Kordia has been appointed as one of only five Managed Services Partners worldwide by Dialpad to deliver AI-powered communications and contact centre solutions in New Zealand.
This partnership grants New Zealand organisations increased access to Dialpad's AI capabilities, with the intention of supporting customer engagement and streamlining service operations. Kordia's new role allows it to expand its existing offerings associated with Dialpad, bringing additional support to companies seeking to transform their service or call centre operations through a combination of digital self-service and human-led assistance.
As a Managed Services Partner, Kordia will be responsible for local setup, integration, and 24/7 support for the Dialpad platform. This approach is designed to assist businesses with swift deployment and ensure the maintenance of consistently high standards in customer service.
Dialpad's platform, which utilises real-time AI for communications, will be supported and delivered by Kordia's local teams. This arrangement aims to offer New Zealand organisations a solution that is both secure and adaptable to future requirements, focusing on improving customer experience through reliable technology and local expertise.
Murray Goodman, Senior Product Manager at Kordia, expressed that this appointment acknowledges the strong existing relationship between the two companies and opens new opportunities for development.
"Kordia has worked successfully with Dialpad to bring AI-powered unified communications solutions to market, and we are very pleased to be taking the next step in our partnership. By adding managed services to Dialpad's platform, we can deliver seamless onboarding, integration and local support for our customers. This translates directly into better outcomes for our customers and their frontline staff. The Kordia team is well placed as their local support team to ensure they can fully leverage Dialpad's AI capabilities to manage voice communications more effectively and improve the quality of customer interactions."
Goodman noted that Dialpad's solution has been particularly well received in sectors where customer engagement is a primary concern.
"Since adding Dialpad to our portfolio four years ago, we have seen strong and immediate demand, especially from organisations with customer services teams. Industries such as healthcare, travel and insurance have quickly recognised the benefits of AI-driven sentiment analysis and transcripts, which give teams actionable insights that can significantly improve customer satisfaction. By wrapping these solutions in Kordia's managed services and network reliability, we are enabling organisations to embrace the benefits of Dialpad with confidence."
Benjamin Relf, Dialpad's Country Lead for New Zealand, highlighted the value of this collaboration and what it means for the local market.
"Dialpad's agentic AI platform is transforming how businesses communicate - combining real-time intelligence, seamless human handoffs, and unified analytics across every channel. Partnering with Kordia means New Zealand organisations can access that innovation locally, backed by trusted expertise and 24/7 support."
The long-standing relationship between the two companies has already yielded recognition, with Kordia naming Dialpad the Australasia Partner of the Year in 2023. In addition to providing solutions, Kordia also acts as the New Zealand SIP and calling provider for each local Dialpad implementation.
Looking to the future, Goodman anticipates a continued rise in demand for AI-driven communication platforms, especially as customer experience becomes an increasing area of focus for New Zealand businesses.
"Elevating our Unified Communications portfolio with an improved Dialpad offering is a natural step given our focus on evolving our connectivity and digital solutions with new technologies like AI and automation. From implementation and onboarding right through to ongoing optimisation, customers can be assured of a seamless experience that brings together world-class technology with local expertise and support. It is a partnership that reflects the future of business communications and one we are excited to develop further."
