Call center automation software keeps getting smarter, but many contact centers still lose time to slow call routing, shaky speech-to-text, and missed customer cues. Modern solutions increasingly rely on an IVR platform to streamline call handling and improve customer interactions. Want to stay ahead by tracking Dialpad news and learning which updates actually lift customer experience, agent productivity, and business growth? This article guides you through Dialpad’s next innovations in conversational AI, cloud communications, call transcription, and speech analytics so you can pick the changes that matter in the coming year.
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What’s New in Dialpad in 2025?
Dialpad News just announced the Agentic AI Platform, a new offering that lets businesses build autonomous voice and text agents that act on behalf of users. These agents understand multi-step requests, plan actions, and execute them end-to-end across existing systems with secure connectors.
The release emphasizes reusable Skills and Workflows to automate everyday journeys such as scheduling, order lookups, lead qualification, and account management, while keeping a seamless handoff to humans when needed.
From Chatbots to Real Action: Changing the Way Customers Get Help
For years, contact centers relied on brittle chatbots, static FAQs, and IVR menus that pushed work back on customers. Dialpad’s platform replaces passive retrieval with agents that take real steps to resolve problems.
Craig Walker, CEO and Founder, put it plainly:
“Customer service has been operating on autopilot for years. We built the override.”
He tied this shift to Dialpad’s history of real-time AI coaching for agents since 2018, illustrating how the company transitioned from assisting humans to enabling AI to act directly within workflows.
Autonomous Resolution and Immediate Business Value
Dialpad reports these agents can resolve up to 70 percent of customer requests from day one.
Typical tasks include:
- Authentication
- Refunds
- Scheduling
- Order management
When an agent needs help, it escalates to a human with the full context intact so the customer never repeats themselves. That reduces handle time, frees staff for complex work, and preserves customer trust by keeping data and intent intact across transitions.
Model Mix Architecture: Smart Selection for Speed and Depth
The platform uses a model mix to choose the right balance of speed and sophistication per task. Dialpad runs its proprietary models and taps leading large language models where appropriate, routing requests to the best fit.
This hybrid approach keeps latency low for routine actions while enabling deeper reasoning for complex tasks, all within the communications stack, so teams avoid heavy integration projects.
Low Code Agent Development That Ships Fast
Dialpad built low-code tools and sandbox simulations so teams can design, test, and deploy agents in weeks rather than quarters. Developers and business users reuse Skills and Workflows as building blocks, accelerating rollout across multiple customer touch points. What once required months of engineering now becomes a rapid iteration cycle that supports A/B testing and gradual scaling.
Seamless Context Continuity Across Channels
Conversations carry across voice, chat, SMS, WhatsApp, and other channels with full history preserved. Continuity matters for customer experience and agent efficiency because it removes friction when conversations switch from an autonomous agent to a human.
The platform stores interaction context in a unified data layer so follow-ups feel natural and personal.
Trust and Safety Built Into the Core
Dialpad designed enterprise-grade policy enforcement, PII redaction, and real-time safety monitoring into the platform.
Shezan Kazi, Head of AI Transformation at Dialpad, emphasized trust:
“Organizations don’t just need AI that can act they need AI they can trust to act.”
Customers can deploy production-grade voice and chat agents that connect to CRM and back office systems while keeping observability and strict controls on data access and actions.
Vendor Neutral Connectors and Real System Integration
The platform exposes secure connectors to CRM, support tools, and back office systems on a vendor-neutral foundation, allowing teams to continue using their existing technology stack. That reduces vendor lock-in and simplifies adoption for enterprises that already rely on best-of-breed products. Integrations are treated as first-class components, so agents act directly in the systems that drive outcomes.
Use Cases and Early Adopters Seeing Measurable Gains
Early adopters in healthcare, retail, real estate, recruiting, automotive, and legal services report faster resolutions, lower cost to serve, and higher customer satisfaction.
Examples include:
- Appointment scheduling for clinics
- Automated trade-in and order status checks for dealers
- Lead qualification for real estate teams
These deployments show that agentic AI can reduce repetitive work and scale consistent handling across high-volume tasks.
Human and AI Collaboration: A Practical Playbook
Robin Gareiss, CEO and Principal Analyst at Metrigy, underscored the balance between automation and human judgment: “The trick for CX leaders will be knowing when humans should take the lead and vice versa.”
Dialpad’s model supports that symbiosis by providing humans with context-rich transfers and using agent outcomes to retrain and refine agent behavior. Teams can monitor agent performance, set thresholds for escalation, and tune Skills as part of ongoing operations.
Platform Enhancements and Service Expansion in 2025
Key 2025 updates include:
- The Agentic AI Platform itself expanded reusable Skills libraries
- A low-code agent builder
- Sandbox simulations
- An enhanced connector catalog
- A unified data plane that learns from interactions to anticipate needs
Dialpad also improved analytics, added more enterprise controls for safety and compliance, and extended industry templates to accelerate vertical adoption. These upgrades are part of a product announcement cadence that positions Dialpad as a leader in AI-driven CX tooling.
Operational Impact and Productivity Gains
By automating routine tasks and preserving conversational context, teams see shorter average handle time, fewer transfers, and improved first contact resolution. Agents spend more time on high-value work while supervisors get richer coaching signals from integrated real-time coaching and performance analytics. The net effect is higher workforce productivity and improved customer metrics that matter to revenue and retention.
Market Positioning and Strategic Vision for Contact Centers
Dialpad frames this update as an architectural transformation for customer experience and contact center automation. The company leverages its communications platform heritage and AI investments to offer a product that acts rather than only informs.
That stance aims to change expectations for what contact center AI should do, pushing the market toward automation that integrates closely with the systems teams already use. What will CX leaders prioritize next as agentic AI becomes mainstream for contact center transformation?
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Dialpad Release Notes 25.09.30
This release centers on workforce management accuracy, coaching language controls, and resilience in integrations and transcription. It adds new WFM controls, improves language handling for coaching and AI transcripts, and resolves several critical bugs affecting contact edits and long call search. Install the desktop update or use the web portal to pick up these changes.
Track Adherence Using Agent Statuses
Admins can now map agent statuses to adherence reporting in Dialpad WFM. Map custom and existing statuses so adherence accurately reflects true agent activity, including non-queue work. This provides more precise reports on logged time, exceptions, and adherence gaps; reach out to your Customer Success Manager to join the Early Adopter Program for this feature.
Business Hours Sync Into Dialpad Wfm (EAP)
Business hours configured in Dialpad will automatically sync to WFM. When your office hours vary by day or week, queue settings and schedule alignment update to match your configured hours. This feature is available in the Early Adopter Program; contact your Customer Success Manager for enrollment.
Activities Management for Dialpad WFM
WFM activities now have a dedicated section in Dialpad WFM Settings. Create, edit, or delete activities from one place, confirm queue links to ensure reporting accuracy, and assign agents by skill for automated schedule creation. These controls simplify how non-call work and exceptions appear in forecasts and adherence reports.
Improvement: AI Language Control for Coaching Teams
Coaching admins can set IVR, voicemail, and AI language for trainees at the Coaching team level. Coaching teams initially inherit Office defaults, and admins can select a different language from the Coaching team settings to match trainee needs. This helps transcripts, AI coaching suggestions, and voicemail handling use the correct language model for trainees.
Improvement: Salesforce CTI Resilience
Unsaved fields such as notes, subject, and dispositions are now restored automatically when the Salesforce CTI or the Salesforce page is refreshed. This preserves in-progress work across tabs and reduces data loss when agents reload or switch contexts during a call.
Improvement: Expanded Company Dictionary Across Languages
Admins can add new words to the company dictionary for all AI-supported languages:
- English
- Spanish
- French
- Italian
- German
- Japanese
- Dutch
- Portuguese
- Korean
Adding domain-specific terms improves transcript accuracy and reduces misrecognition in calls and recordings.
Critical Bug Fix: Edit Contact Issue
Fixed an issue where some users could not edit a shared contact created by another team member. Shared contact edit permissions now function correctly across teams and offices.
Critical Bug Fix: Transcript Search Failure in Long Calls
Resolved a problem where the transcript search failed for terms inside long calls. Search now completes for extended recordings and returns accurate hit locations.
Other Fixes and Behind-The-Scenes Improvements
Several minor bugs and platform reliability issues have been addressed to enhance overall performance and stability. Routine backend optimizations and telemetry updates have been included to reduce intermittent errors.
How to Get This Update
Update your Dialpad desktop app or sign in to the Dialpad web portal to access the latest release. If you participate in Early Adopter Programs, contact your Customer Success Manager for access and enrollment details.
Have Questions or Need Enrollment for EAP Features?
- Contact your Customer Success Manager or raise a support ticket from the Dialpad web portal.
- Can I draft a message to send to your CSM requesting EAP access or assistance with these settings?
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Dialpad’s Channel Strategy And Legacy
Dialpad grew out of a lineage in telephony and unified communications that dates back to GrandCentral and Google Voice.
That heritage shaped its early product choices:
- Cloud first
- Voice and messaging are tightly integrated
- An emphasis on ease of deployment for end users
Early hires from Google, including the CTO who worked on Google Voice, gave the company deep telecom engineering skills and the mindset to treat communications as a platform rather than a box. Those roots show in product design, but they also show in go-to-market choices. Channel partners proved to be the most efficient route for scaling communications services across various verticals and geographies, and the company leaned into those relationships early on.
How The Channel Strategy Evolved Over Time
In the beginning, Dialpad moved like many UCaaS vendors, courting SMBs and selling direct while experimenting with reseller relationships. Over time, the company formalized a partner program, expanded reseller and service provider relationships, and built distribution models to support enterprise rollouts.
More than half of Dialpad’s revenue flows through the channel, reflecting a shift from small direct deals to partner-enabled large deals. The channel has matured from basic referral and resale to whole solution selling, where partners bundle Dialpad with services, integrations, and vertical solutions for customers who need scale and compliance.
Partnership Models, Reseller Programs, and Service Provider Engagement
Dialpad’s channel mix includes:
- Value-added resellers
- Managed service providers
- Communications carriers
- System integrators
The vendor supports partner-led deployments for large enterprises and joint sales motions for complex contact center and support use cases. Partners bring larger deals and domain expertise in verticals like retail and automotive.
The company supports service providers with APIs and integrations, allowing carriers and managed service firms to white label or embed Dialpad into broader portfolios. That approach increased the company’s footprint in telco and IT ecosystems and helped embed Dialpad in customers who require managed connectivity and compliance.
Integrations, Developer Enablement, and Ecosystem Growth
Dialpad invested in APIs, SDKs, and platform features to let partners build custom integrations into CRM, workforce management, ticketing, and commerce systems. Those integrations turned Dialpad from a UCaaS product into a platform for conversational workflows and call center automation.
The partner ecosystem grew around those technical hooks:
- Resellers who offered vertical solutions
- ISVs who built connectors for retail and recruiting
- Service providers who integrated voice and messaging across customer stacks
Platform openness also helped Dialpad land on RFPs where enterprise buyers insisted on interoperability and native integrations.
How Agentic AI Changes Channel Economics and Partner Roles
The new agentic AI platform shifts the economics of deployments by delivering vertical templates and automation inside the communications platform. Partners can now provision agents for:
- Retail
- Recruiting
- Automotive
In under 30 minutes using no-code templates that handle authentication, routing, scheduling, and order management. Human escalation is built in so partners can design hybrid workflows where AI handles routine tasks and agents intervene on exceptions.
That reduces delivery time and increases deal size because partners can layer in customization, systems integration, and managed services. Does this change who leads the sale? Often, the partner becomes the integrator and the trusted advisor for customization and ongoing operations.
Dialpadgpt, Proprietary Conversational Data, and Safety as a Competitive Edge
Dialpad launched DialpadGPT in 2023, built on more than five years and 5 billion minutes of conversational data. Since then, the company has continued to expand its training corpus. The vendor now optimizes agentic models with upward of 11 billion minutes of business conversations and training data, which it uses to improve:
- Accuracy
- Speed
- Safety
Running models on proprietary conversational data allows Dialpad to control privacy and compliance while reducing dependence on third-party LLM providers. That control becomes a channel selling point for partners handling regulated industries that demand data residency, auditability, and lower risk profiles.
How Prior AI Investments Shape Current Capabilities
Dialpad has offered real-time AI features since 2018 and has built operational plumbing for scale, latency, and security. The company employs a deep bench of PhDs and holds AI patents that undergird product differentiation.
Those prior investments mean the platform can serve latency-sensitive contact center use cases while giving partners predictable integration points. When partners evaluate call center automation software, the extensive history of production conversational AI provides a factual advantage in procurement discussions.
Distribution, Enterprise Adoption, and The Reversal of The Adoption Curve
Traditionally SMBs adopt new tech first, then enterprises follow. With agentic AI, Dialpad observed the reverse: large enterprises are adopting quickly because the automation drives cost savings and service quality at scale.
Partners accelerate those enterprise deployments by packaging technology with compliance controls, change management, and support. For Dialpad, the result is a channel-centric motion where partners bring both deals and domain knowledge, and Dialpad supplies platform, models, and integration tooling.
Early Access, Partner Enablement, and Go to Market Sequencing
Dialpad launched the agentic AI platform through an early access program for existing customers and partners before broader availability. That allowed partners to pilot vertical templates and develop exercises to support rollout.
Enabling partners early helps accelerate case studies, build repeatable deployment playbooks, and smooth sales cycles for enterprises that expect proven references and operational runbooks.
How Organizational History Influenced Partner Strategy and Market Position
The founder’s background at GrandCentral and Google set a technical and product standard focused on telephony reimagined for the cloud. Early team members with Google Voice experience brought product rigor and engineering discipline.
Those decisions influenced a partner strategy that aimed to scale via channels while keeping product innovation in-house. By preserving a proprietary data moat and by investing in AI patents and people, Dialpad created a product that partners want to resell and integrate because it reduces their build burden and sets a defensible value proposition.
What Partners Get From Dialpad News, Product Updates, and Certifications
Frequent product updates, press releases, and program changes keep partners informed and able to position new capabilities. Partner certification tracks, deal registration, and technical enablement reduce friction for resellers and service providers to sell agentic AI and conversational AI solutions. Dialpad’s channel incentives and educational investments help partners move from transactional resales to managed services and vertical practices.
Questions for Partners and Buyers to Consider
- Do you have the integration resources to adapt no-code templates into workflow automations?
- Can your managed service practice absorb AI-driven agents into operational playbooks?
- How will privacy and model governance affect customer conversations and SLAs?
How These Strategic Moves Position Dialpad Among UCaaS and AI Contact Center Competitors
A long history in unified communications, combined with proprietary conversational data and a partner-centric distribution model, gives Dialpad a differentiated place in the market. The company can offer both base UC features and advanced agentic AI capabilities while letting partners package solutions for large accounts. Investors and buyers often look at channel metrics and product moats; Dialpad shows both a mature partner ecosystem and proprietary assets that support enterprise scale selling.
Who Benefits From Dialpad’s Channel-First Approach
Enterprises that need fast deployment, predictable compliance, and integration into complex stacks benefit from partner-driven deployments. Resellers and service providers benefit because agentic templates shorten time to revenue and create recurring managed services opportunities. End customers benefit from faster time to value and tighter links between conversational AI and core business systems.
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