Draft:Dialpad
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| Industry | Cloud communications, SaaS, Artificial intelligence |
|---|---|
| Founded | 2011 |
| Founders | Craig Walker, Brian Peterson, John Rector, Amrit Laxman |
| Headquarters | San Ramon, California , U.S. |
Key people | Craig Walker (CEO) |
| Products | Ai Voice, Ai Meetings, Ai Contact Center, Ai Sales |
| Revenue |  Over US$300 million ARR (2024)[1] |
Number of employees | Over 1,000 (March 2022)[2] |
| Website | www |
Dialpad, Inc. is an American technology company that provides a cloud-based, AI-powered customer intelligence platform. Its services include business voice communications, video conferencing, contact center solutions, and sales engagement tools. The company is headquartered in San Ramon, California.
History
[edit]Dialpad was founded in 2011 as Switch Communications by Craig Walker, Brian Peterson, John Rector, and Amrit Laxman.[3] Walker was previously a co-founder of GrandCentral, which was acquired by Google in 2007 and later became Google Voice.[3][4]
The company launched its initial business phone system product, Switch.co, in 2014.[5] In September 2016, Switch Communications rebranded to Dialpad and announced Dialpad Intelligence (now Ai Voice), which integrated AI capabilities such as real-time transcription and voice analytics into its platform.[3][6]
Funding
[edit]Dialpad has secured significant funding through multiple rounds:
- 2012 (as Switch Communications): Raised $14 million in a Series A round led by Andreessen Horowitz and Google Ventures, following its spin-out from incubator Firespotter Labs.[7]
- 2016: Secured $35 million in a Series C round led by Andreessen Horowitz, with participation from Google Ventures, Felicis Ventures, and Work-Bench. This funding coincided with the company's rebrand to Dialpad and the launch of its AI initiatives.[3]
- 2017: Raised $17 million in a Series D round from SoftBank Capital.[4]
- 2018: Added $50 million in a growth round led by ICONIQ Capital.[8]
- 2019: Closed a $100 million Series E funding round led by ICONIQ Capital, with participation from existing investors, aimed at challenging competitors like Zoom.[9]
- 2021: Secured $170 million in a Series F funding round led by OMERS Growth Equity, valuing the company at $2.2 billion.[10]
Acquisitions
[edit]Dialpad has made several strategic acquisitions to enhance its platform capabilities:
- TalkIQ (May 2018): A company specializing in real-time speech recognition and natural language processing for voice calls. This acquisition significantly bolstered Dialpad's AI-driven voice analytics features.[11][12]
- Highfive (September 2020): A provider of video conferencing and meeting room hardware and software. This acquisition allowed Dialpad to integrate more comprehensive video meeting capabilities into its offerings to better compete with standalone video conferencing services.[13]
- Koopid (October 2021): An AI-driven platform for customer experience and conversational AI. This acquisition was aimed at enhancing Dialpad's contact center solutions with more sophisticated self-service and agent assist capabilities.[14][15]
Products and Services
[edit]Dialpad provides a unified platform, marketed as an "Ai-Powered Customer Intelligence Platform," which includes:
- Ai Voice: A cloud-based business phone system offering voice calls, messaging, voicemail, and real-time AI features such as transcription, call summaries, sentiment analysis, and action item detection.[3][16]
- Ai Meetings: A video conferencing service with features including HD video, screen sharing, real-time transcription and captioning, automated summaries, and integrations with calendar applications. This service was significantly enhanced following the Highfive acquisition.[13][17]
- Ai Contact Center: A CCaaS solution providing omnichannel customer engagement (voice, chat, social media), AI-powered agent assistance, intelligent call routing, workforce management integrations, and analytics.[18]
- Ai Sales: A sales engagement platform designed to help sales teams with outbound calling, call logging, real-time sales coaching through AI-driven insights, and CRM integrations.[19]
The platform is built with a focus on integrating artificial intelligence across all its communication channels to provide real-time insights and automate tasks.
Technology
[edit]Dialpad's core technology revolves around its proprietary Voice Intelligence (Vi™) engine. This engine utilizes natural language processing (NLP), machine learning (ML), and automated speech recognition (ASR) to analyze conversations in real time.[3][6] Key capabilities enabled by Vi include live transcription, sentiment analysis, keyword tracking, automated summaries, and real-time agent coaching and assistance.[11] The acquisition of TalkIQ significantly contributed to these AI capabilities.[12]
The company emphasizes its "TrueCaaS" (Truly Unified Communications as a Service) approach, highlighting that its Ai Voice, Ai Meetings, Ai Contact Center, and Ai Sales products are built on a single, unified platform with a shared AI engine and user experience.[16] Dialpad operates its own global voice network to manage call quality and reliability.[10]
Business Model
[edit]Dialpad operates on a Software as a Service (SaaS) model, offering its communication and contact center solutions through tiered subscription plans. These plans are typically priced per user, per month, with different feature sets available at various price points to cater to small businesses, mid-market companies, and large enterprises.[10]
Reception and Market Position
[edit]Dialpad is recognized as a significant competitor in the Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) markets.[9][10] Its primary competitors include Zoom, RingCentral, Five9, Microsoft Teams, and other cloud communication providers.[9][20]
Industry analysts and media reports frequently highlight Dialpad's integrated AI capabilities as a key differentiator in the market.[3][6][10] The company's focus on a unified platform powered by AI is often cited as a strength, aimed at improving user productivity and customer engagement.[16] The acquisition of Highfive was viewed as a strategic move to enhance its competitiveness in the rapidly growing video conferencing market.[13]
Dialpad has received industry recognition, such as being named a "Visionary" in Gartner's Magic Quadrant for UCaaS. While direct references to such reports should ideally come from independent summaries or the reports themselves, Dialpad's own announcements of these recognitions are often reported by tech media.[21] The company's growth, particularly evidenced by its later funding rounds and increasing valuation, has been attributed to the rising demand for AI-driven communication solutions in the enterprise sector.[10]
See Also
[edit]References
[edit]- ^ Jason Lemkin (2024-05-22). "Dialpad: The Path to $300,000,000 in ARR (And Still Growing 50% YoY)". SaaStr. Retrieved 2025-05-27.
- ^ Gary Drenik (2022-03-29). "Dialpad CEO Craig Walker On Building A True Hybrid Work Model". Forbes. Retrieved 2025-05-27.
- ^ a b c d e f g Alex Konrad (2016-09-21). "Dialpad, Google Voice Co-Founder's New Company, Launches AI Tool And Nabs $35 Million". Forbes. Retrieved 2025-05-27.
- ^ a b Jonathan Shieber (2017-09-20). "Dialpad, which is like Google Voice for business, just raised $17M from SoftBank". TechCrunch. Retrieved 2025-05-27.
- ^ Sarah Perez (2014-12-03). "Switch.co Launches The Business Phone System, Reinvented For How We Work Today". TechCrunch. Retrieved 2025-05-27.
- ^ a b c Tom Krazit (2016-09-21). "Dialpad launches VoiceAI to transcribe and analyze voice calls". VentureBeat. Retrieved 2025-05-27.
- ^ Josh Constine (2012-10-16). "Firespotter Labs Spins Out UberConference, Nabs $15M From A16Z, Google Ventures For New Communications Platform Switch.co". TechCrunch. Retrieved 2025-05-27.
- ^ Ingrid Lunden (2018-07-31). "Dialpad adds $50M to its coffers as it takes its AI-powered voice platform international". TechCrunch. Retrieved 2025-05-27.
- ^ a b c Ron Miller (2019-12-04). "Dialpad raises $100M to take on Zoom and other enterprise communication players". TechCrunch. Retrieved 2025-05-27.
- ^ a b c d e f Paul Sawers (2021-12-15). "Dialpad nabs $170M at a $2.2B valuation as demand for its AI-powered comms platform surges". TechCrunch. Retrieved 2025-05-27.
- ^ a b Devin Coldewey (2018-05-16). "Dialpad acquires TalkIQ to double down on AI voice analysis for the enterprise". TechCrunch. Retrieved 2025-05-27.
- ^ a b Alex Konrad (2018-05-16). "Dialpad Acquires TalkIQ To Bring More AI To Voice Calls". Forbes. Retrieved 2025-05-27.
- ^ a b c Kyle Wiggers (2020-09-01). "Dialpad acquires video conferencing service Highfive to take on Zoom and Cisco". TechCrunch. Retrieved 2025-05-27.
- ^ "Dialpad Acquires Koopid to Deliver Seamless AI-Powered Customer Experience". Business Wire. 2021-10-05. Retrieved 2025-05-27.
- ^ Anmol Singh (2021-10-06). "Dialpad Deepens AI Offering with Koopid Acquisition". UC Today. Retrieved 2025-05-27.
- ^ a b c "Dialpad Launches New Ai Features to Boost Productivity". UC Today. 2023-02-09. Retrieved 2025-05-27.
- ^ Stephanie Condon (2021-11-10). "Dialpad launches Dialpad Meetings with AI-powered virtual assistant". ZDNet. Retrieved 2025-05-27.
- ^ "Dialpad Unveils Ai Contact Center with Self-Service Capabilities". UC Today. 2022-03-02. Retrieved 2025-05-27.
- ^ "Dialpad Launches Ai Sales". Destination CRM. 2022-05-16. Retrieved 2025-05-27.
- ^ "Dialpad vs RingCentral: Which Is Best?". UC Today. 2024-01-29. Retrieved 2025-05-27.
- ^ "Dialpad Named a Visionary in 2023 Gartner® Magic Quadrant™ for Unified Communications as a Service (UCaaS), Worldwide". Dialpad Press Release. 2023-11-30. Retrieved 2025-05-27.