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Rime and Dialpad partner to bring human generated AI voice models to millions of customer calls. The cloud communications giant is partnering with the academic-led speech startup to solve the biggest bottleneck in AI customer service: sounding genuinely human. 2 minutes read The enterprise race to automate customer service has a glaring bottleneck: no matter how intelligent the underlying AI becomes, if it sounds like a stilted machine, customers will still demand a human. Cloud communications powerhouse Dialpad is moving to solve this natively. Today, the company announced a strategic partnership with voice AI startup Rime, tapping the linguistics-first platform as the premier text-to-speech (TTS) engine for its global suite of agentic voice products. The move signals a critical shift in the contact center industry. As enterprises move away from legacy, rigid Interactive Voice Response (IVR) phone trees toward agentic AI, autonomous systems capable of dynamically understanding intent and executing complex resolutions, the demand for hyper-realistic audio has become a business imperative. The science of sounding human. Founded in 2022 by academic speech scientists and Stanford engineers, Rime isn't just generating synthetic audio; it focuses heavily on the nuanced linguistics required for real-world enterprise interactions. The platform is designed to capture emotional tone and seamlessly navigate the unique cadence required to read back complex data like phone numbers or account details with ultra-low latency. For Dialpad, whose customer experience platform is backed by heavyweights like T-Mobile, AAA, Nasdaq, and RE/MAX, the decision followed a rigorous analysis of all voice AI providers. "We partnered with Rime because our evaluation found that Rime's models met our requirements for naturalness and expressiveness, felt the most natural, and captured human emotion better than anything else we tested," said Craig Walker, CEO and Founder of Dialpad. Scaling the concierge experience. By piping Rime's enterprise-grade voice models into Dialpad's infrastructure, the partnership aims to transform routine inbound calls from frustrating dead-ends into seamless, branded interactions. "Partnering with Dialpad allows us to bring hyper-realistic, emotionally expressive voice AI to businesses on a massive scale," noted Rime CEO and co-founder Lily Clifford. She emphasized that the integration gives companies the ability to deliver "concierge-level experiences to every customer." Crucially, the deal establishes a direct feedback loop between the two engineering teams. As Dialpad deploys these autonomous agents across its customer base, Rime will continuously refine its models. For businesses, it promises a future where AI handles the routine busywork flawlessly, finally freeing human agents to focus exclusively on the high-value conversations that drive revenue. Companies can try Rime's voice AI models today at https://www.rime.ai/.

Dialpad named Official AI-Powered Contact Center Provider of the Denver Broncos. Multi-year partnership puts Agentic AI to work for Broncos fans 24/7/365: instant answers and instant actions on one unified platform (Photo: Dialpad) DENVER-(BUSINESS WIRE)-Dialpad, the AI platform for customer experience, today announced it has been named the Official AI-Powered Contact Center Provider of the Denver Broncos. This is more than a contact center. Dialpad gives the Broncos an Agentic AI platform that works around the clock, helping resolve fan issues, answer questions, and take action for fans, whether it's gameday at Empower Field at Mile High or 3 a.m. in the offseason. "Innovation is a key pillar for the Denver Broncos, and we're excited to partner with Dialpad to enhance how we engage with and support our fans." Daniel Brusilovsky, Denver Broncos Chief Technology Officer Share Most fan questions don't wait for business hours, and now they don't have to. Unlike legacy systems built to route and answer, or bot-only vendors built to deflect, Dialpad is built to help resolve customer issues. Its autonomous AI agents can handle inquiries as they come in across phone, web chat, and messaging, delivering fast answers and actions such as: guiding fans through ticket purchases and transfers, surfacing parking and gate information, handling lost and found, looking up schedules, and routing fans to where they need to go. When a person is the better answer, the AI hands off to a live agent with full context preserved, so fans pick up right where they left off, no matter who answers. "Fans don't keep business hours, and neither should the answers they get," said Craig Walker, co-founder and CEO of Dialpad. "We didn't build a bot to deflect questions; we built one unified, Agentic platform where AI agents and human agents work hand in hand to resolve issues in real time, 24/7/365. Because they share a single data layer, every time a person resolves something the AI couldn't, the AI learns from it and gets better. For the Broncos, that means a fan can buy a ticket, find their gate, or get a question answered instantly, any hour of any day. And the experience keeps improving over the life of the partnership." The deployment spans the full Dialpad platform (Dialpad AI agents, Dialpad Connect, Dialpad Sell, and Dialpad Support) across fan engagement, gameday service, and internal operations, all on one system rather than a stack of stitched-together tools. Because AI agents and human staff work on a single platform with a shared data layer, the AI learns from the team's best agents and gets smarter with every interaction, creating a feedback loop that bot-only vendors structurally can't match. Autonomous AI agents take on high-volume, repeatable requests like parking, schedules, ticketing, and lost and found, freeing human staff to focus on the moments that matter most. Season Ticket Members are identified in real time and routed directly to their assigned account manager, turning a service interaction into a relationship moment rather than a closed case. The same Agentic automation runs across web chat: AI agents resolve knowledge base and FAQ questions instantly, escalate to human agents intelligently when needed, and log every conversation automatically, so context is never lost and the experience keeps improving over time. "Innovation is a key pillar for the Denver Broncos, and we're excited to partner with Dialpad to enhance how we engage with and support our fans," said Daniel Brusilovsky, Denver Broncos Chief Technology Officer. "Dialpad enables us to better serve all of Broncos Country while providing valuable insights that help us continuously improve every interaction." The agreement grants Dialpad official partner status through the 2030 season, covering the full arc of the Broncos' next chapter, on and off the field. Dialpad brings together AI-powered customer communications, autonomous AI agents, real-time insights, and enterprise integrations in one unified platform built for the Agentic era to stop answering and start resolving. Dialpad also supports integrations with Microsoft Dynamics, Microsoft Teams, Salesforce, Zendesk, Google Workspace, and more. About Dialpad Dialpad is the AI platform for customer experience, providing real-time AI solutions since 2018. Dialpad's all-in-one solution understands your business and acts on your behalf, getting smarter with each interaction. Its customers are uniquely able to understand their customers, improve customer experience, increase operational efficiency, and build a lasting competitive advantage. Dialpad's agentic AI resolves issues, advances deals, and clears busywork, handling routine customer inquiries automatically while working seamlessly alongside human agents on complex issues. Market-leading brands including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Visit dialpad.com to learn more. More News From Dialpad SAN FRANCISCO-( BUSINESS WIRE )-Dialpad, the AI platform for customer experience, today announced a new integration with enterprise AI leader Glean, that connects the intelligence captured in customer conversations with the broader enterprise knowledge employees and AI systems rely on every day. The launch builds on the companies' expanding partnership, with Dialpad also joining the newly launched Glean Partner Network. Businesses have more customer data than ever, but much of the most valuable... MIAMI-( BUSINESS WIRE )-Dialpad, the AI platform for customer experience, today announced a new multi-year partnership with the Miami Marlins. Dialpad has been named the Proud AI-Powered Communication Partner of the Miami Marlins, putting its Agentic AI platform at the center of how the club serves fans, and establishing a Dialpad brand presence at loanDepot park. The moments that decide whether a fan comes back A season isn't won or lost only on the field. It's also decided in the ticket that... SAN RAMON, Calif.-( BUSINESS WIRE )-Dialpad, the AI platform for customer experience, today announced a new integration with Google's Gemini Enterprise for Google Workspace. The integration transforms how enterprises access and act on customer intelligence: business conversations happening on Dialpad become a source of synthesized, actionable insight inside Gmail, Docs, and Chat. The result: teams no longer need to rely on manually entered CRM records or fragmented ticket logs to understand the...

What Gartner's Magic Quadrant for UCaaS actually tells you about choosing a platform. TL;DR: The 2026 Gartner Magic Quadrant for UCaaS names Cisco, Microsoft, RingCentral and Zoom as Leaders, based on two measures, Ability to Execute and Completeness of Vision, not price, sector fit or implementation quality. Gartner itself says its research should not be used to select only the highest-rated vendors. For an IT Director shortlisting a UC platform, a Leader placement is a reasonable starting point, best combined with Critical Capabilities research, Peer Insights and direct reference checks with comparable firms before deciding. Zoom announced on 3 August that it had been named a Leader in the 2026 Gartner Magic Quadrant for Unified Communications as a Service, its seventh consecutive year in that spot. That announcement is only part of the picture. Gartner's full 2026 report also places Cisco, Microsoft and RingCentral as Leaders, positions 8x8, Dialpad and GoTo as Visionaries, and drops two vendors from the ranking entirely compared with 2025. What Gartner's 2026 UCaaS Magic Quadrant actually says. The 2026 Magic Quadrant for Unified Communications as a Service, published in late July, names four Leaders: Cisco (its eighth consecutive year in that quadrant), Microsoft (also its eighth), RingCentral and Zoom (its seventh). Three vendors, 8x8, Dialpad and GoTo, sit as Visionaries. Vonage and Wildix remain Niche Players. No vendor qualifies as a Challenger this year. Two vendors rated Niche Players in 2025, Google and Sangoma, do not appear in the 2026 report at all. Dropping off the chart entirely is arguably more informative than moving between quadrants, since Gartner only assesses vendors it judges relevant enough to the market to include. These are Gartner's classifications, not endorsements of one platform over another. A Visionary or Niche Player placement does not mean a platform is wrong for a given firm, and Gartner is explicit about that limit in its own research, covered below. Marlin works directly with four of the nine vendors named in this year's report: Zoom and Microsoft, both named Leaders, and 8x8 and GoTo, both named Visionaries. That spread is deliberate. Marlin's role is to help a firm choose and implement the platform that fits its estate, not to sell a single vendor's positioning. Gartner also flagged AI as this year's main competitive differentiator, since most established platforms already cover calling, messaging and meetings as baseline features. Marlin looked at what that AI difference actually looks like in practice for three of these vendors in AI Voice Features in Teams, Zoom and 8x8, comparing what ships free against what sits behind a premium tier. What "Ability to Execute" and "Completeness of Vision" actually measure. Every vendor on the chart is scored against two axes. Ability to Execute covers what a vendor delivers today: product quality, sales execution, financial viability and customer experience. Completeness of Vision covers where a vendor is heading: market understanding, product strategy, innovation and how well its roadmap anticipates where buyers will need to go next. Microsoft's 2026 placement illustrates the point well. Gartner positioned Microsoft highest on Ability to Execute and furthest on Completeness of Vision of any vendor in the report, the two extremes of both axes at once. A Leader placement means scoring highly on both. A Visionary has proven the vision but not yet the execution at the same scale. A Niche Player has found a smaller market it serves well rather than competing for the whole one, which can be the right fit for a firm with narrow, specific needs even though it carries a less prestigious label. What a Leader placement doesn't tell you. Gartner is explicit about the limits of its own research. Every Magic Quadrant carries the same disclaimer: the company "does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings." That research represents analyst opinion, not a statement of fact about which vendor suits a particular firm. The quadrant says nothing about price, since Gartner does not publish vendor pricing as part of the methodology. It says nothing about fit for a regulated UK professional services firm specifically, since the research covers a global market rather than a sector or region. And it says nothing about implementation quality, which depends on the partner delivering the rollout as much as the platform itself. The methodology has structural limits too. It is published once a year, so a placement can already be months out of date by the time a firm reads it. And because Ability to Execute rewards scale, revenue and existing market share, the framework tends to favour large, established vendors over smaller ones that might suit a specific firm's needs better. How to use it properly during a shortlist. Gartner's own guidance is to use the Magic Quadrant alongside other research: Critical Capabilities reports, which score vendors against specific use cases rather than the market as a whole, and Peer Insights, which gathers reviews from verified customers. Used together, these give a fuller picture than a single quadrant position. For a regulated professional services firm, the most useful step is one no analyst report can do: speaking directly with two or three comparable firms already running the platform under consideration, ideally in the same sector, and asking about the parts a vendor's own marketing will not mention, migration friction, support response times and how the platform handles compliance and data residency requirements. Operational fit should decide a shortlist, not quadrant position. A platform that solves a firm's specific problems is the better choice over one with a stronger quadrant placement that does not. Are you reviewing your UC platform? A Leader placement is a reasonable starting point for a shortlist, not a reason to skip the rest of the process. The vendors on this year's chart, several of which Marlin already works with across UK professional services clients, sit in different quadrants for defensible reasons. If your firm is reviewing its UC platform this year, get in touch to talk through a shortlist built on operational fit and direct reference checks, not just where a vendor lands on Gartner's chart. About Marlin Communications. Marlin Communications is committed to providing expert guidance on Zero Trust solutions. Marlin Communications is an independent, single-source provider of business communications & collaboration solutions including voice, data, mobile, video, network security and contact centre technology for businesses of 50 - 5,000 staff. Marlin Communications Ltd operate throughout the UK - with global reach - and its own, on-premises, 1,000 ft^2 Technology Suite at its Bath office, where Marlin Communications Ltd host regular events and showcase technology solutions for its clients. Contact Marlin Communications Ltd for your free comms audit or product demo. Marlin Communications is ISO 27001 certified by BSI under certificate number IS795313. Get the latest tech news & reviews - straight to your inbox. Sign up to receive exclusive business communications, tech content, new tech launches, tips, articles and more.