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Dialpad Partners Gain Stronger Contact Center with Koopid Acquisition

Koopid adds omnichannel support to Dialpad Contact Center.

Edward Gately

October 19, 2021

3 Min Read
Close-up of call center agent
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Dialpad partners now have an even stronger contact center offering with the company’s acquisition of Koopid, an artificial intelligence (AI)-driven platform for an omnichannel customer experience (CX).

The addition of Koopid technology will bring omnichannel support, including chat, messaging, self-service and social media, to Dialpad Contact Center. Koopid will integrate with Dialpad Voice Intelligence to optimize CX through digital engagement.

Dialpad didn’t say how much it paid for Koopid.

Craig Walker is Dialpad’s CEO. He said Dialpad partners have a lot to look forward to with this acquisition.

Keep up with the latest channel-impacting mergers and acquisitions in our M&A roundup.

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Dialpad’s Craig Walker

Dialpad channel partners now have new opportunities with an even stronger contact center offering from Dialpad, the one place for a truly unified communications as a service (TruCaaS) experience, one app to tap. With a TruCaaS solution delivered through a single pane of glass, and customer engagement all on one cohesive platform with AI at its core, Dialpad helps companies simplify business communications and collaboration.”

The Koopid Platform

The Koopid CX platform enables brands to deliver a connected and personalized customer experience within and across all digital channels. Koopid’s technology simplifies customer-to-company engagement and offers a broad spectrum of channels. The customer can initiate contact through any channel.

The platform orchestrates conversations across all channels, and maintains and monitors key details through the interaction, including intent. Moreover, it delivers a full view to the agent.

The infusion of Koopid with Dialpad will offer companies a 360-degree view of customer interactions, Dialpad said. In addition, it synchronizes conversations across all channels to boost CX by eliminating account detail repetition by the customer.

“The contact center market is expanding rapidly and poised for explosive growth over the next few years,” Walker said. “Dialpad is investing heavily in its cloud contact center solutions in order to lead the CCaaS industry during the next phase of expansion. The addition of omnichannel support through the acquisition of Koopd provides Dialpad partners a compelling competitive advantage tool for their customers which, in turn, equates to a formidable advantage for our partners.”

Enhancing Its CCaaS Solution

Dialpad is always looking for innovative technology to enhance its stack and specifically its CCaaS solution, Walker said.

“Koopid’s technology is very impressive and the timing was right for both companies to make this move,” he said.

Venky Krishnaswamy is Koopid’s CEO and co-founder.

“The contact center software industry is wide open for disruption and will be led by only the most forward-thinking organizations offering complete, cutting-edge solutions,” he said. “We anticipate a bright future together and look forward to leading CCaaS innovation as part of the Dialpad team.”

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Edward Gately or connect with him on LinkedIn.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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