Dialpad Beefs Up Contact Center with Kare Knowledgeware Acquisition

Dialpad has acquired Kare Knowledgeware to enable new self-service, automated engagement and augmented agents in Dialpad Contact Center.

Kare Knowledgeware is a customer experience (CX) platform that optimizes workflow orchestration, knowledge management, analytics and business intelligence.

The acquisition and integration of Kare Knowledgeware into Dialpad Contact Center broadens the application of artificial intelligence (AI) and natural language processing (NLP) throughout the Dialpad platform. It will enable conversational AI, and elevate both the customer and agent experience, the company said.

Kare Knowledgeware aims to improve self-service functionality. It does so by organizing unstructured data and automating responses to common customer inquiries. The application of Kare Knowledgeware technology can resolve inbound support traffic handled by Kare by up to 95%. In addition, it can increase online revenue by as much as 10% through self-service.

Dialpad didn’t disclose financial details of the acquisition.

Improved Self-Service Functionality

Mike Kane is Dialpad‘s senior vice president of global channel sales.

Dialpad’s Mike Kane

“The addition of Kare to the Dialpad platform will enable us to deliver more intelligent, conversational experiences for customer self-service, and for augmented agent success, helping them both find better answers, faster,” he said. “Consequently, channel partners now have new opportunities with an even stronger contact center offering from Dialpad, the one place for a truly unified communications as a service (TruCaaS) experience — one app to tap. Dialpad helps companies simplify business communications and collaboration.”

Dialpad is investing in self-service functionality and conversational AI to address customer questions before they escalate to the support-call level with a live agent.

The Dialpad-Kare self-service solution will usee AI and robotic process automation (RPA) to bring websites and knowledge bases to life through AI-powered customer and agent real-time assistance. It will address common customer inquiries with readily-available resources.

The Dialpad-Kare solution will provide partners with a compelling competitive advantage tool for their customers, Kane said. This, in turn, equates to a formidable advantage for partners.

Kare Knowledgeware a ‘Perfect Fit’

Dialpad is always looking for innovative technology to enhance its stack, Kane said. One area of interest in the CCaaS market is digital deflection, or the ability to respond to digital requests using digital channels.

Kare Knowledgeware turned out to be a “perfect fit,” he said.

With this acquisition, Dialpad takes a considerable step forward in adding this self-service capability, Kane noted.

“Dialpad and Kare Knowledgeware are working quickly to integrate with a rapid go-to-market strategy and execution plan already in place,” he said. “Stay tuned for more exciting announcements from Dialpad, putting more tools into our channel partners’ sales toolboxes.”

Tim Porter is founder and CEO of Kare Knowledgeware. He said Dialpad is a “fast-rising organization dedicated to radically transforming digital customer experiences.”

“The unified communication and CX markets are ripe environments for innovation, and we look forward to driving both of these industries forward as a key part of Dialpad,” he said.