In a sea of companies suddenly claiming to be “AI-powered,” Dialpad stands out—and not just because of its technology, but because of the man behind it: Craig Walker, the company’s founder and CEO. Walker is the original creator of Google Voice and Yahoo Voice, both of which were later acquired for a combined total believed to exceed $400 million.

Today, he leads Dialpad, recently valued at $3 billion by Goldman Sachs (2024).

So what sets Dialpad apart in the AI arms race?

As AI continues to dominate headlines and product roadmaps in the contact center industry, many companies are racing to add artificial intelligence to their offerings. But for Dialpad, AI isn’t just a buzzword—it’s been a foundational part of the platform for years.

In a recent conversation with Prince Rich of RTG Call Center Solutions, Craig Walker, CEO and founder of Dialpad, shared how the company took a long-term, strategic approach to AI—starting all the way back in 2018.

That year, Dialpad acquired TalkIQ, a real-time AI platform funded by Salesforce. Unlike many competitors who rely on third-party AI tools, Dialpad integrated TalkIQ directly into its platform. The result? A proprietary AI engine that processes and analyzes every business conversation in real time—whether it’s a sales call, support interaction, meeting, or message.

“Our AI isn’t something we added on top—it’s built into the core of everything we do, because it’s purpose-built for business communications, it’s more accurate, more secure, and much faster than generic models.”

Craig Walker
Founder and CEO at Dialpad

By owning its AI infrastructure, Dialpad can also offer a more cost-effective solution. Competitors often pass on the cost of third-party AI tools to customers. Dialpad avoids that altogether.

Security is another key differentiator. Since the AI lives on Dialpad’s own servers, customer data never leaves the platform—reducing risks and ensuring compliance with data privacy standards.

When ChatGPT launched and generative AI took off, many companies quickly updated their messaging to position themselves as “AI contact centers.” But Walker believes a closer look at the actual technology reveals a different story.

“We’ve been working on this for years,” he said. “And when you compare capabilities, the difference becomes pretty clear.”

In a space filled with noise and hype, Dialpad’s long-term investment in AI gives it a meaningful edge—offering businesses a smarter, faster, and more secure way to communicate.

If you need expert advice on choosing the best solution for your team, RTG Call Center Solutions offers free consulting to help you navigate the options and secure the best pricing. Visit us today for personalized assistance.

Make the right choice today and set your business up for success in 2025!