Dialpad Partners with Glean

Dialpad, a customer experience platform provider, has partnered with Glean to connect the intelligence captured in customer conversations with broader enterprise knowledge. Dialpad also joined the Glean Partner Network.

With the new Dialpad and Glean integration, Dialpad captures and analyzes customer conversations across the full customer journey, both voice and text and both AI and human, and turns them into customer journey intelligence. Glean makes that intelligence discoverable and actionable across its enterprise-grade knowledge base of documents, systems, and workflows. Together, the companies help organizations bring together what they know about  customers, identify the right next steps, and act on themthrough a person or through automation, across revenue, support, and service.

"Customer conversations remain one of the richest and most direct sources of intelligence a business has, but that value usually stays trapped in transcripts, one call at a time, and disconnected from where work happens," said Jared Dennison, assistant vice president of AI ecosystem and marketplace at Dialpad, in a statement. "More and more of those conversations are handled by AI agents working alongside people, and both become part of the same customer record. This integration connects the dots across that full history, voice and text, AI and human, then surfaces the likely next step in context so the people and systems doing the work can act on it in the moment."

Dialpad adds a conversational layer that captures the real-time voice of the customer. The integration connects what is said in calls, meetings and digital customer interactions with the broader enterprise context inside Glean.

The Dialpad and Glean integration can help organizations do the following:

• Prepare for customer conversations with greater context: Teams can combine prior conversation history from Dialpad with relevant usage, subscription, CRM and internal account knowledge from Glean, helping employees enter every customer interaction better informed.
• Deliver in-call agent assist: While a sales rep or service agent is in a live customer interaction in Dialpad, Glean can surface relevant internal documents, playbooks, product information and account context based on the conversation, helping teams find the right information without disrupting the customer interaction.
• Accelerate post-call follow-up: Following a customer call or meeting, teams can use conversation transcripts, summaries and playbook data to generate more complete recaps, customer insights and follow-up actions that are directly linked to CRM, ticketing and internal knowledge systems.
• Improve supervisor and quality assurance workflows: Contact center leaders can combine conversation intelligence with grounded knowledge and policy context to support more consistent responses, coaching and quality reviews based on real customer interactions.
• Strengthen pipeline and forecast visibility: Sales leaders can connect what customers are actually saying in calls and meetings with broader enterprise context to support more informed pipeline reviews, deal inspection and forecasting.
• Bring knowledge into the flow of work: The integration opens opportunities to surface Glean-powered knowledge and account context within Dialpad-adjacent workflows, helping users search for information and trigger follow-on actions without leaving the environment where conversations happen.

"The next generation of enterprise AI won't operate on isolated sources of information. It needs to understand the full context of the business, including what customers are saying in real time," said Zubin Irani, vice president of partnerships at Glean, in a statement. "Dialpad brings an incredibly important source of that context into Glean. Together, we can give employees and AI agents a much more complete understanding of the customer and the business around them, so they can reason better, make better decisions, and take the right action."