Dialpad Announces Strategic Vision for Agentic AI

Martechvibe

23-05-2025

Dialpad is advancing the development of agentic AI to support the next generation of CX, focusing on more adaptive, autonomous customer service. Staff Writer May 14, 2025
Dialpad, Inc., an AI-powered communications intelligence platform, has announced its strategic vision for agentic AI, along with platform updates aimed at improving real-time intelligence and operational efficiency. Dialpad's Agentic AI platform is designed to support what Gartner refers to as 'pre-emptive customer service' – anticipating and addressing customer needs before they become issues.
The platform enables autonomous systems that handle customer interactions proactively, adjust in real time, carry out complex tasks with limited supervision, and manage transitions between AI systems and customer support agents without disruption.
'Dialpad's journey has always been about more than just communications. Our platform's unique ability to coach agents in real time is just the beginning, and we will always keep pushing the boundaries further,' said Craig Walker, Founder and CEO of Dialpad.
'We're laser-focused on revolutionising customer interactions, with systems that adapt in real time and complete complex tasks. This is about transforming CX and empowering businesses to serve their customers in an entirely new way.'
ALSO READ: Dialpad Adds Digital Channels, Virtual Agents To Its AI Contact Centre
Dialpad is developing agentic AI to support evolving CX needs, with a focus on adaptive and autonomous service capabilities. Its contact centre platform currently uses built-in AI features to provide real-time guidance during live calls, and future updates aim to introduce agentic systems capable of managing more complex interactions with limited human input.
Raymond Dunne, Vice President of Operations at Foley, said, 'With Dialpad's AI, we saw an immediate impact. At Foley, regulatory compliance is mission-critical for our customers. We've created an extensive AI Live Coach library that serves as a real-time guide, ensuring our agents always provide accurate compliance information. This saves our supervisors hours each week.'
The platform will also include an agent management toolkit, designed to improve efficiency and accelerate time-to-value for agentic implementations by up to 75% compared to typical execution timelines.
Dialpad improved its Microsoft Teams integration by adding contact centre features for Microsoft-focused enterprises. This includes easier setup with direct routing, two-way presence syncing, and a better embedded experience within Teams.
This integration enables organisations to operate Dialpad's advanced AI-powered features directly within Microsoft Teams while maintaining full visibility, control, and an exceptional CX.
Dialpad's agentic platform will be available in fall 2025.
ALSO READ: Dialpad Launches AI Labs
The Martechvibe team works with a staff of in-house writers and industry experts.
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Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market.
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Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle.
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HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals.
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Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales.
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Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics.
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Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
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Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio.
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