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Dialpad Acquires Koopid, Fortifies Customer Experience Offerings

The acquisition sees two of the most dynamic digital customer experience and communication platforms team up.

David Pepin

Industry-leading AI communication platform Dialpad has announced a new investment in its platform’s AI customer experience capabilities with the acquisition of Koopid, a digital engagement platform providing unique customer experiences across multiple industries. With the addition of Koopid, Dialpad integrates multiple modern digital customer engagement channels such as chat messaging, self-service, and social media. 

“The Age of the Customer has transitioned into The Experience Age where the customer, employee and end user experience is now the great differentiator. Experience is what matters most and it needs to be mobile-friendly and remote-work functional to meet customers on their terms, and meet people where they work,” said Craig Walker, CEO, Dialpad.

“The legacy on-premises providers, along with the first generation of cloud platforms, curb their customers’ ability to meet the rapidly changing needs of the modern consumer. Koopid digital engagement technology, as well as our recent acquisition of Kare Knowledgeware, will help Dialpad lead this industry from the front with innovative solutions for the complexities of tomorrow.”

Koopid’s AI digital customer engagement solution will be integrated with Dialpad Voice Intelligence to promote simple and personalized customer experiences. Personalization is key when it comes to engaging customers. Research suggests that when website content is not personalized, up to 74 percent of customers begin to feel frustrated. 

On the flip-side, the same study revealed that personalization on a website homepage has been shown to influence 85 percent of customers to buy. 

Personalized experiences are no longer a just a clever marketing strategy; they are essential. 

“Dialpad is building agile and flexible cloud contact center solutions for the next generation of forward-thinking customer service providers and Koopid is a key piece to enhance our offering,” said Walker.

“The addition of Koopid’s revolutionary technology brings full omnichannel support to Dialpad Contact Center and offers Dialpad customers the most advanced AI-powered cloud solutions in the contact center industry.”

Related: Genesys Expands Customer Engagement Solutions With Two Acquisitions

Around the world, Dialpad is used by diverse brands like Education First, Twitter, TED, Acquia, and Netflix to optimize their sales outreach and customer experience strategies.

Around the world, more than 7,000 customers and millions of business professionals will have access to the industry-leading AI customer experience tools from Koopid. 

“Koopid is thrilled to join Dialpad, the fastest-growing and most innovative company in the combined Unified Communications as a Service and Contact Center as a Service space,” said Dr. Venky Krishnaswamy, CEO and co-founder of Koopid.

“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. We anticipate a bright future together and look forward to leading CCaaS innovation as part of the Dialpad team.”