is thrilled to dive into Google NEXT and rub shoulders with the smartest folks in the business. Let’s find out what’s next for our crazy exciting industry and get to work building a better tomorrow.

    Communication Evolution | Dialpad CEO Craig Walker Interview on CNBC Mad Money https://www.dialpad.com/blog/dialpad-ceo-craig-walker-interview-on-cnbc-mad-money/ Thu, 15 Dec 2016 18:08:00 -0800 https://www.dialpad.com/blog/dialpad-ceo-craig-walker-interview-on-cnbc-mad-money/ Dialpad CEO Craig Walker hit screens everywhere this week in an interview with Jim Cramer on CNBC’s Mad Money.

    Jim hit the nail on the head in his introduction when he said:

    Why should a business shell out a fortune for some super expensive telco system when nearly all of their employees already have mobile devices that are way more sophisticated than any landline telephone?

    Well said Jim.

    This is exactly the message that Dialpad is spreading in our mission to revolutionize the way we communicate at work and help businesses everywhere kill the desk phone.

    Craig puts it simply, saying, "If you’re moving your business to the cloud for email and everything else, your phone system should go with it.” Over 25,000 companies including Netflix, Uber, and Motorola Solutions have already eliminated desk phones in favor of empowering the anywhere worker in the cloud.

    By embracing a cloud-first communications strategy, these enterprises have significantly reduced the IT resources associated with managing on-premises infrastructure.

    But incredibly, many companies are still clinging to their legacy PBX systems and tying employees to desks—restricting productivity and even reducing happiness.

    Craig goes on to dig deep into the ways Dialpad is driving positive change in workplaces, making workers’ lives easier and solving problems you didn’t even know you had! For example, one of the coolest features Dialpad offers is a voicemail transcription feature, in 80 different languages no less! No more wasting time listening to long messages and potentially missing important notes.

    Watch the Mad Money interview for more insight into the communication revolution and how Dialpad can help you cut the cord and work from anywhere.

    Dialpad Lands Exclusive Partnership with Softbank in Japan https://www.dialpad.com/blog/japan-welcomes-the-anywhere-worker-with-dialpad-softbank/ Tue, 13 Dec 2016 01:38:00 -0800 https://www.dialpad.com/blog/japan-welcomes-the-anywhere-worker-with-dialpad-softbank/ Dialpad is delighted to announce the next breakthrough in our mission to rid the world of the deskphone. In a game-changing move, we are joining forces with Softbank Group Corp in an exclusive partnership to bring Dialpad’s pure-cloud business communications solution to Japan, one of the world’s largest economies and technology markets.

    Empowering modern Japanese workers

    The age of the Anywhere Worker is coming to Japan as more than 2,200 SoftBank sales reps begin to offer Dialpad to their customers. Softbank is the largest reseller of Google Workspace in the world, and with an ambitious and progressive outlook that mirrors our own, Dialpad could not be more thrilled to be working with Softbank exclusively for the next three years.

    “In the rapidly-changing and ever-growing cloud market, the need for unified communications is especially high. We expect Dialpad to meet our customers’ needs as it seamlessly works with G Suite, which is used by many of our customers. SoftBank will work to expand the sales of Dialpad in the future as one of the core cloud services.”
    Kunihiro Fujinaga, VP, Enterprise Business Strategy Division at SoftBank

    Remote working and flexible hours are no longer perks reserved for the lucky few in Japan and around the world, but simply the reality of our always-on, mobile societies. With as much as 81% of workers spending time away from their desks during the working week, working on the go and communicating from anywhere is an absolute necessity for success.

    It is no surprise, therefore, that 75% of employees prefer a mobile smartphone over a desk phone for business calls, often choosing their own devices over those provided by their workplace. With repercussions of this including security, privacy and financial issues, Dialpad founders realized it was time to get real with how we work and communicate today, kill the desk phone and create a business communication solution for tomorrow.

    “It’s now clear that companies that remain tied to their old desk phones are falling further behind the competition every day. As we continue our global expansion, we are extremely pleased to be working with SoftBank, which has had extraordinary success taking cloud solutions like G Suite to market. With close to 100 million smartphone contracts in Japan, we are confident that Dialpad will become the standard business communications solution, empowering organisations and connecting workers across Japan.”
    Craig Walker, CEO of Dialpad.

    Dialpad in Tokyo: Salesforce World Tour

    To kick off the partnership with Softbank, Dialpad is landing in Tokyo today at the Salesforce World Tour. We invite you to stop by our booth on December 13th to be amongst the first in Japan to learn about the Death of the Desk Phone movement and what it means for your business.

    Dialpad + Salesforce Lightning

    This partnership empowers your Sales team to do what they do best by turning your favorite CRM into an enterprise-grade business phone system. With easy access to rich customer intelligence data and with and Google Workspace, never miss an opportunity as you close more deals, solve more tickets and collaborate more efficiently, from just about anywhere.

    On the road with Dialpad and Salesforce: New York City https://www.dialpad.com/blog/dialpad-salesforce-new-york/ Wed, 30 Nov 2016 20:15:00 -0800 https://www.dialpad.com/blog/dialpad-salesforce-new-york/ Dialpad is excited to be joining the Salesforce World Tour! Join us in New York City on December 15th and enter our competition to win a #WorkFromAnywhere swag kit.

    After the electrifying response to our Dialpad for Salesforce Lightning integration at Dreamforce 2016, we're joining the #SalesforceWorldTour to help even more sales and service teams work from anywhere.

    Everyday more and more professionals are ditching their desk phone, frustrated by its inability to serve a meaningful purpose in today's fast-paced, on-the-go workplace.

    Dialpad for Salesforce Lightning gives you what you need to gain the edge to close more deals and solve more tickets, with easy access to rich customer intelligence data right at your fingertips. And our integrations with Office 365 and Google Workspace means collaboration between your teams and departments is that much easier and efficient.

    Stop by our booth on December 15th for a free demo and the chance to win an incredible #WorkFromAnywhere kit with all the swag you need to work on the go.

    Don't forget - we're taking this show on the road! We'll be in the following cities in the next few months - tell your friends!

    Tokyo December 13th, 2016
    Sydney March 21st, 2017
    Chicago March 24th, 2017
    Boston April 7th, 2017
    Amsterdam April 14th, 2017
    Washington, D.C. April 24th, 2017
    Toronto May 5th, 2017
    London May 19th, 2017
    New York May 25th, 2017
    Paris June 23rd, 2017

    The Truth About Flexible Work https://www.dialpad.com/blog/the-truth-about-flexible-work/ Wed, 30 Nov 2016 00:47:00 -0800 https://www.dialpad.com/blog/the-truth-about-flexible-work/ The way people work today is changing and flexible working initiatives are on the rise in businesses across the world.

    Research from Global Workplace Analytics shows employees at Fortune 1,000 companies are not at their desks 50 to 60 percent of the time. However, as we enter 2017, 25 percent of companies still have no flexible working program, nor do they plan to implement one anytime soon. So what’s the hold up in our ever-connected world?

    In the face of organizational change, there is of course, a whole host of legitimate concerns for business leaders to consider. The executive board is right to question motives and bring up worst-case scenarios, but with the rise of the Anywhere Worker and the modern workforce, there is less cause for concern and more call for action.

    So here are the most common misconceptions about flexible working as we hear them from our customers, coupled with evidence to debunk the myths and help drive your organizational decision making.

    4 most common myths about flexible work

    Myth #1: Productivity will drop

    It may seem inevitable that allowing employees to “work from anywhere” invites them to take their chosen quota of duvet days and long weekends, ultimately decreasing productivity.

    However, research has shown that having the ability to work from anywhere actually significantly boosts employee happiness (82.5 percent of respondents agree) and productivity (77.5 percent agree). It is no surprise that the happier your employees are, the more creative they can be (78.6 percent agree) but employee happiness also has a direct positive impact on the amount of work they get done each day.

    Happy employees are, on average, 12 to 20 percent more productive than their unhappy counterparts, so we can comfortably attribute flexible working to driving up the value each employee brings to the business.

    Myth #2: It's difficult To manage remote teams

    Gone are the days when intranet security and shared drive access could ruin your day as a remote worker. Email attachments no longer get out of control and workers aren't weighed down by multiple mobile phones anymore. Today, there are much simpler ways to manage remote teams working outside of the office.

    There is now an abundance of fantastic communication tools to enable your remote teams to collaborate seamlessly on projects. Cloud collaboration software for project management, conference calling, file sharing and sales means that your team can be proactive, connected and fully accountable wherever they are.

    Myth #3: Technology overhaul is a huge project

    No CIO wants to roll out a costly, time-consuming headache of a project, no matter the benefits it brings, and it may seem that moving to a flexible working model could be just that.

    However, with the surge in fully cloud-based applications, that simply isn’t the case. These cloud-based solutions are typically very quick to roll out (we’re talking hours and days rather than months and years), and we’ve seen an increasing shift in the user interface towards a consumer product style. Applications are easy to use and far more beautiful than what we were previously used to at work (ahem, pre-Lightning Salesforce). This means your employees intuitively use these apps right away and can maximize their ROI.

    Let’s not forget, pricing models are also increasingly more straightforward and easy to manage and scale. What’s not to like?

    Myth #4: Loss of company culture

    You probably have a People Ops team to answer to who are concerned about maintaining a robust, positive company culture when half of the employees are out of office at any given time. It’s understandable to have concerns about a decline in company culture when adopting a flexible work schedule because there will be far fewer times when the majority of a business or team are physically together. As more businesses are moving to flexible schedules, though, these concerns are becoming a thing of the past.

    Healthy remote culture demands a positive and engaged workforce and again, with flexible working comes increased happiness and productivity from your employees. Voila! When workers are spending less time commuting and more time getting their stuff done, they are freed up to help out and talk to other teams, enjoy office activities, and simply might be more willing to spend their own social time with colleagues who they don’t see every day.

    Company culture isn’t just about team building activities (although we all love away days and free food). Culture is about fostering a happy community of people who are empowered and inspired enough to dedicate a large part of their waking hours to achieving company goals. With 89 percent of people saying they prefer to work outside of the office at least one day per week, it is time to start connecting working outside of the office with a sense of community inside the office.

    Dialpad Ranked 186th on Deloitte’s Technology Fast 500™ https://www.dialpad.com/blog/dialpad-ranked-number-186-on-deloittes-technology-fast-500/ Wed, 16 Nov 2016 23:46:00 -0800 https://www.dialpad.com/blog/dialpad-ranked-number-186-on-deloittes-technology-fast-500/ Dialpad sees 451% increase in revenue growth.

    We’re thrilled to announce that Dialpad has been ranked 186th on Deloitte’s Technology Fast 500, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences, and energy tech companies in North America.

    We started Dialpad with a mission to kill the desk phone. Our software-first approach simplifies how workers connect and communicate with each other through voice calls, video conferencing, and instant + business text messaging.

    Legacy and first-generation cloud communications players built around the desk phone are letting the anywhere worker and the modern enterprise down.

    Deloitte’s ranking helps validate our vision of a pure-cloud solution that enables modern workers to be accessible from anywhere at any time on any device. This idea aligns with a growing demand from global enterprises for technologies that accommodate the needs of an increasingly distributed workforce.

    Unlike PBX phone systems, Dialpad is hardware-free and deployed in minutes. Our rapid growth shows that this approach is working and that any business shifting to the cloud for email or documents must have a similar solution for voice communications.

    We’re excited to continue championing this movement as we help IT leaders redefine what’s possible when employees are free to work from anywhere.

    Is your company ready? Join the movement today.

    Dialpad's Dreamforce 2016 recap https://www.dialpad.com/blog/dreamforce-2016-recap/ Tue, 11 Oct 2016 17:25:00 -0700 https://www.dialpad.com/blog/dreamforce-2016-recap/ With Dreamforce behind us, it’s time to hang up those badges and review our top highlights from the world’s biggest software conference. Here’s a quick round-up of everything that occurred throughout the week, from the announcement of Dialpad for Salesforce Lightning to new research by Brian Solis of Altimeter Group:


    Thunder + Lightning. PB + Jelly. Let’s face it, some things are just better together. And now with our newest integration, your Dialpad calls and messages work beautifully within your favorite CRM. Switch calls between Salesforce and your mobile devices, and access call recording, call transfer, and automatic activity logging—right from the Lightning interface. With Dialpad for Salesforce Lightning, it’s now simple and effortless to close deals or solve tickets from just about anywhere. Learn more by watching the video or visiting our integrations page.


    London. Croatia. Your favorite coffee shop. Workers of today are no longer bound by the four walls of their offices. In fact, nearly ⅓ of surveyed workers believe that the desk phone won’t exist in three years. And yet, enterprise companies still spend an average of $8.1M on desk phones. Isn’t it time to cut the cord? Join the work-from-anywhere movement today and read the full report.


    Constellation Research’s Dr. Natalie Petouhoff conducts an in-depth study on how Vivint Solar and a global communications services provider ditched their legacy hardware and moved to a pure-cloud communications solution with Dialpad. From seven figures in annual cost savings to over 6,000 desk phones recycled, Dr. Natalie uncovers the concrete value of moving from a PBX system to Dialpad. Get the whitepaper here.


    In a new report from Altimeter, Brian Solis shares his insights on the demise of the desk phone and the rise of the Anywhere Worker. He also explores how investing in a pure-cloud communications system will improve employee productivity and happiness….as well as a company’s bottom line. Download the report here.


    #AnywhereWorker was trending on Twitter throughout Dreamforce 2016. The viral hashtag was featured in Modern Marketing Today, and highlights a resounding shift in the way people work today.


    And that’s a wrap. To those who stopped by our booth on the expo floor, visited us at the Service Lodge, or swung by the Apttus Sales Lounge, thank you for taking the time to meet with us. If you’re interested in learning more about our newest integration with Salesforce Lightning, it’s not too late—schedule time with our team today!

    Dialpad turns 1! https://www.dialpad.com/blog/2016-1-12-switch-turns-1/ Tue, 12 Jan 2016 22:44:00 -0800 https://www.dialpad.com/blog/2016-1-12-switch-turns-1/ It’s been exactly one year to the day since we made Dialpad available to the public. The idea behind Dialpad wasn’t to just make another useful cloud-based communications app, but to actually change the way people think about “work.” We want to empower people to make meaningful and productive connections from anywhere on the devices of their choice, and ultimately make them happier doing their job—no matter where it may take them.

    The way people do business now has forced them to abandon (or downright ignore) the antiquated piece of hardware sitting on their desks. In the last year, one of the major things we’ve learned is that big enterprises want to have more productive employees, spend less on IT, and use fewer resources, but they aren’t well equipped where business communications is concerned. They’re stuck with aging, costly PBX systems that can’t bend and stretch to meet the needs of their modern workers. Then there are the smaller businesses that can’t find cost-effective, nimble solutions, so employees stick to their personal cell phone numbers instead. Unfortunately, first-generation cloud services did nothing but take the old, broken system and put it online.

    We built Dialpad to be the solution to these problems that we’ve all faced. We felt it as a small startup when we first launched Dialpad Meetings (previously UberConference) in 2012, and felt it even more as we doubled in size last year.

    Some of our team shared their favorite 2015 Dialpad moments with me:

    Kicking off a ‘Day in the Life.’ Every week, we're fortunate enough to hear one colleague share a small presentation about their background, interests, and what they do at Dialpad." - Blake Peterson, Web Engineer

    “Dialpad saved me in Mexico City when I had to make a call and my carrier network had dropped. The call was crystal clear, even on the café’s slow wifi.”- Jerome Tavé, UX Designer

    Watching Motorola take the plunge and throw over 3,000 desk phones away. It’s awesome we were able help them move into the future and create a better workplace for their employees.”- Stephanie Graves, Sales Manager

    “When we moved offices and all we had to do was walk across the street with our laptops. Once we connected to our new Wi-Fi, we had all our work tools right at our fingertips–even our phones.” - Whitney Clark, Visual Designer

    As long as technology continues to have an influence on our lives and behavior outside of work, the nature of business will need to evolve with it. We’re pretty satisfied with where we are at this point in the game. We have our users to thank for how far we’ve come, but Dialpad will continue to adapt.

    We’ve taken the feedback you’ve given us in just our first year and relentlessly built a service with the features that matter to you.

    Dialpad milestones from 2015:

    • Signing Motorola Solutions was our first big win. CIO Greg Meyers, an all-time-great IT hero, came in and moved every employee over to Google Apps across more than 40 offices worldwide. Motorola was embracing the cloud and looking for a cloud phone system that worked well with Google Apps and could scale multi-nationally. Meyers chose Dialpad, and we deployed the product to all Motorola US offices, onboarding 6,000+ seats, and making it the largest pure cloud voice deployment ever. In contrast, RingCentral, launched its business phone service 10 years ago, and lists its largest customer at 1,500 seats in its latest 10-Q filing with the SEC. This was a great validation of the solution we’ve built.
    • Launching a Microsoft Office 365 integration and an open version of Dialpad to offer the product to everyone, regardless of which work productivity suite they use.
    • Adding features much requested from our customers such as MMS and Dialpad-to-Dialpad video calling (with a lot more new features to come in 2016!).
    • Opening up 7 data centers around the world to keep our customers better connected from anywhere.

    We also gained some awesome new partners:

    • Google: named one of only eight recommended applications for the Google Apps customer base, passing rigorous code and security reviews both by Google and third-party verification services in order to earn this distinction.

    We worked with our top partners to curate an excellent group of solutions, vetted for their security, reliability and quality of integration. Being ‘Recommended for Google Apps for Work’ means delivering a great product experience and that is exactly what Dialpad delivers.
    — Rahul Sood, Managing Director, Google Apps for Work

    • Sprint: teamed to provide a single offering across all core business tools including email, collaboration, identity management and now a cloud-based phone system to complete the unified communications experience.
    • Microsoft: we became a Silver Productivity Partner, addressing the growing demand among enterprise customers for cloud and hybrid deployments built on Microsoft Office 365.

    Thank you Dialpad Customers

    To our thousands of small and medium-sized business customers, and to our enterprise customers, too, thank you for your valuable feedback (we read all of it), beta testing new features, and spreading the word about Dialpad. You, too, are IT heroes. You have shaped our vision and are helping us bring companies and workers closer together.

    - Craig, CEO at Dialpad

    Dialpad-approved tips for getting the most out of Dreamforce https://www.dialpad.com/blog/getting-the-most-out-of-dreamforce/ Wed, 04 Oct 2017 20:15:00 -0700 https://www.dialpad.com/blog/getting-the-most-out-of-dreamforce/ Dreamforce. If you’ve been, you know. If you haven’t, you’re in for something special. To say we’re excited is something of an understatement. Not just because we’re sponsors—or because Dialpad has the most sophisticated integration with Salesforce of any communications platform in the business—but because it’s one of the most enlightening events for marketing and sales professionals anywhere. Period.

    It’s also a very busy event. So, we’ve compiled a bunch of tips that will help you navigate the chaos and get the most out of it.


    Download the Salesforce Events app and plan ahead
    Do this at least a week before the event. The app lists all of the 1115 event sessions, including a session synopsis, time, and location. It’ll make planning your time at Dreamforce infinitely easier and you’ll find yourself referencing it often.

    Use the app to filter the sessions you want to attend the most (the big keynotes, for example) and the logistics of attending them. Having a rock-solid itinerary means you just don’t have to think about what to do next, where you need to be, or how you’re going to get there.

    Reach out to your network
    Find out who’s going—clients, customers, co-workers past and present—and make plans to meet up. Not only is it always nice to see a familiar face, but a quick catch-up may even help you improve a customer relationship or even uncover new business opportunities. Looking for a place to do that? We like coffee and recommend local favorites like Blue Bottle, Four Barrel, Ritual, or Philz. Oh, and don’t forget your business cards.

    Book your hotel yesterday
    The sheer size of this event and the laws of supply and demand mean accommodations in San Francisco will fetch a premium. The sooner you book, the less you pay. Also, keep in mind that Airbnb accommodations can be less expensive than hotels. Your finance department will thank you.

    Book sessions with vendors
    Vendors are a big part of what makes this event great. Dreamforce partners with these companies because they’re blazing trails in their respective industries and creating smart solutions to tough problems. As an added incentive, these booths often have free beverages on hand and swag to give away. If you play your cards right, you may also find yourself on the guest list of some of these vendors’ exclusive and unadvertised VIP parties.

    Get smart on hot tech topics
    Take AI for example—it’s le mot du jour. With good reason. It’s going to drastically change the way nearly all of us work and live. And this isn’t just a vague ‘someday’ concept, it’s happening right now. In your field. It’s also going to be a topic that many of the event’s speakers are going to talk about, so it’s worth having a baseline understanding of. And when a colleague, prospect, or newfound friend at the bar asks where you stand on AI adoption, you can do more than make a cheesy Ex-Machina joke. We recommend starting with this interview about voice-enabled AI with our very own Brian Petersen.


    Get to know the city, BART, and MUNI
    Unless you’ve managed to book a room in a location that’s perfectly central and within walking to all sessions, you’re going to need transportation. There’s a pretty good chance that cabs will be hard to find and Uber/Lyft surge pricing will be in full effect, making it easy to blow your transportation budget in a single day. San Francisco has several easy-to-navigate public transit options to get you to where you need to be quickly. Download the unofficial BART map app and the official MUNI app. If you’re coming from outside the US, you can also download an offline map of San Francisco to avoid pricey roaming charges.

    Prepare for weather
    Will it be sunny and warm? Or will it be cold, wet, and windy? It could go either way in our beautiful city by the Bay. And the weather is especially unpredictable in November. Bring layers, rain and sun protection, and a means of carrying them all with you.

    Attend the event happy hours
    Many vendors vying for your attention and they’re not beyond using free drinks and food to do so. After a full day of attending sessions, these casual events are a great way to kick back a little and socialize with other attendees. Word on the street is that Talkdesk and WalkMe will be hosting some excellent events.

    Get involved on social
    Dreamforce’s physical sessions are really only part of the event. There are lots of important conversations happening across your social channels that you won’t want to miss. Follow the event hashtag #DF17 to find important conversations and share the event’s best insights. You can also stay ahead of the game by following pre-made Twitter lists of important Dreamforce influencers and speakers.

    Give yourself a break
    Sometimes, when you’re trying to absorb everything, the exact opposite happens. A key tip to getting the most out of Dreamforce is: don’t try to do everything—or even as much as you can. Give yourself some time every day to relax, do something touristy, have a coffee, shop, or even book a Breather and take a quick nap. You’ll stay sharp and ready to take in more.


    Follow up with new contacts
    One of the biggest takeaways of attending conferences is meeting smart, like-minded people and expanding your professional network in a meaningful way. Don’t wait too long to connect with them on LinkedIn or send them an email letting them know that you enjoyed their conversation. Personal gestures go a long way—especially if your contact has is a business prospect.

    Take time to reflect
    Four days later, what do you remember? What stands out? Which speaker or session left the biggest impression? Dreamforce’s value is as much about what you take away from it as it is the event itself. As you unwind, take time to revisit the topics covered at the sessions you attended and see how you can apply what you learned. In the past, Salesforce has made videos of the big keynote speeches available to attendees, and session speakers usually share slide decks and/or key highlights. So you’ll have lots of great resources to thumb through, even if you didn’t take many notes.

    Embrace those incoming demo requests
    You visited the booths, you went to the happy hours, you grabbed some swag, and you may have even heard an elevator pitch or ten. Somewhere along the way, you probably left your name, number, and/or email address with a few reps whose tech caught your eye. Instead of avoiding the imminent sales communications, try hearing them out with when you get back to work. Who knows, maybe it’s time modernize part of your stack.

    Dreamforce is the largest B2B tech conference on earth. And it’s definitely something to get excited about. We hope this guide helps make the event that much better for you.

    7 reasons why Konsus loves Dialpad Meetings https://www.dialpad.com/blog/7-reasons-we-love-uberconference/ Tue, 14 Mar 2017 19:52:00 -0700 https://www.dialpad.com/blog/7-reasons-we-love-uberconference/ *Editors note: UberConference is now known as Dialpad Meetings.

    As a global, virtual company with remote workers and clients all over the world, we at Konsus (now known as Superside) conduct thousands of calls each month to every corner of the planet—often while on the go. We have conducted extensive due diligence on the plethora of solutions out there, and to us, Dialpad Meetings is the only product that reliably solves the three issues.

    Here are 7 reasons we chose Dialpad Uberconference, aka. Dialpad Meetings—and what, in our opinion, makes Dialpad Meetings the superior conference calling solution for companies in the modern world:

    #1. It's so easy to join a call

    Unlike other online conference vendors that make you download apps and punch in lengthy PINs, with Dialpad Meetings, it actually feels like they want you to join the call! If you or others are joining a conference call, all you have to do is go to your meetings.dialpad.com/MyName URL on your computer or dial in from your phone—and there's also a handy app for those that want it.

    #2 Phone dial-in

    We love that Dialpad Meetings gives you the choice to call in by computer or by phone; great for calling on the go. For our particular setup at Konsus, everyone stores their Dialpad Meetings dial-in number on their phone with the conference pin included. e.g. If you are in the UK, you would store the UK dial in number: +442035141993,,415XXXXXX#. The “,,” means a three-second break and the numbers after is the Dialpad Meetings PIN which gets autodialed. Dial this and you are automatically connected to the conference.

    In most of our countries of operation, calling with the phone is free. A lot of our clients and the businesses that we deal with are more traditional and prefer to dial in with a phone. It's super convenient to send this number to them.

    #3 HD audio and auto-mute

    Call quality has never been an issue when using Dialpad Meetings, even with a poor connection. Enabling auto-mute is a great way to boost sound quality when there are many participants dropping in and out of large meetings. Admins can also easily mute participants that have background noise.

    #4 Screen sharing

    A picture is worth a thousand words, and that goes for many of our needs as well. We use screen share on Dialpad Meetings every single day for a myriad of reasons: from onboarding clients to our website and discussing design projects with clients, to tech team collaboration meetings. It's easy to use and share screens, and doesn't slow down laptops or other running programs.

    #5 Integrations

    The LinkedIn integration allows us to see info about the person and company we are talking to live on the call. We book calls and update our sales database with the HubSpot integration, and our internal teams use Dialpad Meetings to dial in on group calls straight from Slack. It's refreshing to have a system that so easily plugs in to our daily work activities and the tools our team already use.

    #6 Chat feature

    Dialpad Meetings blends instant messaging and voice calling in a very nice way with a handy message bar right in the chat window. A lot of other solutions does this as well, but the UI in Dialpad Meetings is particularly sweet. You can even share files in the chat bar and we especially love the way you can preview the files collaboratively right there in the call.

    #7 Google Calendar integration

    Dialpad Meetings integrates nicely with Google Calendar and allows you to click ‘add conference call’ to any invite you send. This saves tons of time and avoids the very typical mistake of forgetting to attach a dial-in to a conference call. We've all done that!

    About the author

    Tarje Skarbøe is Director of Account Management at Konsus and uses Dialpad Meetings to conduct hundreds of calls with prospective customers all over the world.

    Konsus, now known as Superside, is a platform that lets companies set up a dedicated support team in a few minutes. We cover six of the most frequent online work categories: Graphic Design, Web Design, PowerPoint, Data Entry, Research and Content Writing.

    Dialpad customer Vivint Solar® nominated for two SuperNova Awards https://www.dialpad.com/blog/customer-spotlight-vivint-solar-nominated-for-two-supernova-awards/ Tue, 13 Sep 2016 21:55:00 -0700 https://www.dialpad.com/blog/customer-spotlight-vivint-solar-nominated-for-two-supernova-awards/ We’re excited to announce that Dialpad customer Vivint Solar® has been named a finalist for Constellation Research’s SuperNova awards in two categories—Future of Work and Technology Optimization & Innovation. Vivint Solar’s® Director of IT, Mike Hincks, was chosen for “demonstrating the foresight, creativity, and measured audacity to successfully implement emerging technologies” for the solar enterprise.

    Read on to discover how Mike was able to inspire a work-from-anywhere culture at Vivint Solar® with Dialpad’s pure cloud communications platform.

    About Vivint Solar®

    Vivint Solar® is a residential solar company with nearly 4,000 employees across 51 offices. Its mission is to flip the switch on how the world consumes power. With a workforce that’s 63% remote, the enterprise needed a communications infrastructure that could support its anywhere workers. Dialpad gave Vivint Solar’s® teams the freedom to extend conversations beyond physical offices—onto any device.

    Enterprise Challenges

    For years, Vivint Solar® relied on an on-premises PBX system that required physical infrastructure, regular maintenance, and a five-person team to manage. Tied to desk phones, employees were restricted and unable to collaborate on-the-go. As the company continued to expand its sales and service teams across North America, the scalability of the system became a growing concern.

    A desk-phone-optional workplace

    Local or remote, employees can now spin up offices anywhere in the world with Dialpad. Solar technicians can field calls on rooftops, support reps can text account managers from headquarters, and sales reps can chat with prospects on their commute to work. Regardless of the channel or device, teams can tap into Dialpad and pick up conversations right where they left off. “Traditional phone systems restrain you to a desk. Dialpad allows us to break free from the old world and work from anywhere,” explained Mike.

    The results: Six-figure cost savings

    By migrating to modern business communications, Vivint Solar® reinvented its approach to workplace collaboration. Employees can now connect across any device, while dictating the exact work style that’s right for them.

    Dialpad also eliminated the people and dollars traditionally spent on training end users and maintaining on-premises infrastructure. The company’s IT department transitioned from five full-time staff managing its communications network to one individual who spends just 5% of his time administering Dialpad.

    And unlike a legacy PBX, provisioning users and driving internal adoption is now simple and seamless. “We were able to get Dialpad up and running within 48 hours—it was incredibly intuitive,” said Mike.

    Vivint Solar’s® vision is to be a cloud-first company. From communications to email, the organization's IT stack is designed with the modern worker in mind. This shift away from desk phones has enabled the enterprise to achieve new levels of productivity. Employees are now more agile, connected, and accessible than ever. By powering conversations that live across any device, Mike and his team have created a true work-from-anywhere culture.

    To cast your vote for Vivint Solar®, simply visit the Technology Optimization & Innovation and Future of Work nomination pages. Voting is open until Sept 21st, and winners will be announced October 27th at Constellation Research's Connected Enterprise event.

    ICYMI: Quarterly product roundup https://www.dialpad.com/blog/quarterly-product-roundup-q1-2019/ Thu, 31 Jan 2019 18:56:00 -0800 https://www.dialpad.com/blog/quarterly-product-roundup-q1-2019/ New year, new releases. Take a look at some of newest features that you may have missed over the holidays. (By the way, is there still time to set a new year's resolution? Asking for a friend.)

    Web call history

    We’ll cut right to the chase: pulling call logs is a pain. Downloading CSVs, searching through records, connecting the dots between different communication data points—it’s a lot. But when you need to understand where, when, and how communication is happening in your organization, there isn’t much choice. That’s why we built Web Call History. With this feature Dialpad admins can instantly pull and filter call logs across their entire team, all from a straightforward, visual dashboard.

    Reporting capabilities include:

    In-queue callback

    Nobody like their coffee break or drive home interrupted by a follow-up call. Especially your customers.

    With in-queue callback for Dialpad Support (now known as Ai Contact Center), your customers can now receive their callbacks when it’s convenient for them and when they’re more likely to pay attention, which means better customer service and a steady decrease in your abandoned and inbound call volume.

    New integrations, just for you


    • Stay in the loop by connecting your Slack channels to Dialpad departments and call centers

    • Get Slack notifications for missed calls, voicemails, and connected calls, even the agent that took the call

    • Available to Dialpad Talk (now known as Dialpad Voice) and Ai Contact Center Pro and Enterprise customers in the Slack App Directory


    • Automate user provisioning and get back to your day with our OneLogin SCIM integration

    • Partner with our SSO integration to ensure secure communications no matter where your team’s headed

    • Available to Dialpad Voice Enterprise customers in the OneLogin Connector Catalogue

    Google Calendar Add-On

    • Schedule meetings and add details like dial-in options in one click to any Google Calendar event

    • Available for Dialpad Meetings Free and Business customers in the Google Workplace Marketplace

    What’s on deck

    We believe that if there’s a better way work, it’s our responsibility to build it. Here’s a sneak peek at some of the great new features our team is working on releasing to you very soon!

    • Improved voice transcription accuracy

    • Better call routing for those ‘gone fishin’ moments

    • Updates to call blocking that’ll stop spammers in their tracks

    One voice, one platform: OneLogin + Dialpad https://www.dialpad.com/blog/one-voice-one-platform-onelogin-dialpad/ Wed, 23 Jan 2019 21:47:00 -0800 https://www.dialpad.com/blog/one-voice-one-platform-onelogin-dialpad/ IT strategies are entering a new era driven by customer expectations. To thrive in this customer-centric market, companies are redefining their approach to IT from reactive technology provider to proactive and strategic business partner.

    How? Through increased innovation. And that’s why we’re so excited to announce our newest partnership with OneLogin.

    OneLogin + Dialpad: Better together

    Together with OneLogin and Dialpad, teams stay connected and secure with an AI-powered, cloud phone system that’s anything but reactive.

    With our latest integration, IT teams can not only support the onboarding and offboarding of employees, but also ensure that they’re they’re accessing Dialpad via secured single sign on (SSO). And with features like contact center sentiment analysis and call analytics, your sales, marketing, and support teams can finally get real customer insights on things like purchasing decisions, troubleshooting issues, and even competitive analysis—all in real-time.

    Learn more

    When it comes down to it, IT leaders should see themselves as the agents of change that they are—introducing a new wave of tech that delivers both inside and outside your organization.

    To learn more about Dialpad and OneLogin, visit us in the OneLogin directory below.

    Dialpad + Slack: A new way to stay connected https://www.dialpad.com/blog/dialpad-slack-a-new-way-to-stay-connected/ Tue, 07 Aug 2018 19:00:00 -0700 https://www.dialpad.com/blog/dialpad-slack-a-new-way-to-stay-connected/ Eight million. That’s the number of daily active users in Slack. For reference, there’s more people using Slack today than there are living in San Francisco, San Jose, and San Diego—combined.

    Eight million people can’t be wrong.

    The dynamics of the modern workforce—one that emphasizes automation and remote teams—helped usher Slack and similar apps into the limelight. Today, the cloud-based, instant messaging app offers teams a simple, user-friendly way to stay connected, share important updates, and integrate with their existing apps like Jira and Google Workspace.

    Social collaboration in the modern workforce

    When we consider that so many organizations are tackling complex issues that demand collaboration, it only makes sense why teams are finding cloud collaboration software a workplace necessity and not just a “nice-to-have”.

    But don’t think the benefits stop at the employee level. Collaboration tools in the workforce can also lead to improved customer experiences, loswer overhead costs, and greater employee retention rates.

    In other words, a win-win for employer and employee alike.

    Slack + Dialpad: Where work happens

    When your apps work together, great things happen. It’s why Dialpad partners with so many productivity apps like Google Workspace, Office 365, Salesforce, Zendesk, and now, Slack.

    With Dialpad + Slack, teams can stay focused on their conversations in Slack without having to toggle between their internal messaging platform and business phone system.

    Activities like missed calls, voicemails, voice transcriptions, even text messages can be pushed as notifications in Slack, so you and your team are never out of the loop when it comes to business communications, both in and outside the office.

    How it works

    To integrate Dialpad + Slack, you’ll just need to:

    1. Have an existing Slack account

    2. Have an existing Dialpad Pro or Enterprise account

    You’ll be able to add Dialpad straight from the Slack App Directory. After that, just have your Dialpad Admin follow these steps to integrate and enable Slack across your Department or Call Centers.

    At that point your team will receive notifications for any (or all) of the following notification types in your corresponding Slack channel:

    • When a voice call is started, missed, or completed
    • When a voicemail is received
    • When a new visual voicemail is available
    • When a text message is received

    Ready to get work done from anywhere? Click the button below to learn more about our integration with Slack and how to enable for your team.

    The future is real-time - Pt. I https://www.dialpad.com/blog/the-future-is-real-time-1/ Fri, 29 Jun 2018 01:53:00 -0700 https://www.dialpad.com/blog/the-future-is-real-time-1/ When we set out to build TalkIQ (the technology behind Dialpad Ai), we knew building a smart tape recorder was something of value for both individuals and businesses. Most everyone we spoke with agreed there was value in utilizing speech recognition and natural language processing to both capture and analyze conversations. And if we could do that processing while conversations were on-going, then it would be game changing in terms of what features we could build.

    As we spent more time in the market, it became apparent that much of the market was gravitating to the idea of using speech recognition and other technologies to build a better tape recorder. You’d have a recording of your conversations, be able to review insights after the call, and play things back if you’d like. The processing was all done after the call ended, and took time to complete. The thing with the tape recorder approach is that we all know it’s valuable, but the challenge is finding time to review the tape. We recognized this perspective early on, and so we focused our efforts on building real-time features that didn’t require a tape, and didn’t require an individual’s time to analyze.

    When you see real-time speech recognition coupled with real-time natural language processing for the first time, you can’t help but smile. It’s a seamless and mind-blowing experience (I say this with the experience of giving hundreds of demos to prospects, customers, and investors that have brought smiles, congratulations, and general bewilderment time and time again).

    You quickly realize the technology enhances conversations in ways you never thought possible: it takes notes for you as a conversation happens, identifies and logs the key events and moments, provides recommendations to questions, and can even help ensure you’re staying on track. The opportunities to enhance both personal and business conversations with these features is near endless—and we couldn’t be more excited about what we’re building and bringing to life across all our products at Dialpad.

    With Dialpad Ai, you don’t need to install any new software, or change any behaviors. Just make a call and let Dialpad Ai do the rest, in real-time.

    If we've piqued your interest, you can learn more about Dialpad Ai here. It’s live, and you can start using it today. Also, check back next week to read Part II of this post where we’ll discuss how we’re bringing real-time features to sales and support conversations to help close more deals, reduce churn, and enhance customer relationships.

    Innovate with Dialpad | March 2018 https://www.dialpad.com/blog/2018-3-23-innovate-with-dialpad-march-2018/ Mon, 26 Mar 2018 20:25:00 -0700 https://www.dialpad.com/blog/2018-3-23-innovate-with-dialpad-march-2018/ Spring is officially here! We’ve been busy building new features, integrations and making updates to our product to help you be more productive and efficient. Let’s dive in to this month’s features.

    Reinvent the customer experience

    Better customer experiences are calling. It's time to answer on a platform that combines voice calls, business text messaging, instant messaging, and contextual customer info on your existing devices.

    Introducing Dialpad Ai Contact Center—a modern solution to better customer experiences. Whether you're fielding support calls or generating leads, Dialpad Ai Contact Center offers a beautifully intuitive interface that makes resolving tickets, closing opportunities, and connecting with customers that much better.

    Dialpad Admins can:

    Interested in learning more? Catch up with our on-demand webinar from the link below.

    Insights you can act on

    Why add business apps if they can't talk to one another? With the Domo Connector and Quick Start App for Dialpad, Admins can now automatically import their Dialpad messaging and call analytics straight into Domo.

    That means a more visual representation of your business' calls and messages plus the ability to dig in, customize, and share across your organization. And if you've connected datasets with Salesforce or Zendesk, you can mix and match these with Dialpad to get a fuller picture.

    Empower agents from anywhere

    Not only can agents view and log Zendesk tickets from their desktop apps (or straight from Zendesk) but now we've added the ability to create and log from your Android device.

    iOS user? Don't worry, we're working on building this out for your devices too. For now, don't forget that calls answered on your iOS device can still be automatically logged to Zendesk.

    Save it for later with flagged messages

    We've all been there—someone says something important but you can't get to it right away. You don't want to lose it in the shuffle of conversation but leaving unread notifications on your app gives you anxiety (been there).

    Now with message flagging, you can choose the specific message or messages that you want to save for later by simply selecting the flag icon when you see it appear in your conversation thread.

    Flagged messages will automatically appear under Inbox > Flagged for you to review later. You'll even have the option to unflag them from your Inbox as well.

    Thanks for tuning in! We’ll be back next month with more innovations and news to share. Don’t forget, we keep a weekly log of all the latest features hitting your platform on our Help Center.

    Dialpad is more than a next generation business phone system. It’s an entirely new category of business communications that enables you to connect everyone and work anywhere.

    Innovate with Dialpad | February 2018 https://www.dialpad.com/blog/2018-2-21-innovate-with-dialpad-february-2018/ Wed, 28 Feb 2018 16:58:00 -0800 https://www.dialpad.com/blog/2018-2-21-innovate-with-dialpad-february-2018/ Just because February is the shortest month doesn't mean it's short on innovation. In fact, we've been busy behind the scenes building something pretty cool for Google Hangouts users (hint: it has to do with better communication).

    Google Hangouts Chat: Intelligent communication for teams

    Google Hangouts Chat is Google's latest venture into bridging the communication gap between teams. Built for the way you work (sound familiar?) it's a new approach to instant messaging. Teams can message, share content, and integrate third party integrations with tools like Zendesk, Box, and Asana to keep everyone in the loop, no matter where they're working.

    And starting today, teams can now integrate Dialpad's bot with Hangouts Chat.

    Some things are better together

    Integrating Dialpad's bots into your Google Hangouts Chat is easy—just run a search for either @Dialpad to add them to your Hangouts sidebar. Once added, you'll have a number of different commands to use with your Dialpad bot like:

    - Text John I'm running late
    - Turn on DND
    - Call Keith Messick

    With these integrations, teams can ditch app swapping and focus on the conversation at hand (because isn't that what you're really after?).

    Take care of business with Google + Dialpad

    Google Hangouts Chat is just one way teams can take care of business by integrating G Suite + Dialpad. Take a look at some of the other ways we've partnered with Google to driver better conversations.

    Gmail add-on

    Our Gmail Add-On (now available in the G Suite Marketplace), is a more intuitive way to stay connected in Dialpad without having to switch windows, manage tabs, or lose productivity.

    Gmail Add On GIF

    G Suite apps

    Whether it’s displaying the latest shared emails, files, or upcoming events or automatically syncing your contacts, you're able to stay connected to home base no matter where work takes you.

    G Suite directory

    Automatically sync your company directory via G Suite so adding new users is as easy as clicking a button (no IT headaches required).

    Thanks for tuning in! We’ll be back next month with more innovations and news to share. Don’t forget, we keep a weekly log of all the latest features hitting your platform on our Help Center.

    Dialpad is more than a next generation business phone system; it’s an entirely new category of business communications that enables you to connect everyone and work anywhere.

    Innovate with Dialpad | January 2018 https://www.dialpad.com/blog/2018-1-31-innovate-with-dialpad-january-2018/ Thu, 01 Feb 2018 00:20:00 -0800 https://www.dialpad.com/blog/2018-1-31-innovate-with-dialpad-january-2018/ Happy New Year everyone! This month, we're powering service and support teams to streamline workflows and resolve tickets faster with our Zendesk integration plus exciting news for iPhone X users.

    Streamlined customer support with Zendesk integration

    If your reps are spending the majority of the day toggling between apps, calls, and messages, how can they focus on what's most important? Leave context switching in 2017—Dialpad's native integration with Zendesk delivers a connected customer experience from the first ticket to the last phone call.

    Stronger integrations

    No need to toggle over to Zendesk to create a support ticket. Just select Create New Ticket to toggle between your brands, mark the priority, and add the details of the ticket (all without leaving your desktop app).

    Optimize productivity

    With a Dialpad native click-to-call widget built right within Zendesk, agents have access to the same call controls as they would in their desktop app but with the added bonus of having contextual customer intelligence right at their fingertips.

    Receive a call in Zendesk and we'll automatically open a new ticket ready for your agents to start working in. Even better, navigate to an existing ticket and we'll automatically pull in the number to your CTI dialer, so all your agents have to do is click to connect.

    Ready to integrate Dialpad + Zendesk? Check out the link below to download Dialpad from the Zendesk Marketplace. Need some guidance? Check out our help articles.

    Hello iPhone X!

    We know how annoying those little black bars can be to your user experience, so our mobile app is now fully optimized for your iPhone X's slick edge to edge display. Other iOS improvements for this month include:

    - The ability to call a specific department line from within group contacts (Navigate to Contacts>Departments)
    - Options for organizing how phone numbers appear for users with multiple lines
    - A handy click-to-call button from search

    Thanks for tuning in for this month's innovations. Don't forget we keep a weekly log of all the latest updates hitting your platform on our Help Center.

    Dialpad is more than a next generation business phone system - it’s an entirely new category of business communications that enables you to connect everyone and work anywhere.

    Innovate with Dialpad | December 2017 https://www.dialpad.com/blog/2017-12-22-innovate-with-dialpad-december-2017/ Fri, 22 Dec 2017 23:20:00 -0800 https://www.dialpad.com/blog/2017-12-22-innovate-with-dialpad-december-2017/ With 2018 only a few days away, we thought we'd take a little stroll down memory lane and highlight some of the biggest innovations, features, and improvements that hit your platform in 2017.

    Kill the phone bill

    You don't need an office to change the world, just a voice. And now you have one.

    Built for small teams, freelancers, and one-person shops, Dialpad offers small businesses a way to connect and collaborate on a cloud phone system.

    Dialpad includes all the business features your team needs, like:

    You're in the business of building your business and a phone bill isn't going to help you get there. Ditch the price tags and opt for a business phone system that works like you do—from anywhere, on any device.

    Raise the bar with enterprise single sign on (SSO)

    As the #1 business communications for G Suite, we knew we needed an enterprise-level security standard to meet our customer's needs. And in August, we launched support for both Google’s enterprise-grade SAML Single Sign On and SCIM lifecycle management.

    Security and accessibility are better together. And now Dialpad offers both from the same processes that already work for your Org: OpenID and SAML via Google.

    Ditch bad meetings once and for all

    We’ve all been there—the conference call from hell. It’s time to wave goodbye to bad meetings and hello to a platform that helps you collaborate from anywhere.

    Dialpad Meetings is now live inside Dialpad, meaning it’s now easier than ever to sync with your team. Plus with real-time collaborations from Google Docs, Slides, and Sheets, your team can start adding productivity to their meeting agendas.

    Gmail + Dialpad are better together

    If your existing platforms don’t make each other better, what’s the point?

    Our Gmail Add-On (now available in the G Suite Marketplace), is a more intuitive way to stay connected in Dialpad without having to switch windows, manage tabs, or lose productivity.

    From launching a new Dialpad call straight from Gmail to displaying a quick rundown of call and messaging history, Gmail + Dialpad make it easier for you to stay productive, and focused, on the tasks at hand.

    Need a helping hand? Introducing weekly Dialpad demos

    Implementing a new system is hard enough. Trying to do it by yourself is even harder.

    That's why we unrolled weekly live demos and Q&A sessions hosted by our product experts.

    Whether you need help setting up new users, adding devices, or creating your IVR, our team is here to offer you the tips, tricks, and insights into getting the most out of your new business phone system.

    Whether it was with voice calls, virtual meetings, instant messaging, we hope that this year's innovations helped your team do more, grow faster, and build stronger relationships in 2017.

    From all of us at Dialpad, we sincerely hope you have a great holiday season and can't wait to share our latest innovations + news with you in 2018.

    Dialpad is more than a next-generation business phone system - it’s an entirely new category of business communications that enables you to connect everyone and work anywhere. Sign up for a free trial of Dialpad today—productivity is waiting.

    Innovate with Dialpad | November 2017 https://www.dialpad.com/blog/2017-11-27-innovate-with-dialpad-november-2017/ Wed, 29 Nov 2017 17:00:00 -0800 https://www.dialpad.com/blog/2017-11-27-innovate-with-dialpad-november-2017/ This month we dive into five of Dialpad's most innovative features and how you can leverage them to build stronger connections in and out of the office.

    1. Video calling

    Why is this cool?

    While most products focus on video conferencing, it’s the support for one-to-one conversations that seem to be lacking.

    And while we all can appreciate hopping on a Google Hangout for a quick video call, there’s something to be said for the importance of a face to face conversation—especially when that employee lives halfway across the globe.

    And with HD quality, you’re able to focus on the actual conversation and not worry about glitchy tech or frozen screens.

    How to get more out of this feature

    Use video calling more! While your team may initially do some groaning (bad hair days be damned), it’ll make a big difference when it comes to building stronger connections with your team, both remote and local.

    2. Call controls across all devices

    Why is this cool?

    With traditional PBX phone systems, your calls ended up being tied to a single “end point” (a techy name for a device). So if a call came into your desk phone, you’d be stuck using the call controls on that specific device (or in most cases, stuck with missing controls).

    Who wants to be stuck in one place? Dialpad works across all your devices simultaneously, meaning that same call that came into your desk phone can be transferred, muted, even recorded, from your laptop or cell phone.

    How to get more out of this feature

    Download the Dialpad apps across all your favorite devices.

    3. Dialpad web app

    Why is this cool?

    We’ve all been there before. You’re away from the office when suddenly you need to look up some message or forward over that last voicemail.

    Now with the Dialpad web app, you can access your Dialpad desktop app simply by using a Chrome browser. Just type in dialpad.com/app and you’ll have access to all your contacts, messages, and calls.

    How to get more out of this feature
    Try it out the next time you’re traveling or visiting a remote office.

    4. Custom ring durations

    Why is this cool?

    Who doesn’t want more customizable tools? With custom ring durations, Dialpad Admins can adjust how long (or short) a call rings out on their Main Line, Department, Room Phone, or Call Queue before routing to a secondary call handling option (like to a voicemail or to another Department).

    It’s not just Admins, either. We added the ability for individual users to adjust ring durations on their direct lines plus the ability to route those calls, too.

    How to get more out of this feature

    Test out this feature on your direct line first to get an idea of how it works and what your call routing options are.

    5. G Suite and Office 365 integrations

    Why is this cool?

    If your business apps don’t work together, what’s the point? Dialpad natively integrates with both G Suite and Office 365 to make it easier for your team to connect, communicate, and collaborate from a single platform.

    Whether it’s displaying the latest shared emails, files, or upcoming events or automatically syncing your contacts, you're able to stay connected to home base no matter where work takes you.

    How to get more out of this feature

    Expand your contacts' profiles the next time you’re on your laptop or cell phone to pull up emails, files, and upcoming events.

    Bonus: Weekly demos now available

    Don't let deployment doubts keep you up at night. With our weekly demos our product experts will walk you through the ins and outs of Dialpad, highlighting the best practices for onboarding and team trainings.

    Thanks for tuning in! We’ll be back next month with more innovations and news to share. Don’t forget, we keep a weekly log of all the latest features hitting your platform on our Help Center.

    Dialpad is more than a next generation business phone system. It’s an entirely new category of business communications that enables you to connect everyone and work anywhere. Sign up for a free trial of Dialpad today—productivity is waiting.

    Innovate with Dialpad | October 2017 https://www.dialpad.com/blog/2017-10-26-innovate-with-dialpad-october-2017/ Mon, 30 Oct 2017 20:26:00 -0700 https://www.dialpad.com/blog/2017-10-26-innovate-with-dialpad-october-2017/ From launching a Dialpad call straight from Gmail to introducing a new way to communicate in Vancouver, this month's updates are empowering your teams to work smarter, not harder (isn't that the whole point?).

    Gmail + Dialpad are better together

    If your existing platforms don’t make each other better, what’s the point? Introducing the Dialpad Gmail Add-On (now available in the G Suite Marketplace), a more intuitive way to stay connected in Dialpad without having to switch windows, manage tabs, or lose productivity.

    From launching a voice call straight from Gmail to displaying a quick rundown of call, text, and instant messaging history, Gmail + Dialpad are making it easier for you to stay productive, and focused, on the tasks at hand.

    Improved workflows for iOS and Android

    We all know that productivity can strike from anywhere—bowling alley, 24 hour diner, even standing in line at TSA. The point is, productivity doesn’t discriminate and neither should your business phone app.

    Whether you’re in front of your laptop, tablet, or mobile, you should have access to the tools that make you (and your ideas) better, stronger, and more focused.

    Our latest mobile updates for both iOS and Android aim at accomplishing just that, from simplifying and improving search to adding the ability to log Salesforce activity in one tap.

    Dialpad expands north and south: Vancouver + Austin offices

    Our recent expansion announcements in both Vancouver and Austin have us pretty pumped—after all, how often do you get a chance to plant your flag in vibrant and growing downtown areas like Vancouver and Austin?

    But what does that mean for Vancouver or Austin-based businesses, and more importantly, the workforces powering them?

    For starters, businesses now have a choice. They’re not stuck with the same landline and telecom providers, pushing the same features and disconnected experience. We’re not interested in doing things simply because that’s the way they’ve always been done. Why mimic the past when you can reinvent the future?

    Secondly, it’s about freeing your team to work where and when they’re most productive (and on the devices that work with them and not against).

    Flip a call from desktop to mobile, log an opportunity in one click, automatically sync contacts across your devices—this is what your team wants today. They just need a platform that makes it easier to do it.

    Need a helping hand? Weekly demos now available

    We get it. Implementing a new system can have you feeling a little uneasy. Is everything really going to go as smoothly as promised? What about your user base? Will they adopt these changes quickly?

    Don’t let deployment doubts keep you up at night. With our weekly demos, our product experts will walk you through the ins and outs of Dialpad, highlighting best practices for onboarding and team trainings.

    And the best part? The whole session is only 15 minutes. You won’t even need to reheat your coffee. Talk about a win-win.

    Polycom ordering now supported

    Not ready to cut the cord on your desk phones just yet? For the desk phone faithfuls out there, we've has partnered with Polycom to give Dialpad Admins the option to order pre-provisioned Polycoms directly through Dialpad.

    Why pre-provisioned? Because why should your team spend hours setting up hardware? Just plug in your Polycom, connect it to the internet, then assign it to your user or shared line. See? We can even make desk phones productive.

    Thanks for tuning in! We’ll be back next month with more innovations and news to share. Don’t forget, we keep a weekly log of all the latest features hitting your platform on our Help Center.

    Dialpad is more than a next generation business phone system; it’s an entirely new category of business communications that enables you to connect everyone and work anywhere.

    Dialpad June 2017 product update https://www.dialpad.com/blog/june-product-update-dialpad/ Mon, 26 Jun 2017 19:53:00 -0700 https://www.dialpad.com/blog/june-product-update-dialpad/ In this month's Dialpad product update, we're introducing an exciting range of smart new features that make it easier than ever to work, chat and meet from anywhere. From voice commands to losing annoying notifications, we're on a mission to build the business communications product that works the way you do.

    Launch conference calls straight from Dialpad

    Collaboration just got quicker. And smarter. Dialpad users can now launch a conference call straight from the Dialpad desktop application—with just one click—to kick off a conference in seconds. Now, there’s no need to stall project work switching between applications or fumbling for PINs. One click and you’re ready to go.

    "Alexa, call Brian with Dialpad"

    Business communications has officially moved into the Internet of Things. Dialpad now integrates with Amazon Alexa, giving you the power to control your business communications with your voice—maximizing productivity and removing technical challenges. Your virtual personal assistant, Alexa takes commands to dial numbers, transfer calls, give you your messages, and tell you real time call analytics data. “Alexa, let’s get started!”

    More choice for Enterprise SSO

    As the #1 business communications for G Suite, we are thrilled to announce the launch of Google’s enterprise-grade SAML Single Sign On and SCIM lifecycle management. This development means that Dialpad nows support the two most popular Enterprise SSO standards—OpenID Connect and SAML via Google. Our goal is to provide businesses with options to effectively manage security and authentication using processes that work for them.

    Dialpad is now available on Salesforce AppExchange

    Empower your sales team with the only business communications platform that lives inside your favorite CRM. Dialpad for Salesforce Lightning is now available from the Salesforce AppExchange for Dialpad Pro and Enterprise accounts—and set up couldn’t be easier.

    Easier number porting is here

    A new business phone system doesn’t have to mean new phone numbers! With Dialpad, it’s now easier than ever to port your phone numbers from your previous provider, without any downtime or system glitches. Just a few easy steps and your business phone numbers will be ready to rock on Dialpad.

    No more unwanted notifications

    Board meetings, family holidays, the play offs—there are so many occasions where notifications and “pings” are not welcome! Now on Dialpad, switching to “Do Not Disturb” mode ensures that you really will not be disturbed. Notifications will no longer appear or sound on your desktop and your phone will not ring when on “Do Not Disturb”. Let the vacation begin!

    Stay up-to-date with our latest product releases

    All these changes are currently live in the latest versions of Dialpad (upgrades are pushed directly to your users, so no work is required from admins!). And because we're built on a pure-cloud platform, you can expect new features and updates every week. Want to stay in the loop? Be sure to check out our weekly release notes.

    Work From Anywhere with Dialpad + Alexa https://www.dialpad.com/blog/work-from-anywhere-with-dialpad-and-alexa/ Tue, 25 Apr 2017 17:47:00 -0700 https://www.dialpad.com/blog/work-from-anywhere-with-dialpad-and-alexa/ “Alexa, call Brian with Dialpad.”

    “Alexa, add Vincent to the call.”

    Dialpad just announced its integration with Alexa, the intelligent virtual assistant powering the Amazon Echo. This new capability means users have yet another way to use Dialpad to make and receive business voice calls, check messages, and access a variety of other features. Administrators can even use Alexa to track company-wide call analytics. To coincide with this announcement, Dialpad Cofounder, Brian Peterson, and Vincent Paquet, VP of Product explore their take on what this means for the future of business communications.

    What’s possible with Alexa and Dialpad?

    Brian Peterson: Using just your voice, you can now use Alexa to check your voicemail messages, track call analytics, initiate a call to any of your contacts, record a call, transfer a call, and so much more.

    How does this push the boundaries of what’s possible for business communications in the modern workplace?

    Brian: Being a pure-cloud business phone system, Dialpad makes it easy for people to communicate via desktop, mobile, tablet—you name it. Integrating with Alexa, another cloud-connected device, takes business communications into the Internet of Things (IoT). Alexa is truly your personal assistant: instead of paging a person or pressing some complicated key combination on your desk phone, you just say “Alexa, transfer the call to the sales department.”

    Vincent: I’d also add that integrating Alexa with Dialpad gives workers complete mobility to work from anywhere. Before you could technically take your calls from anywhere, but you still needed physical access to some endpoint, be it a laptop or smartphone. With Alexa we extend mobility to not just the last mile, but the last yard, so you can now make a call with Dialpad without even having physical access to any device.

    Integrating Alexa with Dialpad gives workers complete mobility to work from anywhere.

    What do you see in the near-future for virtual assistants like the Amazon Echo?

    Brian: That’s definitely a hot topic right now in the world of artificial intelligence (AI) and machine learning (ML). Google has a competing “smart speaker” device called Google Home. Soon enough, you’re going to see text- and voice-based assistants across every device, extending the power of the cloud. No matter where you are, you’ll be able to control anything.

    Vincent: If you think about it, voice recognition has been around for a long time. I had a cordless phone at home that I could talk to—that was 15 years ago. The critical difference now is that we have access to the cloud so there’s no limit to what you can do with these systems.

    There’s nothing stopping you from using Dialpad wherever you happen to be.

    What makes you most excited about Dialpad’s integration with Alexa?

    Brian: It’s amazing to think these AI assistants will be everywhere—on your devices, in your home, in your car. And Dialpad will fit right in perfectly. One app lets you order pizza from Domino’s, another app lets you play a song, and our app will be the nexus for your business calls and messages. We’re filling the void of communications in these new virtual assistants, connecting everyone to the global telephone network of billions of people around the world. That's what makes me passionate. There's nothing stopping you from using Dialpad wherever you happen to be.

    The demise of the desk phone https://www.dialpad.com/blog/demise-of-the-desk-phone/ Fri, 20 Jan 2017 23:06:00 -0800 https://www.dialpad.com/blog/demise-of-the-desk-phone/ WATCH WEBINAR

    Get the facts behind the demise of the desk phone in our webinar for forward thinking IT leaders.

    The demise of the desk phone

    In one of our recent posts, we debunked a few of the most common misconceptions about flexible working. For example, instead of adversely affecting culture and productivity, research has repeatedly shown that companies embracing the era of “anywhere workers” actually see improved employee happiness and productivity.

    But there’s one thing about flexible working that is no myth: it’s killing the desk phone.

    Only 10 years have passed since Apple released its first iPhone, yet we treat our personal smartphones and tablets as though they’ve always been essential to the way we work and live. As a result, in a short decade, those devices have completely disrupted IT. They have made it easier than ever to work anytime, from anywhere, inspiring companies to review their policies and to increasingly adopt intuitive, cloud-based technologies that support newer, faster, more efficient forms of communication and collaboration.

    In the process, many organizations have discovered that the traditional business phone—the clunky device with an overwhelming array of buttons—no longer serves the newly mobile needs of their employees.

    According to research from GlobalWorkplaceAnalytics.com, employees at Fortune 1000 companies are not at their desks 50-60% of the time. Similarly, Dialpad’s recent survey The Era of the Anywhere Worker found that only 19% of respondents work at a desk 40 or more hours per week. Over half (53%) said that the desk phone is outdated, and nearly one-third of respondents believe desk phones won’t exist three years from now.

    The challenge for CIOs

    So what does this mean for CIOs and their IT strategies? It means it’s long past time to evaluate the efficacy of the desk phone—and whether employees are even using them.

    Even though 75% of employees prefer softphones and mobile smartphones over desk phones for business calls, the majority (66%) of companies still provide employees with desk phones. And that’s not a harmless discrepancy: unused phone systems, according to IDG, cost enterprises an average of $8.1 million per year. That’s a significant investment for an outdated technology that doesn’t solve the needs of today’s anywhere workers.

    Some enterprises may already have cloud communications systems in place, but too often these are first-generation services (dating from the early 2000s) that still rely on desk phones. While they may have been effective at one time, forward-thinking CIOs understand that the best option for anywhere workers is to use their mobile devices—smartphones, laptops, tablets.

    In his recent report, Cord-Cutting Hits the Enterprise, Brian Solis (Principal Analyst, Altimeter Group) recommends that CIOs and IT leaders review usage of their existing systems to see what is and isn’t working for employees. Then you can evaluate the impact of these systems on both productivity and employee satisfaction. Solis also recommends surveying employees before making any decisions to help save time, money, and headaches further down the road. For example, in the above chart from a Dialpad survey, employees said that the smartphone tops the list of essential devices for remote work at 85.1%—useful data when implementing new technology.

    Every organization will have different needs, so CIOs should make sure these when developing their company-wide plan for communication and collaboration. One thing is for certain, however, no matter the kind of company or industry: the demise of the desk phone is near.

    Watch the Webinar with Brian Solis

    Got questions on what cutting the cord means for your business?

    Brian Solis talks through the practicalities of cord-cutting in enterprise in 2017 in this enlightening webinar available on demand. The session is an ideal opportunity for forward-thinking IT leaders to learn from one of the leading minds in disruptive technology, and to understand what's next for business communications.

    Business IT trends in 2017 https://www.dialpad.com/blog/business-it-trends-2017/ Sat, 14 Jan 2017 00:43:00 -0800 https://www.dialpad.com/blog/business-it-trends-2017/ The role of the IT leader is evolving once again in 2017 as we navigate the ever-shifting sands of emerging technologies, business trends, and human demands.

    As we dive into the new year, let’s take a look at what trends we can expect to drive IT purchasing decisions and what workers want from IT in 2017.

    Less is more

    IT in 2017 is about simplification. Employees don’t want to be wowed with fancy gadgets and they’re tired of having to create new passwords and logins; they simply want their lives to be made easier, so they can focus on the task in hand.

    So help them out with tech that speaks to the platforms they already use, that’s intuitive and has proven high adoption rates, and that they can use on the device of their choice. Focus on solutions that reduce admin time and enable employees to explore hybrid work.

    On-the-go connectivity

    With 81% of workers spending less than 40 hours per week at their desks, near and far business travel should be a high priority for IT teams to tackle in 2017. Whether it’s traveling to the other side of town for a client meeting, or halfway around the world for a conference, keeping employees connected and at optimum productivity is essential.

    As the use of cloud collaboration software continues to rise, what we’ll see in 2017 is more and more businesses making the jump to a pure-cloud model that includes their business communication as well as productivity. Pure-cloud solutions are the key to enabling your anywhere workers, wherever they are, with the only necessity being an internet connection and the device of their choice.

    Accurate budgets

    There is good news for our pockets in 2017. The cloud brings with it simplified pricing structures and tailored solutions that easily scale up and down to suit each business. There is also a reduced need for hardware, which in some cases can be eliminated altogether. For example, companies killing the desk phone and moving to a pure cloud communication solution can expect to make 60% savings on telephony costs, leaving cash that is better spent elsewhere in the business.

    Today, no tech solution is complete without a sophisticated analytics accompaniment, enabling IT teams to prove adoption rates and assess the impact on the bottom line. Ultimately, we have more control over and insight into IT spend. There is simply no room for legacy systems in 2017 that can’t offer the same cost savings and understanding, and this is the biggest push factor for updating tech stacks this year.

    IT-driven happiness

    People want to live life to the fullest in 2017 and yes, this transcends into IT. With topics like health, wellness and work-life balance surging as part of the most popular new year’s resolutions, businesses must not think themselves above these trends but embrace new attitudes and help employees be the best they can be.

    For example, a found that happy employees can be up to 20% more productive than their unhappy colleagues. Let’s couple that with the finding that 83.5% of workers believe flexible working boosts their overall happiness and we’re left with an easy win for IT. With cloud communications now forming the last piece of the puzzle in the anywhere worker IT stack, we have the means to empower employees to be the master of their own success and work in the way that they are most productive.

    An employee-centric IT strategy is essential for success and IT leaders must connect with their workforces, simply ask them what they want, and share their goals in order to build and rejuvenate a tech stack that works.

    Q&A with Work-Bench + Dialpad https://www.dialpad.com/blog/work-bench-dialpad-q-and-a/ Mon, 11 Feb 2019 20:51:00 -0800 https://www.dialpad.com/blog/work-bench-dialpad-q-and-a/ Successful SaaS founders are known for their ability to identify market trends and shifts before they hit the mainstream. They’re known for being disruptive either by starting an entirely new business and category, or by acquiring a complementary team and technology. Dialpad has done both. First we reinvented business communications by bringing it to the cloud. Then we did it again by building artificial intelligence into our products to turn every conversation into actionable insights.

    Recently at SaaStr Annual ‘19, Dialpad Co-Founder and CEO, Craig Walker and CSO, Dan O’Connell sat down with Work-Bench General Partner, Jessica Lin to talk about the journey so far and and how we’ve been able to quickly convert newly acquired talent and tech into fast, scalable growth. Here are some of the highlights from the conversation.

    We’re always thinking about how to make the experience better before the call, on the call, and after the call by tying in a bunch of non-voice pieces.

    Lin: When most people read your bio, Craig, they almost have to do a double take because you started a voice company that was acquired by Yahoo in 2005. Then you started another voice company which was acquired by Google in 2007. How many founders can say that they’ve personally started and sold two UCaaS companies?

    Walker: Well I think it speaks to what a big opportunity UCaaS is and just how nascent the market was in ‘99 when we were first starting. When I was at Google Voice we wanted to give people a way to manage their communications, but we also wanted to make it much more than just a phone call. That’s the same philosophy we have at Dialpad. We’re always thinking about how to make the experience better before the call, on the call, and after the call by tying in a bunch of non-voice pieces.

    Lin: So then you started your third UCaaS company, Dialpad, in 2011. You won TechCrunch Disrupt in 2012. And I’m sure you get asked this all the time but what made you want to start your third business phone company?

    Walker: There was still so much to do! We had figured out how to make really high quality voice over IP calls and how to do a lot of really interesting features, but when you look at the enterprise voice space you realize the legacy versions of all of our products— Dialpad Meetings for video conferencing, Dialpad Voice for your cloud phone system replacement, Dialpad Ai Sales and Dialpad Ai Contact Center for call centers— are all pretty terrible. They’re expensive, complicated, end users don’t like to use them very much. And so it just looked like a massive opportunity.

    Lin: So then let’s fast forward to 2017. You’ve been building Dialpad for roughly five years, you have some incredible VoIP technology, infrastructure, a phenomenal team, and you clearly saw again even more opportunity on top of this business phone layer. At the time, conversational AI was really heating up here in Silicon Valley. What were your thoughts when you started seeing other players in the space?

    Walker: We had been interested in AI for a while. We were meeting with virtually every provider in the space and they all wanted to integrate with us so they could get access to the call data and be able to go do their magic. And basically everyone we met with had the approach of joining the call as an additional participant, recording the call, and sorting it all out afterwards. But when we met with TalkIQ they actually had a platform that we could integrate into or core telephony so that they could transcribe in real-time, get sentiment scores in real-time, and give conversation recommendations and insights in real-time. That felt much more compelling than any after the fact data.

    Lin: So you had gotten together with TalkIQ from a licensing deal relationship. And then at some point you thought we’d like to be in an even closer relationship. We’d like to acquire them. Walk me through that thought process.

    Walker: We were actually in a board meeting giving an update on our progressive and speaking to how this was going to be a completely differentiated product that set us apart from anyone in the space, and Marc Andreesen said “hey why don’t you just acquire those guys?” The board meeting ended at noon and I met with Dan for dinner that night.

    O’Connell: It was super seamless. Our product teams were already onsite on a weekly basis. I had worked with Crag and his co-founder Brain Peterson at Google. When we were trying to figure out how to get on call paths he was the first person I called. Ultimately it came down to having two CEOs who really wanted this deal to happen.

    We viewed Dialpad as the most innovative business communications platform in the space.

    Lin: And Dan, you joined TalkIQ in 2017 as CEO. Can you tell us a little bit more about the company, the product and where the technology was at that time?

    O’Connell: When I joined we were only six people. We had raised $6M in seed, went through the process of raising our Series A led by Salesforce and Scale Ventures, and really it was off to the races from that. We were basically a startup trying to be three different startups at once: we were building our own telephony stack, our own speech recognition engine which was taking audio and transcribing it to text, and then our NLP on top of it. Those are three tough problems to figure out. So when the acquisition offer came, we didn’t try to shop it at all. We weren’t looking to sell the business. But we decided to do it because we viewed Dialpad as the most innovative business communications platform in the space. They had four different pillars we could go take our technology to. We resonated on how to build things, the vision, and most importantly our teams liked each other.

    Lin: But as with any acquisition decision, there are going to be people who don’t agree or who feel differently. How were you able to get the whole TalkIQ team on board the Dialpad train?

    O’Connell: Really it came down to having honest conversations with people and talking through their fears, or what they perceived to be the pluses and minuses. Will they have different managers? Will they still work on the same things? Will those things continue to be a priority? But something that Craig made very clear from the start was that anything my team was working on would be the number one priority. I think that’s what became very important for us. We weren’t gong through an acquisition where all of our jobs would change overnight and our work would be thrown out.

    Lin: Which happens a lot!

    O’Connell: Yes it does. So in that respect we’ve been super fortunate.

    Nearly a year later we’ve retained almost everyone, the team continues to work well together, and the products are integrated really well.

    Lin: And what advice do you have for founders who may be looking to go out and acquire other startups themselves?

    Walker: Look for synergy, shared values, and shared vision. That’s the approach we took and now nearly a year later we’ve retained almost everyone, the team continues to work well together, and the products are integrated really well.

    Lin: I’ve heard a bit about this culture playbook. Would you be willing to share a few pages with us?

    Walker: Every Friday we have an all-hands meeting to recap the week, what went well, what didn’t. We try to be as transparent as possible with employees so they trust us and we trust them. That lends itself to one of our core value which is to always do the right thing.

    O’Connell: Another one of our values, which came from TalkIQ, is Karaoke State of Mind. The idea behind that is to have fun, own things, and not take yourself too seriously. Yes you want to drive accountability, yes you want to be a strong performer, but at the end of the day we’re not saving lives. We can loosen up, and I think people definitely appreciate that.

    Lin: Final question, how are things going?

    Walker: Things are going really well. It’s more than just bells and whistles or neat features. It’s being able to provide a worldwide, enterprise-grade platform that’s powered by AI so you can really start to understand this last offline data set without adding any more annual processes.

    Experience Dialpad Ai's powerful, real-time insights for yourself by starting a free two-week trial at the link below.

    3 secrets to a successful acquisition https://www.dialpad.com/blog/three-secrets-to-a-successful-acquisition/ Fri, 25 Jan 2019 17:25:00 -0800 https://www.dialpad.com/blog/three-secrets-to-a-successful-acquisition/ An acquisition can make or break your startup.

    At worst, a disastrous deal leads to wasted wasted time and money, a startup's two most precious resources. On the flip side, a strategic transaction can give a speed to market advantage over rivals or potentially let you run away with a new market. Take IBM’s recent purchase of RedHat to accelerate hybrid cloud adoption, or Salesforce’s acquisition of Mulesoft to coordinate, unlock, and integrate customer data better than any competitor.

    But the M&A landscape is also littered with examples of failures...Google and Nest, Yahoo and Tumblr, eBay and Skype. I could go on.

    As a former M&A attorney and serial SaaS founder myself, I’ve experienced acquisitions from every point of view. What I’ve learned is that true due diligence requires more than a scan through boxes of contracts and reviewing the balance sheet. In fact, the most successful deals take a combination of careful research, emotional intelligence, and attention to commonly overlooked details. So if an acquisition opportunity ever comes across your desk, make sure to consider the following before signing the dotted line.

    Make sure you’re buying the core underlying technology (and the full rights to it), not just the company licensing the technology

    In 2005, eBay spent $2.6 billion on Skype, which it hoped would increase sales on its platform by giving buyers and sellers an instant communications channel. When Skype failed to take off among eBay users, most people assumed that was the reason eBay put Skype for sale four years later (taking a $936 million write-down in the value). But there was a little known fact complicating the situation: The purchase didn’t include full ownership of Skype’s underlying technology—a mistake Microsoft was sure to avoid when it bought the company along with the IP a few years later.

    Always always always check to make sure you have clean rights to the an acquisition target’s technology. I know the paperwork can be painful, but it will be so worth it in the end.

    Communicate with all shareholders, even those with a small stake

    When Yahoo was about to buy my first startup, Dialpad Communications, we met surprising resistance from an unlikely source. An investor, who had written off most of his stake in Dialpad many years earlier, thus indicating that the company was worth close to zero to him, suddenly had his own ideas. As the deal was about to close, I called him to say, “Great news! You’re about to make millions off of the investment you wrote off years ago. All you have to do is sign this paper.” I expected gratitude and cooperation, but apparently my lack of communication about the negotiation process was not appreciated, and the investor put a higher dollar value on his share. Looking back on it, I shouldn’t have expected champagne corks and flowers so soon. A deal isn’t over until the ink is dry.

    Every M&A deal throws curveballs. You can mitigate the consequences someone else’s potentially irrational self-interest by having conversations early on. That way, you’ll buy yourself more time to negotiate tricky requests and help shareholders understand what they’re getting.

    Don’t underestimate the value of chemistry and culture

    Sometimes companies are so blinded by the potential for technology synergies and market growth from a merger that they fail to take into account something obvious: the people. One of the most notorious examples of a post-M&A culture misfit is the 2005 merger of Kansas-based Sprint and Nextel. Conservative Sprint executives clashed with scrappy Nextel personnel. A Nextel managers’ meeting illustrated the dynamic perfectly: The Nextel CEO wore khakis and shouted “Stick it to Verizon!,” while his Sprint counterpart, wearing a suit, gave a PowerPoint presentation. Lack of chemistry affected the ability to effectively integrate in other ways and ultimately forced the Sprint CEO to resign.

    My current company, Dialpad (I bought back the name after selling Dialpad Communications to Yahoo! in 2005), recently acquired TalkIQ, a leader in artificial intelligence and machine learning, and our shared culture and values have been a key factor to the success of this deal. Months before the acquisition, we were working together as partners and during weekly engineering meetings we found the two teams naturally worked as one. This made sense, as TalkIQ’s CEO had worked side by side for years with my co-founder to oversee the massive growth of Google AdWords, remaining close friends after they left Google to pursue other career opportunities. You can’t put too fine a point on how important shared chemistry and culture are.

    Good acquisitions aren’t easy to pull off. There are a host of things that lead to failure—financial losses, stock drops, lost market opportunities, fizzled dreams. Being prepared for all the possibilities, and knowing about the various snags that might arise, will increase the likelihood of a win.

    The ultimate guide to understanding agent churn https://www.dialpad.com/blog/understanding-agent-churn-infographic/ Mon, 19 Nov 2018 18:04:00 -0800 https://www.dialpad.com/blog/understanding-agent-churn-infographic/ Retaining a team of happy and skilled agents continues to be a big challenge for customer support leaders. This infographic highlights why investing in coaching may be the most effective approach to mitigating churn and improving agent experience.

    Call center retention: Why your call center agents are leaving https://www.dialpad.com/blog/call-center-retention/ Tue, 11 Sep 2018 16:54:00 -0700 https://www.dialpad.com/blog/call-center-retention/ If you've ever asked someone to describe their experience working in a call center, there's a good chance that they sighed, heavily, before answering.

    The job isn't glamorous and it's notorious for its high turnover. In fact, agent turnover rates consistently hover between 30-40 percent on average across industries. All that churn costs companies some serious cash—as much as $12K per agent according to one survey from Deloitte.

    So why do so many agents seem to jump ship? And what can you do about it as a manager? Take a look below at the three most common reasons for agent churn and solutions for how to turn it around.

    Reason #1: The tech sucks

    Traditional call center and contact center technology is pretty far from cutting edge. And for a long time, that was okay. Agents punched in, plugged in their headsets, answered calls, and punched out.

    Today however, the internet and social media have given way to more personalized customer interactions and much higher expectation for service. The stakes for meeting (or not meeting) those expectation have gotten higher too, with more and more customers saying they would scrap a planned purchase over bad service.

    Agents must be able to do more than just answer a call — they need to know the customer's story, where they’re struggling, and how to quickly and efficiently offer up support. Simply put, they need to provide the right experience.

    Outdated tools make this near impossible. Relevant customer information isn't easily accessible. Time is wasted toggling between apps, platforms, and past interactions. Sometimes calls aren't even routed to the best agent, leaving customers hanging on the line.


    Modern call center technology, especially platforms that live in the cloud, offer native integrations with CRMs, help desks, and social networks to give reps a full picture all their customer interactions, all without sacrificing SLAs or customer expectations.

    Past interactions, including voicemails, voice transcription, and call recordings, are all stored in one central place that both managers and agents can access whenever they need.

    Reason #2: There's no clear path to success

    What metrics are you currently using to track the effectiveness of your agents? First call resolution (FCR)? Average speed to answer? Average handle time? If you answered yes to all of the above, well…there’s a reason you’re reading this blog, right?

    To be clear, we're not saying these metrics aren’t important or shouldn't be tracked. But when there's confusion about how your metrics align to your team's goal and your overall organizational goals, support agents are left feeling frustrated, burnt out, or ready to look for a new opportunity.


    Align your call center KPIs with those of your company, and then boil that down into operational metrics you can apply across your call centers and support agents. When agents have clear, consistent success metrics they can work toward, they become more engaged with the overall success of your brand, product, or service.

    Reason #3: There's limited onboarding or continued coaching

    It's pretty common for new agents to have next to no experience when joining a call center. Many end up using the role as a stepping stone to other career opportunities within your company, so unless you're working with a team of seasoned pros, your agents probably need a little more help than you originally anticipated.

    Trouble is, managers don't always have the best means to train agents or capture coachable moments. Whether that's because of the tech they're using (see reason #1), the number of calls coming in, or simply the number of agents they're responsible for, the end result is agent churn.

    Today’s consumers do not buy just products or services — more and more, their purchase decisions revolve around buying into an idea and an experience.
    — McKinsey


    Effective call center coaching goes beyond teaching agents how to claim calls from the queue. It's about teaching them how to actively listen to customers, how to offer empathy and solve problems, and most importantly how to turn a customer's worst moment into their best.

    But you can't get there on post-call insights alone. You need real-time insights like, how are customers reacting to specific answers/agents? How useful are your knowledge base articles? What's the average talk time of an agent vs a caller?

    Sharing these key pieces of information won't just make agents better at their jobs, it'll make them care too. They'll understand why you're asking them to work a specific way and why it matters to their overall success.

    Want to learn more?

    Stop losing good agents over bad tech. With Dialpad Support, customer service teams can:

    - See real-time customer sentiment on every call
    - Access live transcripts during and post call
    - Work entirely within Salesforce or Zendesk with access to recordings, transcripts, voicemails, and more

    The Future is Real-Time Pt. II https://www.dialpad.com/blog/the-future-is-real-time-2/ Fri, 07 Sep 2018 22:07:00 -0700 https://www.dialpad.com/blog/the-future-is-real-time-2/ Previously we shared how one of the biggest opportunities for speech analytics is the development of “real-time” features. What we mean by this is the technical ability to utilize speech recognition and natural language processing to add value to conversations as they happen. This allows you to do some really interesting things, such as: automate notes, analyze contact center sentiment, track agenda items, automate compliance, and identify trends and patterns in conversations -- all in real-time.

    With these capabilities, businesses will be able to react exponentially faster to the challenges and opportunities that arise during customer interactions. As the speech analytics market climbs past $2 billion, the application of these real-time features to support client-facing teams will be a key driver of growth.

    Here at Dialpad, we’re excited to bring real-time speech technology to all of our products (some of which you can experience today).

    Over the course of the next few weeks, we’ll be rolling out a host of new features designed to drive value for sales and support teams:

    • Real-Time Recommendations
      Dialpad Ai delivers reminders and relevant information to reps and agents at the right time in the conversation resulting in fewer “I don’t know,” moments. If a prospect asks a new sales hire about pricing, or mentions a new competitor -- rather than having that rep stumble, Dialpad Ai will provide the information instantly.

    • Live sentiment analysis
      Dialpad Ai’s streaming sentiment score provides managers with an aggregated view of every conversation happening across client facing teams. Instantly, at any point in time, managers can pinpoint trouble calls and opt to listen or barge in, with all the necessary context of the conversation.

    • AI-generated call notes
      Using powerful automatic speech recognition and natural language processing, Dialpad Ai generates call summaries for employees to review at the end of every call (and will auto-save them into a CRM or other system of record if needed).

    As you think about how speech analytics fits into your sales and support strategy, look into products that combine real-time capabilities with post call functionality.

    Our belief is that real-time speech recognition and NLP innovates basic recording functionality in game-changing ways. Rather than spending your time reviewing your team’s game tape for insights, you can now leverage technology to proactively identify trends and share insights with your team -- saving everyone time.

    If you’re curious to learn more about what we’re working on, pay us a visit at Dreamforce. We’ll be showing off our support and sales specific products, and also giving a few talks on the future of AI for client facing teams.

    The Great Big List of Small Business Resources https://www.dialpad.com/blog/the-great-big-list-of-small-business-resources/ Wed, 02 May 2018 21:16:00 -0700 https://www.dialpad.com/blog/the-great-big-list-of-small-business-resources/ With National Small Business Week officially underway, we thought we’d take this opportunity to thank and celebrate our many small business customers by gathering our top business resources for entrepreneurs, freelancers, small business owners, or those involved in reselling.

    Whether you’re just starting out or have been at it for a while, properly navigating your early years as a business is critical to future growth and success. Here are our favorite resources to help you cut through the noise!

    How-To Guides and Required Reading

    If you’re relatively newer to your business venture, online how-to guides are a great resource to help you get started with customer acquisition, marketing, legal and more. A quick Google search will find you pretty much anything you’re looking for, but this is where we'd recommend starting!




    *Okay these aren't exactly reading but sometimes it’s hard to find the time, you know?

    Best small business tools with free trials

    When you’re ready to start investing in business tools but money is tight, free trials are a great way to find out what works and what doesn’t. Cloud-based subscription services tend to offer the longest risk-free trials. Some of our favorites include:


    What: Website hosting and Ecommerce platform

    Why: Easy to build websites and integrations.


    What: Website hosting and Ecommerce platform

    Why: Easy to build websites and integrations.


    What: Email and Marketing Automation

    Why: Easy to use templates and analytics for even the most novice marketer.


    What: Project management tool

    Why: Helps you easily keep track of and prioritize projects as your team expands.


    What: Collaboration tool

    Why: Keeps your team connected across different offices and geographies.


    What: Voice, video, messaging platform

    Why: Allows you to work from any device, anywhere and includes a ton of integrations with other business critical tools like Gmail and O365. You get a dedicated phone number for your business, making your company look more professional than giving out your personal cell.

    Dialpad Meetings

    What: Conferencing tool

    Why: Free and there’s no desktop application download required, even for first time users.


    What: Social media management platform

    Why: Makes community management a snap

    Tool Review Sites

    If free trials aren’t really your style or you can’t find one for the specific tool you’re researching, another great way to make an evaluation is to consult review sites. These communities are where you’ll get the most candid feedback from users who’ve actually used the full paid version of the tool in question. We recommend:

    Startup Support Communities

    Speaking of communities, it’s hard being a small business owner! From late nights at the office, to being the CEO, CMO and HR exec all in one, driving your small business forward can often feel lonely. But it doesn't have to be! There are a variety of online and offline communities that offer support, advice and a little camaraderie when you need it. Check these out:



    There you have it! We hope you enjoy the resources on this list and share it with other entrepreneurs in your network. If you have any other favorite books, tools or communities you’d recommend, feel free to share them in the comments below!

    The top 3 takeaways From Dreamforce 2017 https://www.dialpad.com/blog/top-takeaways-dreamforce-2017/ Mon, 13 Nov 2017 17:54:00 -0800 https://www.dialpad.com/blog/top-takeaways-dreamforce-2017/ So you made it through Dreamforce. You came, you saw, you blazed your trail with Astro and Codey, you danced your face off with Alicia and Lenny. Now it’s Monday, you’re back in the office, and you’re having trouble crystallizing everything you learned. Don’t worry—our team compiled the top three Dreamforce 2017 takeaways to help you shake the post-conference fog.

    1. Customer personalization is key

    If you attended Marc Benioff’s keynote on the first evening of Dreamforce, you’ll recall his rapid-fire announcements of new products including myTrailhead, myEinstein, and myLightning. The products were nearly identical to their my-less predecessors from a technology standpoint, yet customers reacted with rabid enthusiasm over one key difference: the ability to customize everything from content to color scheme.

    Later, when Salesforce leaders presented customer case studies for Adidas and 21st Century Fox, the personalization theme continued when each one dressed respectively in head-to-toe Adidas and Oscar-night garb. It even seeped into the Welcome Jamboree, when instead of having a traditional musical act, Salesforce gave customers the opportunity to sing with a karaoke band and put their own spin on songs. All of these details contributed to a uniquely tailored event that left attendees feeling truly part of the Salesforce “Ohana.” In an age where so much value is placed on customer experience, the trend of hyper-personalizing customer engagement is only getting bigger, and customers are eating it up.

    2. Equality Is everyone’s responsibility

    On day two of Dreamforce, attendees shared rare air with the former First Lady of the United States, Michelle Obama. Her message to the audience was simple: We all need to do better job of bringing more diverse voices to the table. Day three’s Equality Summit, which featured big name actors and activists such as Taraji P. Henson and Sarah McBride, doubled down on this directive.

    The tech world, despite its home in the liberal, kale-eating bastion of California’s Bay Area, has always been a boys club—and that’s just not good enough anymore. It’s up to each of us to speak up when we see inequality in the workplace, whether that’s standing up for women’s pay equality, providing access to more professional education and leadership opportunities to people of color, or simply asking a coworker what their preferred gender pronoun is. Each of these small acts fosters a more diverse and inclusive workplace, and ensures tech is a force for good. After all, in the words of Mrs. Obama, “[What good is it for] us to walk through the doors of success if we’re not reaching back and pulling everyone through with us?”

    3. The cloud is here to stay, baby

    Perhaps the biggest, most exciting announcement of the entire event was the Salesforce-Google team-up. From the Google Analytics 360 integration to the free year of G Suite offered to all Salesforce customers, the partnership is undeniable recognition of the cloud’s maturity and its ability to not only only facilitate, but actively drive, the future of work. Today’s businesses have spoken. They want greater accessibility, scalability, speed, and collaboration than any on-premise solution can adequately provide. We know this first hand because we hear it from our customers and prospects every day. And we have to say, as the only business communications platform built on the Google Cloud Platform, it feels pretty good to be part of that revolution.

    Of course, there were so many other great highlights of Dreamforce 2017, and we’d love to hear from you what your big takeaways were. In the meantime, if you want to know more about how we’re powering business communications in the cloud, reach out to us today.

    Qubit's Head of IT on how to help employees be productive from anywhere https://www.dialpad.com/blog/it-visionary-spotlight-kyle-eve-from-qubit/ Thu, 16 Mar 2017 01:04:00 -0700 https://www.dialpad.com/blog/it-visionary-spotlight-kyle-eve-from-qubit/ IT visionaries are shaking up the modern business world by embracing the Anywhere Worker culture and challenging long-held concepts like the 9-to-5, legacy IT hardware and fixed-location workplaces. For more IT leadership insight, check out our new book: Move Into the Modern Age : Ditch the 9-to-5.

    A digital experience platform for the modern web, Qubit was founded by four ex-Googlers who understood the value of a dynamic work culture. Today, the company’s 300 employees, working in offices across the U.K., the U.S., Pakistan, France, and Germany, can connect and collaborate with each other easily thanks to their IT staff’s forward-thinking adoption of cloud-first collaboration software. We sat down with Kyle Eve (Head of IT, Qubit) to explore his perspective on the traditional 9-to-5, the work from anywhere movement and how flexibility drives productivity.

    1. Do you believe the work-from-anywhere movement is changing the 9-to-5 workday?

    Yes, I believe the 9-5 workday has definitely evolved over the last 25 years and it’s reflected in the way our own workplace operates. Here at Qubit’s headquarters, we have a culture where you’re free to sit and work from anywhere in the office. This really encourages people to intermingle, so different teams are constantly communicating with each other, even if they aren’t necessarily on the same projects. People gain a deeper understanding of how other teams operate, creating a stronger culture of collaboration.

    To help create this type of workplace, we’re not limiting people to specific locations or specific times. If people are able to work remotely, they don’t necessarily have to stick to that 9-to-5 status quo.

    2. Do you believe cloud tools like Google Workspace, Salesforce and Dialpad impact productivity and drive modern workers to change their schedules?

    Because our founders came from Google, they already had an existing mindset about enabling people to choose their own best schedule for productivity. When they first founded the company in 2010, they were determined to bring that Google environment to Qubit. As a result, we have a very flexible work culture, in terms of both enabling people to work remotely and also allowing people to dictate the exact work style that’s best for them.

    We’ve instilled a work-from-anywhere culture here at Qubit that resonates with our employees. A significant portion of our workforce is remote, so we use our IT infrastructure to bridge the gap between remote and local employees. By choosing the right cloud-based tools, we’re able to ensure that no matter where you are, you have the tools necessary to be productive.

    Our ultimate goal is flexibility. We don’t want to chain people to legacy hardware or a restrictive environment. Instead, we’re focused on enabling people to connect and collaborate from anywhere.
    — Kyle Eve, Head of IT at Qubit

    3. Does enabling your employees to work from anywhere and at any time influence your it decisions? If so, how?

    Our ultimate goal is flexibility. We don’t want to chain people to legacy hardware or a restrictive environment. Instead, we’re focused on enabling people to connect and collaborate from anywhere.

    An example of this is our new hot-desking environment. Our employees are no longer assigned a specific office desk when they come onboard. They have the freedom to choose any desk when they come to work every day.

    Our CEO was the one who first championed this initiative. The premise was simple—our entire infrastructure is cloud-based. As such, it no longer made sense to tie down employees to a specific desk or a specific mode of work.

    We’re able to support this work-from-anywhere culture because of the pure-cloud IT stack we’ve built. Now, 100% of our employees are free to be productive no matter where they go.

    4. What technologies do you consider essential for enabling anywhere, anytime work?

    Here at Qubit, we use Google Workspace, Salesforce, and Dialpad. These tools are incredibly essential to our daily activities.

    One of our most recent updates was switching to Dialpad's cloud phone system, and it’s been able to deeply integrate with Google Workspace and Salesforce. Before, when it came to legacy technology, we’d struggle with provisioning users, upgrading systems, and managing on-premise infrastructure. Now, since we’re able to connect all our essential tools in the cloud, it makes it much easier from an IT standpoint to manage and consolidate these systems.

    As Kyle notes, the pure-cloud stack makes it possible for employees to collaborate on documents, update company-wide systems in real-time, and stay deeply connected no matter where they are in the world. Motivated to help their organizations reach new heights of creativity, productivity, and efficiency, IT leaders like Kyle have increasingly opted to equip their organizations with tools specifically designed to empower the modern remote workforce.

    IT Visionary Spotlight: Brandon Oliver, Director of IT at HUGE https://www.dialpad.com/blog/it-visionary-spotlight-brandon-oliver-from-huge/ Tue, 31 Jan 2017 21:46:00 -0800 https://www.dialpad.com/blog/it-visionary-spotlight-brandon-oliver-from-huge/ Huge is an experience agency that delivers transformational work for the world’s most ambitious brands, including Google, Nike, and American Express. With employees located around the globe, the agency needed a modern IT strategy to connect its anywhere creatives. We sat down with Director of IT Brandon Oliver to explore his approach to building a cloud- first anywhere IT stack for over 1500 users distributed across 15 offices.


    Our goal is to deploy tools that empower our users to work from anywhere, on any device. We want to free employees from physical hardware, listen to their technology needs, and enable them to get work done as efficiently as possible—whether they’re here at HQ or working remotely.

    My IT team consists of 20 people worldwide, based out of New York, Brazil, and Europe. Our strategy is hyper-focused on the user experience. When implementing new technology here at Huge, we look at return on investment, cost savings, and the ability to quickly ramp up users around the world.

    Our goal is to empower users to work from anywhere.

    We aim to bridge the gap between IT and the end user with tools that meet the expectations of our creatives. They’re always on the move, meeting with clients, and collaborating from various offices. The role of IT is to deploy platforms that enable a seamless flow of communication and productivity—no matter where work takes them.


    Our technology strategy and our enablement of the user revolves around removing friction wherever possible. We strive to advocate for them, to deploy tools that free them to communicate effortlessly from anywhere.

    There are several challenges that go along with this mission. Every user has a different view on what they like to use and what tools they've used in the past. The key is understanding critical workflows, looking at their needs, and supporting them with the right technologies.

    By leveraging the cloud, we’re able to design an anywhere IT stack.

    A user really just wants to work. It's our job to bridge IT gaps so they can create work faster. Enabling a creative culture from a technology perspective can be difficult. We have people that come from strong consumer technology backgrounds, and we need to figure out how to translate that mentality into safe, secure computing platforms. Cloud tools like Dialpad and G Suite help make this possible.


    All of our technologies, whether it be instant messaging, group chat, or online meetings, enable people to be always on, to respond to requests from anywhere in the world.

    Building a connected culture requires a strong methodology and understanding of our user base: how they communicate, why they communicate, and the tools they're accustomed to using. Meshing those solutions together and providing a cohesive IT ecosystem is critical. By leveraging cloud-based collaboration software, we’re able to build an anywhere IT stack that accomplishes this.


    As a global design agency, we rely on a number of technologies to make it easy for our creatives to connect and collaborate. From business text messaging, to voice calls, to file-sharing and virtual meetings—every business tool in our IT stack is built for scalability. As a result, we rely heavily on pure-cloud platforms like DropBox, Dialpad, and Google Workspace.

    Dialpad’s new and improved iOS App https://www.dialpad.com/blog/new-and-improved-uberconference-for-ios-app/ Mon, 02 Apr 2018 17:05:00 -0700 https://www.dialpad.com/blog/new-and-improved-uberconference-for-ios-app/ Collaboration with distributed teams can be challenging. At Dialpad, we want to help close that distance gap and make everyone feel like they’re in the same room, whether they’re joining a meeting from across town, or from the other side of the world. That’s why we’re excited to share our new and improved Dialpad Meetings (formerly known as UberConference) iOS app. The new app lets you join conferences using HD calling, which offers crystal clear audio, as well as a more seamless experience overall.

    But that’s not all we did. We also refreshed the visual design with easy navigation, introduced iPad compatibility (iPads will always use HD calling) and updated a few other features including:

    - Bottom bar navigation to simplify the user experience
    - Easy access to conference calls already in progress
    - The addition of Microsoft 365 sign-up and login (along with Google Workspace and email/password, which were already supported)

    With this update, you don’t have to worry about using carrier minutes to make voice calls.

    Another bonus? There’s also no setup required—just tap Start Conference, choose HD Call, and we’ll take it from there. Of course, for those times when you don’t have a strong WiFi or LTE connection, carrier is always available as a fallback.

    We’ve also taken this opportunity to make significant under-the-hood updates to the Dialpad iOS app, which should improve overall reliability and help us deliver new features in the future.

    Meet the Dialpad + Domo integration https://www.dialpad.com/blog/dialpad-domo-are-better-together/ Wed, 14 Mar 2018 15:00:00 -0700 https://www.dialpad.com/blog/dialpad-domo-are-better-together/ When we were first asked to speak about our experience using Domo in everyday business, my first reaction was “how don’t we use Domo?” Seriously. Dialpad has embraced Domo across every department, from marketing and telephony to engineering and support. We’re a fast moving cloud business in an even faster moving space and it’s critical for us to have the right data behind every business decision. More to the point, it’s critical that we’re able to visualize and manipulate that data in meaningful ways so that we can take action on it.

    This couldn’t be more true for our sales team, who spends most of their day on the phone speaking with customers and prospects about how to modernize their business communications platform. Sales call reporting is crucial for this group of folks—they need to know right away where sales are coming from, what activities are closing deals, and what best practices they can share with the broader team in order to optimize call behavior. Then it occurred to us that practically every sales organization everywhere experiences this same need. Being the nimble team that we are, we thought we’d engineer an integration to do something about it!

    Today we’re introducing a new two-part integration with our friends at Domo, the Domo Connector and the Domo QuickStart App, that will allow customers to easily understand and mine actionable insights from their call analytics inside Domo. Using the Domo Connector API, users will be able to pull 90-days worth of Dialpad analytics straight into Domo with the click of a button.

    From there they’ll be able to turn on the Dialpad QuickStart App to visualize the analytics within a series of preset, ready-to-go Domo cards so you can get straight to the good stuff! These cards will include insights like average handle time, call quality, leaderboards, and more, and will be shareable across your sales team to keep reps both accountable and informed on performance.

    Check out the link below to learn more.

    Building a better customer experience in the cloud https://www.dialpad.com/blog/building-better-customer-experience-with-call-centers/ Wed, 07 Mar 2018 16:58:00 -0800 https://www.dialpad.com/blog/building-better-customer-experience-with-call-centers/ In 2018, the importance of delivering a top quality customer experience cannot be overstated. Recent research from Gartner, Walker, and McKinsey has repeatedly shown that a majority of consumers are making purchasing decisions based on how they feel they’re being treated as individuals.

    It’s not about the product or even about price; it’s about the service they receive each time they come into contact with your business. Those that are delivering on these rising customer expectations are becoming beloved brands, while those that aren’t are quickly falling out of relevance. This new dynamic poses a significant threat to businesses that have never invested in or been able to afford traditional contact center software on top of their existing communications platform. But with the introduction of Dialpad Ai Contact Center, our customers now have one platform for all their business communications needs.

    Dialpad Ai Contact Center is a beautifully designed and intuitive solution that will provide contact center agents and reps the easy-to-use features they need to drive sales and improve the customer experience. Just like Dialpad's unified communications platform, our virtual call center solution is built entirely on the Google Cloud Platform guaranteeing Enterprise customers a 100% uptime SLA and the flexibility to scale up and down with business needs. It also integrates with CRM platforms like Zendesk and Salesforce, ensuring better collaboration and higher productivity among employees.

    Take advantage of features such as:

    • Intuitive, customizable controls that allow agents to view customer contact history through one platform view and quickly address questions or concerns.
    • Intelligent call routing and call queuing that quickly connects callers with the appropriate agent.
    • In-depth contact center analytics to give agents a complete, real-time view of the customer they are speaking to.
    • Real-time alerts to notify contact center managers of key metrics like wait times, average speed to answer, and average handle time.
    • Live coaching tools that allow supervisors to listen in and message agents with tips and best practices for handling escalated situations.

    Dialpad Ai Contact Center makes it possible for businesses to service customers like never before, putting a better on-the-phone and digital customer experience well within reach when combined with all the great features you know and love from Dialpad. Whether resolving customer issues in contact centers, setting up a PIN-free sales call in Dialpad, or making notes to customer profiles in your favorite CRM, we’ve made it easier for you to focus on what's most important — fostering customer loyalty and business growth.

    Introducing Dialpad for Google Hangouts Chat https://www.dialpad.com/blog/dialpad-for-google-hangouts-chat/ Wed, 28 Feb 2018 17:00:00 -0800 https://www.dialpad.com/blog/dialpad-for-google-hangouts-chat/ Since co-founding Dialpad in 2011, our team has held the core belief that you shouldn’t have to master a ton of technologies in order to have focused and productive workdays. In the last six months alone we’ve announced an Add-On for Gmail and partnerships with Okta and Zendesk to make Dialpad a seamless part of the way you already work and collaborate. I’m happy to write that we’re continuing that effort today with yet another new integration with our friends over at Google Cloud.

    Effective immediately, you’ll be able to place calls and initiate conferences directly within the Hangouts Chat mobile and browser apps. You'll also be able to text, share conference call info and toggle Do Not Disturb and On Duty status for a completely seamless experience. We’re excited about this development not only because of its capacity to make team communication easier and more efficient but also because it has potential to bring teams together in a more meaningful and personal way.

    Just think of all the times you’ve ever messaged with a coworker and spent minutes trying to explain something that could've been communicated in seconds on a call. Or the times you’ve misread humor or urgency because it “didn’t translate” via written text. Our integration solves that in a matter of clicks so you can get back to concentrating on the things that really matter without the interruption of looking for your cell or dialing out on a desk phone.

    As always, it’s an honor to be chosen by the G Suite team as one of a select group of ISVs who are provided early access to the Hangouts Chat Developer Preview. As our services continue to grow together in the future, we plan to take even greater advantage of Google’s artificial intelligence (AI) and machine learning (ML) capabilities to provide companies of all sizes a more tightly integrated business communications experience.

    Dialpad for Android adds HD calling https://www.dialpad.com/blog/uberconference-for-android-adds-hd-calling/ Mon, 12 Feb 2018 21:42:00 -0800 https://www.dialpad.com/blog/uberconference-for-android-adds-hd-calling/ To make it even easier for you to meet and collaborate from anywhere, a few months ago we added HD calling to our Android app for Dialpad Meetings (formerly known as UberConference). We’ve had the option to place HD calls in all our Dialpad apps for some time, so we wanted to bring the same simple, yet powerful experience to Dialpad users, too. We did this without much fanfare, as we wanted to make sure the experience was seamless and effective, and we’re excited about the positive feedback we’ve received so far.

    With this update, you’ll be able to join a video meeting and enjoy HD-quality audio from your Android smartphone or tablet. All you need is a stable WiFi or LTE/3G/4G connection, and the latest version of the Dialpad app for Android.

    By taking advantage of this HD calling option, you can avoid using minutes from your mobile operator's voice calling plan. HD calling also provides a richer sounding audio experience—almost as if you and the other participants are actually in the same room. Lastly, in keeping with our commitment to making virtual meetings and collaboration simpler, the new HD calling option requires no setup. Simply choose the way you want to join the meeting, and we’ll handle the rest.

    By the way, you’ll be able to decide whether you want to use HD calling or dial-in via your mobile network each time you join a conference call. You can select HD calling each time you join your own conference or if you’re a participant in someone else’s, as seen below.

    For those times when your data connection isn’t strong enough or fast enough, the dial-in feature works just as it always has in the past.

    How Dialpad secures our enterprise communications perimeter https://www.dialpad.com/blog/how-dialpad-secures-enterprise-communications-okta/ Mon, 23 Oct 2017 16:58:00 -0700 https://www.dialpad.com/blog/how-dialpad-secures-enterprise-communications-okta/ Here at Dialpad we don’t just partner with companies. We like to use their solutions too. That’s why Dialpad has deployed and integrated Okta, the leading independent provider of identity for the enterprise.

    By doing this, we’re enabling simple and secure access to Dialpad through the Okta Integration Network. And with this integration, Dialpad customers, partners and employees can all access their information using a cloud-first, mobile security perimeter, giving greater ease and simplicity to the anywhere worker.

    The addition of Okta to our partner group mirrors our use of it here at Dialpad for the past few months. Back in August, we took part in Oktane 2017 in Las Vegas and got to really know the Okta team. Spending the kind of time with them that we did, convinced us that their approach to identity management was right in line with our strategy of making communications simplified.

    We chose Okta as a result of the explosion in the number of services that cloud computing has brought about. One of the many unforeseen challenges that have arisen in this era of pure cloud business operations is the securing of personal and corporate information. It has also raised some concerns about what passes for adequate security protocols and protections.

    With Okta we appreciated their agnostic approach to mobility in securing the organization’s devices that access its critical information and services. We realized that accomplishing this involved much more than just protecting sensitive data with a VPN, and minimizing risk by firewall management. IT management protocols now have to emulate dynamic ecosystem controls. That means it needs to come complete with heightened visibility into both network and cloud application authentication and securing identities is critical.

    By participating in the Okta Integration Network, we now have a single sign-on experience for the entire company’s suite of cloud communications applications that works on all devices using Okta’s support of the Security Assertion Markup Language (SAML), an enterprise-grade security framework. Okta’s use of SAML provides a seamless SSO experience to a wide range of enterprise applications, including Dialpad, Salesforce, Google’s G Suite, Microsoft’s Office365, and many more.

    For Dialpad and Okta customers, this means they are able to use the Okta Identity Cloud to quickly and securely access all versions of Dialpad’s applications deployed on MacOS and Windows, as well as with Dialpad’s mobile apps for iOS and Android. Our customers’ employees now enjoy a much better user experience, and have less frustration, because they can stop having to remember another password, and can seamlessly access our applications from anywhere and anytime.

    We’re delighted to be a part of Okta’s family, and also thrilled to have them as part of ours!

    Dialpad July & August product update - Current status: Working from anywhere https://www.dialpad.com/blog/july-august-product-update/ Tue, 08 Aug 2017 19:32:00 -0700 https://www.dialpad.com/blog/july-august-product-update/ At Dialpad, we release new features every week to make working from anywhere even better. Vacation in Spain? A conference in Dubai? Or just working from your sofa? Keep your coworkers in the know with custom status updates. Stay in touch with leads and customers using our new Salesforce for Dialpad Android and iOS integrations. Plus, open Dialpad in Chrome, no downloads required.

    Read about these enhancements and more in our summer product update. Remember, you can always take a look at our weekly release notes for more details.

    Custom status updates

    Dialpad lets you know if your peers are on a call, in a meeting, or on do not disturb. And now, employees can add custom info to their status like “Out of Office, back Tuesday”, or “Working from HQ” to provide more details.

    Dialpad Tip: Use Command + Control + Space (on Mac OS 10.9+) or the Touch Keyboard (on Windows 8+) to add emojis to your messages and status updates.

    Salesforce1 for Dialpad on iOS and Android

    Sales teams are some of our biggest mobile users, so we’re excited to announce our new Salesforce1 integration, including:

    • Make Dialpad calls from Salesforce1
    • View Salesforce info in Dialpad on iOS and Android
    • Takes notes and launch Salesforce1 from iOS and Android

    Note: our Salesforce integration is available on Pro plans and above. View pricing.

    New Dialpad guides

    Need some help on-boarding employees to Dialpad? Check out our helpful guides on inviting your team, making your first call, or recording your voicemail.

    Open Dialpad in your browser:

    Dialpad desktop and web apps are the most convenient options for your everyday computer. But sometimes, when you’re on the go, you need to use a shared workspace. Now, you’re able to open Dialpad and place calls directly in your Chrome browser—no downloads required.

    Mute group messages

    Dialpad’s instant messaging is super useful for collaboration, sharing ideas, and general workplace bonding. But sometimes, you need quiet time to focus. Toggle group notifications on and off, so you can decide when and how you want to engage.

    Do-not-disturb banner

    Do not disturb is an awesome feature that blocks message notifications and phone calls during important meetings. But, sometimes people forget to turn it off and accidentally block incoming phone calls. We’ve now made it much more obvious when do not disturb is on, so you won’t forget.

    Enjoy your summer of working from anywhere!

    These updates have been released in July and are all live in Dialpad. Love Dialpad? Give us a friendly review on G2 Crowd.

    Wish you had all these great features, but not a Dialpad customer yet?

    Dialpad + Dialpad Meetings April product update https://www.dialpad.com/blog/april-product-update-dialpad-uberconference/ Wed, 12 Apr 2017 17:54:00 -0700 https://www.dialpad.com/blog/april-product-update-dialpad-uberconference/ Happy spring! We’re excited to announce more productivity tools for employees—including OneDrive integration, call queues transferring, and advanced Department Analytics. Plus, enjoy our refreshed mobile interface that includes handy features like relay number notifications. Lastly, we’ve expanded our Admin API to include office moves, making enterprise admins lives’ easier.

    Collaborate seamlessly with OneDrive for Dialpad

    Collaborate on shared documents with ease. Dialpad now offers a OneDrive integration which shows shared documents in the contact profile!

    A new look and feel for mobile

    Updated mobile design

    A major benefit of using Dialpad is that we release product updates frequently (in fact, every week). This means, unlike traditional enterprise apps, our design is always fresh and consumer-friendly.

    Easier-to-understand relay numbers

    Relay numbers are a powerful tool that enable employees to save money on international calls and place carrier calls using their business phone number. Carrier calls are placed to an in-country phone number, which routes calls through Dialpad to display Dialpad’s caller ID. Since it’s a domestic number, employees avoid any expensive mobile long-distance rates—the long distance portion is automatically billed through Dialpad at our low international rates.

    To help users’ better understand this valuable feature, we’ve included help text when they place their first call to a relay number (when using iOS). On Android, we show a dialog box over the call that indicates who you're calling.

    More control over call routing

    Advanced department and call queue analytics

    Get deeper insights into how your teams use Dialpad. Departments and Call Queues now offer a fine-tuning filter that enables you to look at all calls within a department or calls from a specific department phone number.

    Transfer to call queues

    Employees love how easy it is to transfer calls visually in Dialpad. We’ve expanded our transfer tool to include Call Queues, so callers can easily transfer to your sales queue, support queue, or any other Call Queue your organization has set up.

    Auto call recording on main line

    Monitor call quality and keep track of important records with call recording. We’ve extended this Pro and Enterprise feature to include the company main line, as well as departments and Call Queues.

    New admin API call for fast office moves (Enterprise plans only)

    For enterprise accounts seeking to create custom integrations and manage bulk updates, we provide access to our Admin API. We’ve now added the ability to bulk move users across offices.

    Stay up-to-date with our latest releases

    All these changes are currently live in the latest versions of Dialpad (upgrades are pushed directly to your users, so no work is required from admins!). And because we're built on a pure-cloud platform, you can expect new features and updates every week. Want to stay in the loop? Be sure to check out our weekly release notes.

    Dialpad March product update https://www.dialpad.com/blog/march-product-update-dialpad-uberconference/ Mon, 13 Mar 2017 16:26:00 -0700 https://www.dialpad.com/blog/march-product-update-dialpad-uberconference/ What’s new from Dialpad for the anywhere worker?

    Here at Dialpad, we engineer innovative apps and cloud technology instead of desk phones and hardware. This means we’re able to release new features to our customers every week, unlike the typical monthly and yearly cycles found in traditional telecom.

    You can always browse our What’s New weekly release notes to view feature updates. And today, we’re also pleased to kick off a new monthly product updates roundup to give you an overview of our latest innovations.

    March features some great enhancements for sales reps and admins, plus bonuses to make the end user experience even easier and more enjoyable.

    Stay connected with customers

    Stay at the forefront of customer communications with improved Dialpad Meetings Salesforce tracking, enhanced name display, and advanced missed call routing.

    Dialpad Meetings + Salesforce tracking

    Keen to see how many conference calls your reps are booking? Now you can with Salesforce automatic activity logging from Dialpad Meetings.

    See who’s calling, even if they’re not in your contact list

    Don’t get caught off guard with an important lead or customer. We now provide enhanced name display which attempts to match and retrieve names for numbers not in your contact list.

    Missed call routing for a better customer experience

    Couldn’t make it to the phone in time? Forward calls to a team member or department with custom ring durations and advanced missed call controls.

    Work from anywhere

    Leveraging the newest Android and iPhone features, you can now receive HD calls through your native iPhone dialer, use Android shortcuts, and answer Dialpad messages through Android Auto.

    Ring those iPhones with CallKit

    HD calls (made over data) received through iPhone and iPad previously looked like notifications. Using Apple’s newly released CallKit, Dialpad calls will now be received natively through your phone dialer (iOS 10 only).

    Stay connected on the go with Android Auto and Android Shortcuts

    Dialpad and Android help you be efficient on the go. Android Auto connects android phones to the most popular driving systems, and now you can use messaging features with voice commands for safer driving. Plus, use shortcuts to long press on the Dialpad app to quickly place a new call or dial recent contacts (Android 7.1 or higher).

    Connecting your company

    We all know collaboration is key to innovation and productivity. Dialpad is now even more collaborative with shared admin and analytics features, plus instant messaging for bigger teams.

    Share admin and analytics responsibilities

    We no longer live in a centralized world. Share analytics and admin work with our new enhanced role functions. Provide permissions to view company analytics and manage users at a regional level.

    Messaging just got bigger

    Employees love messaging with Dialpad. Now collaborate with bigger groups up to 25 instant messaging participants. (Note - Messages that include a phone number are considered SMS messages, and still have a max of 10 participants based on carrier rules).

    Happy calling and messaging!

    These updates have been released in February and are all live in Dialpad. Love Dialpad? Give us a friendly review on G2 Crowd.

    Wish you had all these great features, but not a Dialpad customer yet?

    From LA to Tokyo: Dialpad + the mobile worker https://www.dialpad.com/blog/dialpad-and-the-mobile-worker/ Thu, 23 Feb 2017 18:56:00 -0800 https://www.dialpad.com/blog/dialpad-and-the-mobile-worker/ This post was originally published in March 2016. It has been updated for accuracy.

    At Dialpad we believe that work is a thing you do, not a place you go. And we're not alone. Companies all across the globe are ditching the 9-to-5 workday and opting for a solution that boosts productivity, reduces overhead costs, and offers their team the flexibility they crave.

    That's where Dialpad steps in. Our cloud-based platform gives your team the freedom to get work done from anywhere in the world—boosting their productivity, creativity, and overall happiness.

    Today we're expanding on our mission to #killthedeskphone by offering mobile VoIP service, MMS & Group Messaging, and a new Android mobile app.

    Call from the cloud with mobile VoIP

    You can now enjoy the option of choosing between two mobile networks—making calls over VoIP (Voice over Internet Protocol) or over the carrier network. There are a number of situations where making VoIP calls can come in handy, including when you’re trying to:

    - Make calls in weak cell locations
    - Bypass carrier minute charges
    - Eliminate international calling rates

    A picture and 1,000 words: MMS & group messaging

    In addition to business text messaging and instant messaging, we've expanded our messaging feature to include MMS and group messaging. Now share images and videos between team members, departments, and customers.

    Plus with presence status your team can instantly know who's available at any given time. Messaging features are completely free as part of your Dialpad account. Standard mobile carrier fees may apply.

    A new look: Dialpad for Android

    Say hello to your new Android app. Not only have we given our app a bit of a facelift, but we've introduced a ton of new features with the redesign like:

    - Quick-touch menu for calls, messages, and contacts
    - Streamlined active call views
    - One tap call from Search

    These options and more are currently available for your Android app from the Play Store.

    Customer Insight Straight from the Cloud: Dialpad UberConference + Salesforce https://www.dialpad.com/blog/customer-insight-straight-from-the-cloud/ Wed, 18 Jan 2017 20:32:00 -0800 https://www.dialpad.com/blog/customer-insight-straight-from-the-cloud/ This post was originally published in October 2015. It has been updated for accuracy.

    When it comes to sales, one rule always rings true no matter the product, service, or trade: make sure you know your customer.

    After all, nobody wants to buy a product or service from a Company that hasn't even done the most basic research about their prospect's needs.

    Yet according to a poll by Forrester Research, 64% of senior executives believe that the sales person doesn't know enough about their buyer's business to bring any value to a meeting.

    Even worse? Only 25% of them are prepared to take a second meeting.

    Dialpad UberConference + Salesforce

    Close deals from San Francisco, Chicago, or Singapore. With Dialpad UberConference and Salesforce, your team can connect, manage, and nurture Contacts and Leads from anywhere in the world.

    With the Dialpad UberConference + Salesforce integration, your sales team can schedule conferences straight from Salesforce, pull up a Contact/Lead's profile on an active call, and automatically log your conference activity.

    Automatic Activity Logging

    Give your team the tools they need to close more deals and solve more cases - right from Dialpad UberConference. With automatic activity logging your agents and reps save hours of manual data entry.

    Both scheduled and completed calls will automatically be logged as Tasks in Salesforce. Plus, each activity logs important call details like attendees, transcripts, and even conference recordings.

    Stay Prepared with In-Conference Social Profiles

    Never get caught off guard again. In-conference social profiles keeps your team up to date on their client's latest activity.

    And now with the Salesforce integration, your team can view pertinent info on their Salesforce Contacts or Leads right within their active conference.

    Schedule a Conference with Salesforce

    Available on the AppExchange, the Dialpad UberConference App for Salesforce gives teams an alternative way to connect Dialpad UberConference + Salesforce.

    The app allows teams to schedule events and create conferences right within Salesforce, without having to juggle between two platforms or multiple windows.

    At Dialpad UberConference we're on a mission to simplify the conference call, empowering teams to work from anywhere. With integrations like Salesforce and Hubspot your team can spend more time with customers and less time with data entry.

    Gain actionable insights with Dialpad Analytics https://www.dialpad.com/blog/dialpad-analytics-provide-actionable-insights/ Tue, 05 Apr 2016 17:11:00 -0700 https://www.dialpad.com/blog/dialpad-analytics-provide-actionable-insights/ Access to actionable insights is essential when managing a global, mobile, and distributed modern workforce. This requires a new set of analytics that reflect how workers are communicating, enabling organizations to precisely understand employee engagement anywhere in the world.

    At Dialpad, we understand that knowledge is power. So we’re pleased to announce Dialpad's call analytics, a new feature that delivers remarkable insights for both administrators and users.

    Dialpad's analytics work out-of-the-box, providing administrators with powerful analytics on voice and messaging usage by person, department, or location. At the same time, employees gain a simple, visual way to view their own communication patterns to better manage their workday. All users, administrators, and end-users have access to the following features:

    • General productivity information, such as calls and minutes of use by user, departments, or offices
    • Calling patterns by office to gauge relative productivity and performance
    • Vital sales and support information, such as missed calls and the number of voicemails received, to assess sales and support efficiency

    Here’s how it all works:

    Top Filter Section: Displays each user's own data. Filter data across the office to include the past 7 days, 30 days, or 3 months.

    Graphical Display: Display the number of received, placed, and total calls plotted over time. Toggle to display total minutes or total messages sent.

    Calling Habits: View the number of internal vs. external calls made to the company, the number of missed calls, the average call length, and the number of unique contacts.

    Additional Admin Reports: Access additional analytics by filtering data for the entire office.

    • Entire Office reports show the average call quality rating across the office
    • Top Users lists allow for further drill-down into specific users and their metrics

    Learn more about Dialpad's analytics and how it helps you finally learn the truth about your business communications.

    5 ways to simplify work with Dialpad https://www.dialpad.com/blog/5-ways-to-simplify-work-with-dialpad/ Fri, 17 Aug 2018 17:25:00 -0700 https://www.dialpad.com/blog/5-ways-to-simplify-work-with-dialpad/ Work doesn't work like it used to. Today, people are more mobile than they’ve ever been. They’re working in multiple applications, on multiple devices. They’re often working from locations outside the office, and collaborating with customers and teammates across the globe.

    On top of this, the average employee uses four to six different software tools for business communications, hindering overall growth and productivity. Between email, instant messaging, business texting, video conferencing and conference calls, people could use a little simplification!

    Here are five ways to cut through the noise and simplify communication with Dialpad.

    1. One-click access to popular business tools

    There’s nothing worse than having too many windows open and struggling to find the right tab to get work done. Luckily, the Dialpad Everywhere mini-app makes productivity a breeze! This compact toolbar always floats on top of the applications you have open, giving you one-click access to call controls and integrations.

    Another bonus? It’s customizable so your favorite workplace communication tools are always at your fingertips.

    2. A smart assistant on every call

    This year we launched Dialpad Ai, our artificial intelligence technology, as a standard feature in every Dialpad product. Think of it as a handy AI sidekick that makes work simpler by taking care of the little details that slow you down on calls.

    Note-taking, real-time voice transcriptions, action item logging, call summaries, you name it and Dialpad Ai handles it automatically.

    3. Flexibility to work whenever, wherever

    Mobility matters! With Dialpad you have the flexibility to make and take business calls from wherever you are. You can also start a call from one device, say your desktop, and flip it seamlessly over to your mobile when you need to run to your next appointment. And did we mention you’ll have access to all of your call logs and chat history, shared documents and virtual meetings from any device and location too?

    4. Integrations, integrations, integrations

    When your business tools work together, great things happen. Information becomes contextualized, you become more productive and work gets so much simpler! Dialpad integrates with Google Workspace, Microsoft 365, Salesforce, Zendesk, Slack, and other popular business apps to take the hassle out of working between multiple tools.

    5. PIN-less conferencing

    That’s right. Your days of entering long meeting PINs are over! With Dialpad Meetings, you’ll be able to enjoy HD quality audio and full call control on both desktop and mobile devices, all without any PINS or any downloads. You can also use our integrations to launch your virtual meeting directly from Dialpad or Google Workspace.

    Your guide to Enterprise Connect Orlando https://www.dialpad.com/blog/your-guide-to-enterprise-connect-orlando/ Fri, 15 Mar 2019 14:33:00 -0700 https://www.dialpad.com/blog/your-guide-to-enterprise-connect-orlando/ March is here which means so is spring, college basketball, and the start of the conference season. While we may not be able to help you pick your bracket, we can help you find your way around all 60+ sessions happening at Enterprise Connect, March 18-20th in Orlando.

    Check out our top picks below to make your time at the show a slam dunk.



    Monday, March 18 | 8:00am - 8:45am

    Panelists: Dan Thompson (Dialpad), Greg Zweig (Ribbon Communications), Doug Wadkins (T-Mobile for Business), Caitlin Clark-Zigmond (Verizon Wireless)

    Get up to speed on enterprise-oriented mobile services, how offerings compare, and what use cases might best.


    Monday, March 18 | 9:00am - 9:45am

    Panelists: Lorrissa Horton (Cisco), Christina Kosmowski (Slack), Lan Ye (Microsoft)

    How do you make sure that Team Collaboration systems will be enterprise-grade and truly production-ready?


    Monday, March 18 | 1:00pm - 1:45pm

    Panelists: David Chavez (Avaya), Dan Thompson (Dialpad), Adam Champy (Google Cloud), Kira Makagon (RingCentral)

    Cloud, artificial intelligence (AI), and Internet of Things (IoT) have made the way we collaborate more efficient and cheaper, but that shouldn't be the end goal.



    Tuesday, March 19 | 12:10pm - 12:30pm

    Speaker: Karishma Kothari (Slack)


    Tuesday, March 19 | 3:30pm - 4:15pm

    Speaker: Venkitesh Subramanian (ServiceNow)



    Wednesday, March 20 | 11:30am - 12:00pm

    Speaker: Rany Ng (Google Cloud)


    Wednesday, March 20 | 2:00pm - 2:45pm

    Panelists: Tom Richards (Cisco), David Danto (Plantronics - Polycom), Robin Zueger (Google), Joan Vandermate (Logitech), Dan Acquafredda (Ricoh)

    AI in the meeting room: The value it brings, the current state of readiness, and what's coming in the future.


    Wednesday, March 20 | 2:00pm - 2:45pm

    Panelists: Matt Diioia (Cigna), Neal Piliavin (HubSpot), Pankaj Patra (Brinker International)

    Enterprise leaders share their unique approaches to communications endpoint decisions.

    Wednesday, March 20 | 3:00pm - 3:45pm

    Panelists: Daniel Hong (Forrester), Taj Singh (Uber)

    Contact Center/Customer Experience thought leaders discuss scaling conversational AI in customer engagement.

    Bonus points

    Swing by booth 2224 in the Expo Hall to meet our team of business communication MVPs. We’ll be giving demos, handing out socks, and helping other IT leaders write plays for smarter collaboration.

    See you there!

    Celebrating International Women's Day https://www.dialpad.com/blog/celebrating-international-womens-day/ Fri, 15 Mar 2019 14:43:00 -0700 https://www.dialpad.com/blog/celebrating-international-womens-day/ Happy International Women’s Day, everyone!

    Enterprise Connect: 3 Days, 2 Sessions, 1 Dialpad https://www.dialpad.com/blog/enterprise-connect-three-days-two-sessions-one-dialpad/ Tue, 26 Mar 2019 08:52:00 -0700 https://www.dialpad.com/blog/enterprise-connect-three-days-two-sessions-one-dialpad/

    This year’s Enterprise Connect was one for the books. From our time networking in the expo hall and sharing our vision for smarter business communications, to the many sessions we attended about cloud technology, collaboration, and the future of work, it was energizing to be surrounded by so much excitement for the future of our industry.

    One of our biggest takeaways from the event was how quickly both technology and the way we work are changing. Enterprise Connect used to be a conference driven largely by hardware, but today the emphasis is on solution mobility, ease of use, and actionable insights and intelligence. AI had a definite presence throughout the show, and we were proud to be the only provider with real-time voice transcription, contact center sentiment analysis, and coaching capabilities. Of course, that wasn’t our only highlight. Here’s a recap of some of our favorites sessions during our time in the sunshine state.

    Mobile Strategies to Eliminate the Desk Phone
    This panel explored why many companies haven’t been able to completely eliminate traditional PBX and desk phones to go mobile. Key takeaways from our discussion included:

    • The need for “dual use” devices. As employees look to consolidate to a single device for both personal and business communication, enterprises must find a way to ensure security and control, without negatively impacting the user experience.
    • Focus on adoption. For most providers (present company excluded) UX and usability remain important areas for growth. Customers will be more likely to embrace mobile if the benefits of a separate app or extra click outweigh the costs. Integrations with productivity apps, call logging tools, and more in real-time can will go a long way toward helping users “see the light.”
    • 5G is going to be BIG. The increased reach, faster speeds, and lower latency of 5G networks will allow providers to create even more compelling mobile experiences, and make them available to more users in more places.

    Communications & Collaboration 2022: Emerging Technologies Realizing Their Promise?
    In this session, leading industry analysts and practitioners offered up a critical examination of how far cloud, AI, and IoT have already progressed, and what the real-world status of these technologies is likely to be by 2022. Panelists discussed adoption trends and obstacles, technology maturity and where technology is largely still hype. Some of the themes we walked away with were:

    • Cloud adoption is not slowing down. The rise of the anywhere worker, ubiquity of bandwidth, and employee desire to integrate communications with other productivity tools have made cloud tools an obvious choice for customers across industries.
    • Greater technology = greater expectations. For better or worse, cloud’s accessibility from anywhere and any device has led many companies to an “always on” working culture. Combined with the efficiencies promised by AI and IoT, employees are now expected to do more with less and spend more time on core competencies versus manual tasks.
    • AI isn’t just a buzzword anymore. From customer service chatbots to AI-assisted contact center agents, AI is now “live,” and while it still isn’t 100%, the business value is undeniable. The panel talked about enabling users to make smarter calls, and serving up real-time recommendations, in-call coaching, and call analytics to get a 360-degree view of the customer to make better business decisions.

    Did any of these sessions make your top list? We’d love to hear what your big takeaways were. In the meantime, if you want to know more about how we’re powering business communications in the cloud, reach out to us today.

    ICYMI: Quarterly product roundup: May 2019 https://www.dialpad.com/blog/icymi-quarterly-product-roundup/ Wed, 01 May 2019 13:48:00 -0700 https://www.dialpad.com/blog/icymi-quarterly-product-roundup/ Call analytics

    We often hear feedback from customers saying that access to actionable analytics is a top priority, so our team has been hard at work on a major update to our call analytics platform. We’ve made it easier than ever to track, analyze and act on your data!

    Here’s a summary of some of the most exciting things you’ll see:

    • Filter and search your calls by sentiment, key moments, or keywords
    • Automatically view call and Dialpad Ai data in one place
    • Jump from analytics to call logs to dive into specific calls
    • Know where and how often key moments occur across your organization, including pricing inquiries or positive sentiment

    Heads up, if you’re not seeing some of these features, make sure you have Dialpad Ai turned on.

    More call routing options with holiday hours

    As a customer, there are few things worse than being bounced around from person to person trying to figure out who can help answer your question or solve your problem. That’s why call routing is a life saver when it comes to improving customer experiences. It’s there to make it easy for folks calling in to land in the right spot for support.

    Our newest holiday hours routing feature allows admins to set routing rules for default holidays and create custom holidays with personalized routing options. What’s a custom holiday? Think company off sites or unexpected office closures.

    Mute hold music in Dialpad Meetings

    Had enough of listening to hold music while waiting for people to join a conference call? We hear you (pun fully intended). The first person to join the call can now opt to “mute” the hold music while waiting for everyone else.

    What’s coming up:

    Here’s a preview of a few of the updates coming your way soon!

    We’re coming for you, London https://www.dialpad.com/blog/dialpad-opens-office-in-london/ Wed, 15 May 2019 10:00:00 -0700 https://www.dialpad.com/blog/dialpad-opens-office-in-london/ So much for the royal baby updates — this week is all about fish-n-chips, double-decker bus tours and making sure global teams can be as connected as possible. That’s because I’m attending UC Expo 2019 in London, joining over 6,000 of the world’s leaders in business communications and collaboration to explore topics like AI for better teamwork, cloud collaboration technology and security.

    But more importantly, we’re also here to announce some of our own news: as of today, Dialpad is officially opening the doors to our London office. This is the first office we’re opening in the EMEA region, and we can’t say enough about the team we’ve already begun building here and the opportunities for growth.

    Specifically, the office will be focused on channel sales to capitalize on the incredible momentum we had in 2018 (289% channel revenue growth and 358% new channel customer growth YoY). Leading the charge as Channel Directors are two of the sharpest minds in the business: Jeremy Slater and Russel Bigg. Joining from Zoom, Jeremy will manage Sales and Indirect Partnerships in London. Russel, who led the channel team and partner ecosystem to 70% growth in 1 year at West Corporation, will build out Dialpad’s EMEA-specific partner program.

    If you happen to be at UC Expo, too, come say “hi” — we’re at booth H124 in the UC Expo hall, and I’m speaking tomorrow (May 15th) at 2:30 pm about AI's role in the future of work. If you’re not here, don’t worry — we’ll raise a pint to all our amazing customers, partners and network friends who have made this expansion a reality.

    Dialpad + Zapier: Apps that play together, slay together https://www.dialpad.com/blog/apps-that-play-together-slay-together-zapier-dialpad/ Wed, 10 Jul 2019 05:00:00 -0700 https://www.dialpad.com/blog/apps-that-play-together-slay-together-zapier-dialpad/ How many repetitive tasks do you think you do in a single day? How about in a month? If the answer is somewhere between “too many” and “if I have to click this button one more time I’m going to lose it” believe us, you’re not alone.

    For many of us, those repetitive tasks are just a part of our jobs: creating new support tickets, logging activities into a CRM, pulling reports on call volumes. No way to get around it.

    Or is there?

    With Zapier, there really can be a light at the end of the tunnel. Repetitive tasks, although important, can be draining not just on your time but your entire org—which can lead to dips in productivity and even worse, team morale.

    Zapier helps automate the day to day, leaving your team with room to breathe, analyze, and think critically about their next step without worrying about creating that next ticket or sending that last email.

    Zap your tasks and get more done

    In a nutshell, Zapier is a tool that connects your existing apps so they can work together. Rather than having to wait on a developer to build an integration between your tools, Zapier does the job for you and even gives you the freedom to set up how the tools speak to one another.

    And the best part? Not only is Zapier completely free, you don’t actually need to know anything about code to use it.

    How does it work?

    Zapier uses zaps to automate your workflows. Zaps happen between Triggers and Actions. So in the case of Dialpad, triggers can be things like:

    Whereas actions can be things like:

    • Create a new ticket in Freshdesk
    • Log to Copper CRM
    • Create spreadsheet row in Google spreadsheet

    For example, let’s say you’re managing a customer support team. You could set up a zap so that every time a contact center agent receives a voicemail, a new ticket is created in Freshdesk.

    Where communication and productivity meet

    Work is easier when your apps talk to each other. If you're a customer on our Pro or Enterprise plan, you'll automatically see Zapier added to your list of integrations under office settings.

    Not a customer but interested in seeing it live in action? Reach out to us below to schedule a demo with our team.

    Dialpad and Potbelly Partner to “take back the lunch break” https://www.dialpad.com/blog/take-back-the-lunch-break/ Tue, 18 Jun 2019 07:30:00 -0700 https://www.dialpad.com/blog/take-back-the-lunch-break/ We launched Dialpad Meetings to provide a unique video conferencing experience. Back then, we believed the conference call was the most boring—and sometimes frustrating—thing in the world to coordinate. The 1-800 toll-free numbers and desk phones, the 10-digit PINs, and 15 different voices trying to talk at once.

    In an effort to make conferencing a more enjoyable experience, our company’s former creative director and co-founder, Alex Cornell, composed and performed a catchy hold song. Dialpad’s “I’m on Hold” has since become a fan favorite and our “calling card,” if you will. That said, it’s been a while since we refreshed our music library and provided our customers with a fun new jam.

    So today, we are pleased to announce our first-ever partnership with Potbelly Sandwich Shop, in honor of “Take Back The Lunch Break Day.” We are excited to introduce a new hold song for our users! By now you know us, and we weren’t about to release some teeny-bopper banger or a calming piece of Muzak. Instead, through the grand vision of Potbelly’s marketing team, we worked with internet sensation, DJ, and “Loop Daddy” Marc Rebillet to develop an original piece of music. And it does not suck.

    In fact, listening to Marc’s song makes me want to schedule more virtual meetings. Just not during lunch.

    Want to experience more of this goodness? Check out the song on YouTube or on SoundCloud, as well as hilarious additional on-hold tracks by Armchair Expert music director Bob Mervak and song-a-day YouTube star Jonathan Mann.

    Like what you hear? Feel free to share on your social channels.

    Getting hungry just thinking about it? First, get that lunch call rescheduled. Then, head to Potbelly for a Buy One, Get One Free sandwich on 6/20-6/21 to “Take Back The Lunch Break.”

    Customer Contact Week: Building great customer experiences in the age of AI https://www.dialpad.com/blog/customer-contact-week-building-great-customer-experiences/ Tue, 02 Jul 2019 05:00:00 -0700 https://www.dialpad.com/blog/customer-contact-week-building-great-customer-experiences/ This year, Dialpad exhibited at Customer Contact Week in Vegas for the first time—and it was an event to remember! CCW is the world’s largest customer contact event, bringing over 2,000 attendees together, 250+ speakers, and 200 sponsors and exhibitors across the customer experience space.

    Although exhibiting companies may have differed in the products and services offered to attendees, one question resonated across the board: how do we create memorable customer experiences?

    Day 1 kicked off with some wonderful insights to answer that question from Nancy Brinker as part of CCWomen—a community for women in customer contact to build relationships, support and inspire one another. Nancy, who built a billion-dollar global network against breast cancer, shared leadership lessons around building a company, strengthening a team, and keeping your team energized. Her presentation was inspiring as were the other workshops throughout the day. I walked away with some great advice, including:

    Be more convenient

    When you offer less friction and more convenience to your customers, they reward you with their money and loyalty. Customers are looking for easier and seamless experiences, so when building your product or service strategy, always keep convenience top of mind. For instance, you may have a great product, but how long does it take to get customers up and running once they sign the contract? How easy do you make it for them to add new users, while keeping their budget in check? Straightforward pricing, and ease of administration and deployment are things we have focused on at Dialpad from day one, and our customers love us for it.

    AI is here to stay

    The future is now, and in the age of automation, customer experiences must be redefined. We all know AI is here to stay, but how can you actually use it to improve both agent productivity as well as customer satisfaction (CSAT)? At Dialpad, we personally believe that while it’s important to regularly perform post-call analysis so that you can shape your support strategy for the future, we also know that sometimes one bad customer experience is enough for a customer to be gone forever. From the day we designed Dialpad Ai Contact Center, we knew we wanted to help our customers help their customers, not just after the fact, but in the moment when they actually need help. We do this with Dialpad Ai, our artificial intelligence, which does voice transcription, allows managers to view the live sentiment of a call so they can step in to assist their agents, as well as automated coaching features, which help agents with real-time recommendations for answers to certain questions, and guidance around how to better drive their conversations. This enables coaching at scale!

    Company culture and employee engagement matter

    Building a culture of happy employees drives happy customers for your business. It’s important to make employees feel not only engaged with your company and brand, but also connected to your customers and your mission. This isn’t a function that only customer-facing teams are responsible for—your culture should be built in a way where every employee keeps customer satisfaction at the forefront of every decision and every task that they perform.

    We still crave human interactions

    In a world of AI, self-service automation, and virtual assistants, people still want to talk to… Well, people. Human connection is what drives us, and most of us would still rather talk to a person than a machine. It’s important for organizations to find a balance between automating processes so they scale their customer service efforts efficiently, and ensuring customers still feel listened to and cared for.

    At Dialpad, we have built our products with both productivity as well as meaningful customer interactions in mind, so agents can spend less time doing manual work, and more time having conversations and building great customer relationships.

    This was a lot to think about and Day 2 was no less exciting with even more interesting topics to discuss—always with the customer at the center.

    Customer service is the key to transforming your business

    In the era of enterprise digital transformation, apps, and smartphones, customers’ expectations around customer service are higher than ever. They have options and they know it, too, which means that they are no longer willing to stick around with a business that isn’t responsive or efficient when they have a question or an issue that needs to be resolved.

    These high expectations can be a problem for businesses not willing to quickly adapt and innovate, but represent a real advantage to businesses who have a sense of urgency and understand the importance of embracing change. At Dialpad, we’re proud to have some of the world’s most innovative companies in our customer portfolio, businesses who have embraced the cloud and artificial intelligence to ensure their customers’ experience isn’t only pleasant, but the best that it could be—and our commitment to them is to continue to push for innovation.

    Stay curious and never stop learning about your customer

    Do you really know your customer and what matters to them? Do you empower your agents to deliver personalized service and engage with customers in a way that will make the experience truly memorable? Most businesses will say yes, but few actually do it.

    Mapping out the customer journey and shaping your strategy accordingly is important, but needs are always changing and evolving, so this work should be ongoing. At Dialpad, we understand the importance of helping our customers understand their customers, and giving them the tools to do so efficiently and at scale.

    Our call analytics allow managers to spot keyword trends over time, see which topics are coming up the most, and view comprehensive call summaries complete with call transcriptions, key moments in the conversation and call recording, so they can always view the full picture and quickly turn insights into action.

    Have empathy

    Last, but definitely not least: don’t treat your customers as a transaction. Building great customer relationships may take time and effort, but it pays off. Be a customer champion and encourage every person in your organization to be one, too. Train your team to be empathetic, even when the situation is difficult or frustrating. Ask your supervisor to step in when your agent needs help (hey, we help with letting them know when).

    Build a culture that's both employee- and customer-obsessed, and your customers will feel the difference—and may as well end up your customers for life.

    10 tips to improve your sales presentations https://www.dialpad.com/blog/sales-presentation-tips/ Fri, 19 Jul 2019 00:00:00 -0700 https://www.dialpad.com/blog/sales-presentation-tips/ Check out the full webinar here or read more below.

    10 sales presentation tips

    1. Exude confidence

    The most effective presentation is the one that you can give confidently.

    Studies show it’s better to be confident than right. It’s a harsh idea to think about but one that plays a huge part in our day-to-day lives. There is nothing worse in any presentation than low energy, and low energy often comes from uncertainty. Projecting more confidence, whether it comes from your knowledge in the numbers or faith in the product, will undoubtedly help increase your sales.

    Rehearse alone. But not too much. Make sure you understand the full scope of your talking points but don’t overanalyze or get caught up in specific verbiage.

    Gut check from a friend. Have someone listen to your presentation and get their feedback.

    Time yourself. Get a rough estimate of how long your presentation will take.

    Less is more. Cut down any extra fluff and speak only on relevant and important ideas pertaining to the audience.

    2. Presentations are not reports

    Be an asset to the presentation

    Build your sales presentation deck to enhance what you’re saying, not to give the audience a complete transcript of what you plan to say.

    How do you know if you are providing value?

    The presentation and the leave-behind should be different.

    Customize your presentation. Find the factors of your product that the audience is most interested in and tailor the presentation to fulfill their needs.

    3. Prepare accordingly

    What does your audience expect to gain out of this meeting?

    Know your audience and present yourself appropriately.

    Know yourself: are you capable of delivering the necessary content?

    If you present the same way each time, you’re not doing enough. Continue to adjust and enhance your presentations, take note of what went well, and fix the parts that need improvement.

    4. Never assume the audience knows, or cares what you do

    Try to understand things from their perspective

    Always intro accordingly. Don’t hesitate to provide the audience with a refresher on yourself and/or the subject matter before you start your presentation.

    There are typically new people in the room. Make sure everyone is briefed and up to date on the discussion.

    Give the person an out if you aren’t on the same page. Establish the problem you are trying to solve and the challenges with it, and make sure everyone is on board with finding a solution together.

    5. Phone vs. live presentation matters

    Know the difference between an over-the-phone presentation versus a presentation in person

    Include the audience. This is important for virtual and in-person sales presentations but especially for those given over the phone. Presenting via phone call creates a division in communication, and working to include the audience in the presentation as much as possible will go a long way in closing the sale.

    For phone presentations, ask those on the call if they’re experiencing any lag. Doing this will ensure everyone will be able to hear your presentation as well as work to break down some of the barriers that come with non face-to-face interactions.

    Stand up! Even if it’s just a phone call. We speak with more confidence and control while standing.

    6. Don’t over-speak

    “Don’t bore us, get to the chorus” - Tom Petty & Mike Campbell

    Don’t lose your audience. Studies show attention from your audience significantly drops if presenters exceed 10 minutes of constant talking. Therefore, try to keep each presenter’s speaking time under that 10-minute mark.

    Bring in other speakers early, spreading out the main talking points allows for a more conversation-based presentation among the group.

    Different people connect better with different voices. Increase your chances of gaining a connection between presenter and viewer by including a variety of voices and opinions.

    7. Take charge of your presentation

    We are the music makers and we are the dreamers of dreams - Willy Wonka

    You tell the audience what’s important. While presenting, focus on the items you want your audience to focus on. This is why doing your research on the audience and creating a deck with them in mind is so important.

    Don’t say sorry. Convey confidence throughout your presentation and never apologize for a minor error. Move past any mistakes you make and continue with the presentation. We all slip up sometimes, the audience will understand.

    8. Make your presentation flow

    Every slide shouldn’t feel like a new adventure

    It’s a conversation. The best sales presentations are those in which the audience is most engaged. And the best way to get them engaged is to create an open dialogue throughout the presentation. Before any presentation, it’s good practice to tell the audience to stop you at any point and ask questions. By doing so, you can tailor your presentation to the items they are most interested in.

    Know the next slide. Another way to increase presenter fluidity is to know what's coming before you even get there. Before you present, make sure you are able to jump to any slide and know what you just spoke on and what’s coming next.

    Use verbal transitions. A great way to transition from one slide to the next is to pose a question at the end of one slide and then answer it on the next slide. Doing this blurs the borders between slides.

    9. Dump the script

    Know the ins and outs of the topic

    Jump around. Moving around your deck and talking with little slide aide not only keeps the presentation light and interesting, but it also demonstrates your confidence in the subject.

    Get them talking sooner. Turn your sales presentation into a discussion. The more your audience is asking questions, the more invested they are in the topic.

    Don’t freak out about making it through your slides. The slides are simply there to help you present confidently. As long as you touch on everything that matters to you and matters to the audience, then presenting every slide isn’t necessary.

    10. Don’t tell your audience why, show them

    You’re in the change management business. Act accordingly.

    Stories are remembered 22x more than facts alone. Demonstrate to your audience how you can solve their problems, and do so in a way that is easy to understand.

    Don’t just depend on marketing. Tell the story of that last deal you closed. Explain what you were able to do for similar businesses and why what you are offering is better than your competitors.

    Working to improve your sales presentations? Ditch the mirror and check out Dialpad Ai Sales! With Dialpad Ai Sales, you get real-time coaching, sentiment analysis, voice transcription, and post-call summaries (aka. gametapes) on every call.

    How Dialpad helped an organization deliver 202% ROI https://www.dialpad.com/blog/how-dialpad-helps-companies-reduce-cost/ Fri, 19 Jul 2019 00:00:00 -0700 https://www.dialpad.com/blog/how-dialpad-helps-companies-reduce-cost/ When we set out to build Dialpad Talk (now known as Dialpad Voice), we wanted a phone that worked the way employees do—across any device, from any location, and integrated into the apps they’re already using every day. We also wanted it to be really easy to deploy.

    With Dialpad Ai Contact Center, we built a better contact center platform to improve the processes that lead to inefficient coaching and long agent ramp-up times, effectively addressing ever-increasing customer service expectations.

    We were certain these platforms were going to change the way businesses communicate while making a significant positive impact to their bottom line—and we’ve seen this reflected in the success of our customers. But could we actually measure and quantify the impact we were making?

    To answer that question, we commissioned a Total Economic Impact™ (TEI) study conducted by Forrester Consulting to examine the potential ROI enterprises can realize by deploying Dialpad within their organizations. The study involved interviewing an enterprise phone system customer who retired their legacy PBX system and deployed Dialpad Voice across their organization, and Dialpad Ai Contact Center within their teams.

    The interviewed organization experienced benefits of $2.4M over three years versus a cost of $808,282, adding up to a net present value (NPV) of $1.6M and an ROI of 202%. Scalability and reliability were also greatly improved along with increased employee satisfaction and productivity, higher customer satisfaction metrics, and more.

    Here are some of the key quantified benefits:

    Cost savings of nearly $300k per year

    Prior to deploying Dialpad, the organization had an on-premises PBX system at each office location, each requiring separate software, maintenance, and labor. IT teams were required at each office location to manually fix the system if something wasn’t working. Now that costs associated with upkeep and maintaining this solution are no longer at play, the organization is able to save $300K a year on average.

    Reduced deployment time by 90%

    The organization was quickly expanding its presence internationally. But on-premise PBX deployments were becoming expensive, difficult, and time-consuming. Additional IT support was required for everything from working with international telephone vendors to individual employee provisioning. Dialpad helped facilitate their growth by eliminating scalability issues and supporting their international expansion with significant time and cost savings.

    Decrease in new agent ramp-up time by 50%

    Before Dialpad, it took the organization one month to get a new call center agent fully ramped up. Dialpad Ai Contact Center made it possible for new agents to listen in on calls with more experienced agents and for supervisors to offer real-time coaching to agents who need help. This reduced ramp-up time from one month to two weeks, resulting in increased agent productivity, improved customer satisfaction, and better coaching and management.

    Other benefits included:

    • Improved uptime of 99%, eliminating five downtime events per year from their previous PBX environment.
    • Improved call center efficiency by 15% through CRM and productivity suite integrations, resulting in smoother workflows for their support team.
    • Improved HR process of confirming interviews by 90% through Dialpad’s business text messaging capabilities, which allows for the HR team to quickly reach out to potential candidates to confirm their interview slots.
    • Improved employee satisfaction from being in a more efficient environment, with the flexibility to work anytime, anywhere, and better serve their customers.

    “Having Dialpad in place gives our employees a tool they can always trust and count on to always be available; that was very important to us” (SaaS Operations Engineer)

    To find out how Dialpad can drive similar results for your organization, download the full study here.

    The growth of the sales tech stack https://www.dialpad.com/blog/the-growth-of-the-sales-tech-stack/ Wed, 24 Jul 2019 09:00:00 -0700 https://www.dialpad.com/blog/the-growth-of-the-sales-tech-stack/ Software adoption can be a mixed blessing for sales teams. I recently observed my reps consistently using a half dozen sales apps. I should have been excited by the adoption rate—and I would have been—if there weren’t another half dozen tools that I didn’t see used once.

    I sat down with several reps to understand why they weren’t using half of their tools. The answers surprised me. Each time, it was either “I’m not sure how to use it,” or “I’ve got another tool that works well enough.” Digging deeper, almost all of the reps were able to talk through what the tools they used did and even list off a handful of neat features they liked. What they were really saying was: there was already so much data at their fingertips, that unless these other tools made finding that information significantly easier, or gave them a drastic leg up on the competition, they weren’t going to give up valuable selling time to use them.

    When sales teams are demanding the latest tools and technology to help them drive better leads, conversations, and close rates, the natural instinct is to buy the flashiest tools on the shelf. But the feedback from our team inspired us to re-evaluate our sales apps with a “rep first” mentality.

    Over several weeks, I sat with our sales teams to understand their current workflows and came up with three core tenants for our sales stack going forward.

    • It must live where our reps live. For us, this has become a non-negotiable. A tool can provide some fantastic features, but if it doesn’t live in our CRM or email client, we will no longer consider it for adoption. When evaluating tools, always make sure to not only ask if it integrates, but how it integrates into your existing systems. A tool that cleanly sits in your team’s workflow (calling from within Salesforce, customer insights delivered within an email client, etc), will always deliver a larger impact.
    • It must simplify a process. A tool that helps a rep better understand their customer is great, but if it adds fifteen minutes to the pre-call process or another four clicks to log their conversations, we don’t see the return we expect. Look for tools that live within your teams’ existing processes and systems.
    • It must curate insights. Data is good, but too much of it is overwhelming. Your teams are pulling data from a large number of sources daily. Your team communication tools, CRM, networking tools like LinkedIn, and business information tools like DiscoverOrg are already providing a mountain of data—not to mention other sales tools they may be using. Make sure that your tools are not only able to centralize their data into your CRM, but also provide insights on how the data can be used for the optimum effect. For example: it’s great to know pricing was mentioned on 100 calls, but are you given enough context to understand if you’re price is too low, or too high? Dialpad Ai can help identify these trends and help you understand the context behind them.

    Tech is, without a doubt, empowering sales teams to reach new heights—especially in a market with rapidly expanding sales AI and sales automation options. But companies must carefully track their sales tech stack to make sure it aligns to the workflow of their sales teams. If not, they’ll be stuck with too much of a good thing.

    Interested in how Dialpad’s sales engagement platforms can help reduce your sales stack clutter?

    Syngenta Embraces Digital Transformation with Dialpad https://www.dialpad.com/blog/syngenta-embraces-digital-transformation-with-dialpad/ Mon, 29 Jul 2019 00:00:00 -0700 https://www.dialpad.com/blog/syngenta-embraces-digital-transformation-with-dialpad/ At Dialpad, we love solving problems. Our company was built on the idea that business communications need to be much better—both now and in the future. We also love working with customers who really understand the need for modernization. And that’s why we are so excited to work with our new customer, Syngenta - a company previously using a legacy solution that just wasn’t cutting it.

    As CIO of one of the world’s largest agricultural companies, Greg Meyers is the type of leader who gets it. As part of the next generation leading disruption, Greg identified and understood the need to take a nearly 20-year-old company into the next stage of digital transformation, helping keep Syngenta competitive in the modern world.

    Syngenta came to us in search of a flexible and reliable communications platform to connect his 28k+ workers around the globe. He and his team realized a change was necessary - it was time for “the right solution for the right task.”

    I met Greg when he joined Motorola Solutions as the CIO in 2014 and was looking to modernize the 90-year-old Fortune 500 company by bringing them to the cloud and focusing more on the future of work. As part of the process, he evaluated telephony solutions and pushed to move all core services to the cloud (email, documents, meetings, phones, etc.). As a result, Motorola Solutions became Dialpad’s first Fortune 500 customer.

    A true partner through every step, from headquarters to numerous global locations, we supported thousands of users and helped to change the overall culture of the company. This success and our long-standing relationship played a large role when the time for change came for Syngenta.

    For a high-growth, international company seeking a solution to benefit both customers and employees, working with Dialpad was an obvious solution. Our products allow their teams to connect from anywhere, on any device, providing seamless communication and collaboration across the organization. As the “work from anywhere” worker becomes the norm, Syngenta is planning ahead.

    Last year, nearly one in four Americans performed some or all of their job remotely. To keep teams and/or individuals from becoming disparate pieces, business communications have become as important as our personal communication needs. People want an easy and reliable connection, no matter where they are. On the eve of a 5G evolution, we can expect to see increasingly high expectations for speed and consistency for talk, text and data. For a growing company like Syngenta, the ability to stay up to date and scale at the speed of business is a must. Dialpad helps that meet that requirement today, and well into tomorrow.

    3 ways to create demand with sales call data https://www.dialpad.com/blog/how-your-sales-call-data-can-help-you-build-better-marketing-campaigns/ Wed, 31 Jul 2019 00:00:00 -0700 https://www.dialpad.com/blog/how-your-sales-call-data-can-help-you-build-better-marketing-campaigns/ A lot happens when you're doing sales call reporting.

    Then you've got the calls themselves—from the first hello, you have introductions, rapport building, practiced pitches, objections, rebuttals, and if you’re lucky, a follow-up meeting. But, unless you have an impeccable memory and excellent dictation skills, once that conversation ends there’s not much you can do with it. And if you apply that to several hundred or thousand calls, you start to see a pattern—there’s a lot of potentially valuable data that’s being burned into the ether.

    That kind of information will not only help close more deals, it can also inform campaigns with the kind of customer insights that most marketers could only wish they had access to.

    The good news? It’s very possible. And your Demand Generation team is going to love you for it. These are the people responsible for bringing an awareness to a product, filling the top of the funnel, and bringing those leads down into the bottom of it.

    Using a modern VoIP phone system, you can get specific call analytics for conversations with prospects and customers, call recordings, voice transcriptions, keywords, sentiment analysis, and more. These data points reveal more about the prospect or customer and how the product is performing, than can be conveyed second-hand from sales reps—or even detected in the conversation, first hand.

    Let’s break it down.

    3 ways sales call data can transform demand gen

    1. Keyword detection for stronger messaging

    Demand Generation teams can pull call recordings and transcriptions to identify words that are said most often. These words can highlight how prospects and customers are talking about the product, and can be worked into marketing messaging for greater impact. Keywords can also reflect the names of new and existing competitors, which is priceless intel—especially in aggregate. Plus, using keywords gleaned from sales conversations into campaigns can help take the guesswork out of what type of language is compelling to prospects.

    2. Sentiment analysis for campaign curation

    A layer above keyword analysis is sentiment analysis, where mood and emotions are detected to create context. So while a prospect may be mentioning a certain product feature or competitor, context tells you if it’s in a positive or negative way. Are prospects praising how your product does something? Or are they telling you they prefer a competitor? That kind of insight gives your Demand Generation team the ability to create highly targeted campaigns.

    3. Sales calling patterns for better internal alignment

    Amazing things can happen when sales and marketing teams are working together and truly aligned. When analyzing the sales team’s calling patterns, recurring periods of downtime present great opportunities to meet up and make sure everyone’s on the same page.

    The time can be used to generate new ideas, tackle shared obstacles, and reaffirm team goals. When you consider that these teams are targeting prospects from different communication channels and at different stages, this degree of alignment can tighten up the pitch on both sides of the equation.


    Phone calls are still the leading business communication tool today. In fact, 92% of all customer interactions happen over the phone. So, the data from those calls are without a doubt just as important.

    Nail cold calling: 4 tips from a sales leader https://www.dialpad.com/blog/4-tips-to-help-you-nail-your-cold-calls/ Thu, 01 Aug 2019 00:00:00 -0700 https://www.dialpad.com/blog/4-tips-to-help-you-nail-your-cold-calls/ Dialpad named Visionary in 2019 Gartner Magic Quadrant UCaaS, Worldwide https://www.dialpad.com/blog/dialpad-named-visionary-in-2019-gartner-magic-quadrant/ Thu, 08 Aug 2019 09:38:00 -0700 https://www.dialpad.com/blog/dialpad-named-visionary-in-2019-gartner-magic-quadrant/ Dialpad is proud to announce that we were named a “Visionary” in Gartner's 2019 Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide. Visionaries understand where the market is going and have a vision for changing market rules. We think that being placed in the Visionary Quadrant signals Dialpad’s strong strategy and product vision, while also acknowledging our momentum in the market.

    Notable innovations in our products over the past year stem from the addition of built-in artificial intelligence capabilities. Real-time audio transcription and Dialpad Ai-created post-call summaries are now available across Dialpad’s Voice, Ai Contact Center, and Ai Sales products. Dialpad Ai adds robust AI and voice analytics capabilities to our broad portfolio of products.

    Dialpad also takes pride in making our products simple to deploy and easy to use so that our customers have the best experience possible. Our strong telephony capabilities ensure that our users report good call quality and that installations are low-friction. Dialpad’s users report good customer service and support.

    Dialpad is honored to be included in this year’s Magic Quadrant and to be recognized as a Visionary. Want to see our products in action? Click here to start your free trial!

    Gartner, Magic Quadrant for Unified Communications as a Service, Worldwide, 30 July 2019, Daniel O'Connell, Megan Fernandez, Rafael Benitez, Christopher Trueman, Sebastian Hernandez

    Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

    Remote work: What it's really like https://www.dialpad.com/blog/remote-work-what-its-really-like/ Tue, 13 Aug 2019 00:00:00 -0700 https://www.dialpad.com/blog/remote-work-what-its-really-like/ Remote and hybrid work has become commonplace—or at least it has in my neck of the woods. While the topic has been written about extensively, it’s usually through a somewhat sterile, business-centric lens that provides plenty of persuasive statistics but very little in the way of actual insight. I wanted to provide a more candid perspective of what it’s like to work exactly 1,058 miles away from your team.

    I’m Andrew, senior copywriter at Dialpad, and one of the 20 or so full time remote employees. I haven’t always worked remotely; I started my tenure in Dialpad’s Vancouver office in July of 2017, and moved to an island off the coast of British Columbia, Canada in December 2017.

    The reason for the move was straightforward: Vancouver is beautiful, but it’s also one of the most expensive cities to live in the world. After a decade of calling the city home, I came to the conclusion that it just wasn't sustainable to live there anymore. I wanted to be somewhere I could plant more permanent roots. I knew Dialpad was where I wanted to work long-term, and they approved of the arrangement. So the stars aligned, and here I’ve been ever since.

    The Comox Valley—Where I live and work

    A typical day

    My workday starts a lot like yours. I’m out of bed, drinking coffee, and checking emails at 6:30. I’m showered and dressed by 7:30. And I’m at my desk by 8:30. The time I’d normally spend commuting is usually spent reading the news, Redditing, going for a walk, or a combination of the three. But instead of a crowded bus, sweaty bike ride, or staring infuriatingly at the same 50 feet of road for an hour every morning, I have a nice little mental buffer that makes for an always-pleasant start to my day.

    After checking my calendar and taking care of basic administrative tasks, I’ll prioritize my workload for the day. To get my hands dirty in actual task work, I’ll typically warm up by editing any upcoming posts we have for the blog. Then move onto other one-off tasks that need my attention.

    Post lunch, I’m back at the grind. My ability to focus is typically higher in the afternoon, so I’ll work on things that demand more concentration. I’ll dedicate a few hours to writing content for larger projects like product launches or campaigns. When time or weather allows, I’ll step outside for a walk to clear my head and keep my thinking fresh.

    Throw in a meeting or two, and that encapsulates what most work days look like for me.

    What makes working remotely work

    It wasn’t long ago that working remotely was impossible for all but certain niche roles. Access to high speed internet changed that. I can now connect with coworkers around North America as quickly and seamlessly as I could if they were parked right next to me. Technology has not only made remote work possible, it’s made it relatively easy (from a practical standpoint—more on that later). These are some of the tools that make it all happen.


    The cloud and all of the cloud collaboration software that comes with it has been huge. We really rely on instant messaging; it makes sharing documents and syncing on small things simple and fast. It’s the next best thing (and sometimes better than) walking up to someone’s desk to chat.

    Asana is our weapon of choice for project management. It doesn’t matter where, when, or how I work; project stakeholders and collaborators have total visibility into what I’m working on, the progress I’ve made, and can access it all from one place. Little-to-no cat wrangling required.

    Obviously, Dialpad is always at my side as my business phone number and business text messaging system. Because it lives on all of my devices, I’m easy to reach no matter where I am. So when those emergency conversations need to happen, they do. And that’s really important to me—if my team can’t physically see me, I want to make sure they always have a way to reach me. It’s my most important tether to my company—and largely what makes it possible to do what I do from where I do it.

    Last but certainly not least is Dialpad Meetings. Being remote means lots of virtual meetings. Dialpad Meetings makes them frictionless. They’re easy to get into. The audio quality is clear. You can share your screen so presentations are easy to follow. And the HD video function makes it as close to being in the same room as technology currently allows. Dialpad's video conferencing is in the same platform where I make voice calls and send messages, which adds a layer of simplicity to my day. That may sound like a pitch, but it’s one I absolutely stand behind.

    It’s important to note that it’s not just about the infrastructure or tools. Your team has to be on board, too. Given that Dialpad operates out of several countries with 20 remote workers to boot, we’ve created a culture of communication and have become quite effective at making the wheels turn simultaneously on different continents.


    Fact: some meetings are better when they’re face-to-face. So a few times a year, Dialpad will fly me into the SF office for a few days for large project kickoffs, brainstorming projects, or larger company events. Being able to work together and collaborate in person is wonderful. But the larger takeaway for me is that I get to know and even bond with the people that I work with at a distance every day. Developing these relationships in person makes it so much easier to work together when you’re not sitting a few feet away.


    It would be dishonest to tell you that working remotely is easy—it’s not. Sure, the communication tools to do it are there. And being able to skip the commute and work from a couch is great. But it’s not everything. And to be successful at it, you need to address the difficulties that come with it.

    Things move fast

    This is more a byproduct of being a mature technology startup than being remote location. But when you’re physically separate from the day-to-day, you need to learn how to keep up. That means being prepared. It means asking questions. Sometimes seemingly stupid ones. Without total and absolute clarity about what’s required of you, you will trip (first-hand experience). And being remote isn’t a good excuse—it’s the worst excuse.

    The water cooler

    I’m currently writing this from our SF office. It’s 10:44 a.m. and I’ve already had three in-passing work-related conversations. This is the norm when you’re in an office, but rare when you’re not. Being remote, sometimes you miss out on important conversations that provide context to projects. You can mitigate this, again, by being prepared and asking questions. However, it’s a real drawback that simply comes with the territory. A simple fix: Have a virtual water cooler in your company's messaging platform.


    If you’d told me three years ago that working remotely can get lonely, I would have likely feigned agreement, secretly thought you were overstating the issue, and continued romanticizing the idea of being able to kick it in a pair of sweats from 9-5. The reality is that isolation is something that almost every remote worker will experience. The daily face-to-face interactions you have with your coworkers shouldn’t be taken for granted—they have a massive positive impact on your psyche that won’t notice until it’s gone.

    I’ve been able to manage this a few different ways:

    1. I’m vocal about it. When I’ve felt disconnected from projects, teams, or even the daily flow, I say so. Ignoring it improves nothing. And simply speaking about it makes the issue easier to identify and resolve.
    2. I get out. It bears repeating. Going outside—even for just a short walk or a coffee—breaks up your day, puts you in front of something other than a computer screen, and keeps your thinking fresh. And when it comes to solving problems, occasionally removing yourself from them is just as important as attacking them head on.
    3. I get social. It’s no surprise that, given the rise in popularity of remote workers, I know a few people in very similar arrangements. We often meet up for lunch or after work in the same way you would with your coworkers. While we may not have the same employers, our challenges are similar and sharing them is helpful.
    4. I create structure. With the exception of commuting, I do the same things I would if I were going into an office every morning. I have an office with a door that I enter every morning and leave every night. It’s still work and should be treated as such.

    What it all comes down to

    In my experience, the pros vastly outweigh the cons. Dialpad has provided me with the tools, technology, and even cultural approach I need, not just to do my job, but to be truly engaged with it. Being a business communications provider, Dialpad’s remote workforce is very much part of our “dogfooding” process. But with more than 20 full-time remote employees, and the fact that I’ve been working remotely for more than a year-and-a-half, proves that distributed workforces work.

    The formula for success isn’t a secret, or even difficult. Communication is key to everything—for both remote and in-office workers. Be transparent about issues as they arise. Be accessible and accountable at all times. And perhaps the most important thing to keep in mind is that results are what really matter.

    Join us at Tenbound—THE event for Sales Development Reps https://www.dialpad.com/blog/join-us-at-tenbound-the-event-for-sales-development-reps/ Mon, 12 Aug 2019 13:34:00 -0700 https://www.dialpad.com/blog/join-us-at-tenbound-the-event-for-sales-development-reps/ In the past, sales development teams have lived in the shadows of the larger sales organization, but this is rapidly changing as organizations recognize the crucial role these teams play.

    In fact, the role has become so critical to modern sales teams that one of the hottest sales events of the year is dedicated specifically to them. We’re excited to be attending Tenbound for their third annual Sales Development Conference in San Francisco, CA, on August 23rd.

    What are we excited for?

    • An increased focus on equipping and enabling SDRs: In the past SDRs have sometimes been an afterthought when looking at sales enablement and technology. This year there are some great sessions exploring this topic.
      • Sales Enablement: It's Not Just for Reps Anymore (2:30 pm - 2:55 pm)
      • No More Excuses: Now You're Enabled! (11:00 am - 11:25 am)
    • A Coffee Break Sponsored by Dialpad:
      Because who doesn’t love free coffee? Network with other attendees or chat with one of our team members who will be on hand to talk about how Dialpad Ai is helping SDRs make smarter calls.
    • The Next Era of Innovation in Sales Development:
      This keynote by Mark Dean, Head of Sales Development - LinkedIn Americas will explore the changing landscape of sales development. He will explore the challenges of working in an era of automated sales outreach that brought a surge in efficiency, but ultimately didn’t provide authentic customer value. Sharing personal insights from his own role, and analytics from LinkedIn, Mark will discuss how you can drive high-quality sales by creating and leveraging scaled relationships.
    • Leveraging Data to Deliver Better Conversations: As SDRs work to deliver more targeted and personalized outreach, sales engagement tools uncover insights and enable repeatable best practices. Check out these sessions and tools to begin understanding and leveraging your data.
      • Data-Driven Best Practices for Sales Prospecting Success (9:45 am - 10:10 am)
      • Evaluating Sales Engagement Vendors (3:00 pm - 3:25 pm)

    sInterested in unlocking the last untapped sales data sources? Stop by our booth to learn how Dialpad Ai Sales with artificial intelligence turns your sales reps into super reps.

    Dialpad Ai Sales is a business communications platform for modern sales teams that improves calls as they’re happening by recording, transcribing and providing insights in real-time. These insights allow reps to close more deals, managers to become better coaches, and teams to be more productive.

    ICYMI: Quarterly Product Roundup: Aug 2019 https://www.dialpad.com/blog/icymi-quarterly-product-roundup-1/ Fri, 16 Aug 2019 00:00:00 -0700 https://www.dialpad.com/blog/icymi-quarterly-product-roundup-1/ We’re always working to make Dialpad better. Here’s a quick look at the changes and upgrades we’ve made to Dialpad this quarter.

    Spam call blocking

    We know spam calls are more than just an annoyance—they can be disruptive to your business and tie up your phone lines. To give our customers more control over how spammy calls are handled, we’ve developed a multi-layered approach to call blocking and spam prevention which lets users set specific settings for their direct user lines, including:

    • Automatically blocking callers with high SPAM scores
    • Full block (play “Number not in service” message)
    • Straight to voicemail (no notification)
    • Straight to voicemail (notification plus live, real-time voice transcription)
    • IVR screening (“Please state your name and Dialpad will try to connect you”)

    More call routing and transfer options

    Ensuring customers are handled by the appropriate agents not only makes your team more efficient and productive, it also improves the overall customer experience. That’s why we’re developing new call routing and call transfer options, so your customers get their issues solved faster. Here are two ways we’ve made that easier:

    • Skills based routing allows call centers to designate agents, as they become available, as specialists in certain products or issues to better handle specific conversations, instead of forcing customers to go through the queue before getting to the right agent.
    • Warm transfers let agents contact and wait for the next agent to answer, then doing an introduction before handing off the call, so the next agent isn’t caught unprepared.

    HubSpot integration

    You can now keep up with all your recent HubSpot activity without having to leave the Dialpad app. This native integration with HubSpot improves user productivity by auto-logging both inbound calls and outbound calls to HubSpot and by giving users the ability to add call summaries, set call dispositions, and more.

    Learn more about this recent integration here.

    Dialpad Ai Sales: Officially launched!

    In May we had our biggest product release with Dialpad Ai Sales—a real-time artificial intelligence solution for sales organizations. It’s the first true real-time speech recognition product on the market for sales teams, and can transcribe conversations, track customer sentiment, provide suggestions to questions and analyze conversations—all in real-time.

    Some of the key benefits of Dialpad Ai Sales include:

    Learn more about Dialpad Ai Sales.

    Coming soon:

    Here’s a preview of a few of the updates coming up next.

    • CSAT (customer satisfaction) surveys for Dialpad Ai Contact Center, an automated way to collect customer satisfaction scores, post-call.
    • Power dialer for Dialpad Ai Sales, an automated dialing system that allows reps to reach out to prospects more efficiently.
    • Call dispositions, which lets call center and sales managers create custom call dispositions for agents and reps to apply to their calls.
    Ch-Ch-Changes: 5 Tips When Transitioning to the Cloud https://www.dialpad.com/blog/change-management-tips/ Tue, 20 Aug 2019 00:00:00 -0700 https://www.dialpad.com/blog/change-management-tips/ It seems like most forward-thinking orgs are moving all their business-critical tools and platforms to the cloud. If you’re considering following suit, but you’re worried about how your employees may adapt, you’re not alone. Change is hard for individuals—nevermind at the organizational level. And that’s doubly true when they’re used to working with a certain system for so long.

    Before transitioning to the cloud, there are a few things you should consider. After all, 70% of change programs are unsuccessful in obtaining their goals. Do it right the first time, and you’ll avoid common pitfalls like employee resistance and poor management support. These guidelines will make the move smoother for everyone.

    1. Be transparent

    Tell your workers that change is coming. Give them some background on the cloud and how the company will be adopting it. Be open with timelines and how the change may impact people’s roles. Provide a clear view of what workers can expect in the coming weeks and months. It also doesn’t hurt to focus on the positives—of which there are many.

    2. Tell them why

    Naturally, some will resist and even protest change simply because they’re used to doing a certain thing in a certain way. But people are far more receptive to change when they understand the reasons and motives for adopting it. Being clear about the larger reasons and goals will help get more people on board and improve adoption rates.

    3. Embrace feedback

    Your employees may have a few opinions—or a lot of them. It’s important that you listen to what they have to say, as well as acknowledge them so they feel included in the process. Often, this feedback can highlight potential issues in a new light, helping you address things before they become problematic. Your employees may also have strong, viable ideas that you haven’t already considered. This feedback can be collected informally, through 1:1 conversations. But you’ll likely get more honest and forthcoming responses through anonymous surveys.

    4. Training can make or break you

    Employee training before you complete your transition is absolutely necessary. Change takes time to adapt to, and if people feel rushed or confused it can quickly derail something that was supposed to create efficiencies. The primary mandate is to get everyone up to speed. But it’s also a great opportunity to shake out the bugs and address any unforeseen issues with processes that can create size-able issues down the road. This takes time and resources—and that’s where organizations tend to cut corners. Remember, an ounce of prevention is worth a pound of cure.

    If you’re looking for a more strategic approach, create a pilot group to learn the system. You can choose certain individuals to represent larger groups or departments, and monitor how different roles adopt the processes. From here, you can adjust your training to see what areas need more attention.

    5. Leadership is key

    Before the trainings go live, it’s important to have all managers on board. They can answer questions, provide support where it’s needed, and make the process smooth at all levels. It’s important to keep in mind that some workers are more technologically savvy than others, which will make the transition different for everyone. Empathy and patience go a long way at this stage. Ultimately, success will come from keeping everyone motivated and supported during the transition.

    Moving an important piece of software to the cloud is a process: it requires careful planning, thoughtful training, and strong execution. But it doesn’t end on go-live day. You’ll need to provide continuous support. Follow up with surveys to make sure there are no complications. Weekly and monthly meetings with departments to check in on processes and potential issues will ensure the transition continues to be successful long after the transition officially ends. And providing the time, resources, and support required is the key ingredient to making it happen. Preparing for the cloud may take time, but it’s time worth taking.

    A short history of the cloud and how far it's come https://www.dialpad.com/blog/a-short-history-of-the-cloud-and-how-far-its-come/ Tue, 27 Aug 2019 00:00:00 -0700 https://www.dialpad.com/blog/a-short-history-of-the-cloud-and-how-far-its-come/ Fact: If it doesn’t currently exist in the cloud, it will eventually. From email to file storage to phone calls, everything that has moved to the cloud is staying there, and it’s just a matter of time for the rest of it.

    Some organizations (and the people within them) are still resistant. They have questions like “What’s the big deal?” and “Why are so many businesses ditching local software and systems in favor of it.” So we put together some quick facts on the history behind the cloud, plus some of the core reasons why orgs make the jump.

    Where did the cloud come from?

    The concept of the cloud actually began long before most of us where even alive in the 1950’s with mainframe computing.

    For those of you who have only heard that phrase used in bad made-for-TV movies, a mainframe computer was what companies used for data storage. The trouble was, these machines were pretty expensive and businesses weren’t about to drop the cash to supply each employee with their own (plus they didn’t need the same level of access that we do today). Instead, companies would set up sharing schedules and allow employees to connect via “dumb” machines to access the info they needed.

    And thus the concept of cloud computing was born. Of course, there were a few other pit stops along the way: an early stage version of the internet (ARPANET anyone?), the introduction of virtual machines, and eventually monetizing the ability to rent virtual machines a la Amazon Web Services’s launch of Elastic Computer Cloud (EC2) that got us to where we are today.

    Today’s cloud

    When it comes to cloud technology, we’re a far cry from the '50s. Entire industries have been born out of the existence of the cloud—from Uber to Square, to even us. And as these industries continue to gain traction with consumers and businesses alike, the products and services they deliver (and the behind the scenes tech that goes into supporting them) continues to become more stable, reliable, and oftentimes, more customizable.

    Why cloud? Why now?

    In a Frost & Sullivan survey of 1,935 global IT decision makers and influencers, the group was asked what were some driving factors in deciding to adopt more advanced communication and collaboration tools. The answer? Enhanced user productivity and better flexibility.

    Some other interesting stats to note:

    • 24% rated collaboration as a top three IT investment driver.
    • 28% seek to boost creativity and innovation by investing in advanced tech.
    • 51% plan to increase their UCaaS investment over the next two years.

    It boils down to this: the cloud (and more specifically, cloud communications) offers up a massive opportunity for businesses to grow their workforce, develop their talent, and gain that competitive edge.

    If you care about any of those things, it’s probably time to start embracing a cloud strategy. Need a little more convincing? Consider some of these key factors.


    How sure are you that you’re capturing everything from your conversations? All the important moments that help your company build better products or support your growing customer base? And more importantly—how do you share those insights across your team today? Across offices?

    With a cloud phone system, those moments can be captured, analyzed, and shared all in just a few clicks.


    Outages suck, but they happen. And having a single point of failure when they do just makes everything worse. When things go wrong, having a cloud backup that gets you up and running is crucial to your bottom line.


    Much like sharing call data, having your business tools “speak” the same language can vastly improve the way teams collaborate with one another or with the outside world. Having a single view of work is important, too. Rather than toggling between screens, tabs, and apps, cloud collaboration software was built to nix extra steps and bring everything under one roof.


    More than simply a mobile app, the true gift behind the mobility that’s offered from cloud software isn’t simply that users are able to access the information they need on demand but that they can do it whether they’re in front of their computer or on the road.

    If you’re worried about security, providers like Google or OneLogin have native integrations with hundreds of tools to ensure that the right people are accessing the right information no matter where in the world they’re accessing it.

    Learn more

    If you’re still evaluating whether or not the cloud makes sense for your business communications strategy, you’re not alone. While areas like call data, mobility/flexibility, and integrations are contributing factors to what makes cloud software so great, that doesn’t mean there aren’t other questions left to ask.

    To learn more about whether or not the cloud is right for your business, check out our post on the top 5 questions you need to ask before adopting cloud communications.

    Meeting face-to-face: Dialpad launches video meetings https://www.dialpad.com/blog/uberconference-launches-video/ Fri, 06 Sep 2019 00:00:00 -0700 https://www.dialpad.com/blog/uberconference-launches-video/ In the modern workplace, collaboration options are everywhere. You can send a message on Slack, pick up the phone, leave a comment in a document, or meet face-to-face. But when it comes down to it, some options are more effective than others—with meeting face-to-face taking the top spot for obvious reasons. Thing is, it’s not always possible.

    With Dialpad Meetings (formerly known as UberConference) and its video conferencing capabilities, teams can see multiple video streams of their colleagues at the same time. And that makes it easy to connect and collaborate in a way that’s about as close to a real face-to-face meeting as you can get.

    But more than it being just a better solution, why is video conferencing so essential to productive communication in the workplace?

    Remote workforces are growing—that makes video conferencing necessary

    The video conferencing market is booming. The value of the enterprise video conferencing market is expected to accelerate to $4.48 billion by 2023. If your organization doesn’t have a modern video conferencing solution as a way for colleagues to collaborate, you’re considered a laggard. Much of this demand comes from growing remote workforces.

    With the war for talent—especially technical, millennial talent—companies are pushed to offer more flexible working conditions than ever before. So when you receive the signed offer letter from a remote employee, it’s important to ensure there are tools in place to support that employee’s experience at your company. Virtual meetings not only make this possible, but makes it seamless.

    Nonverbal communication is crucial to collaboration

    It’s not what you say, it’s how you say it. One UCLA study indicates that up to 93 percent of communication effectiveness is determined by nonverbal cues. Video meetings allow colleagues to pick up on those subtle nonverbal cues. No more misinterpreting those pauses on the phone or those back-and-forth emails. When you see your colleagues, you’re able to connect, empathize, and understand one another. Because you’re able to see those small nonverbal cues, video conferencing eliminates back and forth conversations and ultimately helps to create more productive collaboration.

    Poor communication costs companies—even yours—a lot of money

    Effective communication at work isn’t just a nice to have, it’s a must-have for the health of your business. A survey of large companies cited an average loss of $62.4 million per year because of inadequate communication. With all of the communication tools and platforms at our disposal, one would be forgiven for thinking this was a challenge of yester-year. The good news is that video conferencing is a powerful way to streamline communication in large orgs, which can help recoup those losses.

    To simplify this problem and the solution to it: Communication keeps every company’s engine running. We all have a need to understand and be understood. It impacts everything from company morale to call center KPIs and even retention. Even though the availability of communication channel options has never been more robust or vast, face to face is still the most effective. Video conferencing meets that need when it’s not physically possible to be there.

    Learn more about how Dialpad Meetings is making face-to-face meetings easy.

    Up and running with Azure + Dialpad https://www.dialpad.com/blog/up-running-with-azure-dialpad/ Wed, 11 Sep 2019 00:00:00 -0700 https://www.dialpad.com/blog/up-running-with-azure-dialpad/ The next statement is going to be pretty obvious, but just humor me: IT strategy and work can be tough. Groundbreaking, I know. It just seems like you’re constantly playing defense. WiFi network down? Password reset? Printer jam? Yeah, that’s right—call IT down here.

    All joking aside, we know that IT is more than fixing printers and connecting wires. They’re the gatekeepers when it comes to standardizing how you work—vetting new platforms and vendors to make sure that they’re really delivering what they’ve promised (a tough enough job in itself). And when something goes off that shouldn’t or vice versa, it’s IT that’s up in the middle of the night figuring it out.

    Automate with cloud apps

    While we probably can’t solve for all the fires that IT puts out each day, we can (thanks to the cloud) help make them less frequent and less of a headache to put out. That’s because our native integration with Microsoft’s Azure Active Directory (AD) takes the heavy lifting out of user provisioning—every time a new user is created in Azure, they’ll automatically get their business number and access granted to them day one. In other words: less manual entry, happier IT teams. Talk about a win-win.

    Introducing: Azure + Dialpad

    Here’s how it works: an Azure admin simply downloads the Dialpad app straight from the AD marketplace to set up the sync between the two platforms. Once connected, admins can simply add users directly from Azure to assign them a license and business phone number.

    Once assigned, users can log into the platform to start placing voice calls, coaching reps, or lending customers a supporting hand. Plus with role-based permissions, admins can select which specific users or groups have access to things like call recordings or voice analytics—all from a single click.

    At the end of the day, anything that can help take some of the pressure off your IT team is a good thing, especially when that time can be better spent supporting your business’s needs.

    That’s why Dialpad + Azure makes so much sense—one central place for IT to do their thing.

    Plus with our native Microsoft integration, shared emails, events, and files are automatically displayed on your contact’s profile, whether you’re at your desk or on the road, so you’re never out of the loop of on your next call.

    Feature highlights include:

    • Up & Running: Thanks to the cloud, your apps can talk to one another (and even help each other out) to get tasks done a whole lot faster.
    • Safe & Secure: Need to make a change to team credentials? Do it from a centralized portal that you’ve already built your user management strategy around.
    • Nice & Easy: Available on the AD marketplace, syncing your Dialpad and Azure account happens in a few clicks and then, well, just works. Imagine that.

    The Dialpad integration is available in the Azure marketplace to customers on the Dialpad Enterprise plan. Interested in learning more? Book a product tour.

    The one thing missing from your sales engagement tech stack https://www.dialpad.com/blog/one-thing-missing-from-sales-tech-stack/ Fri, 06 Sep 2019 00:00:00 -0700 https://www.dialpad.com/blog/one-thing-missing-from-sales-tech-stack/ The sales engagement tech stack has gotten a lot of attention recently, and with good reason. From the email platforms that target prospects, to the conferencing tools that bring together key stakeholders, these technologies are the foundation of how sales teams engage with customers and have a major impact on the buyer experience.

    However, I continue to find one thing missing from nearly every tech stack I’ve worked with. Voice. That’s right, the humble telephone.

    Companies continue to invest heavily in email automation platforms, live chat, power dialers, and various other solutions. But when 92% of all customer interactions happen over the phone, according to Salesforce.com, telephony should be on every sales team's radar. By implementing a phone system purposefully built to enable sales, organizations can impact conversations in ways never before possible.

    Create a better seller/buyer experience

    Despite how often organizations are interacting with their customers over the phone, Salesforce research shows that 85% of customers reported being dissatisfied with their phone experience. Using a modern phone system that combines voice calls, business text messaging, and video conferencing into a single platform, organizations can create a streamlined experience for both buyers and sellers. In addition to this, many modern enterprise phone systems enable sales reps to work from anywhere, on any device—improving workflows and employee productivity.

    Provide real-time coaching with AI-powered telephony

    Sales AI is rapidly gaining traction. Not to replace sellers, but to help them be more effective. By implementing a telephony tool with AI, reps are provided with the guidance they need, when they need it. This can come in the form of live speech coaching, real-time recommendations that suggest the next best action, or in the moment, sentiment analysis that can let managers know if their presence is needed.

    Sirius Decisions sees “AI exponentially increasing the impact sales operations has on sales results by enabling sales operations to finally provide sales reps at all levels with the sales intelligence they deserve to receive.”

    Access to the last offline data-set: voice

    Every member of your sales team is using the phone to interact with customers. Yet, many organizations aren’t investing in tools to help their teams make each conversation count. While organizations have been able to analyze text-based communications for insights and best practices, voice has always been a challenge. However, with real-time voice transcription and automatic CRM logging of sales activity (e.g., calls, meetings, emails, texts), this previously offline data-set is now available for the larger organization to access and analyze.

    To help companies capture the insights that live in their conversations, Dialpad has built a dedicated communications platform for sales organizations that incorporates real-time recommendations, live coaching, call logging, and sentiment analysis. Now sales and marketing teams can see how pitches are resonating, uncover best practices, and better understand how buyers and sellers are interacting. The end result? Reps will get better at listening, better at overcoming objections, better at moving deals forward, and ultimately, better at closing them.

    #Inbound19 recap and highlights https://www.dialpad.com/blog/inbound19-recap-and-highlights/ Thu, 12 Sep 2019 09:25:00 -0700 https://www.dialpad.com/blog/inbound19-recap-and-highlights/ I spent last week at INBOUND in Boston where I was on the show floor for most of the week, but had a chance to sneak away from our booth a few times to sit in on some sessions I was really excited for.

    My 30-second highlights: Elizabeth Gilbert has some thoughts on the power of relaxation over hustling, Liz Simpson, the founder of Stimulyst, reminded us that people’s purchasing decisions are driven by emotions which they then justify with logic, and Dani Buckley, the General Manager at LeadG2 has four steps that allow her to create sales playbooks in under 30 minutes.

    Check out the details below!

    Session 1: Elizabeth Gilbert Keynote

    I loved Liz Gilbert’s keynote. That woman is wickedly smart, relatable, and has a way of putting words to the human experience that makes you feel so seen and understood.

    In her keynote, she spoke about how our culture promotes qualities like hustle and grit. The “go and DO ALL THE THINGS!” type of qualities that we hear about in the tech space all the time.

    We’re so busy and so caught up in our pride of being busy, that we’re losing out on the magic of creativity in all aspects of our lives, including work.

    She tossed out a suggestion to shake things up.

    Instead of focusing so heavily on hustling, what if we all strived to be more relaxed?

    She didn’t mean going to the spa every day or scheduling more massages (although, I’m not against that idea). Instead, she had us reflect on how we feel around someone who is relaxed.

    When things go wrong you’re drawn to the person who is the most calm, no? Who do you want to listen to and follow? Who becomes a natural leader? The relaxed person.

    The person in the room who is most relaxed has all the power.

    Did you know that the most relaxed mare becomes the leader in a group of horses? And nobody approaches her without her consent? I didn’t. But that’s pretty amazing.

    Liz gave the audience what she felt were the components to become relaxed, so we could all be more like the alpha mare.

    1. Get clear on your priorities - what are they and who are they?
    2. Enforce your boundaries - this is the only way you keep what’s sacred, sacred!
    3. Embrace the mysticism of the universe - the belief that there are forces operating in the universe that you simply cannot explain. It’s those moments that remind us that no matter what’s going on, we’ll somehow all be ok.

    That keynote was such a good reminder that no matter how busy our lives are, we have agency over deciding what we prioritize and how we spend our free time. And that there’s always room for creativity.

    Session 2: Buyers Buy Outcomes: Why Your Sales Messaging & Process Attract Undesired, Price-Obsessed Customers

    Liz Simpson, the founder of Stimulyst, reminded us that people’s purchasing decisions are driven by emotions which they then justify with logic. So, when we think about capturing our buyer's attention, we should be thinking about both mind share AND heart share.

    Technology is not a strategy

    Liz shared how so often she sees organizations struggling with attracting the wrong prospects and customers. The default reaction is often to turn to technology that’ll increase reach.

    But, she makes a case that if you amplify a strategy that’s already attracting the wrong client, you’re just going to get more of the wrong client.

    Technology can be a huge help, but you need to have a solid strategy in place that your tech stack helps support, not the other way around.

    Speaking of which …

    Be an Asprin, not a vitamin

    When you have a migraine, you NEED to take something. A vitamin, on the other hand, is more of a nice to have. We know it’s important, we know we should take it, but we’ll probably forget every so often and we won’t notice the difference.

    What is the costly problem your solution solves? What’s the urgency?

    The number one thing buyers value is specialized expertise.

    More than being simply understood, buyers are looking for someone who has deep domain expertise and is uniquely qualified to help them with their problem.

    Liz points out that a critical mistake a lot of companies make is not having a sales messaging strategy that helps to very clearly communicate value and expertise.

    Session 3: How to Build a Sales Play in 30 Minutes or Less

    Dani Buckley, the General Manager at LeadG2 had a lot to say about the importance of sales playbooks. To level-set, she’s talking about helping salespeople get to the right step at the right time with the right person.

    Her session shared a lot of examples of playbooks her team created for various stages of the sales cycle and virtually any scenario a salesperson encounters from what to do after they’ve presented and are waiting for a decision to upselling an existing client.

    Here are the four steps she shared to building a sales play:

    1. Figure out your who, what and when: Who is the buyer, what’s the challenge the rep is encountering with them, and when specifically in the sales cycle is it happening?
    2. Outline the steps and cadence using best practices: What is your sales process? What expectations do you have of your salespeople for this specific stage?
    3. Fill in the strategy, tactics, and resources for each step: What do you want your salesperson to know, use or share during each step?
    4. Involve your salespeople: This seems like an obvious one but it’s so easy to skip this step. Dani’s advice? Don’t.

    Here’s an example she showed us to give you an idea of what this could look like:






    Once qualified and claimed in CRM

    Send email

    Use “Intro Deck” and email template

    Refer to “Valid Business Reason checklist”


    3 days later

    Phone call

    Use call script


    Same day

    Email follow up

    Use email template

    Share case study video


    2 days later


    Connect on LinkedIn/Use “LinkedIn Connection Template”


    3 days later

    Send email

    Use email template

    Invite to monthly webinar


    2 days later

    Send email

    Create a personalized intro video

    Refer to video checklist

    Just start

    Dani shared how so often people get stuck in overthinking playbooks. They talk, analyze and plan for them, sometimes for months. Her advice was to stop waiting and just get started.

    Start small, train your sales team, track adoption and continue analyzing and optimizing.

    Dialpad at Inbound

    This was our first year exhibiting at INBOUND. We were there to talk about our Dialpad Ai Sales product, a business phone system designed specifically for sales teams. We also recently launched a HubSpot integration, so the timing was perfect for us.

    I’ve always thought of Inbound as an event for marketers so I wasn’t sure how many sales folks would be there and was surprised to encounter a number of sales leaders and AEs at our booth. Many of them were trying to find ways to better coach their teams, track outbound call center KPIs, and consolidate as much information in HubSpot as possible. Our team noticed that across the board, people were really curious about Dialpad Ai and how they can incorporate artificial intelligence into their sales process.

    Big kudos to the HubSpot team for putting on a great event. Y’all ran a tight ship. Excited to see what next year brings!

    Meet a Dialer: Caitlin Cuccio, Business Development Manager, Austin https://www.dialpad.com/blog/meet-a-dialer-caitlin-cuccio/ Wed, 09 Oct 2019 07:00:00 -0700 https://www.dialpad.com/blog/meet-a-dialer-caitlin-cuccio/ What did you study in school? What was your major?

    I majored in Communication Studies with a minor in Business. Mostly looking for the quickest way out so I could start working on my career. With a lot of summer courses I was able to complete my degree in 3 years and started in management.

    Where are you from?

    A swampy town in Southeast Texas on the banks of the Neches River. Port Neches, TX! It’s closer to Louisiana than any other major Texas city.

    What do you do at Dialpad?

    I manage the outbound Business Development team for mid-market segment. We are paired 4:1 and directly support the mid-market AE teams for East, West, and Central territories.

    How did you get into your career?

    I was a BDR for years and realized the best part of my job was onboarding and training new team members for the role. I quickly became a team lead and started taking on more responsibilities. I took the leap with applying for a BDM position to continue my career. Since starting it’s been everything I imagined. Fast paced and always changing. Keeps you on your toes and ready for whatever happens next (because something is always happening). We’ve grown by 7 reps in my 2 months of being here and we don’t plan on slowing down.

    What drew you to Dialpad?

    I chose Dialpad for the possibilities. To me, Dialpad is a place I could see myself growing with a company that is on a fast track to changing how businesses use enterprise phone systems. It’s an exciting product that can actually better the way we communicate and scale businesses. I couldn’t help but think of the “what ifs” if I didn’t jump at the chance to be a part of something bigger than myself!

    What’s been your favorite project at Dialpad and why?

    Working with the Sales Directors on ways for our reps to work better together. Setting up structure around 1:1s and prospecting into accounts makes the relationship between BDR/AE a lot smoother with known expectations.

    What advice do you have for people who are just starting out in your field?

    Don’t give up! The BDR role is definitely a grind and often thankless when starting out. Be aware of your personal brand and know it will follow you through a company. Be eager to move up in your career but also master the BDR role (inbound and outbound) before expecting to get to the next level. MOST IMPORTANTLY: Don’t be afraid to JUMP! If the opportunity is there take it and don’t look back.

    What 3 things are always on your desk and why?

    Money tree: reminder me I growing all the time. My friend, Cory Smits, gave this to me as a parting gift. I ended up at Dialpad with him and he’s taught me everything I know!

    Nail file: Help me think and keeps me from messing with my fingernails!

    Foot Guy picture: This is a picture I received from a prospect in my first few months as a BDR. He’s a source of humor and reminds me that it's not that serious all the time!

    Our Business Development team is growing! Learn more about the team and where you can make an impact.

    Meet a Dialer: Alicia Brewer, Business Development Manager, Austin https://www.dialpad.com/blog/meet-a-dialer-alicia-brewer/ Mon, 07 Oct 2019 00:00:00 -0700 https://www.dialpad.com/blog/meet-a-dialer-alicia-brewer/

    What did you study in school? What was your major?

    Mass Communication and Journalism at Arizona State.

    Where are you from?

    Seattle -> Phoenix -> Denver -> Atlanta -> Austin.

    What do you do at Dialpad?

    In short, I work with my Director and fellow Business Develop Manager to grow and develop BDRs to become successful sales reps. I help with the hiring, day-to-day development, on-going training and promotion preparation. I’m lucky where I walked in to a team of passionate reps who are hungry and motivated. They welcome the feedback and are directly impacted by the product we sell as they use the real-time coaching feature built into Dialpad. It makes my job easier to be able to hop on and listen to calls or to have them recorded and listen to it later. A BDR’s job is tough and my goal is to coach them how to do it well as it’s a skillset they’ll use for their entire sales career.

    How did you get into your career?

    I’ve been in tech for 9 years and have been a BDR, Account Executive and had a great mentor from a previous company who gave me a team lead position. I loved sitting with the team, strategizing on ways to get into accounts, share best practices and help with bringing on and training new team members. I knew then that developing others, as well as helping them get to their next career step, was a passion of mine. I shared that passion and was given an opportunity to lead a Business Development team in Austin.

    What drew you to Dialpad?

    I promise that these answers aren’t reviewed by my manager! My biggest draw was definitely the people and my direct manager. I knew I wanted to be in an environment that fostered creativity, welcomed input and was fast-paced. I get all of that at Dialpad and I get to work for someone who wants to mentor and develop myself to reach my career goals. The icing on top is that Dialpad is a product that I was able to picture myself using as a manager and a rep! The team is passionate about Dialpad because the product is ground-breaking and the only one of its kind on the market. I guess you can say that the leadership, culture, and product drew me to Dialpad and I’m glad it did!

    What’s been your favorite project at Dialpad and why?

    I’m about 3 weeks in but have hit the ground running! I’ve been asked to help with hiring our BDR team in the Philippines! This is great as we’ll have a hand in hiring for 24-hour sales support! I have the opportunity to interview these candidates and eventually work with our international team. It’s been a lot of fun to watch their video interviews and I get the chance to work with many different departments internally!

    What advice do you have for people who are just starting out in your field?

    Embrace change. Embrace the grind. Technology is ever-changing, so it makes sense that your environment changes as well. I learned early that I need to be comfortable with knowing that no two days will be the same. That’s a big reason I love this field! You’re given the freedom to run your day as you see fit in order to hit your goal. Sales and business development requires self-starters and people who can manage their time well. I learned that the days can be long, tough and frustrating, but the reward is high! If you don’t want every day to be the same, want to come in with a “work hard” attitude and can accept change, this is a great career field to be in!

    What 3 things are always on your desk and why?

    Water. My planner (Yes, I still write in a planner). More water. All are necessities to help me stay focused and hydrated.

    Our Business Development team is growing! Learn more about the team and where you can make an impact.

    Dialpad attends the NSBE Professional Development Conference! https://www.dialpad.com/blog/nsbe-professional-development-conference/ Tue, 15 Oct 2019 01:00:00 -0700 https://www.dialpad.com/blog/nsbe-professional-development-conference/ Dialpad’s Diversity and Inclusion team is committed to expanding diversity within the company and giving back to the community in ways that expand access to the technology startup world. We learned about the National Association of Black Engineers (NSBE) earlier this year while participating in one of their local STEM events for children in Oakland, CA. After that amazing experience, we decided to attend NSBE’s Fall 2019 Professional Development Conference (PDC) as a sponsor.

    First-timer's experience

    NSBE’s Fall 2019 PDC was Dialpad’s first time attending. As such, we had a lot to learn about NSBE, the PDC event itself, the attendees, and where we fit in the mix of things.

    While identifying and connecting with qualified candidates was our primary objective, we also wanted to provide value that would help attendees walk away with more knowledge about engineering in the tech space.

    4 lessons learned

    1. There are many tech companies committed to increasing diversity. During the career expo, we had a vendor booth among other tech companies like Amazon and Facebook.

    2. Giving and getting the most value from a relationship with a professional organization such as NSBE takes time and participation. We continuously prepared our approach to the conference and how we would best serve those that attended.

    3. We were surprised by the level of concentrated talent at this conference versus the ones that we have attended in the past. It’s important to be very clear on what types of engineers you are hiring for as an employer.

    4. When you’re a sponsor, swag matters. We brought along standard conference swag such as pens, notebooks, but also brought our high-quality socks, imprinted with the Dialpad logo. Who knew these would be such a conversation piece?

    Future plans

    After participating in PDC and volunteering for a local NSBE chapter, we are committed to diving deeper into our relationship with NSBE through upcoming opportunities over the next year. We have been in touch with dozens of engineers that attended the conference with the hopes of turning them into Dialers in the near future.

    Dialpad is growing! Learn more about the team and where you can make an impact!

    Selling made easier: A voice renaissance in sales https://www.dialpad.com/blog/voice-renaissance-in-sales/ Thu, 24 Oct 2019 00:00:00 -0700 https://www.dialpad.com/blog/voice-renaissance-in-sales/ The telephone has always been important to sales teams. But because of the costs and complexities of maintaining old on-premises phone systems, it faded into the noise of the organization—managed by IT and outside of Sales’ control. It had become a commodity that organizations assumed had reached the end of its evolution. Like water or electricity, it was critical for survival, but only ever thought about when it wasn’t working.

    This is changing—sales organizations are becoming more comfortable with modern sales engagement technology, and cloud phone systems are also becoming easier to manage.

    To help us understand the current state of voice in sales organizations, Dialpad partnered with Deloitte to survey sales leaders and determine the impact of the telephone on modern sales organizations.

    The findings are clear. The telephone is having a renaissance.

    Sales leaders are looking for technology that makes it easier for reps to engage with clients and prospects. Combining the phone system with text messaging, video conferencing, CRM integrations, and artificial intelligence capabilities creates a powerful tool that can drive better sales calls, improved coaching, and faster ramp time.

    In short, the phone system is making it easier to sell again. Download the full report to see learn more about voice technology’s renaissance in sales.

    How Dialpad uses AI to drive our own sales success https://www.dialpad.com/blog/voice-technology-sales-success/ Tue, 29 Oct 2019 00:00:00 -0700 https://www.dialpad.com/blog/voice-technology-sales-success/ A quick Q & A with our SVP of Enterprise Sales, Dan Thompson

    In our recent State of Voice in Sales Report, we learned that sales leaders not only see voice calls as the best way to reach customers, but that they are looking for technology that enhances these conversations through real-time coaching, live recommendations, and real-time call analytics.

    To drive that point home in a practical way, we interviewed our own SVP of Enterprise Sales, Dan Thompson, to discuss how he uses voice technology within his own team, and what he sees for the future of sales AI technology.

    Do you see a higher level of sales success when the primary channel is voice?

    Dan: Absolutely. When it comes to sales engagement—discovery, qualification, creating value, and negotiation—those aren’t things you typically want to do over email or text messaging. Those who have been successful in sales have embraced voice as their primary method of contact.

    What is the biggest challenge voice technology helps your teams overcome?

    Dan: It depends on the role. For our BDRs, it’s ramp up time. They’re talented, but they lack much sales experience. Dialpad Ai, our artificial intelligence technology, provides real-time guidance and puts guardrails up to help them get up to speed faster—by about 30-40%. Moving further upmarket to inside sales and field sales, it’s about getting insights as to what’s being said on the call and identifying and addressing areas for potential coaching.

    What key insights has Dialpad Ai Sales helped you understand, that you may have otherwise missed?

    Dan: Here’s where it gets really interesting. While you can look for specific keywords and moments in conversations, Dialpad Ai's Custom Moments feature will surface things you aren’t necessarily looking for, but are important to the sale. New competitors entering the market and potential partnership opportunities are just a couple of real-world examples we’ve seen here at Dialpad, well before they would have bubbled up through the traditional feedback loops.

    What does the future of sales tech look like?

    Dan: One thing that’s being talked about in my circles is predictive selling—knowing who to call based on the data you’ve accumulated. The data you get from conversations will eventually give you a very clear picture of who you want to sell to and what the best way to sell to them is. I also think we’ll see a renewed focus on sales fundamentals and core selling skills—technology has done a lot to enable the modern seller, but at the end of the day it’s the organizations who embrace both technology and the human element that will gain and edge and win in their markets.

    Curious about our findings on the state of voice in sales? You can find the full report here.

    New day, new logo, new Dialpad https://www.dialpad.com/blog/new-day-new-logo-new-dialpad/ Wed, 13 Nov 2019 11:09:00 -0800 https://www.dialpad.com/blog/new-day-new-logo-new-dialpad/

    Almost a year ago, we started that long—and sometimes perilous—journey of creating a new logo and new look. If you’re a CMO, you begin the process thinking that it’s your glory moment and then, somewhere along the way, wonder if you’re on a high-speed train headed for your own demise. In truth, for me, it’s one of the most intellectually interesting parts of the job—and in all seriousness—indubitably important to the company.

    So, why’d we do it at Dialpad? We knew that our growth was strong. We knew that we were rapidly expanding market share. We knew that some of the world's most modern companies use Dialpad. However, our brand was starting to feel—not so modern. So we set out to create a look that reflected our continued commitment to giving customers the best possible business phone system on the market, while simultaneously emphasizing the continued relevance of conversation in an increasingly fractured and digitally disrupted world.

    At Dialpad, we continue to believe that conversation is our most important form of human interaction and that communication is an art, one that requires our utmost concentration and a clear point of focus.

    We wanted to develop a logo that reflected such a shift—away from a one-dimensional audio wave—to a new image that underscored more than just dial-tone; that the critical component is not just voice, but conversation. A smarter call doesn’t just come from a device. It comes from having context at your fingertips, whether that’s Salesforce notes, or whether that’s artificial intelligence features like voice transcription, natural language processing, and real-time assists for agents.

    Our new look was created to merge the best of Dialpad’s technology with the essence of what makes us human: the power of shared conversation. So, thank you for continuing on this journey with us and be on the lookout for a continued rollout across our products.

    5 ways your IT team makes your job easier https://www.dialpad.com/blog/five-ways-it-makes-your-job-easier/ Tue, 26 Nov 2019 11:43:00 -0800 https://www.dialpad.com/blog/five-ways-it-makes-your-job-easier/ For the most part, we don’t give much thought to IT. It’s a role that functions silently in the background, chugging along thanklessly until something goes wrong—then we blame them. Truth is, IT is the reason we can so easily come into the office, sit down, and start doing our jobs without any major technological hurdles. And without them we’d likely be tangled in an impermeable mess of Cat 5 E cables, fighting over what to name the office WiFi network we haven’t figured out how to set up yet.

    So we wanted to take a moment to appreciate IT—to highlight some of the extremely important work they to make our day go smoothly. Because, frankly, without them, it wouldn’t.

    5 ways IT teams make your job easier

    1. Provisioning

    You know when new employees come into the office on their first day have a desk, a computer, a working internet connection, an email address, a phone number, and everything they need to do their job? That’s provisioning. It’s a process that, depending on your role, can take weeks of planning and an airtight on-boarding process. And without that planning, it’s an absolute headache for everyone involved. So if you or someone on your team is ready to start killing it on day one, your IT team knows what they’re doing and you should buy them coffee sometime.

    2. Hardware and software procurement

    The amount of deliberation and consideration that goes into choosing the hardware and software you use on a daily basis would make most grown adults weep. There are technical requirements with endless feature list comparisons. Budget parameters which never seem to stretch far enough. Lifecycle planning and security concerns that force you to imagine and account for a seemingly endless number of possible threats. So next time you open your laptop, check your email, and start using the tools that you need to do your job, keep in mind that your IT team put a lot of thought into not only their IT strategy, but also every part of your workflow.

    3. Phone Systems

    For large global organizations especially, the enterprise phone system is an indispensable tool for so many different teams. If you’re using a modern one that’s based in the cloud, works on all of your devices, and doesn’t somehow call the accounting department every time you pick it up and start dialing, let IT know how much you appreciate it. They had the foresight to opt for one that isn’t stuck in a non-adjacent decade and that you actually want to use.

    If you’re one of the unfortunate few that are still using an old desk phone, the good news is that IT probably hates it, too. It’s making their jobs harder. And there’s a good chance that you probably won’t be using it much longer. We have a really good recommendation if you’re interested.*

    4. Security

    Encryption. Protocol. Privacy. Compliance. Organizations quite literally live and die by the security measures they implement. Some organizations can weather massive penalties and loss of customer trust for security failings and the misuse of data, but most would not. So while it’s something we may not see the inner workings of very often, you can be guaranteed that someone in IT is sweating something security-related.

    5. Networks

    The thing that connects all the other things and keeps the information going in and out of our computers and phones throughout the building and beyond. It’s more or less keeping our businesses open. Setting up a network can be a Herculean task and maintaining it isn’t easy, either. It’s in a constant state of evolution. And when something goes wrong, your IT team can feel the collective eyes of the company burning a hole into the walls of their cubicles. So when your office network is working without issue, know that IT is firing on all cylinders to make that happen. They sweat so that we don’t have to.

    We don’t recognize them enough, but IT people are absolutely integral to the proper functioning of any company. Their jobs are hard, require a tremendous amount of foresight and strategic thinking, and demand technical skills beyond most of our reach. Thank you, IT, for all the amazing work you do so that we can, too.

    Dialpad recognized as a leader among VoIP providers https://www.dialpad.com/blog/dialpad-recognized-as-a-leader-among-voip-providers/ Fri, 20 Dec 2019 11:52:00 -0800 https://www.dialpad.com/blog/dialpad-recognized-as-a-leader-among-voip-providers/ Here at Dialpad, we pride ourselves on being a valued part of our customers’ organizations. So, it was incredibly exciting when our customers recently recognized us as a leader among VoIP providers. This honor was reflected in G2’s latest Momentum Grid® report for VoIP—where Dialpad Talk (now known as Dialpad Voice), our business phone system, received a Momentum score that ranked us in the top 25 percentile.

    To provide a bit more context, G2 evaluates products and vendors based on customer reviews of the platform’s users as well as aggregated social, web, and employee data. This accumulation of feedback from real users offers an unbiased, comprehensive assessment of the product, differing from other reports based on the experience of an individual analyst. G2’s Grid Reports provide a quick overview of vendors in each category to help buyers easily identify the software that best fits the needs of their business and we are thrilled that our customers see value in Dialpad’s platform.

    From SaaS companies to law firms and enterprises to startups, Dialpad supports thousands of organizations worldwide and our reviews showed that! The reviews came from customers in a wide variety of industries and sizes. But don’t take our word for it, here’s what our customers had to say about voice calls with Dialpad:

    An enterprise customer in real estate wrote, “I enjoy that I’m able to call my clients who have overseas numbers, and the connection is extremely strong and clear when I’m talking.”

    A CEO of a small computer software company commented, “It's just nice to have a dependable virtual phone line to use for your business. Added bonuses include business hours, routing rules, managing your team, etc. The setup is quick and simple, allowing you to focus on more important aspects of your business.”

    Delivering the best product and customer experience is near and dear to Dialpad’s heart, and there is no better reward than reading all the glowing feedback and valuable suggestions from our beloved users.

    According to the G2 report, Dialpad Talk’s HD phone calls and business text messaging are some of our highest rated features. Aside from unmatched mobility, flexibility, and security, the ease of use and simple setup are two specific G2 categories where Dialpad significantly outperformed other VoIP providers. These favorite features are reflected in our reviews as well:

    “Dialpad is easy to use and intuitive. We started with Google Voice but moved to Dialpad to handle our business phone calls and texts in a more professional manner, and it works great!” -- Kevin, Director of Marketing and Operations

    “Easy to use, easy to call people, amazing product. Being able to make calls on all devices and switching between devices is my favorite feature.” -- Justin, Sales Consultant

    “Dialpad is very easy to use and I like how you don't need an actual desk phone since you can just use the app on your cell phone.” -- Margaret, Office Administrator

    Off Message with Keith Messick: Episode 02 https://www.dialpad.com/blog/off-message-with-keith-messick-episode-02/ Fri, 20 Dec 2019 15:11:00 -0800 https://www.dialpad.com/blog/off-message-with-keith-messick-episode-02/

    On this episode of Off Message, Keith, CMO of Dialpad, chats with the CRO of ServiceTitan, Ross Biestman, about the best practices in sales communication.

    Both dive into the tricks and tools that they’ve used in their careers to optimize their selling outreach and ultimately communicate to their customers. They discuss everything from how ServiceTitan trains new salespeople, to their first jobs, saddle shoes, and more.

    A look back: 2019 @ Dialpad https://www.dialpad.com/blog/blog-look-back-at-2019/ Fri, 10 Jan 2020 09:24:00 -0800 https://www.dialpad.com/blog/blog-look-back-at-2019/ We get it. The last month was kind of a blur. Okay, maybe the last couple of months.

    And that’s why we’ve rounded up the launches over the past year that helped make work... well, less work. From helping guide you towards the right answer to scaling your outbound sales teams, let’s take a look at the biggest updates that hit the Dialpad platform in 2019.

    From cold call to closed call with Dialpad Ai Sales

    Even closers need a little help getting there. So we built a phone system just for them—Dialpad Ai Sales—that combines all the core features that every rep needs to get the job done like reliable call quality and seamless instant messaging plus real-time coaching features for managers and AEs alike.

    Take competitor mentions for instance: with Real-Time Assist, reps can have battle card pop-ups appear as soon as someone mentions your competitor without having to fumble for words.

    JumpCrew slices sales cycle in half

    Speaking of sales coaching, JumpCrew is a great example of how coaching, and doing it right when your reps need it, can make a huge impact.

    With more than 400 employees, and sales making up over a third of their workforce, JumpCrew needed a reliable phone system to empower their teams to do what they do best: sell. As the company rapidly expanded over the past three years, the JumpCrew team set a lofty goal of hiring 100 sales reps in 100 days.

    Take a look at how making the switch to Dialpad helped them bring everyone together, keep track of all those interactions, and ramp their reps at scale.

    Actually do something with all that data

    If there was a theme for 2019 across businesses, it had to be data. Tracking it, mining it, and for some...losing it. Whatever category you fell into, there’s no denying that businesses in 2020 are going to have to start using all that data to move forward.

    So we looked at how we could help make that easier for customers and came up with a few different options. First, we revamped our call analytics platform. We made it more visually accessible and added search categories like call center stats on average hold times or CSAT survey responses.

    Next, we gave you the ability to aggregate all the key moments happening across your business—competitor mentions, customer inquiries—and we made it searchable.

    Better yet, we embedded the entire history of the interaction, including who handled the call, when it happened and what was said. Because how can you get any better, grow a team at scale, or know what your customers want if you can’t keep track because it happened over the phone? That’s where Dialpad Ai, our artificial intelligence, comes in to help surface the data you need to make those calls, whether you’re picking up the phone or managing someone who does.

    No PINs or pens with Dialpad Meetings

    With Dialpad Meetings, your 1:1s get a little more personality, thanks to HD video quality that lets you connect with your colleagues, prospects, and customers.

    And since we already had Dialpad Ai, it only made sense to bring it over to video conferences too. No one wants to fill out meeting notes templates... like, literally no one. And with Dialpad Ai, you don’t have to. Your entire meeting is transcribed for you and surfaced after the call so there’s never a question of “what just happened?”

    Bring it all together with business app integrations

    When you can bring together your tools, good work turns great.

    In 2019 we had the opportunity to partner with some amazing companies and products. Here are just a few highlights:

    • Salesforce High Velocity allows you to automatically transition leads to the next step in your cadence after your call completes plus lets cadences be branched off based on the call disposition logged in Dialpad (learn more about running a high velocity sales team)
    • Azure user provisioning (SCIM) to assign new Dialpad licenses from one central platform
    • HubSpot gives managers and reps the ability to see the full picture of their interactions straight from inside HubSpot plus activity history within the sidebar of the Dialpad app (mobile and desktop)
    • Zapier allows you to build time-saving workflows by letting your apps talk to each other

    And that’s a wrap for 2019! To learn more about these features, check out our Help Center and/or reach out to your dedicated Customer Success Manager.

    We’ll be back each month to highlight the previous month’s releases that help you connect, coach, collaborate, and work smarter plus best practices and success stories from customers like you. Until then, happy dialing!

    Off Message with Keith Messick: Episode 03 https://www.dialpad.com/blog/off-message-with-keith-messick-episode-03/ Wed, 15 Jan 2020 11:01:00 -0800 https://www.dialpad.com/blog/off-message-with-keith-messick-episode-03/

    On this episode of Off Message, Keith Messick, CMO of Dialpad, chats with the CMO of Mozilla, Jascha Kaykas-Wolff about how the industry generally thinks about marketing and why that perspective should be challenged. Jascha also talks about consumer’s personal data and Mozilla’s decision to stop advertising on Facebook due to the underlying principles that were important for him and the business to uphold.

    Friends don't let friends use outdated desk phones https://www.dialpad.com/blog/friends-dont-let-friends-use-outdated-desk-phones/ Thu, 16 Jan 2020 13:04:00 -0800 https://www.dialpad.com/blog/friends-dont-let-friends-use-outdated-desk-phones/ Right up there with cubicles, metal filing cabinets, fluorescent lights, and Phyllis from The Office is that cringeworthy black or gray desk phone — a constant reminder of unending voicemails and missed calls tethering you to your desk.

    If you’re reading this post, there’s a good chance you’ve left that world behind and are working with a coud phone system that gives you the freedom to take calls from anywhere, anytime. However, you may probably know some unfortunate souls who are still mired in the workplaces of the early '00s. If so, we would love to meet them! And you can make money!

    When you refer a friend via our new Dialpad Customer Referral Program, you’ll get paid out in cash when they become a customer. It’s simple: make an intro and we’ll do the rest.

    Need a refresher on who might be a good candidate? Think about:

    • Your local business store owners who have recently expanded and need a reliable, yet flexible business phone system.
    • Your friends that run a team of outbound call center reps who are having trouble hitting their quota.
    • Your family members in recruiting who are using their personal phone to text and call candidates, because their business phone limits their ability to do actual work.
    • Your old work colleague that recently switched companies and is looking to build credibility with an amazing, innovative phone system.

    Does anyone come to mind? Start earning cash today by making an introduction!

    Tough calls: Your boss https://www.dialpad.com/blog/how-to-communicate-with-your-boss/ Wed, 22 Jan 2020 12:33:00 -0800 https://www.dialpad.com/blog/how-to-communicate-with-your-boss/ There’s just no getting around it: you’re going to have to talk to your boss. And not just about their weekend or whether Disney+ is worth the hype (seriously though, is it?), but about the big stuff: your career goals, your growth plan, and what you need to do to get to where you want to be.

    But just because we know we should be doing something doesn’t make doing it any easier. And that’s where we can help. As a company that’s built a phone system for every sized business, we’ve learned (a lot) about workplace conversations and more importantly, how to have smarter ones.

    Below, we’ll provide best practices for navigating those tough albeit important conversations, whether it’s having a 1:1 with your boss, cold calling into a prospect, or seeing eye to eye with a colleague.

    Let’s look at six tips to having better conversations with your boss.

    6 tips for communicating with your boss

    1. Actually schedule a recurring 1:1 📆

    If you don’t already have a recurring 1:1 scheduled with your manager, that’s got to be your first step. Having a dedicated spot on their calendar that’s just focused on you and making sure that both of you are on the same page is h-u-g-e.

    There’s no way to have an effective conversation if both of you are completely in the dark of how the other is feeling. Recurring check-ins remove that cloud of doubt, keep you on task, and help establish a healthy working relationship.

    2. Set an agenda 📝

    If you’re already nervous about talking to your boss, walking into that conversation with absolutely no idea of what you’re going to say is a recipe for disappointment. Setting an agenda for the conversation helps establish expectations and gives your manager a heads up if the topic is going to require more people or resources to be meaningful.

    Not sure where to start? Here are a few ideas:

    • Your career plan
    • Your goals for the quarter or year
    • Feedback on where you can improve
    • Team-related questions
    • Company goals

    3. Stick to your agenda (as best you can) ✅

    So you’ve set an agenda and shared it with your manager—great. Setting an agenda is only half the task... Sticking to it is the real challenge.

    Remember that the time you get with your manager is precious and limited so it is important to keep yourself on track. Plus, having agenda items makes it easier to come out of the meeting with actionable next steps. Speaking of which, if your boss isn’t in the same location as you, having a tool that automatically generates a call summary can be a game-changer to keeping you both aligned.

    4. Be as transparent as possible 👀

    Unless they somehow developed mind-reading powers overnight, your manager probably isn’t as tuned in to how you’re feeling as you might expect. Much like how you’re in your own head about your day to day activities, your manager is in the same boat—multiplied by however many direct reports they have. It doesn’t mean they don’t care: it means they’re busy.

    So that means it’s on you to be upfront and honest about what’s going on, whether you’re hitting your goals or hitting a wall. And of course, every company and manager is going to have a different definition of “transparent” so you’ll have to gut check yourself before opening up but isn’t there some saying about a squeaky wheel?

    Tip: If you haven’t already, learn your (and anyone you work with) communication style and personality profile to break down communication barriers and have more effective discussions.

    5. Get comfortable asking for help 🤝

    🎶Help, I need somebody / Help, not just anybody / Help, you know I need someone, help 🎶

    Asking for help is crucial in both your personal and professional development. There’s not a single successful person that hasn’t asked for some help along the way. It’s not a sign of weakness, but it’s important to understand that no person is an island, and you still get to hold the trophy even if others helped you win the race.

    One study at Cornell University found that compliance—the rate at which people provided help to strangers that asked for it—was an average of 48% higher than the help seekers had expected. And those are strangers.

    Your manager’s job is literally to help you get better. But they can’t do anything if they don’t even know you need it.

    6. Remember they’re human 👱‍♂️👩

    Believe it or not, but your boss isn’t some hobgoblin or an infallible super-being. They’re just someone who’s tasked with doing a job. And unless you’ve managed people yourself, it can be hard to truly appreciate where they’re coming from all the time.

    So if they forget a meeting (which they will) or let something slip that they were supposed to tackle (which they also will do), just keep in mind that 99% of the time it’s because they’re busy and not because they’re trying to sabotage your success.

    It’s also important to remember that just like you, they also could be coming into the relationship a bit nervous about how to lead, how to handle the responsibility of someone else’s career path, and what their boss thinks of them. So breathe, remember they were once in your shoes, and just talk to them like they’re a person. Because they are—a person who really does want to help you.

    No workplace conversation is completely out of your grasp. Most of the time, it just takes a bit of understanding and patience to strike the right chord. And while this sounds trite, practice really does make perfect. The more at-bats you have with everyone: your boss, your colleagues, your prospect—the better you can be at learning how to navigate those conversations and the kind of impact they can have on your career.

    At Dialpad, we aim to not just connect people but also to share insights into how your conversations can shape the relationships you have with your colleagues, your managers, and your customers. To learn more about the ways Dialpad can help you learn more from your conversations, reach out to learn more!

    10 features to look for in a business phone system for midsize companies https://www.dialpad.com/blog/business-phone-system-features-for-midsize-companies/ Sun, 26 Jan 2020 13:55:00 -0800 https://www.dialpad.com/blog/business-phone-system-features-for-midsize-companies/ For many of us in contemporary society, texting and instant messaging have replaced calling as the preferred method of communication. In the business world, however, phone calls are alive, well, and thriving, thanks to the mobilization and globalization of modern companies. In fact, a recent report found that 92% of customer interactions still take place over the phone. And while the importance of business phone calls hasn't changed, what a business phone system means has transformed dramatically.

    A business phone is no longer just a device on your office desk that can connect you to another person on the other end of the line, it's also a platform that you can leverage to help you better communicate and collaborate with others. Numerous modern companies have already moved to cloud phone systems to keep up with the changing times, and more and more companies are planning to do the same.

    For midsize businesses looking to adopt a new phone system, here are 10 important features to look out for

      10 features to look for in a phone system for midsize companies

      HD calling (VoIP)

      The emergence of VoIP technology revolutionized the way business phone systems work. Instead of relying on a traditional landline, voice can now be transmitted through the internet using any device that has a broadband connection. Needless to say, the number one quality any business phone should possess is that it should have a stable connection and support crystal clear call quality. As so many important business conversations take place over the phone, having high quality voice calls is a non-negotiable for companies.

      In addition to retaining and often improving the quality of voice calls, VoIP services actually also help businesses save tremendously on cost and maintenance, since VoIP calls don’t require a physical phone system and can be carried out on any device that has internet connection. This eliminates the need to purchase physical phones and saves the IT team time on device setup and upkeep.

      Multi-party conferencing

      When it comes to a multi-person conference call on the phone, most traditional phone systems limit that to a three way call. A cloud or VoIP phone system with a built-in conferencing feature will allow many more extensions to connect. Since a lot of businesses nowadays have satellite offices and employees who work remotely, the conferencing functionality comes really handy for phone calls that involve more than three individuals who are in different locations.

      Many business phone services offer multi-party conferencing as an add-on feature through partnership with another provider. However, this often means managing two separate phone bills for the business and navigating two distinct platforms for the end users. A business phone system with built-in conferencing capabilities lets you launch a multi-party video call with the click of a button, making communication and collaboration simple and straightforward.

      Call recording

      Call recording is an extremely useful feature for business phones, whether it’s to remember a specific detail from an important discussion or for training and coaching purposes. A lot can happen during a business phone call and sometimes having the entire conversation recorded can serve as an official record for significant discussions.

      For customer-facing employees, an incredibly effective training exercise to improve call quality is to play back a call recording and then dissect the call. Finally, for companies and contact center teams that rely on verbal acceptance of products and services, call center recording is a vital functionality. Regardless of the purpose for the recording, it’s critical to give callers notice that the conversation is being recorded for legal reasons. Dialpad’s call recording feature gives you the option to enable a prerecorded prompt that notifies callers once a call begins to record.

      This comes in handy to help callers abide by legal regulations because it’s easy to forget to let others know that you are recording the call. Learn more about call recording disclosure here.

      Local and international availability

      Nowadays, many midsize companies not only have regional and international offices, but also customers all over the world. A business phone system that enables you to have local and international numbers can help build your brand and establish credibility in the regions your organization operates. Some business phone providers like Dialpad also offer low international rates so that conversations with clients overseas won’t cost you an arm and a leg.

      Plus, you get a breakdown of the cost associated with those international calls, so you can gain more insight into where the calls are being made, who is making them, and how much the business spends on these calls month over month.

      Call analytics

      A great business phone should be an intelligent phone system that can help you get better at what you do, and no other features embody that more than call analytics and artificial intelligence. For many companies, call data is a great resource for improving customer service and reaching call center KPI goals.

      Business phone systems with AI capabilities and call analytics help to provide critical insights for various teams within the organization. From tracking trends to coaching employees, call analytics and artificial intelligence are two extremely useful—but often overlooked—features in business communications.

      For instance, with Dialpad’s call analytics feature, sales managers can uncover real-time insights into how conversations are unfolding and see how specific keywords are trending over time. Customers like MarketStar have leveraged these insights to better coach their sales teams and close more deals.

      Virtual receptionist

      Whether it’s to route incoming callers to a specific department or to inform them about holiday hours, a virtual receptionist or auto attendant is here to ensure that all inbound calls to your business are properly responded to. True to its name, a virtual receptionist serves as a stand-in receptionist when your staff is unable to answer the phone or when someone calls during off hours. In addition to upholding your company’s professionalism, the virtual receptionist will also assist in providing a positive experience for customers and prospects who reach out.

      Many business phones’ virtual receptionist function also comes with a myriad of customizations to further ensure that the caller has a pleasant and smooth experience. For example, Dialpad’s virtual receptionist allows you to record and play personalized greetings by department so callers know that they’ve reached the right person.

      Call forwarding and routing

      An advanced call forwarding feature helps to ensure that no important inbound call goes unanswered. With call forwarding, you can have the call automatically sent to another number if you are unavailable. This can save the day for sales teams. For example, you can set for your calls to be forwarded to your manager if you are out of the office. If an important prospect calls during the time you are away, your manager can help to take care of business. In some situations, sending your prospect to voicemail could cost you the deal.

      Call routing typically works in conjunction with the virtual receptionist functionality. Essentially, call routing helps to sort incoming voice calls and direct them to a specific line or voicemail based on predetermined rules. You can set rules for routing depending on time of day, day of the week, location, and time zone. Thanks to this feature, callers can now find the information, department, or person they are looking for with ease.

      A great business phone should enable you to create a great experience for your callers, and both call forwarding and call routing help to achieve that.

      Call blocking

      More than just an annoyance, incessant spam calls that clog up your business line can be extremely disruptive to your workflow and productivity. A business phone system that can help you filter out robocalls from the callers that you actually want to hear from is extremely helpful.

      Dialpad, for example, takes a multi-layered approach to call blocking. Automatic spam blocking leverages the spam score tied to inbound calls to determine whether or not to allow the call to reach you in the first place. Then you have the option to set rules for inbound calls coming from “anonymous callers” or callers not currently in your contact list.

      One of the additional options is IVR screening, which asks the caller to state their name before being connected. Finally, you also have the option to mark any other new, unsaved numbers as spam or block the numbers needed. At the end of the day, having advanced call blocking functionalities on your business phone can save you time from dealing with robocalls and let you fully concentrate on things that matter.

      Business app integrations

      Many employees in modern midsize companies toggle between a wide array of desktop mobile apps on a daily basis, and your business phone certainly doesn’t need to be part of the mix. Instead, a great business phone system should be able to help streamline your workflow, and one of the best ways it can do so is by integrating well with the other business applications you use often. For example, when you integrate voice with your sales productivity tools or customer engagement software, you're able to have a single place to interact with your customers regardless of how they reach out to you. Voice is where people go to have their highest value conversations, and so having that integration already puts you ahead of the game.

      Mobility: Any device, anywhere, anytime

      We live in a time where the number of remote workers are on the rise and the overall workforce is more mobile than ever before, which means that mobility is no longer just a nice-to-have, but a necessary feature for modern business phone systems. A company’s business communication platform should not be confined to the desk at the office, as employees should be able to access their business phone line on any device of their choosing regardless of where they are.

      It demonstrates both professionalism and consistency when your business associates can connect with clients using the same business phone number even if they are working in the comfort of their own living room. A softphone like Dialpad enables you to make phone calls without using an actual, physical phone. With the software application installed on the laptop, the cell phone, and the tablet, each of those smart devices could easily serve as the business phone line to make or receive calls.

      More advanced features such as simultaneous ring and call flip further facilitates mobility. When simultaneous ring is enabled, all of the connected devices will receive notification for an incoming call, and the ring will stop once the call is picked up on one of the devices. If you happen to be on your tablet when an important business call came through and you need to use your laptop for the conversation so you can see your notes, you can still pick up the call on the tablet initially and use call flip to seamlessly switch to your preferred device at any time.

      More and more people around the world are working remotely at least once a week. Companies vying for top talent should work to accommodate the growing remote workforce. To do so, investing in a business phone system that facilitates the ease of telecommuting is a must.

      For midsize companies, these are 10 great features to look out for as you consider a new business phone provider. We invite you to check out and learn more about Dialpad's business phone system!

      Filler words are your friends https://www.dialpad.com/blog/filler-words-friends/ Wed, 29 Jan 2020 10:55:00 -0800 https://www.dialpad.com/blog/filler-words-friends/ Have you been told to use fewer filler words? Do you feel self-conscious about your filler words when you read transcripts or listen to recordings of yourself speaking? You may be worrying needlessly: filler words can sometimes be friends.

      What are filler words?

      Every language has filler words; we use them every day in conversation. Some English examples are:

      I’d love to go to the party tomorrow, but I, um, already have plans.1

      I want to make sure we’re, you know, on the same page and everything.

      When you have work to do, it’s not always easy to, like, find the motivation to sit down and do it.

      Google “filler words,” and you’ll be bombarded with blog posts, listicles, and editorials; none of them positive. We love to hate filler words.

      And it’s true: we don’t want to hear them in speeches, scripts, or research papers. But, as a linguist, I hope you do use them in conversations. To understand why, let’s take a brief dive into some basic linguistics.

      Form and function

      You may have noticed that some of the examples above are words that also do other things in English—they only moonlight as filler words. For example, the word like does a lot of overtime:

      I like cats. (verb)

      That dog looks like a cloud. (preposition)

      Like, the building is really old, is what I’m getting at. (particle)

      My dog is, like, super needy. (discourse-marker)

      And I was like, “Why would you do that?” (quotative)

      This word has one form (like), but many functions. Linguists call this form-function asymmetry, and it happens in every language. All it means is that a given word or phrase can serve different purposes in different contexts.

      So, obviously we can’t get rid of like entirely, because it serves many functions.

      Filled pauses

      The function that like and its ilk serve even in their capacity as filler words is also important.

      Let’s return to this sentence:

      My dog is, like, super needy.

      Here, like’s function is to be a filled pause. Filled pauses are integral to spoken conversation: using one holds the floor for you to express yourself clearly and correctly. It usually tells the listener: I’m not finished my thought, hold on just a minute while I express it in the clearest way I can think of.

      A filled pause can also emphasize the emotion or severity of what we’re about to say. For example:

      Um, did you really just say that to me?

      Here, the speaker is shocked and/or angry about what someone has just said. The um indicates that what was said was so inappropriate that the speaker needs a beat to process it.

      Backchannels and affirmatives

      Another type of filler word, the backchannel, is used mainly in interactional contexts. A backchannel’s function is to be used by the listener rather than the speaker, and it usually lets the speaker know: I’m paying attention to what you’ve said so far; please continue. For example:

      Speaker 1: So what he said to me was that they were trying to find a distributor for the materials, someone who could get those out to us quickly, and then we would be able to create and ship the order.

      Speaker 2: Uh-huh.

      Speaker 1: So once we can find a distributor, we'll know how long it will take to deliver the materials, and we’ll let you know when the order would ship based on that info. Does that work for you?

      Speaker 2: Yes. Thank you, please do keep me in the loop.

      The backchannel uh-huh conveys important social and linguistic information to Speaker 1: it says that Speaker 2 understood them, and doesn’t want a turn speaking yet.

      As if that weren’t enough, form-function asymmetry strikes again: Speaker 2 could have used uh-huh in their final utterance too:

      Speaker 2: Uh-huh. Thank you, please do keep me in the loop.

      This function of uh-huh isn’t exactly rare, either: in our own transcript data, at least 30% of the time a backchannel like uh-huh appeared in a transcript, it was actually being used to reply to a question in the affirmative. Of those that are used as affirmative responses, up to 65% of these occur with no other affirmative word in the preceding or following sentence—meaning that these words are the only indication that the speaker has responded “yes.”

      People sometimes expect filler words

      If you’re still on the fence about fillers, here’s another surprising fact: in some contexts, not using filler words actually makes people uncomfortable.

      A major struggle faced by individuals on the Autism Spectrum is having verbal interactions with others—but it can be difficult to pinpoint what exactly is “awkward” or “different” about their speech. Recent findings provide a hint about what’s going on: people with autism spectrum disorder (ASD) tend to use fewer filler words in conversations than neurotypicals do. (This difference disappears when those with ASD are talking to someone they know is actually interested in having the conversation.) That is, not using enough filler words in a conversation makes the interaction sound strange to neurotypicals—even though we don’t consciously realize that’s what’s going on.

      Why? The answer lies in the nature of a conversation: it’s interactional. That means we (usually) need to take conversational turns, we (usually) want people to understand what we’re saying, and we (usually) want them to feel good about their interactions with us. Filler words allow us to do all those things, and to do them without a lot of conscious thought.

      That means that there can be consequences to not using filler words. For example, potential clients tend to think of a sales call (learn more about sales call reporting) as a conversation about your product meeting their needs. That means they’re expecting filler words; without them, the interaction might be interpreted as scripted or overly rehearsed. These words—be they filled pauses, backchannels, or other discourse markers—are part of what we expect in a conversational context. Remove them, and you’ve changed the context to a more formal, less interactional one.

      So if you’re a conversational filler word fanatic, then like, just keep talking—or filling those pauses—the way you want.

      Bio: Shayna is an NLP Engineer at Dialpad, where she analyzes everyday language as it relates to Dialpad Ai. She received her PhD in Linguistics from the University of Toronto in 2017, with a focus on sociolinguistics and morphosyntax.


      1 All of the examples present in this post are fabricated, but are intended to represent natural language. We respect our clients’ privacy.

      References & Further Reading

            Top takeaways from the slopes https://www.dialpad.com/blog/takeaways-from-silicon-slopes/ Thu, 06 Feb 2020 09:19:00 -0800 https://www.dialpad.com/blog/takeaways-from-silicon-slopes/ This past week, 25,000 people gathered in Salt Lake City, Utah for Silicon Slopes, the fast-growing and indubitably interesting gathering of entrepreneurs, technophiles, product leads, and sales teams to discuss the latest and greatest in tech --and how new trends in the market will drive stronger teams, and products.

            This was Dialpad’s first year at the gathering, and we had some really fascinating conversations with IT leaders, CEOs and industry heads who are actively seeking a solution to their traditional business phone systems. At Dialpad, we like to say that we are in the early days of the telephone’s history, and it will be new technologies like Dialpad Ai—real-time coaching, voice transcription, and more—that will be the great differentiator for the most innovative companies. In the world of business text messaging and instant messaging, our most impactful customer experiences start with voice, making it more important than ever.

            Here are our key learnings/takeaways from Silicon Slopes:

            • Utah is the fastest growing state for new businesses, and the most successful businesses get there with the right tools to help them grow at the same pace.
            • Silicon Slopes launched a Utah-only venture capital fund to help local startups.
            • Political debates abounded at the event, event, featuring a mix of tech and policy.
            • The intersection of tech and education was a highlight of the event, both from the speaking sessions and throughout the event’s expo hall, tech arcade, and VIP film screening with Sundance.

            The Dialpad Takeaway: Silicon Slopes was an inspiring, valuable, and interesting experience. It was great to meet and share ideas with so many people in the same space and share how we can partner with companies such as JumpCrew and MarketStar to help them build their data driven sales teams.

            Release roundup: Call playlists + more work/life balance https://www.dialpad.com/blog/features-for-better-work-life-balance/ Tue, 11 Feb 2020 10:55:00 -0800 https://www.dialpad.com/blog/features-for-better-work-life-balance/ To say that we're always working behind the scenes here at Dialpad is an understatement. Any member of our team could tell you that.

            And sure, part of it is to build better products but the other part of why we're always pushing ourselves is because we know that business comms is rife with challenges—from how to better handle your 1:1 with your boss to call center coaching.

            But those are solvable problems and we want to be the ones that solve them. And while we're working to do just that, we get that not everyone will catch all the good stuff we're building.

            So that's why we're kicking off this in case you missed it series to make sure that, well, you're not missing out. From giving you more power to customize when your phone rings to building a library of calls to help coach your team, let’s take a look at what hit your Dialpad platform in January.

            Keep your greatest hits handy with playlists

            Whether you’ve got sales reps that nail objection handling or a popular feature request coming into support, managers can now filter their team’s calls via keyword search and add them to a playlist to listen to later or share with others in their org.

            Here’s how:

            1. Navigate over to your call analytics view
            2. Filter your search criteria by day, time, group, or even specific keyword said (think: competitor mentions or a product/service you offer)
            3. Toggle over to call log to dive into all the calls that match including the person that made or received the call
            4. Click on the call summary to expand it—which will give you not just the full voice transcript but also the ability to playback the audio (because what we say vs how we say it actually can be two different things)
            5. Once you’ve nabbed the right call recording, just select the + icon in the list view to add it to an existing playlist or create a new one

            Select Share on your call summary to snip your audio for just a portion of the call you need to share.

            A better work/life balance with personal working hours

            While we can’t help how many hours you work, we can help you manage your calls when you’re ready to call it a day with the Do-Not-Disturb feature and the ability to set personal working hours when you’re accepting new calls and when you aren’t.

            And when you’re off hours, you can set up an auto-respond text (SMS) that can let people know when you’ll be back in the office or who they can contact while you’re out.

            Expand your assistant's support with new permissions

            If you’ve set up an exec-assist pairing in Dialpad before, you know that your assigned EA can do things like:

            • Place or receive calls on the exec’s behalf
            • Manage the exec’s inbox (new notifications and voicemails)

            And that’s great but what happens if you need your EA to return a voicemail? If they can’t even access it well, that’s kind of a dead end. So we added the ability for executives to grant access to transcriptions, voicemails, and recordings. Plus we made some updates to the UI to give it a new look and feel ✨

            Thanks for stopping by 👋. To learn more about these features, check out our Help Center and/or reach out to your dedicated Customer Success Manager.

            We’ll be back each month to highlight the previous month’s releases that help you connect, coach, collaborate, and work smarter plus best practices and success stories from customers like you. Until then, happy dialing!

            Off Message with Keith Messick: Episode 04 https://www.dialpad.com/blog/off-message-with-keith-messick-episode-04/ Tue, 11 Feb 2020 16:34:00 -0800 https://www.dialpad.com/blog/off-message-with-keith-messick-episode-04/

            On this episode of Off Message, Keith sits down with Katy Keim, CEO of LQ Digital to talk about the lost art of the telephone and how it has become underutilized in the tech industry. Whether it’s a generational preference or a sheer distaste for the medium, Keith and Katy argue that calling people at the right time is instrumental to sales success.

            Learn more about LQ Digital here: https://lqdigital.com/

            How to be a successful remote employee https://www.dialpad.com/blog/how-to-be-a-successful-remote-employee/ Thu, 13 Feb 2020 14:50:00 -0800 https://www.dialpad.com/blog/how-to-be-a-successful-remote-employee/ If you’ve read any business headline recently you know: the future of work is here, and it’s starting with an ever-expanding remote workforce. The pros of being a remote worker have been talked about ad-nauseam: the convenience and flexibility, cost savings, positive environmental impact and productivity gained. But here’s what’s not talked about: with the exception of a fully remote workforce, being a successful remote worker is much more difficult than being successful as an in-office employee.

            While the tide is turning, there is a reason why the vast majority of the workforce still contends with their commutes and heads into an office most days. As someone who has been a remote employee and managed remote teams over the last 15 years, here is a roadmap for actually becoming a successful remote worker.

            6 tips for being a successful remote employee

            1. Over-communicate (and then communicate some more)

              There is no such thing as communicating too much when you work remotely. While I would never advocate for meetings just for the sake of meetings (a productivity killer if there ever was one) make sure that you have regularly scheduled 1:1s with your manager, skip level meetings with your functional leader, cross functional meetings with your counterparts, and catch-ups with your peers. Come prepared with a substantive agenda, but also with the intention to create your own “water cooler talk”. Like it or not, that is how information is shared, context around your business is learned, and connections are made. And often, it’s how visibility is ultimately gained.

              2. The channel matters

                Be available on every communication channel when you work remotely. If you aren’t, people will second guess your whereabouts and that is the single fastest way to lose credibility as a remote employee. But on top of just being available, understand how best to use different channels of communication for different purposes.

                Communicating on chat and email are preferred for quick exchanges where context or nuance isn’t vital. For everything else, make sure you work for a company with a great business phone system and video conferencing solution. These are the tools you should use for your most important conversations: those that require creative iteration, group discussions, or even difficult exchanges.

                3. Constantly drive alignment around scope and expectations

                  Subtle cues around your performance or expectations for your role can be missed if you’re not consistently face to face with your manager. Make sure you have the opportunity for these transparent and explicit conversations, and not just with the person directly managing you, but also with your group’s leader and your HR team. Ambiguity can be the downfall of many remote employees. A lack of clarity around your role or performance can make you anxious and your job untenable. For a remote employee, information is power, so be sure there is consensus around where you stand.

                  4. Don’t have a champion? Get some (including yourself)

                    Make it a point to find personal advocates at your company outside of your direct manager. Doing stretch projects for your executives, partnering with someone influential outside of your team on an assignment, or getting involved in special interest groups at work are just some ways to expand your network and gain visibility outside of your reporting structure. And don’t forget: the best advocate, and the single most informed person about your achievements, is you. If you’re not comfortable with evangelizing your contributions, they may be overlooked.

                    5. Whenever there’s a chance for face time, take it

                      Being a remote employee is great, but there is a reason why face time still exists. So when there are opportunities to come into the office or join your team at an offsite event, take it. If your company doesn’t offer the chance for face time, push to create the opportunity yourself. You, and your team, will be glad that you did.

                      6. Be available when others aren't

                        If there was only one tip I would give, this would be it. Being a remote employee may sometimes mean you have fewer opportunities to stand out, but you have more agility and flexibility than anyone else on the team. Use it to your advantage. Be available and respond during off hours when it’s important and works with your schedule. I’m not suggesting that remote employees be on call 24/7, but be strategic about how you use your time.

                        Check your email in the morning or in the evening when others are typically commuting, and if something needs doing, be the one to do it. You will literally be showing the business case for having remote employees, and you’ll be helping the team. This will help ensure your long term success and may just convince your organization to add more remote workers. And that's how remote work actually starts to work.

                        10 tips for building a successful startup https://www.dialpad.com/blog/10-tips-successful-startup/ Fri, 14 Feb 2020 12:56:00 -0800 https://www.dialpad.com/blog/10-tips-successful-startup/ Sales prospecting tips, techniques, and best practices https://www.dialpad.com/blog/sales-prospecting-tips-and-techniques/ Tue, 18 Feb 2020 11:47:00 -0800 https://www.dialpad.com/blog/sales-prospecting-tips-and-techniques/ Dialpad for Startups is here! https://www.dialpad.com/blog/dialpad-for-startups/ Wed, 19 Feb 2020 09:15:00 -0800 https://www.dialpad.com/blog/dialpad-for-startups/ Being a part of a community of innovative entrepreneurs and thinkers is embedded in our Dialpad DNA. Since the beginning, our ethos has been to iterate, perfect, move quickly and act nimbly. That’s why we created Dialpad for Startups—a program that provides immediate value for early-stage companies and the partners that fund and support them.

                        Dialpad for Startups covers the basics of business communication, with seamless and reliable voice calls, business text messaging, and video conferencing to leverage connections and expand customers. It’s ideal for supporting companies’ main phone number, sales and customer lines, instant messaging, and video calls.

                        The program also benefits startup partners like VCs, accelerators, incubators, and more, by allowing them to provide value beyond funding. Partners can empower startups with a video conferencing and cloud phone system—one that’s trusted by top investors and brands—that fuels productivity and growth while saving startups thousands as they grow.

                        We realized that some of our fastest growing customers were startups. In learning about their challenges and triumphs we discovered just how critical the need for effective and scalable business communication is from day one. They reinforced what we already knew—startups are hard! And we want to make the journey a little bit easier.

                        Funded startups (no required minimum) based in the U.S. or Canada with up to 25 employees qualify. And startups with over 25 employees can still take advantage of exclusive discounts—so all startups are encouraged to register. Applying for the program takes just minutes and once approved, startups can begin taking advantage of 10 free, lifelong seats of Dialpad Voice Pro (for business phone lines) and Dialpad Meetings Business (for video conferencing). As startups grow, discounts continue and companies that enter the program will never pay full price for any of our products, ever.

                        Even before we became Dialpad, our co-founders had a successful track record of starting and scaling businesses. So when they built Dialpad, they were sure to keep founders and startups in mind. “I know from experience that there are so many growing pains with building and scaling a company. It has always been my belief that your communications tools should not be one of them,” said Craig Walker, CEO of Dialpad.

                        Founders and early employees have so much to tackle in the first months of building a company—product development, understanding market fit, acquiring customers, hiring talent—that they rarely think about their team communications tools. Time and again, we’ve seen the negative effects that can have on a company’s growth trajectory. Our hope is that Dialpad for Startups can help alter that perspective.

                        Learn more about Dialpad for Startups and apply to become a partner or customer at dialpad.com/startups

                        Read the press release here.

                        Ditch context switching with Front + Dialpad https://www.dialpad.com/blog/why-you-should-reduce-context-switching/ Wed, 19 Feb 2020 10:45:00 -0800 https://www.dialpad.com/blog/why-you-should-reduce-context-switching/ Multi-tasking. Wearing more than one hat. Juggling. Call it what you want but the facts remain: working in an environment where you’re constantly jumping between tasks can take a serious toll on your mental health, quality of work, or even the ability to learn new things.

                        Why context switching is so bad for us

                        Where do we begin? For starters, the APA found that when we’re asked to context switch or take on more than one task at a time, we actually do worse at both tasks.

                        Some other supporting evidence of the real cost of context switching from Psychology Today:

                        • It takes you longer to complete the assigned tasks if you had to switch between them vs doing them one at a time
                        • The harder the task (i.e. more complex) the more errors you’re likely to make juggling between them
                        • Task-switching takes up 1/10 of a second but add that up in a single day and you’re looking at zapping up to 40% of your productivity

                        How (the right) tech can streamline your focus

                        Let’s admit it: workplace tech can be as much a blessing as it can be a curse. For starters, sometimes there’s just too much of it. On average, today’s worker is using an average of 9 different apps.

                        And while we get that some work really does require employees to juggle between multiple apps (anyone that’s ever worked in customer support knows what’s up), the point is that the right tech shouldn’t make you feel like you’re constantly jumping between apps or tasks.

                        Which brings us to our latest announcement: starting today, Dialpad + Front now work together to help make context switching, well, not a thing.

                        Dialpad + Front: An answer to context switching

                        With Dialpad + Front, teams can connect with customers without having to switch between apps (or even feel like they’re using more than one tool at a time).

                        Once your admin has added the Dialpad app to your Front account, simply select the Dialpad logo from your sidebar to be able to:

                        Interested in learning more? Click here to see it in action, learn more about support functionality, and get your FAQs answered.

                        Why support agents hate their tech (and how Kustomer + Dialpad are changing that) https://www.dialpad.com/blog/the-tech-your-support-agents-need-kustomer-dialpad/ Wed, 04 Mar 2020 12:03:00 -0800 https://www.dialpad.com/blog/the-tech-your-support-agents-need-kustomer-dialpad/ Here’s the most obvious statement of 2020: working in support isn’t for the faint of heart. Fielding the same issues over and over again (“did you try restarting your computer?”), playing therapist to an especially irate customer, juggling phone calls, chat, emails...can you really blame agents for feeling a bit worn out?

                        Of course not. And that’s why agent retention is such a tough thing to manage with up to 40% of agents end up leaving every year.

                        Your agents don’t expect you to solve all their problems—well, okay, the reasonable ones don’t—but what they do expect is that you’ll start to track the challenges they’re facing and that where you can, like in the case of the tech they use, re-evaluate the value it brings vs what it might be costing you.

                        Why your agents hate their tech

                        1. It’s not helping them get better at handling those tough moments

                          Many of your agents are spending a considerable amount of time with unhappy customers each day.

                          But how would a manager know that? How could they identify the calls where agents need some support? Or if they can’t be everywhere at once (who can?), how do they empower their agents to have the right answers at the right time?

                          2. It’s making them jump through hoops to find answers

                            Sure, not even the most seasoned agent is going to have the right answer every time. The point is that the answer is where they need it, one click away, so they can deliver it to your customer without having to put them on hold, transfer them to someone else, or even worse...send them in the wrong direction.

                            3. It’s adding more steps rather than taking them away

                              Today your tech should be working together to streamline data entry, number of clicks, number of windows, etc. because every click, every toggle of a new screen, every scroll...that adds up.

                              That means more time searching and less time listening to what your customers have to say, understanding the real reason they’re calling, and being able to give a thoughtful response at the right time.

                              How Kustomer + Dialpad built a better agent experience

                              Your agents are on the frontlines of your business. And while they’re responsible for knowing your product or service inside and out (already a hard enough feat) they’re also the ones that your customers judge the most; the way they answer questions or how quickly they’re able to get on the same page—all of this adds up towards whether or not that customer is going to keep doing business with you.

                              And that’s where our latest partnership aims to help: with Kustomer + Dialpad, your omnichannel customer service platform now includes an entire phone system, too.

                              With the Kustomer + Dialpad integration, agents can answer calls straight from inside Kustomer, with automatic caller ID detection that pulls up customer conversations and past histories.

                              Other supported features include:

                                The Dialpad app is available to connect from the Kustomer marketplace, or learn more to learn more about the Kustomer +Dialpad integration, supported functionality, and get your FAQs answered.

                                Release roundup: Partner launches and prioritizing your VIPs https://www.dialpad.com/blog/new-integrations-to-boost-productivity/ Fri, 06 Mar 2020 13:23:00 -0800 https://www.dialpad.com/blog/new-integrations-to-boost-productivity/ This month we doubled down on partnerships with integrations from Google Workspace and Front plus added an easier way to make sure VIP customers are reaching your support agents. Let’s take a closer look at what was released on the Dialpad platform in February.

                                Dialpad + Front: An answer to context switching

                                Dialpad + Front now work together to help make context switching, well, not a thing anymore. Teams can now connect their Front inbox + phone system without having to switch screens.

                                Available to download from the Front app store, the Dialpad integration allows you to:

                                Prioritizing your VIP customers

                                When VIPs call into your support team you want to make sure they get the treatment they deserve (and probably pay for). With Queue Prioritization, managers can create an ordered list of which Call Centers get first priority when calls come in.

                                🧠Did you know that you can create a label for phone #s assigned to your Call Centers and have that appear on the inbound call notification?

                                How Suite It Is: Google Workspace + Dialpad

                                Dialpad is now an available Google Workspace add-on; Dialpad is available for Gmail and Google Calendar users.

                                Dialpad for Gmail

                                Gives you the option to launch a Dialpad voice call or send a quick message from inside Gmail and to add your Dialpad video conference details to your next calendar invite. When you’re ready to hop into your meeting, just hit the Join Dialpad link.

                                But wait...there's more!

                                • We’ve made some improvements to both Android search results and your desktop app to make it easier to find what you’re looking for a bit easier

                                • Dialpad AI's contact center sentiment analysis triggers have gone through some re-working to be more accurate and capture those extreme moments (both positive and negative)

                                • We’ve made some tweaks to your transcriptions so we’re not including extra filler words like “um” or “uhs”

                                • Sales managers can now see when competitors defined in your company dictionary are mentioned on a call. Track mentions over time in your contact center analytics or drill down on a specific point in the call to learn about what your customers are saying

                                • Improvements to action item suggestions now help you focus on what's important to follow up on. Look out for moments in your call where a conversation around contacting, sending some information or setting up a meeting occurred

                                👋Thanks for stopping by! Interested in learning more about the above-mentioned features? Check out our help center to get your FAQs answered.

                                5 remote work tips from our remote team https://www.dialpad.com/blog/remote-work-tips/ Fri, 06 Mar 2020 15:22:00 -0800 https://www.dialpad.com/blog/remote-work-tips/ There’s been an unquestionable uptick in remote work over the past few years. That came as no surprise to those of us who have been following the trends.

                                However, threats associated with the COVID-19 virus have many companies accelerating their plans for remote work and expanding existing policies or implementing an entirely new framework.

                                Dialpad and Dialpad Meetings were designed from the ground-up to allow great collaborative work to take place, no matter where a person happens to sit at any given moment. As powerful solutions like these have always been at the core of how work gets done at Dialpad, we asked a few of our employees to share their thoughts on what it means to thrive while working remotely.

                                They offered their advice on everything from the importance of setting up a desk by the window, to setting clear boundaries with your family, to using a cloud phone system to stay connected and productive.

                                5 remote work tips

                                Tip #1: Jenny Moody, a Dialpad Billing Support Manager, who works out of her home office in Haleiwa, Hawaii

                                “My big tip is to make sure to put in the hours. Just because you’re home, don’t get distracted with quick errands or chores--which never finish--and will be waiting for you after work. If I need to drop my kids off at school, l put in an extra half hour of work later in the day.

                                It’s also important to set expectations for the rest of your family. I tell them, if the door is closed, it means we need to be quiet and most likely I’m on a video meeting or conference call. My family knows not to barge in.

                                Our motto at Dialpad is Do the Right Thing. I make sure to tell my team members to be honest and have open communication. I feel trust is so important when you work remotely. Don't jeopardize the relationship with your team, your manager, or your company. You are being trusted, and it’s a privilege...And don’t get distracted by social media--that will also be waiting for you after work!”

                                Tip #2: Mike Kane, Dialpad VP of Channel Sales, who works out of his office in Los Angeles, CA

                                “Leverage video calls as often as you can, as it really does help you stay connected and present. You’re able to communicate non-verbally as well as pick up on non-verbal queues. You can read body language, facial expressions, etc… without it, remote working is more challenging.

                                I typically travel each week but try to reserve Mondays and Fridays to work from home. I like it because it has good lighting, which is critical for video. And good acoustics. You’re on video a lot so your webcam lighting is important. That’s why I sit by the window. 🙂

                                And when working remotely, it’s really important to have the same routine as you would heading into an office each day. Establish your work space, establish the same start time, dress as if you’re heading into an office.”

                                Tip #3: DJ Gillit, a Dialpad Enterprise Sales Engineering Manager, who works in his home office in Thompsons Station, TN

                                “Because there can be so many distractions when you work from home, it’s important to set goals and priorities for getting things done while also keeping regular working hours.

                                When I think about remote work, I often use the phrase, ‘Don’t work like cattle graze.’ You have to set clear boundaries. Work should not blend into family time and the rest of your life. Most mornings, I help my kids get ready for school. But at a certain point, I transition into work-mode. I go upstairs and close the door to my office. I’ve gotten everyone comfortable with pretending I’m not there.

                                It’s critical to stay focused and knock out your work. I also make a point of having workspace separate from the places in my house where I relax.”

                                Tip #4: Josh Hynes, a Dialpad Senior Product Designer, who works from home in Carlisle, PA

                                “If you’re making a transition from working in an office to working from home, have a dedicated space. That definitely helps with work-life balance. Don't try to do it at your kitchen table. When you work from home, you’re always overworking. So this helps you close the door and walk away.

                                It’s also important to make connections with people. Find other freelancers, remote workers, or contract workers who live in your area. Meet up with them--even if it's virtually. If you make that first transition to working from home, it’s a good habit to have initially. For me, it was a culture shock to go from being surrounded by people all the time--to suddenly not.”

                                👉Dialpad tip: Here are our favorite virtual celebration ideas that you can try.

                                Tip #5: Kareem Agha, a Dialpad Regional Sales Director, who works remotely in Boston

                                “I’ve been working remotely with Dialpad for three years now. I’ve gotten so used to it that it’s not really any different from working in an office. I always make sure to wake up at the same time--just like I did when I was commuting. I think it’s very important not to change that. Every morning, I have the same routine. I drink my coffee, start work at normal business hours, and then set a typical schedule for the day.

                                However, since I’m not in the office, and there isn’t a common meeting space, I find it’s really important to do something social. It could be going outside, exercising, or talking to a friend. If you just sit in your house all day, you can turn into a little bit of a hermit crab. For me, it's really important to still have personal connections even if you’re not physically going into an office.”

                                So bottom line, everyone is different when it comes to what helps them the most with concentration and efficiency, but here are some tips that our very own remote employees have found extremely beneficial. Other productivity tips you can try include taking breaks, decluttering your workspace, and saving your video calls for the afternoon.

                                We hope some of this can give you inspiration and help you maximize your productivity when you work from home!

                                International Women’s Day: Owning your voice in the workplace https://www.dialpad.com/blog/international-womens-day/ Sat, 07 Mar 2020 22:34:00 -0800 https://www.dialpad.com/blog/international-womens-day/ In honor of International Women's Day, a time where we celebrate the social, economic, cultural and political achievements of women, we've asked women and allies--how do you find and own your voice in the workplace?

                                Surveying a handful of leaders, we pulled together a collection of what we thought were the most resonating and thoughtful responses below:

                                1. How do you find and own your voice in the workplace?

                                “I've found that reminding myself of my self-worth and remaining true to myself allows others to believe in you, too. Your voice comes when the respect is earned.”

                                Kathy Glassey
                                Director of Renewable Services
                                Monster Franchising, LLC
                                Monster Tree Service, Inc.

                                "I listen and observe when I'm in a new workplace, team or project. I get the facts by asking direct questions to those involved and consider how they respond. It's not just about finding your voice, but learning how to fine tune it to communicate effectively with each individual.”

                                Wendy Meli
                                Information Systems Manager

                                “It can be tricky to find your voice, when you're the only female voice in the room! I've learned that having a point of view that is backed by data or facts is key. Opinions that I can bring to the table based on my unique role in the business can shape decisions, but there's an underlying trust that those opinions are shaped by both my experience in the role and connection to our customers.”

                                Rachel Hocevar
                                VP of Customer Success

                                2. What is the best piece of advice you've received to get your voice heard in the workplace?

                                “Be confident on the outside even when you might not feel it on the inside. Don't look for outside validation. You can be trusted. Share what is coming through and don't apologize. Ask yourself: Would a man be asking for permission to share or would they just lay it out there and move on if no one else likes or supports his thoughts or ideas? Speak up! We need more innovators, creatives, and leaders.”

                                Jennifer Martin
                                Business Coach & Transformational Vacation Leader
                                Zest Business Consulting

                                “Speak up even if you are being talked over. This will happen initially because people may not expect you to opine. Just because it may seem like you can't get a word in, don't stop trying.”

                                Lily Toy
                                General Counsel

                                “One of the best pieces of advice I’ve received was to remember that everyone “hears” differently so research and know your audience then tailor your message. You have to often use a mix of verbal, written, and visual communication tools to be “heard.” I also love this advice from Ruth Bader Ginsberg, ‘You can disagree without being disagreeable.’ ”

                                Donna Bland
                                Golden 1 Credit Union

                                3. What advice would you give others to find their voice in the workplace?

                                “Make a concerted effort to speak up, at least early on in your career. It may be intimidating but it gets easier with time. Also, support other women who own their voice (or are working on it). Nothing encourages others more than complimenting them for speaking up. If we all do this, we'll have more women owning their voice.”

                                Lily Toy
                                General Counsel

                                “The squeaky wheel gets the grease. Meaning, you know the solution for the squeak is grease, because it’s a wheel. It’s persistently letting it be known exactly what is needed. In other words, to get your voice found and heard you’re going to have to ask yourself the contextual questions: who, what, where, when, why...You have to make sure that you're concise so that people can understand and trust they need to listen to you more.”

                                Wendy Meli
                                Information Systems Manager

                                “Slow down and start paying attention to your inner dialogue. You already have a voice, you probably just aren't giving it the microphone. Let go of the need for perfection. I promise most people have a ton of lousy and mediocre ideas before they land the jackpot. Speak up. Be willing to be a role model for others who are too shy to share.”

                                Jennifer Martin
                                Business Coach & Transformational Vacation Leader
                                Zest Business Consulting

                                “I would advise others to choose their words carefully. Words really do matter. First seek to understand before asking to be understood. Remember that the quality of your work speaks volumes and that silence always says something. That can be good or bad depending on the situation so always listen to the silence. I would also advise others to use their voice to make a positive difference in the world.”

                                Donna Bland
                                Golden 1 Credit Union

                                4. How do you think we can continue to support women in the workplace?

                                “Have those honest conversations with somebody and encourage them to strive for their best.. Always give constructive feedback. I always think of: What was the highlight, how can we fix this, what can we do to make this better? Always give credit where it is due and encourage them to proudly take it!!

                                Wendy Meli
                                Information Systems Manager

                                To all those who celebrate and support International Women’s Day, we hope that the journey towards finding and owning your unique voice never stops. With the right tools and some helpful career defining advice, we can all collectively work toward owning our voices in the workplace. We wanted to thank all the women and leaders who have taken their time to participate and share their thoughts. Happy International Women’s Day!

                                A work-from-anywhere approach: On doing the right thing https://www.dialpad.com/blog/work-from-anywhere/ Mon, 16 Mar 2020 11:14:00 -0700 https://www.dialpad.com/blog/work-from-anywhere/ I started at Dialpad two years ago and was quickly impressed by high employee engagement and an executive team that lived and breathed transparency and collaboration--under the heading “Do The Right Thing.” And for me, as a new working mother, I appreciated the company’s deep-rooted philosophy that work-life balance directly aligned with our products’ ability to allow us to “Work From Anywhere.”

                                Fast forward two years. As we started hearing more about COVID-19 over the past couple weeks, we knew that we needed to quickly embrace our core company values, and use our own products, to assist our team of global employees and help them remotely. We formed an internal task force and implemented a series of proactive steps:

                                1) On March 5, we communicated to our global offices that we would be allowing all of our 450 employees to work from home until further notice, and in turn, the global People Experience team, made up of People & Recruiting Operations, People Programs, HR Business Partnerships, Recruiting, IT & Facilities, and Office Operations, coordinated the transition from an in-person experience to a remote experience for interviewing candidates, onboarding new hires, and creating a positive for experience for current employees.

                                2) We quickly worked to identify what was and wasn’t working. We knew that many of our employees and interviewing candidates weren’t used to a full-time remote environment. So, we relied heavily on Dialpad's video conferencing functionality to simulate all in-person experiences--from face-to-face interviews, new hire onboarding, collaboration within our teams and cross-functionally, virtual water coolers and lunches, and CEO-initiated virtual office hours. In addition, all Dialers have been relying heavily on the Dialpad's instant messaging and text messaging to share information like company-wide announcements, ongoing initiatives and day-to-day responsibilities.

                                3) On Friday, Dialpad announced that we are expanding our job postings from specific offices to a Work From Anywhere policy. So, from this point forward, all new candidates would have the ability to apply for a job--not from a specific location--but from anywhere in the world.

                                4) And finally, today we announced a partnership with Crosschq-- a leading provider of digital reference checking--to help companies remotely and reliably talk, text, and video chat with job candidates, maintaining in-depth and personal interactions and interviews. This is part of an effort to help companies confront a changing workforce and hiring landscape by also bringing in partners like Okta and Glassdoor.

                                In a time of uncertainty, here’s what we do know. Dialpad is a company for the future workplace, the virtual workplace, where we can create, impact, collaborate, and produce results from anywhere. Although we miss our daily in-person interactions, we will together make the impossible possible, in virtually emulating that Dialpad experience of “doing the right thing.”

                                Let’s connect. Let’s reach new potentials. Let’s succeed. Until next time… Cheers!

                                Check us out at: www.dialpad.com/careers/

                                A case study from the trenches: Day 12 of working from home https://www.dialpad.com/blog/case-study-working-from-home/ Fri, 20 Mar 2020 10:50:00 -0700 https://www.dialpad.com/blog/case-study-working-from-home/ Two weeks ago, we asked all our employees to start working from home full-time. It wasn’t an easy decision, but given the environment at the time, and the fact that we’re a company that literally powers the ability for anyone to work from anywhere, it seemed like the most reasonable thing to do. Literally overnight, 450 Dialpad employees went from working in our offices around the world (in such places as San Francisco, Bangalore, Tokyo, Vancouver --and more) to working out of home offices, living rooms, studios, basements, and walk-in closets.

                                After almost two weeks of our new policy, here’s a mini case study from the trenches. My thoughts on what’s worked and the unforeseen challenges to us implementing an entirely remote workforce overnight.

                                What I’ve learned:

                                • Cloud communications are ready for prime-time.
                                  If anything, the past few weeks have shown me that remote work and cloud telephony are ready for prime time. Whether you’re using Dialpad or one of our competitors, I think this ill-timed and unwelcome mandatory WFH crash course is showing us what cloud voice calls / video conferencing / text messaging / instant messaging can do. And, I think it will have profound impacts on how we approach and think about remote work and education in the weeks, months, and years to come.
                                • Define a purpose for each communication tool you use internally.
                                  We’re probably like many other companies out there. We have a bunch of different tools we use to communicate different things. We use email, we text, post to our Wiki, Dialpad messaging for quick issues, and so on. The chaos over the past 10 days has forced us to ensure that we have a specific use for each technology we use.
                                • Over communicate with your customers and act with goodwill in times of need.
                                  Terribly profound statement, I know. But we created an effective business continuity plan and communicated it widely to our customers who are dependent more than ever on our ability to run our business and services. We knew that our customers and employees needed reassurance that we were operating as usual--and that we were open for business. We sent out communications to customers to offer assistance and quickly offered free use of Dialpad Voice Pro and Dialpad Meetings Business to anyone who needed a remote work system over the next couple months. And then followed up with an offer to existing customers of Dialpad Meetings Free—expanding call duration and number of participants.
                                • Offer guidance on how to maintain the same level of productivity.
                                  I have never worked from home in my entire life. I like the routine of getting up, going to the gym, then heading into the office. This whole stay-at-home thing is my living nightmare. We recognized that some people would be good at navigating the ambiguity and others (like myself) less so. We shared advice to managers and employees on how to continue their day-to-day workflow: make sure video is always on during meetings, have regular check-ins with your teams and collaborators, regularly update your status (if you’re unavailable note it in our systems), and make sure to follow a “normal” workday routine.
                                • Light up some virtual drop-in office hours.
                                  Your runs for coffee with a coworker, or friend, are on hold for a bit--we responded by creating “Always-on” virtual meeting rooms. People can hop in and out when they want to have a bit of fun, casual conversation, or just catch up. It’s been a nice way to break things up, and provide a way for people to “run” into each other. And some of the best interactions have included our CEO Craig Walker dropping in.

                                  This post will be part of an ongoing weekly update from the Dialpad executive team. It goes without saying, this is a difficult time for our employees and for all of us.

                                  Do startups actually need a cloud phone system? https://www.dialpad.com/blog/why-startups-need-a-cloud-phone-system/ Sun, 22 Mar 2020 22:26:00 -0700 https://www.dialpad.com/blog/why-startups-need-a-cloud-phone-system/ Communication across platforms continues to play an essential part in the way teams collaborate—especially in the current uncertain times we face today. And with most of today’s businesses being born in the cloud via services like email, CRM, and more, why not get your voice communications started in the cloud too?

                                  Here are 6 reasons startups need a cloud phone system as soon as they get up and running.

                                  6 reasons why startups should look into a cloud phone system

                                  1. Cost

                                  Cloud-based phone systems are inexpensive—especially compared to traditional PBX systems that require regular hardware updates. The average business spends about 30% of its total IT budget on obsolete cloud PBX services like updating devices, installing new lines, and other maintenance items—while small businesses like Mediasmith choose cloud vendors and see savings of 30-90%.

                                  2. Call quality and reliability

                                  High-speed internet and wireless LTE/5G connectivity paired with modern voice technology (including traffic shaping, WebRTC, and HD calling) mean that cloud-based business communications are every bit as reliable as a PBX system. Additionally, modern technology is available today to enhance and control call quality across devices (see number 4). Read how startups like Jungle Disk switched to the cloud and solved for call quality.

                                  3. Implementation and ease of administration

                                  A cloud-based business phone enables admins to set up and manage everything in just a few clicks. Plus, adding or removing offices or licenses can happen in seconds. All this results in fewer internal support queries, freeing up more time for startups to focus on what matters: growing the business. See how Acquia recovered 66% of their IT team’s time back on the cloud.

                                  4. Employee mobility

                                  Who doesn't have a cell phone nowadays? Why not leverage that? VoIP phone system users have the ability to call, text, and have virtual meetings with colleagues from anywhere, on any device. Plus, users have the same reliability whether on a desk phone or cell phone when their system is powered by a cloud telephony vendor vs a carrier. That’s exactly why Drizly moved their system to the cloud—their teams wanted to work only from their cell phones.

                                  5. Advanced features

                                  Features powered by AI like automated note taking, real-time voice transcription, and call recording only exist on cloud-based small business phone services. Plus, they tend to make it easier to integrate data across all systems of productivity (email, calendar, CRM, and more). And for needs like international calling, call quality can actually be better on a cloud-based system. Read how Charity:Water scaled worldwide on the cloud.

                                  6. Security

                                  Because so many employees use personal phones, most businesses don’t realize how much data they are losing until it’s too late. Protect those conversations and keep contact info stored safely on a cloud phone system while still allowing employees to work how they want on mobile. A cloud phone provider should follow the various IT security standards, like ISO/IEC 38500 and X.509 certificates. Ensure your cloud provider takes all the necessary precautions to keep your business communications safe, with security features like customizable retention and data ownership.

                                      Remote sales coaching tips: How to coach (and close) from anywhere https://www.dialpad.com/blog/remote-sales-coaching-tips/ Mon, 30 Mar 2020 13:30:00 -0700 https://www.dialpad.com/blog/remote-sales-coaching-tips/ When you’re sitting side by side with your reps at the office, it’s easy enough for them to give you a heads up when they’re heading into a call or need a little help. Depending on the acoustics in your office, there’s even a good chance you’ll hear them struggling before they even need to ask.

                                      But what happens when you suddenly don’t have the benefit of being there in person? How do you keep coaching when reps aren’t all in the same room? And how do you scale that effort effectively?

                                      If you’ve found yourself coaching remotely for the first time, we’re here to help. Check out some remote coaching tips that can help guide you through this new territory.

                                      What is remote sales coaching?

                                      Remote sales coaching is when a manager of a sales team (can be SDRs, AEs, any kind of sales reps, really) is helping those sellers book more meetings, close more deals, and improve their performance overall—while working from home or outside the office. Unlike in-person sales coaching, there's a different set of challenges here because you're not face-to-face with your salespeople, nor can they sit beside a more seasoned sales rep to shadow them.

                                      That being said, there are some useful tools and software that can replicate this kind of learning, even when you have a distributed team.

                                      5 remote sales coaching tips

                                      1. Gather up your ramping reps

                                      Every closer needs a little help getting there. And while your newest reps are going to have to practice their pitch with a little trial by fire, it doesn’t mean you can’t still keep an eye on how it’s going.

                                      Having a central place to keep tabs on their activity or even receive alerts when you need to step in, doesn’t just save your rep from possibly burning a bridge or sale but gives you a better idea of who requires more direct coaching vs who’s ready for primetime.

                                      2. Scale your efforts to save yourself from burnout

                                      As much as we’d like to think we’re built for juggling, real life isn’t some circus act. As a manager, your time is already stretched by demands from different areas of the business, not just your direct reps.

                                      If you can find a way to scale your sales training efforts, do it. And whether that means asking more seasoned reps to pitch in or leveraging more modern methods (like automatically pushing recommendations to reps in real-time), you’re less likely to feel like you’re being stretched too thin. Believe us: your sanity will thank you for it.

                                      But what does "scaling" actually mean here? For example, our sales team scales real-time coaching by using Dialpad's Real-time Assist (RTA) cards. These are essentially customized call pops with tailored notes on specific topics that automatically pop up on reps' screens when certain keywords are spoken:

                                      real time assist cards in dialpad

                                      This way, our managers don't have to personally coach every sales rep's call, but reps can still get the information they need to handle objections and other tricky questions from prospects.

                                      3. Cover your bases (and rep activity) no matter the device

                                      79% of reps use their personal cell phones for calls. Imagine the spike when they’re all suddenly working from home.

                                      When you’re not in the office, it’s much harder to enforce the use of company-issued devices. And you can’t coach calls you can’t track. That’s where the beauty of mobile apps come into play, especially ones that can log activity to your CRM.

                                      Modern cloud-based phone systems can route work calls to any device (or even handle them natively with apps), providing managers the same level of visibility, access, and control over calls on rep’s personal devices as that they’d have with calls coming in at the office.

                                      This also means that sensitive information, like prospect or customer details, aren’t just out there without any way to reel it back in. Cue your IT manager and a big thumbs up.

                                      4. Bring it all under one roof for smarter reporting

                                      Absolutely no rep is interested in manual data entry. In fact, there’s a very good chance that your reps are doing everything in their power to avoid it.

                                      Trying to change bad habits, especially when you’re not all in the same room, can be an almost impossible task… That is, without the right sales productivity tools and sales enablement tools working together.

                                      Improved call reporting and being able to integrate your reps' sales engagement activity through a coaching platform or CRM is a huge win for everyone involved. Your reps will love the fact that they no longer have to think about it, and you can weigh in on the best next steps to progress deals when you’re all pulling from a single source of truth.

                                      And, as a bonus, your boss (and their boss) will love that CRM adoption is up, data is reliable, and activities are easily trackable.

                                      Dialpad Ai Sales, for example, has CRM integrations with tools like Salesforce, HubSpot, and more to automatically log activities and interactions for reps and reduce manual work:

                                      dialpad's salesforce integration

                                      5. Make time for 1:1s with video conferencing

                                      One of the hardest parts of coaching remotely? Not getting that face time with your reps. Sure there’s email, text messaging, even a voice call….but it’s just not the same level of connection that you get when you’re face to face.

                                      Luckily you can use free video meetings tools like Dialpad to still get the feeling of being in the same room with one another even when you’re not.

                                      It supports our 1:1 meetings and team huddles, everyone feels like they’re still getting the time and attention they need from their managers to hit their monthly numbers:

                                      video conferencing using dialpad's communications platform

                                      Improve your remote sales coaching with Dialpad

                                      Having to go from in-office to anywhere coaching may come with a few bumps along the way. And while you figure out what works for you and your team, having tech that you can count on is going to make that transition that much easier.

                                      With Dialpad Ai Sales, our sales dialer and coaching platform, managers and reps benefit from an all-in-one platform that offers video conferencing, real-time coaching features, and reliable call quality no matter the device.

                                      Helping companies and communities stay connected during COVID-19 in Australia and New Zealand https://www.dialpad.com/blog/dialpad-talk-free-australia-new-zealand/ Mon, 30 Mar 2020 12:21:00 -0700 https://www.dialpad.com/blog/dialpad-talk-free-australia-new-zealand/ The way we live and work is changing in ways few of us could have anticipated, even just three or four short weeks ago. Companies are scrambling to implement business continuity plans that incorporate Work from Anywhere infrastructure. People are working fully remote -- many for the first time ever. In early March, we surveyed more than 100 tech and IT leaders, and less than 10 percent believed that their telephony system was prepared for remote work prior to COVID-19.

                                      For those who need to stay connected to colleagues and communities, we made the decision, as a company, that it was critical to offer help where we could. Yesterday, Dialpad announced that Dialpad Talk Pro will be free to anyone in Australia and New Zealand who needs a remote work system over the next two months. This builds on a similar commitment that we made in North America and Japan earlier in March.

                                      This was important to us because we knew that our phone system was easy to set-up. Companies can transition their workforce overnight--forwarding calls to personal devices or porting existing numbers into Dialpad. We also knew that many of our features could be especially helpful in this time: enabling medical providers to stay connected to patients; giving teachers the tools to stay connected to students and automatically transcribing those lessons; and helping businesses and support reps assist customers in need.

                                      Dialpad is a company built on the premise that technology enables people to seamlessly work from anywhere, wherever a high-speed internet connection exists. The promise of a modern, mobile workforce is critical now and will continue to be more and more important in the coming years.

                                      We are a global company, with offices around the world. For us, the ability to communicate, to engage in conversation, and to foster human connection is the essence of our business and the promise we make to our customers and communities. And we hope that you and your loved ones stay safe in this difficult time.

                                      Buzzword Bingo: Where fun and productivity meet https://www.dialpad.com/blog/buzzword-bingo/ Wed, 01 Apr 2020 09:00:00 -0700 https://www.dialpad.com/blog/buzzword-bingo/ Dialpad Meetings was built to solve one simple, yet very real, problem: how much conference calls sucked.

                                      So we set out to fix that.

                                      First, we started by ditching necessary downloads and making conferences accessible with just a simple URL.

                                      Next, we got rid of requiring a PIN to join and built all the behind-the-scenes security features needed to keep you safe.

                                      Finally, we ended tedious note-taking by embedding our artificial intelligence technology, Dialpad Ai, to do it for you - tracking and reporting what was said, by who, on every meeting.

                                      Not too shabby. People seem to like it.

                                      But what about the other elephant in the room? The fact that meetings can be...well, let’s be honest, boring. And who decided that a little fun was such a detriment to the working day? (And according to some research out there, adding a little bit of fun & games to your employees’ routine can actually improve productivity.

                                      And because we agree, we are excited to announce that starting today, every Dialpad Meetings comes with a little extra fun thanks to our latest feature: Buzzword Bingo.

                                      Buzzword Bingo: Like regular bingo but more #business

                                      To play, simply select the game icon from your conference sidebar to expand the board (you can click the same icon to close it, too).

                                      Whenever someone says one of your buzzwords, just check it off on your board (which is unique to you). Get three in a row and you’re a winner!

                                      To share with others, select the Share button to post to your Twitter feed or you can opt to take a screenshot and use the hashtag #UCBWB to share on other channels.

                                      Ready to play? Buzzword Bingo is already available on both our free and paid plans and will automatically show up on your conference sidebar. Talk about #synergy.

                                      Here’s to better meetings, now and in the future!

                                      Release roundup: Up your outbound and uncover coachable moments https://www.dialpad.com/blog/better-outbound-strategy-and-coaching/ Fri, 03 Apr 2020 09:29:00 -0700 https://www.dialpad.com/blog/better-outbound-strategy-and-coaching/ From a smarter way to connect with your prospects to getting the full story around your agent’s steps during a call, let’s take a look at what hit the Dialpad platform in March.

                                      Up your outbound with local presence

                                      Be honest: you see a number pop-up with some random area code... You answering that call? That’s what we thought. Which makes the job of the sales rep on the other side *that* much harder (and believe us, salespeople don’t need any more help in that area).

                                      With local presence dialing, sales managers can assign out a bundle of area codes to their reps’ call center to match the numbers of the prospects their teams are calling into.

                                      Managers can choose between a pack of numbers covering the top 100 metro areas, (around 80% of the US population) or the comprehensive pack which covers up to 98% of the US.

                                      With Dialpad’s local presence, every call is tied back to the individual rep which means if a recipient ends up calling them back, we’ll automatically route it to the rep that made the call (and not just back to the general pool). And if they’re not available, we’ll route to the next available rep in the contact center.

                                      *Local presence dialing is available on Dialpad Ai Sales plans and requires an additional purchase of local presence number bundles.

                                      Capture the screen, coach the agent

                                      When it comes to coaching support agents, we’ve got a number of options to make that easier (and more scalable) like sending push alerts when customer sentiment changes on calls to popping up Real-Time Assist cards based on keyword triggers.

                                      And starting today, we’re adding a new ability to record your agent’s screen once their call connects.

                                      The screen recording will be stored inside your Dialpad analytics call history tab and tied to your Dialpad Ai call transcription—which means you can easily toggle between what your agent said and what steps they actually took, giving managers the full picture of how and where they can offer up some tips for next time.

                                      But wait! There’s more…

                                      • With call analytics, managers can expand their search results to pull data on more than one user or group like a coaching group or call center

                                      • Need a reminder of who said what when you’re on-the-go? Now you can with embedded call summaries for Android (don’t worry iOS, you’ve already got this)

                                      • We nixed the trigger for “too many filler words” on your speech coaching pop-ups because after all... Filler words actually can be your friends

                                      • Support agents can now access the dashboard (and all the call center KPIs that live inside it) for every call center they’ve been assigned. Admins can turn this on from their call center’s advanced settings

                                      • We've added three new moments to your call summary to help you remember important dates (June 21), times (4:00 PM), and mentions of major currencies ($200)

                                      • Got a due date on an action item? Now you can see it called out in your transcriptions and highlighted moments, making it easier than ever to hit your deadlines ✔️

                                      • We’ve made some behind the scene changes to help improve the accuracy of your transcripts across all of our products
                                      • Call Center admins will now automatically receive an emailed summary with key call metrics from the previous week 📈
                                      “This Call is Being Recorded” - When and How to Notify Your Customers https://www.dialpad.com/blog/call-recording-disclosure/ Mon, 20 Apr 2020 11:25:00 -0700 https://www.dialpad.com/blog/call-recording-disclosure/ In good company https://www.dialpad.com/blog/g2-best-software-award-winner/ Tue, 21 Apr 2020 14:39:00 -0700 https://www.dialpad.com/blog/g2-best-software-award-winner/ Last week, Dialpad was honored to be named a winner of G2’s Best Software Awards for not one, but two products!

                                      Dialpad Meetings (formerly known as UberConference) was named one of the Top 50 Remote Tools while Dialpad was named one of the Top 50 Products for Sales.

                                      Each year, G2 ranks the best software companies and products based on customer reviews from thousands of real users. With over 57,844 software companies on G2, we are honored to have been granted spots on two “Top 50” lists. Dialpad is dedicated to providing the best products and customer experience, so earning high praise from our users is the ultimate prize.

                                      The Best Software Award lists are filled with exceptional products and we are happy to see some familiar faces, such as Okta and Clari. We like to keep good company and know that the power of our platform is amplified by partnering with fellow award winners.

                                      Okta, #1 on the Best Remote Tools List

                                      This leading identity and access management platform allows Dialpad admins to deploy in minutes, instead of weeks. Instantaneous deployment is even more critical as remote work continues to grow.

                                      Google Drive, #10 on the Best Remote Tools List

                                      Efficiency is the name of the game with our Google Workspace integration to create a powerful business communications hub. Users have access to all of the files, emails, and calendar events shared with your Dialpad contact. This allows them to focus on the conversion, rather than figuring out what was discussed on the last call.

                                      Clari, #22 on the Best Products for Sales List

                                      Clari wraps up all sales activity against an account into an easily digestible package. Dialpad calls, amongst many other signals, are logged and analyzed by an AI algorithm to predict whether or not a deal will close.

                                      Salesforce CRM, #39 on the Best Products for Sales List

                                      The Salesforce Dialpad integration turns the world’s most used CRM platform into an enterprise-grade phone system. Users have the ability to place and receive voice calls right inside the Salesforce while vital prospect and customer information is at their fingertips. This activity (including calls, text messages, transcripts, and call recordings) and call dispositions are logged within Salesforce for easy reference.

                                      HubSpot CRM, #44 on the Best Products for Sales List

                                      The power of HubSpot’s CRM platform combined with Dialpad’s modern phone system increases productivity and revenue for sales teams. Dialpad activities are synced to HubSpot records, so users see sales data alongside call activity for a more holistic view of their deals.

                                      We feel lucky to be on a list with tools that pack such powerful punches. Discover how Dialpad can have an immediate impact on your organization.

                                      Release roundup: Partner integrations and a better way to coach https://www.dialpad.com/blog/streamlined-and-connected-workflows/ Fri, 01 May 2020 09:30:00 -0700 https://www.dialpad.com/blog/streamlined-and-connected-workflows/ Sure, April showers may bring May flowers but we think we’ve got something that you’ll appreciate a bit more than some daisies: new integrations with partners like Salesforce and Outreach plus the launch of our Coaching Center and a revamped call summary design. Yeah, way better than a bunch of flowers.

                                      Let’s take a closer look at what was released on the Dialpad platform in April.

                                      Better together: Partner integrations

                                      This past month we partnered with a number of different platforms to bring your conversations (and the good data inside them) online with the other tools your team uses to drive productivity, stay connected, and engage with prospects.

                                      Salesforce High Velocity Sales: Improve reps’ productivity by allowing calls to be triggered from a cadence and by marking call tasks as complete after the call. Learn more.

                                      Outreach: Click to call within Outreach to launch Dialpad Everywhere and automatically sync call data back to Outreach. With Dialpad Everywhere, you’ll also gain real-time transcriptions plus recommendations that pop open when keywords are triggered (like competitors or pricing questions).

                                      Coaching center: A single view of rep activity ✔️

                                      Dialpad's Coaching Center gives managers the ability to review rep's calls, filter by specific moments, and provide post-call coaching, all from a central platform.

                                      Features include:

                                      • Master list of reps’ calls
                                      • Ability to filter by rep, disposition, moment, date/time, and more
                                      • Jump into the call summary in one click

                                      Paired with the new call summary revamp, coaches now have an easier place to review what was said, toggle over to review key moments that occurred, and even leave comments that stick to a specific moment during the conversation.

                                      The coaching center is available on every Dialpad Ai Sales account. You’ll need to have coaching access to leverage the new feature (your Dialpad admin can grant you this access).

                                      A new way to revisit calls

                                      We know you hate taking notes. It’s okay, pretty much everyone does. So having something like Dialpad Ai capture them for you is really clutch.

                                      But that’s only half of it—we wanted to make your call notes actionable, something you could come back as a resource not simply as a log of what was said.

                                      With the new call summary view, you now have the means to do just that—with more space to read or search through your voice transcripts, playback audio, filter by a key moment, or even leave a comment at a specific moment during your call.

                                      This new view is available on every Dialpad account regardless of plan type. Click into your View Summary link in your direct conversations to access or access it from your contact center analytics inside Dialpad.

                                      But wait! There’s more…

                                      We’ll be back next month with new updates and resources to share. Until then, happy dialing!

                                      Dialpad Ai Sales' coaching center: A smart(er) way to coach https://www.dialpad.com/blog/sales-coaching-center-launch/ Fri, 01 May 2020 17:03:00 -0700 https://www.dialpad.com/blog/sales-coaching-center-launch/ Connect, call, and close: Outreach + Dialpad https://www.dialpad.com/blog/integrating-sales-tools-to-make-selling-easier/ Mon, 04 May 2020 11:59:00 -0700 https://www.dialpad.com/blog/integrating-sales-tools-to-make-selling-easier/ Your typical SDR uses the following six sales tools:

                                      1. CRM
                                      2. Sales prospecting
                                      3. Data/list services
                                      4. Email engagement
                                      5. Phone
                                      6. Sales engagement

                                      And let’s pretend that all six are different systems/platforms/vendors (because in most cases, they probably are). Toggling between screens or tabs, logging in and out of different apps...boy that sounds like fun. And even more so for the team responsible for vetting, buying, and deploying these tools (not to mention maintaining them when something goes wrong).

                                      This all seems a little much, no?

                                      The integrated tech stack

                                      55% of sales executives say their sales apps are an obstacle to selling. Why? Well beyond having just too much of it, the tech you introduce into your stack shouldn’t just live in some silo—not if you expect your reps to actually use it.

                                      Take your CRM—you know what the #1 adoption hurdle is with CRMs? Manual data entry. And there’s no good reason for that. Not when today’s tools can, through APIs, push customer data into your system—like what content they downloaded, what emails they engaged with, and how the last conversation you had shaped up.

                                      And it’s those reasons (and then some) that we continually look for opportunities to partner and integrate with other tech platforms from CRMs to email to support desks. Which brings us to our latest announcement: starting today, Outreach + Dialpad now work together 💪.

                                      Complete the sequence with Outreach + Dialpad

                                      With Outreach + Dialpad, reps can initiate click to call straight from Outreach without having to toggle screens or lose focus.

                                      Calls initiated or received inside of Outreach will pop up the Dialpad Everywhere widget—your “always on top” power dialer that includes quick access to:

                                      • Call controls (record, mute, transfer, hang up)
                                      • Integrations with CRMs, Help Desks, Email
                                        • Salesforce, HubSpot, Zendesk, Gmail, Microsoft 365
                                      • Live call transcriptions (powered by Dialpad Ai)
                                      • Recommendation cards for compete intel, FAQs, and more

                                      When your call ends, call activity and data (ex: call recordings) will automatically be logged to your prospect’s account including the option to set the call disposition inside of Outreach.

                                      The Dialpad app can be added in your Outreach settings and requires a Pro or Enterprise Dialpad plan type.

                                      P.S. Did you know that we wrote an ebook on how to build an integrated tech stack that includes best practice tips, advice from the Head of Sales Tech @ MarketStar, and includes chapters from Outreach, Intercom, Clari, and Highspot? Well, now you do.

                                      Release roundup: From collaboration to calling https://www.dialpad.com/blog/icymi-from-collaboration-to-calling/ Fri, 29 May 2020 09:00:00 -0700 https://www.dialpad.com/blog/icymi-from-collaboration-to-calling/ This past month, the name of the game was collaboration with a new integration between Microsoft Teams and Dialpad Meetings plus expanded calling capabilities right inside Slack. Let’s take a look at what was released on the Dialpad platform in May.

                                      @Dialpad Meetings in MS Teams

                                      There’s no question that Microsoft Teams bring a ton of value to their user base. One look at their active daily user count should answer that. Of course, there are always opportunities to partner with other platforms (like a cloud telephony solution, for example) to increase that value in new ways. And that’s where we fit in.

                                      With Dialpad Meetings for Microsoft Teams, you can easily create a new meeting invite card.

                                      Each meeting invite card includes details like:

                                      When your meeting wraps up, everything that was said including an entire call transcription (powered by Dialpad Ai), recording, and even action items are included for you—right inside your Teams channel. To access, simply navigate back to your channel or chat to view the call summary and links to the voice transcript and call recording.

                                      Slack calling with Dialpad

                                      If you’re an existing Dialpad customer, you may already be aware of our partnership with Slack which includes logging activities like voicemails received or calls answered from a group line back to a channel.

                                      Starting today you can now use the calling functionality in Slack to power Dialpad phone calls between you and another colleague.

                                      Just select the call icon inside your conversation view in Slack to place a call with Dialpad. Your colleague will need to have added their phone number for this to work but that’s easy enough by just editing your Slack profile.

                                      And if you’ve already connected your Dialpad account to Slack, you’ll see an option from the Call drop-down menu to jump on a meeting instead.

                                      But wait! There’s more…

                                      • Enterprise plans can now manage room and phone extensions as well as proxy into their user’s accounts right from the admin portal.
                                      • If you haven’t had a chance to check out our latest integration with Outreach, you can learn more about that here. And while we’re on the topic of sales productivity tools, our new coaching center makes it way easier for managers to review calls and leave feedback.
                                      Top investors support Dialpad for Startups https://www.dialpad.com/blog/why-marc-andreessen-rich-miner-and-other-top-investors-support-dialpad-for-startups/ Fri, 12 Jun 2020 09:00:00 -0700 https://www.dialpad.com/blog/why-marc-andreessen-rich-miner-and-other-top-investors-support-dialpad-for-startups/ Dialpad for Startups was created with a single mission in mind—to make it easier for startups to do business. Legitimizing early-stage companies with business phone lines and expanding their communications with video conferencing is what we do best.

                                      “I know from experience that there are so many growing pains with building and scaling a business. It has always been my belief that your communications tools should not be one of them,” said Craig Walker, CEO of Dialpad.

                                      That sentiment is shared among top investors—including Andreessen Horowitz, Google Ventures, Work-Bench Capital, Felicis Ventures, Amasia VC, and more. “Investors always try to offer their portfolio companies value,” says Rich Miner, former General Partner at Google Ventures and founder of Android. “That can be through funding, but it can also be by making them aware of programs like Dialpad for Startups which offers a reliable, scalable phone and conferencing system—at the best price possible.”

                                      Entities that back startups, be they venture firms, incubators/accelerators, or advisors know that supporting their portfolio goes beyond just funding. Everything, from coaching on key factors like product market fit, to helping acquire talent, to advising on tech stack, goes a long way for early-stage founders and companies. “Many of the startups I advise tell me they wish they’d chosen solutions that were easier to scale,” says Wesley Chan, Managing Director & General Partner at Felicis Ventures, and founder of Google Analytics. “That’s why I recommend solutions like Dialpad that are dead simple to set up, integrate with, and scale long term.”

                                      And while building and scaling a company is an ever-evolving challenge, switching from suboptimal solutions to those that are a better fit can happen at various stages of the journey. “One thing I am constantly seeing with startups is the need to go back and course correct once the business gains speed,” says Jonathan Lehr, Co-Founder & General Partner at Work-Bench Capital. “To build and maintain momentum, I recommend tools like Dialpad and believe that every startup should use them for their business communications.”

                                      And as more companies transition to being partially or fully remote, the need to accommodate that change in the business communications landscape has become even more critical. “Remote work has always been a big part of the startup ecosystem, and even more so now,” says John Kim, Managing Partner at Amasia VC. “Having a reliable, mobile solution like Dialpad, which keeps teams connected through voice calls and video conferencing, is non-negotiable from your first employee to your 500th.”

                                      Dialpad for Startups is proud to offer early-stage companies, and the entities that support them, best-in-class business communications starting at no cost. And as Marc Andreeseen, Co-Founder and General Partner at Andreessen Horowitz puts it, “Every startup should use Dialpad and Dialpad UberConference.”*

                                      *Dialpad UberConference is now Dialpad Meetings!

                                      How Berkeley SkyDeck empowers early-stage founders with Dialpad for Startups https://www.dialpad.com/blog/berkeley-skydeck-empowers-early-stage-founders-with-dialpad-for-startups/ Thu, 18 Jun 2020 10:45:00 -0700 https://www.dialpad.com/blog/berkeley-skydeck-empowers-early-stage-founders-with-dialpad-for-startups/ We’re passionate about making it easy for startups to operate successfully and scale up their businesses. Since launching in January 2020, Dialpad for Startups has helped hundreds of early-stage companies get up and running and grow their businesses with free business phone numbers and unlimited video conferencing.

                                      The program partners with VCs, incubators, accelerators, and advisors that support companies in their first few months. We recently partnered with UC Berkeley’s SkyDeck to make Dialpad for Startups an official program offering to the participants in their incubator and accelerator cohorts.

                                      “We’ve been helping founders and early-stage companies innovate and reach their full potential since 2012,” said Jun Jiang, the Global Innovation Partner Program Manager of Berkeley SkyDeck. “And working with partners like Dialpad is a key way in which we’re able to help our startups succeed.”

                                      When a startup gets accepted into one of SkyDeck’s programs, they are given a resource packet that lists all the exclusive offerings for founders. From there, the startups can choose which offerings they’d like to take advantage of to help grow their business. “Dialpad for Startups has been very helpful in providing local phone numbers for employees and interns,” said Steve Hwang, founder and CEO at Lunchable, a SkyDeck startup. “It adds a little more legitimacy when I provide a company phone number for the employees to use.”

                                      Lunchable is one of the several startups from Berkeley SkyDeck that are currently enrolled in Dialpad for Startups and leveraging Dialpad to legitimize and expand their young companies. “The process of signing up for Dialpad for Startups was simple and I was able to easily add and assign phone numbers to my team.” said Hwang. “I also like the mobile app and how I can use it to make business calls on my Dialpad number, from my cell phone. The call quality is great too!”

                                      We’re proud to empower the most promising entrepreneurs around today, from UC Berkeley SkyDeck and beyond. “It’s been great to offer Dialpad for Startups to our founders and have them take advantage of such a great resource.” said Jiang.

                                      Visit Dialpad for Startups to become a partner of our program or to see if your startup qualifies.

                                      5 Ways to Improve Your Virtual Meeting Experience https://www.dialpad.com/blog/ways-to-improve-the-virtual-meeting-experience/ Mon, 22 Jun 2020 14:05:00 -0700 https://www.dialpad.com/blog/ways-to-improve-the-virtual-meeting-experience/ Tips to Make Your Online Meetings More Collaborative https://www.dialpad.com/blog/tips-for-more-collaborative-online-meetings/ Wed, 24 Jun 2020 14:31:00 -0700 https://www.dialpad.com/blog/tips-for-more-collaborative-online-meetings/ Release round Up: Click, call, conversation https://www.dialpad.com/blog/new-integrations-to-enhance-conversation-flow/ Thu, 02 Jul 2020 08:00:00 -0700 https://www.dialpad.com/blog/new-integrations-to-enhance-conversation-flow/ 6 reasons to switch to a virtual contact center https://www.dialpad.com/blog/why-you-should-switch-to-a-virtual-contact-center/ Wed, 08 Jul 2020 12:56:00 -0700 https://www.dialpad.com/blog/why-you-should-switch-to-a-virtual-contact-center/ 7 key features that your call center software should have https://www.dialpad.com/blog/key-features-your-call-center-software-should-have/ Fri, 10 Jul 2020 11:04:00 -0700 https://www.dialpad.com/blog/key-features-your-call-center-software-should-have/ Call center burnout: 6 tips To motivate your agents https://www.dialpad.com/blog/tips-to-help-motivate-your-call-center-agents/ Wed, 15 Jul 2020 16:45:00 -0700 https://www.dialpad.com/blog/tips-to-help-motivate-your-call-center-agents/ How to safely allow employees to use their personal cell phones for work https://www.dialpad.com/blog/how-to-safely-allow-employees-to-use-their-personal-cell-phones/ Mon, 20 Jul 2020 10:15:00 -0700 https://www.dialpad.com/blog/how-to-safely-allow-employees-to-use-their-personal-cell-phones/ Stuck on your stack? Here's what to weigh https://www.dialpad.com/blog/planning-and-streamling-your-tech-stack/ Wed, 22 Jul 2020 11:57:00 -0700 https://www.dialpad.com/blog/planning-and-streamling-your-tech-stack/ Building our brand's voice with Jabra https://www.dialpad.com/blog/building-your-brands-voice-with-jabra/ Wed, 02 Sep 2020 12:12:00 -0700 https://www.dialpad.com/blog/building-your-brands-voice-with-jabra/ Release roundup: Better data and meetings https://www.dialpad.com/blog/better-data-and-meetings/ Fri, 07 Aug 2020 12:32:00 -0700 https://www.dialpad.com/blog/better-data-and-meetings/ This past month, the name of the game was insights (i.e. data)—how do we do a better job of surfacing information to you, automatically, so you can just act on it? Whether you’re a support manager, running a stand-up meeting, or reviewing rep’s calls, this past month’s releases can help you dig in, uncover what matters, and go act on it.

                                      Let’s take a closer look at what was released on the Dialpad platform in July.

                                      Metrics front and center with custom wallboards

                                      Support managers are strapped, let’s be honest. Not only are they responsible for coaching new agents, but they’re also pulling tickets for QA purposes, creating reports to share up the ladder, and ensuring that when customers contact their team, they don’t just get the answers to their questions but that they leave satisfied. That’s….a lot to juggle.

                                      This is why we wanted to build a better (more scalable) way for managers to check their contact centers and ensure that the metrics they care about, like # of abandoned calls or # of agents available, were surfaced to them in a more comprehensive way.

                                      With call center wallboards, users can pick and choose which metrics appear on their board. If you’ve set up call center alerts that also match the metrics you’re tracking on the wallboard, you’ll see an alert triggered right from this view. Project your wallboard with fullscreen mode and keep track of what’s happening, and where, in a larger format than your laptop screen.

                                      A new look for video meetings and custom action items

                                      Your meetings just got an upgrade. Join your next Dialpad virtual meeting and welcome a completely new layout that’s more dynamic, personal, and collaborative than before (oh yes, it’s possible). Join any video meeting to test out the new dynamic view or toggle between other available options.

                                      And if you’re a UC Business user, you’ll notice a new button hanging out at the bottom corner of your conference call—custom action items.

                                      With custom action items, meeting participants can keep track of next steps without having to interrupt the flow of conversation. Meeting participants can add action items and assign them to an individual during their active call which can be accessed in conference as well as in the post-call summary.

                                      Track moments that matter

                                      With Dialpad’s natively embedded artificial intelligence technology, sales and support teams are able to revisit their voice calls and see common business moments automatically highlighted inside of their transcripts—those could be things like “interesting question” or “manager attention.” And while those moments are important to keep track of, there was still this missing piece of customization. How do we build something that managers and users can use to keep track of moments that are more specific to their business, like when a specific competitor is mentioned or a promo offer is brought up?

                                      Now with Custom Moments, users can do just that. Managers can add a custom moment to any call center to automatically track, capture, and receive alerts.

                                      But wait! There’s more…

                                      • We’ve added a new Dialpad Ai moment for contact centers—purpose of call—that will help identify exactly that. Think about combining this with a Custom Moment to dive into how effective certain campaigns are or promotional offers.

                                      • Android users can now search through their call transcripts right inside the app without having to hop back on their laptops.

                                      • Call center managers can now check off the option to allow agents to access the call center recording of the specific CC they’re assigned to (keep in mind this will apply to all agents on that specific CC).

                                      • We updated how filters appear on the analytics portal so instead of scrolling down through the side drawer, all your filters are displayed at the top of your analytics view.
                                      Making transcripts more readable: What to do with discourse markers https://www.dialpad.com/blog/creating-more-readable-call-transcripts/ Mon, 10 Aug 2020 17:15:00 -0700 https://www.dialpad.com/blog/creating-more-readable-call-transcripts/ Important insights you can gather from your call analytics https://www.dialpad.com/blog/important-insights-from-your-call-analytics/ Thu, 23 Jul 2020 09:21:00 -0700 https://www.dialpad.com/blog/important-insights-from-your-call-analytics/ How to use your CSAT score to improve your contact center https://www.dialpad.com/blog/leveraging-csat-for-call-center-improvement/ Thu, 20 Aug 2020 13:52:00 -0700 https://www.dialpad.com/blog/leveraging-csat-for-call-center-improvement/ 5 ways your small business can save money https://www.dialpad.com/blog/five-ways-your-small-business-can-save-money/ Tue, 11 Aug 2020 23:26:00 -0700 https://www.dialpad.com/blog/five-ways-your-small-business-can-save-money/ Benefits of recording your online meetings https://www.dialpad.com/blog/benefits-of-recording-your-online-meetings/ Wed, 12 Aug 2020 14:47:00 -0700 https://www.dialpad.com/blog/benefits-of-recording-your-online-meetings/ How to create customer loyalty https://www.dialpad.com/blog/how-to-create-customer-loyalty/ Fri, 28 Aug 2020 09:48:00 -0700 https://www.dialpad.com/blog/how-to-create-customer-loyalty/ Loyalty is when customers go out of their way to continue to purchase a particular product or to conduct business with a specific brand or company. The reasons for this are as varied as individuals themselves, but it often starts with simply having a wonderful experience with the product or service.

                                      A loyal customer may sing your praises, support you on social media, and even come to see your brand as an extension of themselves. Just think of the kind of disagreements you see between avid Mac users and PC users.

                                      Also known as "brand champions," these avid supporters tell their friends about you and offer testimonials online. They can provide the foundation for any company's growth, whether you're just starting a business or running a medium-sized business or large corporation. They're worth working to cultivate, and their loyalty will pay off exponentially.

                                      The value of a loyal customer

                                      It can be a challenging time to foster customer loyalty. About 35% of Americans claim that they are more disloyal to brands now than they were five years ago, and are more likely than ever to try new brands, according to a 2019 Nielsen survey. How can you reach that disloyal 35% to encourage them to stick with your product or service?

                                      That same Nielsen study showed that more than two-thirds of Americans are overwhelmed with advertisements. Instead, consumers are increasingly looking to social recommendations to drive their purchases.

                                      This is because the transactions that are completed in today's marketplace aren't just a matter of dollars and cents, but trust. Many people will trust suggestions from their friends or family more than any other kind of marketing. What's more, 82% of consumers will read online reviews before making a purchase decision. That means bringing in customers who are willing to spread the word about your brand is more important than ever.

                                      For those same reasons, it's crucial to prevent customers from walking away with bad experiences. Unhappy customers now have a captivated audience in the form of social media, and they're not afraid to blast businesses that don't provide the level of support and service they've come to expect.

                                      8 ways to cultivate customer loyalty

                                      Having loyal customers and maintaining a high level of customer retention aren't just a matter of luck —it comes from careful planning and strategies designed to keep customers coming back. To grow customer loyalty and convince consumers to become brand champions, try implementing these eight methods at your organization.

                                      1. Offer quality

                                        Quality customers start with a quality product or service. You can't expect customers to sing your praises if they're not getting value out of your offerings.

                                        You must be able to live up to your customers' expectations by providing them with a solution that addresses whatever their pain points are. This may mean being more proactive about serving customers, delivering something less expensive than the competition, or providing unique features that customers can't find anywhere else.

                                        Whatever it is that you're offering up, know exactly why you're bound for success. You should be clear on what makes your business better, first, or different—so that your customers can be clear too.

                                        2. Be consistent

                                          Consistency is crucial to developing and maintaining customer loyalty. If your product is fantastic the first time a customer comes to you, but it's disappointing the next time, you're not going to get many repeat customers.

                                          Make sure you have processes in place that support consistency in quality. Don't give someone a reason to be let down by a transaction.

                                          3. Provide exceptional customer service

                                            Especially in the modern marketplace, service is no place to cut corners. Today, savvy consumers expect their concerns to be addressed immediately, whether they are calling a contact center or sending an email.

                                            Not only do they want a timely reply, but they want to be able to contact your company on their terms, through the channels they prefer. That means you need to be able to provide omnichannel custome service. You can achieve this by investing in a cloud-based communications system with integrated apps that make it easy to track customers and resolve issues across voice, video, and digital channels.

                                            4. Share Your values and company culture

                                              Another way to make customers more loyal is to share your company values and culture. Consumers want to know what your company stands for, so they can feel like their purchase is making a difference, regardless of the product or service.

                                              Giving back to a charity of your choice is one way to show your values. You can also raise awareness about an issue in your industry, or highlight employees who embody the values you want to express. If your values align with those of your customers, you'll give them another reason to do business with you for years to come.

                                              5. Create a loyalty program

                                                There's proven psychology behind the "buy 10 coffees, get one free" punch cards that people carry around in their wallets. It's a natural incentive for these consumers to head to that particular café, even if it's further away than another coffeehouse that's just as good.

                                                You can do the same thing, even if you're not selling coffee. Some companies create VIP programs, providing discounts based on the number of points consumers accrue with each purchase. However you run your rewards program, it should offer real value to customers without busting your budget.

                                                6. Make referrals worth it

                                                  Another way to get customers to talk you up is through a customer referral program. If it makes sense for your business model, create an incentive for people who refer other customers.

                                                  This may look like a rebate for the current customer and a discount for the prospect, or it could be a future discount or coupon. Put yourself in your ideal customer's shoes and consider the best way to make them feel special.

                                                  7. Monitor your online reputation

                                                    Of the 82% of people who read online reviews before buying, 97% will read the business's response for each review. Taking the time to address any grievances quickly—or express gratitude for kind remarks—speaks to your professionalism.

                                                    Even if unhappy customers have less-than-supportive things to say online, always be positive in your reply. Try to address any concerns by encouraging them to contact a specific individual on your customer service team. If there is a resolution, ask the reviewer to remove it or update it so that the review accurately displays their satisfaction.

                                                    8. Ask for feedback

                                                      What else can you do to increase customer loyalty? Why don't you ask your customers? Every business, big and small, can benefit from conducting surveys and asking how they can improve. You may be surprised at what you learn.

                                                      If you've collected email addresses through your loyalty program, start with a direct-email survey. Keep it short so that it can be completed in a few minutes, and give your customers a reason to complete it. You might enter all participants in a raffle for something you know they want—like a free service or product sample from your brand.

                                                      How will you improve customer loyalty?

                                                      It doesn't matter what industry you're in, staying innovative is what helps you keep the attention and hearts of your customers. This may mean creating a sense of community around or personal identification with their product or service for many businesses. For example, social media has a powerful way of building loyalty and providing support for those who seek it.

                                                      Think about why your customers look to you to make a transaction. Maybe they think of you as a thought leader who they can rely on for help and advice. Maybe your product fills a unique need no other company is addressing. Or perhaps you have such excellent customer service through your call centers that customers come to expect it. Whatever your brand offers consumers, make sure it's always at the center of your plans for growth and expansion.

                                                      It can take time to cultivate a strong and loyal customer base, but it only takes one negative incident to destroy what you've grown. So be proactive about making sure every customer experience is the best it can be. Today's consumers are discerning. They care about where they spend their money. If they're loyal, they'll keep spending that money on you—and encourage others to do the same.

                                                      Dialpad release roundup - August 2020 https://www.dialpad.com/blog/more-productive-time-less-manual-tasks/ Fri, 04 Sep 2020 09:00:00 -0700 https://www.dialpad.com/blog/more-productive-time-less-manual-tasks/ Release roundup: August

                                                      Looking to increase efficiency? Dialpad recently unleashed tools that reduce manual, time-consuming work often disrupting workflows. Focus on making your time as productive as possible instead. Seamlessly log calls to Salesforce custom object records from Dialpad. All that and more arrived on the Dialpad platform throughout the last month.

                                                      Let’s take a closer look at what Dialpad introduced in August.

                                                      Tell customers exactly when you’re open and closed

                                                      Availability matters, and now you’re able to tell customers exactly when you’re open and closed by setting split business hours. Block off time in the middle of the day for lunch or training sessions. While closed, Dialpad will implement customized call routing rules to ensure customer calls are still handled properly. Split business hours give you the flexibility to close and reopen at different times without ever leaving customers in the dark.

                                                      Don’t worry if your availability varies throughout the week. Dialpad’s split business hours feature may be tailored for different days, and each day can include up to four unique periods of availability.

                                                      Split business hours are available throughout Dialpad, applying to main lines, departments, call centers, and even personal working hours.

                                                      Log calls to Salesforce custom objects

                                                      Easily track calls and related notes by associating them with custom object records in Salesforce, all from Dialpad.

                                                      Store information unique to your organization, capturing details such as name, email, and phone number against each custom object type. Dialpad executes a search to identify matches from the connected Salesforce instance, and you’re also able to attach notes when associating the call with a custom object. No need to do all the work in Salesforce since call logs are recorded through Dialpad.

                                                      Call logging isn’t limited to custom objects, of course. Dialpad supports standard objects in Salesforce as well.

                                                      But wait! There’s more…

                                                      • We’ve made some updates to Dialpad Meetings including moving the control panel to the bottom bar and automatically syncing the meeting title from Google Calendar.
                                                      • Coaches can now see a comprehensive view of their agents’ activities in the Coaching Center.
                                                      Get productive: Top app integrations for your business phone https://www.dialpad.com/blog/top-app-integrations-for-your-business-phone/ Mon, 17 Aug 2020 23:24:00 -0700 https://www.dialpad.com/blog/top-app-integrations-for-your-business-phone/ Offices have changed a lot over the last ten years. In-house computer networks and multi-line phone calls have modernized to cloud-based systems that save money and reduce disruptions. But that's not all.

                                                      Today, it's possible to integrate new productivity tools into your business phone system to help you be more efficient during your workday. Companies that upgrade their communications systems with modern business phone apps and technology are more competitive — and less stressed.

                                                      There's a lot to learn about business phone integrations, with new apps gaining favor among experts. Still, some app integrations are proven to be valuable time-savers that can help professional teams with workflow and other business applications.

                                                      Dialpad, built on the Google Cloud Platform, provides comprehensive communication tools for businesses of all sizes around the world. With Dialpad, these apps can be seamlessly integrated into your daily workflow to help your team work smarter and get better results.


                                                      Sales is all about relationships — and Salesforce is the ultimate relationship tool. In the past, potential customers would have to track down a phone number and manually dial to connect with your sales team. What if they could click a number and be connected?

                                                      Salesforce is a customer relationship management (CRM) tool that's designed to streamline the communications process. With this app, your sales team can click-to-call, store information about potential customers, record service issues, manage marketing campaigns, and find new leads.

                                                      It's even possible to store social media information on your prospects so you can develop a database to understand your customers better. Not only can you refine your sales pitch messaging with Salesforce, but you can also make it easier to close the deal.

                                                      Microsoft 365

                                                      Many team members in modern companies work remotely, but that doesn't mean they don't need access to files, contact lists, event invitations, and emails. That's where Microsoft 365 comes in.

                                                      By integrating it into your business phone system, it's possible to access all of the information you need without endlessly toggling to different computer programs. Best of all, your contacts sync automatically, and you can easily share documents, emails, and calendar events through Dialpad with the entire team.

                                                      Google Workspace

                                                      Chances are, your business is already using a Google product in some way or another. Combining the Google Workspace productivity tools within your business communication platform makes everything easier.

                                                      Google Workspace is protected using single sign-on, so your team won't have to remember another password to share events, emails, documents, and contacts within departments. Plus, by integrating this app, you can also share calendars so that you'll know when your contacts are busy.


                                                      If your company uses a contact center for their customer service needs, you'll appreciate the organization and clarity from combining Zendesk with Dialpad. This system creates support tickets for incoming calls to resolve concerns quickly.

                                                      When a customer calls in, your team can start taking notes right away. Details about previous issues will appear immediately on the screen, saving time and headaches. Because the entire system is cloud-based, this work can be done from anywhere.

                                                      Zendesk also makes it simple to dig into call analytics to find ways to improve efficiency. You'll be able to look at metrics such as the average handle time, average speed to answer, the number of incoming calls, and more to help agents improve through coaching and reduce bottlenecks that can impact the bottom line.


                                                      If your company has repetitive tasks, combining Zapier with Dialpad can allow you to automate some of the workflows. There are more than 1,500 different apps within the Zapier marketplace, making the workday simpler without knowing a single line of code.

                                                      For example, integrating this app with your communication system can automatically log inbound calls to Copper CRM. A voicemail you receive can immediately generate a new Helpdesk ticket. Or, for every recent call, you'll get a new row in Google Sheets.

                                                      You'll be able to turn business conversations into action steps, freeing your employees to focus on more critical tasks.


                                                      If your company happens to be a law firm, you've probably already heard about Clio. This cloud-based legal practice management software is designed to organize cases and enhance collaboration with clients.

                                                      Now imagine that you can access this system within your business communication system.

                                                      You'll no longer need to manually input data, which can save assistants a lot of time. Firms can benefit from real-time transcriptions and time-stamped call logs, so you'll know precisely when which items are being discussed. (Learn more about running a virtual law firm.)

                                                      Many other apps available

                                                      If you can imagine a way to improve your company's productivity and communications, it's likely there is an app for that. When you're able to integrate that app into your existing cloud-based business phone system, you can improve your team and your customers' overall experience.

                                                      Even with the technology available in today's app marketplace, you don't need a team of IT experts to handle the business phone integrations. Dialpad offers an open API that can ensure everything is synced up properly. Your team will not only be able to work from anywhere, but they can also perform all the tasks needed to push your company to more tremendous success.

                                                      Call center security: Best practices for protecting customer data https://www.dialpad.com/blog/ensuring-contact-center-security-while-working-remote/ Thu, 27 Aug 2020 00:01:00 -0700 https://www.dialpad.com/blog/ensuring-contact-center-security-while-working-remote/ Delivering value to Black founders via #TechforBlackFounders https://www.dialpad.com/blog/delivering-value-to-black-founders-via-techforblackfounders/ Thu, 17 Sep 2020 11:24:00 -0700 https://www.dialpad.com/blog/delivering-value-to-black-founders-via-techforblackfounders/ As the U.S. continues to struggle with race relations, we’re all grasping for ways to help make an impact. Earlier this year, in the wake of the tragic and senseless murder of George Floyd and so many others like him, many in Silicon Valley banded together to take action within our own community.

                                                      “Today, only 1% of founders backed by venture capital in the United States are Black. This is appalling and shows how the odds are stacked against Black technologists and entrepreneurs. The onus is on us in the tech community to start evening the odds,” cites the mission statement of the #TechforBlackFounders program, founded by Michael Katz, CEO at mParticle, Coby Berman, Co-Founder at Radar and Will Crocker, VP of Customer & Partner Marketing at Braze.

                                                      Dialpad is proud to have been one of the first technology companies to join #TechforBlackFounders—a program providing concrete, long-lasting support to U.S.-based, early-stage startups led by Black founders, by offering completely free or heavily discounted software to help their businesses grow.

                                                      “At Dialpad, we strive to deliver the best possible diversity and inclusion experience to our own employees,” said Daryl Graves, Dialpad’s Director of Equity, Balance, and Belonging (EBB). “Participating in programs like Tech for Black Founders allows us to extend that same experience to groups outside our company.”

                                                      "Tech for Black Founders is a great program and definitely a move in the right direction,” said Niger Little-Poole, Founder & CTO at Constellation Analytics. “Raising capital is an active struggle for Black founders and opportunities to reduce capital expenditures absolutely helps. Brands participating in programs like these are more likely to gain my loyalty as a customer and retain my business as we scale." Niger is one of over two dozen Black founders that have taken advantage of Dialpad’s offering in the program in the first few weeks of launch.

                                                      Access to the offers in the program are reserved for U.S.-based companies led by one or more Black founders, that have raised less than $30M in venture capital, and have fewer than 150 employees. Founders are encouraged to apply personally and share how else their selected vendors can help them. The benefits of the program will be available to Black founders in perpetuity as long as they continue to meet the criteria listed.

                                                      "I had not heard of Dialpad or most of the vendors on TechforBlackFounders.com prior to seeing their offerings, but it was a driving factor for signing up. In the case of Dialpad, I feel like given the current times with COVID-19 we were looking for a more effective way to communicate without much contact and this was a perfect solution,” said Stephan Walters, Founder & CEO at Mako, another beneficiary of the program. “I definitely think the offering itself provides instant benefits towards Black startups because lowering expenses for small businesses definitely helps. But continuing to provide a two-way channel for feedback between vendors and Black startups is critical because the hurdles and struggles aren't just financial. Nonetheless, offers on TechforBlackFounders.com are definitely a step in the right direction."

                                                      Today, nearly 30 tech vendors have offers listed on TechforBlackFounders.com, and more are getting added every week. This “growth stack” empowers Black founders to scale their businesses in ways they may not otherwise have been able.

                                                      "I am already using or planning on implementing eight services offered on TechforBlackFounders.com. I can't speak for all founders, but it is definitely helpful for our pre-launch startup to have access to premium services. It's the same as capital to me." - Dennis Schultz, Founder & CEO at Paparazzme.

                                                      Update May 2021

                                                      In the last year, we’ve witnessed our country come together in amazing ways to create opportunity and equality for minority communities. And while there is still a long way to go, Dialpad is proud to share that since joining the #TechforBlackFounders initiative last summer we’ve been able to offer free business phone numbers and video conferencing to more than 50 Black founders through our Dialpad for Startups program.

                                                      Nenaji Agbolabori is the founder and CEO of GOBLAQ, a startup with a mission to help Black Owned Businesses gain access to cutting-edge tools to grow and scale, while creating relationships between loyal customers to help these businesses thrive. "I absolutely believe the tech for Black founders initiative is a step in the right direction,” he says. “Personally speaking, the program helped us access so many tools and resources to develop our platform. If it hadn't been for the Dialpad offer, for example, we would be worried securing business phone lines and conferencing."

                                                      Amber Anderson is the founder and Head of Strategy at Tote + Pears, a creative studio that offers insights and designs brand experiences for women and their families. “We love the way Dialpad and all of the organizations involved in tech for Black founders have rallied to support us and are very much appreciative of the effort,” she says. “It makes a world of difference. I'll never forget it!”

                                                      "Tech for Black Founders is an important program and Dialpad is proud to be supporting more than 50 businesses through the initiative," said Daryl Graves, Dialpad’s Director of Equity, Balance, and Belonging (EBB). "Now more than ever as companies begin to think about how to reopen, having an affordable and reliable communications solution can make a world of difference - and we are inspired by the work these founders are doing and thrilled to be a small part in helping them succeed."

                                                      A special thank you to several of Dialpad’s customers and partners who are also participating in #TechforBlackFounders: Stripe, Crunchbase, Airtable, Republic, Amplitude, AppsFlyer, Button, Automaton, Taplytics, Sourcepoint, Fluent, and Auth0. We applaud their commitment to doing their part to support Black founders.

                                                      If you’re a SaaS business that also wants to do your part, reach out to info@techforblackfounders.com to register your offer to Black founders.

                                                      Q&A: Virtual M&A during COVID-19 https://www.dialpad.com/blog/virtual-m-a-covid-19/ Thu, 24 Sep 2020 10:22:00 -0700 https://www.dialpad.com/blog/virtual-m-a-covid-19/ COVID-19 has impacted all of our lives, from the way we do work, to how we buy groceries, and to the creative ways in which we maintain communication personally and professionally. These changes have also had a big impact to our economy, with many companies scaling down or going out of business completely. In the majority of sectors, deal flow came to a halt due to the uncertainty of the future. However, the tech industry has been able to adapt and survive as we’re seeing IPOs and M&A continuing.

                                                      Dialpad is one such company that completed an acquisition during these unprecedented times. Without being able to get in a room and hammer out the details, it took video and audio conferencing, virtual due-diligence and some humor to get it done. Following is a Q&A with our CEO Craig Walker on the major differences he saw and key takeaways from engaging in M&A remotely.

                                                      Q: First, give us a little background on your pre-startup life?

                                                      I like to refer to myself as a “recovering lawyer.” I started my professional life as a securities attorney in Palo Alto in the mid-90’s, when I worked on mergers and acquisitions, as well as public offerings and venture financings. One client was Cisco, which was doing a TON of acquisitions at the time, so I was able to get some great experience. After that, I became a venture capitalist. My team focused primarily on startups, investing in them or helping with IPO or M&A activity.

                                                      Q: How did you determine now was the time to acquire another company?

                                                      Dialpad has always been building toward a “work from anywhere” world. When the lockdown was mandated and non-essential workers were required to work from home, the ability to instantly connect over phone, messaging and video became business-critical. Video conferencing became the go-to method of communication, with people craving connection and collaboration with their teams no matter where they are located.

                                                      And, while a majority of businesses, like Google and Facebook, have said employees will continue to work remotely for the foreseeable future, eventually many workers will return to the office and they’ll want to continue to use the same conferencing services and workflows they’ve grown accustomed to while at home. This means businesses must continue to leverage video conferencing as a strategy for their ongoing digital transformation, providing workers with a seamless experience from their living rooms to meeting rooms located in the office. This demand accelerated our product roadmap and opened new possibilities for us.

                                                      I’ve known the Highfive team for quite a while, as many of us came from Google and started our companies around the same time. I kept my eye on them for years, so when we were thinking about what comes next for us, we realized Highfive’s best-in-class, in-room video conferencing solutions were an ideal match with Dialpad’s suite of products. Additionally, the number of very skilled engineers and business people at Highfive made an excellent complement to our team, from both a technology perspective, but also culturally, which is even more important for a successful merger. Once we saw this possibility, the leadership team at Dialpad did a ton of due diligence on Highfive’s culture and leadership, and even though we never met in person, we felt very comfortable that this would be a good match and the right timing.

                                                      Q: What considerations had to be made to perform virtual due-diligence?

                                                      The most important thing in any acquisition is the culture and the people. So, we really took the time to get to know everyone through extended video conferencing meetings in one-on-one and group sessions, as well as just communicating frequently with their team to see how they thought of things and how they looked at the market more generally. We also cared about how they respected each other, how they talked about each other, and how they have passion for what they were doing. All of those things came through clearly in our virtual meetings.

                                                      This was not a huge departure from how due diligence works in other situations. It's always very deliberate and detailed, with a number of steps and stages outlined to make sure you learn everything you can about a target company. We even had more conversations than we might have had if we relied only on in-person meetings. We were able to really dig in to see what everyone was thinking and how they may behave in the future as part of the team. One of the biggest things to look for is potential liabilities or unforeseen problems. By having these conversations over video conferencing it really eliminated distractions and strengthened focus.

                                                      Virtual due diligence gave us a great sense of Highfive’s culture and the various personalities of team members. I’m happy to say that we felt the strong connection and, even after closing the deal, we see this is a perfect combination of values and vision.

                                                      Q: How did you communicate? And how did you manage real-time challenges?

                                                      We communicated almost exclusively over either Highfive video or Dialpad, and via email, text messaging, and voice calls. By using real-time channels we were able to really get to know each other and quickly problem-solve or make adjustments. Everything was direct and immediate, so we could negotiate, solve differences of opinions and work through any issues as they arose. Communication was even better than in non-COVID times, and the only big difference was the stronger reliance on video communications.

                                                      Q: Did you think anything was lost by not “being in the room”?

                                                      Well, we did have one “room where it happened” moment during these discussions. One day, with our CRO and a co-founder, we drove down to meet with Highfive CEO Joe Manuele and other senior leaders from Joe’s team. The five of us practiced social distancing and wore masks, but it was nice to have that little bit of personal interaction. By that point, we were all comfortable with the connection we had made but it was nice to take it to the next level. Honestly, we barely discussed the deal and continued our conversations online over the following weeks, so it was not a necessity for the negotiation. It was just nice to have the one in-person interaction.

                                                      Q: How do you see M&A changing going forward?

                                                      The deals have gotten larger, nothing else has fundamentally changed. You’re either filling the product gap or hiring a great team, or some combination thereof. Communication is what will change. More and more companies are going to have to get familiar and comfortable with doing acquisitions in a world where you don't get to meet the people face to face. Similarly, all business is going to have to happen without in-people interactions for the foreseeable future. It will not always be like this but definitely the days of having to get on flights and go to far away cities and have dinner with different companies or potential partners of potential acquisition targets certainly won’t be required. We've proven this model can work and other companies embarking on an acquisition or any business decision while being remote can do so with confidence.

                                                      Q: Any final tips or lessons learned you can share?

                                                      I don't think it matters whether you have a virtual meeting or an in-person meeting. The single most important thing about making an acquisition successful is to have a really good cultural fit and a good shared vision around the opportunities available to both companies. It’s critical that you are really aligned on how you treat people and how your team can expect to be treated and if you can align on those weather in the virtual world or remotely, you will have a much greater chance of success. The only thing that this new normal of virtual creates is a little bit more work to get a stronger sense of someone’s personality over video by no longer having those in-person cues. But if you take the time to pay attention and to listen, you’ll barely notice a difference.

                                                      Dialpad Release Roundup - September 2020 https://www.dialpad.com/blog/simplify-your-workflow/ Fri, 02 Oct 2020 11:02:00 -0700 https://www.dialpad.com/blog/simplify-your-workflow/ Workdays are busier than ever, but don’t feel overwhelmed — automate common tasks using Dialpad’s cloud-based platform. In the last month, we rolled out the ability to generate scheduled reports and unveiled new APIs enabling total control over routing inbound calls. Collaboration also received an upgrade through @mentions in call reviews. Simplify your workflow with these latest additions and more.

                                                      Let’s take a closer look at what Dialpad introduced in September.

                                                      Reports delivered on time, every time

                                                      Know the reports you always need? We’ll deliver them to your email without any extra work. Set the users or groups to target, and determine the metrics to include in each report. Seriously, that’s all. Tell us what you’re looking for, and Dialpad takes over to ensure scheduled reports are delivered on time, every time.

                                                      From call logs and voicemails to statistics and recordings, these reports surface useful data that drive decision-making: for example, gain an understanding for a call center’s average speed to answer, then modify its routing rules and hold queue to better handle inbound calls. As a result, you’ll enhance the customer experience after reviewing analytics on a regular basis.

                                                      Scheduled reports are delivered as frequently as necessary, even daily. Dialpad understands your workflow is different than anyone else’s, and that means you decide not only what goes into reports but also how often they’re delivered.

                                                      Streamlined call routing through APIs

                                                      Sales representatives engage with prospects for days, weeks, and sometimes months. With our new call routing APIs, a prospect connects directly to the same sales representative even if they call back on the main line.

                                                      Normally an IVR system accomplishes a similar goal, but it requires a few more steps from everyone involved. Call routing APIs, however, automatically route an inbound call to a department, call center, or user through a custom, third-party database.

                                                      Callers get in touch with the right team or person quickly, leading to meaningful conversations that elevate your business.

                                                      Collaborate using @Mentions in call review

                                                      Easily collaborate using @mentions and bring attention to key parts of a call. Now you’re able to tag others from your entire company and easily discuss recordings, moments, and transcripts powered by Dialpad Ai.

                                                      Once they’re tagged, users are alerted via email and Dialbot message. No need to reach out with a direct message and share a link. Dialpad immediately handles granting them access to the call review. Simply delete a comment that includes an @mention, and that specific user no longer has access.

                                                      But wait! There’s more…

                                                      • Available for our Dialpad Ai Contact Center and Dialpad Ai Sales customers, live coaching is expanded to include departments. Within Live Call View, department supervisors have the ability to listen in, barge, and take over their reps’ calls to ensure quality of service.
                                                      • We’ve made some minor design improvements to the Conversation View in Dialpad Voice.
                                                      • Inform others how you prefer to be identified using pronouns in your Dialpad profile.
                                                      • Changes to Dialpad Ai Contact Center’s Service Level and Wait Time calculations, to bring them in-line with industry standards.
                                                      • We’ve made several updates to our mobile apps — you can now access custom moments from your call summary and view contact labels in your iOS search results. On the Android app, we’ve refreshed the incoming call screen.
                                                      5 benefits of a good communications platform for law firms https://www.dialpad.com/blog/benefits-of-smart-business-phone-system-for-law-firms/ Fri, 09 Oct 2020 10:41:00 -0700 https://www.dialpad.com/blog/benefits-of-smart-business-phone-system-for-law-firms/ Legal practices are some of the most traditional, longest-standing companies in many cities throughout the United States. But to keep pace with the demands of running a modern business, virtual law firms must understand how to leverage the latest technologies.

                                                      Forward-thinking attorneys, office managers, and legal assistants have integrated technology into their practices by upgrading their phone services. Instead of relying on old-fashioned phone companies, many firms have implemented a cloud-based communication platform to improve their workflow capabilities.

                                                      A legal phone system helps offices run more smoothly and provides the features needed to improve client engagement and office management. This means having the ability to automate work, take on more clients, increase billable hours, and a range of other benefits that can aid both new and well-established firms work more efficiently and effectively.

                                                      By relying on a high-quality business phone system that integrates with Clio and other applications that your practice may use, it's possible for legal teams to seamlessly track every conversation with tools like Dialpad—regardless of the device used.

                                                      Connect Clio to your legal phone system
                                                      Easily connect Clio Manage to Dialpad - Image Source

                                                      In this post, we'll cover the top 5 benefits of upgrading your law office phone system—and how to choose the right system for your virtual law office.

                                                      1. Transcribe and track conversations

                                                        When taking calls with existing or potential clients, you likely already take detailed notes. With a cloud-based communication system, you can automate note-taking and focus your attention on the conversations you have. Dialpad's native artificial intelligence technology can automatically transcribe your calls, with each speaker identified easily.

                                                        Each call is labeled with data like caller information, the time and date the conversation took place, and the parties involved. You can highlight action items within each transcription to share with your legal team, playback a recording of the call, or use a host of other built-in features to ensure no detail falls through the cracks when preparing for trial or negotiating a settlement.

                                                        2. Flexible access outside the office

                                                          Legal teams have only a few options to manage their workload when outside their law office. Most attorneys have no problem sending emails or placing calls while remote but face challenges recording calls, transcribing calls, or logging conversations outside the office. With a cloud-based legal phone system, you'll have the ability to work from any device anywhere in the world.

                                                          If a client has a question while you're at court, legacy phone systems would require you to check voicemail when you're back in the office, take notes, manually send follow-up actions to support staff, and then remember to record the billable hour. (Burnout, anyone?)

                                                          VoIP phone systems that live in the cloud can automate all of this work, so you can focus instead on helping your clients.

                                                          Remote legal phone support

                                                          3. Free up support staff

                                                            The ability to record calls goes beyond saving attorneys the time and effort of note-taking. With features like unlimited call recording, Dialpad frees up time for your legal team and support staff to do other, more critical tasks. Automated call transcriptions make recalling information much easier than listening to a lengthy recording.

                                                            Partners and other attorneys know that paralegals, legal assistants, and secretaries are the backbone of any stellar legal team. These non-lawyers are needed to complete many complex, time-sensitive action items that help a client's case. Still, often they must carry out the responsibilities of transcription and organizing communications as well. When they are freed from this through automation, you can take on more clients, resolve cases more quickly, and improve your bottom line.

                                                            4. Analyze and integrate with case management software

                                                              What if your customer satisfaction team could measure the exact percentage of calls that end with a satisfied client? What if your office manager could track the number of calls each assistant receives and tie that back to the cases involved?

                                                              With the right legal phone system, you can log every call in an organized manner and track analytics on client touchpoints and inbound calls. Integrating with case management software like Clio lets you tie these analytics back to specific cases and clients. Calls can be sorted and filtered by case type, keyword, or time and date. You'll even be able to see who took the call.

                                                              Clio and Dialpad integration

                                                              5. Guarantee security and confidentiality

                                                                Whether the call is a one-on-one meeting with a client or a conference call with your legal team, case data, transcriptions, and recordings mustn't ever be seen by anyone not authorized. The best law office phone systems protect client data through enterprise-grade security and encryption.

                                                                If you need to share call recordings and automated transcriptions with your legal team members, that's also possible in a secure manner. What's more, if only select employees should have access to individual records, you can limit who will be able to see the information using a role-based access model. Your clients won't have to worry about confidentiality, and they'll be pleased with how easy it is to collaborate with your firm.

                                                                How to choose a phone system for your law firm

                                                                Not all communication tools are equal. Cloud-based phone systems are state-of-the-art, and can integrate smoothly with your operations and support internal processes rather than interrupt them.

                                                                Compare features, cost, security, flexibility, and reliability before choosing a phone system for your law firm. Be sure to look for the features your firm will need, whether that's HD audio recording or integrations with LawGro, Google Workspace, Microsoft 365, CRM platforms, and so on. With the ease of native integrations, you should be able to implement secure sign-on and easy syncing of your directories, contacts, shared emails, events, and documents.

                                                                Be sure to select a modern business phone system with the flexibility to run on softphones, mobile devices, and computers. Attorneys and office staff should be able to easily flip a call between different devices if they ever need to step away from their desks.

                                                                Learn more about the best apps for lawyers in this guide penned by two former attorneys!

                                                                The best business phone system for law firms

                                                                Dialpad has a history of modernizing communication for some of the world's most innovative businesses. We provide modern business phone systems and communications technology to law firms around the world, like Coye Law Firm and Harrelson & Harrelson.

                                                                Using the right phone system lets you free both your attorneys and support staff to work on more impactful tasks. It also allows you to give consultations and schedule client meetings, even when you're away from the office.

                                                                Try Dialpad's communications platform for your law firm today!

                                                                The benefits of a better phone system for schools https://www.dialpad.com/blog/benefits-of-a-better-phone-system-for-education/ Mon, 12 Oct 2020 10:48:00 -0700 https://www.dialpad.com/blog/benefits-of-a-better-phone-system-for-education/ How to find the best communications platform for financial services https://www.dialpad.com/blog/find-the-best-business-phone-for-financial-services/ Thu, 10 Sep 2020 11:01:00 -0700 https://www.dialpad.com/blog/find-the-best-business-phone-for-financial-services/ 9 must-haves in a healthcare phone system https://www.dialpad.com/blog/choosing-business-phone-service-for-healthcare-organization/ Wed, 14 Oct 2020 11:36:00 -0700 https://www.dialpad.com/blog/choosing-business-phone-service-for-healthcare-organization/ Selecting a business phone service in the healthcare industry means meeting a variety of specialized requirements.

                                                                Your front office must communicate effectively with both patients and insurance companies, and your doctors and office managers will need an easy way to contact staff and medical suppliers as required. Your phone service also needs to support critical considerations like HIPAA compliance and patient retention.

                                                                So, what exactly do you need from a business phone service? Here are a few things to look for when deciding on your healthcare office's new phone system.

                                                                9 must-haves in a healthcare phone system

                                                                1. HIPAA-compliance

                                                                The most critical requirement of a phone system for the healthcare industry is compliance with HIPAA, or the Healthcare Insurance Portability and Accountability Act. This law requires healthcare companies to guard the privacy of medical and billing information against data breaches and unauthorized access.

                                                                Before anything else, a business phone service provider must be willing and able to sign a Business Associate Agreement per HIPAA regulations. Doing so assures your clients that you take responsibility for the compliance of the video and voice platform.

                                                                After all, HIPAA doesn't apply only to hospitals, clinics, and healthcare providers. It applies to third-party administrators and private vendors who access, collect, or transmit protected health information over the phone.

                                                                2. Security and access control

                                                                Compliance with HIPAA requires that all private information be locked, encrypted, and shielded from unauthorized changes and access. If changes are made, there must be an audit trail showing what was changed, when, and by whom.

                                                                Security is crucial, especially if you have team members working remotely. A cloud-based phone system is an excellent tool for remote work. However, it must still have an audit trail, backup capabilities, breach notifications, and encrypted transmission of voice commands.

                                                                Business phone security also requires personal or office authentication, transmission and workstation security, and device and media controls. Your security and management process should contain information about each of these points.

                                                                3. Call recording and logs

                                                                Call recordings and call logs are critical for ensuring accountability and information monitoring. A good cloud or VoIP phone system will give you both.

                                                                The right service can help you identify when various patients, doctors, hospital staff, and insurance companies call and return the call with a single click. If you track your call volumes and the originations, you can staff your offices more effectively as well.

                                                                Record calls for training and evaluating staff members on their phone etiquette and knowledge. You can also upload critical conversations to an electronic healthcare record for future reference and compliance purposes.

                                                                4. Transcription

                                                                Select a business phone solution that provides call summary and voice transcription. Patient records are most helpful when the information is provided in a format that can be quickly scanned before and during patient visits. When the transcription is part of the phone service, you can streamline your workflow and provide more personalized care for patients.

                                                                5. Efficiency and ease of use

                                                                Moving patients through a provider's office, keeping up with appointment bookings, and handling insurance and billing are challenges that many healthcare offices struggle to meet. Not only should your phone system not be an obstacle, but it should also actively help you manage your office with ease and efficiency.

                                                                6. Call handling

                                                                Patients call for appointments, to speak to a doctor, or to ask about billing and insurance. Pharmacies, insurance companies, other providers, and vendors are also on the line.

                                                                Transfer calls with one click to the appropriate party, no matter who they are. Look for easy transfer, call parking, and call delegation to handle call volumes at their highest.

                                                                • Call parking allows you to place callers on hold momentarily until another staff member picks up on another device.
                                                                • Call delegation will enable you to assign other team members to answer your incoming calls while otherwise engaged.
                                                                • Call transfer makes it easy to pass calls along to a doctor or another member of your team.
                                                                • Other services to look for include call waiting and caller ID, which helps your staff prioritize calls and hand them off to the proper person.

                                                                Learn more about healthcare contact center best practices.

                                                                7. Video calling

                                                                As telehealth services continue to grow, video calling is an absolute must. Patients are demanding efficient service and prefer to skip driving to the doctor's office if it isn't necessary.

                                                                Underserved and rural areas benefit highly from video calling. Virtual meetings, conference calling, and screen sharing features can let you give patients more variety in terms of possible communication channels.

                                                                Video conferencing encourages patients to sign up for the secure patient portal, where they can access lab results, send secure messages to their provider, track immunizations, and schedule appointments.

                                                                8. Flexibility and convenience

                                                                Cloud-based phone services give you the flexibility to take calls anywhere and the convenience to use your own devices. You can even make your smartphone HIPAA-compliant with a mobile encryption service. It encourages strong passwords and prevents access to sensitive applications and data. Also, set up the device to clear all information after a limited number of attempts to access it.

                                                                Another strength of cloud-based phone service is that it is always updated to the latest version, keeping your phones secure.

                                                                9. Patient experience

                                                                Your business phone service is often the first place your patients experience your services. A lousy patient experience results in low reviews and loss of revenue. Beyond ensuring everyone answers the phone professionally and courteously, you want to provide a pleasant experience in other ways:

                                                                10. Ability to reach a live human quickly

                                                                The most common complaint from patients is the inability to get to a human when faced with a phone menu. Ensure your business phone service allows patients to quickly reach a live person through a well-designed menu or an efficient live-answer plan.

                                                                Try Dialpad

                                                                Dialpad offers all the services above and many more, and is used by healthcare organizations like Fenway Health, Metropolitan Pediatrics, and more. We help you work securely, efficiently, and effectively, no matter where you are or what device you use. It takes less than five minutes to set up.

                                                                Select a business phone service for your healthcare organization that takes care of you while you take care of others.

                                                                Tips for optimizing your online presentations https://www.dialpad.com/blog/tips-for-optimizing-your-online-presentations/ Wed, 16 Sep 2020 13:59:00 -0700 https://www.dialpad.com/blog/tips-for-optimizing-your-online-presentations/ Dialpad release roundup - October 2020 https://www.dialpad.com/blog/better-features-for-coaching-and-collaboration/ Tue, 10 Nov 2020 10:30:00 -0800 https://www.dialpad.com/blog/better-features-for-coaching-and-collaboration/ Tools shouldn’t direct your workstyle, and that’s why we built Dialpad with flexibility in mind. Last month, our platform gained several improvements built around your communication and call analytics. Choose the data to observe while uncovering trends in a call center. You can also tailor Custom Moments that capture key details for you. We’ve also rolled out a new video layout in Dialpad Meetings to tighten collaboration during meetings.

                                                                Let’s take a closer look at what Dialpad introduced in October.

                                                                Closely track call center volume

                                                                Analytics reveal trends from every interaction, and Dialpad just rolled out Heatmaps and Concurrent Calls tabs. If you’re a Dialpad Ai Contact Center customer, use these chart types to group data by hour or day of the week.

                                                                In the Heatmaps tab, Dialpad surfaces call volume and wait times. Figure out when exactly you’ll need more agents available to answer calls, thus cutting down on lengthy wait times that often hurt customer satisfaction. Concurrent Calls, meanwhile, tracks how many calls are in progress at any one time. It’ll assist in contact center forecasting and aligning agent schedules to prepare for a large number of calls.

                                                                By understanding activity throughout a week, your call center is agile and optimized to handle calls as soon as they come in. Shorter wait times, happier customers — that’s a win for your business.

                                                                Filmstrip mode in Dialpad Meetings

                                                                Dialpad Meetings already offers useful video layouts such as Dynamic and Grid View, but maybe you’d like to see all participants while a screen share remains in focus.

                                                                Filmstrip displays every participant in addition to the screen share (or an active speaker) simultaneously. Participants appear at the top of a conference, and the screen share fills the rest of the space. So it’s easy to communicate during a presentation or while reviewing documents with team members, with conference controls always accessible along the bottom of the screen.

                                                                To switch to Filmstrip during an active conference call, press the spacebar on your keyboard and transition between video layouts.

                                                                Improve coaching and quality assurance

                                                                Coaching in Dialpad just got even better. We know that our customers rely on Custom Moments and Real-Time Assist (RTA) cards, and our latest update to these features adds even more new templates.

                                                                Live coach automatically if an agent or customer discusses a replacement request, or receive an alert when a customer demands to speak to a manager. RTA cards are triggered by words and phrases unique, and they contain information that’ll get an agent through difficult questions quickly. If you’d like to analyze a call or simply recall key details after it finishes, create a Custom Moment and Dialpad Ai will comb through the entire conversation to pull highlights.

                                                                Custom Moments and RTA cards are created by you, and our templates offer a starting point to fit your needs.

                                                                Protect Personal Identifiable Information (PII)

                                                                Dialpad Ai detects personal identifiable information (PII) to warn users before sharing a call review outside your company. You’ll never want to compromise company or customer data, and this safeguard acts to shield PII from falling into the wrong hands.

                                                                But wait! There’s more…

                                                                • Dialpad Ai is live in the United Kingdom! We’ve launched a beta for Dialpad users in the United Kingdom to take advantage of real-time voice transcription, Custom Moments, and more.
                                                                • Play a busy signal or send a call straight to voicemail in your Dialpad profile’s call handling options.
                                                                Top trends of the workplace revolution https://www.dialpad.com/blog/top-trends-of-the-workplace-revolution/ Mon, 23 Nov 2020 22:11:00 -0800 https://www.dialpad.com/blog/top-trends-of-the-workplace-revolution/ Have you noticed the work world isn't what it used to be? While traditional, centralized places of business with teams of employees working nearby are still the norm for some organizations, their prevalence has undoubtedly diminished.

                                                                Non-traditional, decentralized teams and freelance workers are on the rise. Even those who do still commute to the office every day enjoy an environment that looks much different from the standard office of ten or fifteen years ago.

                                                                As time marches on and technology progresses, the way employees engage with work continues to evolve. From business tools to office furniture, change is here to stay. Be sure you're able to adapt by keeping your eye on some of these exciting trends, straight from the cutting edge of the workplace revolution.

                                                                The rise of the distributed workforce

                                                                The ability to work from anywhere on the planet is one of the tremendous shifts the workforce has seen in recent years. The United States witnessed a a huge increase in its remote workforce, and it's not just customer service jobs or IT work either — across the board, teams are becoming distributed and integrating remote workers into their strategy.

                                                                Telecommuting is on the rise for several reasons, one being that it can save money for employers and employees alike. The reduced need for office space translates to savings on rent and utilities, cleaning services, and taxes for employers. And as for employees, working remotely and cutting out the commute saves them a ton of money every year.

                                                                Adopting a remote work strategy can expand your potential talent pool. With the ability to coordinate a team across continents, you open the door to a broader range of prospects than you would recruit from your immediate locale. You also become attractive to the growing number of individuals looking for jobs that they can work remotely.

                                                                Offering remote work allows you to find the best-qualified candidate for almost any job — and the benefits don't end there. Remote work might even maximize the potential of your workforce. Working from home often results in increased employee happiness, which, in turn, can improve employee retention. With an optimized work-life balance, employees are less likely to get burned out and more likely to show up when you need them.

                                                                The benefits of remote work make it a clear advantage for employers who want to stay at the cutting edge of workplace trends. Some predictions claim remote work will completely supplant the need for physical offices by the year 2030. Joining the remote work wave and taking advantage of its benefits will only be possible if you have the right tools to empower your remote workers.

                                                                The adoption of the cloud

                                                                A corollary to managing an expanding remote workforce is the increased adoption of cloud-based communication tools. From cloud phone systems to other cloud collaboration software, an ever-increasing number of businesses find themselves relying on resources that live in the cloud.

                                                                Incorporating cloud telephony and other technology has many benefits, including flexibility and scalability of standard business solutions. As your workloads fluctuate, you can scale your business infrastructure to support your needs. Web-based cloud technologies are mobile to the point that your team can use them wherever they are. Beyond being an "anywhere" solution that can grow or shrink to fit your needs, cloud integration also provides:

                                                                • Reduced expenses. You don't have to buy a bunch of equipment, you won't have to build your own data center, and you can scale what you're spending on your internal Information Technology team. The cloud is a significant cost-cutting measure that doesn't skimp on the quality of service.
                                                                • Support for remote teams. With your solutions in the cloud, having your team collaborate using the same tools and resources is a cinch. In the long run, this improves productivity and decreases the amount of time you need to progress your various business goals.
                                                                • Consistent updates. Using cloud solutions ensure that the software and services you employ are always up-to-date. Because they're internet-based, cloud solutions are still on time with the freshest updates and newest versions — keeping you and your team at peak effectiveness.

                                                                High availability and global accessibility make cloud integration and remote work inexorably linked. As the telecommuting trend grows, so too will the migration of services to the cloud. Even without the parallel cultural shift to remote work, migrating services to the cloud can save money and improve your business efficiency, so it's a trend worth looking into.

                                                                A shift in skill sets

                                                                It's no secret that artificial intelligence is transforming the business world. The AI software market generates billions of dollars, and more than a third of businesses today use AI in some capacity. Artificial intelligence can automate routine tasks, freeing time for professionals to focus on their core objectives. Depending on the industry, it can also provide additional support that helps advance business goals.

                                                                • In the healthcare industry, AI can help track patient information and pick up on trends that might help diagnose specific ailments.
                                                                • Banks can use AI to enhance fraud detection efforts, spotting patterns that might indicate whether transactions are legitimate or fraudulent and quickly alerting account holders of suspicious activity.
                                                                • Artificial intelligence can even provide cybersecurity support, enhancing threat-detection efforts, and mitigating the severity of cyberattacks.

                                                                These use cases are impressive, but the capabilities of AI continue to evolve, extending the applications of this technology in the future. As AI grows in complexity, so too does the fear that its adoption will displace workers. Rather than putting people out of work, experts believe that there will be a shift in what society considers the most desirable employee skills with a greater focus on soft skills, discernment, strategy, and other competencies that can't be learned by an algorithm.

                                                                In years past, there was an overwhelming emphasis on STEM skills and a belief that liberal arts degrees' soft skills were of waning importance. Now, with artificial intelligence poised to automate many technical skills, that trend may well reverse, with soft skills in more demand than ever before.

                                                                The jobs least likely to be replaced by automation involve creativity and managing other people — both of which require generous amounts of soft skills to carry out effectively. What's more, skills like communication, empathy, and creativity will far outweigh raw technical ability when getting hired in the next decade.

                                                                Work becomes meaningful

                                                                Since time immemorial, people have toiled away in professional jobs that they couldn't possibly care less about, only for that all-important paycheck. Moving forward, more and more workers will be asking for some purpose with their pay, as employees have an increasing desire for their efforts to be meaningful. To adapt to the modern workplace's needs, you'll need to make the case to your workers that their work goes beyond merely generating profits for those at the top — you'll need to explain how it all fits into the big picture.

                                                                This begins with creating a clear understanding of your company's values, then hiring candidates based on how well they mesh with those values. Beyond that, you'll need to back off the micromanaging, offer increased trust and flexibility, and demonstrate ambitious leadership to keep pace with new employee expectations in the workplace.

                                                                Evolving trends in the workplace

                                                                If there's one thing that will stay the same, it's the fact that the workplace will continue to change. You can already see the tremendous shifts in workplace culture caused by remote work and cloud technology. You can expect advances like these to continue to force the nature of work to evolve.

                                                                Keeping pace with these trends is imperative if you want your organization to stay competitive. Arming yourself with the right tools to adapt to the workplace revolution will maximize your chances of hiring — and keeping — the best employees. Dialpad's cloud-based communications platform comes with native artificial intelligence and will enable your team to scale and work from anywhere.

                                                                Best practices for cloud phone system deployment https://www.dialpad.com/blog/best-practices-for-cloud-phone-system-deployment/ Mon, 30 Nov 2020 23:08:00 -0800 https://www.dialpad.com/blog/best-practices-for-cloud-phone-system-deployment/ The time has come to transform your business's communications system. More and more organizations are moving from private branch exchange (PBX) phone services to cloud calling, which offers a range of benefits, from increased workplace flexibility to reduced costs and heightened security.

                                                                Large-scale transition is never easy, and voice calling is one of the most mission-critical tools for any organization. Whether you lead a small business or need an enterprise phone system, coordinating operations and retraining end users can prove a daunting obstacle to a comprehensive cloud calling deployment.

                                                                But it doesn't have to be. With the right strategy, your organization's transition to a cloud voice system or Voice over Internet Protocol (VoIP) can be as seamless as possible — unlocking efficiencies for your business and empowering your employees to increase quality interactions with customers.

                                                                4 tips to prepare for cloud phone system deployment

                                                                Successfully ramp up your cloud calling deployment and expertly manage the transition to a cloud phone system with the following best practices.

                                                                1. Ready your network

                                                                Preparing your network for a move to cloud calling is the single most critical step in ensuring that your infrastructure will support Quality of Service (QoS) for VoIP.

                                                                Once you move voice and video calls to your internet service provider (ISP) network, you place a substantial additional stressor on that network. Increasing bandwidth allotment can help to preserve call quality through the change. Some organizations even engage multiple independent ISPs if one of them experiences an outage or distributed denial of service (DDoS) attack.

                                                                In addition to increasing bandwidth, you also need to configure your network settings to prioritize voice and video calls over other activities to preserve call quality. This may slow down email for 0.1 seconds, but maintaining strong voice connections with customers will be more critical to your business outlook overall.

                                                                You don't want anything to interfere with call quality, especially for the sake of employees listening to music or watching videos. And if prioritizing VoIP traffic results in a discernable lag for other operations, increasing bandwidth further can resolve those issues.

                                                                Keep in mind that voice traffic is more susceptible to network issues like packet loss and jitter: your existing infrastructure may handle data with ease, but that doesn't mean it's optimized for cloud calling. To go live, you may need to make adjustments after testing to ensure consistent call quality.

                                                                2. Empower your IT team

                                                                Leading a cloud phone system deployment requires seamless coordination with IT to access all of the scalability and mobility benefits resulting from the transition.

                                                                Along with your organization's IT team, launching a comprehensive bring-your-own-device (BYOD) policy will allow employees to quickly and easily transform their devices into business phone systems. By empowering teams to shift productivity among devices and away from the office, you help them see the benefits of deployment immediately and get them on board with the transition — all while simultaneously increasing productivity, collaboration, and morale.

                                                                Ideally, your IT team and the VoIP team will synergize with open communication. This will prevent one group from affecting the other and help everyone play well together in a shared network infrastructure. Your IT team can also be a valuable resource in boosting security, establishing resolution tools, and monitoring user adoption and experience.

                                                                3. Integrate, integrate, integrate

                                                                The most powerful aspect of cloud calling is its ability to integrate with other tools. Dialpad offers seamless integrations with Google Workspace, Zendesk, Salesforce, and many other services that drive your business's productivity.

                                                                By combining all of these tools through native integrations, you maximize each one's value across a coordinated and comprehensive platform, optimizing the benefits for your bottom line and the overall experience for both your employees and your customers.

                                                                Educating end-users about cloud phone system integrations can help unify your organization around a single platform, increasing efficiency and streamlining operations. Reducing bloat from unnecessary service tools can also help to free up bandwidth for voice and video calling. Most importantly, integrations can also provide a richer context for conversations and empower employees with all of the functionality they need at their fingertips.

                                                                4. Have a change management plan

                                                                Leading change within an organization is difficult. It may feel impossible to get all stakeholders on board, especially when transitions happen on a global scale.

                                                                Transparency and open communication are some change management best practices that give stakeholders agency in the process. Creating a space for people to ask questions about the change can help alleviate concerns.

                                                                Wide-scale education and empowerment are also crucial. Share resources to help end-users prepare for the change to their roles, including interactive tutorials and training. Once you've delivered this content and presented the new service in a way that teams can understand, allow them to adopt it at their own pace.

                                                                Dialpad offers a range of how-to videos you can use to provide support to users: they can draw upon these resources as they become ready to adopt new features and approaches.

                                                                Depending on the culture and shared vision, some organizations may be more adaptive to change than others. Regardless of where your enterprise sits along that spectrum, leave some room for people to express doubt and discomfort and trust that with enough time and education, these feelings will turn to discovery and value appreciation once the transition yields greater convenience and flexibility for your workforce.

                                                                Successful cloud phone deployment with Dialpad

                                                                These best practices are vital to ensuring that your cloud phone system deployment experience is as smooth and seamless as possible, without service interruptions for your customers. That's why Dialpad's product suite covers the full range of modern business communications, with seamless integrations and ultra-fast deployment.

                                                                Today, thousands of the world's most innovative businesses use Dialpad for its unmatched security, reliability, and scale.

                                                                Learn more about how Dialpad can help you with fast setup, hassle-free deployment, and the ability to provision and manage users with ease and efficiency.

                                                                Leverage Dialpad Ai to enhance customer resources https://www.dialpad.com/blog/leverage-artificial-intelligence-ai-to-enhance-customer-resources/ Mon, 07 Dec 2020 10:11:00 -0800 https://www.dialpad.com/blog/leverage-artificial-intelligence-ai-to-enhance-customer-resources/ Customers want to speak with well-trained agents in an efficient, informed call center. Easily bring this level of service to your call center using Dialpad Ai, and build out customer-facing resources outside the call center to answer questions before they ever reach your business.

                                                                Dialpad Ai will allow you to harness AI technology to analyze interactions between your agents and your customers. Know exactly what’s being said on calls to adjust your strategy. Empower your customers, and make them feel like knowledgeable experts on your business to serve themselves. Call volume may drop, and that reduces stress on your agents by avoiding a flood of inbound calls over simple questions.

                                                                Every call and interaction provides insights, but only if you can find them. Leverage Dialpad Ai to learn more about your customers and identify gaps that you can address right away.

                                                                Use call analytics and Dialpad Ai together to elevate your customer service:

                                                                • Identify gaps in training material
                                                                • Create relevant help resources
                                                                • Improve FAQs to answer real customer questions

                                                                Let’s explore how your business will benefit internally and externally with Dialpad Ai.

                                                                Identify gaps in training materials

                                                                Consider this scenario: a customer calls your call center asking for help with their account. Your agent goes through each step as trained, until arriving at the issue. Despite all your training, this is a situation the agent is unprepared for. What do you do? After all, this interaction will determine customer satisfaction that impacts your business directly.

                                                                With Dialpad Ai, you can identify this gap in training without needing to listen in on the call or take notes. Dialpad Ai automatically transcribes the call and sorts the details according to your moments, such as the purpose of the call or the overall sentiment felt by the caller. It’ll understand these metrics for every call, and over time analytics will reveal trends from interactions.

                                                                Dialpad Ai uncovers recurring problem areas, so you’ll be well-equipped to address them. Adjust training to ensure agents are prepared for a similar situation in the near future and create a real-time assist card in case anyone experiences a similar concern or difficulty during a call.

                                                                📚 Check out Dialpad's State of AI in Customer Service Report 2022 for the latest insights about AI's impact on businesses and contact centers, based on a survey of over 1,000 CX professionals.

                                                                Create relevant help resources

                                                                Find out what customers are struggling with the most, and use Dialpad Ai’s insights to assemble customer-facing resources to help them. Is there a step in the ordering process that customers get stuck on? Are there issues in the product that customers call in to troubleshoot? Now you’re able to get in front of potential hiccups.

                                                                Dialpad Ai proactively realizes specific issues based on what customers are saying on calls. Get ahead of the game and work to address each issue as needed, designing a Help Center to offer step-by-step instructions and tips or tricks to empower customers in the journey with your business. In fact, a dedicated Help Center not only serves customers but also your own employees to stay on top of all features and updates.

                                                                Understand your customers’ issues to provide the best assistance possible, whether that’s through live agents in your call center or customer-facing resources such as a Help Center.

                                                                Improve FAQs to answer real customer questions

                                                                FAQs address the questions that customers are frequently asking. Often they’re written based on questions you predict your customers will have, but FAQs should be updated based on what customers are really asking.

                                                                Whether it’s unpredicted stumbling blocks or questions about a recent feature release, Dialpad Ai will capture what customers are asking so you can address these subjects in FAQs. Answers will exist outside your call center, and that means customers won’t inundate your agents with common or simple questions anymore.

                                                                Activate Dialpad Ai in your business today

                                                                Getting started with Dialpad Ai is easy. Use the Analytics keyword search or create a Custom Moment to see how specific topics of interest are trending. From there, you can dig in to see how your team handles these calls.

                                                                Is there a specific topic that is surfacing often? If so, consider creating more resources on your customer support pages to address the topic preemptively. You can also use this to reveal common questions to add to your FAQs. It can help reduce the number of calls to your call center and give your team more resources for addressing them effectively.

                                                                In addition, if you find that agents struggle on calls with some of these topics, you are now better equipped to help them. Consider creating new agent training materials for onboarding and continued learning, or create a real-time assist card to provide timely in-call assistance.

                                                                Beyond assisting customers, analytics can also be used to check for PII compliance. You can, for instance, filter for the ‘Email Address’ moment on the agent call side to see how often agents offer up a customer’s email address. Use this to remind agents not to share customer information before confirming that they are talking to the appropriate customer.

                                                                We’re constantly rolling out upgrades to Dialpad Ai. Let us know how you’re using Dialpad Ai in your business, and enroll in Dialpad’s Early Adopter Program to test new features before they’re widely available.

                                                                Small, simple moments inspire great meaning https://www.dialpad.com/blog/equity-balance-belonging-event-with-moonlight-movie/ Tue, 08 Dec 2020 10:25:00 -0800 https://www.dialpad.com/blog/equity-balance-belonging-event-with-moonlight-movie/ This past month, our Equity, Balance, and Belonging team held a company-wide event to bring the themes of community, sexual identity, and intersectionality to light. But how do you discuss such topics in a way that resonates with everyone? Movie night (with a special guest)—of course.

                                                                Equity, Balance, and Belonging at Dialpad

                                                                Inclusion is critical to the way we communicate and build our services. Looking back at the past year, Dialpad has seen and heard the pervasiveness of racial inequality and injustice in our world. To combat this, our EBB team has been working hard creating events and programs to help cultivate true equity, balance, and belonging here at Dialpad.

                                                                Our latest event to champion inclusion and diversity was a free movie screening of the award-winning Moonlight, followed by a discussion with the film’s producer, Andrew Hevia.

                                                                Takeaways from Andrew Hevia and Moonlight

                                                                Moonlight is a coming-of-age drama written and directed by Barry Jenkins. The film, based on Tarell Alvin McCraney’s play In Moonlight Black Boys Look Blue, is a series of three vignettes centered around Chiron’s, the main character, childhood, adolescence, and early adult life. The entire film uncovers Chiron’s sexual identity and the physical and emotional abuse he faces growing up.

                                                                Here are a few takeaways from the discussion with Andrew after our Moonlight screening:

                                                                1. Something original doesn’t need to be expensive. Moonlight grossed $65 million on a $1.5 million budget. So, whether you’re making a movie or managing an event at work, you can still create a massive impact on a budget—just keep your message clear and original.
                                                                2. Authenticity creates the most impact. It’s why Andrew wanted to film Moonlight in his hometown of Miami. “By focusing on Miami, we could explore the stories in our neighborhoods. Stories we understood. Stories we lived. Stories that were authentic to us. We wanted to show you where we lived.” When you tell a story that you have a deep understanding of, it comes across in your work.
                                                                3. Focus on a single audience. The rest will come. When creating Moonlight, Andrew set his sole focus on one audience—individuals like the main character. People that never seemed to fit in. People who came from an abusive past. People with an uncertain future. Andrew knew that not everyone has experienced this. But when you tell the story in a focused, compelling way, anyone can relate to it.
                                                                4. Small moments can create great meaning. As we see in Moonlight, a small moment like meeting a kind neighbor or eating dinner with an old friend can change someone’s life forever. Your story doesn’t need to be about saving the world or ending poverty. It just has to be human.

                                                                So, what can we learn from Moonlight and our discussion with Andrew? To the Equity, Balance, and Belonging team, awareness is the first step in any endeavor. Awareness for people of different cultures. Awareness of past trauma. Awareness of individuals that question their sexual identity. Once you become aware of people with diverse backgrounds and underrepresented communities, then you can start to advocate, understand, and build policy to help those individuals. Moonlight does an excellent job of this and its impactful storytelling allowed for millions of others to relate.

                                                                Dialpad will continue to work towards true diversity, equity, and inclusion by acknowledging and understanding the realities of underrepresented communities. If you have an idea for our next event or have another movie recommendation, please email our Equity, Balance, and Belonging team at ebb@dialpad.com.

                                                                Special Thanks to Andrew Hevia

                                                                We would like to extend our gratitude for taking time out of your busy life to chat with us.

                                                                About Andrew Hevia

                                                                Andrew Hevia is a Cuban American filmmaker from Miami, Florida. His producing credits include the three-time Academy Award-winning film Moonlight and the Spanish language film Cenzias, winner of three Ecuadorian national film awards. His latest directing project, a documentary feature called Leave the Bus Through The Broken Window, was called “the most original and fascinating documentary” of the year by Film Threat after it premiered at SXSW in Austin, Texas.

                                                                A graduate of the Florida State University Film School and Fordham University's Gabelli School of Business, Andrew was a 2015 Fulbright Fellow to Hong Kong, a 2017 IFP Labs Fellow, and a 2018 Producing Fellow at Berlinale Talents. He currently lives in Los Angeles, where he runs the North American office of Fabula, the Academy Award-winning production company founded by Juan de Dios and Pablo Larraín.

                                                                Dialpad release roundup - November 2020 https://www.dialpad.com/blog/smarter-communication-tools-for-calls-and-meetings/ Thu, 10 Dec 2020 14:27:00 -0800 https://www.dialpad.com/blog/smarter-communication-tools-for-calls-and-meetings/ Release roundup: November

                                                                Making a final push to the end of the year? Projects need to get done, and there’s no time to waste. So don’t get caught up in tedious tasks that misdirect your focus. In the last few weeks, Dialpad released updates that allow you to work smarter.

                                                                Co-hosts are able to run your conference calls and virtual meetings with a full set of organizer-level controls, and a new moderate feature in Dialpad prevents participants from accidentally disrupting key presentations. Dialpad’s analytics also received a significant boost through saved search filters, getting you right back to valuable data and insight quicker than ever.

                                                                As 2020 comes to a close, take advantage of these features and others to optimize your workflow.

                                                                Let’s take a closer look at what Dialpad introduced in November.

                                                                Co-hosts by your side, even if you're unavailable

                                                                Schedules are all over the map, and even during a meeting you might just lose track of controls to manage the conference. Dialpad Meetings' (formerly UberConference) new Co-host feature lets you grant organizer privileges to participants, either on a one-off or recurring basis. Think of it as designating a participant as your sidekick to run a conference smoothly.

                                                                Co-hosts oversee a video conference as an organizer does. Start recording the conference, or activate Dialpad Ai to capture the transcript as well as any key details through moments. Of course, there’s also access to core functions — change the meeting title, mute participants, and remove guests. Breathe a sigh of relief knowing there’s someone to manage conferences alongside you.

                                                                Dialpad Meetings allows you to designate co-hosts for all future conferences, too. If you know that you’re often unavailable for a specific meeting or ever need to run out early, choose the team members who should run your conferences moving forward. In your absence, meetings will still take place and the call summaries are automatically delivered to your account.

                                                                Find your filters, instantly

                                                                Analytics and Call History menus are where you’ll discover data and insight to drive decision-making. Since you’re likely using the same filters to focus on specific employees, departments, or call centers regularly, Dialpad debuted Saved Search:

                                                                Saved Search ditches all the repetition, and it also ensures consistency in your analysis. Identify who or what to filter for to view data, then save a set of filters for future reference. Any time you return to the Analytics or Call History menu, cue the Saved Search and the same set of filters will appear instantly.

                                                                Easily avoid interruptions during conferences

                                                                Cut down on pesky interruptions during a conference in just one click. Organizers can turn on the Moderate feature in Dialpad Meetings to prevent all participants from muting others and sharing their screens:

                                                                Everyone already understands that meetings are typically filled with interruptions. So take action to avoid two common interruptions immediately. It’s easy to enable directly from an active conference, and then you’re no longer worried about click-happy or nontechnical users accidentally interrupting the flow of communication.

                                                                Once turned on, the Moderate feature greys out buttons that participants would use to mute or unmute and start screen sharing during a conference. Dialpad Meetings also displays a ‘Moderated’ label to all participants.

                                                                But wait! There’s more…

                                                                  SoftBank Corp. backs Dialpad’s AI-powered business communication https://www.dialpad.com/blog/softbank-corp-backs-dialpad-technology/ Mon, 21 Dec 2020 11:10:00 -0800 https://www.dialpad.com/blog/softbank-corp-backs-dialpad-technology/ While the future of work is still evolving worldwide, it’s clear smarter, more flexible communication platforms that drive true productivity are needed. That’s why we’re excited to strengthen our existing partnership with SoftBank. Together, we’ll expand business growth in Japan and the greater APAC region.

                                                                  Today, we announced SoftBank joined our previous $100M Series-E funding round, led by OMERS Growth Equity, with an additional $10M investment. This new financing not only underpins our four-year partnership but also extends our footprint and supports a full product launch in Japan—including a Japanese version of Dialpad Ai. To date, our alliance with SoftBank has helped more than 1,000 customers and 50,000 users migrate to a cloud-based communication platform. Dialpad signups grew nearly 500% in 2020.

                                                                  Transforming the future of work from anywhere

                                                                  Dialpad and Softbank believe Dialpad Ai will revolutionize the future of work, and we’re only just beginning to scratch the surface of what’s possible. Kunihiro Fujinaga, Senior Vice President at SoftBank Corp.’s Enterprise Business Unit, explained in a press release that the vast majority of all (98%) voice calls are not digitized. Yet, speech recognition and natural language processing (NLP) capabilities create more efficient workflows and allow users to glean meaningful insights from every conversation.

                                                                  Dialpad Ai automates note taking and presents continuous data and insight in response to what’s happening during a meeting or call. In call centers, for example, agents receive recommended solutions, while, at the same time, managers monitor sentiment and discover trends the moment they start. In addition to Dialpad Ai, our partnership with SoftBank also brings Dialpad’s cloud contact center solution to Japan so customers can set up call centers remotely in a matter of minutes.

                                                                  Helping navigate The New Normal

                                                                  The pandemic revealed a gap in communication tools and remote work elevated the importance they play in ensuring business resilience and continuity. Our AI-powered unified platform for voice, video, and messaging empowers employees and enables the hybrid workforce—during unprecedented disruption and moving forward.

                                                                  For example, in March 2020, as COVID-19 accelerated, and a state of emergency in Japan was imminent, human resources services provider Randstad’s branch offices were forced to close. Using Dialpad, the company’s operations were seamlessly switched to home immediately. Safety and security remain paramount, and our technology continues to enable employee flexibility and business continuity.

                                                                  Dialpad + SoftBank = Better together

                                                                  With $250 million in funding under our belt and the acquisition of Highfive in September, Dialpad is creating the future of work. The latest investment from SoftBank is a testament to our ability to meet the fast-growing demand for advanced, cloud communication tools in Japan.

                                                                  Top 2020 Dialpad moments https://www.dialpad.com/blog/2020-top-company-moments/ Mon, 28 Dec 2020 11:15:00 -0800 https://www.dialpad.com/blog/2020-top-company-moments/ Work anywhere, on any device. It turned out to matter more this year than ever before. Businesses and their employees were faced with a global pandemic that shuttered offices for almost an entire year, but Dialpad adapted and remained committed to innovation. We’re extremely proud of our team, and the milestones achieved in 2020 exemplify exactly that.

                                                                  Let’s close out 2020 with a look back at Dialpad's biggest moments.

                                                                  ✊🏽 The formation of our Equity, Balance, and Belonging Team! We understand the importance of inclusion and acceptance, so we created new events and programs to help create equity and a sense of belonging at Dialpad. Our first event was a screening of the award-winning film, Moonlight, followed by a discussion with the film’s producer, Andrew Hevia. This was the first initiative of many to come, and we’re excited to continue with similar events throughout 2021.

                                                                  📈 We launched our Dialpad for Startups program and participated in #TechforBlackFounders. With this, we’ll be able to reach and help more startups, including those in need of an effective and scalable business communications platform and support and early-stage startups led by Black founders.

                                                                  🎉 Dialpad was named the ‘Overall Remote Communication Solution of the Year’ in the 2020 RemoteTech Breakthrough Awards!

                                                                  💻 We allowed companies around the world to transition to remote work by enabling them to set up users through free licenses and trials. This included offering Dialpad Voice and Dialpad UberConference (now known as Dialpad Meetings) Business versions to organizations of all sizes across North America without any additional costs, which helped make their transitions to remote work so much easier.

                                                                  🌎 Dialers didn’t miss a beat, embracing the #WorkFromAnywhere mindset immediately. This sudden change provided us with key insights into the WFH experience, which our CRO, Dan O’Connell, highlighted in our blog.

                                                                  🤝 Highfive joined our family and introduced more incredible cloud-based video conferencing features to the platform. Dialpad customers can connect rooms, interop with other video services, and get legacy device support all through the cloud.

                                                                  🏦 Dialpad raised $100 million Series E funding, enabling us to continue innovating and meeting the rising demand for cloud communications tools on a single platform.

                                                                  📞 Dialpad Ai Contact Center made its debut, providing call centers and agents around the world with the tools they need to make every call a triumph. Calls are powered by Dialpad's native artificial intelligence functionality, providing real-time feedback, coaching, and insights.

                                                                  🗣 We got to see the power of Dialpad Ai amplify voices all over the world.

                                                                  2020 appears vastly different than anyone expected, but Dialpad got through it as a team while helping other organizations do the same. We’re thankful for all our employees around the world who contributed to us achieving all these amazing milestones, and we look forward to growing and reaching new heights in the coming year. I can’t wait to see what’s next in 2021 as Dialpad, as well as our customers, take on a new year filled with motivation to thrive.

                                                                  Top reasons to invest in call analytics https://www.dialpad.com/blog/why-invest-in-call-analytics/ Mon, 28 Dec 2020 08:00:00 -0800 https://www.dialpad.com/blog/why-invest-in-call-analytics/ Get 100% Uptime SLA with Dialpad https://www.dialpad.com/blog/100-percent-uptime-sla-for-enterprise-customers/ Mon, 11 Jan 2021 06:00:00 -0800 https://www.dialpad.com/blog/100-percent-uptime-sla-for-enterprise-customers/ 6 benefits of IVR in your contact center https://www.dialpad.com/blog/ivr-benefits-for-contact-center/ Fri, 22 Jan 2021 09:51:00 -0800 https://www.dialpad.com/blog/ivr-benefits-for-contact-center/ Build your startup stack https://www.dialpad.com/blog/helping-early-stage-companies-succeed-with-startup-stack/ Tue, 26 Jan 2021 10:00:00 -0800 https://www.dialpad.com/blog/helping-early-stage-companies-succeed-with-startup-stack/ Tech Talk: How we built the best AI egine in the world https://www.dialpad.com/blog/leveraging-our-artificial-intelligence-engine/ Tue, 02 Feb 2021 06:00:00 -0800 https://www.dialpad.com/blog/leveraging-our-artificial-intelligence-engine/ Hold please: How hold times affect customer satisfaction https://www.dialpad.com/blog/how-hold-time-affects-customer-satisfaction/ Thu, 28 Jan 2021 11:00:00 -0800 https://www.dialpad.com/blog/how-hold-time-affects-customer-satisfaction/ 6 ways to improve your CSAT score https://www.dialpad.com/blog/ways-to-improve-your-csat-score/ Wed, 03 Feb 2021 06:00:00 -0800 https://www.dialpad.com/blog/ways-to-improve-your-csat-score/ Dialpad release roundup - January 2021 https://www.dialpad.com/blog/new-year-new-business-communications-features/ Wed, 10 Feb 2021 09:30:00 -0800 https://www.dialpad.com/blog/new-year-new-business-communications-features/ Why punctuation matters in AI transcriptions https://www.dialpad.com/blog/why-punctuation-matters-in-transcriptions/ Thu, 11 Feb 2021 10:09:00 -0800 https://www.dialpad.com/blog/why-punctuation-matters-in-transcriptions/ Your business caller ID: Tips and best practices https://www.dialpad.com/blog/business-caller-id-best-practices/ Fri, 12 Feb 2021 06:00:00 -0800 https://www.dialpad.com/blog/business-caller-id-best-practices/ From AI to the Business Phone: Top 5 Trends for Real Estate Companies to Know https://www.dialpad.com/blog/top-trends-for-real-estate-companies/ Tue, 16 Feb 2021 14:39:00 -0800 https://www.dialpad.com/blog/top-trends-for-real-estate-companies/ Contact Center: Key Benefits of a Unified Communications Solution https://www.dialpad.com/blog/contact-center-key-benefits-of-a-unified-communications-solution/ Mon, 22 Feb 2021 12:34:00 -0800 https://www.dialpad.com/blog/contact-center-key-benefits-of-a-unified-communications-solution/

                                                                  Top Business VoIP Trends to Follow in 2021 https://www.dialpad.com/blog/top-business-voip-trends/ Thu, 25 Feb 2021 06:00:00 -0800 https://www.dialpad.com/blog/top-business-voip-trends/ Dialpad Celebrates Black History Month https://www.dialpad.com/blog/dialpad-celebrates-black-history-month/ Wed, 24 Feb 2021 10:27:00 -0800 https://www.dialpad.com/blog/dialpad-celebrates-black-history-month/ 5 Ways Call Centers Can Leverage AI to Improve Performance https://www.dialpad.com/blog/how-ai-can-help-call-centers-improve-performance/ Tue, 02 Mar 2021 09:47:00 -0800 https://www.dialpad.com/blog/how-ai-can-help-call-centers-improve-performance/ Data Security: What it Means For Your Data to be Secure https://www.dialpad.com/blog/measures-we-take-to-protect-your-data-security/ Mon, 01 Mar 2021 10:01:00 -0800 https://www.dialpad.com/blog/measures-we-take-to-protect-your-data-security/ 6 Benefits of Visual Voicemail https://www.dialpad.com/blog/benefits-of-visual-voicemail/ Wed, 03 Mar 2021 06:00:00 -0800 https://www.dialpad.com/blog/benefits-of-visual-voicemail/ Dialpad and T-Mobile Announce a New Collaboration https://www.dialpad.com/blog/t-mobile-collaborate/ Thu, 04 Mar 2021 08:30:00 -0800 https://www.dialpad.com/blog/t-mobile-collaborate/ Dialpad Release Roundup - February 2021 https://www.dialpad.com/blog/new-features-make-the-most-of-your-time/ Mon, 08 Mar 2021 07:00:00 -0800 https://www.dialpad.com/blog/new-features-make-the-most-of-your-time/ Benefits of business VoIP that integrates with HubSpot https://www.dialpad.com/blog/benefits-of-business-voip-hubspot-integration/ Thu, 11 Mar 2021 09:42:00 -0800 https://www.dialpad.com/blog/benefits-of-business-voip-hubspot-integration/ Start the Clock: Introducing Meeting Countdown Timer for Efficient Discussions https://www.dialpad.com/blog/meeting-countdown-timer-for-efficient-discussions/ Fri, 12 Mar 2021 06:30:00 -0800 https://www.dialpad.com/blog/meeting-countdown-timer-for-efficient-discussions/ Set Up Your Contact Center in Minutes With Dialpad https://www.dialpad.com/blog/set-up-your-contact-center-in-minutes/ Mon, 15 Mar 2021 12:17:00 -0700 https://www.dialpad.com/blog/set-up-your-contact-center-in-minutes/ Dialpad Makes Waves with 2020 Awards and Accolades https://www.dialpad.com/blog/dialpad-makes-waves-with-2020-awards-and-accolades/ Tue, 16 Mar 2021 11:07:00 -0700 https://www.dialpad.com/blog/dialpad-makes-waves-with-2020-awards-and-accolades/ IDC MarketScape Names Dialpad a “Major Player” for UCaaS Service Providers for Enterprise and SMB https://www.dialpad.com/blog/proud-to-be-an-idc-marketscape-major-player/ Thu, 18 Mar 2021 09:54:00 -0700 https://www.dialpad.com/blog/proud-to-be-an-idc-marketscape-major-player/ Top Four Mistakes Contact Centers Make that Impact Retention https://www.dialpad.com/blog/top-four-mistakes-contact-centers-make-that-impact-retention/ Fri, 19 Mar 2021 10:19:00 -0700 https://www.dialpad.com/blog/top-four-mistakes-contact-centers-make-that-impact-retention/ Video Conferencing Best Practices When Working from Home https://www.dialpad.com/blog/wfh-video-conferencing-best-practices/ Thu, 25 Mar 2021 12:18:00 -0700 https://www.dialpad.com/blog/wfh-video-conferencing-best-practices/ How Dialpad Ai Can Empower Small Business Communications https://www.dialpad.com/blog/how-artificial-intelligence-can-empower-small-business-communications/ Fri, 26 Mar 2021 14:08:00 -0700 https://www.dialpad.com/blog/how-artificial-intelligence-can-empower-small-business-communications/ Women's History Month at Dialpad: Q&A with Bridget O'Brien https://www.dialpad.com/blog/womens-history-month-bridget-obrien/ Mon, 29 Mar 2021 06:30:00 -0700 https://www.dialpad.com/blog/womens-history-month-bridget-obrien/ Dialpad Showcases the Power of AI & UC at Enterprise Connect https://www.dialpad.com/blog/dialpad-showcases-the-power-of-ai-uc-at-enterprise-connect/ Tue, 30 Mar 2021 09:59:00 -0700 https://www.dialpad.com/blog/dialpad-showcases-the-power-of-ai-uc-at-enterprise-connect/ Dialpad Partner Success Portal: An All-in-One Experience https://www.dialpad.com/blog/new-dialpad-partner-success-portal/ Mon, 05 Apr 2021 12:30:00 -0700 https://www.dialpad.com/blog/new-dialpad-partner-success-portal/ Get More Out of Your Remote Meetings and Conferences https://www.dialpad.com/blog/get-more-out-of-your-remote-meetings-and-conferences/ Wed, 31 Mar 2021 10:23:00 -0700 https://www.dialpad.com/blog/get-more-out-of-your-remote-meetings-and-conferences/ Everybody Belongs in the Conversation: Dialpad's Journey Towards More Inclusive Language https://www.dialpad.com/blog/dialpad-journey-towards-more-inclusive-language/ Fri, 02 Apr 2021 10:30:00 -0700 https://www.dialpad.com/blog/dialpad-journey-towards-more-inclusive-language/ Closed Captioning vs. Live Transcription: What's the Difference? https://www.dialpad.com/blog/closed-captioning-vs-live-transcription/ Tue, 06 Apr 2021 13:10:00 -0700 https://www.dialpad.com/blog/closed-captioning-vs-live-transcription/ Dialpad Release Roundup - March 2021 https://www.dialpad.com/blog/new-enhancements-for-video-meetings-and-kustomer-integration/ Tue, 06 Apr 2021 14:56:00 -0700 https://www.dialpad.com/blog/new-enhancements-for-video-meetings-and-kustomer-integration/ Cloud Security Best Practices https://www.dialpad.com/blog/cloud-security-best-practices/ Thu, 08 Apr 2021 09:00:00 -0700 https://www.dialpad.com/blog/cloud-security-best-practices/ Never Get Stumped on a Business Call: How Dialpad Ai Keeps the Conversation Going https://www.dialpad.com/blog/leveraging-real-time-assist-for-better-calls/ Thu, 08 Apr 2021 11:06:00 -0700 https://www.dialpad.com/blog/leveraging-real-time-assist-for-better-calls/ How Technology Is Changing the Future of Higher Education https://www.dialpad.com/blog/technology-and-the-future-of-higher-education/ Fri, 09 Apr 2021 09:53:00 -0700 https://www.dialpad.com/blog/technology-and-the-future-of-higher-education/ T-Mobile Collaborate: The Future of Hybrid Work, Industry Says https://www.dialpad.com/blog/t-mobile-collaborate-future-of-hybrid-work/ Mon, 12 Apr 2021 07:12:00 -0700 https://www.dialpad.com/blog/t-mobile-collaborate-future-of-hybrid-work/ Getting to know Dialpad's new CHRO, CMO, COO and CTO https://www.dialpad.com/blog/welcoming-new-c-suite-executives/ Wed, 14 Apr 2021 08:00:00 -0700 https://www.dialpad.com/blog/welcoming-new-c-suite-executives/ We are so excited to welcome four new leaders to our executive team to help drive our next phase of growth: Tasha Liniger, who is rejoining Dialpad as Chief Human Resources Officer (CHRO); Morgan Norman, also a boomerang, is coming back as Dialpad’s Chief Marketing Officer (CMO); Jason Yang, promoted from SVP of Marketing and Operations to Chief Operating Officer (COO); and Brian Peterson, one of Dialpad’s co-founder, has been named Chief Technology Officer (CTO) after serving as our Senior Vice President of Product Engineering.

                                                                  Learn more about Tasha, Morgan, Jason and Brian - and what they’re looking forward to accomplishing over the next year!

                                                                  Tasha Liniger, Chief Human Resources Officer

                                                                  Q: In your opinion, what is the most exciting thing about Dialpad?

                                                                  A: That's easy: the people. I am blown away by the team we've built. I love connecting with Dialers I haven't met before. In my role, I have lots of opportunities to do that. I learn so much from everyone I meet, and always walk away from those meetings thinking "I am so excited they joined... they're going to do great things."

                                                                  Q: What are you aiming to accomplish over the next year?

                                                                  A: I’m at Dialpad to help the company scale globally. While that’s a huge undertaking itself, my main goal as we grow is to maintain the high bar that we have for talent while preserving the culture that we are all proud of.

                                                                  Q: What is your remote worker tip for staying sane during the pandemic?

                                                                  A: I'm a really early riser so it's been helpful to get my kids’ daily schedules set and meals prepped before I start work. No plan is ever foolproof but dedicating 30-45 minutes to organizing their days before they wake up has definitely helped to make my workday less chaotic. Besides that, I make sure I go outside to get fresh air and sunlight a few times a day. A quick walk around my neighborhood is the perfect stress reliever.

                                                                  Q: Favorite thing to do outside of work?

                                                                  A: I love hiking in the mountains near my house and playing tennis with my kids. Right now we are binge-watching Lost with our kids. It just blows my mind because my husband and I watched Lost together when we had our first son 15 years ago. How time flies!

                                                                  Morgan Norman, Chief Marketing Officer

                                                                  Q: In your opinion, what is the most exciting thing about Dialpad?

                                                                  A: Dialpad has always attracted the smartest and brightest people hands down. Beyond that, I truly believe Dialpad has the product that will drive the best benefits to the market and to our customers — I’ve known this since my previous time at Dialpad. After being a part of 4 previous startups-to-unicorns, it is clear that this is the best product team I've ever met in my lifetime - and will probably ever meet.

                                                                  Q: What are you aiming to accomplish over the next year?

                                                                  A: We have an epic opportunity to help open back up America and the world with our technology. To do that we want the world to know there is a better way than old desk phones, and old software. I want to drive large-scale, global brand awareness for Dialpad and put us in a position to outgrow the competition. But beyond that, I’m here to bring together our amazing product with an unstoppable go-to-market engine. As part of that, I’ll ensure we continue our journey on designing for joy and happiness at every point of the customer lifecycle, which will create a healthier way to work for our customers, partners and Dialers.

                                                                  Q: If you were stuck on a desert island and could only bring three things - what would they be and why?

                                                                  A: Oh… you got me… The first thing that comes to mind is a Kindle, but unless I bring a solar panel, not sure how I’d charge it! The other things that come to mind are music and things that will keep my creativity flowing — a Japanese (shakuhachi). Maybe I pull a Tom Hanks and bring a volleyball I can paint.

                                                                  Q: If you weren’t in marketing, what would you be doing?

                                                                  A: My ultimate goal from here is pretty simple — it’s to open a wine bar and art gallery - so I’d say that. I’d love to host some good Thursday night gatherings, meet some truly interesting people and drink a lot of wine. Hopefully, the community can share a lifetime of laughs and stories.

                                                                  Jason Yang, Chief Operating Officer

                                                                  Q: In your opinion, what is the most exciting thing about Dialpad?

                                                                  A: The culture is world-class. Dialpad has deep roots which make it possible to attract and retain the very best talent in the marketplace. I've worked at some great places, but Dialpad is truly amazing.

                                                                  Q: What are you aiming to accomplish over the next year?

                                                                  A: I want to help build Dialpad into the most innovative player in the UCaaS-CCaaS market by massively increasing awareness and equity of the Dialpad brand. I want to drive predictable, sustainable, and rapid growth.

                                                                  Q: What is your remote worker tip for staying sane during the pandemic?

                                                                  A: Set boundaries for work. When the day is done, leave the physical office space and go to another part of your home. Leave the work-thoughts behind and be mentally present with your family.

                                                                  Q: If you were stuck on a desert island and could only bring three things - what would they be and why?

                                                                  A: A bottle of rum, a pirate hat and a talking parrot. Might as well make the best of it!

                                                                  Brian Peterson, Chief Technology Officer

                                                                  Q: In your opinion, what is the most exciting thing about Dialpad?

                                                                  A: Hands down the technology that we’ve developed. The complexity of what we have built over the past ten years - especially with the relatively small team that we had - is absolutely incredible. If you think about it, we’ve built a variety of technologies that companies typically specialize in - from our proprietary Dialpad Ai to the telephony backend, we’ve created a product that is completely unique and hard to replicate.

                                                                  Q: What are you aiming to accomplish over the next year?

                                                                  A: I want to unify our engineering team. At the moment, we have different teams working on different projects with their own concepts and processes. By bringing everyone together and focusing on alignment, it'll help us build solutions that are truly integrated, future-ready and meet the demand of a distributed global workforce.

                                                                  Q: Favorite thing to do outside of work?

                                                                  A: I like getting outdoors as much as I can, so when I’m not working you can typically find me at the beach surfing or playing soccer.

                                                                  Q: What is your remote worker tip for staying sane during the pandemic?

                                                                  Mix up your forms of communication. Don’t do just video meetings for everything and don’t just do text chat for everything either. People communicate in a lot of different ways and for different purposes. Not everything needs to be a meeting. Also, asynchronous text chat can wear on you as well. Sometimes it’s better to just quickly call the person and have a 5 minute conversation rather than back and forth for hours.

                                                                  Q: If you were stuck on a desert island and could only bring three things - what would they be and why?

                                                                  A: I should probably say some kinds of tools, but that’s too obvious and boring. Most people would pick a book since it’s one of the only forms of entertainment you could have. I don’t even play the guitar, but I would choose a guitar. No better time to learn than stuck on a deserted island and I think I’d get endless entertainment from it. I’d also bring a surfboard and maybe a spear for fishing, because that sounds like fun.

                                                                  To read more about Dialpad’s new C-suite appointments, check out our press releases announcing Morgan and Tasha’s roles as well as Jason and Brian's.

                                                                  5 Communication and IT Challenges in Higher Education https://www.dialpad.com/blog/communication-and-it-challenges-in-higher-education/ Wed, 14 Apr 2021 16:35:00 -0700 https://www.dialpad.com/blog/communication-and-it-challenges-in-higher-education/ Unified Communications During the Slow Return to the Office https://www.dialpad.com/blog/unified-communications-during-the-slow-return-to-the-office/ Fri, 16 Apr 2021 10:10:00 -0700 https://www.dialpad.com/blog/unified-communications-during-the-slow-return-to-the-office/ Dialpad and WeWork Discuss the Workplace https://www.dialpad.com/blog/wework-webinar-the-workplace/ Wed, 21 Apr 2021 09:32:00 -0700 https://www.dialpad.com/blog/wework-webinar-the-workplace/ The top contact center trends of 2022 https://www.dialpad.com/blog/call-center-trends/ Tue, 27 Apr 2021 16:32:00 -0700 https://www.dialpad.com/blog/call-center-trends/ Dialpad Ai: What are your customers asking about on calls? https://www.dialpad.com/blog/interesting-questions-moments/ Thu, 29 Apr 2021 12:04:00 -0700 https://www.dialpad.com/blog/interesting-questions-moments/ Custom Moments: Better call notes without lifting a finger https://www.dialpad.com/blog/custom-moments-artificial-intelligence/ Fri, 30 Apr 2021 11:02:00 -0700 https://www.dialpad.com/blog/custom-moments-artificial-intelligence/ Action Items: Never forget a task with Dialpad Ai https://www.dialpad.com/blog/action-items/ Tue, 04 May 2021 08:37:00 -0700 https://www.dialpad.com/blog/action-items/ DADGUMMIT! What AI tells us about swearing at work https://www.dialpad.com/blog/swearing-at-work-ai/ Wed, 05 May 2021 09:15:00 -0700 https://www.dialpad.com/blog/swearing-at-work-ai/ Deskphone vs cell phone—what's best for a small business? https://www.dialpad.com/blog/deskphone-vs-cell-phone-for-small-business/ Wed, 05 May 2021 09:46:00 -0700 https://www.dialpad.com/blog/deskphone-vs-cell-phone-for-small-business/ Dialpad Release Roundup - April 2021 https://www.dialpad.com/blog/april-2021-release-roundup/ Thu, 06 May 2021 14:00:00 -0700 https://www.dialpad.com/blog/april-2021-release-roundup/ Celebrating the moms of Dialpad this Mother’s Day https://www.dialpad.com/blog/celebrating-the-moms-of-dialpad-this-mothers-day/ Fri, 07 May 2021 14:58:00 -0700 https://www.dialpad.com/blog/celebrating-the-moms-of-dialpad-this-mothers-day/ Dialpad and Intercom: Chat and voice get even better https://www.dialpad.com/blog/dialpad-intercom-integration/ Tue, 18 May 2021 08:00:00 -0700 https://www.dialpad.com/blog/dialpad-intercom-integration/ A TrustRadius Top Rated Winner? Us? Hooray! 🎉 https://www.dialpad.com/blog/trustradius-top-rated-winner-2021/ Wed, 26 May 2021 09:03:00 -0700 https://www.dialpad.com/blog/trustradius-top-rated-winner-2021/ Whiteboarding tips from the experts at Miro https://www.dialpad.com/blog/whiteboarding-tips/ Mon, 02 Aug 2021 16:59:00 -0700 https://www.dialpad.com/blog/whiteboarding-tips/ 8 tips for remote sales team management https://www.dialpad.com/blog/remote-sales-team-management/ Mon, 13 Sep 2021 09:55:00 -0700 https://www.dialpad.com/blog/remote-sales-team-management/ How to choose the right VoIP plan for your business https://www.dialpad.com/blog/business-voip-plans/ Thu, 23 Sep 2021 11:10:00 -0700 https://www.dialpad.com/blog/business-voip-plans/ How to track agent performance with QA call monitoring forms https://www.dialpad.com/blog/qa-call-monitoring-form/ Tue, 12 Oct 2021 06:37:00 -0700 https://www.dialpad.com/blog/qa-call-monitoring-form/ Dialpad for Good Monthly Roundup Newsletter: April 2022 https://www.dialpad.com/blog/dialpadforgood-monthly-roundup-newsletter-april-2022-2-2-2/ Thu, 12 May 2022 07:00:00 -0700 https://www.dialpad.com/blog/dialpadforgood-monthly-roundup-newsletter-april-2022-2-2-2/ Dialpad for Good Monthly Roundup Newsletter: May 2022 https://www.dialpad.com/blog/dialpadforgood-monthly-roundup-newsletter-may-2022-1/ Thu, 09 Jun 2022 07:00:00 -0700 https://www.dialpad.com/blog/dialpadforgood-monthly-roundup-newsletter-may-2022-1/ How customer service and marketing collaboration improves CX https://www.dialpad.com/blog/customer-service-marketing/ Sat, 02 Oct 2021 06:25:00 -0700 https://www.dialpad.com/blog/customer-service-marketing/ Microsoft Teams not working? Here are common issues and how to fix them https://www.dialpad.com/blog/microsoft-teams-not-working/ Thu, 23 Jan 2020 11:08:00 -0800 https://www.dialpad.com/blog/microsoft-teams-not-working/ G2 says… Dialpad’s a leader! https://www.dialpad.com/blog/g2-says-dialpads-a-leader/ Mon, 18 Apr 2022 17:10:00 -0700 https://www.dialpad.com/blog/g2-says-dialpads-a-leader/ Work Beautifully Podcast S1E1: Learn to close a seed round in 15 minutes https://www.dialpad.com/blog/work-beautifully-podcast-s1-e1/ Wed, 20 Apr 2022 13:54:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s1-e1/ Learn to close a seed round in 15 minutes

                                                                  Welcome to Work Beautifully, the new Dialpad podcast! Our first episode is one that startup founders won’t want to miss.

                                                                  Join us as we chat with Jeff Erickson, Startup Advisor and Angel Investor, about everything founders need to know when starting their seed round funding. We’ll discuss:

                                                                  • The most important things startup founders need to know

                                                                  • When’s the right time to raise capital?

                                                                  • How much should you raise?

                                                                  • The best tools for finding investors

                                                                  • Best practices for keeping investors informed and happy

                                                                  • And much more!

                                                                  Listen to the episode now!

                                                                  Are you the founder of a startup? Check out the Dialpad for Good program to see if you can join our program which has already helped over 650 businesses.

                                                                  Work Beautifully Podcast S1E2: Top tips to start a startup successfully https://www.dialpad.com/blog/work-beautifully-podcast-s1-e2/ Wed, 20 Apr 2022 13:54:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s1-e2/ “Does the customer care?” Top tips to start a startup successfully

                                                                  Welcome to Work Beautifully, the Dialpad podcast! For episode 2, we’re continuing to bring you all the tips and advice that startup founders need to know.

                                                                  This time, we’re joined by Jordan Jocius: eEntrepreneur, investor, and Co-Director at Founder Institute KW. Join us as we chat about Jordan’s experiences with startup founders and…

                                                                  • The best sources for startup ideas

                                                                  • The “leap of faith” founders must take to turn their ideas into reality

                                                                  • Our favorite ways to find customers

                                                                  • Setting goals and closing deals

                                                                  • And more!

                                                                  Want to learn more about Jordan? Check out his his website!

                                                                  Listen to the episode now!

                                                                  Are you the founder of a startup? Check out the Dialpad for Good program to see if you can join our program which has already helped over 650 businesses.

                                                                  Work Beautifully Podcast S1E3: Design for validation from start to scale https://www.dialpad.com/blog/work-beautifully-podcast-s1-e3/ Wed, 20 Apr 2022 13:54:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s1-e3/ Design for Validation from Start to Scale With Chase Denomme

                                                                  Welcome once again to Work Beautifully, the Dialpad Podcast! In episode 3 of our startup series, we’re looking at the importance of good design and how it will impact your startup and solutions.

                                                                  We’re joined by Chase Denomme, Lead Designer at Disco.co. Have a listen and learn all about design for startups, like:

                                                                  • Why design is so important for validating ideas
                                                                  • What design mockups can add to your solutions
                                                                  • When to update designs or move from mockups to prototypes
                                                                  • Best practices and tools for gathering feedback and information
                                                                  • Common missteps to avoid

                                                                  Listen to the episode now!

                                                                  Are you the founder of a startup? Check out the Dialpad for Good program to see if you can join our program which has already helped over 650 businesses.

                                                                  Work Beautifully Podcast S1E4: Fostering an inclusive startup culture https://www.dialpad.com/blog/work-beautifully-podcast-s1-e4/ Wed, 20 Apr 2022 13:54:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s1-e4/ Fostering an Inclusive Startup Culture

                                                                  Welcome back to Work Beautifully, the Dialpad Podcast! Episode 4 is our final episode of the startup series, and we’re bringing it home with Dialpad’s own Daryl Graves, Director of Equity, Balance, and Belonging (EBB).

                                                                  Join us as we discuss the importance of having an inclusive work environment and how startups can make all their employees feel welcome and valued, including:

                                                                  • Why Dialpad uses an EBB program
                                                                  • Where to start with EBB?
                                                                  • The key components for an EBB or DEI (Diversity, Equity, and Inclusion) framework

                                                                  Listen to the episode now!

                                                                  Are you the founder of a startup? Check out the Dialpad for Good program to see if you can join our program which has already helped over 650 businesses.

                                                                  Work Beautifully Podcast S2E1: Remote Attorney & CIO Kim Verska talks about why remote work is here to stay https://www.dialpad.com/blog/work-beautifully-podcast-s2-e1/ Tue, 03 May 2022 09:08:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s2-e1/ Remote Attorney & CIO Kim Verska Talks About Why Remote Work is Here To Stay

                                                                  Welcome back to “Work Beautifully,” the Dialpad podcast! This season, we’ll be bringing you the best insights, advice, and anecdotes from CIOs across industries.

                                                                  This episode, we’re joined by Kim Verska, remote attorney and CIO of Culhane Meadows. Join us and get her thoughts on:

                                                                  • Her unique journey to becoming a CIO
                                                                  • Challenges CIOs face and what threats to watch out for
                                                                  • Career advice for aspiring CIOs
                                                                  • How the cloud is changing the game for law firms
                                                                  • And more

                                                                  Listen to the episode now!

                                                                  Work Beautifully Podcast S2E2: Does a CIO have a role to play with employee mental health? Find out what CIO Elaine Montilla thinks https://www.dialpad.com/blog/work-beautifully-podcast-s2-e2/ Tue, 03 May 2022 09:24:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s2-e2/ Does a CIO Have a Role To Play With Employee Mental Health? Find Out What CIO Elaine Montilla Thinks

                                                                  Welcome back to “Work Beautifully,” the Dialpad podcast! This season, we’re bringing you the best insights, advice, and anecdotes from CIOs across industries.

                                                                  We sit down with Elaine Montilla, CIO of the CUNY Graduate Center. Join in as she shares her thoughts on everything from why public speaking is so important for CIOs to why diversity matters and what we can all do to help make tech more diverse.

                                                                  Listen in and learn:

                                                                  • Skills no CIO should be without (why is public speaking so important?)
                                                                  • Her road to being a CIO and the challenges she faced
                                                                  • The importance of minorities in tech and the obstacles that they face
                                                                  • Advice for aspiring CIOs
                                                                  • And more!

                                                                  Listen to the episode now!

                                                                  Work Beautifully Podcast S2E3: What does the road to CIO look like? Evan Wayne weighs in https://www.dialpad.com/blog/work-beautifully-podcast-s2-e3/ Wed, 07 Sep 2022 09:24:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s2-e3/ What does the road to CIO look like? Evan Wayne weighs in

                                                                  Welcome back to “Work Beautifully,” the Dialpad podcast! This season, we’re bringing you the best insights, advice, and anecdotes from CIOs across a wide range of industries.

                                                                  This episode, we sit down with Evan Wayne, Chief Information Officer of World Market (formerly known as Cost Plus), who shares his story and some tips for future CIOs.

                                                                  Join us to learn about:

                                                                  • How many hats a CIO has to wear each week

                                                                  • His path from learning coding and marketing in high school to becoming a CIO

                                                                  • The importance of communication and the future of hybrid work

                                                                  • And more!

                                                                    Listen to the episode now!

                                                                    Work Beautifully Podcast S2E4: Cyber Security and putting people first with Dialpad CIO Prashanti Aduma https://www.dialpad.com/blog/work-beautifully-podcast-s2-e4/ Wed, 07 Sep 2022 10:24:00 -0700 https://www.dialpad.com/blog/work-beautifully-podcast-s2-e4/

                                                                    Cyber Security and putting people first with Dialpad CIO Prashanti Aduma

                                                                    Welcome back to “Work Beautifully,” the Dialpad podcast! This season, we’re bringing you the best insights, advice, and anecdotes from CIOs across industries.

                                                                    This episode, we’re joined by Dialpad’s new CIO, Prashanti Aduma! We discuss her journey to becoming a CIO, the importance of empathy and empowering teams, and so much more—it’s a “must listen” for any aspiring CIO.

                                                                    Join us to learn about:

                                                                    • What skills and traits make for a great leader

                                                                    • How she empowers her IT teams (and why that’s so important)

                                                                    • How to address the cyber security issues today’s businesses face

                                                                    • And more!

                                                                      Listen to the episode now!