We’re a Strong Performer in 2023 Gartner® Peer Insights™ “Voice of the Customer for Contact Center as a Service” Report!

After a year of rapid innovations in our contact center product, we’re thrilled to share that Dialpad has been peer-recognized as a Strong Performer in this year’s Gartner® Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

Besides receiving the most reviews overall out of all the recognized vendors, Dialpad also got a “Willingness to Recommend” rating from 87% of reviewers, which we believe is truly exciting as we continue to evolve and add to our unique Ai-powered Customer Intelligence platform.

“We’re extremely proud to be recognized as a Strong Performer in the Gartner Peer Insights ‘Voice of the Customer for Contact Center as a Service’ report,” said Craig Walker, Founder and CEO. “As superior customer experiences continue to fuel today’s successful businesses, Dialpad continues to strengthen its position and grow market share as an enterprise-grade industry leader in delivering instrumental artificial intelligence and necessary insights for improved employee and customer experiences.”

Along with our recent strategic re-investment into Dialpad Ai research and development; the introduction of unique new features like Ai CSAT (a real-time, predictive engine for customer satisfaction), and the launch of Agent Empowerment and new features like Ai Agent Assist, this is just the next step in showing the power that Dialpad Ai brings to IT decision-makers, contact center teams, and enterprises around the world.

“Dialpad Ai CSAT makes our agents more aware of how they present themselves and raises the performance bar within our contact center, because even if the customer does not fill out the survey, the interaction still generates customer feedback,” said Rena Bishop, Information Technology Supervisor at Human-I-T.

“We speak to hundreds of customers each month but receive very few responses to our customer feedback survey. Now, with Ai CSAT from Dialpad, we can easily check the predictive rate in real-time and combine with the survey responses for a more complete picture. Our customer service department loves it because it gives us feedback without inconveniencing the customer.”

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Ratings and reviews based on 110 reviews as on November 2022.

Gartner,Voice of the Customer for Contact Center as a Service, Peer Contributors, 30 January 2023.

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