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How Dialpad Uses Voice Technology to Drive Our Own 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.

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