Dialpad Brings Real-Time Customer Intelligence to Google Workspace and Gemini Enterprise

New integration enables Google Cloud customers to query, analyze, and act on Dialpad’s conversation intelligence across Gemini Enterprise and Google Workspace, helping turn customer interactions into a synthesized, actionable knowledge source.

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 their customers. Instead, the actual conversation history and transcript — what was said, how the customer felt, what was promised, and what happened next — becomes the source of truth.

The need is acute. According to Gartner, “almost 79% of opportunity-related data gathered by sellers isn’t entered into the CRM.” This means that the vast majority of conversation intelligence never reaches the systems intended to provide the source of truth for each customer relationship.

Dialpad’s integration with Google helps surface the full customer interaction history directly inside Google Workspace, where teams already work.

“Customer experience is defined in the conversation, not in the CRM,” said Brian Peterson, CTO and Co-founder of Dialpad. “Every day, millions of customer interactions happen and the most important details — the frustration in someone’s voice, the promise a rep made, the moment a customer decided to stay or leave — disappear before anyone can act on them. This integration makes those moments accessible, synthesized, and actionable inside the platform where work already happens.”

How It Works in Gemini Enterprise

Dialpad transcripts and conversation intelligence are ingested into Gemini Enterprise and made natively available within the Gemini experience, optimizing for both latency and answer quality.

Users can query Dialpad conversation data inside Gemini Enterprise and across Google Workspace apps using plain language, including prompts such as:

• “Summarize my latest interactions with customer X.”
• “What risks came up in recent conversations?”
• “What commitments were made on the last call?”
• “Prepare me for my upcoming meeting using recent calls and emails.”

Gemini synthesizes insights from Dialpad transcripts and interaction history alongside Workspace context to deliver a complete, current view of the customer. This gives teams a faster, more reliable way to understand account history, identify risk, and prepare for next steps without leaving Workspace.

Because the experience is native within Gemini Enterprise, organizations benefit from the performance, quality, and governance of the Google environment while unlocking the value of Dialpad’s conversation data.

“Having just seen this proof of concept, we know that the ability to bring all conversational insights into a single workspace will elevate the contextual understanding our teams need to deliver the level of service we will be known for,” said Ryan Henry, Vice President, Cloud & Support Services at Randstad. “This integration will help our teams work with greater precision and impact, giving us a stronger foundation for serving clients in a fast-changing market.”

Building on a Decade-Long Google Partnership

Today’s announcement extends Dialpad’s deep relationship with Google. Dialpad was named Google Technology Partner of the Year in 2023 – Productivity & Collaboration, recognized for its achievements developing in the Google Cloud ecosystem. Dialpad CEO Craig Walker previously founded GrandCentral, which was acquired by Google and became Google Voice.

“We’re proud to deliver a solution with Dialpad that brings AI-driven customer intelligence directly into Google Workspace through Gemini Enterprise,” said Matt Maccaux, Head of Customer Engineering at Google. “Dialpad’s leadership in conversational AI aligns with our vision of making work more connected and intelligent. Together, we’re enabling teams to access real-time customer insights without ever leaving Workspace, helping businesses move at the speed of conversation.”

Availability

Select Google Gemini Enterprise customers have access to Dialpad conversation intelligence, meeting data, and transcript analysis at no additional cost. All Dialpad customers can receive a Gemini Enterprise trial through their Google representative.

The integration was featured at Google Cloud Next 2026 at Dialpad’s booth #7601 in Las Vegas, April 22–24, 2026. General availability will be offered by the end of Q2 2026.

To learn more or request a demo, visit dialpad.com/ai-agent or contact [e-mail].

About Dialpad

Dialpad is the AI platform for customer experience where every conversation is powered by real-time intelligence and agentic AI. Built on extensive real-world conversation data across voice, messages, and video, Dialpad delivers AI that understands not just what customers say, but how they feel, what they need, and what resolves their issues. From sales to service to workforce engagement, Dialpad’s platform serves customers worldwide, including Randstad, Nasdaq, Express Scripts, T-Mobile, Motorola Solutions, Tractor Supply, and Texas Roadhouse. Backed by leading investors including Andreessen Horowitz, GV, ICONIQ Capital, T-Mobile, SoftBank, and OMERS, Dialpad is redefining how AI delivers customer experience. Visit dialpad.com to learn more.