When it comes to Customer Experience (CX), speed, personalization, and consistency aren’t just nice to have—they are expected. And technologies that enable those outcomes—Collaboration, AI, and Communications—are essential for organizations that want to compete and win.
For our Partners, this is a major opportunity. Clients may not always ask for AI or CPaaS by name, but they’re actively looking for ways to reduce wait times, streamline agent workflows, and better engage their customers across preferred channels. When evaluating solutions, you should explore how different Providers are approaching AI and automation to strengthen their collaboration and communication platforms.
Let’s take a look at Dialpad as a strong example. Their solutions harness real-time intelligence to change the way support teams operate—blending collaboration and AI to help agents respond faster, stay consistent, and work more efficiently.
- Agent Assist acts like a GPS for reps—surfacing relevant info live on the call to guide conversations in the moment.
- Real-Time Coaching & QA automatically generates scorecards and offers live feedback based on call data and sentiment.
- Knowledge Tools help both agents and bots find fast, accurate answers without bouncing between platforms.
- Integrated UCaaS means agents can move between voice, video, messaging, and meetings—all within one system.
It’s no surprise this is the #1 AI request from CCaaS users—real-time support not only improves performance, but it also boosts confidence.
Businesses that prioritize convenience, channel flexibility, and responsiveness are seeing stronger engagement and higher retention.
Infobip is a great example of how CPaaS is evolving to meet today’s mobile-first expectations, enabling businesses to automate and personalize journeys while keeping communication natural and conversational. Their offerings include:
- Rich Communication Services (RCS), WhatsApp, and SMS allow brands to reach customers through the apps they already use, creating seamless, two-way conversations that feel timely and trusted.
- Chatbots and Voicebots offer native-feeling automation that blends effortlessly into messaging flows.
- Custom Workflows and Journey Orchestration let teams design smart, responsive experiences with built-in alerts, routing, and personalization logic.
- Flexible APIs make it easy to build the right-fit solution, acting like CX Legos for scalable engagement.
It’s a full toolkit for proactive, personalized communication—without the complexity that usually comes with it.
Dialpad and Infobip are two great examples of Providers paving the way for success for their customers—each focused on solving different challenges, but both committed to smarter communication.
You don’t need to be an expert on every platform—that’s what the Sandler Sales Engineering team is here for. If you see an opportunity to improve your client’s CX, reach out. We’ll help guide the conversation, align the right solutions, and give you the technical support you need to win.
Want to explore more? Visit the Sales Engineering page or check out the CX and Contact Center as a Service page of the Portal for more blogs, videos, and resources. I’m always happy to be a resource, and excited to see how these technologies can open new doors for you and your clients.
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