SAN FRANCISCO, CALIFORNIA- October 19, 2021- Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced its acquisition of Koopid, the premier AI-driven platform for an omnichannel customer experience (CX). The addition of Koopid technology will bring comprehensive omnichannel support, including chat, messaging, self-service, and social media, to Dialpad Contact Center. Koopid will seamlessly integrate with Dialpad Voice Intelligence (Vi™) to optimize CX through easy-to-use digital engagement and empower brands to differentiate with personalized customer service.
“The Age of the Customer has transitioned into The Experience Age where the customer, employee and end user experience is now the great differentiator.” 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.”
With the acquisition of Koopid, Dialpad will offer a superior omnichannel experience enabling companies to improve digital engagement with customers and build brand loyalty. The Koopid CX platform enables brands to deliver a modern, connected, and personalized customer experience within and across all digital channels. Koopid technology simplifies customer-to-company engagement and offers a broad spectrum of channels, empowering the customer to initiate contact through any channel. The infusion of Koopid’s omnichannel technology with Dialpad AI will offer companies a 360-degree view of customer interactions and synchronize conversations across all channels to boost CX by eliminating account detail repetition by the customer.
“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.”
“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,” continued 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.”
Q Advisors, a global TMT investment bank, acted as financial advisor to Koopid in connection with this transaction.