In a strategic move to enhance its offerings in the customer support space, Dialpad, a leading AI-powered communications intelligence platform, has announced the acquisition of Surfboard, a cloud-native workforce management (WFM) platform. This acquisition marks a significant step for Dialpad as it aims to integrate robust workforce management capabilities into its existing suite of AI-driven communication tools.

Enhancing Workforce Management

Dialpad has long been committed to providing a unified, cloud-based platform that leverages artificial intelligence to improve business communications. As part of this vision, the company recognized the critical need for a modern workforce management solution that aligns with its innovative communication strategies. Surfboard, founded in 2021 and based in London, has redefined the WFM landscape by merging advanced technology with an intuitive user experience, making it a perfect fit for Dialpad's strategic objectives.

Craig Walker, founder and CEO of Dialpad, expressed his admiration for how companies like Apple maintain complete control over their products. He believes that a similar approach is essential in the realm of workforce management. “We strive to provide a fully integrated solution, allowing businesses to accurately forecast their resource needs and enhance their customer service delivery,” said Walker.

Surfboard’s platform simplifies the complexities of workforce management by offering tools for scheduling, forecasting, and performance analytics. By integrating with existing systems such as ticketing platforms, HR tools, and communication services, Surfboard enables organizations to optimize staffing and resources dynamically, thereby enhancing overall efficiency.

The Vision of a Hybrid Workforce

Both Surfboard and Dialpad share a progressive vision for the future of customer service. Natasha Ratanshi-Stein, founder of Surfboard, noted, “We believe that the future of customer service will be a hybrid of AI-enabled work powered by humans.” This philosophy resonates with Dialpad’s mission to integrate AI into customer service in a way that empowers human agents rather than replacing them.

The combination of Dialpad's AI capabilities with Surfboard's workforce management tools promises to create an innovative offering that leverages real-time voice, digital interactions, and conversation data. This integration aims to deliver smarter forecasts and actionable insights, allowing businesses to adapt swiftly to changing demands and enhance customer satisfaction.

Strengthening Market Position

The acquisition of Surfboard comes at a time of impressive growth for Dialpad, which recently reported reaching $300 million in annual recurring revenue (ARR). This financial milestone underscores Dialpad’s strategic decision to invest in AI technologies early on, leading to significant improvements in customer engagement and operational efficiency. The company’s proprietary AI, DialpadGPT, processes vast amounts of conversational data, delivering real-time insights that drive better business decisions.

In a recent report by Forrester, Dialpad's platform was highlighted for delivering measurable benefits, including a 20% reduction in average handle time for customer service teams, and a staggering 75% decrease in manual work for managers. These enhancements not only improve customer experience but also drive revenue growth, with businesses reporting an average increase of a quarter-million dollars through improved upsell opportunities.

New Leadership to Drive Growth

In conjunction with the acquisition, Dialpad has made key leadership appointments to further enhance its growth trajectory. Jen Grant has been appointed as the new Chief Marketing Officer (CMO), bringing extensive experience in scaling technology companies. She has previously held senior marketing positions at prominent firms like Looker and Google, where she played a crucial role in driving exponential revenue growth.

“Joining Dialpad at this pivotal moment is incredibly exciting,” said Grant. “The team is delivering AI capabilities that significantly enhance customer interactions, and I’m eager to help expand Dialpad’s reach in the enterprise market.”

Additionally, Atit Shah has been named Dialpad’s first Chief Security Officer (CSO), a role essential for ensuring that the company remains at the forefront of security amidst the evolving threat landscape.

The acquisition of Surfboard by Dialpad marks a transformative moment in the realm of workforce management, setting the stage for enhanced customer service capabilities through innovative technology. By integrating Surfboard’s cloud-native solutions with its AI-powered communication platform, Dialpad aims to offer businesses a comprehensive toolset to optimize their workforce and improve customer experiences.

As Dialpad continues to push the boundaries of what is possible in the customer service space, stakeholders can expect to see a new era of operational efficiency and customer engagement driven by cutting-edge AI and workforce management solutions. The collaboration between Dialpad and Surfboard represents a significant step forward in the journey to redefine customer service in an increasingly digital world.