Intelligent cloud communication and collaboration platform company Dialpad has announced its acquisition of Koopid, an AI-driven platform for omnichannel customer experience, which will bring omnichannel support, chat, message, self-service and social media to its contact center platform.
According to the company, Koopid will integrate with Dialpad Voice Intelligence to optimize customer experience through digital management and create a product designed to help customers provide a more personalized customer service and help build brand loyalty.
The Koopid platform is designed to simplify customer-to-company management across a variety of channels and monitor key details throughout the interaction, offering a full contextualized view to the agent and giving companies a 360-degree view of customer interactions while synchronizing conversations across all channels to eliminate account detail repetition.
Dailpad CEO Craig Walker said in a statement that the “Age of the Customer” has become the “Experience Age” in which the experience of the customer, employee and end user are equally important. That experience needs to be mobile-friendly and remote-work functional to meet the needs of the distributed workforce, Walker said.
“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,” Walker said. “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 CEO and co-founder Dr. Venky Krishnaswamy in a statement called Dialpad the “fastest-growing and most innovative company” in the unified communications– and contact center- as-a-service space.
“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, Krishnaswamy said. “We anticipate a bright future together and look forward to leading CCaaS innovation as part of the Dialpad team.”