Dialpad today announced it acquired the assets of Kare Knowledgeware, a conversational robotic process automation company. The acquisition intends to bolster Dialpad CCaaS, but we can also expect its use in other Dialpad services. Another sign that the company is thinking about CCaaS is Dialpad’s recent partnership with workforce engagement (WEM) provider Playvox.
These moves make sense. Dialpad’s brand is strongly associated with UCaaS and meetings but is less known for CCaaS — and it’s clear Dialpad intends to change that. Dialpad reports significant growth in CCaaS subscriptions. Joe Manuele, SVP of Corporate and Business Development at Dialpad, said, “we’re experiencing significant demand and growth for Dialpad Contact Center across our customer base, which is a direct result of our ongoing strategic investments.”