When it comes to Customer Experience (CX), businesses are actively looking for ways to connect AI into existing customer engagement strategies to improve efficiency, accelerate response times, simplify operations, and create more connected customer experiences. As a result, our AI conversations have evolved to focus on practical, outcome-driven projects that support everyday customer interactions with focused workflows, easy integrations and customer engagement tools.
For Partners, this creates a major opportunity. Customers are looking for guidance and may not ask for AI-enabled CX solutions. Still, they are looking for ways to streamline engagement, improve productivity, automate workflows, and create more connected customer journeys. Understanding how Providers are approaching those challenges can help you capitalize on this opportunity and drive more strategic conversations.
Let’s look at a few examples of how Providers are differentiating their AI and CX strategies.
Vonage: Bringing AI Directly into Service Workflows
Vonage is focused on embedding communications and AI directly into the existing systems that organizations use to manage customer engagement. Through integrations with platforms like ServiceNow and Salesforce, agents can manage voice, workflows, and customer data from a single environment instead of switching between disconnected applications.
Their recently expanded ServiceNow Voice integration embeds real-time voice and AI capabilities directly into Customer Service Management (CSM) and IT Service Management (ITSM) workflows—helping organizations automate support workflows, streamline case progression, and reduce manual effort.
For businesses trying to modernize CX without rebuilding operational infrastructure, that workflow-first approach can be especially.
Dialpad: AI Designed for Everyday Conversations
Dialpad’s AI strategy focuses on making customer interactions more efficient in real time from an agent’s perspective. Its platform embeds Dialpad Ai directly into calls, meetings, and messaging through live transcription, real-time Agent Assist, summaries, and sentiment analysis.
The emphasis is on usability and immediate operational value—helping teams improve performance while simplifying the overall communications experience. Dialpad positions these AI capabilities as part of everyday business conversations rather than standalone analytics tools.
That simplicity-first approach resonates with organizations looking for practical AI adoption and faster execution across customer-facing teams.
Five9: Connecting AI Across the Customer Journey
Five9 approaches AI through a broader orchestration strategy focused on optimizing the full customer journey. Their Intelligent CX Platform combines AI-powered routing, workflow automation, workforce engagement, analytics, and virtual agents which work together to create more connected customer experiences.
Their recent AI partnership announcements with Google Cloud further reinforce that strategy—positioning AI to deliver more intelligent, personalized, and seamless interactions at enterprise scale.
For organizations managing mid-market to enterprise Contact Center operations, Five9’s approach emphasizes operational coordination, scalability, and AI-driven customer journey optimization.
Vonage, Dialpad, and Five9 each represent a different approach to AI-enabled customer engagement—whether that’s workflow integration, operational simplicity, or enterprise-scale orchestration. For Partners, understanding where each Provider shines helps create more relevant conversations around AI adoption and customer experience strategy. Businesses are looking for solutions that align with how they already operate, and the Providers that can connect AI directly to business outcomes are beginning to stand apart.
You don’t need to be an expert on every platform—that’s what the Sandler Sales Engineering team is here for. If you uncover an opportunity to improve a customer’s CX strategy, reach out. We’ll help guide the conversation, align the right solutions, and provide the technical support needed to move opportunities forward.
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