Dialpad Acquires TalkIQ

Dialpad, the pure-cloud business communications provider, announced it has acquired TalkIQ, a real-time speech recognition, and artificial intelligence firm. By combining TalkIQ’s real-time speech recognition and natural language processing technologies with Dialpad’s communications solutions, Dialpad will deliver VoiceAI to help business teams capture and learn from conversations as they happen.

By applying voice intelligence to all external and internal communications, Dialpad says it enables organizations to sell more effectively, conduct more efficient meetings, personalize the customer experience, and make smarter business decisions – automatically, in real-time, without installing new software.

By leveraging Automatic Speech Recognition (ASR), Natural Language Processing (NLP) and AI, VoiceAI enables teams to take a scientific approach to understanding and acting on conversations. It will power new features across all Dialpad products including Dialpad, Dialpad Call Center, and UberConference. Dialpad VoiceAI was designed with security and privacy in mind, with the administrator and user-level system controls easily accessible through the user interface, which allows users complete control over when and how they use VoiceAI features.  

Initial capabilities include: 

• Real-time Call Transcription: Receive accurate, automatic transcriptions of any conversation. 
• Smart Notes: Accelerate productivity by automatically taking meeting notes on any conversation. 
• Real-time Sentiment Analysis (Dialpad Call Center): Identify positive and negative intent signals in client conversations and calculate customer satisfaction scores for all calls.  
• Real-time Coaching: Enable sales and support teams to increase efficiency and decrease ramp time by providing real-time recommendations to representatives as conversations happen.

Founded in 2014, TalkIQ’s original mission was to help sales teams uncover patterns and insights from customer calls. TalkIQ CEO, Dan O’Connell, joins Dialpad as General Manager of VoiceAI and as a member of the company’s board of directors. Rory O'Driscoll of Scale Venture Partners, TalkIQ’s investor, also joins Dialpad as a board observer.