Kordia to deliver Dialpad's AI-powered contact centres locally
Kordia has been named one of just five global Managed Services Partners for Dialpad, bringing AI-enabled contact centre and communications solutions to New Zealand with full local delivery and support. For customer support leaders, this means faster deployments, tighter integrations, and a single Kiwi team accountable for uptime and outcomes.
What's changing
As a Managed Services Partner, Kordia will handle setup, integration, onboarding, and 24/7 support for Dialpad across New Zealand. The company will also provide SIP and calling for local implementations, reducing vendor sprawl and simplifying support.
Dialpad's platform uses real-time AI for live transcription, sentiment analysis, and post-call summaries. Kordia's local engineering and service teams will run the delivery, giving businesses a clear path to adopt AI in their contact centres without heavy internal lift.
Why it matters for support leaders
- Faster go-live: Local integration and change management cut rollout delays.
- Lower risk: One team owns the stack-network, calling, platform, and support.
- Better QA: Real-time AI surfaces customer sentiment and coaching moments on every interaction.
- Consistent CX: Unified analytics across voice and digital channels help leaders spot issues early and fix them quickly.
- Future-ready: A platform and partner setup that can flex with new channels and workflows.
Signals from the market
Kordia reports strong uptake from sectors where customer conversations are high stakes: healthcare, travel, and insurance. Teams in these industries are using AI-generated transcripts and sentiment cues to guide coaching, improve compliance, and reduce repeat contacts.
Inside the partnership
Murray Goodman, Senior Product Manager at Kordia, said the partnership builds on years of working together and clears a path for smoother onboarding and ongoing optimisation. His view is simple: combine Dialpad's real-time intelligence with Kordia's local delivery, and frontline teams get clearer insights with less friction.
Benjamin Relf, Dialpad's Country Lead for New Zealand, noted that Dialpad's agentic AI brings real-time guidance, clean handoffs to humans, and unified analytics across channels-now backed by Kordia's round-the-clock local support.
What you can expect day one
- Live transcripts and sentiment on calls to guide agents and supervisors.
- Automated notes and follow-ups to shorten wrap time.
- Unified dashboards across voice and digital to track queue health and customer outcomes.
- Local SIP and network reliability to reduce call jitter and drops.
Practical next steps
- Audit your top five contact drivers and map where AI transcripts and summaries can cut handle time.
- Pilot with one queue (e.g., claims, bookings, or clinic intake) and baseline first-response, AHT, and CSAT before rollout.
- Build a coaching loop: use sentiment flags and call moments to run weekly micro-coaching sessions.
- Integrate CRM early so notes, actions, and dispositions flow automatically.
Looking ahead
As more New Zealand organisations prioritise customer experience, demand for AI-enabled communications will keep rising. With Kordia providing local integration, network reliability, and ongoing optimisation, support leaders get a straightforward way to modernise operations without adding complexity.
Want to build team skills alongside your rollout? Explore focused AI upskilling paths for support roles at Complete AI Training.
Your membership also unlocks:
