A workspace without limits: How WeWork transformed global communication with Dialpad

Since 2010, WeWork has changed the game regarding flexible workspaces, giving businesses and entrepreneurs a place to connect, collaborate, and get stuff done. With 738 locations across 35 countries, it provides secure, fully equipped offices so teams can focus on their work—not on managing tech headaches.

But behind the scenes, keeping communication running smoothly across a global network is no small task. That’s where Chad Pierce, VP of Technology at WeWork, comes in. He’s responsible for the systems that power WeWork’s spaces, from network infrastructure to customer-facing communication tools.

For years, WeWork relied on 25+ different providers for building phone lines and four separate applications for its contact center. It was a logistical nightmare.

“We had different providers across regions, and none of them were connected. Scaling was incredibly difficult,” Chad said. “For our contact center, we were using four different applications that didn’t integrate well, so tracking performance and ensuring a seamless customer experience was tough.”

It was time for a change.

One platform to replace them all

“Dialpad helped us consolidate our communication system,” Chad said. “We went from four contact center applications down to one. And for our building lines, we replaced over 25 different providers with a single platform. That alone was a huge win.”

Switching to Dialpad meant WeWork could streamline call management, reduce costs, and make updates in real time—without jumping through hoops.

“For our building lines, it was knowing that we could manage everything on one platform and deploy seamlessly,” Chad explained. “With our contact center, Dialpad’s built-in features covered what other providers would have required us to custom-develop. It was the best choice by far.”

As WeWork moved its sales team away from legacy desk phones to cloud-based softphones, it was a straightforward transition to Dialpad. The team could continue working productively and scale quickly, and they made the switch without missing a beat.

“One of the best parts about migrating to Dialpad was the hands-on customer service,” Chad said. “Dialpad worked through each part of the overall experience, and listened to our service requests, instead of just aiming to collect revenue—there was never hesitation from the team to jump in and get it done.”

Now that WeWork is using Dialpad's professional services business phone service, downtime is a thing of the past. Nothing can set back business (especially when you’re a global business like WeWork) like a communications outage, so having a reliable platform is huge.

And just how reliable has Dialpad been? According to Chad: “We haven’t had a major outage since using Dialpad over the last few years.”

A game-changer for sales: Better insights, more efficiency

For WeWork’s sales team, Dialpad is a competitive edge. Every rep gets a Dialpad line, which they use for both outbound outreach and inbound calls. And because Dialpad works seamlessly across desktop and mobile, sales teams have the flexibility to take calls, close deals, and stay connected from anywhere.

“The ability to transition from an office location to being on the go and closing deals has been huge for us,” Chad said.

One sales rep even sealed a last-minute deal at 11 PM, quarter-end, all because he was able to take the call on his Dialpad app. “That wouldn’t have happened with our old system,” Chad noted.

Beyond flexibility, Dialpad’s Ai-powered tools have transformed how WeWork tracks and improves sales performance.

Ai Sentiment Analysis helps managers understand how reps interact with prospects, giving them insight into tone and messaging effectiveness. Ai Scorecards have also made performance tracking more quantifiable, giving managers a clearer picture of how reps are doing—not just in terms of call volume, but quality.

Before Dialpad, coaching relied on self-reported call logs, making it tough to get a true read on performance. Now, managers can track trends by rep and region, providing more tailored coaching.

“We used to rely on self-reported call logs. Now, we can actually measure performance and see trends, which has been a huge upgrade for us,” Chad said.

Contact center transformation: smoother operations, happier customers

When WeWork set out to consolidate its fragmented contact center, one requirement stood out: seamless Salesforce integration.

“Our sales and support teams live inside Salesforce,” Chad explained. “If we had to jump between platforms, it would have cut our productivity significantly. Having Dialpad fully integrated with Salesforce makes our teams super efficient.”

With Dialpad, reps click-to-call directly from Salesforce, log every interaction automatically, and use the power dialer to streamline outbound calls.

But efficiency isn’t just about speed—it’s also about better insights and smarter decision-making. WeWork’s teams are now testing call transcriptions in non-English speaking regions, particularly in Southeast Asia, to improve coaching and service consistency.

And for the first time, they’re able to measure and improve key success metrics:

• Improved NPS (Net Promoter Score)

• Lower abandonment rates

• Shorter handle times

“We weren’t measuring these before because we had so many different applications,” Chad said. “Now that it’s centralized, we can track and improve consistently.”

The impact goes beyond internal teams. Outsourced support teams now benefit from Dialpad’s coaching feature, helping managers maintain a consistent customer experience.

“Now, our managers have better insight into how our outsourced teams are performing and can track consistency across the board,” Chad noted.

Eliminating 200 cell phones: Major cost savings and messaging adoption

For years, WeWork employees needed corporate cell phones just to send business-related text messages—a costly and inefficient workaround. That’s all changing with Dialpad.

“We’re poised to eliminate 200 corporate cell phones because now, our teams can text directly from Dialpad,” Chad said. “That alone is going to bring us major cost savings on 200 lines of service.”

Beyond cutting costs, WeWork’s teams have fully embraced Dialpad’s built-in messaging. With 92,000 messages sent per month, internal communication is faster and more seamless than ever.

By consolidating calling, messaging, and contact center operations into one unified platform, WeWork has eliminated redundant tools and boosted efficiency—without sacrificing functionality.

Looking ahead: Global expansion and more Ai innovations

Dialpad has become a key partner in WeWork’s global expansion, helping the company scale its operations efficiently.

In the last year, WeWork has expanded its contact center into Southeast Asia, with Latin America next in 2025. With Dialpad’s seamless platform, they’re set up for success as they continue to grow across new regions.

“Dialpad is reliable. It’s seamless. It just works. And we know the support is there when we need it,” Chad said.

Beyond expansion, WeWork is also looking forward to leveraging Dialpad’s latest Ai advancements to enhance both customer and employee experiences. From smarter automation to deeper insights, Dialpad’s innovation will help WeWork stay ahead of customer needs while improving internal efficiency.

As WeWork continues to evolve, Dialpad remains a trusted partner, ensuring that no matter where in the world work happens, communication is always seamless.