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Randstad scales its global HR enterprise with a single Ai voice solution

Four people working together

If you’ve ever had to fill open roles for a global enterprise, you’ve probably heard of Randstad—the world’s largest talent company—and a global employment and staffing agency with 39 locations around the world.

With 46,000 employees serving millions of businesses and job seekers worldwide, communication is vital. But, their existing model of using different phone systems in each location wasn’t working well anymore. Managing so many separate local desktop applications was challenging, and maintaining the same service quality in every location was virtually impossible.

Fernando Brías Cobos, Global Branch Network and Voice Services Product Owner at Randstad Digital Factory, leads an international team that manages IT and voice communications. Who does he serve? All their recruiters who communicate with Randstad’s clients—essentially, a massive chunk of their 46,000 employees, many of whom wanted to move away from on-premises desktops.

“We wanted to move away from physical infrastructure, and we wanted a cloud-based voice solution,” says Fernando.

They needed a cloud-based solution that could support such a large global, modern—and still-and growing—team.

“We didn’t want to have to look for a different solution in each country”

There were several key reasons why Randstad selected Dialpad as their single voice service.

Most importantly, Randstad needed to consolidate its global IT services. Previously, their 39 offices worldwide were using independent voice services, many of which were legacy systems that weren’t serving their team well anymore.

“We wanted to have a global partner that we really trust and provide the same level and quality of service with a unified approach around the globe. We didn’t want to have to look for a different solution in each country.” Fernando shares.

Dialpad’s AI-powered communications solution, on the other hand, does everything that a legacy phone system can do—and everything that it can’t, with voice, video, chat, SMS/MMS, and more importantly, AI functionality fully integrated. Best of all, it gives Randstad’s team 100% uptime, so they won’t have to worry about dropped calls or service.

AI-powered transcriptions for when regulations prevent call recording

Today, Randstad’s recruiters work more seamlessly with Dialpad’s AI-powered communications platform, especially when they plan to implement call recording and voice transcription features, for the US team with their candidate calls:

Screenshot of Dialpad Ai transcribing a phone call in real time

With industry-leading AI that transcribes calls and even voicemails, takes notes, and tracks action items right in their enterprise communication solution, Randstad’s recruiters can save time, stay focused on their conversations, and provide more consistent and high-quality interactions instead of using many disjointed voice applications in each location.

It’s also a good workaround for Randstad’s teams in Europe, where call recording regulations are more stringent.

“A feature that is very important to us is Dialpad Ai's transcriptions, since in Europe, we’re not allowed to record [calls] as an internal policy,” says Fernando.

Integrations with recruiters’ favorite tools

One of the biggest reasons why Fernando and his team chose Dialpad was because Dialpad is a Google Cloud Partner, with a robust and polished Google Workspace integration. Currently, the team is using Dialpad’s integration with Google single sign-on, but they’re excited to start implementing the Google integrations such as Dialpad’s Chrome Extension too.

As a Google Cloud Partner, Randstad can also use its Google Cloud Platform committed spend to purchase Dialpad, which was a big factor when selecting Dialpad.

“It was essential for us to be able to spend the money used to purchase Dialpad towards our committed Google Cloud spend," says Fernando.

It was clear they needed a more flexible voice application that could expand and grow with them, regardless of their employees’ location, the team’s growth rate and size, and Dialpad just made sense as a Google Cloud Partner.

Not only that, but Dialpad’s Salesforce integration is also integral to their team’s current workflow. With click-to-call native calling, Randstad’s recruiters can enable power dialer mode directly in Salesforce with Dialpad to reach out to more candidates more quickly:

“Salesforce is also an important integration for us with Dialpad, with the click-to-dial functionality. You can make the call directly from the application, without having to use a different application. It’s integrated automatically in Salesforce,” says Fernando.

Screenshot of Dialpads Salesforce integration with embedded dialer

Unparalleled global migration and support

A couple of things have stood out to Randstad’s team so far. Because each of their 39 offices was using independent, local IT services, rolling out new software to their team worldwide was a huge feat.

Between communicating and coordinating with their global team, migrating sensitive data, and supporting the migration experience from beginning to end, Randstad has been impressed with Dialpad’s migration and support teams.

“[Dialpad’s] always been very supportive of us,” says Fernando. “It was all very new for us. We didn’t have a cloud-based solution in place, and we were learning as we went along. Last year, we first did the migration in NL, where we’re headquartered and have a huge team. Dialpad’s team gave a lot of visibility internally.”

Their following implementations in Netherlands, Switzerland, Austria and ANZ were swift, with fast and accurate admin management in over 1,400 departments. France, Belgium, and United States are coming soon.

“One of the things we found with Dialpad is that with the Professional Services team who implemented Dialpad, they’re really supportive, and they can do things as fast as we require..”

Looking ahead: Ready for 150% growth

Now that Randstad has completed the first stage of moving its global IT services to Dialpad, their next steps are to expand global operations with Dialpad—their anticipated growth? 150% in global users over the next 3 years.

Randstad’s team also plans to dive deeper into the Google Workspace integration, along with leveraging AI-powered transcription throughout their European offices. Dialpad is excited to partner with the team and continue helping them grow their global operations!

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