Dialpad https://www.dialpad.com/ Get business VoIP with Dialpad and connect your team with a cloud phone system that makes business communications easier and more efficient. Start your free trial today! en-us Mon, 25 May 2020 22:46:35 -0700 Mon, 25 May 2020 22:46:35 -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.

]]>
Building Products for the Way You Work https://www.dialpad.com/blog/building-products-for-the-way-you-work/ Wed, 05 Dec 2018 18:19:00 -0800 https://www.dialpad.com/blog/building-products-for-the-way-you-work/ We’ve grown a lot over the past year.

We’ve launched new offices, developed new partnerships and integrations, acquired artificial intelligence leader, TalkIQ, and built out a whole host of future-facing, real-time capabilities across our product suite. Thanks to a generous round of Series D funding, we now have more people, resources, and products than ever before, and our customers are becoming more vocal about the way they use Dialpad to communicate both internally and externally, at every level of business.

Amidst these changes, two things have remained the same:

  • Our commitment to making business communications great.

  • Our belief that technology should be built for the way people work, not the other way around.

These truths have kept us grounded in our mission to help people work smarter and make better decisions based on the data that is exchanged in everyday business conversations. And now we’re taking that one step further by sharing a polished up product suite that reflects how we’re meeting your communications needs at work.

Our core business phone product is now Dialpad Talk. Dialpad Talk is an AI-powered, business phone system built for the modern workforce to help teams stay connected with voice, video, and messaging across all their existing devices.

Our standalone call center solution is now Dialpad Support. Dialpad Support is the cloud-based service platform that helps support teams learn from real customer insights to deliver better experiences with every interaction.

Our cult-favorite conferencing tool, Uberconference, will eventually transition to Dialpad Meet. Dialpad Meet is an easy-to-use web conferencing solution built for growing businesses. With our solution, meetings are effortless and allow your teams to focus on productivity and collaboration with their teammates or customers.

Change Can be a Good Thing

As we’ve become a significant challenger in the UCaaS space, our team and products have evolved too. When people interact with us online, at trade shows, and in the field we want our brand to reflect our values and vision for the future. While this is an important next step for the company, we know this is a journey with more changes ahead. But, it’s a journey we’re thrilled to be on. We’re always energized to hear from our customers, which helps us fine-tune our products and strengthen our standing in the market. So stay tuned for all the exciting new changes that come next!






]]>
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 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 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 Call Centers 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/ Reason #1: $$$

On-prem technology vendors are notorious for nickel-and-diming businesses on installation costs, voice features, and integrating 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? Integrations with other systems? 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.


Reason #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 bit 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. Should 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.


Reason #3: Your Apps Are Better Together

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

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

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


Reason #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 specific desks or 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 even deskphone, no judgement) in one click.


Reason #5: Happy Agents, Happy Customers

If you’re an agent on a legacy system, chances are you’re juggling between answering calls, managing the 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 centers, agents aren’t scrambling to find the right answer or toggle between tabs since CRMs and Help Desks natively integrate. Everything is front and center, exactly when and where they need it. And on the customer's end, they gain a happier agent and a better overall 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.

Call Centers by Dialpad offer teams a better path to exceptional customer experiences with a completely hardware free, cloud-based platform that hosts voice, messaging, and contextual customer information all from the same, beautiful interface.

Interested in learning more about Dialpad's Call Center? Check out the on-demand webinar and see why moving to the cloud isn't a question of why but when.

]]>
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. Book your spot here.

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 intelligent 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 a user has full flexibility to start or join meetings, voice and video 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


Heading to Google Next this week? Come see us at booth #E9!

]]>
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 00:47:51 -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 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.

]]>
5 Reasons to Choose Dialpad in 2019 https://www.dialpad.com/blog/5-reasons-to-choose-dialpad/ Wed, 23 Jan 2019 20:50:00 -0800 https://www.dialpad.com/blog/5-reasons-to-choose-dialpad/ 2018 was a great year for Dialpad customers.

We launched new features like Voice Intelligence and Web Call History, new integrations with category leaders like Slack, and a line of new products including Dialpad Talk and Dialpad Support. Now that the new year is here, we’re excited for all the new opportunities we’ll have to keep enhancing our technology and making business communications great.

If your business is looking to make a change in 2019, here are five reasons to choose Dialpad!

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below!

]]>
Coaching Your Customer Support Team for Success https://www.dialpad.com/blog/coaching-your-customer-support-team-for-success/ Wed, 10 Oct 2018 17:29:00 -0700 https://www.dialpad.com/blog/coaching-your-customer-support-team-for-success/ Customer support jobs aren’t generally known for high employee retention or satisfaction.

In fairness, working in a call center is a tough job. The hours are challenging, the demands are high, and for many folks it’s a stepping stone into the corporate world. So it makes sense that new employees tend to burn out before they’ve even gotten the hang of things.

If you’re a supervisor, this constant churn at the entry level can be a real blow to morale and your bottom line. Here’s how we recommend coaching your team for success.

Provide really good training and onboarding

Look, it’s totally normal for new employees to feel confused or overwhelmed when starting a new job. Call center agents are no exception. What’s not normal is for those feelings to persist past the first few days or weeks of onboarding. Confused agents mean confused customers, and that’s no good for anyone.

The trick to avoiding this is to invest in great training, not just up front but throughout the agent’s tenure with your support team. New agents are sponges for product information. The more hands-on, high-quality training you can provide, the more of an expert and company ambassador they will become.

Well trained agents also tend to be happier and stick around longer, so you’ll be improving your customer satisfaction and agent retention scores all in one go.

Give timely coaching and feedback

As alluded to above, continuous agent coaching and on-the-job feedback is essential to agent success. This is where technology like Dialpad Support can be a huge help.

Real-time insights like sentiment analysis allow you to pinpoint which calls need your attention so you can listen in on your agents mid-conversation and coach them in the background. Our real-time recommendations also coach agents through tough “I don’t know” moments by providing suggestions on how to respond to customers.

Combined with regular professional development sessions and formal trainings, these tactics will help keep your agents feeling empowered and knowledgeable from their first call on the job to their last.

Focus on the individual

As a people leader, it’s your job to learn what motivates your employees, what they value in a job, and how they like to be managed. If you think climbing the corporate ladder is the end goal for all (or even most) of your agents, you’re making one heck of an assumption.

Keeping agents engaged means taking time to understand each of them as individuals. Do they care most about learning? Growth opportunities? Team culture? Do they punch in and punch out for the paycheck? Or are they the type that likes to put in extra hours and think of ways to improve processes?

Knowing these details will help you provide training, recognition, and feedback in meaningful ways that make a real impact on each agent.

Prioritize 1:1s

We know there’s no such thing as downtime in a call center. You’re busy, your agents are busy, and no one wants to surrender precious calendar time. But agent 1:1’s are a necessary and valuable part of keeping your team around long term. They provide a real opportunity to get to know your agents personally (see point above) and to honestly hear how things are going for them.

Setting an agenda will help you get the most out of your time together. You can start by addressing the week’s challenges or high points, then work your way into specific performance feedback and open the floor for them to share what’s top of mind. For suggestions on running effective 1:1 meetings give this article a read.

Invest in your own training

Given that most call center managers don’t come from a human resources or managerial background, it’s not uncommon for people leaders (especially those who’ve recently been promoted) to feel a bit out of practice.

Being a great coach is a skill that’s learned and honed over time, so it’s worth it to invest in your own professional development. Building the skills to effectively lead, coach, and communicate won’t only translate to a better team experience, but a better customer experience as well.

Now, how about you? For those of you leading support teams, what have you found to be key in building strong teams?




]]>
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, 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 omni-channel support. Your customers expect you to have the right answer, right when they need it, and on the channel they prefer.

When 33% of American consumers report that they’d consider switching companies after just one bad service experience, the message is pretty clear: you only get one shot at a first customer impression. That’s why we gathered up the five lines to avoid during 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 (ok 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 RIGHT INFORMATION?"

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 OFFER ASSISTANCE?"

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'M UNABLE TO ANSWER THAT FOR YOU. IS IT OKAY IF I DO MORE RESEARCH AND FOLLOW UP VIA EMAIL?"

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

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 JUDGEMENT]

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.

]]>
Mastering the Art of the Flawless Follow-Up https://www.dialpad.com/blog/mastering-the-art-of-the-flawless-follow-up/ Mon, 25 Jun 2018 01:52:00 -0700 https://www.dialpad.com/blog/mastering-the-art-of-the-flawless-follow-up/ You know well that sales deals are almost never closed on the first try. Whether reaching out to a qualified lead or cold calling a new one, getting the commit on a sale relies on follow-up conversations to build trust and confidence in your solution. That’s why the art of the follow-up is one of the most important skills a sales rep can learn.

From figuring out how many times to contact a prospect to what time of day they’ll be most receptive, the sooner a rep can learn these tricks the more successful they’ll be. In order to make each interaction count, you’ll want to keep these tips in mind when reaching out.

Make a good first impression. Ok, so this tip is a bit of a cheat since it actually occurs before you start following up. But the success of your second interaction (and every interaction after) will be largely based on how well your first conversation goes. If your prospect is dodging your calls or not responding to your emails, then you can bet your first message didn’t hit home. The ideal first interaction should be memorable, polite, informative, and helpful.

Schedule follow-up reminders.

Use the tools at your disposal to ensure you don’t lose prospects in the shuffle. Decide on a frequency that works for your potential customers and set calendar reminders for yourself and them. It will be one less thing for you to remember on the backend, and it’s also a good way to appear organized and secure a prospect’s buy-in from the very beginning.

Find a balance.

Don’t be incessant, but don’t put the responsibility of following up on the prospect. Follow the guidelines for your business type, but always use your judgement over industry standards. Some contacts may be too busy to handle the standard follow-up frequency, and may need a little more time between calls. Trust your gut.

Don’t reach out just to “check in.”

This is a wasted opportunity, and often a waste of time for your prospect. Always provide value when re-connecting. Share a new feature that just came out or a case study from a similar current customer—and try to connect it back to your original conversation. While you don’t want to overwhelm your prospect with too much information, sending the right tidbit could be exactly what’s needed to spark interest in a conversation that’s otherwise gone cold.

Send them an offer.

At the end of the day a “no” is always better than an insincere “I’ll get back to you.” Keeping a conversation going with a contact that’s not genuinely interested is a sure way to eat up time that could be better spent on new prospects. In order to truly suss out the interested from the not-interested, offer up a limited-time deal. It will either spur them to action or you’ll be able to take them off your list.

Pick the right channel.

There are so many ways to connect with customers, but many salespeople fall into the same phone call/email pattern without giving it much thought. The channel you use can make or break the relationship.

Consider these factors when deciding on a follow-up channel:

  1. Your prospects’ age: Millennials are more likely to respond to an email or text message follow-up than a disruptive call. Yet, older contacts might appreciate the thoughtfulness of a well-timed phone call. Generational differences can put a barrier between salesperson and prospect, so be sure to take their age into account.

  2. The nature of your relationship: How many times have you spoken with the prospect? What channels do they respond to the fastest? How casual and comfortable is the conversation? Asking yourself these questions can help gauge which channel will make the biggest impact.

  3. Is the prospect on the West Coast or East Coast (or somewhere completely different)? Beyond getting your timing down, East Coasters tend to favor picking up the phone while West Coasters prefer a leisurely email.

  4. What is your prospects’ preference? Depending on the rapport you’ve built up with your prospect, you may be able to just ask. Of course, beware the blow off if they suggest email and then simply don’t respond.

  5. How can you surprise and delight your prospect? Email and phone calls are the default, but is there another way you can reach out to prospects that might resonate more? FranchiseHelp reports 90% of leads prefer to be texted instead of called, and exchanging texts with a qualified lead can increase conversions by over 100%, according to Velocify. If you’re feeling really bold, you might even try including a clever gif or emoji to create the connection you need to make the sale.

Even if you’re no stranger to the follow-up, implementing these tips is a great way to sharpen your sales skills. The same goes for using Dialpad. See for yourself how our real-time call transcription, live coaching and sentiment analysis can up your sales game by signing up for a free trial today!

]]>
The Art of Listening: Reaching Across Generations https://www.dialpad.com/blog/reaching-across-generations/ Tue, 12 Jun 2018 18:13:00 -0700 https://www.dialpad.com/blog/reaching-across-generations/ You’ve been in the sales game for awhile, but you’re just not connecting with your audience as much as you used to. Suddenly, you’re questioning your sales skill. Or is it your listening techniques? What could you be doing wrong?

With Millennials increasingly entering the workforce, you’re much more likely to be selling to a younger generation—and that requires a slight shift in tactics. What may have worked for older generations can turn off millennials. They crave experiences and personal connections with brands they interact with, which might take more work on your part. Here are five things you might be doing wrong and how to fix them.

You’re discounting the importance of email.

We all know that millennials love their devices, and there are now more ways to reach out to prospects than ever before. While instant messaging apps and social media may suggest that millennials are moving toward shorter forms of communication, the majority still prefer email for brand communication. In fact, Adobe’s 2017 Consumer Email Report noted that 61% of consumers (not just millennials) prefer to be contacted by brands through email.

While a quick phone call may seem like the best way to make an initial introduction, jumping straight to the phone can cause some prospects to retreat. You may end up disrupting your prospect’s day or hurting your chance of further talks. Email, on the other hand, is a great noninvasive way to make first contact with a prospect, giving them the ability to reach out in their own time. Once you’ve initiated the conversation, you can work to develop the relationship at a natural pace and suggest a phone call or LinkedIn connection only when the time is right.

You’re waiting to springboard into your pitch.

Once you’ve got your prospect on a call, your listening skills will be put to the test. But if you’re listening just long enough to find an opportunity to launch into your 90-second pitch, you’re doing it wrong. While you may have key product points to get across, don’t try to insert them at the expense of the conversation. 73% of millennials expect brands to understand them as an individual, and say that it’s a key driver of their brand loyalty, according to Salesforce’s State of the Connected Customer report.

So it’s important that you ensure every interaction is a two-way conversation. Spend some time really listening to your prospects’ needs so you can understand them and respond accordingly. Rather than perfecting a long-winded pitch, keep some selling points in your back pocket that you can pull out when the conversation naturally progresses.

You’re waiting to correct a prospect.

It’s easy to write off millennials as naive or in need of more thorough product or market education because of their age, but you’d be surprised. Millennials have grown up with loads of information at their fingertips, and they’re particularly adept at navigating through the mess to find what they’re looking for. Trying to stump them will be difficult—and you’re more likely to turn them off than impress them if you do.

Aim to be more helpful than pushy. Ask about your prospect’s specific needs and only share information directly related to those so as not to come off overbearing. Then, use your follow-up touchpoints to share more information as needed.

You’re not personalizing the conversation.

Millennials are already distrustful of salespeople, so it’s important to approach them with the right message. 34% of consumers get frustrated when brands recommend items that don’t match their interests. What’s more, 44% of millennials say that advertisements should be personally relatable, according to a PPAI report. That’s especially true if they’re being singled out through promotional emails and sales calls. You’re shooting yourself in the foot if you reach out to a prospect blindly without first gathering information about them.

Think beyond typical demographic information and do some online digging (without crossing into stalker territory). Millennials live their lives online. A little digital legwork at the forefront will not only help you personalize the conversation, it’ll ensure you’re actually talking to the right person.

You’re going for the hard sell.

Millennial trust is hard won and easily lost; they’re wary of overtly salesy tactics. Pushing a millennial prospect too hard too soon can cause them to disengage from the conversation entirely.

While you may want to go for more promotional tactics after a few calls, you’re better off sticking to informative, easy flowing exchanges. Avoid the hard sell, and instead create long-term loyalty through valuable experiences, such as inviting them to your next webinar or sending them an advance copy of a relevant whitepaper.

As millennials continue to gain purchasing power in the workplace, learning how to properly navigate generational differences and share best practices across your team will be key to beating out the competition.

Get the smart insights you need to sell to any audience with Dialpad and VoiceAI.

]]>
Dialpad just announced that 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 WE’RE 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 and 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 WE’RE 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 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.

]]>
Announcing G Suite SAML with Lifecycle Management https://www.dialpad.com/blog/google-saml-with-lifecycle-management/ Fri, 23 Jun 2017 18:37:00 -0700 https://www.dialpad.com/blog/google-saml-with-lifecycle-management/ Dialpad is the #1 communications solution for G Suite. We’re the only business phone system that’s natively integrated, providing Single-Sign-On and directory syncing, as well as Gmail, Calendar, and Docs integrations. We’re excited to announce we’ve extended these capabilities to include G Suite SAML with user provisioning. Starting today, customers can take advantage of G Suite's enterprise-grade SAML Single-Sign-On and automatically provision users via lifecycle management. The future of identity management is here.

Single Sign-On is easier and more secure

Single-Sign-On (SSO) significantly enhances security, while making users’ lives easier. By centralizing identity management through one service, administrators can design their login process to fit their security needs, including using two-factor authentication and specific password criteria. This prevents users’ from repeating passwords across multiple services and writing down their passwords. It also saves employees time by not forgetting their passwords.

Differences between SAML and OpenID Connect

Dialpad nows support the two most popular Enterprise SSO standards, OpenID Connect and SAML via G Suite. Our goal is to provide businesses with options to effectively manage security and authentication using processes that work for them.

From an end-user perspective, the SSO experience is seamless using either SAML or OpenID Connect. From an IT admin perspective, SAML meets certain corporate requirements and gives the ability to automatically provision users at scale via lifecycle management. If you do not have a corporate requirement to use SAML, Google recommends using the G Suite Marketplace (OpenID Connect) application. SAML via G Suite is available exclusively on our Dialpad Enterprise plan.

The Power of Lifecycle Management (aka SCIM)

Dialpad’s admin interface makes user provisioning fast and simple. Unlike traditional telephone providers, admins can spin up users in minutes, not days or weeks. Lifecycle management, using a technology called SCIM, takes this one step further for enterprises that manage thousands of users—so they can automatically provision users across multiple applications in one centralized location.

Using G Suite's SAML option, enterprises can now provision and de-provision Dialpad users via their G Suite Admin portal. Once auto-provisioning is enabled, an admin will be able to add, modify, or delete a user in the G Suite Admin console, and that user’s info will be added, modified, or deleted from Dialpad as well. Admins also gain visibility into the status of user provisioning for all configured apps.

Ready to get started?

If you’re already a Dialpad customer, reach out to your account manager to enable your account for SAML (available only on Enterprise plans). Check out our admin guides for more information:

Not a customer yet?

Sign up for a trial to experience the power of Dialpad and G Suite together.

]]>
BREAKING: Millennials Rank The Desk Phone As Top Technology Tool of the 21st Century https://www.dialpad.com/blog/desk-phone-ranked-top-technology-tool-by-millennials/ Sat, 01 Apr 2017 01:50:00 -0700 https://www.dialpad.com/blog/desk-phone-ranked-top-technology-tool-by-millennials/ SAN FRANCISCO, CA. - A new report by United Employees for Desk Phones (UEDP), revealed what many industry insiders have suspected all along - millennials adore desk phones.

Survey respondents overwhelmingly cited the lack freedom and the restricted mobility that the desk phone offers as "comforting". “People love being attached to a desk and a desk phone,” said Bill Sisko the President of UEDP. “Employees love the safety and stability that the desk phone provides. It’s a powerful symbol of enduring strength in the fast-paced and turbulent modern work environment.”

Millennial sales leader Jennifer Shortelle chimed in “While it’s annoying to miss business critical phone calls and lose the opportunity to close deals because my prospects don’t have a way to reach me outside my office, my desk phone makes me feel like I have a real, important, grown up job.”

Customer support team lead Rick Sentral added “While the 10 pound phone and cord can sometimes literally feel like a ball and chain, there’s nothing more satisfying than mashing the receiver into the cradle after a particularly challenging call. That release alone is worth the thousands of dollars in lost productivity and efficiency across my team.”

The report noted that while most employees don’t know how to use 92.357% of the buttons on most desk phones today, it ultimately doesn’t matter. “Look, the fact that all the blinking lights and unmarked buttons go unused each and every day is beside the point,” stated Mr. Sisko. “People have grown used to this and it provides a certain sense of comfort to see those blinking lights. Especially around the holidays.”

An anonymous survey respondent further added “Listen, there are no analytics on my calls - as long as the phone is in my ear, it looks like I’m super busy and productive. And who doesn’t love that?”

The full report is slated for release by end of day April 1, 2017.

]]>
Empower Your Anywhere Workers with G Suite + Dialpad https://www.dialpad.com/blog/empower-your-anywhere-workers-with-g-suite-dialpad/ Thu, 02 Mar 2017 17:27:50 -0800 https://www.dialpad.com/blog/empower-your-anywhere-workers-with-g-suite-dialpad/ G Suite, formerly Google Apps, 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.

Headed to Google NEXT? Book a meeting with our team today!


Google Apps is now G Suite

Whether screen sharing a board report or shooting a quick snapshot over to your boss, 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.” With this announcement came the reveal of a new name for their productivity package: G Suite.

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 G Suite) 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 G Suite.

Read on to learn more about G Suite, 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 G Suite.


G Suite: Simplified Branding. Renewed Focus.

For those familiar with Google Apps, 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.

G Suite 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.

So why the name change? 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 G Suite?

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

Since G Suite is 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, G Suite offers businesses a single-source platform for their business communications. No more searching for that missing slide or the budget proposal. All of your team’s communications are stored in one place, with easy access for your team to search, edit, and share.


G Suite 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 systems like G Suite and Dialpad, Second City was able to have their team up and running in 5 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

G Suite & 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 G Suite + 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 G Suite so your contact’s shared emails, docs, and events are all displayed on one interface.

And integrating with G Suite gives your entire team the ability to:


Meet us at Google NEXT!

Headed to Google NEXT on March 8th in San Fran? Book a meeting with us to learn more about all the capabilities G Suite + Dialpad can unlock for your team. You can also get 20% off tickets for the event!

]]>
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-based productivity 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.


See how Postmates are driving sales through the roof with an integrated Anywhere IT Stack.


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 tools become even more useful when integrated with cloud-based 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 G Suite, 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 G Suite.

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.

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 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 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 UberConference, it hosts all participants and mixes the audio appropriately.

A single machine can hosts many different Dialpad calls and many different 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 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?

]]>
Life of a Call Part 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, communication at work is 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 to the 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 personal 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 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 UCC solutions, Dialpad also offers teams the ability to sync up with their productivity suite, whether it's G Suite or Office 365.

Where Dialpad solves the issue of mobility in the workplace, UberConference tackles the job of simplifying the conference call. UberConference by Dialpad keeps its commitment to the anywhere worker movement. Conference hosts can launch a conference 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.

[caption id="" align="alignnone" width="553.0"]

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.

[caption id="" align="alignnone" width="500.0"]

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.

[caption id="" align="alignnone" width="500.0"]

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, VoIP has 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.

[caption id="" align="alignnone" width="325.0"]

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 1970's 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.

[caption id="" align="alignnone" width="542.0"]

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 8000 times a second to get a list of 8000 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 also called 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 sound 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

[caption id="" align="alignnone" width="400.0"]

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

[caption id="" align="alignnone" width="386.0"]

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.

[caption id="" align="alignnone" width="650.0"]

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.

[caption id="" align="alignnone" width="325.0"]

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.

[caption id="" align="alignnone" width="463.0"]

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 mobile phones 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.

What’s your favourite tool for working from anywhere? We’d love to know!
Tweet us at @DialpadHQ with #AnywhereWorker to share.

]]>
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.

[caption id="" align="alignnone" width="400.0"]

We built both 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 business 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 and UberConference calls HD audio, but it also handles dynamic network conditions by adjusting to the available bandwidth wherever you are.

UberConference was one of the earliest WebRTC adopters, launching at Google I/O in 2013 -- just one week after Google released it. With WebRTC implemented into UberConference, our users can connect to their calls in real-time without having to leave their browsers and 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, Chromebooks, 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 UberConference, 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 UberConference. 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 productivity 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 the United States, working remotely grew by almost 80% between 2005 and 2012, according to Global Workplace Analytics.

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 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?

]]>
Your IT is in the cloud. Why not put your phone in the cloud? https://www.dialpad.com/blog/business-phone-in-the-cloud/ Thu, 10 Mar 2016 13:00:00 -0800 https://www.dialpad.com/blog/business-phone-in-the-cloud/ Most businesses today are comfortable with cloud computing. Companies are moving everything--from their data to email to business applications like ERP and CRM--into scalable, flexible online cloud services. But for some reason, many companies have been slow to move their enterprise phone systems into the cloud.

Perhaps there is something comforting and nostalgic about desk phones that makes them hard to get rid of. After all, they are familiar communication tools. Plus, you’re dealing with a fixed cost. The phone closet is already set up—and can be a bear to take down. So in a sense, it is easier to stick with the tried and true.

But take a look around. Those phones sitting on everyone’s desk—is anyone actually using them? Consider Motorola Solutions. Before the tech giant moved to Dialpad, the company did an analysis and found that its employees were using their desk phones hardly at all. The company found that 50 percent of the users at its main office only used their desk phones about 10 times a month. The desk phones were so underused that an average call was costing the Fortune 500 company nearly $12. That’s a lot for one phone call. And it doesn’t even include things like initial IT investments, maintenance, and support.

In fact, at Motorola, most people had given up on the desk phone and were using their cell phones for almost all of their business calls.

“Pretty much the only time we used our [desk] phones was when we got onto these long conference calls. That’s when you really didn't want to get on a mobile,” said Aspi Havewala, the company’s director of digital innovation.

Motorola eventually yanked out the desk phones, the PBX, and even the employees’ Ethernet ports from its headquarters. It went all-in on the cloud, moving its phone system to Dialpad and connecting everyone with a robust Wi-Fi network. The results included greater flexibility, easier setup for new users, massive cost savings, and employees who started using their business phone numbers again.

Yet given the facts, when it comes to embracing cloud-based phone systems, most businesses still remain on the fence. They may be concerned that VoIP audio quality is substandard, that the technology is difficult or costly to implement, or that nothing can beat “Ma Bell.”

The truth is, the benefits of cloud communications far outweigh any potential drawbacks. Generally, the call quality difference between VoIP and a land line is indiscernible. You don’t have to deal with any infrastructure, because that’s all up in the cloud. And as long as you have a Wi-Fi or a wireless data connection, you’ve got a phone you can count on.

Taking all that a step further, the Internet has the capability to make office phones even more powerful. For instance, Dialpad is deeply integrated with Google for Work, so when you’re calling (or chatting with) someone, you can pull up your latest Gmail messages with that person as well as any Drive documents or calendar appointments you share with them. And you can do things like switch between devices mid-conversation just by pressing a button.

Whether you are working at Starbuck’s, from home, or off-site at a client location, your office phone should be where you are. You already do almost everything else in the cloud—why not move your phone system to the cloud?

]]>
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.

]]>
3 signs it's time to move your business to the cloud https://www.dialpad.com/blog/signs-its-time-to-move-your-business-to-the-cloud/ Fri, 08 Jan 2016 18:35:00 -0800 https://www.dialpad.com/blog/signs-its-time-to-move-your-business-to-the-cloud/ The hype surrounding cloud services has never been greater. Chances are, you’ve heard some of the buzzwords: lightweight, flexible, easy-to-use, scalable, cost-effective...

But like any new technology, it takes time for businesses to adopt. You’re cautious, and rightly so. The last thing you want is to blindly hop on a bandwagon to the cloud. Many things are non-negotiable, like reliability, consistency, and data security. For a service to stick, it must meet these expectations and help teams work smarter.

If you haven’t already moved critical tools like your business phone to the cloud, it’s probably something you’ve considered. The question is—how do you know it’s time for the big move?

1. Your IT costs are killing the bottom line

When a company runs on legacy services, it leans heavily on IT to make things happen. Everything from system upgrades to day-to-day server maintenance takes up valuable resources and eats away at your budget. IT ends up spending a majority of its time putting out fires, dealing with network issues, or testing disaster recovery plans.

Let’s focus instead on the alternative. If most of your services are in the cloud, a huge weight is lifted off IT so they can then divert energy to other priorities. System upgrades happen flawlessly behind the scenes. Failover methods and backups are taken care of by the service provider. Support is available to your team 24/7. In other words, your company can quit worrying about infrastructure and focus on what matters most—creating for your customers.

2. Your team isn't all in one place

With employees scattered across several locations, you end up using IT resources to manage all the on-site services offices depend on. It’s a messy and complicated affair (even more so for global enterprises). On top of that, teams have limited access to services the second they step away from the office (not the most ideal when you’re dealing in the business of productivity).

But it doesn’t have to be this way. Many companies are using the cloud to turn the traditional concept of an office on its head. If employees can access a tool with their laptop or smartphone, they no longer need to spend the workweek stuck at a desk to be productive. Using an on-premise system doesn’t make sense when the cloud offer this much mobility.

3. Your business is evolving—fast

Cloud services are naturally nimble and elastic, two traits that make them perfect for businesses. Startups and enterprises alike have their fair share of transitions throughout the year. At some point, organizations inevitably find themselves shifting their market strategy or rearranging things internally.

Whether you’re moving teams around or going on a hiring spree, change is easier when the tools you rely on scale effortlessly beside you. Strategically, this means using the cloud to host critical infrastructure and ditching clunky hardware that’ll only slow you down. When things are moving at lightspeed, keeping core services in the cloud gives you the freedom to maneuver. You can tap into a flexible network and grow without sacrificing resources (things that just aren’t possible when you’re tied to a legacy system).

If any of this sounds familiar, it’s time to kick your aging on-site hardware to the curb. You’ll save on capital expenses, reduce the burden on IT, and give teams the freedom to work from anywhere. Ready to get started?

]]>
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 Call Center to give modern businesses a customer experience edge; released the Dialpad Everywhere mini-app to make communications more accessible from any device or window; launched integrations with best-in-class business tools; and most exciting of all we began building Voice 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 Voice Intelligence 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 twenty-five 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 Voice Intelligence 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 Voice Intelligence to complete our vision for great business communications. It’s already a core part of our Dialpad product, and soon it will be powering UberConference and standalone call center products for sales and support teams too. As the frontline of customer interactions, we believe these groups have the most to gain from Voice Intelligence’s real-time artificial intelligence and natural language processing capabilities and can’t wait to make it an integral and accessible part of their 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 Voice Intelligence 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 unified communications 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 on-boarded, 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 AI 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!

]]>
Celebrating Diversity at Dialpad https://www.dialpad.com/blog/celebrating-diversity-at-dialpad/ Mon, 25 Jun 2018 03:26:00 -0700 https://www.dialpad.com/blog/celebrating-diversity-at-dialpad/

As Dialers, we live by a set of core values that includes doing the right thing and having love for one another. We strive to embody these values in every aspect of our business and use them to foster a culture of diversity, equity, and inclusion for all.

Everyone should feel a sense of belonging when they walk into work. We create this belonging by embracing and celebrating each other’s diverse identities. And we do so gladly because these differences are what help us thrive in a high-growth environment of risk-taking and innovation. We’re a family. One that stands together through the good times and bad, and works toward being the best team we can be.

As a senior member of the HR team I know I speak for all when I say we’re incredibly proud to support and recognize our diverse Dialpad family. We're committed to ensuring inclusivity for all employees, not just during Pride month but always.

]]>
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, Voice Intelligence, to help businesses take a smarter approach to understanding and acting on important customer conversations in real-time. Starting today, a beta version of Voice Intelligence will be available to all existing Dialpad customers to power:

  • Real-time Call Transcription: Receive accurate, automatic transcriptions of any conversation in Dialpad, Dialpad Call Center, or conference calls using UberConference (coming soon) 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 (Dialpad Call Center): 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 representatives as conversations happen. Voice Intelligence 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. Voice Intelligence drives consistency across inbound and outbound interactions, 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 Voice Intelligence.

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 Voice Intelligence can do for your business.

]]>
Founder Q&A: Seven 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 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 UberConference 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. The former football coach in me couldn’t be prouder. 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 Unified Communications 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.

]]>
Dialpad Gets Movin’ in ATX https://www.dialpad.com/blog/dialpad-bizfit-challenge/ Wed, 24 Jan 2018 19:07:00 -0800 https://www.dialpad.com/blog/dialpad-bizfit-challenge/ It’s not uncommon for people to set health and fitness goals in January. Maybe you’ve resolved to start running more or focus on weight training over cardio. Perhaps you’re practicing yoga every Sunday or saving your chocolate craving until the weekend. Whatever it may be, you’re probably doing it because you want to challenge yourself to be better than the year before. At Dialpad ATX we feel the same way, which is why we’ve entered the Austin Business Journal’s first annual Biz Fit competition.

In case you’re new ‘round these parts, the goal of the BizFit competition is to recognize the fittest companies throughout Austin’s greater metropolitan area. It’s not very glamorous, but when we moved to Austin in October, we knew we wanted to be more than “just another company” in Austin’s rapidly expanding local tech scene. We love our city. So when the opportunity to participate in a bit of healthy competition with neighbors like Facebook and HomeAway came up, we knew we were in.

With just under a week and a half left until a winner is crowned, we’re really getting into the groove. Tevan Everrett is practicing his heart rate training every morning, while Bridget O’Brien is testing her strength on the rock wall. And under the leadership of our Chief Revenue Officer, Richard Rivera, who also happens to be an ex-football coach (can you say secret advantage?), our team is climbing to the top of the rankings much like we are in the world of telephony. It also doesn’t hurt that more than two-thirds of us are former college athletes. I’m talking track runners, swimmers, softball players, football players--you name it! Believe it or not this shared experience is one of our biggest strengths as a sales team. Not only does it give us something to talk about when we hang around the proverbial water cooler, it allows us to think and tackle challenges as one unit, working toward a singular goal: winning.

Look out competition, because Dialpad is coming for you! And if you’re local to Austin and interested in joining us, check out a list of open positions below.

]]>
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 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, but follow me!) 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 startup 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!

]]>
Three Tips to Being A Great Mentor https://www.dialpad.com/blog/three-tips-to-being-a-great-mentor/ Wed, 10 Jan 2018 17:28:00 -0800 https://www.dialpad.com/blog/three-tips-to-being-a-great-mentor/ In my time as a professional recruiter, I’ve learned that landing a tech job in San Francisco is tough. The talent pipeline is seemingly endless for the finite number of positions we fill each year. And as a result, we end up turning away more people than we can accept.

A few years ago I felt a desire to do more with my recruiting knowledge, and joined Dress For Success as a volunteer career coach. In this role I mentor women who are ready to jump back into the workforce but seek guidance on career issues ranging from resume building to interview preparation.

It’s a pleasure mentoring this diverse group of women and providing them with the confidence and courage they need to navigate our city’s crazy job market. In the spirit of National Mentoring Month I thought I’d share the top three qualities that have helped me be a more successful mentor.

Be Empathetic

One of my biggest keys to mentoring is listening and having empathy. When I meet with my mentees I try to remember that our time together isn’t about me -- it’s about them. It’s about their professional goals and futures, and my role is to provide the guidance they need to get there. This means being okay with them taking or leaving any advice I put on the table. As a mentor, my job is not to judge or take things personally, but rather to be a positive and supportive force in their professional journeys.

Be Committed

Taking on a mentoring role is a lot like taking on a second job. It’s work getting to know someone and building a rapport. If you aren’t prepared to commit not just time but mental energy to your mentee’s professional growth, the relationship is likely to be unfulfilling for the both of you. One way I practice a commitment to my mentees is by always showing up prepared with at least one new job lead or career article that I think they’d be interested in. You’d be surprised how far a genuine effort like this will take you, even if it is small!

Be Passionate

People who know me know that I love my job at Dialpad. I’m passionate about the work and so grateful to be part of a team that feels more like a family, with managers who allow me to truly own and shape my career path. Having worked in tech for more than five years, I know that not every workplace provides this same level of opportunity or satisfaction. When I mentor, I strive to carry a little piece of that passion and gratitude with me in the hopes that it will rub off on them. I want to inspire my mentees to seek more out of a job than just a paycheck, and to find their workplace family as I’ve found mine.

With 2017 behind us I feel now more than ever that being a mentor, especially to other women in tech, is such important and necessary work. I hope to empower even more women to achieve their career goals in 2018 and grow more mentors out of our team here at Dialpad.

If you’re interested in joining a company that values a culture of continuous growth and development, we’d love to hear from you. Check out our open positions here or drop us a line at jobs@dialpad.com

]]>
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 C.E.O., 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 17:47:12 -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, enterprise collaboration and contact centers, 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 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.

]]>
We Made "The List" https://www.dialpad.com/blog/we-made-the-list/ Wed, 25 Oct 2017 00:30:11 -0700 https://www.dialpad.com/blog/we-made-the-list/ Finding amazing talent, whether it be seasoned veterans or new college grads is TOUGH. It’s a hyper-competitive technology labor market and the US has record low unemployment (YAY!), which means standing apart from the crowd has never been harder.

That’s why when we heard that Dialpad made Wealthfront’s List of Career Launching Companies all of us at Dialpad were brimming with pride.

Top Tier Investors

We are lucky our founders made a lot of the smart decisions early on. First, they chose to work with distinguished investors like Andreessen Horowitz, Google Ventures, SoftBank, Amasia and others. In the world of company financings, the VCs from which you take investment from is very important. Our investors are all first tier and also have enormous operating wisdom which they share with us. That’s known as smart money. And that’s one reason we made the Wealthfront list.

Fantastic Culture

Having come over from BlueJeans Networks, another company on the Wealthfront list, I understood the importance of having a great culture. BlueJeans was a fantastic place to work, and a company I was so proud to be apart of from a very early stage. Leaving a company like that I wasn’t entirely sure I would find a place with the same or better market opportunity without compromising what we all love about work, the PEOPLE & CULTURE. I seriously hit it OUT OF THE PARK with Dialpad. Our culture is an extension of the personalities and values of our founders. Craig Walker, and the rest of the founding team, are a big part of what makes Dialpad so special. They have hired people just like themselves. Relentlessly positive, smart, and hardworking people who put a very high value on humor and fun! Plus Dialpad offers company paid lunch programs, great company parties & events, powerful employee recognition & reward programs, and invests in employee development and empowerment.

When entry-level grads are looking around these days, it’s more than just the option package and annual salary that draws them to a company. Dialpad has all that and more, which is another reason we made the list.

Proven Leadership Team

When it comes to the team, we have it all. Smart. Respected. Resourceful. Creative. Driven. Proven. Our leadership team has been successful in the communications industry since the dawn of internet-based telecom. In many ways, they have defined the industry early on and then again in the boom times. Now they are doing that in the cloud era. They are also insightful enough to make sure we always are current and looking over the horizon for talent to keep us current, relevant and in the lead. That’s the third reason we made the list.

Strong Growth Trajectory

The last, and maybe the most important reason why Dialpad was selected to be on the Wealthfront’s List of Career Launching Companies is due to our SUCCESS. To be selected Dialpad has to “show them the money”. And we can!

To qualify for Wealthfront’s List of Career Launching Companies you must be:

A privately held company, have a revenue run rate by year end of between $20 million and $300 million, be on a trajectory to grow at a rate in excess of 50% for at least the next three or four years and have compelling unit economics. Selling a product at very low margins can lead to rapid revenue growth, but it doesn’t necessarily imply a great long-term business.

So the graduating class of 2018, my advice is to focus on finding a company with top tier investors, a fantastic culture, proven leadership, and a strong growth trajectory. Combine that, with your own hard work and you will have a killer career launching combination!

In other words, Dialpad is a no-brainer. Come join us in 2018.

]]>
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 size 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 to make the traditional business phone irrelevant.

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.

[caption id="" align="alignnone" width="1500.0"]

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 Office365 and Google G Suite 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 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.

Learn more about the Era of Anywhere Worker and what it means for IT leaders in this Dialpad Report.

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, Netflix 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 at Google Next 2017

The Dialpad team is ready to welcome you to booth #E9 at Google Next March 8 - 10. Book a meeting with a team member or simply come and say hello!

You can also catch our panel session with customer Betts Recruiting on March 10, 2:40 PM-3:40 PM. Reserve your spot here.


Business Communications on the 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’ video, voice and conference calls.

Providing the industry’s most scalable, reliable, and modern business communications solution, Dialpad cloud communications platform works seamlessly with G Suite. 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 innovate 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 group collaboration and customer interactions, Dialpad is transcending the market with the business application built with the consumer (user) in mind.

Dialpad + G Suite are Better Together

The benefits of Dialpad and G Suite 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."

Dialpad is the only business phone system that is natively integrated with G Suite. 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 G Suite 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.

G Suite 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, FREE UberConference 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 business 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 communications software for the modern workforce."

- Craig Walker, CEO and Founder of Dialpad

Dialpad + G Suite 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:

  • Voice
  • Video
  • Messaging
  • Meetings
  • Voicemail

Dialpad is the only business phone system that natively integrates with G Suite. The seamless G Suite 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

G Suite + 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 G Suite, 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 G Suite as a foundation, creates the opportunity to completely simplify user experience (hello single sign on), scale with style (yes subscription economy!) and eliminate the hardware that deters innovation (we say Kill the Desk Phone once and for all).

G Suite 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. Book an appointment and come see us at booth #E9.

]]>
The Anywhere Worker is Here to Stay https://www.dialpad.com/blog/the-anywhere-worker-is-here-to-stay/ Wed, 18 Jan 2017 00:22:00 -0800 https://www.dialpad.com/blog/the-anywhere-worker-is-here-to-stay/ Here at Dialpad, we have always practiced what we preach by empowering our team to work from anywhere. We're leading by example in our mission to kill the desk phone for good and we're thrilled to report success!

In the last six months, 10,000 new customers including enterprise heavyweights such as Stripe, Netflix, and The Weather Channel and mid-market companies Eventbrite and PagerDuty have made the switch to Dialpad, joining the 25,000 already on board.

While our 138% year-over-year subscription revenue growth is admittedly exciting, what’s even more exciting is the accelerated pace at which businesses everywhere are looking to build an Anywhere Worker IT stack. This signals a recognition of how important it is to enable employees to be productive and connected—no matter where work takes them

Fast moving organizations across all industries and verticals are killing the desk phone and moving communications to the cloud. IT visionaries from Code 42, Quora, Hired, and Qubit share their reasons why:

“Together with Google G Suite, Dialpad gives our employees a better way to connect and collaborate, whether they're at home, in the office, or on the go,” says Jerod Lindblom, VP of IT at Code42. “Our IT strategy is all about partnering, enabling, and automating the business with cloud services and technologies. We want everyone to be able to work wherever, whenever. With Dialpad, our employees can do their jobs from any device.”

"At Hired, our goal is to support employees with cloud tools that enable them to work from anywhere," says Scott Schultz, Senior IT Manager at Hired. "Dialpad lets us kill the desk phone so teams can talk, text, make video calls, and meet online with customers and colleagues—no matter where they are."

“Dialpad has the deepest integration with G Suite we've ever seen,” says Ashley Sprague, Head of IT at Quora. “As a lean IT team, we can't afford to spend time and resources on tedious legacy systems that require weeks to deploy. With Dialpad, we can provision users in an instant with the Google authentication integration. We've saved over 50 percent of the IT headcount previously needed to manage our telecommunications infrastructure.”

“At Qubit, everything depends on frictionless communication between our global offices," says Kyle Eve, Head of IT at Qubit. "Dialpad's deep integration with G Suite makes it easy for our teams to be productive across all their devices—no matter where they go. Thanks to the platform's pure-cloud architecture, we've eliminated desk phones, cut our costs, and are able to expand in minutes with a few clicks of Dialpad's interface.”

With the shift to “anywhere work,” companies are looking for better solutions to replace legacy hardware and free employees to work from anywhere, on any device.

Are you ready to kill the desk phone? Request a free trial and join the movement today.

]]>
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 strategy, these enterprises have significantly reduced the IT resources associated with managing on-premise infrastructure. For Motorola Solutions, eliminating 100% of desk phones has resulted in over $1 million in cost savings in less than six months.

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 transcription of your voicemail messages, 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 G Suite 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

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 data and with and GSuite, 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 data right at your fingertips. And our integrations with Office 365 and GSuite 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 - 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 suitably debunk the myths and help drive your organizational decision making.

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 - 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. Today there are much simpler ways to manage remote teams working outside of the office.

There is now an abundance of fantastic tools to enable your remote teams to communicate seamlessly and collaborate on projects. Cloud-based apps 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 Huge

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 company 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, video, messaging, SMS, and conferencing.

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 legacy desk 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.

More than 25,000 customers have already chosen Dialpad and killed the desk phone. 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 and kill the desk phone 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:

PRODUCT ANNOUNCEMENT | DIALPAD FOR SALESFORCE LIGHTNING

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.

SURVEY | 2016 REPORT ON THE ERA OF THE ANYWHERE WORKER

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.

WHITEPAPER | NEXT GENERATION CLOUD COMMUNICATIONS & COLLABORATION TOOLS

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.

REPORT | CORD-CUTTING HITS THE ENTERPRISE AS EMPLOYEES BECOME ANYWHERE WORKERS

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.

SOCIAL MEDIA SPOTLIGHT | #ANYWHEREWORKER

#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.

PRESS COVERAGE

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!

]]>
5 ways to interact with Dialpad @ Dreamforce ‘16 https://www.dialpad.com/blog/interact-with-dialpad-at-dreamforce-2016/ Tue, 20 Sep 2016 19:28:00 -0700 https://www.dialpad.com/blog/interact-with-dialpad-at-dreamforce-2016/ In just a couple of weeks, San Francisco plays host to more than 150,000 attendees at the world’s biggest software conference - Dreamforce. Running from the 3rd to the 7th of October, Dreamforce promises to be entertain, educate, and provide a year's supply of pens and water bottles.

Dialpad is scheduled to release some incredible new features at Dreamforce, so find us at one of our demo stations to get a preview of what's possible when you put Modern Business Communications inside Salesforce.

Here are 5 ways you can connect with Dialpad at Dreamforce:

1. Meet us at the Cloud Expo

We’re exhibiting on the main Cloud Expo hall located at the Moscone Center. Drop by our booth for a demo, an introduction to our Salesforce integration and a promo code for UberConference Pro. For a personalized demo with one of our reps, schedule a meeting in advance.

Where: Cloud Expo Main Hall, Moscone Center, Booth #231
When:
- Tuesday, Oct 4: 11:00 AM - 8:00 PM
- Wednesday, Oct 5: 9:00 AM - 5:00PM
- Thursday, Oct 6: 10:00 AM - 5:00 PM
- Friday, Oct 7: 10:00 AM - 2:00 PM

2. Schedule a Private Demo and Preview our New Product Features

We're releasing some exciting new features at Dreamforce, so beat the crowds at the booth and schedule a private demo with our team. Our product experts will walk you through the product, and answer any questions you have about business communications for your sales and service teams.

3. Relax with us in the Sales Lounge and Chill Zone

Looking for a place to escape the Dreamforce madness? Dialpad is co-sponsoring the Apttus Sales Lounge and Chill Zone at the Marriott Hotel, and we’d love you to join us. Grab a couch, use the free wifi and hear from some of the industry’s most respected sales leaders. We’ll also have Dialpad product experts available to demo our Salesforce integration.

Where: San Francisco Marriott Marquis, First and Second Floor.
When: 8:00am – 6:00pm, October 4th – 6th, 2016

4. Join us in the Service Cloud Lodge

Dialpad is proud to be one of the six sponsors of this year’s Service Lodge. Meet us at the Service Cloud Lodge in the lobby of the Marriott Marquis and see how Dialpad and Salesforce can boost productivity for your service team.

Where: San Francisco Marriott Marquis, Lobby Level
When: 8:00am – 5:00pm, October 4th – 6th, 2016

5. Attend our Launch Session

Salesforce invited our VP of Product, Vincent Paquet, to unveil the future of Modern Business Communications inside of Salesforce.

Where: Room 2000, Moscone West
When: 11:00 - 11:40 AM, October 6th, 2016

See you at Dreamforce!

]]>
How consumers are driving enterprise IT decisions https://www.dialpad.com/blog/consumers-driving-enterprise-it-decisions/ Fri, 11 Mar 2016 13:00:00 -0800 https://www.dialpad.com/blog/consumers-driving-enterprise-it-decisions/ If you’ve ever wondered what the next cool technology to storm the workplace is going to be, take a look what people are using in their personal lives. In case you haven’t noticed, the hottest new technologies usually start off in the consumer space and find their way to the office.

That is a complete reversal of the way many in IT think things work. Many IT people believe that corporations made the decisions of what technology tools you have at work, and you don’t have a choice. But the reality is that as people’s work styles have changed, they’ve brought new technologies into the workplace themselves. And companies have realized they need to lighten up, literally.

Consider office technology in the early 2000s. Most of it was awkward, heavy, difficult to use and clunky: desktop computers, big CRT monitors, and wired phones. You practically had to do backflips to check email from home, and transferring calls on the desk phone was risky business.

But then companies like Apple started making really cool consumer products (MacBooks, iPhones, and iPads) with attractive interfaces and intuitive features. Workers became used to the slick, agile technology in their everyday lives and started expecting the same at work.

Around 2009, the term BYOD (bring your own device) was tossed around as enterprises began allowing employees to use their own laptops, tablets, and smartphones to access company data—or to make calls. To be productive, enterprises knew they had to accommodate these new tools.

This consumerization of IT extends to apps as well. Examples are everywhere: blogs, the use of LinkedIn for recruiting, instant messaging, Skype, Twitter—all of these tools gained prominence in the consumer world before being adopted by the enterprise.

To accommodate workers who want to use their own devices and apps to innovate, collaborate and work from wherever, smart companies are moving their IT to the cloud.

A great example is Motorola Solutions. To make life easier for its increasingly mobile workforce, in 2015, the Fortune 500 tech giant transitioned all of its 22,000 employees globally to Google for Work—in one day, literally.

Now Motorola is putting its phone system in the cloud, too, so its workers can make business calls conveniently on their own devices. Already, the tech giant has moved its office in Plantation, FL and its headquarters in Schaumburg, IL to Dialpad. And gradually, it’s transitioning all of its other offices worldwide to the new phone system as well.

Consumerization is here to stay. Driving the trend are the newest members of our workforce, millennials who cut their baby teeth on iMacs, if not iPads. So if you want to attract the next generation of workers—or get ready to support your workforce tomorrow—take a look at what people are bringing to work today.

]]>
Switch.co is now Dialpad https://www.dialpad.com/blog/switchco-is-now-dialpad/ Mon, 07 Mar 2016 12:30:00 -0800 https://www.dialpad.com/blog/switchco-is-now-dialpad/ Today, we’re unveiling a new name for our company: Dialpad.

(We’ve also got some great news about our corporate momentum and a keynote I’m giving this week in Florida--scroll down to the bottom of this post for the details.)

The new name reflects the user experience at the core of all of our products: Connecting people via the phone.

You may not have pressed the buttons on a physical dialpad in years, but you see a dialpad every day. It’s embedded into the operating systems for the iPhone and Android phones. It shows up on smartwatches. You may soon see it on smart refrigerators and car dashboards. (Not that we advise dialing numbers while driving—that’s a good time to use voice commands, actually.) And it’s the first thing that appears in the Dialpad phone app after you sign in.

Even if you’re not actually pressing buttons on these virtual dialpads (because you’re selecting your favorite contacts by name or photo), their appearance in all these devices reminds you that you’re dialing a phone number. If you needed to, you could use that dialpad to reach any of the more than 6.8 billion phone numbers in service around the world.

Think about it: Almost every human on the planet is connected to the international phone network. It’s the closest thing we have to a universal social network, and the phone dialpad is the key to making that connection.

Our new name also reflects our user-centric approach to making products. Most telephone technologies are designed to fit the needs of telcos, not end users or companies. As a result, phone technologies have lagged behind in the 20th century even while cloud and mobile technologies have driven business forward into the 21st. Right now, the business phone represents such a huge drag on productivity that many people feel like the phone is over.

We’re here to tell you: The phone is not over. It remains the best way to do business in many, many situations. We believe the phone simply hasn’t been built right, with end-users and IT people in mind, until now.

We designed Dialpad to fit the real-world needs of today’s workers and the modern enterprise. It provides an easy-to-use, unified dialpad for access to voice, video, text messaging, and meetings across any device—and within other applications, including Microsoft Office 365 and Google for Work.

And yes, we’ll continue to provide UberConference—that’s not going away either.

Our mission is to make using the phone fun, easy, and productive again. It all starts with a dialpad, but it definitely doesn’t end there.

That’s why we chose the name Dialpad.

Note: I’ll be in Google's keynote at Enterprise Connect tomorrow, Tuesday, March 8 in Orlando, Florida, along with Motorola CIO Greg Meyers and Google Technology Evangelist for Google for Work Adam Swidler. If you’re in Florida, I’d love to see you and hear from you there. Or follow along on Twitter with @DialpadHQ from 11:00-11:30 am EST.

We are also stoked to announce a few additions to our executive team. Morgan Norman is Dialpad’s new Vice President of Marketing, joining us after NetSuite and Zuora. Steve Milner, Dialpad’s new Vice President of Sales, joins us from Rackspace. And Omar Lee, Dialpad’s new Head of Design, joins us from YouTube/Google. Read all about these talented executives in our press release.

And we’re very pleased to note that Android co-founder Rich Miner has joined Dialpad’s board of directors.

]]>
Dialpad turns 1! https://www.dialpad.com/blog/2016-1-12-switch-turns-1/ Tue, 12 Jan 2016 22:44:26 -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 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 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 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 6000+ 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.
  • Check out more here.

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

]]>
A fresh take on time management https://www.dialpad.com/blog/2016-1-4-a-fresh-take-on-time-management/ Mon, 04 Jan 2016 16:43:00 -0800 https://www.dialpad.com/blog/2016-1-4-a-fresh-take-on-time-management/ Let’s face it—during the workweek, it can often feel like there’s never enough time to go around. Between meetings, emails, phone calls, and chat notifications, squeezing in a few hours of uninterrupted work time can seem next to impossible.

Aside from the usual office distractions, there’s also a huge difference between the schedule of a maker and that of a manager. When it comes to makers versus managers, how well your company balances out these two personas can make or break productivity.

For managers, time is typically divided into hourly segments. This means you’re constantly flitting from task to task. Scheduling people in is as simple as penciling them into a specific slot. But for those focused on making things, like programmers or content creators, work days are broken up into far lengthier intervals.

Whether you’re coding or writing, it takes more than a few hours to ramp up and execute a creative project of any sort. By default, this means meetings are extremely disruptive to a busy schedule. One afternoon conference call can break up an entire day, preventing you from tackling your most ambitious projects. Even just the anticipation of a broken up work day can be a cue to avoid complicated tasks.

This presents a huge problem when both types of schedules collide. Makers need large swaths of uninterrupted time to focus head down on their most creative projects. But managers expect to have time set aside for things like meetings and 1:1 check-ins. The key to avoiding day-to-day friction is finding the ideal scheduling balance for your company.

Here at Dialpad, we’re big believers in remote work. Five years ago, we dreamed up a work-from-home policy and never looked back. It’s been the perfect antidote to this dilemma of makers versus managers. Every Tuesday and Thursday, employees are encouraged to work from anywhere, giving them the space and freedom to take full control of their time.

Those who create get two entire days to themselves without meetings, appointments, or distractions of any kind. This means pure, uninterrupted blocks of time to tackle projects. Managers have the rest of the week to carve out time for their equally important in-person discussions. We’ve found that breaking up the work week this way means both managers and creatives can pass each other the scheduling baton.

With a brand new year ahead of us, it’s the perfect chance to refine your work calendar from top to bottom. A few simple tweaks here and there can mean an instant lift in productivity.

First, take a minute and evaluate your scheduling balance. If one type of schedule seems to be dominating, don’t be afraid to change things up! At the end of the day, we’re all makers. We think, build, and create on the job. The secret is protecting our calendars. With only so many hours in the day, make time for the projects that matter most. They might be the most time-consuming and energy intensive, but chances are, they’re also the most rewarding.

]]>
Meet the Customer: Hopeworks https://www.dialpad.com/blog/customer-spotlight-hopeworks/ Thu, 31 Jan 2019 19:31:00 -0800 https://www.dialpad.com/blog/customer-spotlight-hopeworks/ Hopeworks is a non-profit organization based in Camden, New Jersey that focuses on training and educating youth on technology and entrepreneurship. By providing these young people with a positive atmosphere and connecting them to life-changing opportunities in technology, Hopeworks helps them build a stronger future and break the cycles of violence and poverty.

Hopeworks’ Executive Director, Dan Rhoton spoke with us this month to discuss how his team uses Dialpad day-to-day, and how the platform helps them fulfill their mission.

Q: Why is communication important to your business?
DR: Hopeworks serves under-resourced youth, many of whom are homeless or going through incredible financial and personal hardship. They often don’t have reliable access to computers or email, which makes phone communication an excellent way to get in touch with them and bring them into our program.

Q: Who at Hopeworks are using Dialpad?
DR: The entire Hopeworks team uses Dialpad on a daily basis to connect with our youth via phone call and text.

Q: How has Dialpad improved communications and productivity overall?
DR: We’re so much more connected to our students. If they’re late to class, we give them a call. If there’s a job fair or community event we think they’d benefit from, we shoot them a text. These little nudges reinforce that the work they’re doing here is important and that they’re a valued part of our program.

Q: What’s the biggest impact Dialpad has had on your business?
DR: Dialpad has allowed us to make ourselves available to students at any time, from anywhere and any device. This is crucial because we’re not only educators, we’re mentors. We need to be accessible when our students reach out, and with the Dialpad platform we can be.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below.

]]>
Meet the Customer: Toast https://www.dialpad.com/blog/customer-spotlight-toast/ Tue, 11 Dec 2018 23:39:00 -0800 https://www.dialpad.com/blog/customer-spotlight-toast/ Toast is the fastest-growing restaurant management platform in the United States. Launched in 2013, Toast powers successful restaurants of all sizes with a technology platform that combines restaurant POS, front of house, back of house and guest-facing technology with a diverse marketplace of third-party applications. By pairing technology with an unrivaled commitment to customer success, Toast helps restaurants streamline operations, increase revenue and deliver amazing guest experiences.

Toast’s IT Operations Manager, Tom Roark sat with us this month to discuss how Dialpad is implemented throughout the organization and specifically, their business development team.

Q: Why is business communications important to Toast?
TR: We’re committed to the success of our restaurant customers. They tend to be heavy phone users so reliable voice communications is very important to serving them.

Q: Who at Toast is using Dialpad?
TR: Dialpad is being used by our external-facing teams, including the business development team, account managers, and project coordinators.

Q: What’s the biggest impact Dialpad has had on your business?
TR: Dialpad has had a major impact across our sales organization. For one thing, it’s so much easier to add and ramp up new team members. For another, our account management teams can now give out phone numbers to customer contacts. And because the call quality has been so great, we also use Dialpad as the underlying provider for outbound calling, and to take inbound calls from shared lines.

Q: How has Dialpad improved communications and productivity overall?
TR: The ease-of-use has greatly improved communications for our remote workforce. When a rep has to work from home, a remote office, or an event, Dialpad gives them the flexibility take their work wherever they go.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below.

]]>
Meet the Customer: Lakeshore Recycling Systems https://www.dialpad.com/blog/2018-11-1-meet-the-customer-lakeshore-recycling-systems/ Thu, 01 Nov 2018 19:19:55 -0700 https://www.dialpad.com/blog/2018-11-1-meet-the-customer-lakeshore-recycling-systems/ Lakeshore Recycling Systems is a waste management and recycling company that serves Chicago and the surrounding areas of Illinois. As the primary recycling provider for all 658 schools in the Chicago public school system, LRS Recycling Systems is an important staple in the state’s environmental efforts.

This month we chatted with Jason Jonelis, Director of IT at LRS Recycling systems to learn more about how Dialpad is helping his team make smarter calls.

Q: What prompted you to evaluate Dialpad?
JJ: Our company, LRS Recycling Systems, is the product of a major merger between two of largest waste management companies in Chicago. After the merge was complete, we needed a solution to connect our offices and allow us to scale communications quickly to different locations as we opened up more customer support centers.

Q: Who at your company is currently using Dialpad?
JJ: We use Dialpad at the corporate office and all of our customer support centers.

Q: What were your top goals when selecting a telephony solution?
JJ: Our primary goal was to find a telephony system that could help us run our call centers more efficiently and be easy-to-use for our customer support representatives. We were particularly interested in features like reporting, supervisor dashboards and real-time alerts. Most of all we wanted a reliable product that worked.

Q: Tell us about a time Dialpad exceeded your expectations.
JJ: While we were piloting Dialpad, we had an accident at one of our sites where one of our own recycling trucks took down our phone lines. All of our communications went down except the lines that were on Dialpad. It was incredible. That’s when we really realized the power of Dialpad’s cloud communications.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below

]]>
Meet the Customer: Corridor Mobile Medical Services https://www.dialpad.com/blog/customer-spotlight-corridor-mobile-medical-services/ Mon, 24 Sep 2018 18:18:00 -0700 https://www.dialpad.com/blog/customer-spotlight-corridor-mobile-medical-services/ Throughout the state of Texas, CMMS provides patients medical services ranging from X-Rays to laboratory tests and ultrasounds. Their motto is that they’re compassionate and caring with cutting-edge technology.

This month we chatted with CMMS Chief Systems Officer, Derek Georg to learn more about why Dialpad was the perfect fit for their organization.

Q: Why is corporate communications important to your business?
DG: We have large remote workforce that spends a substantial part of their day traveling between patient homes to provide care. While on the go, they’re in constant contact with our dispatch center for names, addresses and directions. It’s absolutely critical that we have a reliable communications system to keep these groups connected.

Q: Who at CMMS are using Dialpad?

DG: Dialpad is being used at the corporate office, by dispatchers, and by our traveling techs.

Q: What were your top goals when selecting a telephony solution?

DG: We recently scaled from 50 employees to 250 and needed a solution that would grow with with our team. It was also important for us to have a platform that works on any device, so techs can communicate from out in the field. Ultimately we chose Dialpad because it met these needs and had an intuitive UI for both Admins and Users to pick up on.

Q: Why else do you love Dialpad?

DG: Funny enough, the day I met the Dialpad rep, our previous telephony solution went down due to a storm and power outages. With patients under medical care, communication is critical. With Dialpad, if the power goes out, you can get a new method of using the same phones in a matter of seconds.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below

]]>
Meet the Customer: Acquia https://www.dialpad.com/blog/customer-spotlight-acquia/ Tue, 28 Aug 2018 21:29:00 -0700 https://www.dialpad.com/blog/customer-spotlight-acquia/ Acquia is a Boston-based SaaS company that provides dreamers and doers a platform for building, delivering, and optimizing digital customer experiences.

This month we sat down with VP of IT and Security, Michael Ehrich at Acquia to learn how Dialpad is making a positive impact on its global sales and support teams.

Q: What were Acquia's biggest communications challenges before implementing Dialpad?

ME: Call quality. We consistently dealt with fuzzy audio and dropped-calls due to latency between the points-of-presence and the end-user. We were also frustrated by the long ring times for customers. Depending on the time of day, and especially after hours, customers would have to completely fail out of one call queue before ringing the next, meaning they would sit through two entire call queue expirations.

Q: How important is business communications to Acquia?

ME: It's very important. Part of our service offering includes phone support. When customers reach out with a product question or issue it's imperative that our support team be equipped with a reliable, global, call queue.

Q: Who uses Dialpad at Acquia today?

ME: We have users across almost every department, from Sales and Finance to Marketing and Talent, but our Support and BDR teams are definitely the two power user groups at the company.

Q: Do teams like using the product?

ME: Yes! Our previous phone system was the number one IT complaint at Acquia for the better part of the last two years. Now with Dialpad, those employee complaints have vanished and we actually hear how much people enjoy having a modern, mobile phone solution.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below

]]>
Meet the Customer: StudioNow https://www.dialpad.com/blog/customer-spotlight-studionow/ Mon, 30 Jul 2018 22:32:00 -0700 https://www.dialpad.com/blog/customer-spotlight-studionow/ StudioNow is a cloud based software platform for video production sourcing, bidding, contracting, project management and payment-- enabling marketers to centralize and manage all their video production in one place.

In the second blog of our Meet the Customer series, we’re excited to highlight how StudioNow Senior Director of Operations, Brooks Hofstetter cut IT costs and made business communications more flexible and accessible for his team.

Q: Before moving to Dialpad, what was your team using for business communications and what challenges did you face?

Brooks: Before Dialpad, we were on an enterprise grade cloud based PBX system that was costly, unreliable, and hard to configure. Our team is very spread out geographically, so moving to a single communication platform was essential to our day to day operations.

Q: Who uses Dialpad at StudioNow today?

Brooks: All of our employees are using Dialpad today. It’s the perfect fit for all of our teams as it’s easy to administer, and gives us the ability to still use our desk phones when we want to.

Q: How are people liking it?

Brooks: They’re loving it! When our vendors and customers say they prefer text communications, we can do that now. Our employees love the flexibility of being able to use their deskphone, or the app. And now we can text, fax, read voicemail transcriptions, and do everything on the same platform.

Q: What benefits have you realized after switching?

Brooks: So far we’ve seen a 20% savings in overall telephony costs. Administration and provisioning has become much simpler as we can now do everything in-house instead of relying on tech support or our former telecom provider. We’ve also dumped our former e-fax provider since faxing is part of the Dialpad platform.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below.

]]>
Meet the Customer: CF Real Estate Services https://www.dialpad.com/blog/customer-spotlight-cf-real-estate/ Mon, 18 Jun 2018 21:16:00 -0700 https://www.dialpad.com/blog/customer-spotlight-cf-real-estate/ CF Real Estate Services is a full-service real estate services company focused on multifamily and student housing across the United States. They are passionate about serving their communities, and when it comes to their business, communication is key -- whether it be internally between property managers, or taking inbound calls from their residents. Managing over 90 communities and 25,000 residents, it’s critical that they're able to provide best-in-class service.

Welcome to the first story in our monthly Meet the Customer series! To kick things off, we decided to sit down CF Real Estate Services' Senior VP of IT, Ryan Nigro who recently championed the switch to Dialpad from a cloud-hosted PBX system. Here's what he had to say about Dialpad and how it's impacted the business so far.


Q: Before moving to Dialpad, what was your team using for business communications and what challenges did you face?

Ryan: We were using a cloud-hosted PBX system. It made configuration changes a pain. Adding users routinely took more than 20 minutes, and changes to a phone tree could take hours. There were no apps, so we had no corporate directory, support for texting and we weren't mobile.

Q: Who uses Dialpad at CF Real Estate Services today?

Ryan: Dialpad is used broadly by all of our corporate employees. We love the messaging and directory features for employee-to-employee communication, and we of course use it as our primary phone system for keeping in touch with residents, vendors and other outside parties.

Q: What benefits have you realized since switching to Dialpad?

Ryan: It’s now easier than ever to get in touch with corporate associates. Dialpad has really enhanced the way we communicate and helped make our culture more collaborative. From an IT perspective it's been a big win.

Want to see if Dialpad is right for your business? Sign up for a free two-week trial below.

]]>
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.

BEFORE THE EVENT

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 (iOS/Android).

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.

(Shameless plug: Want your chance to win a $1000 getaway? Book a demo with us before Dreamforce.)

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.

DURING THE EVENT

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 this unofficial BART map app (iOS/Android) and the official MUNI app (iOS/Android). 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, like the one we created here.

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.

AFTER THE EVENT

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 We Love UberConference 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/ Why Konsus Loves UberConference

As a global, virtual company with remote workers and clients all over the world, we at Konsus 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, UberConference is the only product that reliably solves the three issues.

Here are 7 reasons we chose UberConference and what, in our opinion, makes UberConference 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 lengthy pins, with UberConference, 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 Uberconference.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 UberConference 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 UberConference 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 three second break and the numbers after is the UberConference 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

Sound quality has never been an issue when using UberConference, 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 UberConference every single day for a myriad of reasons: from on-boarding clients to our website and discussing design projects with clients, to tech team collaboration meetings. It's easy to use and swap 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 UberConference 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

UberConference blends chat and 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 UberConference 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

UberConference 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 UberConference to conduct hundreds of calls with prospective customers all over the world.

Konsus 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-premise 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 Figures in 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-premise infrastructure. The company’s IT department transitioned from five full-time staff managing its communications network to one individual that spends 5% of his time administering Dialpad.

And unlike a legacy PBX, provisioning users and driving internal option was 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.

]]>
Building a modern retail experience with Dialpad https://www.dialpad.com/blog/building-a-modern-retail-experience-with-triple-aught-design/ Fri, 15 Jul 2016 21:59:00 -0700 https://www.dialpad.com/blog/building-a-modern-retail-experience-with-triple-aught-design/ A Modern Retailer

Triple Aught Design is a designer, manufacturer, and seller of high-end outdoor gear and apparel. The company combines conscious design with precise engineering to create products built to withstand the toughest conditions.

Across the Bay Area, Triple Aught Design maintains an intricate network of warehouses, manufacturing facilities, and retail stores. According to Peter Hogg, Triple Aught Design’s Systems Engineer, Dialpad has been a perfect fit for the company’s modern workforce.

On-the-Go Employees

Prior to Dialpad, Triple Aught Design suffered from a bulky VoIP system that was difficult to use and administrate. As a one-man IT team, Peter spent countless hours training employees and juggling tedious support tickets. The phone system simply didn’t align with the company’s fast-paced culture, or inspire collaboration.

Restricted by desk phones, employees were forced to publicize personal cell phone numbers to be accessible on-the-go. Smartphone usage spiked, as desk phone usage plummeted.

After searching for a communications platform that would better fit the company’s work-from-anywhere culture, Peter came across Dialpad. Now, employees can link all conversations—text, voice, video, or chat—to a single business number that lives on any device.

Building Store-to-Corporate Connectivity

Voice is weaved into every aspect of Triple Aught Design’s business. From the initial mock-up of a product to its final shipment from warehouse to customer—voice matters. On any given day, Triple Aught Design relies on Dialpad to curate a modern retail experience for online and in-store customers.

The company’s geographic footprint spans retail managers in the Bay Area, remote teams in Colorado, and corporate headquarters in San Francisco. Dialpad is embedded across every location, enabling IT to inspire a culture of collaboration.


Since Dialpad works on any device, our teams aren’t tied to offices—they operate from anywhere.
— Peter Hogg, Systems Administrator

The Results: 40% in Cost Savings

As the retail industry evolves, organizations are shifting away from expensive legacy hardware and into the world of scalable, mobile-to-mobile interactions.

Today’s modern retailers rely on voice to connect stores, facilities, and corporate offices around the globe. In fact, these conversations lay the groundwork for building memorable customer experiences.

Dialpad takes this collaboration a step further. Now, Triple Aught Design’s workforce has 24/7 access to conversations.

Employees can text customers from their desktops, hop on product calls in-flight, or chat about design proofs en route to the office. Every line of communication is flexible, reliable, and always-on.

]]>
Discover how Percolate is reimagining its global IT stack https://www.dialpad.com/blog/customer-spotlight-percolate/ Fri, 13 May 2016 18:00:00 -0700 https://www.dialpad.com/blog/customer-spotlight-percolate/ A digital leader in its space, Percolate is disrupting the way marketers work and applying the same approach to the technology used by its global workforce. From San Francisco to London, Percolate’s IT team leverages modern cloud services to connect offices and inspire cross-company collaboration.

Kyle Jackson, Percolate’s Director of IT, runs the company’s technology stack with the help of two support staff. Together, the lean IT department manages all hardware and software purchases—in total supporting over 300 employees around the globe.

IT Challenge | A Bulky VoIP Solution

When Percolate first moved into its headquarters in New York City, the team deployed a clunky VoIP system and invested a substantial amount of money on hardware.

But in order to ramp up new users and perform simple tasks like adding a headset or issuing a license, IT had to call its vendor and place an order that took two to three weeks to fulfill.

“I literally couldn’t get phones fast enough between when people were hired and when they started,” said Kyle. From an administrative standpoint, the company lacked the infrastructure necessary to scale its growing workforce.

The solution was centralizing offices on one communications platform, and offering a consistent IT experience for teams worldwide.

IT Challenge | Unifying 50+ Cloud Tools

In today’s cloud-based workplace, companies must ensure that the tools in their IT ecosystem are aware of one another, and that data is flowing correctly from touchpoint to touchpoint.

Percolate has approximately 50 cloud applications deployed across the company. Ultimately, the communications platform IT chose had to fit seamlessly into this existing environment.

Dialpad’s deep integration with Google Apps for Work became a major advantage. The ability to authenticate Dialpad with Google credentials enables Percolate’s IT team to preserve a user’s identity from one application to the next. By syncing with Google Apps for Work, employees can now view shared documents, upcoming calendar events, and recent emails with a contact—right from the Dialpad interface.

To Kyle, establishing this continuity between cloud tools in Percolate’s ecosystem is a relatively new IT challenge, and one the team is in front of thanks to services like Dialpad.

The Results | A Pure Cloud Communications Network

Percolate’s change management campaign was swift—departments around the world could immediately sign in to Dialpad with their Google Apps credentials and start making calls.

Regardless of the time or place, Dialpad’s cloud-based architecture allows employees to tap into a unified IT experience and kickstart conversations from any device. And with click-to-connect functionality, the platform makes it easy to initiate a text, call, or chat in seconds.

Sales reps can present demos on the fly, support teams can take urgent calls in transit—departments everywhere no longer rely on hardware tied to their desks. Across Percolate’s global workforce, Dialpad has created a better, more intuitive communications experience for calls, message, and meetings.

]]>
Dialpad Customer Story | Second City https://www.dialpad.com/blog/customer-spotlight-second-city/ Thu, 10 Mar 2016 22:00:00 -0800 https://www.dialpad.com/blog/customer-spotlight-second-city/ Taking improv comedy to new heights

Second City has been bringing the funny on and off the stage for over 50 years. With roots as a tiny comedy theatre, the business has since evolved into a global sketch comedy brand. From Tina Fey to Stephen Colbert and Steve Carell, a host of famous alumni have kickstarted careers beneath its theatre’s spotlights.

The summer of 2015, Second City experienced a fire that began at the base of headquarters in downtown Chicago. Flames shot through the three-story limestone building, leaving a gaping chasm on the roof and wiping out its entire administrative infrastructure. Within hours, the company’s data center—home to its PBX phone system—was gone. The team’s immediate concern was finding a way to communicate with customers.

[caption id="" align="alignnone" width="3960.0"]

Second City outsources its IT operations to SAGIN, LLC. Dan Wagner, SAGIN’s IT manager for Second City, quickly turned to Dialpad for help.

Five days after the fire, Second City traded the remnants of its charred PBX for the cloud, installing Dialpad on desk phones, computers, and mobile devices.

To the delight of its workforce, the move instantly modernized Second City’s aging infrastructure. In under a week, Dan’s team cut cords, severed any reliance on third-parties, and enabled teams traveling the world to go 100% mobile.


Whether you’re a small business or a big business, your phone system is your lifeline.
— Dan Wagner, IT Manager

Clunky hardware and costly maintenance

Prior to Dialpad, the complexity of Second City’s PBX forced IT to spend hundreds of dollars an hour paying third parties to provision users, adjust settings, and upgrade the system.

Fortunately, Dialpad eliminated these headaches altogether. By consolidating communications in the cloud, Second City cut its dependency on third-party support.

“With Dialpad, you plug in and go. It’s a beautiful thing, not having to micromanage a system. I can ask someone to provision a line and it’s done in five minutes flat,” said Dan.

The chaos of onboarding new employees and dealing with upgrades is now a thing of the past. IT, no longer burdened by a clunky system, now relies on a service that offers a polished experience for admins and users alike.

“Upgrades happen automatically—we never worry about whether our server’s out-of-date, or if we need updates for a new piece of software. Whether you’re a small business or an enterprise, that’s huge.”


With Dialpad, you plug in and go. It’s a beautiful thing.
— Dan Wagner, IT Manager

The fire that changed everything

Second City’s headquarters is located in a historic, maze-like building in the heart of downtown Chicago. On August 26th, 2015, a blaze ignited from the grease chute of a restaurant at ground level, scorching Second City’s executive offices and releasing dense smoke that swept across three floors.

“It was devastating. The building that got damaged the most housed our entire data center. And it wasn't just the fire itself, it was the smoke, the water, everything spread through the building.”

According to Dan, all aspects of the business were heavily impacted.

Modernizing IT after the meltdown

“Immediately after the fire, it was chaos. We were doing a lot of fancy footwork trying to forward numbers,” explained Dan.

Before Dialpad was deployed, the team had a few days with zero human to human contact. Departments were forced to either field calls from personal cell phones or send customers straight to voicemail.


The speed at which we deployed Dialpad was remarkable. It was a lightening-fast change management campaign.
— Dan Wagner, IT Manager

Much to the relief of Dan’s team, within a week, the entire company was on Dialpad. “We were up and running in five business days. It was impressive. We had this opportunity to re-engineer, to prepare ourselves for the next 50 years, and we took it.”

Cutting cords and going mobile

Thanks to Dialpad, Second City now supports a vast network of on-the-go business phones. By launching a war on wires, IT conveniently freed employees from their offices.

Whether on desktops or mobile devices, teams can now engage with customers from just about anywhere. Dialpad rings multiple devices at once and lets users shift conversations between them with a single click.

"It's way better than just forwarding calls to your cell phone. It's actually the whole business phone experience that follows you,” Dan explained.

By centralizing Second City’s calling, messaging, video, and SMS in the cloud, Dialpad is now a company-wide communications hub. “Our teams have the same experience on their cell phones as they would at their desks—it’s incredible,” said Dan.

[caption id="" align="alignnone" width="1500.0"]

]]>
Dialpad Customer Story | Charity: Water https://www.dialpad.com/blog/customer-spotlight-charity-water/ Tue, 26 Jan 2016 16:24:00 -0800 https://www.dialpad.com/blog/customer-spotlight-charity-water/ Delivering Clean Water Across the Globe

charity: water’s mission is to bring clean and safe drinking water to every person on the planet. 17,673 water points have already been established across 24 countries. Thanks to ongoing efforts in places like Ethiopia and Bangladesh, 5.6 million people now have access to potable water.


663 million people are currently without clean drinking water.
— charity: water

But with so many moving parts, the challenge is keeping projects and people in sync—even when staff are out in the field. Enter: Dialpad.

By moving their entire phone system into the cloud, charity: water slashed IT costs, threw out antiquated hardware, and took control of global communications.

[caption id="" align="alignnone" width="1500.0"]

Ditching Wires & Legacy Hardware

Prior to Dialpad, charity: water struggled with an aging phone system that couldn’t quite stretch to meet the needs of its modern, on-the-go team.

“It was kind of like a rat’s nest of wires running all over the place. I had no visibility into what was going on. If I needed anything done, I had to go through a third party organization. I wanted to bring that control in-house,” said Ian Cook, Head of IT.

The equipment included an on-premise server and a set of IP phones. Everything was reliant on old hardware tucked inside a closet full of wires and managed by a third party.

Unfortunately, this meant little flexibility when it came to managing users. Even simple tasks like adding a person to a directory became a headache. “We would go back and forth...someone would off-board and we’d have to reach out and have our vendor remove them from the system. Sometimes this took three or four attempts.”

Depending on a third-party for basic admin controls made it impossible to scale quickly. For Ian, it made sense to start looking for a more practical way to handle calls—“I wanted my team to be able to scale up and down easily with the phone system we chose. Dialpad is amazing in that respect.”

Working On-The-Go

For most of the charity: water team, their office is a fluid concept that shape-shifts daily. “We’re traveling all around the world to meet with prospective and current donors. Staying connected is very important to us,” said Ian.

Before Dialpad, taking calls strictly via desk phones meant being stuck at the office, unable to stray far. But it was a tough roadblock that didn’t support the team’s fast-paced culture. Instead, they needed a business phone that could be taken on-the-go.

“Staff might be at a coffee shop meeting with a prospective donor, but they really don’t want to miss a call coming in from another partner. So they’ll activate Dialpad on their mobile devices,” explains Ian.

Playing Nicely with Google Apps for Work

“When I was building out the new office, it was the perfect time to make a change. We use Google Apps every day—it’s critical to our business. So having Dialpad integrated with Google Apps made it that much easier to make a decision,” said Ian.

Dialpad tight integration with Google Apps instantly brought richer context to everyday conversations. From one interface, teams can view recent emails, shared files, and upcoming calendar events—all while on the line. For those on-the-go, the extra transparency makes it easy to take calls away from the office without missing a beat.


Dialpad was the only phone system we found that was built from the ground up for organizations like us that heavily use Google Apps for Work. That’s what sold us right away.
— Ian Cook, Head of IT at charity: water

Cutting Costs & Boosting Employee Happiness

"I’m always looking for technology that creates better efficiency and saves us money. With Dialpad, there were huge cost savings for us, around a couple thousand dollars a year," said Ian.

“Dialpad relieves so much pressure off IT because employees no longer need to make a request every single time they want to change settings. Being able to pass off the type of task that would have normally been a support ticket is such a huge win for my department.”

Powering a Modern Workplace

“On top of alleviating all the issues we had before, Dialpad’s admin console simplifies things in such a powerful way. It’s an amazing IT tool—the learning curve was so small. From a single dashboard we’re able to add or remove users, assign phone numbers, and see our entire billing history.”

“If we decide that we want to turn a space into a meeting room, we just create a new department line and place it in there. It simplifies my job so much, and that’s exactly what I look for when I switch to a new service,” said Ian.

[caption id="" align="alignnone" width="1600.0"]

]]>
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:

  • Outbound vs. inbound call logging

  • Call status (Connected, Missed)

  • Where calls came in vs where they ended up (including the person that answered)

  • Links to download or play voicemails and recording

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, your customers can now receive their call backs 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

Slack

  • 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 and Support Pro and Enterprise customers in the Slack App Directory

OneLogin

  • 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 Talk Enterprise customers in the OneLogin Connector Catalogue

Google Calendar Add-On

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 transcription quality

  • Better 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/ According to Salesforce’s annual State of IT report, 81% of tech leaders believe IT is 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-based 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 sentiment analysis and live dashboards, 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.

]]>
Insights On Demand: Introducing Web Call History https://www.dialpad.com/blog/web-call-history/ Wed, 21 Nov 2018 02:14:00 -0800 https://www.dialpad.com/blog/web-call-history/ Think about all the conversations you had at work today. The people you interacted with. The topics you discussed. The questions asked and the answers received. Now think about everyone else in your organization and the number of conversations they’re involved in at any given time. That’s a hell of a lot of call data to miss out on. Luckily you don’t have to.

Introducing Web Call History: the newest way for managers and admins to access call data straight from their web portal. No CSV downloads or support tickets required.

What is Web Call History?

With Web Call History, managers can access the full catalogue of conversations happening across their organization, with the opportunity to uncover valuable insights on product feedback, pricing, and more.

Instant Access

  • Gain access to catalogue of calls straight from web portal

  • Role-based permissions ensure the right people have the right access

  • No need to file support tickets or copy and paste CSV spreadsheets

Filter and View

  • Organize view by specific line, group, or individual user

  • Filter calls by start and end day plus time range

  • Display all calls, regardless of direction, in one easy-to-read format

Know the Next Step

  • View call details by leg, including direction, timestamp, caller name, and recipient name

  • Access voicemails and recordings attached to individual calls

  • Uncover opportunities to improve answer times, # of missed calls, call quality, etc.

Dive Into Insights

There are limitless opportunities to enhance your product and service locked within your call data. Web Call History helps you unlock them. Having access to all of your call history and being able to zero in on patterns and behaviors, not just from buyers but your own team, is invaluable when growing your business. In fact, McKinsey recently reported companies that leverage customer analytics outperform their competitors in terms of profit almost twice as often as companies that don’t.

Whether you’re looking for sales insights or QA’ing the day’s support calls, you now have one central place to see every call and replay every voicemail that comes across your lines.

Ready to learn more?

If you’re an admin of Dialpad, this feature is already available in your account. Just login to try it out for yourself. Want to learn more? Check out our help center article from the link below.



]]>
Better Meetings with UberConference + Google Calendar https://www.dialpad.com/blog/better-meetings-with-uberconference-google-calendar/ Mon, 17 Sep 2018 16:16:00 -0700 https://www.dialpad.com/blog/better-meetings-with-uberconference-google-calendar/ UberConference has long been synonymous with better meetings. From being completely download-free to requiring absolutely no PINs, we’ve never shied away from the opportunity to improve the way you meet and collaborate with your team. Now we’re making meetings even smarter and simpler with the new UberConference Add-On for Google Calendar.

Available today in the G Suite marketplace, UberConference users will be able to use the new Add-On to schedule meetings and add details like conference link, phone number or PIN all in one click.

If you’re thinking to yourself, “Hey, this sounds pretty similar to the Chrome extension I use for UberConference today,” you’re not wrong. However, the new Add-On does come with some added benefits such as:

  • The ability to use it in any browser, not just Chrome.

  • The ability to add UberConference details to your meeting invite from the Google Calendar mobile app on both iOS and Android.

This means a seamless conferencing experience and better workflow, no matter what device or browser you’re in. Head over to the G Suite Marketplace to install the Add-On and start meeting smarter today.



]]>
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, internal messaging app offers teams a simple, user friendly way to stay connected, share important updates, and integrate with their existing apps like JIRA and G Suite.

SOCIAL COLLABORATION IN THE MODERN WORKFORCE

According to the McKinsey Global Survey conducted last year, employees now rely more than ever on social methods for communication. In fact, 45% of respondents said that social technologies (read: collaboration) are critical to everyday work.

When we consider that 90% of organizations are tackling complex issues that demand collaboration, it only makes sense why teams are finding social collaboration tools like Slack a workplace necessity and not just a “nice-to-have”.

But don’t think the benefits stop at the employee level. Research has shown that collaboration tools in the workforce lead to better customer experiences, reduced 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 G Suite, 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, 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 call is started, missed, or completed
  • When a voicemail is received
  • When a voicemail transcription 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 Voice Intelligence at Dialpad), 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 + Voice Intelligence, you don’t need to install any new software, or change any behaviors. Just make a call, and let Voice Intelligence do the rest, in real-time.

If we've piqued your interest, you can learn more about Voice Intelligence below. 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.

]]>
Managing Your Office with Dialpad APIs https://www.dialpad.com/blog/2018-6-4-managing-your-office-with-dialpad-apis/ Mon, 04 Jun 2018 21:52:00 -0700 https://www.dialpad.com/blog/2018-6-4-managing-your-office-with-dialpad-apis/ An IT administrator’s work is never finished. Day in and day out you’re fielding requests from users, maintaining and upgrading systems, and dealing with reams and reams of user data. It’s a lot, and we get it. To help shift some of the more monotonous tasks off your plate we’re excited to share our new and much enhanced Dialpad APIs. With this tool, you’ll be able to quickly access the information you need, automate routine processes, and simplify your workflow.

How do they work?

At a high level, APIs are a simple and defined way for software components to talk to each other to either give or receive information They make it easy for outside programs to access software functions without having to dig through all the code -- kind of like a virtual teleporter. With our APIs, you can easily access, use and customize Dialpad in a way that suits you, specifically in the following ways:

Office and User Management

These APIs give you the ability to add, suspend, and delete users, call up lists of users in offices or departments, and transfer users to other offices. One of the most common use cases for these, is being able to add a user in G-Suite or O365 and ensure that the user is automatically added to Dialpad as well!

Analytics and Call Data

Who doesn't love analyzing call data? These APIs bring call summary and text log data to your fingertips so you can have a clear picture of what's happening across your organization, at any given time. You can also use the API’s to push call logs to a specific URL which is especially helpful in support situations.

Dialpad Sandbox

Sometimes you just need to tinker around with a new feature before deploying it. Our sandbox is the perfect place to experiment and test without actually affecting your production setup. You can also use it to get early access to new Dialpad features and check them out before they go live to your team. To sign up, send a request to Dialpad Customer Support.

So even when you to-do list seems never ending, don't sweat. Dialpad APIs can help you take care of the little things while you get back to the things that matter.

For more information on Dialpad API’s, check out our new developers page below!

]]>
Rising to the Challenge of Identity Management https://www.dialpad.com/blog/rising-to-the-challenge-of-identity-management/ Tue, 29 May 2018 17:01:00 -0700 https://www.dialpad.com/blog/rising-to-the-challenge-of-identity-management/ “Identity is our responsibility. It is the challenge of our time.”

This was the message repeated to every IT leader at Okta’s annual user conference in Las Vegas, Nevada. As a member of the Okta partner community, we take this message seriously. We know that identity is the center of gravity for our customers, and that getting identity right is key to staying an essential and meaningful part of their tech stack. It’s the reason we offer single sign-on (SSO) through business critical tools like G Suite and Office365, and why we integrate with a best in breed identity management provider like Okta, which executes billions of authentications across 4 million unique users every year.

As we continue to rise to the challenge of identity management, we’re pleased to announce that we’ve enhanced our Okta integration to include SSO, SAML and now System for Cross-domain Identity Management (SCIM) for automated user provisioning.

Why use SCIM?

SCIM makes user data more secure by automating the lifecycle management process of every user identity. As businesses grow over time, the number of user accounts they oversee increases exponentially-- not just on Dialpad, but across all of their tools. Every request to add or delete a user, or change users permissions, takes up valuable IT resources that could be better spent elsewhere.

With our new Okta SCIM integration however, user identities can be created and stored directly in Okta allowing you to securely access features, manage users or create new offices from anywhere, on any device. And since all provisioning and deprovisioning is done automatically through one single system, the risk of error or security breaches is significantly reduced.

Adopting SCIM for Your Business

If you’re an enterprise customer on the Okta network, we invite you to test out our integration for yourself. For more information, visit the Okta integration page below.

]]>
Notes From the Field: Why Go Cloud? https://www.dialpad.com/blog/why-go-cloud/ Wed, 11 Apr 2018 17:15:00 -0700 https://www.dialpad.com/blog/why-go-cloud/ Often times in technology, disruptive or ‘first-mover’ solutions face an uphill battle because of the need to first educate the marketplace on the problems we solve. This is especially true in a space like telephony where being able to make and receive calls is so mission-critical to every day business functions, most IT leaders would rather “leave well enough alone” than make any transformative changes.

Since joining Dialpad’s Business Development team I’ve led hundreds of Q&As with executives on cloud communications, and what I’ve found is that no matter the size, location, or specific deployment needs of an organization, making the decision to go cloud typically comes down to five simple truths.

1. Straight forward pricing models.

You may think you’re getting a great deal with your current telephony vendor, maybe you were quoted $X per line, maybe they threw in some free hardware to sweeten the deal, but what isn’t always immediately apparent is the total cost of ownership. After the ink dries on a traditional on-prem contract, how much will it cost to install a new line or office? Will different locations require full-time, on-site employee(s) to make changes? How much is maintenance?. And how frequently will you have to rip everything out and pay to have it re-installed with the latest and greatest hardware? After all is said and done, the average company ends up putting about 30% or more of its total IT budget toward these kinds of catchall costs. On the other hand, customers who choose cloud vendors like Dialpad tend to see a savings of 30-90% because they only pay for the seats they use, and they can scale up or down at any time.

2. Automated and lightning fast administration.

Gone are the days where your IT admin needs a long checklist of systems to manually provision every time an employee is hired, fired, or moved. Nowadays, with SAML (Secure, Single Sign-on) and SCIM (automatic provisioning across multiple tools) offered by most cloud productivity platforms and identity management tools, you don't have to run through a thousand action items anymore. This saves time, admin headcount, and keeps data from falling through the cracks as a result of manually tracking everything. At Dialpad we take full advantage of these tools, giving your IT and HR teams full access to automate provisioning of Dialpad and UberConference licenses whenever they add or remove a user to Google G-Suite or Office 365.

3. One number. Any device. Any location.

Being in sales, I'm on the phone all the time and I can't tell you how many voicemails I've received that start off with, "I'm not at my desk..." Today's professionals are always on-the-go, rarely at their desk, and likely already carry their most important business tool with them wherever they are: a cell phone. So why not leverage that? Additionally, Dialpad allows employees to have a single business number-- not a desk phone extension, not a personal cell phone number--across their desktop, laptop and mobile phone.

4. Automated logging and analytics.

Similar to automated administration, cloud providers also tend to play well with other cloud tools like your CRM, ITSM, Email, Calendar, Drive. Dialpad does this especially well by automatically logging and providing analytics on all communications data. Receive an important call while driving, and can't pull over and log it? No need because it was logged the second the call ended. Want to see the last few emails you and a coworker exchanged during a quick sync call? It's front and center in the Dialpad client. At the end of the day or even the quarter, your teams can then pull analytics from these calls, texts, and conferences to track and optimize call habits.

5. International connectivity.

Making calls over the open web has one glaringly obvious (but sometimes overlooked) advantage: It's global. If you’re the CIO of a Fortune 100 enterprise with a PBX infrastructure, chances are you have dozens of regional telephony vendors, and dozens of contracts and relationships to manage. A cloud provider like Dialpad allows you to narrow that down to just one. It also allows your organization to communicate between offices and internationally for a more collaborative culture and a seamless user experience around the world.

So the next time your telephony contract is up for renewal, ask yourself: Are you really doing your business good or are you simply keeping the status quo?

If you’d like to know more about whether Dialpad is the right choice for your team, feel free to reach out using the link below. Until then, cheers to great communications!

]]>
Innovate with Dialpad | March 2018 https://www.dialpad.com/blog/2018-3-23-innovate-with-dialpad-march-2018/ Mon, 26 Mar 2018 20:25:23 -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, message, and contextual customer info on your existing devices.

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

With Call Centers, Dialpad Admins can:

Interested in learning more about call centers? 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 call and messaging 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.


Enable Agents from Anywhere

Not only can agents view and log both ServiceNow and 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 both ServiceNow and 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. Sign up for a free trial of Dialpad today—productivity is waiting.

]]>
Innovate with Dialpad | February 2018 https://www.dialpad.com/blog/2018-2-21-innovate-with-dialpad-february-2018/ Wed, 28 Feb 2018 16:58:36 -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 team 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 and UberConference bots with Hangouts Chat.


Some Things Are Better Together

Integrating Dialpad and UberConference bots into your Google Hangouts Chat is easy—just run a search for either @Dialpad or @UberConference 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

If you've added the @UberConference bot, you'll be able to invite your team members to your conference via the @uberconference command.

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.

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. Sign up for a free trial of Dialpad today—productivity is waiting.

]]>
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 information 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 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


Bonus: Nailing Workplace Tool Deployment

And if you're local to the San Francisco Bay Area, we'd love to meet you in person at Spoke's workplace tool deployment panel. My partner in crime, Brian Peterson will be speaking alongside IT professionals from Slack, Envoy and Greylock Partners. It's completely free and includes food, drinks and plenty of time to ask your trickiest IT questions.


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. Sign up for a free trial of Dialpad today—productivity is waiting.

]]>
Innovate with Dialpad | December 2017 https://www.dialpad.com/blog/2017-12-22-innovate-with-dialpad-december-2017/ Fri, 22 Dec 2017 23:20:59 -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 (and Free your Voice)

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

Built for small teams, freelancers, and one-person shops, Dialpad FREE offers small businesses a way to connect and collaborate on a business phone system that's completely free, for life.

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

  • 1 Business Number + 5 Extensions
  • Auto-Attendant and IVR
  • Unlimited voicemail
  • Transfer, Add Caller, Hold, Mute
  • Video Calling
  • Conference Calling via UberConference
  • Screen Sharing
  • SMS/MMS

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.

UberConference Meetings 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 message 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.



"Alexa, Place a Call with Dialpad"

Dialpad now integrates with Amazon Alexa, giving your voice the power to cut out distractions and get things done. Your virtual personal assistant Alexa takes commands to dial numbers, transfer calls, hand off messages, and reports real time call analytics.

“Alexa, let's get to work.”


Whether it was with voice, video, messages, or meetings, 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 our most innovative features and how Admins and users 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 collaboration session, 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 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 https://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 contact’s profile 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 20:26:52 -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 new Dialpad call straight from Gmail to displaying a quick rundown of call and message 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 apps.

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 & 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 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).

Switch 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.


Bonus: The 27 Apps High Achievers Use Everyday

Inc.com dives into the 27 apps high achievers use everyday, from productivity boards like Trello (a personal favorite) to finance must-haves like Expensify. Regardless of what you’re after, there’s something for everyone on the list, whether it’s getting work done, staying healthy, or even saving a few $$$.


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 | September 2017 https://www.dialpad.com/blog/2017-9-25-innovate-with-dialpad-september-2017/ Tue, 26 Sep 2017 14:26:29 -0700 https://www.dialpad.com/blog/2017-9-25-innovate-with-dialpad-september-2017/ If we had to describe this month's post in one word, Productivity seems like a pretty good one to choose.

Whether it's automatic cloud backups for both voicemails and recordings or rapid deployment with Dialpad + Polycom, the question isn't how can your team stay productive but rather: what are they going do with all their new free time?


The Cloud Has your Back(ups)

When you build a product on Google’s Cloud Platform, it goes without saying that there’s some serious perks. Here’s the latest: now you can automatically backup your Dialpad voicemails and call recordings to your Google Drive.

To enable this feature, just head over to the web portal then navigate to Your Settings > Voicemail & Missed Calls > Advanced Options > Cloud Backup.


Securing the Enterprise Starts with Identity

In the era of the anywhere worker, people are the perimeter. The need to secure all cloud apps employees are using across all their devices, from anywhere, has given rise to a number of identity management providers.

In addition to our recent G Suite SSO via SAML announcement, we’re happy to announce partnerships with leading identity providers OKTA and OneLogin. Our goal is to provide enterprises with the best options to secure and easily manage users.


Say Hello to Rapid Deployment with Dialpad + Polycom

Dialpad believes in turning anything and everything into a software-enabled phone—including the world’s most popular desk phones. Common pain points with desk phone activation include complex, manual provisioning and poor cross-device usability.

By taking a software-first approach, Polycom’s can now be pre-provisioned (called zero touch provisioning), so all you have to do is plug them in. Users can also complete self service activation. Plus, access Dialpad features, like voicemail, do not disturb and login / logout, right on your desk phone.


Enable Secure Mobile Productivity with Microsoft Intune

Microsoft Intune is a mobile device management (MDM) and mobile app management (MAM) offering that lets organizations using Office 365 enforce additional security policies. Dialpad login now supports Microsoft Intune through the Microsoft Authenticator app.


(Bonus) Workplace Mobility & The Death of the Desk Phone

How do cloud based platforms like Dialpad enable true workplace mobility and more importantly, what does it mean for the tech sitting in your IT closet? The #10inTech crew digs into these questions (and more) with Dialpad co-founder & VP of Engineering Brian Peterson in their podcast series.


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 | August 2017 https://www.dialpad.com/blog/2017-8-30-dialing-into-innovation-august-2017/ Thu, 31 Aug 2017 14:47:44 -0700 https://www.dialpad.com/blog/2017-8-30-dialing-into-innovation-august-2017/ When we set out to build Dialpad, we knew one thing from the start: we weren’t going to settle for the status quo.

So we took a hard look at business communications and how the industry could do more to build a connected workforce. One thing we realized? Today’s tech was only solving today’s problems.

But what about next year? Or five years down the line? Companies needed a solution that scaled with them, not tethered them to the past.

Simply put, “that’s the way it’s always been done” just wasn’t good enough anymore.

We Started on the Cloud

By building Dialpad on Google’s Cloud Platform, we were able to offer companies an alternative to old-world telecom and on-premise enterprise agreements. The beauty of GCP is that it enabled us to build a platform that was truly unlimited—unlimited scalability, unlimited opportunities.

Provision 1,000 users over a cup of coffee.
Spin up an office in Japan. Tomorrow.

That’s the power of GCP.

But we didn’t stop there. We leveraged technologies like webRTC and the Opus Codec to provide a platform that makes it easier for your team to manage, deploy, and adopt.

In this series we’ll take a look back all the various innovations we’ve pushed in the month that are empowering your team to get work done from anywhere. To get us started, here are some of the biggest highlights from 2017 so far.


The Future of Business Communications is Hands-Free

“Alexa, call Brian with Dialpad.”

Dialpad now integrates with Amazon Alexa, giving your voice the power to cut out distractions and get things done. Your virtual personal assistant Alexa takes commands to dial numbers, transfer calls, hand off messages, and reports real time call analytics.

“Alexa, let’s get started!”


Working from Anywhere? Let Your Team Know with a Custom Status

Take the guesswork out of, well, work. Now your team can add their own custom status to give better insights on where they are or what they’re working on 👨🏻‍💻📞📆..

If you’re working from home (WFH) or traveling to NYC (WFNYC), or spending time in a remote office, your coworkers can now see your status at a glance.


Raising 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. We’re thrilled to announce the launch of Google’s enterprise-grade SAML Single Sign On and SCIM lifecycle management.

With this release, companies no longer need to choose between security and accessibility. Dialpad offers both, and from processes that already work for your business—OpenID and SAML via Google.


Collaborate from Anywhere with OneDrive

As part of our native integration with Office 365, your team can now access shared docs and files from OneDrive right within their contact’s profile. No tab swapping, extra browsers, or wasted productivity.


Closed-Won: Dialpad is Now Available on 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 App Exchange for Dialpad Pro and Enterprise plans.

Looking for on-the-go productivity? Opt for our integration with Salesforce1, enabling your team to build strong customer connections and close more deals on the go.


Productivity from Sea to Shining Sea

We’re killing the desk phone all across the globe—from supporting international currencies (Canadian Dollars launched this month) to expanding to our first Spanish speaking country (¡Hola Mexico!). We’re excited to keep spreading productivity, communication, and collaboration from #anywhere.


The Era of Bad Meeting is Over

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.

UberConference Meetings 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.


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.

]]>
Dialpad June 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/ Business Communications for the Way You Work

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 an UberConference 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 numbers! With Dialpad, it’s now easier than ever to transfer your phone numbers from your previous provider, without any downtime or system glitches. Just a few easy steps and your business 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 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.

]]>
Why It’s Time to Ditch the 9-to-5 https://www.dialpad.com/blog/why-its-time-to-ditch-the-9-to-5/ Tue, 07 Feb 2017 21:18:00 -0800 https://www.dialpad.com/blog/why-its-time-to-ditch-the-9-to-5/ It’s been criticized for its inhumanity, and praised for its stability. But no matter your perspective, it’s hard to dispute that the eight-hour workday feels timeless—as if that’s how work has always been and how work will always be.

Like on-premise software and desk phones, however, even the 9-to-5 is coming to an end.

A little over a hundred years ago Henry Ford helped establish the 8-hour workday as a positive step away from the hellish hours worked during the Industrial Revolution. New machines and assembly lines always needed people to keep them humming, but pressure from the powerful labor movement led Ford, his business contemporaries, and public officials to gradually adopt the 8-hour workday.

Still, the number of hours proved arbitrary from the start. Why wasn’t it 6 hours? Or 10 hours? Business and labor leaders alike spent decades arguing the details, and today the debate has never been more pertinent.

In 2017, when knowledge workers don’t need to be physically present to get their work done, nothing feels quite as arbitrary as the 9-to-5. With mobile and cloud technologies allowing individuals and teams to connect and collaborate around the world at the times that deem best, the 9-to-5 feels downright archaic. The technology factor only adds to arguments that have existed for much longer: for example, in 46% of two-parent households, both parents work full-time, straining family relationships.

As anywhere workers increasingly realize that the 9-to-5 is a hindrance to their lives and work, CIOs and other key executives have likewise noted the negative impact a rigid, hourly-based schedule can have on their workforce. These include:

Creativity: Sleep deprivation may be costing employers an average of $2,000 a year per worker. Instead of working the typical 9-to-5, knowledge workers and creative professionals do better with a shorter workday starting in the late morning and ending in the early afternoon—about six hours per day. This minor shift in scheduling can help creatives effectively harness their brainpower for the projects that demand their complete attention.

Productivity: In fact, working fewer hours can actually improve productivity and health across the board. Our own research found that over 75% of workers (across industries and job roles) believe the independence and flexibility associated with remote working will improve their overall happiness, creativity, and productivity. And it’s not just a hunch: Tower Paddle Boards, as just one example, thrived by reducing all employee work days to five hours.

Efficiency: It may seem contradictory that the 9-to-5 originally served to limit the number of hours an employee could work. But with 84% of Millennials checking work email in the off-hours, strict scheduling can unnecessarily increase the amount of hours they’re working. Many organizations have begun to shake things up: Reusser Design, a small app development company in Indiana, found that its flexible work schedule “motivates everyone to work faster and with greater focus.”

In just a few short years, modern business has transformed where and when work can happen. The shift has been so profound and swift, that many organizations have only begun to see how traditional modes of working may be holding them back. While the 9-to-5 used to be a mild annoyance or (at best) a necessary evil, today it is an outright impediment to business success.

Thankfully, there isn’t much keeping businesses tied to the 9-to-5. Over the past decade, forward-thinking CIOs and fellow executives have gradually shifted their IT stacks away from inflexible on-premise systems to the cloud, effectively freeing their people from constraints of place or time. These will be the companies that prosper in the next decade—those that act quickly to evaluate their internal policies, adapt to the needs of the modern workforce, and empower their anywhere workers with the tools and systems to work more efficiently.


To learn more about the history of the 9-to-5 and how workforces can adopt more modern ways of doing business, read our new ebook.

]]>
CEO Insights | Scaling Your Business in 2017 https://www.dialpad.com/blog/scaling-your-business-in-2017/ Tue, 31 Jan 2017 18:49:00 -0800 https://www.dialpad.com/blog/scaling-your-business-in-2017/ Quick note: We're hosting a webinar with Nucleus Research and Google about how to build your IT stack to maximize ROI. Grab your spot now.

When it comes to scaling a business from $0 to millions in ARR, nothing beats the hard-won lessons of experience. And experience is not something Craig Walker is short on.

From building and selling his first VOIP product to Yahoo! In 2005 to launching the venture that would become Google Voice, Craig Walker knows first hand the turbulent conditions every startup must endure and the critical decisions that must be made at the appropriate stages of growth in order to succeed.

We asked Craig to share his thoughts on product, people, avoiding (and learning from!) pitfalls and scaling globally.

1. What are the three top indications that a product or company is ready to scale?

It starts with the product. Are the types of customers that you would want and expect to use your product actually using it? That's always step one. If they are, then it’s safe to say that there's a good product/market fit and you can move on to the next issue.

Next, think about your people. Are they motivated and excited? They deal with customers, know what's in the pipeline, and generally are a great measure through the vibe around the office to indicate if the company is on the right or wrong track.

Finally, does external interest exist? Do VCs call you asking for meetings? Do reporters write about you and take meetings with you when you reach out? Do analysts know who you are? These are people whose job it is to keep a pulse on the industry and if you're getting interest from them, you're likely ready to scale (or ready to break out.)

2. What character traits are essential in the people you should hire as you reach for the the first $10 million in revenue? What type of characteristics do you look for in people at the next stage?

At every stage I look for people with a can-do spirit. Startups grow fast and in unpredictable ways. I love employees who want to have broad responsibilities and who can apply the basic tenets of hard work and do the right thing to everything they're working on. These people are the ones that give you flexibility and speed and generally have the best attitudes as well.

Since 2012 we've been able to build two products (UberConference and Dialpad), build web, desktop and mobile apps for each on every platform, expand internationally and support the largest corporations. That's pretty impressive for a team of 160 and that could only be done with these types of employees.

3. Why is it important to build an IT stack that scales globally?

The future is always changing. Some of the truths that we are certain of are (1) that people like using their mobile phones for virtually everything, including work, and that they will always have their phone on them and be connected at virtually all times, and (2) businesses are realizing that moving their own services to the cloud gives the business increased productivity and lower costs and every business will move to the cloud for their productivity suites in the near future.

As such, building an IT stack, or in our case a communications and product platform, in a manner that scales globally is a key to our success. No matter where our customers take us or where the greatest demand is, we can easily scale our platform to support those users anywhere.

Do you know the ROI of your IT stack? We're chatting with Nucleus Research and Google Cloud about how you get the highest ROI with Dialpad’s pure-cloud modern business communications solution.

4. When experiencing hockey stick growth, what kind of mistakes are easy to make and how do you safeguard against them?

The biggest mistake I see during expansive growth is that companies often lose their core philosophies. They start to try to do everything in every market. They hire specialists and a lot of middle managers, and ultimately lose their culture, their vision and their passion.

Personally, I try to keep the same culture and focus so that we can continue to do the great things that got us to this point. We try to hire people who are drawn to our culture of inclusion, collaboration and honesty.

We started doing certain things when we were a very small company that we still do today even though we're much much larger. For example, we host a weekly Friday at Four meeting, where we update the entire company on the highlights of the week, and where anyone can ask me any question. We share material, nonpublic information with all of our employees and its has never once leaked - we do so because we trust them and we want everyone to feel included and to know what's going on with the business.

5. You’ve created really successful B2C companies with Yahoo Voice and Google Voice - how has your approach changed when serving the needs of the B2B market?

I think the B2C background is perfect for making B2B products because at the end of the day, the end users are still people (aka consumers). Building for the user and trying to make their experience wonderful and delightful is a key to our vision and it separates us from all of the other enterprise competitors we have. Obviously the demands from the enterprise for reliability and security are high, but they should be for consumers as well, so we've just inherently always included those concerns in all of our products.

]]>
Beyond Technology | The Role of the IT Leader https://www.dialpad.com/blog/role-of-the-it-leader-beyond-technology/ Wed, 25 Jan 2017 16:46:00 -0800 https://www.dialpad.com/blog/role-of-the-it-leader-beyond-technology/ Today, the responsibilities of CIOs and IT leaders go far beyond hardware and software into the realm of managing people, and people are much more complex than machines. In order to thrive in the modern era, technology leaders must recognize this fact and adapt by embracing the human side of IT. Here are a few ways to make that happen.

Don’t reduce people to data

Data is the second most important asset in the information age. The first? People.

CIOs and IT leaders have long understood the power of data—from sophisticated software analytics to CRM to HR metrics. But even data should never overshadow the real work done by real people. Instead, train your managers to use data positively to inspire and empower employees. When the data shows someone struggling, use the data to show them where they’re missing the mark, but address the situation holistically and figure out how you can work together to get back on track.

IT can build a culture of using data in a positive way such as with an excelling employee or team. Make sure you take a moment to recognize their achievements and highlight the ways they can sustain their success. Data should be anchored as a ladder to success, not a finger pointing mechanism to be feared by employees.

Key trend: Using human data for good

Make unexpected work a breeze

We are living in the era of the anywhere worker. And that goes both ways: while it means increasing flexibility in how, where, and when employees can work, it also means they might be expected to be more available.

Nowadays, if something urgent comes up at a late hour or over the weekend, usually the problem won’t wait until “business hours” to be solved. Anticipating these new scenarios, CIOs today have the opportunity to be a partner and enabler to employees from the top-down. As the chief technology buyer, it’s within your power to adopt and champion solutions that—in those irregular hours—eliminate problems of communication, collaboration, and connectivity. Whenever and wherever people need to work, IT leaders must provide the tools to ease their load and keep them connected.

Key trend: Pure cloud communications and productivity suites

Adopt technology that simplifies, not overwhelms

Checking your phone dozens of times per day, firing off emails, managing enterprise software, participating in collaborative tools—in a short work day, technology can quickly become overwhelming. It may seem ironic, considering all the advantages we’ve reaped from technology, but one of the most common complaints we hear from businesses is that they have too much tech. When technology becomes difficult to manage, poorly optimized, or not fully used, then it becomes a burden rather than a solution.

CIOs and IT leaders must first understand this trend, and then seek out ways to alleviate the problem. (Signs show they already have: a few years ago nearly half of CIOs said their businesses had more applications than necessary.) Heads of IT must prioritize technology that simplifies processes—not adds more complexity—which means adopting solutions that meet two criteria: first, they must solve for many needs (not just a single task), and second, they must easily integrate with other existing software and processes.

Key trend: Single sign-in, fully integrated IT stack

Recognize your rock stars

Minimizing turnover has long been one of the most important goals in sustaining a successful business. While it has always been a challenge, the younger Millennial generation has upped the ante by notoriously rejecting commitment: according to the 2016 Deloitte Millennial Survey, two in three Millennials expect to leave their current employers by 2020.

Especially at companies with younger employees, like tech startups, heads of IT can play a role in reducing attrition by helping the organization mirror the outside world’s ecosystem of growth and opportunity. Many workers leave because they don’t feel appreciated, or because they don’t have room to grow. By sponsoring internal learning events, speaking engagements, and opportunities for creative projects, IT leaders can help recognize internal rock stars and deter them from leaving to pursue stardom elsewhere.

Key trend: Internal peer learning events

Measure team goals, not individuals or siloed teams

It’s an age-old problem for enterprises: the siloed business unit. Though technology has helped immensely in uniting individuals, teams, and business units over the past decades, many companies still sacrifice revenue (often unknowingly) due to inefficient and broken systems.

CIOs and IT leaders should do all they can to identify and stamp out any signs of siloed processes or inefficient modes of working within their organization. And they must not be afraid to upend traditional ways of working. One important, recent example worth studying is Zenefits, which underwent a massive rehaul in 2016 to save itself from siloed systems and damaging levels of complexity.

The way forward for many organizations will require heads of IT working directly with other executive stakeholders to share responsibilities over large projects, measure end-to-end goals, and encourage teams to help each other. And, of course, IT leaders will need to supply the tools that enable this.

Key trend: Project team structures replacing traditional function team structures


]]>
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? It means it’s long past time to evaluate the efficacy of the desk phone—and whether employees are even using them.

At Motorola Solutions, for example, Dialpad found that 50% of employees were using their desk phones only ten times per month. Most conversations were redirected to mobile phones so they could happen on-the-go.

Even though 75% of employees prefer a mobile smartphone over a desk phone 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 work from anywhere.

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 power of cloud computing 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 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.

Drive happiness in your organization by building an Anywhere Workforce. Watch to learn how.

]]>
Hello Dialpad for Salesforce Lightning https://www.dialpad.com/blog/dialpad-for-salesforce-lightning/ Mon, 03 Oct 2016 16:00:00 -0700 https://www.dialpad.com/blog/dialpad-for-salesforce-lightning/ The rise of the Anywhere Worker is demanding that companies enable seamless internal and external communications from any device, regardless of location. This trend has in turn created new requirements for today’s businesses. More than ever, CIOs need to connect their enterprise communications solution to the Salesforce applications that their employees depend on every day.

Here at Dialpad, our goal is to provide a Modern Business Communications solution that helps Anywhere Workers gain back hours of productivity by helping them communicate more efficiently with prospects and customers. Today, we are happy to announce Dialpad for Salesforce Lightning.

Dialpad, the industry’s most disruptive business phone system, now lives inside your favorite CRM solution.

We introduced an entirely new category of of business phones—the Modern Business Communications platform—that delivers voice, video, and messaging across any device. And now, with Dialpad’s native integration with Salesforce Lightning, calls work natively right within your CRM solution.

ANYWHERE SALES

Now, you and your employees can focus on what matters: spending more time closing deals and less time navigating tabs. With Dialpad, you can click-to-call straight from Salesforce Lightning and close deals from a single interface. It’s easy to automatically log activities, add notes, and seamlessly switch calls between devices and your CRM solution.

ANYWHERE SERVICE

Boost agent productivity with a phone system that lives natively within Salesforce Service Cloud. During calls, it’s easy to access rich customer data to personalize your interactions. And with seamless call transfers, you can resolve tickets faster by connecting customers to the right people, every time.

CLOUD INTEGRATIONS WITH PRODUCTIVITY APPS

Dialpad’s Modern Business Communications integrate seamlessly with the productivity apps you and your employees use every day, making it easier than ever to collaborate on spreadsheets, documents, presentations, and more. And with all of the insights gained by integrating your business phones system with Salesforce Lightning, it’s a whole lot easier to create amazing customer experiences.

SMARTER. PERSONAL. MORE PRODUCTIVE.

Give your sales and service teams the tools they need to close more deals and solve more cases—right from within Salesforce Lightning.


LOG CALLS NOTES IN SALESFORCE

Give your team one less step when closing deals or supporting customers.

COMPANY-WIDE DIRECTORY FROM ANY DEVICE

Access your entire company directory within Salesforce Lightning.

EXPOSE CONTEXTUAL CUSTOMER DATA

Allow teams to respond faster and more efficiently to sales and service calls.

CALL TRANSFER

Quickly transfer calls to colleagues, departments, groups, or distributed call queues.

ANSWER CALLS WITHIN SALESFORCE

Answer calls from any device: mobile, laptop, or Salesforce Lightning.

CLICK-TO-CALL IN SALESFORCE

Click any customer record to instantly place a call.

SWITCH LIVE CALLS

Transfer calls from Salesforce to your mobile, or from your mobile to Salesforce.

FULL ANALYTICS ON CALLS

Monitor all calls and get an accurate read on the health of your business.


CONNECT EVERYONE WITH UNLIMITED CALLS AND TEXTS

Free your workers to connect with everyone using unlimited calls, texts, and an enterprise-grade IVR for just $25 per user/month.

Dialpad’s native integration with Salesforce Lightning will be available in early 2017. Looking for an in-depth breakdown of the upcoming release? Check it out here.

We’ll also be at Dreamforce 2016 with live demos of the integration. Find us at Booth 231 in Moscone North, schedule a private meeting, or come hang with us at any of our demo stations throughout the week.

]]>
Cloud communications meets a new generation https://www.dialpad.com/blog/cloud-communications-meets-a-new-generation/ Tue, 16 Feb 2016 20:10:00 -0800 https://www.dialpad.com/blog/cloud-communications-meets-a-new-generation/ A massive change is afoot in the way enterprises communicate, prompted in large part by the youngest generation of workers: Millennials.

For too long, big organizations have relied on legacy technologies for slow, asynchronous communication. Email and voicemail were the dominant forms of communication in this world.

And while other parts of the IT stack moved into flexible, speedy, adaptable cloud-based platforms, communications remained stubbornly stuck in a legacy mindset. If you weren’t actually running your own Exchange server and PBX system in a closet somewhere on site, your IT guys still thought of mail and phone services in the same terms: Internal systems that needed to be tightly controlled and managed like on-premise resources. Naturally, change comes exceedingly slowly to these kinds of systems.

All this, and for what? Employees stopped using their desk phones long ago; many even route around corporate email accounts by using Gmail or texting.


If you’re trying to hire millennials, good luck telling them about your Exchange server and desk phone.

No wonder systems like Slack, which promise fast, easy, and even fun communication have started to take the enterprise world by storm.


Rapid, cloud-based communications is a competitive advantage—and a hiring advantage.

Another data point: ThinkingPhones, now called Fuze, announced its $112M Series E round earlier this week, indicating that there’s interest in reinventing corporate communications around the phone. But this is just the latest in a string of recent developments. We’re also seeing the move to the cloud in virtual PBX players for small and medium-sized businesses like RingCentral and 8x8. All this, coupled with recent news about Cisco Spark’s subscription model, Microsoft’s hybrid Skype for Business, and Google’s push into the enterprise, leaves no doubt that this dinosaur of a space is hot again—and might even grow to become a $40 billion market, some investors say.

And that begs the question, which space? It’s the unified communications, cloud-based, enterprise collaboration and productivity, UCaaS, gobbledegook of a space. Call it enterprise cloud communications: A simplified, one-stop point of contact, communication, and coordination for enterprises and their employees, partners, customers, and more.


What’s going on is the radical simplification and speeding-up of enterprise communications.

We’ve seen this movie before. Over the course of the last 10 years, migration to the cloud has been simplifying all aspects of the enterprise. It’s been a fascinating process, if a bit slow to catch on. First Salesforce proved the subscription model. Google Apps then took the consumer-to-the-enterprise approach and pushed the cloud envelope even further by providing email, contacts, documents, and calendar services. Businesses quickly migrated, lowering IT cost and improving employee productivity from anywhere at anytime. Before long, Microsoft jumped on the cloud bandwagon with Office 365 and no intention of losing. Now, according to a 2015 Bitglass report, nearly 50% of all business enterprise productivity seats are in the cloud and the number will only grow over the next few years.

What happened in enterprise productivity has moved to other areas. Dropbox, Box, Google and Microsoft have moved documents and file management into the cloud. Companies like Workday are selling, and very successfully, an enterprise cloud approach to finance and HR.

And now, communications appears poised to make the leap into the cloud, too, with tools that simplify the experience—tying together conversations, chat, texts, video and collaboration—bringing with them context and relevance.

Enterprises are on the move and the market is finally reacting. We’re seeing Fortune 500s like Motorola Solutions actively tearing out legacy phone systems and moving to cloud-based communications, choosing holistic approaches to tools that work for both tenured employees and the next generation.

It’s that next generation, the millennials, who will ultimately fuel this increased pace of cloud adoption. Slack understands this (why else make such a big deal about emoji and animated gifs?).


Enterprises trying to hire millennials will face increasing resistance if they expect them to be satisfied with the status quo.

Millennials expect mobility, efficiency, collaboration and the freedom to be flexible in the workplace. Without tools to make that happen, not only will they be unhappy, but more worryingly, they will be less productive and cost the enterprise money. That is, if companies can hire them at all.

But the enterprise itself stands to gain as well. By making communications more efficient and faster, the shift to the cloud has the potential to make employees of all kinds happier and more productive. Companies will be able to respond faster to customer requests. And the IT guys will be able to manage these communications systems more easily.

When that day comes, we’ll be able to put the Exchange server and the desk phone alongside the fax machine in the electronic waste recycling bin.

]]>
Decluttering your digital life for the New Year https://www.dialpad.com/blog/decluttering-your-digital-desk-for-the-new-year/ Wed, 06 Jan 2016 21:15:00 -0800 https://www.dialpad.com/blog/decluttering-your-digital-desk-for-the-new-year/ Shake up your routine! Now's the chance to do a deep desk clean-up. From your inbox to your desktop, it’s time to get rid of that 2015 clutter.

Step one. Migrate any aging business tools into the cloud. If your company still uses out-of-date apps and in-house servers, prep for an overhaul.

Cloud tools are built with flexibility and ease-of-use in mind. You can shed unnecessary hardware and access tools from just about any device. It’s the perfect way to kick productivity into high gear (and cut costs) in 2016. These are some of our favorites:

Step two. Eliminate excess digital baggage. Let’s start with your desktop—take a minute to scan through your icons. A cluttered desktop means a slower computer. Start by removing the shortcuts you rarely use and organizing the rest into relevant folders, it’ll save you the headache of staring at a packed interface.

Same goes for the files on your computer. Set aside time to go through and delete the digital remains of 2015. For files that make the cut, simply use a desktop search app to find them (no need to create a complicated archive of folders and subfolders).

Next stop is your inbox. Go on a deleting and archiving spree. Clean out all your flagged emails and then tackle email subscriptions. Take a shortcut by searching the ‘unsubscribe’ keyword to instantly review current subscriptions and remove any unnecessary ones.

When it comes to your browser, the easiest way to save memory and keep things organized is to cut down the number of open tabs. Use tools like OneTab to convert links into a handy list that you can go back and reference—you’ll instantly eliminate cluttered browser windows.

Finally, if you haven’t already, install a password manager. Apps like LastPass generate secure, encrypted passwords and support two-factor authentication. You’ll no longer worry about keeping track of logins—by entering a master key, the app will auto-generate credentials across all your accounts. Passwords are safeguarded in a secure vault that’s customizable and searchable. And, you’ll be able to sync up that vault to multiple devices.

A tidy digital life clears the path for productivity. Get the momentum going by swapping out your office’s legacy tools for cloud services. Whether your company uses the cloud for file storage or business calls, you can instantly tap into a scalable network while on-the-go.

Next up, run through your entire computer and do some housekeeping. By decluttering your files, inbox, and desktop, you’ll make workflow management a breeze.

For most of us, work days are spent living in the digital world. Upgrading your office toolkit and keeping your space organized is the first step towards a productive new year, so hop to it!

]]>
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— UberConference for conference calling, Dialpad Talk for your phone system replacement, Dialpad Sell and Support 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.

To experience Voice Intelligence’s powerful, real-time insights for yourself visit https://www.dialpad.com/voicea... or start a free two-week trial at the link below.

]]>
Your Guide to SaaStr Annual '19 https://www.dialpad.com/blog/your-guide-to-saastr-annual-19/ Sun, 03 Feb 2019 20:32:00 -0800 https://www.dialpad.com/blog/your-guide-to-saastr-annual-19/ It’s an exciting time in the Bay Area right now.

No, not because the Pats won the Super Bowl (why would we be excited about that?) but because thousands of SaaS leaders and investors are about to descend on San Jose for SaaStr Annual ‘19.

This year the conference boasts more than 200 sessions for attendees to choose from — enough to make any sane SaaS founder’s head explode. But don’t worry, you don’t have to build your agenda alone. We scoured the lineup and picked out every can’t-miss session from the event. Take a peek.

Day One: Growth

Session: Building Consumer Grade Enterprise Products with InVision, Box, Google Maps, and Crunchbase
When:
2:30PM - 3:10PM
Description:
With the complexity of multiple stakeholders and the increasing purchasing influence of end users, the bar is higher than ever for enterprise UX as companies pioneer business models beyond traditional SaaS. Learn how to apply consumer grade growth, engagement, design, and prioritization strategies to increase adoption within your products.

Session: How to Design a Sales Comp Plan to Get You to $100M with Work-Bench, Movable Ink, MongoDB and Concert Finance
When:
2:30PM-3:10PM
Description:
This panel will speak tactically to various comp design options as a way for management to determine and promote ideal behavior in their front-line teams. This will include diving into the pros and cons of the various comp design models, including MBOs, detailed incentive structures and flat commission rate payouts, as well as the nuance between using comp design as a motivational factor but not as a substitute for good management. Depending on size and stage, variable compensation can be one of a company's highest expense items, and a thoughtful approach is key.

Session: Founder Confidential: The Top Things No One Really Tells You About Scaling with PagerDuty and Duo Security
When:
2:30PM-3:10PM
Description:
Join Duo Security Co-Founder and CEO Dug Song and PagerDuty CEO Jennifer Tejada for a discussion on building, enabling, and leading great teams through 10K+ customers, $100M+ ARR, $1B+ valuation and beyond — all while earning 4.5+ Glassdoor company ratings and 98%+ CEO approvals from 500+ total employees!

Day Two: Unicorns

Session: How we did it: Gender Equality, Equal Pay, and Racial Equality with Salesforce
When:
9:45AM - 10:15AM
Description:
Join Molly Ford, Salesforce Global Equality Programs Senior Director, and Leyla Seka, Salesforce VP of Mobile for actionable advice they have applied on their own journey. Here are their lessons learned on driving change in gender equality, equal pay and racial equality within Salesforce.

Session: Beyond $1B ARR: Lessons from Zendesk on Why the Cloud is Unstoppable
When:
10:30AM - 11:00AM
Description:
The cloud’s biggest days are yet to come. The rise of the public cloud is driving a massive replatforming of the tech stack and customer experiences for every company. SaaS providers already changed the way business applications are sold and delivered. Now they have a huge opportunity to fundamentally change the platforms on which businesses and their customer experiences are built.

Session: How to build a $18B+ success story far far away from Silicon Valley with Adyen
When:
11:15AM - 11:45AM
Description:
In this session, the audience will learn about Adyen’s journey from a Dutch payments startup, to a global public company with more than 15 offices around the world working with large global companies like Facebook, Spotify, Uber and Microsoft. Roelant will share lessons from the company’s own global growth path and will be giving practical tips for companies who are thinking about expanding their business globally. Roelant will be joined by Felicis Ventures Founder, Aydin Senkut, who can share what he sees in successful companies, starting with culture.

Session: Scaling Revenue via Indirect Channels and Platform Ecosystems with Stripe, Box and Slack
When:
11:15AM - 11:45AM
Description:
Join Niall Wall, Box SVP of Business and Corporate Development alongside Vicki Lin, Stripe's Head of Ecosystem and Cecilia Stallsmith, Slack's Director of Platform Marketing for a session on scaling revenue via indirect channels and platform ecosystems.

Session: The Funnel is Dead. Long Live the Flywheel. Fireside Chat with Hubspot CEO
When:
12:00PM - 12:30PM
Description:
The age-old sales funnel has worked fine for decades…until now. Flaws are being exposed, and a new model is imminent. Why is the sales funnel alone, no longer an appropriate way thinking about customers? What will emerge to supplement or replace it? Join Hubspot CEO Brian Halligan and NEA's Hilarie Koplow-McAdams to explore the evolution of the marketing and sales funnel you’ve been using for decades to generate traffic and convert and leads into customers.

Session: Quora Writer’s Workshop
When:
2:30PM - 3:00PM
Description:
Join Quora's JD Prater for a session on the best way you can leverage the platform. Get the inside track on everything from writing to features that can get you ahead when it comes to gaining traction on Quora.

Session: Engineering Your Own"Luck": The 3 Key Rules of Building Globally Distributed Teams with Eventbrite
When:
3:15PM - 3:45PM
Description:
Building a company made up of distributed teams presents a plethora of complex challenges that can derail productivity and impact employee retention. But with it comes immense benefits and competitive advantages such as the diversification of ideas, speedier product development, and representation in important regions and time zones. Come and hear about the typical pitfalls (and how to avoid them) from Pat Poels, an executive with over seven years under his belt leading Eventbrite’s now 300+ strong engineering team that sits across North America, South America, and Europe

Day Three: Money

Session: Avoid Trapdoor Decisions: 5 Lessons Learned from Scaling Stripe
When:
11:00AM - 11:30AM
Description:
Formerly a senior leader at Google, Claire Hughes Johnson is now Chief Operating Officer at Stripe, where she’s helped guide the online payments firm through rapid growth. Stripe today has more than 1,400 employees and processes billions of dollars for millions of users worldwide. Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. In this talk, Claire will share these and other lessons for scaling high-growth organizations.

Session: Lessons from Carta: The Pitch Deck from our $42M Series C Round
When:
11:45AM - 12:15PM
Description:
Hear from Carta's Founder and CEO Henry Ward on how the company raised a Series C round led by Menlo Ventures and Social Capital. Carta helps private companies, public companies, investors, and employees manage their cap tables, valuations, portfolio investments, and equity plans.

Session: Lessons from Hired CEO: How to Move from Transactional to Recurring Revenue
When:
11:45AM - 12:15PM
Description:
Hear from Hired's CEO Mehul Patel on how to move from transaction to recurring revenue. Hired is a marketplace that matches tech talent with innovative companies. Hired combines job matching with unbiased career counseling to help people find a job they love. Through Hired, job candidates and companies have transparency into salary offers, competing opportunities and job details.

Session: Building and Scaling a Billion Dollar Sales Engine with Acceleprise, Stripe and WalkMe
When:
12:30PM - 1:00PM
Description:
Building a billion-dollar sales engine to scale is no walk in the park. From developing a replicable sales process, modeling pricing, driving outbound sales to moving sales upmarket, there’s a reason so few companies have been able to accomplish such a feat. Hear first hand from two women who have done just that, Jeanne DeWitt, Head of North America Sales & Growth at Stripe and Aliisa Rosenthal, VP of Mid-Market Sales at WalkMe.

Session: How To Get to $100MM ARR Selling Software to Plumbers with ServiceTitan and Index Ventures
When:
2:30PM - 3:10PM
Description:
ServiceTitan recently raised one of the largest software rounds in LA, led by Index Ventures. Join Vahe Kuzoyan, President and Co-Founder of ServiceTitan and Nina Achadjian, Principal at Index Ventures, for a discussion around what it takes to build a successful vertical SaaS business and how to think about capital deployment and fundraising.

Session: Disrupting the Desk Phone: How and Why We Made a $50M Acquisition with Dialpad and Work-Bench
When:
2:30 PM - 3:10 PM
Description:
Successful SaaS founders have a knack for identifying trends before they hit the mainstream market. Sometimes that knack involves acquiring a complementary team and technology before industry competitors. Join Dialpad CEO, Craig Walker and Chief Strategy Officer, Dan O’Connell for a candid conversation about achieving light speed growth and market dominance through a future-facing acquisition that no one expected. The talk will be moderated by Work-Bench General Partner, Jessica Lin and cover how to quickly convert newly acquired talent and tech into scalable growth.

And of course, no SaaStr Annual would be complete without a visit to the Expo Hall. We hope you’ll come by booth #201 to meet our team and catch up on our newest products. You can even book a meeting with us ahead of time using the link below. See you there!

]]>
Three 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 the 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.

For more on this topic, come see us at SaaStr Annual on Thursday February 7th at 2:30 p.m. You can register for our session below.



]]>
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.

]]>
Holiday Survival Guide https://www.dialpad.com/blog/holiday-survival-guide/ Mon, 19 Nov 2018 17:43:00 -0800 https://www.dialpad.com/blog/holiday-survival-guide/ As a retail or e-commerce business you know the busiest time of year starts long before the winter holiday season. There’s a ton of preparation to be done before the flood of purchase-happy consumers hit your physical or digital doors. From nailing the timing your marketing efforts to bolstering your customer support, it’s no surprise that the most wonderful time of year is also the craziest for business owners. If you haven’t started preparing yet, this might just be your final call.

Timing, Timing, Timing

It’s the key to planning any good promotion or ad campaign. Even if you’ve already made your list of key holiday dates for the end of 2018, it doesn’t hurt to check it twice. We trust you have the major ones down:

Black Friday: November 23rd

Cyber Monday: November 26th

Christmas: December 25th

Boxing Day: December 26th

But being aware of and capitalizing on lesser known holidays is key to staying ahead of the competition and seeing a lot more green this winter. We recommend checking out:

Small Business Saturday: November 24th

First Tuesday of December: December 4th

Green Monday: December 10th

Put Some Cheer In Customer Ears

We’re talking about your support team. Between gift returns, last minute shopping, pricing questions and shipping concerns, there’s no shortage of customer support issues during the holiday season. In order to keep your shoppers feeling merry and bright, you’ll want to have a solid support plan in place.

FAQ’s - Tried and true, a good FAQ will keep you from answering the same questions over and over. Information should be organized in clean, crisp categories. Headers should be short and sweet. And most of all, it should be easy to find. If you feel your FAQs are lacking, Zendesk has a great FAQ building resource here.

Social/Live Chat - If your customer demographic skews young or tech-savvy, chances are they’ll seek support via a digital channel like social or live chat. You can make sure every message gets answered by centralizing your social conversations with tools like Hootsuite or Sprout. We also recommend chat bots like Drift to respond to basic questions and alert you when customers need more complicated support.

Phone - When all else fails, your customers will call you. This is when AI-powered call center features like Dialpad’s real-time transcription, real-time coaching and real-time sentiment analysis can really help your support team shine. Not only will they be more productive and effective at handling support issues, they’ll also be less stressed by “I don’t know” moments and frantic searching for the right answers. And as we know, happier support agents mens happier customers.

Tie it all together

Just because the holidays are busier than usual doesn’t mean your business has to be less efficient. Proper planning and tools on all fronts, from your marketing to your customer support, will help tie everything together so you can give customers the best gift of all -- an awesome customer experience! So take your time, choose tools that work with and for your team, and as always happy holidays!



]]>
Here's Why Your Call Center Agents Are Leaving https://www.dialpad.com/blog/2018-9-3-heres-why-your-call-center-agents-are-leaving/ Tue, 11 Sep 2018 16:54:00 -0700 https://www.dialpad.com/blog/2018-9-3-heres-why-your-call-center-agents-are-leaving/ 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 tech 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 interactions with customers and much higher expectation for service. The stakes for meeting (or not meeting) those expectation have gotten higher too, with more than half of Americans 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.

Solution:

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, transcripts, and 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)? Speed of answer? 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.

Solution:

Align 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. Forrester offers great suggestions for where to start.

In their example, cost was identified as a core competitive differentiator. In that case, it makes sense to track both handle time and speed of answer. 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

Solution:

Effective agent coaching goes beyond teaching them 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, map real-time 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
    Voice Intelligence 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, Voice Intelligence will provide the information instantly.

  • Automated Sales / Support Playbook Tracking
    The best sales and support organizations have “playbooks” in place that outline best practices for calls. These playbooks lay out clear objectives for engaging with prospects and customers, and provide common frameworks for these conversations. With Voice Intelligence, managers can pre-load playbooks and track if they’re being followed, plus provide reminders to reps and agents if steps are at risk of being missed.

  • Live Sentiment Analysis
    Voice Intelligence’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 streaming speech recognition and natural language processing, Voice Intelligence generates call notes 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. You can learn more by signing up for a 1:1 meeting with us below.

]]>
Slow it Down: How to Create More Meaningful Customer Connections https://www.dialpad.com/blog/how-to-create-more-meaningful-customer-connections/ Fri, 13 Jul 2018 23:03:00 -0700 https://www.dialpad.com/blog/how-to-create-more-meaningful-customer-connections/ Society worships speed. From driving fast cars to shaving minutes off your morning routine, the faster the better.

This is especially true in sales, where many professionals view selling as a numbers game. They think the more calls you make, the more sales you can ultimately close. Sounds reasonable, but it’s not.

Being in a hurry to close a deal can actually work against us. When we speed through calls, we’re more prone to overlook making a human connection—an equally if not more important component to successful selling. And the data supports this. According to Sales Hacker, successful cold calls last an average of 5 minutes and 50 seconds, compared to unsuccessful calls which last barely more than 3 minutes. Those extra 3 minutes can make all the difference between being a sales leader and a sales lagger. So what are the best ways to slow down and keep prospects on the phone longer?

Pace your speech. The quick-talking salesman reputation holds a lot of negative perceptions. Talking too fast can make you hard to understand at best, or untrustworthy sounding at worst. Slow it down. The best way to earn trust is to match the other speaker’s pace. In fact, the Harvard Business Review reported that retail sales workers who mirrored their customer were 17% more likely to close a sale than their coworkers who didn’t use the technique.

Make use of pauses. Without visual cues telling you when someone’s done with their thought, it’s all too easy to speak over the other person on a phone call. The last thing you want to do is interrupt your prospect in an effort to get your message out quickly. One of the best ways to avoid this is to take frequent pauses between thoughts. It’ll minimize the number of awkward interruptions and give the prospect the opportunity to ask any questions. Also, don’t be afraid to let a question hang in the air a few beats before answering it.

Call at the right time of day. Think about it: You’re prepping for an important lunch meeting and someone calls to sell you something. Even if it’s something you need, you’re likely to blow them off because it’s not a good time to talk. Your prospects are the same. To make things easier, Dialpad offers analytics to help you track call-time patterns and pinpoint when most successful calls are made. You can then share your insights across the team to make your whole organization more successful.

Listen. Listening is easily the #1 rule in sales, but it’s still not done well across the board. Don’t listen simply to gather enough information to launch into your prepared pitch. Spend some time getting to know the prospect and their business on a deeper level. That way, you can personalize your sales pitch when it’s your turn to talk.

Ask questions. Just like listening, asking questions is the best way to gauge your prospect’s needs and keep them talking. But rattling through your list of questions doesn’t always get you the answers you need to connect to a sale. Instead, dig deeper with follow-up questions, like, “What do you mean when you say ____?” or “Can you tell me more about ____?” Questions like these will show that you’re listening and trying to understand their pain points. It will also keep you from making bad assumptions that can hurt the relationship later on.

Offer value. Instead of leading with features, try providing value first. Consider offering a free trial or a relevant eBook. Giving something away first instead of asking for something off the bat is a far better bet. Then, if what you’ve offered proves useful, you’re in a better position to make a sale.

Surprise and delight them. Customers get lots of repetitious sales calls. Instead of sounding like everyone else, say something different. Try losing the phony enthusiasm and get real with your prospects. They might just likely stay on the phone out of pure shock!

Trying to speed prospects through the sales process is a great way to make them pump the brakes. While it’s true that sales is a numbers game, speed means nothing if you’re not closing. Slowing down the conversation—and using a reliable business communications service like Dialpad—gives you a better chance to make a connection and get the sale.

Start your two-week free trial of Dialpad today using the link below.

]]>
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, and small business owners. 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!

Blogs

Books

Podcasts*

*Okay these aren't exactly reading but sometimes it’s hard to find the time, you know?


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 favorite include:

Shopify

What: Website hosting/ Ecommerce platform

Why: Easy to build websites and integrations.

Squarespace

What: Website hosting/ Ecommerce platform

Why: Easy to build websites and integrations.

Mailchimp

What: Email / Marketing Automation

Why: Easy to use templates and analytics for even the most novice marketer.

Trello

What: Project management tool

Why: Helps you easily keep track of and prioritize projects as your team expands.

Slack

What: Collaboration tool

Why: Keeps your team connected across different offices and geographies.

Dialpad

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.

UberConference

What: Conferencing tool

Why: Free and there’s no desktop application download required, even for first time users.

Hootsuite

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:


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:

Online

In-Person


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!

]]>
Preparing for GDPR Compliance https://www.dialpad.com/blog/preparing-for-gdpr-compliance/ Thu, 19 Apr 2018 15:33:00 -0700 https://www.dialpad.com/blog/preparing-for-gdpr-compliance/ With the European Union’s General Data Protection Regulation (GDPR) deadline fast approaching, our team has seen an influx of customer queries regarding how GDPR will affect both national and international teams, and what Dialpad is doing to promote compliance. In order to answer these questions it’s helpful to start with what GDPR is and why it was adopted in the first place.

GDPR was adopted by the European Parliament in April 2016 to replace the existing EU Data Protection Act, a law that was implemented long before modern cybersecurity and privacy concerns. GDPR aims to protect the privacy of EU citizens by regulating:

  • - How businesses can collect personally identifiable information, such as names, addresses, email addresses, location data, IP addresses, and private health information.
  • - What responsibilities these businesses have once data has been collected.
  • - How data should be handled once it is no longer relevant for its intended use.

Once the new law goes into effect on May 25, 2018 it will directly impact hundreds of thousands of businesses that currently collect personal data or behavioral information from EU citizens. This is an important distinction to note, because it means even businesses based outside of the European Union will be subject to compliance or they’ll risk hefty financial penalties. As a company that serves many customers within the EU, we at Dialpad are included in that group and are actively taking steps to update our products and processes to be compliant by the May 25th deadline. Some of these specific steps include:

  • - Clarifying our privacy policies and contractual documents to ensure transparency with customers regarding how their data is transmitted, stored, and removed.
  • - Implementing transparent consent mechanisms to ensure current and prospective customers are aware of what their consent means, as well as the ability to request data removal at will.
  • - Updating and enhancing data breach notification policies in line with the GDPR’s notification guidelines in the event of a data breach.

At the end of the day, we want to assure our customers that GDPR is not something to be afraid of, it’s a good thing! It will fundamentally reshape the way organizations approach data privacy for the better, and empower consumers to exercise more control over how their data is used.

For more information regarding our security and privacy practices please visit dialpad.com/security. You can also review our specific privacy policies at dialpad.com/legal.

]]>
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 lLady 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.

]]>
Why Digital Transformation Requires Modern Communications https://www.dialpad.com/blog/why-digital-transformation-requires-modern-communications/ Fri, 20 Oct 2017 18:27:27 -0700 https://www.dialpad.com/blog/why-digital-transformation-requires-modern-communications/ One of the most relevant terms in IT over the past year is “Digital Transformation.” Nemertes defines it as the “innovative application of technology that improves or creates a process, product or experience that ultimately drives business value—quickly.”

There are a couple of key points within this definition. The first is the innovative application of technology, which could mean the use of existing technologies, such as
mobile applications, to improve internal efficiencies or deliver new customer-facing capabilities, or new emerging technologies such as machine learning to improve workflows.

The second is that digital transformation requires speed. A digital transformation project that won’t show measurable results for eight months or a year isn’t worth doing as the underlying technologies and business drivers are likely to change.

Given the speed required for digital transformation to be successful, and the need to innovatively use technology, it’s no wonder that pure cloud services, specifically cloud based communications, have emerged as a critical component of change.

Nemertes’ 2017-18 Digital Transformation benchmark was based on data gathered from more than 700 end-user organizations across the globe. This research showed that those with more successful digital transformation projects which provided measurable business value, improvements to organizational operations, and high self-rated success were nearly four times more likely to use cloud communications services versus those with unsuccessful efforts.

Participants identified cloud collaboration as one of the technologies most vital to digital transformation success. Based on this data it was clear that using a modern cloud communications platform correlates with digital transformation success!

Now that we’ve established the need for a modern communications platform, how do we define one? An ideal service will offer the following capabilities:

- Integration of communications into business process applications, enabling workers to easily initiate communications, share information, and collaborate from within the applications they use to do their jobs

- Integration with identity management services to ease deployment and user management

- Scalability, security, and reliability are available wherever the organization operates

- Use of technologies like WebRTC to enable communications via any web browser, mobile phone, tablet, or computer

- Single click, PIN less conferencing that allows access via the PSTN or VOIP

- Built on a microservices software architecture that enables rapid feature enhancements with minimal risk of a software change negatively impacting the entire platform

- Virtualized components eliminating the need for dedicated hardware that increases costs and slows ability to scale

- Pure cloud capabilities that eliminate the need for customers to maintain on premises hardware

IT leaders should recognize that successful digital transformation requires modern communications capabilities. Evaluate the myriad of cloud communications services to understand the differences among the various service providers, recognizing that all clouds are not alike, and those that best support current and anticipated future needs will be able to best support you for digital transformation success.


Irwin Lazar is the Vice President and Service Director for Nemertes Research where he leads coverage of collaboration and customer engagement. For additional insight into the cloud communications market, please visit the Nemertes website.

Get more insight on cloud communications strategy from Irwin in our latest webinar.

]]>
How to Create a Successful IT Strategy for Your Tech Company https://www.dialpad.com/blog/create-a-successful-it-strategy-for-your-tech-company/ Thu, 03 Aug 2017 16:52:00 -0700 https://www.dialpad.com/blog/create-a-successful-it-strategy-for-your-tech-company/ In an industry loaded with competition, innovation and hyper-growth, the IT function is no longer there to simply keep the lights on.

PlanGrid delivers the world’s most downloaded construction app. The business spans four global offices and is powered by IT visionary, Brendan Farrell. As Director of IT, we sat down with Brendan to explore his strategy for building a cloud-first IT Stack that supports his anywhere workers, drives growth, and ultimately, ensures success for PlanGrid.

Through this interview with Brendan, learn what questions to ask, which rules to break, and which industry trends to pay attention to when developing IT strategy in the tech industry. For further reading, there's an ebook with more information here.


Is your business transitioning to the cloud? Learn from others' experiences layered with expert industry knowledge in our upcoming webinar with Xero and Constellation Research.


As an IT leader, how does the technology you select affect your company's culture?

I think that it's the other way around: my company's culture influences the decisions I make. I can’t shoehorn a technology simply because I think it's what we should do. When I listened to executives and employees, I learned important things about our work culture. Most importantly, we don't want anything critical tied to a physical office. We want it all in the cloud. And so this work-from-anywhere culture has informed my decision to go out and champion cloud-first technologies.

How does technology impact your company's productivity?

Considering that we use Dialpad, Slack, Salesforce, and G Suite, I believe that the cloud-first software ecosystem is where it's at. In five years, no one will install productivity suites on their hard drives anymore. It’s all going to live in the cloud. We’re building an Anywhere Worker IT Stack so that on-the-go employees can access their most essential tools from their smartphones or any other device.


Our goal is to empower employees to become anywhere workers.

With cloud platforms like Dialpad, we no longer have to worry about infrastructure maintenance, system upgrades, security, or uptime. Personally, I’ve already seen the benefits. Gone are the 3 AM wake-up calls to let me know the PBX server is down. Instead of frantic late nights and early mornings making sure our call centers run smoothly, I rest easy knowing tools like Dialpad have my back.

How do you build a high-performing, scalable IT organization?

You have to be forward-thinking. You have to be willing to try new technologies. Some people in IT fear new technology because they don't know where or when it's going to break. Traditional systems can be “the devil you know”: they break, but perhaps they break in a way IT leaders have grown accustomed to. With SaaS or any uncharted territory in tech, there’s a fear that you don’t have total control.


The cloud is essential to building a scalable global business.

But to move forward, IT leaders must wean themselves off this misleading feeling of absolute control. Cloud-based infrastructure is essential in building a scalable global business, as it can rapidly adapt to support any type of organizational structure that my company wants to adopt.

What advice would you give to IT leaders in the process of transitioning to the cloud?

You can't stay in the same place forever, so embrace change. It may be different, but it will make your life easier. Not only do you reduce infrastructure complexity and IT overhead, but the cloud will give your teams complete freedom to work from anywhere.

]]>
Kyle Eve, Head of IT at Qubit on How to Give Employees the Freedom to 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 tools. 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. They have the freedom to customize their schedules to suit their exact work style.

2. Do you believe cloud tools like G Suite, 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 G Suite, Salesforce, and Dialpad. These tools are incredibly essential to our daily activities.

One of our most recent updates was switching to Dialpad, the cloud-based business phone system, and it’s been able to deeply integrate with G Suite 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 Eve 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 Eve have increasingly opted to equip their organizations with tools specifically 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.

]]>
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.


1. WHAT IS YOUR IT STRATEGY HERE AT HUGE?

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.

2. HOW IS YOUR TEAM SUPPORTING THE ANYWHERE CREATIVE?

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 UberConference and G Suite help make this possible.

3. HOW DO YOU ENABLE A CONNECTED CULTURE THROUGH THE CLOUD?

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 solutions, we’re able to build an anywhere IT stack that accomplishes this.

4. WHAT ARE THE CRITICAL TOOLS IN YOUR ANYWHERE IT STACK?

As a global design agency, we rely on a number of technologies to make it easy for our creatives to connect and collaborate. From messaging, to chat, 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, UberConference, and G Suite.

]]>
Dialpad’s New and Improved UberConference for 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 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 conferences already in progress
- The addition of Office 365 sign-up and login (along with G Suite and email/password, which were already supported)

With this update, you don’t have to worry about using carrier minutes to make 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 UberConference iOS app, which should improve overall reliability and help us deliver new features in the future.

For more news on UberConference and other exciting updates, follow us on Twitter and Facebook.

]]>
Dialpad + Domo Are Better Together 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. This group of folks needs 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 analyze and mine actionable insights from their call data 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 call duration, call quality, leaderboards, and more, and will be shareable across your sales team to keep reps both accountable and informed on performance.

It’s worth mentioning that if you’re here with us at Domopalooza, we’ll be giving a short talk on this very topic today so you can get a first-hand look at how voice insights can make a difference for your business. Not at Domopalooza? No problem—check out the link below to learn more.

]]>
Building 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, McKinsey and others 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 a traditional call center suite on top of their existing communications platform. But with the introduction of Dialpad Call Center, our customers now have one telephony platform for all their business communications needs.

Call Center is a beautifully designed and intuitive add-on that will provide contact center agents and representatives the easy-to-use features they need to drive sales and deliver better customer service. Just like Dialpad, our Call Center solution is built entirely on the Google Cloud Platform guaranteeing customers a 99.9% uptime and the flexibility to scale up or down with business needs. It also includes integrations with mission-critical CRM platforms like Zendesk and Salesforce, ensuring better collaboration and higher productivity among employees.

As a welcome gift to celebrate this exciting new technology, every Dialpad Pro and Enterprise customer will be able to try five free seats of Call Center and 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 queuing that quickly connects callers with the appropriate agent.

- In-depth analytics to give agents a complete, real-time view of the customer they are speaking to.

- Real-time alerts to notify call center managers of key metrics like wait times, queue length and call abandonment.

- Live coaching tools that allow supervisors to listen in and message agents with tips and best practices for handling escalated situations.

Starting at just $15 (per user, per month) Call Center makes it possible for businesses to service customers like never before, putting better customer experience well within reach when combined with all the great features you know and love from Dialpad and UberConference. Whether resolving customer issues in Call Center, setting up a PIN-free sales meeting in UberConference, collaborating on documents within 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 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 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’s UberConference 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 UberConference by Dialpad. 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 UberConference 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 any UberConference meeting and enjoy HD-quality audio from any Android smartphone or tablet. All you need is a stable WiFi or LTE/3G/4G connection, and the latest version of the UberConference 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 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. 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.

Stay up to date with what we're doing and follow us on Twitter and Facebook.

]]>
How Dialpad Secures Our Enterprise Communications Perimeter https://www.dialpad.com/blog/how-dialpad-secures-enterprise-communications-okta/ Mon, 23 Oct 2017 16:58:27 -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. If you want to know more, check out their website at www.okta.com

]]>
Dialpad July & August Product Update 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/ Current Status: Working from Anywhere

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 Salesforce1 and 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 group 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?

Meet Today’s IT Visionaries

Meet Andrew Jessett, General IT Manager at Xero—the FinTech disrupter that went from a start up to a global enterprise in a just a few short years. Join Andrew and Ray Wang from Constellation Research as they highlight how the right cloud tools can empower your team for whatever challenges may come your way.

]]>
Made for Each Other | G Suite + Dialpad https://www.dialpad.com/blog/g-suite-dialpad-seamless-integration/ Thu, 13 Jul 2017 19:56:00 -0700 https://www.dialpad.com/blog/g-suite-dialpad-seamless-integration/ Peanut butter and jelly. Mac and cheese. Some things are just better together.

Dialpad, the #1 recommended business communication platform for G Suite, is on the road with Google this year. Along the way, we’ve grabbed some time with our customers to ask the specific reasons they switched their G Suite businesses to Dialpad.


Heading to Google Next Seattle on September 13th? Demo Dialpad and you could win a Google Home!


So far, more than 45,000 companies have moved their business communications to the cloud with Dialpad. So if your business runs on G Suite, here are eight reasons to switch to the world’s most innovative business phone system.

Dialpad + G Suite it’s a match made in heaven.

#1 DIALPAD IS THE ONLY BUSINESS PHONE SYSTEM BUILT ON GOOGLE CLOUD PLATFORM

Building on Google Cloud Platform enables us to provide the industry’s most scalable, reliable and modern business communication platform. By utilizing state of the art open sourced technologies from Google, such as WebRTC and the OPUS Codec, Dialpad can provide customers with the most innovate set of business communications features. By combining Google Cloud Platform with microservices architecture, we can roll out new product enhancements every week, without down time, and scale at an incredible speed—can your desk phone do that?

#2 OUR TEAM BUILT GOOGLE VOICE

Our founders are the team behind Google Voice and now they are disrupting the world of business communications forever. What does this mean for Dialpad users? Not only is that lightning innovation at the center of everything we do at Dialpad, but the user is at the core of product design. That’s why you can expect to see intuitive user-friendly UI and an easy admin experience.

Heading to Google Next Seattle on September 13th? Book a Dialpad Demo today and be in with the chance to win a Google Home!

#3 NATIVE G SUITE INTEGRATION. ANY DEVICE.

Naturally, this also means Dialpad offers native integrations with G Suite, making work more productive than ever for G Suite users. In fact, Dialpad is the only business phone system that is natively integrated with G Suite. 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 G Suite productivity applications right from within Dialpad. No more clicking between applications.

#4 DIALPAD IS RECOMMENDED FOR G SUITE

Dialpad is one of the 15 partners included in Google's Recommended for G suite program. Identified as an enterprise-level business communication solution, Dialpad offers G Suite admins and users alike the flexibility, accessibility, and stability that they've come to depend on from Google.


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

#5 SYNC YOUR COMPANY DIRECTORY IN ONE CLICK

Sick of extension numbers? With Dialpad and G Suite you can forget the pain and simply search via people’s names. Because their phone number follows them wherever they work, you are always able to reach them. For admins, it’s a painless experience to get started and the ongoing sync between G Suite and Dialpad means your work contacts and company directory are always up to date and accessible.

#6 DEPLOY IN MINUTES. NOT MONTHS.

G Suite users love the ease of setup and user provisioning—it’s simple, fast and secure. Dialpad is built to work with G Suite which means we can offer the same for business communications where deployment is historically a nightmare experience for IT. Dialpad’s modern communications architecture and zero hardware requirements means our rapid deployment engine has you up in running in minutes and spinning up offices over a cup of coffee.

#7 ENTERPRISE GRADE SECURITY. ANY DEVICE.

Identity management can be a huge challenge for global enterprises, and the smartest companies are moving to a centrally managed solution. Dialpad works for lean IT teams faced with this momentous task by offering . SSO significantly increases organization-wide security while boosting productivity of individual employees—no more lost passwords. By centralizing identity management through one service, administrators can design their login process to fit their security needs and provision and de-provision Dialpad users via their G Suite Admin portal. Security at scale has never been this easy.

#8 GET ALL BUSINESS COMMUNICATIONS ON ONE PLATFORM.

With G Suite, you get all your productivity apps in one place—email, docs, calendar and more. Dialpad is the only platform that achieves the same experience for your business communications. Voice, video, messaging, texting, meetings, fax, voicemail, screen share—it’s all in one platform in Dialpad, with top quality and connection speeds to boot.

So users get the seamless experience of all communications on all of their devices (even switching devices mid-call), lean admin teams can centrally manage thousands of users from one interface, and finance can rejoice as the multiple contracts for phone lines, hardware, and different messaging services, are replaced with .

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.
— Craig Walker, CEO at Dialpad

Love G Suite? Try Dialpad today!

]]>
UberConference Meetings in Dialpad https://www.dialpad.com/blog/uberconference-meetings-available-in-dialpad/ Fri, 26 May 2017 00:10:00 -0700 https://www.dialpad.com/blog/uberconference-meetings-available-in-dialpad/ The Era of Bad Meetings is Over

The world's most loved conferencing solution is available right inside Dialpad. Plus, admins can easily manage billing and provisioning from one centralized location. Happy conferencing!

Collaborate on-the-fly

Want to work on a doc together? Is a problem too complex for group chat? Now you can seamlessly jump into a conference call for faster problem solving and easier collaboration. Simply 'start a conference' from the 'make a call' drop down or click on the 'UberConference' button in group chat to get going.

Invite customers and partners

Collaboration inside your company is critical, but the real power of UberConference is how easy it is to collaborate with customers and partners. Unlike competitors, UberConference requires no PINs and no downloads. Plus, it's versatile, so customers can call in using their browser or over their phone.

Using Dialpad, you can text a conference invite to a customer or partner, so they can dial in by phone or web.

UberConference Free or UberConference Business: You decide

Every Dialpad phone line comes with a complimentary UberConference account. That's right—every single line. Simply 'start a conference' for your first time to get set up. Dialpad admins also have the option to upgrade users to UberConference Business for only $10/month on annual billing (or $15/month on monthly billing).

Why upgrade?

UberConference Business includes:

  • • Up to 100 participants per call (upgraded from 10)
    • Your own local phone number (US & CAN), no PINs!*
    • Dial-in numbers for over 50 countries.
    • Dial out to add participants
    • Custom hold music and conference room logo
    • Team management and analytics
    • Toll-free conference numbers (+$10/line/month)

    *Contact sales for availability outside of US and Canada. Minimum license purchases apply.
  • Manage conference lines for your whole organization

  • With UberConference Meetings in Dialpad, you can now manage Dialpad and UberConferences lines from the centralized Dialpad admin dashboard. Buy licenses, provision lines, and add toll-free numbers in an instant.

Ready to get started?

Existing Customers:

Existing Dialpad customers can login to Dialpad and Start a Conference as of Tuesday, May 30. Admin's can also start buying licenses and upgrading users to Business via the Dialpad admin portal as of that date. If you're an existing Dialpad and UberConference customer, your accounts will automatically be linked, so no action is required.

Notes on availability: Currently, UberConference Meetings in Dialpad is available in the United States and Canada only. We do, however, have international conference numbers available for UberConference Business customers as a standalone product. Contact our sales team to learn more. If you're a legacy flex license plan, you won't be able to utilize the integration until you transition to license billing. To make this transition, reach out to our support team.

New to Dialpad and UberConference:

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 and UberConference today.

]]>
Dialpad + UberConference 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/ Be more productive wherever you are

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. Click on the OneDrive link to access a filtered library of shared files.

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 long distance charges 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 Auto 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 + UberConference 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 UberConference salesforce tracking, enhanced name display, and advanced missed call routing.

UberConference + Salesforce tracking

Keen to see how many conferences your reps are booking? Now you can with Salesforce automatic activity logging from UberConference.

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 group 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?


A Broader View of Connected Companies in 2017

What other strategies are companies using to connect their workforce and their customers? Learn more in our Working Trends of Modern Businesses eBook.

]]>
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 9-5 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, 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 & 1,000 Words: MMS & Group Messaging

In addition to SMS and chat, 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.

Looking for more features? Learn more about all the other features available to your team when you join Dialpad.

]]>
Cloud Communications Meets your Fax Machine https://www.dialpad.com/blog/cloud-communications-meets-your-fax-machine/ Mon, 13 Feb 2017 19:05:00 -0800 https://www.dialpad.com/blog/cloud-communications-meets-your-fax-machine/ This post was originally published in February 2016 and has been updated for accuracy.

While some may think the fax machine had fallen to the same demise as the desk phone, the reality is that teams in industries like healthcare, law, and finance still depend on the fax machine to communicate with customers and colleagues.

To help support these anywhere workers, we're happy to announce our new fax feature for our desktop apps.

And the best part? No hardware required.


Cut the Cord & Fax from the Cloud

Add a fax line right from your Dialpad portal. Dialpad offers you the ability to add a fax line to individual team members and/or your Main Line/Depts.

Team Admins can add fax line to a team account on the Team page. Simply search for the team member and select Add a Fax Line from the drop-down menu.

Once enabled, the option to send a fax will appear as an icon on your desktop app.

Team Admins can also add fax lines to the Main Line/Depts. by selecting Add a Fax Number on their Main Line/Dept screen.


Dialpad: Call, Message, and Fax on One Platform

Interested in adding a fax line to your account? Faxing is available on any plan type and can be enabled by our support & sales teams.

Equip your team with the tools they need to get work done from anywhere. Our fax feature enables your team to send and receive faxes straight from their desktop app.

Plus, all sent and received faxes are displayed right within your Dialpad Inbox where you can download them at any time.

Learn more about sending and receiving faxes with Dialpad.

P.S. Are you a G Suite or Office 365 user? So are we! Learn more about all the features and integrations available to your team with Dialpad.

]]>
Customer Insight Straight from the Cloud: 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.


UberConference + Salesforce

Close deals from San Francisco, Chicago, or Singapore. With UberConference and Salesforce, your team can connect, manage, and nurture Contacts and Leads from anywhere in the world.

With the 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 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 UberConference App for Salesforce gives teams an alternative way to connect 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 UberConference we're on a mission to simply 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.

]]>
Knowledge is power with UberConference Analytics https://www.dialpad.com/blog/knowledge-is-power-with-uberconference-analytics/ Tue, 10 May 2016 19:20:00 -0700 https://www.dialpad.com/blog/knowledge-is-power-with-uberconference-analytics/ Ever wonder how your team is actually collaborating? With conference calls happening across your organization every day, you can now get the intelligence you need to help understand these interactions and improve your business’s conferencing experience.

We’re happy to announce the availability of UberConference Analytics. UberConference Analytics is included with your Business subscription service, providing you with the communications analytics you’ve been looking for.



UberConference Analytics provides customizable details about conferencing usage by individual or at the company level. Administrators will be able to view usage details including number of conferences, conference minutes, screen shares, participants, and average conference duration. Individual Business users will also have access to their own usage data.

In addition, data on participation access through the web, average participants, and call ratings will help you understand how your business, customers, and partners are using UberConference.

Can’t wait to get started? As the administrator for your business, or an individual user business account, you can log in and instantly access your UberConference Analytics. Simply visit the dropdown menu under your profile and click the Analytics icon.

If you don’t yet have a business account, get started today by clicking here to upgrade your account.

]]>
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 Analytics, a new feature that delivers remarkable insights for both administrators and users.

Dialpad Analytics works 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 Analytics and how it helps you finally learn the truth about your business communications. For a full features breakdown of Dialpad, get the inside scoop here.

]]>
Mobile screen sharing for UberConference https://www.dialpad.com/blog/2015-11-17-mobile-screen-sharing-for-uberconference/ Tue, 05 Jan 2016 16:56:00 -0800 https://www.dialpad.com/blog/2015-11-17-mobile-screen-sharing-for-uberconference/ Great news—screen sharing just went mobile! The UberConference app for iOS and Android now allows you to view screen shares during conference calls, no desktop required.

Do you ever wish there was an easy way to tackle meetings on-the-go? You’re not alone.

Modern workers are now increasingly mobile, so the need for a great conference experience on every device has never been more relevant.

By 2016, Forrester estimates that 43% of U.S. workers will be joining the mobile workforce. Thanks to trends like remote work and the Bring Your Own Device movement (BYOD), the modern workplace now caters to flexible lifestyles.

Each new feature we add to UberConference is meant to make you just as productive on-the-go as you are at the office. We added screen sharing functionality to our mobile apps to allow you to join, view, and participate in your conference calls—from anywhere.

If a screen share is already in progress when you first enter a conference, you’ll see a grey banner at the bottom of your screen. Tap on the banner to instantly view the shared screen. If someone starts screen sharing during a call, you’ll be prompted with a full-page notification. Simply tap View Shared Screen to begin. Want a quick walkthrough? Check out our mobile guides for Android and iOS apps. You can grab the apps from Apple's App Store or the Google Playstore.

]]>
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, internal messaging systems, texting, conferencing and calling, 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 applications are always at your fingertips.

2. A Smart Assistant on Every Call

This year we launched Voice Intelligence as a standard feature of 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, to-do lists, call summaries, you name it and Voice Intelligence handles it automatically. It also provides real-time feedback and conversation recommendations, so you always know what to say.

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 switch 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 and chat history, shared documents and 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 G Suite, Office 365, Salesforce, Zendesk, LinkedIn, Slack, ServiceNow and other popular business tools to take the hassle out of working between multiple applications.

5. PIN-less Conferencing

That’s right. Your days of entering long meeting PINs are over! With UberConference by Dialpad 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 UberConference meeting directly from Dialpad or G Suite.

Interested in learning more about what Dialpad can do for your business? Join our monthly webinar at the link below.

]]>
5 Apps to Help You Stay Productive 💪 https://www.dialpad.com/blog/5-apps-to-help-you-stay-productive/ Fri, 27 Apr 2018 20:16:00 -0700 https://www.dialpad.com/blog/5-apps-to-help-you-stay-productive/ In today’s always connected world, being productive at work has become synonymous with being productive on-the-go. A 2017 Gallup poll estimates 43 percent of Americans spend at least part of their time working remotely. That’s a significant increase from years past, and as millennials continue to seek more flexible work options you can bet that figure will only go up.

But all this mobility is not without challenges. As we shuffle with greater frequency between Ubers, coffee shops, WeWorks and airports, we also shuffle between devices, wifi connections, meeting lines and business applications. Sooner or later, all that shuffling starts to drag on our ability to work efficiently. Unless of course, we’re utilizing tools built specifically for our anywhere worker lifestyle.

Here are a few of our favorites:

1. Dialpad Everywhere

There’s nothing more frustrating than having all of your work applications open on your laptop and searching in vain for the right window to make a note or take a call. The newly released Dialpad Everywhere mini app solves this problem with an “always on top” toolbar that gives users one-click access to their most frequently used business tool actions.

Need to check the next meeting on your Google calendar? One click.
Dialing a coworker? One click.
Logging something in Salesforce or Zendesk? You guessed it, one click.

2. Okta

Another element of mobile productivity is reducing time spent on recurring tasks, like logging in and out of business emails and chat accounts across multiple devices. For this we recommend an app like Okta.

Okta’s secure Single Sign-On (SSO) offering allows you to easily access all of your accounts with a single login and starts at an extremely affordable $2 per user per month. You’ll also never have to worry about remembering which password you used for what application, or go through another tedious password reset.

3. Evernote

When a good idea strikes, you want to capture it regardless of where you are or if pen and paper are handy. We love Evernote for this for so many reasons but mainly because of how productive the built-in search and shortcut features allow you to be.

Unlike physical notes or plain text applications such as Notepad, which are easy to lose or forget, going back to an Evernote so you can actually act on it, is a breeze. Referring back to a specific note is as easy as searching a keyword tag and you can so from any device, any time.

4. UberConference

For most mobile employees, conference calls are a way of life. They’re a great way to collaborate and stay connected with your teams, but joining them is usually hampered by the soul crushing time suck of entering your conference PIN. As a general rule these PINs tend to be way too long and hard to remember, but not so with UberConference. UberConference requires no meeting PINs and no software downloads, ever, even for first time users making it easy to get right to the good stuff.

5. Zapier

Honestly no list of productivity apps would ever be complete without mentioning Zapier. With more than 1,000 different application integrations and thousands more possible Zaps, or automated tasks, to choose from, Zapier has definitely earned its “automation for busy people” slogan.

No matter where you are or what you’re doing, Zapier is always humming away in the background getting things done. We especially like it for data entry tasks or other housekeeping items that tend to be more busy work than anything else.


In addition to these applications, our customers will be happy to know that we also offer integrations with a ton of productivity boosting tools, including Okta and Evernote. To see a full list you can check out our integrations page here.

]]>
jill blog https://www.dialpad.com/blog/2017-3-6-jill-blog/ Mon, 06 Mar 2017 21:16:19 -0800 https://www.dialpad.com/blog/2017-3-6-jill-blog/ xxxxxxbxbbxbxbbxbxbxbxbbxbxbx

]]>
7 CIO insights on modern campus communications https://www.dialpad.com/blog/2016-5-20-7-cio-insights-on-modern-campus-communications/ Thu, 19 May 2016 21:52:00 -0700 https://www.dialpad.com/blog/2016-5-20-7-cio-insights-on-modern-campus-communications/
]]>
IT Visionary Spotlight | Mike Bongardino, IT Manager at Betterment https://www.dialpad.com/blog/2017-3-20-it-visionary-spotlight-mike-bongardino-it-manager-at-betterment/ Mon, 20 Mar 2017 18:21:40 -0700 https://www.dialpad.com/blog/2017-3-20-it-visionary-spotlight-mike-bongardino-it-manager-at-betterment/ ]]> 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

MOBILE STRATEGIES TO FINALLY ELIMINATE THE DESK PHONE

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.

TEAM COLLABORATION GROWING PAINS

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?

COMMUNICATIONS & COLLABORATION 2022: EMERGING TECHNOLOGIES REALIZING THEIR PROMISE?

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

MODERN, SECURE BUSINESS COLLABORATION WITH SLACK

Tuesday, March 19 | 12:10pm - 12:30pm

Speaker: Karishma Kothari (Slack)

CUSTOMER SERVICE IS A TEAM SPORT: HOW TO PLAY IT WELL

Tuesday, March 19 | 3:30pm - 4:15pm

Speaker: Venkitesh Subramanian (ServiceNow)

Wednesday

GOOGLE KEYNOTE

Wednesday, March 20 | 11:30am - 12:00pm

Speaker: Rany Ng (Google Cloud)

AI IN THE MEETING ROOM…SERIOUSLY?

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.

EVOLVING ENDPOINT DECISIONS AND STRATEGIES: ENTERPRISES WEIGH IN

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.

BUILDING ONE CHATBOT ACROSS ALL YOUR CHANNELS: LARGE ENTERPRISES TELL THEIR STORIES

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!

]]>
Preparing Your Business for the Future of Work https://www.dialpad.com/blog/preparing-your-business-for-the-future-of-work/ Fri, 15 Mar 2019 14:50:00 -0700 https://www.dialpad.com/blog/preparing-your-business-for-the-future-of-work/ The way we work today is changing. Rapidly.

Forward-thinking businesses are reevaluating the way they equip teams to collaborate across devices and geographies; they’re looking for ways to improve customer support and raise customer satisfaction scores; and they’re increasingly adopting new technologies to drive more sales.

There’s no doubt that cloud technology has made us more effective in many areas. Today, roughly 60% of enterprises have adopted some piece of cloud software to increase workplace efficiency. And with recent advancements in speech recognition and NLP it won’t be long before artificial intelligence becomes a mainstream driver of enterprise growth as well. In some cases, like business communications, it already is.

So how do IT leaders take advantage of artificial intelligence to future-proof their businesses? I’m glad you asked because I’ll be talking about the topic in an upcoming webinar. Together with our friends at NoJitter and KelCor Inc. I’ll be diving into how the cloud and AI are shaping the future of business communications, which key AI-based technologies are rapidly advancing voice communications and real examples of how this tech is transforming how employees work in real-time.

It’s all happening this Wednesday, March 13th at 11 a.m. PT. and we’d love to have you join us. Even if you can’t make the live session, we’ll send all registrants a recording to view later. Sound interesting? RSVP at the link below.

]]>
Enterprise Connect: Three Days, Two Sessions, One 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 transcription, 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 business and personal 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, automatically logging calls to systems of record and transcribing calls 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 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 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.

]]>
We Are Dialpad: Denelle Shemesh https://www.dialpad.com/blog/we-are-dialpad-denelle-shemesh/ Tue, 26 Mar 2019 13:02:00 -0700 https://www.dialpad.com/blog/we-are-dialpad-denelle-shemesh/

Name: Denelle Shemesh

Position: Mid-Market Account Executive

What do you do at Dialpad?

I’m an Account Executive on the Mid-Market West team in our San Francisco headquarters. My main customer territory is San Francisco and the greater Bay Area, and I’m responsible for bringing in new companies with up to 500 employees.

How did you get into your career?

I used to take sales jobs after attending film school as a way to build up my resume before starting my “real career” in Broadcast Journalism. I never considered it a forever career path until I realized how naturally it came to me. I excel at communicating, building relationships and helping people in my personal life so why shouldn’t I pursue it professionally? Getting into tech sales was another beast entirely. Even with previous sales experience, I had to start from the bottom of the food chain as a BDR and work my way up. The experience was tough but I learned so much and it’s definitely helped me be a better rep today.

What drew you to Dialpad?

I arrived at Dialpad as a result of the TalkIQ acquisition. We were acquired shortly after I started working there but stayed onboard because of the people, leadership and amazing culture that I just haven't seen anywhere else.

What’s it like working in sales at Dialpad?

It's an incredible environment! We all own our individual book of business but will collaborate regularly on how we can help each other grow and improve. There’s definitely competition but at the end of the day we treat each other like family and want to see each other succeed.

What's been your favorite deal at Dialpad and why?

My most memorable deal at Dialpad was actually my very first one. The prospect happened to be in a neighboring building. During the sales process, I would randomly show up at their office or have them over for lunch at ours. I knew from the start that our product was a good fit for them and would solve a lot of their communication challenges. They were always so excited to see it in action which made me feel great about what I was selling them. But my favorite part is that more than a year later I’m still friends with my contact there. It just proves to me that I made the right decision getting into sales.


Interested in joining our Bay Area sales team in San Francisco or San Ramon? See our open positions below!

]]>
5 Simple Steps to Better Sales Coaching https://www.dialpad.com/blog/5-simple-steps-to-better-sales-coaching/ Wed, 27 Mar 2019 17:11:00 -0700 https://www.dialpad.com/blog/5-simple-steps-to-better-sales-coaching/ According to a recent survey by CSO Insights, sales leaders spend less than 20% of their time coaching team members on how to sell more effectively. This can leave reps feeling frustrated and overwhelmed as they struggle to figure out what’s working and what’s not and can also help explain, at least in part, why the average rep takes between 30 and 90 days to reach baseline levels of productivity.

At Dialpad, we’re on a mission to turn every quota-carrying sales rep into a high-performer, faster, by leveraging data —not gut feel or intuition —to inform what success looks like. As a sales leader myself, I spend a lot of time thinking about how to coach my team for success, and it often comes down to these five simple steps.

1. Create a Safe Environment
First things first. Unless you’re able to create an environment of trust and safety within your team, much of your well-intentioned feedback is likely to go in one ear and out the other. No one likes to be told that their performance needs work but without the right frame of reference, that’s exactly what they’ll hear.

The good news is this is fairly easy to overcome if your heart’s in the right place. Just take time to remind your team that you’re in this together and that while critical feedback can be uncomfortable it’s key to their development and growth.

2. Create a Coaching Culture
Another way to keep coaching productive is to prevent any one person from feeling singled out or targeted as a poor performer. How do you do this? By making it part of your standard operating procedure and team culture. Make it a point to ask each rep after every sales call: “What’s one thing you could have done differently?” and “what’s one thing you did well?”

It’s also important to show that you’re open to feedback as a manager because, let’s face it, no one is perfect. “What could I have done better?” is a great question to start breaking down those barriers and getting your reps to see coaching as a reward, not a punishment.

And if you happen to manage reps who are hesitant to give feedback to “the boss,” let me tell you, it’s a whole lot easier when you’re open about your own areas for improvement. I once had an AE who never gave me feedback until I shared with him five things I felt I could have done better on a call. He took my honesty as a cue that it was okay for him to be honest too, then shared a very thoughtful and legitimate observation that I hadn’t even considered, to which I simply replied, “Well, I guess that makes six.”

3. Separate Style and Substance
When coaching your team, it’s important to focus on the content and context of the message they’re sharing, rather than the specific words or phrases they use to deliver it. If you’re a sales manager with a geographically dispersed team or managing reps from different backgrounds, it’s easy to get caught up inconsequential colloquialisms or speech patterns, but this is a waste of everyone’s time.

As a general rule, if you ever find yourself proofreading an email and changing “filler words” or editing grammar (admit it – you know you’ve done this before!), you’ve stopped providing value. As long as the facts, understanding of key issues, and action items are correct, let it fly.

4. Keep it Real-Time
Time is of the essence when it comes to giving feedback. If you wait to give positive feedback or deliver it in the dreaded “feedback sandwich” there’s a good chance it will be perceived as disingenuous or placating. And if you sit on negative feedback, your rep may remember the situation differently or still have achieved a positive outcome, minimizing the perceived need for change the next time around.

Making matters worse, 64% of high performers cite lack of on-going training as impactful on their decision to leave their jobs according to SiriusDecisions. That’s why tools like Dialpad Sell are so vital for sales teams. With Dialpad Sell, managers have visibility into every sales conversation as it’s happening. They can listen in on calls that need immediate attention and rely on Voice Intelligence to provide real-time recommendations on pricing, competitors, and common objections for the rest.


5. Leverage the Data... but Be Human
In his book “Thinking, Fast and Slow,” Daniel Kahneman talks about the importance of weighing hard data when making complex decisions. In one particular chapter, Kahneman shares a story about his time working as a psychologist for the Israeli Military. As a young officer tasked with creating the organization’s evaluation system, he theorized that statistical rules and scoring could produce superior results than the traditional intuition and “gut feel” approach. And he was right. In fact he was so right that the army’s higher-ups almost threw him out (along with his findings) because it challenged the beliefs that many of them had held so strongly.

Similarly, some reps believe that sales is more “art” than “science” and perceive processes and metrics as threats to their artistic mojo. But we know this isn’t true. Technology advances like artificial intelligence and natural language processing have only made us more effective at work. As long as you remember that the tech is there to benefit your people, there’s no wrong way to incorporate it into your coaching strategy.

Want to learn more? Check out how Dialpad Sell can make a difference for your sales team by visiting the link below.

And don't miss this insightful post about better sales coaching from our friends at Sales Hacker.

]]>
Getting Started with Dialpad https://www.dialpad.com/blog/getting-started-with-dialpad/ Fri, 29 Mar 2019 15:55:00 -0700 https://www.dialpad.com/blog/getting-started-with-dialpad/ Smarter Calls for Every Business
Today, more than 58,000 of the world’s most innovative businesses use Dialpad products to collaborate at work. Our customers range in size from global enterprises like Motorola Solutions to local brick and mortar shops like Dandelion Chocolate. And while we’re proud to offer a powerful communication solution that’s seamless and easy-to-use for everyone, we know first-time users can sometimes use a hand getting up and running.

That’s why we’re launching a new webinar series for small team admins. In it we’ll cover some of our most common set-up questions like how to easily port your current business phone numbers, add team members using your G Suite or Office 365 directory, create departments, and more. We’ll also save room for a quick Q&A session at the end so you can get personalized answers to your specific questions from our helpful product experts.

Mark Your Calendar
It’s all happening on Wednesday, April 17th at 11 a.m PT/ 2 p.m. ET. We hope you’ll join us by registering at the link below. Even if you can’t make the live webinar, all registrants will receive a recording so you can watch at a time that’s convenient for you.

See you then!

]]>
A New Page with Dialpad & UberConference https://www.dialpad.com/blog/turning-a-new-page/ Mon, 01 Apr 2019 00:00:00 -0700 https://www.dialpad.com/blog/turning-a-new-page/ At Dialpad, we love building products that solve common problems and delight our users. From Dialpad Talk to Sell and Support, we're always pushing the envelope of business communications. And today we're pushing it again.

Introducing our latest solution to the Dialpad product suite: Pagerpad!

Thanks to Pagerpad’s proprietary belt clip technology, teams now have a completely new way to stay connected no matter where in the world they work. But that’s not all—take a look at some of the other fully-loaded features available today:

Can't-Miss Notifications
You can't miss a ping if your device never turns off!

User-Friendly Design
A tiny window for text AND symbols? Talk about a 2-for-1!

Easily Deployable
Your only limit is how fast you can hand them out!

We’re so sure that Pagerpad is the future of business communications that we’re giving every business their first one on the house. Click the link below to reserve yours today!

]]>
Top Four Ways to Improve Sales Conversations with Technology https://www.dialpad.com/blog/top-four-ways-to-improve-sales-conversations-with-technology/ Mon, 15 Apr 2019 16:57:00 -0700 https://www.dialpad.com/blog/top-four-ways-to-improve-sales-conversations-with-technology/ World-renowned sales trainer and motivational coach, Zig Ziglar once famously said that without salespeople nothing would ever get done. That is to say that without our efforts to educate customers and bring products to market, society wouldn’t enjoy nearly the same level of sophistication or comfort that it does today. But selling isn’t easy.

As a current sales rep and former SDR team lead, I’m always looking for ways to improve my technique and streamline sales processes, especially when it comes to building rapport and communicating effectively with prospects. Having the right technology helps tremendously. We spend so much of our time and energy setting up or attending sales meetings that even small optimizations make a big impact on efficiency. So when your team is evaluating its next communications platform, make sure to look for these four things.

Mobile Apps
Salespeople are always on-the-go and making things happen. We need to be just as well-connected while we’re on our way to prospect meeting as we are in the office. Having a mobile-first solution with a dedicated phone number that can be accessed from any device is critical to be being productive on-the-go. It also helps to business calls, texts, and emails all in one place no matter where we are or what device we’re using.

Intuitive UI
There’s nothing worse than tackling technical issues leading up to (or in the middle of) a prospect meeting. Slow downloads, long PIN numbers, counterintuitive UX, and shoddy audio connections all get in the way of sales conversations and building customer relationships. If your customer can’t trust you to start a meeting on time why should they trust you on anything else? I always recommend trying new communication tools on a trial basis to dodge those bullets.

Integrations
If all of your other business productivity apps are integrated to make work easier, there’s no reason your communication platform should be any different. The best products allow you to provision new reps through company email directories, log call notes and activities to your CRM, view your most recent prospect email chains and even scan their LinkedIn profile all without ever leaving the app window.

AI
If you’re not already thinking about your sales team’s AI strategy, you should be. Voice intelligence tools are good for more than just call transcription, they can take notes, record action items, and live coach reps on how to respond to common customer questions and objections, helping deals close faster and more frequently. That’s not just lip service, I’ve experienced it first hand with Dialpad Sell.

Yes, our team eats its own dog food and it’s amazing what kinds of efficiencies we’ve driven and insights we’ve unlocked by putting Sell into action. It’s not just a fancy phone system, it’s a secret advantage over the competition. See for yourself by learning more at the link below.

]]>
From Insights to Actions: Dialpad Call Analytics https://www.dialpad.com/blog/from-insights-to-actions-dialpad-call-analytics/ Wed, 17 Apr 2019 15:42:00 -0700 https://www.dialpad.com/blog/from-insights-to-actions-dialpad-call-analytics/ If there’s one thing that every manager can agree on, it’s this: having access to team data is one thing but it’s what you do with it that really matters. Here at Dialpad we recognize that it’s not the devil that’s in the details—it’s the answer to common challenges that businesses face every day, from ramping reps to upping their CX game.

That’s why we’ve revamped our analytics platform to make tracking, analyzing, and acting on that data a snap.

Key Features

Whether you’re managing sales reps, a team of support agents, or offices across the globe, Dialpad’s Call Analytics boast a variety of features that build stronger teams.

Real-Time Metrics

Access real-time metrics on call volumes, leaderboards, and moments happening across your entire team.

Track Trends

Uncover what’s trending with customers with targeted Voice Intelligence keyword searches.


Coach Smarter

With a leaderboard that tracks call volume, top moments, and sentiment, managers can easily pinpoint where their help is needed.

Dive Into Details

Have a group of calls you want to dive into? Your analytics link directly into call history—with embedded features like transcripts and moments—that give you the full picture.

Stronger IT Insights

With call rating scores, device usage breakdowns, and team leaderboards, IT teams can leave the guesswork behind when it comes to call quality and user adoption.

Where to Learn More

If you’re already a Dialpad customer, you can dive into your new analytics platform today. Need a little guidance? Check out this help article.

Not a customer but want to learn more? Check out our feature page or contact our sales team to request a demo directly.

]]>
ICYMI: Quarterly Product Roundup 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/ 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 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 Voice Intelligence data in one place
  • Jump from analytics to call history 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 Voice Intelligence 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 building great customer experiences. It’s there to make it easy for folks calling in to land in the right spot for support. You can learn more about call routing here.

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 UberConference

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!

  • Skills-based routing
  • CSAT scores and reporting for Dialpad Support
  • Integration with Salesforce omnichannel
]]>
What UCaaS Users Really Need in 2019 https://www.dialpad.com/blog/your-guide-to-ucaas/ Mon, 06 May 2019 12:00:00 -0700 https://www.dialpad.com/blog/your-guide-to-ucaas/ In their quest for success, businesses implement solutions to help them grow and scale. And with the surge of remote work lifestyles and cultures, businesses must adapt to the needs of the modern worker like never before.

This challenge has helped to drive the growth of the UCaaS market to record heights. Just last year Gartner reported that the North American UCaaS market for midsize enterprises was almost $1.5 billion in 2017 and is poised to reach $2.8 billion by 2021. Transparency Market Research estimates a much higher number, with their projections of the UCaaS market hitting $79 billion by 2024.

UCaaS (or unified communications as a service) refers to the mix of different cloud-based communication functionalities within a single platform. It’s all about making it easier for people to communicate and collaborate more efficiently.

But growing remote workforces are not the only drivers of UCaaS prosperity. Factors including the expansion of BYOD programs and increase in cloud spending have also played major parts. In any case, the surge in UCaaS adoption has brought to light the need for this new form of communication to integrate with other systems of productivity already adopted by businesses. This means seamless integration with email, CRM, and more. In fact, a study conducted by Dialpad in 2019 found that 65% of UCaaS users rate the importance of their phone systems integrating with their other systems of productivity as very important.

Even with the ease provided by UCaaS, the scope of projects can change as deployment begins. Our same study found that an alarmingly high number of UCaaS users, 63%, actually rate the ease of deploying and provisioning users of their phone system as very low. In addition, our study found that the most commonly cited pain points of UCaaS users unsatisfied with their current providers, reflected pains thought to be associated with legacy solutions—like call quality, cost, and reporting.

Nevertheless, the future of work communication is the cloud. And as UCaaS evolves, so do the technical capabilities to help offset lingering issues. The proliferation of AI, for example, is hitting its stride. Dialpad’s study found that 71% of UCaaS users believe AI will be important or very important for productivity as it relates to business communications. Features like AI sales coach, real-time sentiment analysis, post call automation, and call analytics are super-charging business effectiveness.

However, not all modern UCaaS solutions are created equal. Dialpad found that 41% of today’s UCaaS users aren’t confident that their current solution will support their future needs. If you fall into this bucket, ask yourself these questions:

Is your current UCaaS solution:

  • Easy to deploy and provision new users?
  • Compatible with your current email and CRM system?
  • Reliable, without sacrificing call quality?
  • Transparent about pricing?
  • Equipped with a consumer-like interface?
  • Providing you with the reporting you need to better run your business?
  • Loved and embraced by your entire workforce?


If any of the answers to these questions is no, then it’s time to do better. It’s time for Dialpad.

]]>
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 unified 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.

]]>
New Tool Helps Maximize Sales Teams’ Efficiency and Results Using Voice Intelligence (Vi™) https://www.dialpad.com/blog/maximize-sales-efficiency-using-voice-intelligence-vi/ Wed, 22 May 2019 06:00:00 -0700 https://www.dialpad.com/blog/maximize-sales-efficiency-using-voice-intelligence-vi/ The world of sales is rapidly changing, with new competitors coming into play every day, new technologies emerging, and customers’ expectations rising just as fast.

In this ever-evolving space, many companies are using outdated or overly complicated tools, and waiting hours if not days to evaluate sales efforts after the fact. This makes it difficult to wow customers with outstanding, fast, and efficient communication, and near impossible to keep pace with the competition.

After talking to multiple sales leaders across small, medium, and large organizations about their goals, challenges and successes, it became clear to us that what differentiates companies with high-performing sales teams from those that struggle with repeatedly missed quarters, inaccurate forecasting, and high rep churn is smarter conversations and solutions.

We knew both sales leaders and their teams needed a better way - and we set out to make this happen. We’re leading the evolution to real-time speech recognition, and we’re calling it Dialpad Sell.

Dialpad Sell is our new business communications platform for sales teams, powered by real-time Voice Intelligence (Vi™) - the perfect combination of Dialpad’s innovative phone system plus speech recognition and natural language processing - to help drive revenue, sales enablement, and productivity. It was designed to empower sales teams to perform at their peak - giving reps the opportunity to improve productivity and managers the opportunity to coach more effectively.

Dialpad Sell leverages Voice Intelligence (Vi™) tools to transcribe calls, track customer sentiment, provide suggestions to questions and analyze conversations - all in real-time. The product augments the in-call experience, helping guide reps through conversations in the moment. We remind them to slow down, ask a question, and prompt them with things they need to know about (such as a reminder to talk about a new product release, or how to handle an objection when a competitor is mentioned).

We also provide the ability to search, share, and learn from conversations post-call. We provide robust search analytics for your conversational data so you can understand trends, identify gaps in your sales process, build call libraries and share learnings.

Dialpad Sell is the first true real-time speech recognition product on the market. Other products may have add-on products or just record conversations. Dialpad is the first to offer voice analytics in real-time, across every device, and at scale. We’re incredibly excited about it.

Want to learn more about Dialpad Sell? Click here.

]]>
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:

  • Call Received
  • Call Placed
  • Voicemail Received
  • Call Barged In
  • Call Listened In

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 voicemail is received within Dialpad Support, a new ticket is created in Freshdesk.

Where Communication and Productivity Meet

Work is easier when your apps talk to each other. To learn more about the available Dialpad triggers and some sample actions, take a look at our feature page. 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.

]]>
Help Me Help You: A Marketers Plea for Sales Data https://www.dialpad.com/blog/a-marketers-plea-for-sales-data/ Thu, 13 Jun 2019 10:51:00 -0700 https://www.dialpad.com/blog/a-marketers-plea-for-sales-data/ As a marketer, you might think that there is nothing worse than something you’ve worked hard creating falling flat and being deemed invaluable. You would be wrong. The worst thing that can happen to a marketer is creating something that falls flat, yet you don’t even know it...because you never hear about it. Instead, sales teams stop using it, prospects balk at it and customers ignore it. And so much of what marketing creates falls into this void where there isn’t great quantitative data to validate efficacy and mining qualitative data is near impossible. This is supported by research, with a recent report revealing that 99.5% of marketers are now attempting to analyze their customer data, yet nearly 1 in 5 do not have the appropriate in-house tools needed to undertake this task fully.

As a result, marketers are often left grasping at straws. Many aspire to the gold standard of gathering qualitative data, which includes things like listening in on discovery calls where products are pitched and on support calls to understand customer pain points. Any guess at the number of marketers who actually have the time to do that? Approximately zero.

Listening in on meetings where the voice of your prospects and customers can be heard loud and clear doesn't scale. Expecting sales and support teams to pass along tidbits of marketing feedback to the right team, let alone the right person on marketing teams, is also unreasonable. Because of this, marketers miss out on troves of valuable data that are being spoken every minute of every day.

Using Voice Intelligence (Vi™) to capture this last offline dataset and package it in a way that is digestible and actionable to marketers unlocks possibilities that can have major business implications. Since coming to Dialpad and using our own products, I have had access to live audio snippets of price objections, transcripts explicitly outlining where our competition has impressed prospects and analytics on our common support escalations. Our voice data is often actioned to optimize marketing programming real-time and is also one of the key inputs into long term strategic planning.

Vi enables our marketing team to look at voice reporting the same way we review our performance analytics for web, social, events and more. Now, instead of pestering the sales leaders or stalking customer support to try to discern second-hand what they are hearing, the marketing team can virtually be on every call and in every meeting. Having immediate access to the data means that if something doesn’t work, we know it and we fix it. I’d call that the new gold standard.

]]>
UberConference 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 UberConference to provide a unique 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 numbers & desk phones, the 10-digit PINs, and 15 different voices trying to talk at once. There are beloved memes and videos to highlight this point.

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. UberConference’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 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.”

]]>
Yakety Yak—Stop Spammers from Calling Back https://www.dialpad.com/blog/yakety-yak-stop-spammers-from-calling-back/ Wed, 26 Jun 2019 00:00:00 -0700 https://www.dialpad.com/blog/yakety-yak-stop-spammers-from-calling-back/ Here’s a quick test: what percentage of mobile calls are expected to be spam by the end of this year? If you answered half, not only are you right on the money but there’s a good chance that you’ve experienced a few too many spammers in your time, too.

Spam calls aren’t just annoying (although they definitely are that), they’re also disruptive to your daily operations, especially when your phone lines need to be open for customer support or inbound prospects.

A Growing Trend?

Back in 2009, the Federal Trade Commission (FTC) received around 63,000 complaints about illegal spam calls per month. In 2017 that number jumped to 375,000 per month—six times the amount less than ten years earlier.

And while the FTC is trying their best to mitigate spam callers with the National Do Not Call registry, the simple fact is that it’s extremely cheap for spammers to create new numbers. In fact, it ends up costing a spammer only $0.01 to place a spoofed call.

Spam: By The Numbers

According to one study, combined spam and telemarketing calls totaled 2.2 billion this past January.

Call Type

Estimated January Spam Calls

Percentage of Jan Spam Calls

Alerts and Reminders

1.09 billion

21%

Payment Reminders

968 million

19%

Telemarketing

908 million

17%

Scams

2.216 million

43%

So what reason did spam callers use to place all these calls?

Type of Scam

Est. Jan Spam Calls

Summary of Scam

Health/Health Insurance

462.2M

Identity theft/scam payments

Interest Rate Scams

164.1M

Identity theft

Student Loan Scams

131.3M

Identity theft/scam payments

Easy Money Scams

121.7M

Pay to make money/get job

Search Listing Scams

95.1M

Fake search listing fee

Keep spam on the shelf, not on your phone

Even with all these stats, there’s still a silver lining for consumers. There are a ton of resources out there to educate yourself on how to avoid spam calls, including some tips from the FTC themselves.

If you’d rather take the headache out of managing spam yourself, a business communications partner like Dialpad could be your solution.

With Dialpad, teams not only benefit from a multi-layered approach to call blocking and spam prevention, but a cloud-based communication solution that nixes communication silos between teams while increasing individual productivity.

Dialpad Key Features

  • Unlimited HD quality voice calling
  • Automatic user provisioning
  • Seamless, native integrations with Google, Slack, and more
  • Real-time transcriptions plus post call action items
  • Real-time call analytics and reporting
  • Real-time sales and support coaching
  • Supported across multiple devices (laptop, desk phone, mobile, tablet)

Spam Blocking Features

  • Full block (play “Number not in service” message)
  • Straight to VM (no notification)
  • Straight to VM (notification plus live, real-time transcription)
  • IVR screening (“Please state your name and Dialpad will try to connect you”)
]]>
Sourcing the Squirrel: 3 Ways To Fight Back Against Hiring Challenges https://www.dialpad.com/blog/3-ways-to-fight-back-against-hiring-challenges/ Fri, 28 Jun 2019 10:41:00 -0700 https://www.dialpad.com/blog/3-ways-to-fight-back-against-hiring-challenges/ As a recruiter, it’s probably hard not feeling like Elmer Fudd sometimes—always on the hunt for that elusive rabbit (or, to use an industry term, the “purple squirrel”). If you’re feeling the pressure of bagging the next great hire, you’re not alone. With job openings at a 17-year high and unemployment at only 3.9 percent, the hunt quite literally is on.

It’s not just the talent pool, either. Think about how often an open req came across your desk (seemingly) out of nowhere, with a deadline to source, qualify, and close that seems more like a practical joke than part of your day-to-day.

As a recruiter, you’re not just the face of your brand—you’re the voice, too. As you’ve probably already realized, you’re the first (and sometimes only) impression that a candidate gets when it comes to your company, the culture, and the dynamics of the team.

Luckily, tech has caught up and offered some great tools and workflows for recruiters to leverage that make finding the right fit just a bit easier (with no Bugs Bunny reruns required).

Let’s take a look at the 3 ways you can fight back against common hiring challenges with the help of Dialpad’s Communication Platform.

#1 Engaging Candidates

Challenge:

Is there anything more heartbreaking than knowing you’ve found the right candidate, but you just can’t get them to commit? Persuasion of passive candidates is “Recruiting 101.” but that doesn’t mean it gets any easier.

Solution:

Personalization is the name of the game here. Finding out what matters to your candidate and the why behind it can move the needle when it comes to whether or not your outreach efforts make their way to the inbox or the spam folder.

With Dialpad, recruiters automatically have access to full transcripts of their calls, including highlighted call moments - like when a positive or negative sentiment was expressed (ex: “Something I loved about my last job was the freedom I had to try and fail”). These post-call summaries help advise next steps and personalize follow-up efforts

#2 Candidate Experience (The Other CX)

Challenge:

As mentioned earlier, as a recruiter you’re the voice of your brand. And while engaged candidates most likely do a quick search on your company, you’re ultimately responsible for driving home that great first impression. Communication is key but that’s easier said than done (pun intended) especially when you’re juggling multiple candidates and reqs, plus pressure from leadership to fill roles.

Solution:

The Dialpad Sell post-call summaries show exactly what was said, by who, and what next steps were discussed. This doesn’t just cover your bases with your boss but also ensures that clear expectations were set during the call. With Dialpad, you can also rest easy in using your own device, without the hassle of unneeded follow-ups and chasing around by already disqualified candidates. This allows you to focus your time and energy on “all stars” only. You can also utilize text messaging, since the reality is that you are normally working with candidates that are already employed and can’t have open phone calls when they are at work.

And for newer recruiters that need a little more help, managers can set up a coaching group to jump in and listen as recruiters go through their talk track with the ability to offer real-time tips for better engagement.



#3 Data, Data, Data

Challenge:

No data = no decisions. Whether you’re a recruiter or managing a team, it’s impossible to know what’s working and what’s not without having the data points. And while ATS’ do a lot of the heavy lifting, there’s still the challenge of digesting all of that data into actionable next steps, not to mention easily communicating that to the rest of your team.

Solution:

With Dialpad’s call analytics, recruiters and managers can see where and when patterns emerge when it comes to things like positive vs negative sentiment, specific keywords (ex: OTE, comp, etc.), and success rates.

Plus managers can see which recruiters are having the most conversations around these topics and even dive into the individual call to surface transcripts, action items, and other key moments.

When it’s time to collaborate, managers can easily share links via Dialpad or throw them into a Slack channel for future discussion.

Make Every Call a Closing One

Dialpad lets you make calls, learn from them, and automate busywork to help find the right candidates—and you can even do it from any device.

To learn more about Dialpad and how it can help with your recruiting efforts, drop us a line below to request a live demo. You can also check out our case study with Betts Recruiting to see how they are leveraging Dialpad to drive higher engagement internally and with candidates.

]]>
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 Support, 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 through Voice Intelligence: real-time coaching, which 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, 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 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 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 Voice Intelligence (Vi) 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 who is both employee and customer centric, and your customers will feel the difference - and may as well end up your customers for life.

For more information on how to improve customer experience for your Call Center with Voice Intelligence, visit: https://www.dialpad.com/products/inbound-call-center/

]]>
Dollars & Sense: 5 Tips For Surviving as an SMB https://www.dialpad.com/blog/dollars-sense-5-tips-for-surviving-as-an-smb/ Fri, 05 Jul 2019 07:37:00 -0700 https://www.dialpad.com/blog/dollars-sense-5-tips-for-surviving-as-an-smb/ It feels trite to say that running a small business is stressful. How’s this: it’s very stressful. Whether it’s hiring up the right staff, negotiating with vendors, or simply trying to figure out why the printer is making that weird noise, a small business owner’s job is figuratively and literally never done.

Small Business, Big Stats

Time for some numbers.

20% of small businesses won’t last past their first year. That number spikes to 50% by 5 years, according to the Bureau of Labor Statistics.

Of the industries that seem to have the best success rates, healthcare and home care assistance end up leading the pack (85% survive year 1, 75% by year 2, and 60% by year five) whereas construction and the transportation and warehousing industries see the most struggle (construction sees a 35% success rate by year 5; transportation and warehousing see 40%).

Where SMBs Often Miss

Omitting industry-specific challenges, there are a number of common pitfalls that a small business owner could find themselves in (and thus the rising stress levels).

Some of the big challenges, based on a survey by CBInsights found these top results:

  • Not finding a market need for their product or service (42%)
  • Running out of cash (29%)
  • Not having the right team running the business (23%)
  • Pricing and cost issues (18%)
  • Poor marketing (14%)

5 Tips for Surviving as an SMB

1. Your phone bill shouldn’t be longer than a Harry Potter novel

And it shouldn’t take you the same amount of time to read it, either. Padded phone bills are an all too common occurrence in business, regardless of size. Keep an eye out for fees associated with roll-over lines or wire maintenance (no, really that’s a thing).

Ask yourself, how many features is your team actually using—if you can even get to that info easily. Opting for a cloud communications provider (i.e. Voice over IP) can not only slice your bill but allow you to actually use the features you’re paying for. What a concept!

2. Kermit was right, it’s not easy being green (but it pays)

While it may be tempting to just leave monitors on or print that last email, it’s a slippery slope to added and unnecessary costs. The EPA estimates that businesses end up spending around $80 per employee just on paper alone. And if you need another stat to help sway you towards a greener workforce, the Small Business Association found reducing energy costs by just 10 percent can boost profits by two percent for retailers and four percent for restaurants.

3. Rethink where your workforce reports for duty

Does everyone in your office have to actually be there? If not, you may want to consider adopting a remote work policy. And if you’re worried about productivity, studies have reported higher rates of engagement for workers who spend 60-80 percent of their time away from the office.

Maybe you can’t swing that but even giving employees the option to work from home one day a week can have a positive impact on your overhead spend (ex: food/beverage, electricity, A/C).

4. Moving to the cloud isn’t a question of “if” but “when”

Roughly 60% of small to medium size businesses are already using some form of cloud computing technology, with a little over 30% are planning on implementing in the near future. The cloud journey isn’t just some workplace trend—it’s the future of how businesses run while staying connected (and more importantly protected) in an ever increasingly technical world.

If you need more convincing, consider this: the Better Business Bureau reported that in 2017 only 35% of small businesses could remain profitable for more than three months if they lost access to critical data.

5. Less meetings + more doing

Meetings paralysis, while *technically* not a real illness (at least not one you can call PTO for) is something that plagues businesses of all sizes but like many things on this list, can take a harder toll on an SMB. Think about how productive you felt after a day of back to back meetings—not very, right? Reconsider how many meetings need to be mandatory and who really needs to attend vs who can just play catch up with post-meeting notes. This won’t just alleviate some of the bloated sync ups that can come with building a business (or trying your best to stay connected) but can keep your most productive employees focused on the task at hand.

“There Is No Finish Line. There are only mile markers.”

Let’s face it: running a business is hard no matter your size. But no big business ever starts out that way—it all starts with an idea and a person who wants to make it happen. In the US alone, small businesses make up the majority of firms with one-third of them planning on increasing their workforce.

Cost savings is just one factor in the overall success of your business. Adopting new technologies that cut down on manual tasks and encourage collaboration both in and out of your business are other easy wins that, when partnered with the right provider, pay for themselves ten times over.

To learn more about how Dialpad could help your SMB realize success and cost savings, reach out to our team to start a conversation.

]]>
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/ Dialpad CMO, Keith Messick, joined Sales Hacker to share his top 10 tips on how to deliver a better sales presentation--or really any presentation--for that matter.

Here are the 10 tips at a glance:
1. Exude Confidence
2. Presentations are Not Reports
3. Prepare Accordingly
4. Never Assume the Audience Knows or Cares About What You Do
5.
Phone vs. Live Presentation Matters
6. Don't Over-Speak
7. Take Charge of Your Presentation
8. Make Your Presentation Flow
9. Dump the Script
10. Don't Tell Your Audience Why, Show Them


Check out the full webinar here or read more below.

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 Sell! With Sell, you get real-time coaching, sentiment analysis, transcription, and post-call 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, 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 Support, we built a better call center 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 software customer who retired their legacy PBX system and deployed Dialpad Talk across their organization, and Dialpad Support within their contact center 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, customer satisfaction, coaching, and management.

Here are some of the key quantified benefits:

Cost savings of nearly 300K per year by retiring their legacy PBX solution

Prior to deploying Dialpad, the organization had an on-premise 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 upkeeping 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 Support 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% with CRM and productivity suite integrations, resulting in smoother workflows for their support team.
  • Improved HR process of confirming interviews by 90% through Dialpad’s texting 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, click here to download the full study.

]]>
Considering the Cloud? Five Questions You Need to Ask https://www.dialpad.com/blog/considering-the-cloud-five-questions-you-need-to-ask/ Tue, 23 Jul 2019 09:00:00 -0700 https://www.dialpad.com/blog/considering-the-cloud-five-questions-you-need-to-ask/ Some companies can’t live with their PBX phone systems. Some can’t live without them.

Many businesses see the low cost, extra features, easy scalability, and flexibility as the primary reasons for moving to the cloud. But they also have concerns about the reliability, security, and functionality issues that were common in early cloud products .

It’s a big decision—one that no organization should take lightly. So we’ve compiled five of the most important questions you need to ask before moving your phone system to the cloud.

1. How much will it cost?

Money. It’s often the deciding factor when procuring any piece of technology or software. So let’s get it out of the way first. Cloud-based phone systems are inexpensive—especially compared to traditional PBX systems. That’s because they don’t require any additional hardware; you can use your existing smartphones, laptops, and tablets. That includes infrastructure, too. So say goodbye to those server rooms and the costs associated with maintaining them.

2. Do I need to switch to the cloud if my PBX is working fine?

This is a common one. Sure—your company hasn’t needed the cloud in the past. Why invest time and money into something you don’t technically need?

We recommend doing a side-by-side feature evaluation, and consider how each of those features impacts your organization.

Ultimately, most find that cloud-based business phone systems offer all the functionality of a traditional PBX phone system at a fraction of the price, time to roll out, and on-going maintenance required. The initial costs and resources required are recouped almost immediately.

Furthermore, there’s no equipment upgrade costs. The cloud moves at the speed of technology. So when the latest and greatest technology launches, it’s usually available in the form of a quick update.

3. Can I trust that my data is protected?

Putting sensitive into the cloud can trigger anxiety in even the most forward-thinking IT leaders, never mind those who’ve only worked with on-premise systems in the past. How do you know people aren’t accessing the data? Where does it actually live? Security is a serious subject, and one of the most important things to consider in any business decision.

The good news is that cloud security has come a long way, with some providers meeting even the most stringent enterprise security measures.

When evaluating providers, look for transparency. Understand how they store your data, where, and with who. Find out if they follow the various IT security standards, like ISO/IEC 38500 and X.509 certificates. Essentially, you want to be able to trust your provider as much as you’d trust a locked server room.

4. What happens if my system goes down?

It’s happened. When your company runs in the cloud, downtime on any platform or tool can feel like you’re involuntarily flushing money down the toilet. However, it’s rare with high quality cloud providers. Ask providers about their data centers. Where are they and can they support global connectivity? How many are there? What are their downtime stats? If one goes down, do the rest pick up the slack? What’s their backup protocol?

Like security, reliability has also come a long way. In fact, Dialpad boasts a 99.9% uptime rate.

5. How good is the quality, really?

Let’s compare. Because of the already established PSTN infrastructure, PBX has always been consistent and reliable. Traditionally, VoIP phone systems relied on slower internet connections and primitive hardware which had a noticeable impact on call quality. For most organizations, VoIP wasn’t a viable option.

Until now, that is. High-speed internet and wireless LTE/5G connectivity paired with modern devices, and modern voice technology including traffic shaping and WebRTC technology mean that cloud-based business communications are every bit as reliable as a PBX system. And when you consider the additional flexibility and mobility provided by a cloud system, it’s a no-brainer for most modern organizations.

On Cloud 9

Switching to a new system can be challenging and seemingly fraught with unknowns. And while the cloud comes with many perks, it’s important to ask questions that help you determine if those perks are right for your business. You’ll be able to better identify which provider is right for you, feel more comfortable in your decision, and perhaps most importantly, be able to clearly communicate it to other individuals in your organization.

Still unsure? Start small—with a conversation. Reach out to our team to learn more about how Dialpad can help you make the switch without the headache.

]]>
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 tools. 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 tech 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.com, 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 CRM, email services, 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? Voice Intelligence (Vi) technology 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 AI-powered 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.

]]>
A Better Way To Grow with Dialpad + HubSpot https://www.dialpad.com/blog/a-better-way-to-grow-with-dialpad-hubspot/ Wed, 31 Jul 2019 10:28:00 -0700 https://www.dialpad.com/blog/a-better-way-to-grow-with-dialpad-hubspot/ Quick show of hands: how many of you jump out of bed in the morning, race off to work, and eagerly log into your CRM to spend hours manually entering data? Anyone? Bueller?

Yeah, we figured. No surprise here, but CRM adoption is still pretty low—less than 40% of CRM customers have end-user adoption above 90%.

So what’s the hold up? According to HubSpot’s 2018 State of Inbound report:

  • Manual data entry is the #1 CRM adoption challenge.
  • 32% of sales reps spend over an hour every day entering CRM data.
  • Only 45% of organizations use a CRM to store their lead and customer data.

So how can managers who see the value of a CRM fight back against these trends? Two words: data automation. And that’s where we come in.

Introducing Dialpad + HubSpot

Thanks to our latest partnership and integration with HubSpot CRM, sales managers can now fight back against manual data entry woes and data synchronization issues.

Not only can reps log every call (inbound and outbound) to HubSpot, but voicemails and full call transcripts are captured too. And the best part? It’s all automatic. No extra clicks or extra hours required.

Not only do reps get back time they could use to be selling (around 5.5 hours a week, per rep according to one study) but managers get peace of mind that the tools they’ve invested in are working for their team and not against.

And since your tools can talk to one another, you get a more accurate forecast of how deals are developing and where or when you need to take a closer look.

Feature highlights include:

  • Native sidebar within Dialpad apps (desktop and mobile)
  • Automatic call (inbound and outbound) and voicemail logging
  • Ability to tie calls to existing deals within Dialpad
  • Ability to set call dispositions
  • Ability to add call notes
  • Automatic call transcript logging including moments and action items
  • Ability to create new HubSpot contacts from Dialpad
  • Ability to match existing HubSpot contacts to Dialpad contacts

To learn more about the integration, reach out to a member of our sales team. Already a customer? Find HubSpot in your Integration Settings page to turn it on for your team.

The Dialpad + HubSpot CRM integration is automatically included as part of the Pro and Enterprise plan type listed on www.dialpad.com/pricing

]]>
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 in a sales call. 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 insights 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 modern VoIP solutions, you can get specific data from calls with prospects and customers, such as recordings, 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.

Three 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 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—they're faster, easier, and more productive. In fact, 92% of all customer interactions happen over the phone. So, the data from those calls are without a doubt just as important.

To Learn more about the ways call data can help your Marketing and Demand Generation team, reach out to our team at Dialpad.

]]>
4 Tips to Help You Nail Cold Calling 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/ Cold calling has a notorious reputation. Even the name itself evokes a chilly reception. But somehow, organizations like Outreach are finding that their SDRs are still booking 70% of their meetings over the phone.

That’s absolutely huge. And multiple studies back this up. Voice sells.

According to InsideSales.com, the conversion rate on a cold call campaign is 5-10 percent. While B2B Marketing Zone compares this to less than 1 percent for a cold email campaign.

A similar study by Salesforce found telephone outreach out-converted emails by a significant margin (8.21% vs 0.03%).

Despite this, cold calling is hard. More often than not, you’ll hit a dead end. But we can help. Check out these four tips to help you thaw your prospects and nail the cold call.

1. Just looking up your contact in Salesforce isn’t actual research

    Research should be a no brainer. But when you’re making 50+ calls a day, deep-diving into each contact isn’t possible. To make sure you are spending time on the right contacts, leverage SFDC (or another CRM) to look at your targets role, company, and previous activity.

    If these fit your key target persona’s (or if they’re a VP and above), spend the extra time researching and building out a message that resonates with their needs. Use some of the sites below to help you discover more about your prospect.

    • Linkedin: Groups, Current and Previous Job, Shared Contacts, Recent Activity
    • Twitter: Both the prospect and their company (Recent posts and messaging)
    • Company Website: Press and media release pages.
    • SEC Website: (If prospect works for a public company): Company 10-Qs (quarterly report) & 10-Ks (annual report), especially the management’s discussion and analysis of financial condition and results of operations (section 2).
    • Angellist: (If prospect works for a startup): - funding history, including the timing, value, and participants in each round; past and present employees; advisory team; founders; products and launches; open jobs; and more.
    • Crunchbase: Prospect's acquisition history, funding rounds, investors, team members, news, timeline, competitors, former employees, customers, partners, sub-organizations, board members and advisors, and other related details.

    2. Email, phone, and social = all part of the approach

    Cold calling should never be done in a vacuum, but rather as part of a larger multi-channel outreach to your prospects. Try to make sure that a prospect has seen your company’s name at least once before attempting a cold-call.

    That means that they should have opened an email, engaged with your website or social channels, or been the target of an ad campaign. While not always possible, it has a huge impact on their initial reception.

    a recent study found that combining multi-channel outreach has a multiplier effect mail alone, with no call, lowered the effectiveness of the sales effort almost 98%.

    3. Make it a cadence

      Employees are increasingly inundated with emails, calls, and now messages each day (I’m looking at you Slack). With an average of 121 emails per day, it is tough for individuals to keep on top of everything.

      This overwhelming amount of outreach is why it is essential to not only approach a prospect through multiple channels, but also build a consistent cadence of outreach.

      Personally, I’m a fan of extended outreaches (12+ outreach attempts through a variety of channels including email, social, and phone - spread out of a two to three week period), but depending on your audience and market, what is effective may vary.

      If you aren’t sure where to start, check out these templates by Insidesales.com and tweak to fit your needs, and here are some tips on cold calling scripts if you are considering using one.

      4. Take product out of the equation—focus on the prospect

        Our culture has become distrustful of unknown numbers. After too many robo-calls and irrelevant sales attempts, we tend to discard and ignore sales outreach almost immediately. To cut through this hard freeze, you have to ensure you connect with them immediately.

        Be upfront, don’t confuse them, and save the product pitch for later.

        When the prospect picks up the phone, introduce yourself, say where you are from, and then pause. Yes, pause. It is hard, but it is giving the prospect time to think through who you are, any connections they may have, and provide some context.

        Don’t start the pitch right after the pause—instead establish rapport.The research you’ve done will provide you with lots of fodder., Bring up something interesting the prospect or the company has done recently. It could be anything from the performance of a shared sports teams interest, to a recent acquisition by the business. Either way, it should be relatable to the prospect, get them talking, and show them that you’ve done your research.

        Got them talking? Awesome. Now be upfront and tell them why you are calling. Hint. It’s not about what you do. It’s about how you can help them.

        Congrats. You’ve effectively turned a cold call into a warm lead who is now far more receptive to your pitch.

        Looking for more cold calling tips? Join us, Outreach, and Josh Braun to learn how to help your reps make those first words count. Register now. https://lnkd.in/g6-qi6Q

        ]]>
        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 Voice Intelligence (Vi) capabilities. Real-time audio transcription and Vi-created post-call summaries are now available across Dialpad’s Talk, Support and Sell products. Voice Intelligence 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 voice 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 or here to contact us and learn more.

        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 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.

        Tools

        The cloud and all of the software that comes with it has been huge. We live on Slack; 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 office phone number and 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 UberConference. Being remote means lots of meetings. UberConference 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. UberConference is made by Dialpad and is also available inside Dialpad, which adds a layer of simplicity to my meetings, messages, and calls. 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.

        Travel

        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.

        Challenges

        It would be dishonest to tell you that working remotely is easy—it’s not. Sure, the 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.

        Isolation

        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.

        Want to learn more about the evolution of remote workers and distributed teams? Check out our ebook, Remote Works.

        ]]>
        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 Voice Intelligence 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)



        Interested in unlocking the last untapped sales data sources? Stop by our booth to learn how Dialpad Sell with Voice Intelligence turns your sales reps into super reps.

        Dialpad Sell 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 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 VM (no notification)
        • Straight to VM (notification plus live, real-time transcription)
        • IVR screening (“Please state your name and Dialpad will try to connect you”)

        Learn more about call blocking and spam prevention here.

        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 routing and 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 inbound and outbound calls to Hubspot and by giving users the ability to add call notes, set call dispositions, and more.

        Learn more about this recent integration here.

        Dialpad Sell - officially launched!

        In May we had our biggest product release with Dialpad Sell—a real-time Voice 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 Sell include:

        • Business line on your personal device
        • Voice, video and text
        • Fully integrated with your CRM
        • Improved sales enablement
        • Increased rep productivity
        • Decreased ramp-up time
        • Improved coaching effectiveness

        Learn more about what Dialpad Sell can do for your business here.

        Coming soon:

        Here’s a preview of a few of the updates coming up next.

        • CSAT Surveys for Dialpad Support, an automated way to collect customer satisfaction scores, post-call.
        • Power Dialer for Dialpad Sell, 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.

        ]]>
        7 Apps That Help You Get Sh*t Done https://www.dialpad.com/blog/7-apps-that-help-you-get-sh-t-done-1/ Wed, 21 Aug 2019 04:00:00 -0700 https://www.dialpad.com/blog/7-apps-that-help-you-get-sh-t-done-1/ Growing your business can feel a whole lot more like fighting fires when you don’t have the financial resources, staff, or time to keep everything moving full speed ahead. The good news is that it’s now a lot easier thanks to the hundreds of cloud applications out there. We’ve listed seven cloud apps that are designed to help you get more sh*t done–and get it done fast.

        1. Mailchimp

        When it comes to email marketing (which you’re currently doing, right?), Mailchimp is magic. You can learn more about your customers, build better relationships, and target your audience more accurately. It’s an easy way to keep your contact lists organized, sending one email to thousands of people at once. You can create, customize, and schedule different groups to receive different emails based off your email tracking and data analytics. Small business bonus: if you have less than 2,000 subscribers and send fewer than 12,000 emails a month, Mailchimp is completely free!

        2. Trello

        Trello is a project management tool that makes it easy for you and your team to stay on track and productive. Create lists, add cards to those lists, tag people, start a conversation, drag cards to the next step of production, and manage who’s doing what. It also features some great integrations. But If you don’t need them, the app costs you absolutely nothing.

        3. Quickbooks

        Running a business is hard. Running a business without a numbers person is nearly impossible. Quickbooks is an online accounting solution that helps you keep track of your business finances including revenue, expenses, employee pay, accounts payable, and so much more. The app can save you up to 40 hours a month, allowing you to focus on what’s really important. And a range of smart integrations let you feel like an accounting expert without actually being one.

        4. Todoist

        Todoist is like the planner you always say you’re going to use and never do, but better. It lets you create tasks, give them a due date, tag people to assign the project to, and check it off when complete. Stay more organized and productive with their great visuals and easy to follow analytics. The best part? Todoist is always free and integrates with the apps you love.

        5. Evernote

        Ideas are fleeting—good ones, more so. Evernote is the place to record notes, ideas, to-do lists, photos, and voice memos from any device you want. You can set reminders so you always get your to-dos done. You can share your notes with others even if they don’t have an Evernote account. And everything you put in Evernote is safe with the security of cloud storage and always easily accessible in one location.

        6. Toggl

        We all like to think we’re being productive—but how much are we really getting done? You can easily track this with Toggl. It records the amount of time it takes to complete certain jobs. Simply start a timer from your mobile phone, and even stop the same timer from your laptop. Toggl integrates with 100+ apps so you can track your time on the things that matter most to you.

        7. Hootsuite

        Social media has become the most widely used communication tool for both individuals and businesses. Hootsuite allows you to stay on top of it with the ability to schedule hundreds of posts in advance and keep tabs on your business’s social presence in one place. You can track the performance of your posts and filter keywords to learn what is being said about your company and its competitors. It’s a must-have tool for any business using social media. And plans start at a very doable free price point.

        ]]>
        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 50’s. 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.

        CALL DATA

        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-based system, those moments can be captured, analyzed, and shared all in just a few clicks.

        EMERGENCY SITUATIONS

        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.

        In fact, a 2017 study revealed that out of 400 IT decision makers, 46% experienced more than four hours of IT-related downtime over 12 months; 23% said that they incurred costs ranging from $12,000 up to more than $1 million per hour.

        INTEGRATIONS

        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 based software was built to nix extra steps and bring everything under one roof.

        MOBILITY

        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.

        ]]>
        What is Cloud-Based VoIP, Anyway? https://www.dialpad.com/blog/what-is-cloud-based-voip-anyway/ Thu, 29 Aug 2019 00:00:00 -0700 https://www.dialpad.com/blog/what-is-cloud-based-voip-anyway/ If you still have wires emerging from the dusty office phone sitting on your desk, that might be your sign for a change. There’s a great opportunity here waiting for you to expand and grow your business—it’s called cloud-based VoIP. VoIP stands for “voice-over-internet protocol” and it’s probably a term you’ve heard before. And while it’s similar to a traditional landline-connected desk phone, it’s also quite a bit different.

        So, how is cloud-based VoIP that different from landlines? Let’s break it down.

        Cost

        Most cloud-based systems are less expensive by every measure. Whether it’s the cheap monthly payment (about $20), the setup process, maintenance, or training, it’s all much more affordable than the cost of a landline. For starters, there’s no need to buy any physical, bulky machines to use as a phone system because you can typically use it on your existing office computers and smartphones. It also requires very little (if any, in Dialpad’s case) support for installation, adding users, and making sure everything works. So you save a lot in lifetime maintenance and IT costs, too. Calls are made through the internet rather than the traditional PSTN phone network, saving you time, money, and space.

        Scalability

        It’s so much easier to scale a cloud-based VoIP phone system than a landline one. The process of adding a new user to a traditional phone system involves purchasing a new phone, running the cable, assigning numbers, and ensuring that user knows how to use the thing. The process can take weeks—and in the case of new offices—months. With a cloud phone system, all you need is an internet connection. You assign the number, add the user, and—voila—they have their own phone line. The whole process simple and instantaneous.

        Features

        When it comes to features, VoIP can’t be beat. Very simply, a landline has the limitations of a traditional telephone, whereas VoIP’s limitations are those of the internet—and virtually limitless. And while some may think they don’t need all those extra features, when they see a company leveraging things like mobility, device switching, and integrations in way that’s driving productivity and making a tangible positive impact on the business, they tend to shift that opinion. In short, a cloud-based VoIP system can do everything a traditional phone system can, and much more.

        Mobility

        Perhaps the most compelling benefit of cloud-based business phone systems is mobility. Most VoIP services can be used with any internet-connected device, so you’re free to work from your tablet, mobile device, or laptop—in or out of the office. This is especially important for creating a flexible workplace, allowing you to be productive at your very own convenience. With a landline, you’re tethered to your desk. Or you’re using a separate work sanctioned mobile device with separate number. Or call forwarding on your personal device. And none of those are ideal.

        One small caveat

        The quality of your VoIP connection relies on one important factor: The quality of your internet connection. If you’re located in an area with poor internet connection, then the landline is your lifeline—stick with it for now. The good news is that most internet service providers are constantly improving their infrastructure to make poor connectivity a thing of the past.

        The last wire

        The landline has been around for some time. But for business, cloud-based VoIP is here, and it’s here to stay. Save money, be more productive, and stay connected with the switch. The landline may work for some, but many companies are starting to see the benefits of VoIP and the difference it can make.


        To learn more about how VoIP could be the right fit for your company, reach out to our team at Dialpad.

        ]]>
        Three Ways Voice Intelligence is Going to Make Every Meeting Better https://www.dialpad.com/blog/voice-intelligence-makes-meetings-better/ Wed, 04 Sep 2019 12:00:00 -0700 https://www.dialpad.com/blog/voice-intelligence-makes-meetings-better/ The elephant in the room: No one actually likes meetings. As the creators of meeting software, we really wish it weren’t the case. But it’s true—they often feel like an unwanted distraction. A chore. Something you have to do, but often doesn’t create any real value. And there’s merit to that sentiment: unhelpful meetings contribute to why 60% or less of work time is spent productively.

        While meetings will always exist, they shouldn’t be a waste of time. And with our Voice Intelligence (Vi) technology, they won’t. Instead of leaving flustered, wondering why you were there to begin with, you’ll be able to focus, contribute, and overcome the challenges that plague virtually every meeting that’s ever been had.

        Challenge: What did I miss?

        It happens to the best of us. You show up to a meeting late. You missed a key point someone was making. Or worse, you completely zoned out for the first half of it. UberConference sends a detailed post-meeting transcript within minutes of your meeting’s end. Using natural language processing and speech recognition technology, the post-call transcript provides you with everything you need to know about what happened in the meeting, including who said what, when, and what the highlighted action items were in a handy meeting summary. That means it’s easy to get up to speed on all the important details without having to ask someone to repeat what they said with a just-woke-up expression on your face.

        It’s also a handy record of what was discussed. As time passes after your meetings, details can become fuzzy. Your transcript is like a photograph of the meeting—preserving everything exactly as it was in the moments it happened.

        Challenge: I can’t remember who said what and when

        A room full of fast-talkers will trip up even the best legal stenographer, never mind us mortal note-takers. You’re bound to miss key details in the midst of trying to capture everything. Worse, when you don’t catch who said what, you’re stuck hunting those details via email, phone or in person, and that’s just not a good use of anyone’s time. Very simply, it's hard to be effective when you’re not sure who said what, and what action items come out of very meeting.

        UberConference’s keyword search function lets you search for specific words in the written transcript of your meeting. This saves time that would’ve been spent either sifting through the transcript or hunting down coworkers to clarify those fleeting details. The ability to search within post-call summary ensures you know those important next steps, get questions answered, and effectively collaborate with your co-workers.

        Challenge: What next steps?

        It happens all the time—a room full of people going back and forth on project or task specifics. One person volunteers to help, another recommends someone who isn’t in the meeting to get a key piece of information, someone else suggests a more efficient way of getting things done and then…. nothing happens and no one’s sure why.

        Unless you’re taking notes rapid fire—and as we discussed above, you probably aren’t—it’s hard to capture who’s doing what. In fact, 46% of employees rarely or never leave a meeting knowing what they’re supposed to do next. Because employees don’t remember who’s following up with what, deadlines are missed, projects are stalled, and bosses become not happy.

        UberConference’s native Voice Intelligence can actually capture those all important action items. And because Vi knows who said what and when, it can tell you who’s going to do what. Gone are the days of fumbled responsibilities, missed deadlines, unnecessary phone calls, and time wasted drafting embarrassing follow-up emails. Vi means you’re never left in the dark about who’s responsible for what after a meeting ends.

        None of this means you can just kick back and check out in meetings while Vi takes care of all these small details. Very much the opposite. Voice Intelligence’s primary function is to relieve you of these annoying housekeeping tasks so you can actually focus on what’s being said. You’ll be free to focus on the topics at hand and contribute to solving problems rather than creating a record of what’s said and what you’re supposed to do.

        Learn more about how Voice Intelligence is making your UberConference meetings better.

        ]]>
        Meeting Face-to-Face—UberConference Launches Video 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 UberConference’s video 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. Video conferencing not only makes 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 KPIs and even retention. Even though the availability of communication 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 UberConference video is making face-to-face meetings easy.

        ]]>
        Up & 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 is 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 phone number.

        Once assigned, users can log into the platform to start placing 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 and requires a Dialpad Enterprise plan type. Interested in learning more? Check out our feature page or drop us a line below.

        ]]>
        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, 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 teams 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, SMS, and video conferencing into a single platform, organizations can create a streamlined experience for both buyers and sellers. In addition to this, many modern 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

        AI is rapidly gaining traction in the sales world. 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 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:

        Step

        When

        Action

        Content/Resources

        1

        Once qualified and claimed in CRM

        Send email

        Use “Intro Deck” and email template

        Refer to “Valid Business Reason checklist”

        2

        3 days later

        Phone call

        Use call script

        3

        Same day

        Email follow up

        Use email template

        Share case study video

        4

        2 days later

        LinkedIn

        Connect on LinkedIn/Use “LinkedIn Connection Template”

        5

        3 days later

        Send email

        Use email template

        Invite to monthly webinar

        6

        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 Sell 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 KPIs, consolidate as much information in Hubspot as possible. Our team noticed that across the board, people were really curious about Voice Intelligence and how they can incorporate AI 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 the Customer: Fleetsmith https://www.dialpad.com/blog/meet-customer-fleetsmith/ Tue, 24 Sep 2019 01:30:00 -0700 https://www.dialpad.com/blog/meet-customer-fleetsmith/ Fleetsmith is a fleet management solution for companies that use Apple devices across their organizations. It provides a mobile device management system that allows IT teams to automate tasks and processes like setting up new devices, applying patches, enforcing policies, updating security, gathering intelligence, and more.

        We recently interviewed Dan Levinschi, VP of Global Business Operations at Fleetsmith to hear more about how Dialpad is implemented and what they’re seeing as the biggest successes.

        Q: Why is business communications important to Fleetsmith?

        Dan: Fleetsmith’s entire organization needs some form of a communication or telephone system. From engineering to marketing, people operations, our executive team and sales, we rely on the phone system to operate day to day.

        Q: What were some challenges you were facing before Dialpad?

        Dan: Prior to Dialpad, our employees were using their personal cell phones and expensing the cost to the company. This is not a scalable solution, and for insights into important calls like sales calls, we weren’t able to track anything.

        Q: What were you looking for while evaluating business phone systems?

        Dan: We’re a very security conscious company, and all of our data needs to be under control ⁠— this includes all of our IT systems, especially communications. We needed secure software that IT could manage and control—with Dialpad, we have just that.

        Q: What are some of the biggest benefits you’re seeing with Dialpad?

        Dan: Now that we have everything centralized on Dialpad, we are seeing some great benefits. We integrated Dialpad with our Salesforce instance, and now everything is automated for our sales team. They are dialing straight from opportunities, everything is tracked, and we have call data. Instead of asking reps, I can just go to the call dashboard to see what our sales team is doing and how many calls they’re making.

        ]]>
        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 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!

        Foot Guy, in case you were wondering.



        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.

        ]]>
        Breaking Down Communication Barriers With DISC https://www.dialpad.com/blog/break-down-communication-barriers/ Tue, 08 Oct 2019 01:00:00 -0700 https://www.dialpad.com/blog/break-down-communication-barriers/ If we live in a technologically advanced world in which we have countless ways to communicate and collaborate, why is it that workplace communication is at a low point? Here are some eye-opening facts about workplace communication that should be concerning to every organization:

        • 86% of employees and executives say workplace failures stem from a lack of collaboration or ineffective communication.
        • Businesses can increase profit by up to 21% when they have highly engaged employees compared to those who do not.
        • According to the Holmes report, 400 corporations (with 100,000+ employees) estimated that $62.4 million per year in lost productivity is taken from the average corporation due to communication barriers.

        It’s pretty clear that understanding and highlighting communication barriers in your company can save you time, productivity, and resources. Everyone has their own personality and communication style. Learning about different personalities can prepare you on what to expect, how to respond efficiently, and most importantly improve collaboration and workflows.

        Just like the popular personality tests such as the Enneagram or Myers-Briggs, DISC is a well-known behavior theory researched by Dr. William Moulton Marston that has been used in various applications including businesses. A comprehensive and helpful tool for teams, DISC offers a non-judgmental way to understand and assess main behavior differences.

        Here’s how the four personality profiles break down:

        “D” Personality

        D is goal oriented and self-confident. They like to take action, get immediate results, and do things the “fast way.” Their biggest weakness? Sensitivity to others and patience. Just be careful when sending an email to a D...you’ll want to narrow down the discussion to key points.

        “I” Personality

        I personality is optimistic, engaging, and not afraid to voice their opinion. They work at a fast pace, but enjoy teamwork and collaboration. Their biggest weaknesses are time management, completing tasks, and being unrealistic. Don’t forget to set boundaries with an I. Be generous with recognition for ideas, abilities, and contributions—this person thrives on praise.

        “S” Personality

        Someone with an “S” personality is team-oriented, patient, helps others, and needs to double check on many things. Communicating with an S takes more patience and broader support when making a decision. Their biggest weaknesses are dealing with change and most of all...saying “no”. If you’re dealing with this personality type, make sure you load up support and constant encouragement.

        “C” Personality

        A “C” personality is analytical, logical, accurate, and reserved. Because C’s are detail oriented they need time to think things through-- Be specific in your communication and give the “why” for any decisions being made. Their biggest weaknesses are over analyzing, perfectionism, and the need to express feelings at work.

        Ultimately, you can’t always capture and simplify someone’s entire personality using tests. But this test offers a starting point that can be used to understand and clarify unnecessary communication barriers. Collaboration and creativity thrives in workplaces that communicate better. Take the DISC personality quiz to learn which personality style describes you best!

        ]]>
        Dialpad Attends 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.

        Here Are the Four 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 at dialpad.com/careers

        ]]>
        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 hard-line 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 engagement technology and telephony technology is 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 AI 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 Voice Technology 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 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 data.

        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 tech.

        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 message. 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. Voice Intelligence and tools that provide real-time guidance put guardrails up and 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 Sell 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, Voice Intelligence 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.

        ]]>
        From Marketing Sucks to Going Off Message: A Podcast is Born https://www.dialpad.com/blog/from-marketing-sucks-to-going-off-message-a-podcast-is-born/ Fri, 01 Nov 2019 00:00:00 -0700 https://www.dialpad.com/blog/from-marketing-sucks-to-going-off-message-a-podcast-is-born/

        My first idea for a podcast was to call it “Marketing Sucks.” The positive: I have a lot of opinions on marketing. The negative: I’d have to spend all of my time interviewing marketers...something that interests approximately .0008 percent of the population—myself excluded. So, I decided to lean into my natural tendencies and talk about all of the people, companies, and campaigns crazy enough to go off message in sometimes stupid and sometimes brilliant ways. Hopefully, not get fired in the process.

        Plug to keep my job: There is no better business phone system than Dialpad. My boss, the company’s CEO, Craig Walker, IS A GENIUS.

        I like to say that I’m an accidental CMO, in that:

        1. I’ve wildly exceeded my guidance counselor’s expectations of my career potential.
        2. Being a CMO is a love-hate relationship. On a good day, it’s one of the most creatively fulfilling corporate jobs in the world. On a bad day, you feel like a piece of roadkill that’s been hit by a tractor trailer, picked over by a pack of vultures, then had a video of it shared on TicTok by crazed digitally-obsessed teens (i.e. my son and his friends).

        So, it’s with that in mind, that I’ve launched Off Message, a podcast that mixes humor, irreverence, occasional nuggets of wisdom and frequently angry rants on tech, marketing, sales, and more. For our first episode, I invited my good friend and CEO of Lucidworks, Will Hayes, to talk tech, search platforms, 90’s internet, comic books, the misappropriation of the word hustle, Buddhism, and more.

        Now, you may be thinking, “Oh, Keith. You like to think you’re so original. But everyone has a podcast these days. You’re just following the crowd. That’s totally not off message.” Well, here are my top four reasons you’re not wrong. But maybe you’re also right? Either way, download, listen, rate and review!

        1. I excel at one-liners and pepper them throughout the series. You’re welcome. Sneak peak, you ask? Of course. “No feelings, just data.” “It’s a feature not a bug.” “Only assholes use the BCC line.” “Thought leaders make bad plumbers.” “Aspiration ain’t cool.” And a telephony crowd pleaser... “There’s no I in VOiP.”
        2. I’m really good at BBQ. In episode three, you’ll get to hear all about vinegar, BBQ, and the South.
        3. I’ve invited Barack Obama to be on the show and we’ll host it in my garage as soon as he says yes.
        4. I created an email address that you can use to send feedback: yourpodcastsucks@dialpad.com. FYI, it only goes to my producer. You can also connect with her on LinkedIn and send any complaints. Her name is Jennie Held. Just kidding. Not really.
        ]]>
        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 AI features like voice intelligence technology that incorporates call transcription, natural language processing, and real-time recommendations.

        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.

        ]]>
        Four Steps for Building a More Secure Conference Call https://www.dialpad.com/blog/building-a-more-secure-conference-call/ Mon, 25 Nov 2019 13:10:00 -0800 https://www.dialpad.com/blog/building-a-more-secure-conference-call/ Web conferencing is a rapidly growing part of modern work culture as teams are increasingly remote, mobile and geographically dispersed. However, its popularity has also exposed new vulnerabilities. The industry is particularly susceptible to targeted instances of automated attacks for eavesdropping. A recent disclosure from the Prying-Eye Report detailed a spate of these attacks, highlighting the need for providers to give customers features that adequately protect and secure their video conferences. As part of our commitment to creating safe, easy to use products that our customers can trust, we wanted to highlight four features we provide to make your meetings secure and private:

        1. Locking Conferences: Lock conferences to prevent new participants from joining so you know that your meeting is private and secure.
        2. Conference PINs: Set participant and organizer PINs that can be given to attendees in advance to create an additional layer of security in every meeting.
        3. Manage conference attendees: Organizers can kick out meeting participants or evict viewers that have not dialed in.
        4. Notifications of attendees: Know when someone enters a meeting before you join by setting up text or email attendee notifications.

        We recommend using these features to enhance your visibility into--and control over--your meetings. At Dialpad, we created these features because security and privacy are our priority. We continue to take proactive steps and are not aware of any malicious attempts to access UberConference meetings. However, if for any reason, you need to report an issue, please reach out to our support team immediately. For additional information regarding the infrastructure security of UberConference please see https://www.dialpad.com/trust.

        ]]>
        Five Ways IT 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.

        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.

        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 every part of your workflow.

        Phone Systems

        The 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.*

        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.

        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.

        ]]>
        Afraid To Answer Your Phone? Here’s Why https://www.dialpad.com/blog/what-causes-phone-anxiety/ Fri, 06 Dec 2019 09:58:00 -0800 https://www.dialpad.com/blog/what-causes-phone-anxiety/ What do spiders, clowns, and a ringing phone have in common? Fear.

        For some people, the thought of picking up a ringing phone brings about as much anxiety as getting on a plane (or jumping out of one). And while the fear or avoidance of phone conversations isn’t exclusive to social anxiety (which affects around 15 million people in the US), it can be one aspect of it.

        Can the anxiety around a phone call actually force people to avoid the phone altogether? Maybe. According to one study by Pew Research, the average cell phone owners in the US is only making or receiving around 12 calls per day—a separate study done by Informate slashes that number in half.


        Why the Fear?

        1. You have no idea how the other person feels

        How much easier is it to know how someone feels about a proposal when you can deliver it face to face? That’s because a big chunk of how we communicate and ultimately understand one another is non-verbal.

        But you lose all that when you hop on a call. Instead, you’re left to infer meaning from what the other person is saying—without the aid of seeing the smirk or scowl on the other end to guide you. And the not knowing, as the saying goes, is often worse than anything else.

        2. You feel under pressure

        How many times have you re-read an email before hitting send, tweaking the same line over and over again? The beauty of text-based communication like email or Slack is that you have all the time you need to collect your thoughts, to present the best version of yourself, etc.

        But a call doesn’t grant you that same opportunity. On the phone you’re expected to pay attention to every word, to respond thoughtfully and concisely—all while keeping the person on the other line engaged. And for people in roles like sales or support, the pressure to have the right answer right when in the moment is even higher: 74% of consumers that have a bad phone support experience are likely to choose another business the next time they shop.

        3. You’ve had a really bad phone experiences in the past

        Whether it was an interview for a promising new job or you had the misfortune of catching your boss in a particularly bad mood, sometimes phone phobia stems from having had a tremendously bad previous phone experience.

        And just like the first time you fell off your bike or watched a really scary movie, one bad experience can make you want to avoid a phone call at all costs.

        While certainly not as simple as just picking up the phone, people with phone phobia can learn how to overcome their anxiety and become more comfortable with phone conversations—we’ve even highlighted a few best practice tips here.

        ]]>
        Afraid to Answer the Phone? Try These 3 Tips https://www.dialpad.com/blog/tips-to-overcome-your-phone-phobia/ Fri, 06 Dec 2019 10:51:00 -0800 https://www.dialpad.com/blog/tips-to-overcome-your-phone-phobia/ In our first post, we explored telephone phobia, the number of people affected, and some of the cited reasons people have experienced it. In this post, we’re going to highlight three best tips to help you pick up the phone with a bit more confidence.


        3 Tips to Overcoming Phone Phobia

        1. Take time to ask yourself where your anxiety is coming from

          How much easier is it to solve a problem when you know the answer? Duh, very. Which is why before you do anything to try to overcome your anxiety you should ask yourself:

            • When do you feel the most anxious (ex: when I receive an unexpected call vs when I have to have a difficult conversation with a colleague)
            • Are there certain people you work or associate with that seem to trigger your anxiety? What about the opposite—are there people you know that you always feel comfortable with whenever you’re on the phone?
            • Are there specific topics of discussion that bring about your anxiety? Salary conversations, for example, have been known to make even the most confident person a bit queasy

            2. Practice makes perfect...or at least, better than before

            This is going to seem obvious but the best way to overcome a fear is to face it, head-on, until it doesn’t bring on the anxiety it did before. It’s also going to be the hardest one to stick to. It’s human nature to avoid the thing you’re afraid of and it’s even easier with so many other options out there: text, WhatsApp, Slack, email, carrier pigeon...

            But the fact is, you can’t get any better unless you practice. Ask any professional athlete, musician, writer, actor—you get the idea. Of course, you probably want to start off with simple, no pressure kinds of conversations with colleagues before hopping on that 11th-hour price negotiation.

            3. Keep your go-to resources close by

            It’s bad enough having to deal with the anxiety around not feeling prepared for a phone call but what’s even worse is thinking you’re prepared, only to have the wind (figuratively) knocked out of you with a surprise question or shift in the subject.

            Sans developing mind-reading capabilities overnight, the best way to walk into a conversation with confidence is being prepared with all the pertinent info you have. And if the calls you’re having can happen from the comfort of your desk or home office, even better—you can keep everything you need right in front of you for quick access without the other person ever knowing.

            It Can Get Better

            Overcoming your fear around the phone isn’t going to happen overnight but it will get better with some time, practice, and the understanding that we’re all trying to get better at something. The good news is that you don’t have to do it alone: talking to others about the anxiety you feel, receiving support from your colleagues and friends will certainly go a long way in helping you navigate your fears.

            Plus, with the shape of tech today, there are so many workplace tools that can help raise your phone call confidence, whether that’s because they can bring together all the info you need in a single place before you hop on a call or by offering you some guidance on what to say when you’re feeling a bit lost for words.

            The point is, no matter what device or tool you use, it’s the conversation you’re having that’s going to make or break the call. And that’s what we’re building for you here at Dialpad: a better call through the conversation, not the device.

            ]]>
            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, 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 the 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 more than 62,000 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:

            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 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

            Read the full report to see for yourself why Dialpad is a leading VoIP Provider!

            ]]>
            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.

            ]]>
            Managing to the 40 Percenters https://www.dialpad.com/blog/managing-to-the-40-percenters/ Tue, 07 Jan 2020 09:50:00 -0800 https://www.dialpad.com/blog/managing-to-the-40-percenters/ Having managed teams for over a decade, I’ve seen that there are two common pitfalls that managers encounter when leading a team: they either focus too much of their time and energy managing the high performers, or spin their wheels managing the low performers. The truth is, neither is effective. If leaders instead spent their time managing the “40 percenters” team performance would improve dramatically.

            The most appealing way to manage a team, and the default for most leaders, is to spend most of their time and energy coaching the high performers. It typically takes the least amount of effort and it is the most enjoyable. These high performing employees likely have a good understanding of the business and are strategic thinkers with a consistently high level of execution. Why wouldn’t a leader want to spend most of their time managing this group? Not only does it feel good to manage people who are successful, it is often the easiest way to achieve accolades yourself.

            The first challenge with this approach is that spending a disproportionate amount of time and effort managing your high performers doesn't scale. By definition, your high performers are a small, select group and not where the lion-share of your people resource lies. On top of that, most high performers thrive in a working environment with more autonomy and ownership, which lends itself nicely to less hands-on management, not more. Especially at Dialpad, where managers can use our products to review activity, sentiment, and follow up items, there is no need to micromanage your high performers. So unless a meaningful percentage of your high performer’s time is spent coaching the rest of your team (which is a great idea in theory but one that is rarely implemented) the manager is diverting attention away from those that need it most to the group that likely needs it the least.

            But don’t be fooled: managing to your lowest performing employees can be just as detrimental, if not more, to a leader’s effectiveness. The amount of time and energy it would take a manager to meaningfully improve a lower performer’s abilities enough so that they make a substantive impact on the business rarely has a positive ROI. And often, part of the reason why your low performers are your low performers isn’t just skillset. Low performing employees are typically ineffective, at least in part, because they are unengaged or uninterested in the job. This means that their likelihood of making significant strides is low, but the time suck for management is unreasonably high.

            Instead, the best use for the majority of a leader’s time is spent managing to the 40th percentile of employees. These “40 percenters”, or the lower band of your average performing employees, is the group that, broadly speaking, should receive most of the manager’s time and resources. These employees have the opportunity, with pointed guidance and clear direction, to raise the standard of performance broadly across the team. The 40 percenters are already ramped, have some understanding of the business, and know the players on the field for your business and your customers. The 40 percenters are often on the cusp of being high performers, and therefore see achievement as attainable. Because of that, they take feedback seriously. And often, the 40 percenter’s pain points reverberate across the team. By improving the 40 percenter’s performance, you’ll help more of your team than you think.

            Last point: it might not be immediately apparent, but your average performers are often your most visible employees. Not necessarily to the organization broadly (those are often your high performers) but to your team, the average employees are by definition the standard and pervasive. So if your high performers incrementally improve based on your management, it does little for motivation or morale among the masses. And if your low performers improve, after much painstaking effort, it likely still won’t make enough impact to matter. But raising the standard bar of performance for your 40 percenters will inspire, motivate, and produce a consistently better work product for the majority. This scale is what matters: not just for your team, but raising the bar for your entire organization.

            ]]>
            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 Sell

            Even closers need a little help getting there. So we built a phone system just for them—Dialpad Sell—that combines all the core features that every rep needs to get the job done like reliable call quality and seamless 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 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 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 our Ai, Voice 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 UberConference Video

            With UberConference Video, 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 Voice Intelligence in Dialpad, it only made sense to bring it over to UberConference. No one wants to take meeting notes...like, literally no one. And with Voice Intelligence, 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

            • 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/ Announcing Dialpad’s Customer Referral Program

            Right up there with cubicles, water coolers, potted plants, metal filing cabinets, fax machines, fluorescent lights, and Phyllis from The Office is that cringeworthy black or gray deskphone — 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 cloud-based business 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 sales 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 potential.
            • 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.

            In this series, 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 our 7 tips to having better conversations 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? Try one of these suggestions from GetLighthouse:

            • Your Career/Growth Goals
            • Team Improvement
            • Self Improvement
            • Personal Topics
            • Interpersonal Issues

            #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 captures your meeting minutes 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 actually 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?

            #5 Don’t Let Emotions Overrule Clear Thinking 🤯

            As tempting as it can be, try to keep the conversations you have with your boss from going overboard on feelings. It’s ok to express emotions but do so in a productive way. The goal isn’t to vent to your boss until you feel better, it’s to make them aware of a problem that’s stopping you from growing and to come away with a proposed solution.

            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.

            #6 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.

            #7 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 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 us today.

            ]]>
            Dialpad is Bringing New Value to Startups at Silicon Slopes 2020 https://www.dialpad.com/blog/dialpad-for-startups-at-silicon-slopes-2020/ Fri, 24 Jan 2020 10:50:00 -0800 https://www.dialpad.com/blog/dialpad-for-startups-at-silicon-slopes-2020/ This month, the Dialpad team is headed to one of the biggest startup events of the year, Silicon Slopes. It’s a two-day tech summit in Utah, a place where the tech scene is rapidly expanding and job growth is one of the fastest in the nation. In fact, more than 6,500 startups call the beehive state home.

            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.

            As we head into Silicon Slopes ‘20, I’m excited to meet and interact with some of the nation’s, and Utah’s, most innovative founders and startups. Learning about their challenges and triumphs will both inform new ways of thinking about scaling, and reinforce what we already know—startups are hard! But the reward is worth the journey.

            And when I say startups are in our DNA, I mean it. Dialpad is the third startup under our founders’ belts. They’ve lived through the growing pains of building several companies. And because of that, they know that your phone system is the last thing you should have to worry about.

            That’s why this month we announced the launch of Dialpad for Startups, a program that supports early-stage companies with free and discounted seats of all Dialpad products. Discounts continue as companies grow, and startups that enter the program will never pay full price for any of our products, ever.

            We wanted to create a program that enables founders and new companies to join and get value immediately. I’m excited to showcase the program at Silicon Slopes, and get feedback from some of Utah’s and the nation’s most interesting startups in-person.

            Dialpad is also a sponsor at this year’s event. Stop by our booth G11 for awesome swag, hot chocolate, and to chat about all-things business communications for your startup or portfolio.

            See you at the slopes!

            ]]>
            New Year New Phone: 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 on the state of voice found that 92% of customer interactions still take place over the phone. 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 is also a platform that you can leverage to help you better communicate and collaborate with others. Numerous modern brands have already moved their business phone systems to the cloud 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 in the new year, here are the top 10 features to look out for --

            1. HD Calling (VoIP)
            2. Multi-Party Conferencing
            3. Call Recording
            4. Local and International Availability
            5. Call Analytics
            6. Virtual Receptionist
            7. Call Forwarding and Routing
            8. Call Blocking
            9. Business App Integrations
            10. Mobility - Any Device, Anywhere, Anytime


            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 communication between callers. 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 actually also helps 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 discussion on the phone, most traditional phone systems limit that to a three way call. A business 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 3 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 enables users to 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 practical 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 that rely on verbal acceptance of products and services, call 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 users 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.

            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. Furthermore, 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 voice intelligence. For many companies, call data is a great resource for improving customer service and reaching KPI goals. Business phone systems with voice intelligence capabilities and call analytics help to provide critical insights for various teams within the organization. From tracking trends to coaching employees, call analytics and voice intelligence are two of the 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 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 party.

            Call Forwarding and Routing

            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. As the number of spam calls reached a ghastly 26 billion in 2018, 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 a user in the first place. Then users have the option to set rules for inbound calls coming from “anonymous callers” or callers not currently in their contact list. One of the additional options is IVR screening, which asks the caller to state his or her name before being connected. Finally, users 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 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 help desk or customer success platform, 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.

            According to a 2018 study, more than 70 percent of people globally work 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 & 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 & 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 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 Voice Intelligence. She received her PhD in Linguistics from the University of Toronto in 2017, with a focus on sociolinguistics and morphosyntax.


            Footnotes

            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

                  ]]>
                  Get to the Heart of the Matter with UberConference + Slack and Intercom https://www.dialpad.com/blog/get-to-the-heart-of-the-matter-with-uberconference-slack-and-intercom/ Tue, 04 Feb 2020 11:00:00 -0800 https://www.dialpad.com/blog/get-to-the-heart-of-the-matter-with-uberconference-slack-and-intercom/ If you’ve ever read a choose-your-own-adventure book, you know at some point you’re going to be faced with making a decision. And with each page turn, your storyline (or path) changes, leading you to an ending that either leaves you satisfied or frantically thumbing your way back to the start (it’s okay, we all did it).

                  Today, workplace communication is a lot like that. Email or Slack? Text or call? And just like the books, the channel you choose can potentially lead you astray: a single email turns into a three-day thread; your weekly conference call leaves your team snoozin’ rather than following along.

                  But that’s where tech can help.

                  Instead of having all these choices and channels living in separate ecosystems, the right combination of workplace tools can give you a single point of focus. And when you need to pivot, whether that’s from a text to a call or a Slack to a screenshare, you can.

                  Which brings us to our latest announcement: starting today, customers can launch an UberConference meeting straight from Intercom or Slack and get to the heart of the matter faster.


                  UberConference for Intercom: Deliver Real-Time Support

                  With UberConference for Intercom, agents can walk customers step-by-step through tough spots and ensure that every question is heard and answered.

                  UC + Intercom | How It Works

                  The UberConference app for Intercom gives you online meeting functionality from within Messenger.

                  During a chat, agents can select the UberConference icon to initiate a meeting card invite with their customer or prospect. Your meeting invite will include details like:

                  • Your Name
                  • Your meeting URL (to join online)
                  • Your meeting dial-in number (to join by phone)

                  Clicking the join meeting button will launch the UberConference web interface and give both customers and agents the ability to join a video or audio meeting. The customer can then view a screen share from their browser without needing to install any software.


                  Slack: Where Teams Come Together

                  With UberConference for Slack, teams gain an easily accessible meeting platform to clear up confusion, connect with people outside of Slack, or just gain a little face time.

                  UC + Slack | How it Works

                  The UberConference app for Slack gives you easy access to your online meetings platform right inside Slack.

                  To initiate a new meeting, simply use the /uberconference command to generate your meeting card which includes details like:

                  • Your Name
                  • The timestamp of your meeting invite
                  • The # of people already on the call with their displayed Avatars
                  • Join button


                  And when your meeting wraps up, UberConference will automatically thread your meeting notes plus a link to your call recording under the meeting invite so everything you need is still accessible from Slack.


                  No Pens, Pins, or Downloads

                  UberConference is the only meeting platform that’s ditched pins and downloads to deliver the easiest path to collaboration.

                  With UberConference, automate your meeting notes and keep track of next steps with our Voice Intelligence™ Ai-powered summaries that include:

                  • Your entire call transcription with clear speaker separation
                  • A link to playback the audio recording
                  • Highlighted action items that help pinpoint your next steps
                  • A sharing link to easily loop in other team members

                  Teams can start using the UberConference integration today by visiting the Intercom App Directory or Slack App Directory.

                  ]]>
                  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 Voice Intelligence--real-time coaching, call transcription and more--that will be the great differentiator for the most innovative companies. In the world of emailing texting, SMS, 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.

                  ]]>
                  ICYMI: 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 coaching your agents on how to deliver top-notch support.

                  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 analytics view via dialpad.com
                  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 List to dive into all the calls that match including the person that made or received the call
                  4. Verify that you’ve got the right call by clicking on the Vi button to expand your call summary—which will give you not just the full transcript but 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, just select the + icon in the list view to add it to an existing playlist or create a new one


                  Tip:
                  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

                  50+ hours a week. That, according to one survey by Harvard Business School, is the number of hours that the vast majority of service professionals (94% to be exact) put into the workweek. Yikes.

                  And 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 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 ✨


                  Get to the ❤️ of the matter with UberConference, Intercom, and Slack

                  Slack? Email? Meeting? Carrier Pigeon?

                  We’re not here to shame how you connect, we’re just here to help you do it better. That's why we partnered with Intercom and Slack to deliver an easier way to pivot your conversations from chat or shared channel to an UberConference.

                  From troubleshooting customer calls via screen share to checking that everyone’s on the same page before kicking off your next project, teams can now initiate a new UberConference invite straight from either platform.


                  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 Actually 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:

                  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 channel when you work remotely. Period. 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/ Craig Walker, Founder and CEO, Dialpad

                              Starting a business is hard. Sometimes it’s brutally hard. And odds are that all the work you put into your business: the grueling labor, long hours, and low pay...is going to end up for naught. I’ve heard that 90% of startups fail, and it’s likely true. But that also doesn’t mean the other 10% become Google and Facebook. A small minority do, but “not failing” doesn’t always mean “great success." In other words, starting a company is hard and high risk.

                              I’ve been lucky enough to be in on the ground floor for three great startups. The first was acquired by Yahoo!, the second by Google and my current company, Dialpad, is scaling to over $100m ARR and going after a massive market. After 20 years of founding and growing tech startups, I’ve come up with a list of 10 pieces of advice I’d give myself 20 years ago before starting on this journey.

                              10 Tips for Building a Great Business

                              1. Fix a problem that bothers you. You have to have conviction to power through all the challenges that come with starting a business. First, it’s likely that what you are trying to build is not super obvious or it would have been done before. There are going to be a lot of people second guessing your decision, so stay strong. Second, it’s hard to have a ton of conviction about things in the abstract. I need to feel the pain in order to work to fix it. I couldn’t believe conference calls still required entering a PIN and/or an access code to join the call...so we built UberConference. Feeling the pain firsthand gives you confidence in what you are building and helps to overcome doubts and negativity.
                              2. Be hands-on. You can’t outsource leadership and you can’t sit back and wait for others to build your vision. As a founder and CEO, I’m actively involved in the details to understand things better. A great CEO should be able to have intelligent conversations with engineers, product managers, designers, customer support, sales, finance, HR, etc. That can’t be done from the sidelines and getting involved is the only way I’ve found to really have a pulse on the company and business. I remember when getting my MBA, a roommate was going to work for PepsiCo after graduation. He was going to make a great salary, but he was required to spend the first 2 years working in a Taco Bell. Not only that, he was going to start at the bottom of the ladder and work up to manager before moving back to PepsiCo HQ. By the time he was managing the Taco Bell he’d already spent 18 months doing every single job in the restaurant and knew what it took to be successful inside and out. I never forgot that.
                              3. Be scrappy. Cash is oxygen to a startup and wasting cash is like wasting oxygen. If you’re not scrappy from the get go, it will reverberate throughout the organization. You’ll see things like new hire requests for every job that needs doing rather than stretching the team to take it on themselves, or you’ll suddenly have layers of middle managers all worried about their career progression and find nobody taking responsibility for the end user. People will start wasting the company’s money: things like expensive dinners, excessive travel, and nice hotels will become the norm. It all starts with being scrappy and that mentality evaporates instantly once you stop. Never lose that edge.
                              4. Start with a great team. The single best piece of advice I can give is to put together a team of co-founders and early hires who share your values. When you have that type of deep connection and shared values, you can overcome anything. Starting with a scrappy, hard working, customer-focused team is the key to building a scrappy, hard working, customer-focused company. Avoid the rock stars (unless they share your values) and hire the people you want in your foxhole when things get rough. Because things will inevitably get rough. Having a rock solid relationship and confidence in your team and co founders will get you through a lot of adversity.
                              5. Focus on the customer. Happy customers should be the goal of every business. Sweat the details in the product. Use it often and test it yourself. And just like point #2 about being hands on, you personally need to live the end user’s journey and you should always be looking for ways to improve the experience for your customers. I remember the first time I used an iPhone and opened the calculator: I turned the phone sideways, and it switched to a scientific calculator with a lot more functionality. I thought then that if Apple put that much thought into the calculator, they must really have given a lot of thought to the phone calls, camera, messaging, apps, and everything else. And they did.
                              6. Find a big market. I’ve heard people say that a VC won’t be interested in any startup going after a market smaller than $1B. To me, that actually sounds small. I love the idea of going after huge markets; it means you can find a niche or create a big opportunity by making plays the big players will overlook. Being able to focus on a certain aspect of a big market not only gives you a chance to be super innovative in that segment, it also protects you from somebody taking over the entire market and putting you out of business.
                              7. Stay true to yourself. This sounds a little trite, but every startup and every founding team has natural tendencies and natural strengths. You might be an engineering driven company, or a product driven company, or a design driven company, and you should leverage that natural DNA and use those strengths to your advantage. Nothing is more unnatural than trying to be something you’re not. It just doesn’t feel right to anyone. I’ve seen a lot of B2B SaaS startups trying to become an “Enterprise” company because they (or their investors) believe companies that can serve the Enterprise market are more valuable. But just because it’s an attractive market doesn’t mean you’re going to be good at it and you might be missing your strengths and other opportunities trying to be something you’re not. Find your fit and hammer away at it. See #6 above: if the market is big enough, you can find success in smaller segments that might be a more natural fit.
                              8. Realize everything has a cost. This is a tough one for me because everything sounds exciting and doable. When there’s a potential partner or a new product idea, it’s really tempting to get excited about it and go after it. Same goes for customers: when there’s an opportunity to land a big customer, it’s tempting to chase it, even if you know they might not be a great fit. You get convinced that your great team can solve any problem and can make any customer happy. And that might be true, but it does come at a cost. Your roadmap gets disrupted as you try to build solutions that your new massive customer demands. Your other customers get less attention, and you personally are getting on calls and flights to make that customer happy. It might be the right call in the end, but remember, everything has a cost and the most successful startups should focus on minimizing costs.
                              9. Have fun. Life is too short not to enjoy what you’re doing. You’re running a startup...how great is that?! Enjoy it. Enjoy the people you work with. Enjoy the challenge and the grind. Celebrate successes. Be excited to get out of bed and attack the day. It wouldn’t be possible to put in the effort needed to build a successful startup if you weren’t having fun doing it. And going back to #4 about starting with a great team: these are your co-founders and earliest employees, so make sure they are positive people and will pump you up. There are going to be plenty of mistakes along the way, so having positive and fun people around you will help you recover from those mistakes quickly.
                              10. Create a great culture. Culture gets a lot of attention these days, and rightfully so, but to say “create a great culture” is too prescriptive. Culture comes from doing the right things every day and showing up ready to create great things every day. By being hands-on, scrappy, caring about the customer, having fun, and staying true to yourself, the culture flows organically from that and is a by-product of the great company you are building.

                              Best of luck on the journey, it will surely be an adventure. And, as Hellen Keller wrote, “Life is either a daring adventure, or it is nothing.”

                              ]]>
                              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/ Written in collaboration with Dialpad Sales Enablement Manager, Alex Whisenhunt:

                              A successful sales journey begins with effective sales prospecting. Business decision makers are constantly flooded with invitations to connect from all channels, making it harder and harder to stand out from the crowd and actually get in touch with prospects. Here are 7 sales prospecting tips and best practices to help turn your cold calls into warm leads.

                              1. Reach out to the right leads
                              2. Determine the right channel for outreach
                              3. Ask for referrals and warm introductions when possible
                              4. Personalize your outreach
                              5. Make your outreach engaging
                              6. Leverage technology
                              7. Keep trying and experimenting to up your game


                              Reach Out to the Right Leads


                              Before the sales prospecting process even commences, it’s critical to understand who are the right leads for you to reach out to. Create an ideal customer profile and prepare a set of qualifying questions to help you connect with the right people from the right organizations. If a company isn’t a good fit or doesn’t have a use case for the product or service you are offering, all of your efforts will be in vain regardless of how amazing your sales pitch might be. Similarly, once you determine that the company is a good fit, use your time wisely and contact the right person (or persons) from this company.

                              It’s ideal to connect directly with someone who is a decision maker in accepting or rejecting your business proposal. But, since that’s not always possible, try to get in touch with a contact who either has a major influence on the decision making process or can put you in touch with someone who does. It’s neither efficient nor effective to go after just any lead without considering whether it’s the right fit, so always do your due diligence first and make sure you are reaching out to the right leads.


                              Determine the Right Channel for Outreach


                              Nowadays email is the easiest and most common channel for initial sales prospecting, but other methods such as social selling, text messaging, direct mail, and yes, the phone call, are still being widely used as well. Depending on your product or service, the company and person you are reaching out to, how much your prospect knows about your brand, and where you are in the outreach process, some channels might be more effective than others. Contacting the prospect through the right channel can save you a lot of time, so it makes sense to do some initial research to determine the best method of contact.

                              Ask for Referrals and Warm Introductions When Possible


                              While third party review websites and proprietary customer case studies can be helpful, nothing works like a direct referral from a happy customer or mutual connection in getting your target buyer to respond to your outreach. Leverage tools like LinkedIn to find out who you and your prospect know in common, and if appropriate, ask the shared connection to make an introduction. Alternatively, you can ask to use the mutual contact’s name in an email. When leveraging this strategy, make sure to ask first. This is not only to be respectful, but also a way to make sure that the mutual connection is an active and appropriate contact for a warm lead.

                              A friend once asked to use my name in his outreach email to one of my LinkedIn connections. After seeing that his target lead was someone I only met once at a conference and who happens to work for a competitor’s company, however, I let the friend know that I would be a cold source in this situation. Mentioning my name would probably not increase the chances of him getting a response, and it could even create confusion for the prospect. A referral can be extremely effective for sales prospecting, but only when given by an active and appropriate contact.

                              Personalize Your Outreach


                              While it’s not economical or practical to send a gift in the mail to every hot lead, it is necessary to make your outreach as customized and personal as possible. Whether it’s an email, a handwritten note, or a phone call, use a personal tone in your communications to make your prospects feel heard and valued. Personalization starts with something as fundamental as addressing your contact by the right name, but then it takes thorough research to build rapport and provide value based on the respective circumstances of your prospective customers.

                              To capture your audience’s attention and build rapport, you can reference to things like your shared interests such as sports and hobbies or that you share the same alma mater or both former employees of the same company. You can allude to a recent personal (but not too personal) change in their lives such as a recent promotion or publishing a new article. Alternatively, you can bring up public posts by contacting relevant topics to your business.

                              It’s important to understand what your leads’ pain points are, so you can refine your message to address their unique needs. It’s also beneficial to know where they are in their buyer’s journey so that you can leverage the right content to engage them.

                              One time I received a highly personalized introduction video from a SaaS company where the video addressed me by name. It was a great strategy and definitely captured my attention, but unfortunately it was a wasted effort because I was already a paying customer of theirs. Finally, remember that your outreach should be about your prospects and not about you. Forward them relevant resources and content that they will find helpful, invite them to attend webinars or events, and when it makes sense, send them personalized gifts through platforms like Alyce based on their interests outside of work.

                              Make Your Outreach Engaging


                              -Email: People’s inboxes are inundated with sales prospecting and promotion emails, and so it’s vital that you stand out from the crowd. It’s important to make your outreach not just relevant, but also engaging. And that applies to the subject line that gets your prospects to open your email in the first place, your initial messaging that piques their interest, and all the supplemental materials you send thereafter. Use creative ways to captivate your target customers and keep things interesting.

                              -Phone Call: Maintain a friendly tone and use active listening. Make this call all about your prospect and meeting their needs, not about you. When it comes to a phone conversation, the best way to be interesting is to be interested. Be genuinely curious and ask questions to understand their business/role. The outreach call is also a great opportunity to learn more about your leads so you can better prepare for the next steps in your sales process. Here are some additional tips on cold calling.
                              -Other Channels: Whether it’s social selling, direct mail, or other methods, understand your audience and make your outreach stand out.
                              Regardless of channel, make sure to align your marketing and sales when it comes to sales prospecting so that the two teams can inform each other and streamline the process.

                              Leverage Technology


                              Sales prospecting can be challenging, but it’s easier now than ever with the help of a myriad of sales automation tools. Leveraging a sales dialer can drastically increase the number of cold calls you can make in one day, while use email tracking software can help you assess email engagement and set up automated follow ups. Dialpad Sell is a unique business phone system that also works as a sales automation tool. In addition to being a sales dialer, it also integrates with your CRM and leverages