According to Datacom’s 2025 State of AI Index, 87% of New Zealand organisations now use some form of AI, up from 66% in 2024 and 48% in 2023. Of those, 88% report positive operational impact, particularly in productivity, decision-making, and customer experience.
This momentum is supported by sustained technology investment. IDC forecasts that New Zealand public-cloud spending will reach NZD $5.1 billion by 2026, underscoring a shift toward scalable, AI-ready service environments. Yet only 12% of organisations have successfully scaled AI across their entire business, highlighting the need for integrated platforms, governed deployment, and a shift from tools toward outcomes. This is the space where Dialpad’s AI-powered contact-centre platform continues to gain global traction.
These local shifts reflect a wider international trend. Grand View Research projects the global call-centre AI market will exceed USD $7 billion by 2030, fuelled by demand for automation, intelligent routing, and real-time analytics. IBM’s Global AI Adoption Index further reports that 42% of enterprises have already deployed AI solutions, with another 40% actively exploring implementation.
To support New Zealand businesses through this next stage of AI maturity, BayCom has been appointed a Certified Delivery Partner for Dialpad, the AI-powered cloud communications and contact-centre platform used by service-centric organisations worldwide. The partnership brings advanced agentic capabilities, such as real-time transcription, automated call summaries, sentiment analysis, AI-driven CSAT prediction and agent-assist workflows into a locally delivered, governance-aligned environment tailored to NZ operational requirements.
New Zealand’s regulatory direction is strengthening in support of responsible enterprise AI. In 2025, the Government released New Zealand’s Strategy for Artificial Intelligence: Investing With Confidence, alongside national Responsible AI Guidance for businesses and public agencies. Both frameworks emphasise transparency, ethical design, and transparent governance, critical factors for customer-facing AI and emerging agentic workflows.
Dialpad’s Voice Intelligence (Vi™) engine directly supports these principles, delivering real-time conversation insights, automated coaching prompts, sentiment tracking, and streamlined after-call workflows. Combined with BayCom’s implementation, integration, and optimisation expertise, NZ organisations gain a pathway to build AI-enabled service environments that improve reliability, enhance productivity, and strengthen frontline performance.
As global adoption accelerates and customer expectations rise, Dialpad is set to play an increasingly central role in how New Zealand organisations modernise service delivery. BayCom’s role as a Certified Delivery Partner ensures local businesses can deploy these capabilities with the governance, resilience, and operational support required to succeed with agentic AI.
About BayCom
BayCom is a New Zealand ICT provider specialising in cloud communications, unified collaboration, and secure infrastructure solutions. The team partners with organisations nationwide to deliver technology that improves performance, strengthens resilience, and supports long-term strategic outcomes.
About Dialpad
Dialpad is an AI-powered communications and contact centre platform used globally for unified calling, messaging, meetings, analytics, and customer experience solutions. Its Voice Intelligence (Vi™) engine provides real-time insights that enhance productivity and streamline service operations.