{"id":64458,"date":"2024-10-15T14:05:24","date_gmt":"2024-10-15T13:05:24","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=64458"},"modified":"2024-10-18T12:07:43","modified_gmt":"2024-10-18T11:07:43","slug":"dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/","title":{"rendered":"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite"},"content":{"rendered":"

Dialpad has acquired Surfboard, the contact center workforce management (WFM) provider.<\/p>\n

With Surfboard, the enterprise communications contender gains trusted solutions that planners can utilize across the WFM cycle. That cycle has four stages: contact center forecasting, scheduling, intraday management, and review.<\/p>\n

Expect Dialpad to combine these solutions with its Ai Scorecards and Ai Coaching offerings to build a rich workforce engagement management (WEM) suite.<\/p>\n

In time, that will likely come part and parcel with the Dialpad Ai Contact Center Platform. However, it could also form a standalone offering that businesses can plug into a rival CCaaS platform, CRM system, or UCaaS solution.<\/p>\n

Alvaria and Zendesk have taken a similar path this year, spinning out WEM propositions of their own.<\/p>\n

While it is not certain that Dialpad will follow suit, it cites Surfboard\u2019s cloud-native foundation as a critical motivator for the acquisition. That foundation will ensure easier cross-integration of both provider\u2019s products.<\/p>\n

Sharing more on the strategy behind the acquisition, Vincent Paquet, Chief Product Officer at Dialpad<\/strong>, said: “In our hybrid and platform-powered workforce, enterprises want a single place for all business communications and organization.<\/p>\n

The team at Surfboard has created an exceptional product for workforce management, and we\u2019re excited to combine our capabilities to bring customers the very best, AI-native WFM on the market.<\/p><\/blockquote>\n

Dialpad also praised the WFM provider\u2019s intuitive solution and culture.<\/p>\n

To enable that intuitive solution, Surfboard is more design-led than most competitors. Indeed, each group of engineers has a dedicated designer who focuses on user research, UX, UI, and core product design.<\/p>\n

Meanwhile, it has established an “own the problem” culture. So, whenever Surfboard engages with a customer, it doesn\u2019t jump to solutions but stays focused on understanding the issue\u2019s depth.<\/p>\n

Critically, that involves mapping out WFM processes, identifying friction points, and taking a more consultative approach to overcoming issues.<\/p>\n

Such differentiators are critical in a space where vendors often compete by offering more forecasting models, shift patterns, and metrics. Hopefully, this distinctiveness won’t get lost in the acquisition.<\/p>\n

\"surfboard-team-850.jpg\"
Meet the Surfboard team!<\/figcaption><\/figure>\n

Another critical focus for Surfboard is scalability, so when a team has to make a significant change to their operations \u2013 be it in their opening hours or onboarding a new location \u2013 they don\u2019t have to reimagine all their WFM workflows. Instead, the vendor strives to simplify the change.<\/p>\n

That\u2019s evident in the Surfboard metaphor. During an interview with Intercom, Natasha<\/strong> Ratanshi-Stein, Founder & CEO of Surfboard<\/strong>, explained:<\/p>\n

When you’re running a support team, you’re dealing with waves of inflow, and we provide you with the tool to navigate those waves, which is the surfboard.<\/p><\/blockquote>\n

“Everything we build relates to how we equip the customer support team to be able to navigate those waves in the most effective way,” she concluded.<\/p>\n

Alongside all this, Ratanshi-Stein is a proponent of humanizing WFM and taking planners from the outskirts of customer service to the center, so they’re not the “computer says no” crowd.<\/p>\n

Part of that involves pushing back against “intrusive” contact center surveillance, which has become more prevalent since the shift to remote and hybrid work models.<\/p>\n

\u201cWhen you can\u2019t see where your team is or who\u2019s handling calls, chats, or refunds, the temptation for surveillance grows,\u201d continued Ratanshi-Stein. \u201cThis is where technology can be misused, and that\u2019s something we don\u2019t want to facilitate.<\/p>\n

Our goal at Surfboard is to build tools that eliminate the need for that kind of oversight.<\/p><\/blockquote>\n

While Surfboard may become part of a WEM suite, it\u2019ll certainly strengthen the Dialpad Ai Contact Center Platform, one of the 11 most prominent CCaaS solutions globally. That\u2019s according to the Gartner Peer Insights Voice of the Customer for CCaaS 2024<\/a> report.<\/p>\n

However, Dialpad doesn\u2019t feature in the CCaaS Magic Quadrant<\/a>. Why? A critical reason is that Gartner only includes vendors with resource planning solutions. Now, that\u2019s no longer a problem.<\/p>\n

Additionally, it can piece together a more extensive WEM suite than many of its CCaaS rivals. Jim Davies, Co-Founder and Executive Partner at Actionary<\/strong>, hopes this is the case.<\/p>\n

“This acquisition aligns with the ongoing trend of CCaaS encroaching into the WEM market,” he told CX Today. “But, what is encouraging to see here is the ambition to move beyond just supporting WFM as a tick box functional add-on.”<\/p>\n

Indeed, Dialpad has the potential to leverage Surfboard’s cloud-native foundation to more closely integrate its capabilities. That goes beyond bringing WFM and quality assurance (QA) together. The vendor could also tie WFM into its reporting, routing, and other contact center functionality to deliver more differentiative innovation.<\/p>\n

Dialpad\u2019s C-Suite Additions & $300MN Milestone<\/h2>\n

Alongside its acquisition, Dialpad has announced two new faces for its C-suite.<\/p>\n

First up is Atit Shah, who comes from JP Morgan-acquired WePay and joins as Dialpad’s first-ever Chief Security Officer (CSO).<\/p>\n

Next, Jen Grant, a long-time board member, becomes Chief Marketing Officer, having previously served as CMO of Looker (acquired by Google), SVP of Marketing at Box, and – more recently – as CEO of Appify.<\/p>\n

Grant will aim to reinvigorate Dialpad\u2019s marketing efforts, which have gone quiet recently. For instance, it launched a campaign in April 2023 to release 12 AI innovations in 12 months. But that dried up in November.<\/p>\n

Since then, its most notable announcement was the launch of its Ai Sales Platform<\/a>, which is somewhat distanced from Dialpad’s enterprise communications heritage.<\/p>\n

Most importantly, however, customer feedback has remained positive. Indeed, the aforementioned Peer Insights report suggests that 95 percent of its clients would recommend the company. That’s up from 87 percent in 2023.<\/p>\n

With that positive foundation, the acquisition, and this c-suite reshuffle, Dialpad signals that it\u2019s ready to ramp up its innovation and marketing efforts once again.<\/p>\n

Although, it hasn\u2019t rested completely on its laurels, maintaining successful partnerships with the likes of Cisco Webex, Google, and Microsoft. Its self-service offerings are also reportedly helping to support new customer acquisition.<\/p>\n

Now, it can perhaps push this further, with greater earnings to boot, having also surpassed the $300MN in annual recurring revenue (ARR) milestone.<\/p>\n

Dialpad credits its “modern cloud approach” and 2018 investment in AI as key enablers here.<\/p>\n

The latter is perhaps most significant, as Dialpad does AI differently to most other enterprise communications vendors<\/a>, bringing everything in-house.<\/p>\n

That offers significant benefits as the vendor gains greater control over its roadmap and integrations. After all, it doesn’t have to assemble various capabilities through partnerships.<\/p>\n

With that autonomy, Dialpad will – hopefully \u2013 push forward and reassert itself within the enterprise communications space in 2025.<\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Dialpad has acquired Surfboard, the contact center workforce management (WFM) provider. With Surfboard, the enterprise communications contender gains trusted solutions that planners can utilize across the WFM cycle. That cycle has four stages: contact center forecasting, scheduling, intraday management, and review. Expect Dialpad to combine these solutions with its Ai Scorecards and Ai Coaching offerings […]<\/p>\n","protected":false},"author":4063,"featured_media":64460,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61096],"class_list":["post-64458","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workforce-engagement-management","tag-ccaas","tag-mergers-and-acquisitions","tag-workforce-management","tag-workforce-optimization","brands_to_track-dialpad","editorial_type-news","intent-loyalty"],"acf":[],"yoast_head":"\nDialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Workforce Engagement Management news including CCaaS, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Workforce Engagement Management news including CCaaS, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-10-15T13:05:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-18T11:07:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite\",\"datePublished\":\"2024-10-15T13:05:24+00:00\",\"dateModified\":\"2024-10-18T11:07:43+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\"},\"wordCount\":1115,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg\",\"keywords\":[\"CCaaS\",\"Mergers and Acquisitions\",\"Workforce Management\",\"Workforce Optimization\"],\"articleSection\":[\"Workforce Engagement Management\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2024\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\",\"url\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\",\"name\":\"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg\",\"datePublished\":\"2024-10-15T13:05:24+00:00\",\"dateModified\":\"2024-10-18T11:07:43+00:00\",\"description\":\"CX Today covers Workforce Engagement Management news including CCaaS, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg\",\"width\":850,\"height\":425,\"caption\":\"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Workforce Engagement Management\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\",\"name\":\"Charlie Mitchell\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"caption\":\"Charlie Mitchell\"},\"description\":\"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0\",\"url\":\"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite - CX Today","description":"CX Today covers Workforce Engagement Management news including CCaaS, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/","og_locale":"en_GB","og_type":"article","og_title":"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite","og_description":"CX Today covers Workforce Engagement Management news including CCaaS, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.","og_url":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2024-10-15T13:05:24+00:00","article_modified_time":"2024-10-18T11:07:43+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg","type":"image\/jpeg"}],"author":"Charlie Mitchell","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Charlie Mitchell","Estimated reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/"},"author":{"name":"Charlie Mitchell","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9"},"headline":"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite","datePublished":"2024-10-15T13:05:24+00:00","dateModified":"2024-10-18T11:07:43+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/"},"wordCount":1115,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg","keywords":["CCaaS","Mergers and Acquisitions","Workforce Management","Workforce Optimization"],"articleSection":["Workforce Engagement Management"],"inLanguage":"en-GB","copyrightYear":"2024","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/","url":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/","name":"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg","datePublished":"2024-10-15T13:05:24+00:00","dateModified":"2024-10-18T11:07:43+00:00","description":"CX Today covers Workforce Engagement Management news including CCaaS, Mergers and Acquisitions, Workforce Management, Workforce Optimization and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/10\/enter-room-850.jpg","width":850,"height":425,"caption":"Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/dialpad-enters-the-wfm-space-by-acquiring-surfboard-bolsters-its-c-suite\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Workforce Engagement Management"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9","name":"Charlie Mitchell","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","caption":"Charlie Mitchell"},"description":"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0","url":"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/64458","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4063"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=64458"}],"version-history":[{"count":6,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/64458\/revisions"}],"predecessor-version":[{"id":64558,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/64458\/revisions\/64558"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/64460"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=64458"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=64458"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}