Case Study: Cricket Australia achieves scalable, flexible fan communications with Dialpad

Why does Cricket Australia say Dialpad is “in a class of its own

Australia’s Cricket, through Cricket Australia and its state associations, needed a better way to handle fan and member calls during heavy renewal and event periods. Its legacy telecom system was hard to manage, had recurring outages, limited call routing and capacity, and forced the organization to pay for peak seating even in off-seasons. Dialpad was brought in as the communications platform to support these needs.

Dialpad implemented a flexible calling solution with browser, desktop, and mobile apps, plus integrations with Microsoft Teams and Microsoft 365. The result was more reliable peak-period call handling, better visibility through real-time transcription, notifications, and post-call summaries, and the ability to manage high volumes without system failures. Cricket Australia reported that even on days with the same volume that previously caused meltdowns, Dialpad did not compromise performance.

Australia’s Cricket

Murray Newham

Senior Manager of Cloud Platforms