Omnichannel Contact Center Software

Q: How do you implement an omnichannel strategy?

To implement an omnichannel strategy, follow these steps: Existing channel analysis: Understand which channels your customers use and prefer. Data integration: Ensure that customer data is centralized and accessible across all channels. Uniform experience: Create consistent messages and experiences across all channels. Appropriate technology: Use tools and platforms that support omnichannel integration, such as the Diabolocom solution. Team training: Train your teams in a customer-centric, omnichannel approach. Evaluate and adjust: Measure performance and adjust your strategy based on feedback.

Q: Why use an omnichannel contact center?

Using an omnichannel contact center enables companies to: Improve the customer experience : offer consistent, connected customer service across all channels. Increase efficiency : Centralize customer interaction management for greater operational efficiency. Collect valuable data : Obtain comprehensive information on customer preferences and behaviors. Meet modern expectations : Satisfy customers who expect a seamless, integrated experience. Personalize interactions : Use data to offer more personalized and relevant interactions.

Centralize customer interactions on a single interface, ensuring a streamlined and comprehensive omnichannel experience.

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Diabolocom's Omnichannel Solution for Contact Centers and Call Centers

A unified interface for an omnichannel strategy

Our omnichannel contact center software provides your advisors with an overview of the different communication channels (call, SMS, email, voice message, social networks). This feature saves them time in managing omnichannel requests, as they can easily access the exchange history.

Establish proactive omnichannel campaigns and expand contact points. By seamlessly switching different channels directly in our CCaaS, your advisors increase their conversion rates.

With Diabolocom's omnichannel software, you get a comprehensive view of all customer interactions

Optimize omnichannel flow management

Achieve optimized customer interaction flow with instant synchronization of your staff’s status across each channel. Communications are automatically directed to agents the moment they become available.

Our omnichannel contact center software features a unified and precise routing engine for voice, written and digital channels ensuring interactions are directed to the most suitable available agent. Customize and easily configure routing rules according to your specific criteria with our omnichannel contact center solution.

Ensure greater availability through efficient omnichannel management

Maximize your agents’ efficiency by making real-time decisions about which channels require their focus. This approach leads to improved Key Performance Indicators (KPIs) with our omnichannel contact center software.

Streamline your data consolidation and analyze your contact center performance using Diabolocom’s omnichannel software. Supervisors gain access to comprehensive statistical data and customizable dashboards, to support advisors and improve their communication strategies.

Track your performance across any communication channel used

Get closer to your customers and prospects

Choose your preferred communication channel from our omnichannel contact center software: email, voicemail, SMS, social networks. This flexibility allows customers and prospects to seamlessly transition between channels while preserving the history of each interaction.

Foster dynamic and captivating interactions through our omnichannel communications. Strengthen customer loyalty by choosing the most relevant channels that best align with their preferences. Optimize your brand’s visibility by engaging on your prospects’ most-used channels. You’re where people expect you to be!

The Preferred Communication Channel in our Diabolocom Omnichannel Solution

Optimize your omnichannel performance with our proprietary AI

Diabolocom AI improves the efficiency of routing and processing of your omnichannel interactions. Through smart categorization, it ensures that requests are directed to the most appropriate agent. What’s more, you have access to automatic transcription and summary of interactions in your augmented omnichannel contact center software.

Incorporate Diabolocom AI to integrate self-care channels such as voicebots into your strategy. You’ll provide your customers with a simple automated solution for their common requests, and free up time for your agents.

Diabolocom AI for managing interactions in your omnichannel solution

"We receive 25,000 emails per month, which are automatically sorted thanks to our integration between Diabolocom software and our CRM. Subsequently, a portion of the responses is automated through the tool."

Chantal Thoma

Customer Relations Director at RS Components France

Discover Diabolocom's omnichannel contact center software

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Features of our omnichannel contact center software

Voices

Optimize inbound and outbound call management with cloud-based contact center software natively integrated with your CRM and business tools.

Email

Handle your emails with the same allocation rules as other channels to ensure consistent, personalized customer communication.

SMS

Leverage business SMS as an effective marketing tool with our automated SMS campaigns.

Utilize targeted SMS to support your customers during their interactions, such as sending appointment confirmations or links to their account.

Chat, Chatbot, Voicebot, Social Networks

Reach out to your customers on their preferred channel: Chat, Chatbot, Voicebot, Social Networks and instant messaging. Your agents can handle interactions from any of these channels, thanks to integrations with our partners.

Workforce Management

Improve team productivity by efficiently managing workforce allocation, scheduling, and agent assignments.

Revise your strategy in real time to better manage the level of communication with your customers!

Quality Monitoring

Enhance your teams’ performance and make strategic choices through comprehensive quality monitoring of communications with Diabolocom.

Analyze the service and overall performance of your teams, evaluate personalized or automated conversations and communication across different channels.

CRM integrations

Integrate your Diabolocom call center software to your CRM or trade tools in a few clicks such as Salesforce, MS Dynamics, ServiceNow, etc.

Centralize and manage your customer data on a single interface.

Diabolocom is natively integrated with your CRM and business tools.

Frequently Asked Questions

What is an omnichannel software?

Omnichannel software is an integrated system that enables companies to communicate with customers across various channels. This includes digital channels such as social networks, e-mails and websites, as well as traditional channels such as calls.

What is omnichannel communication?

Omnichannel communication refers to the use of multiple communication channels in an integrated way to interact with customers. Unlike multi-channel communication, where each channel operates in isolation, omnichannel ensures a uniform, connected customer experience, where information and interactions are shared and consistent across all channels.

How does omnichannel work?

Omnichannel works by integrating and synchronizing all a company’s communication and sales channels. This enables customers to move seamlessly from one channel to another (for example, from website to physical store), maintaining the continuity of their experience and information.

What is the objective of an omnichannel strategy?

The aim of an omnichannel strategy is to deliver a seamless, consistent customer experience across all communication and sales channels. This improves customer satisfaction and loyalty, while increasing the effectiveness and reach of the company’s marketing and sales efforts.

How do you implement an omnichannel strategy?

To implement an omnichannel strategy, follow these steps:

Existing channel analysis: Understand which channels your customers use and prefer.
Data integration: Ensure that customer data is centralized and accessible across all channels.
Uniform experience: Create consistent messages and experiences across all channels.
Appropriate technology: Use tools and platforms that support omnichannel integration, such as the Diabolocom solution.
Team training: Train your teams in a customer-centric, omnichannel approach.
Evaluate and adjust: Measure performance and adjust your strategy based on feedback.

What is an omnichannel contact center?

An omnichannel contact center is a customer service system that enables companies to interact with customers across various channels (such as phone, email, chat, social media) in an integrated and consistent way, delivering a seamless and personalized customer experience.

Why use an omnichannel contact center?

Using an omnichannel contact center enables companies to:

Improve the customer experience: offer consistent, connected customer service across all channels.
Increase efficiency: Centralize customer interaction management for greater operational efficiency.
Collect valuable data: Obtain comprehensive information on customer preferences and behaviors.
Meet modern expectations: Satisfy customers who expect a seamless, integrated experience.
Personalize interactions: Use data to offer more personalized and relevant interactions.

What are the main advantages of omnichannel contact center softwares?

Diabolocom’s CCaaS (Contact Center as a Service) solution offers the following key benefits to the contact center, whatever its industry or size:

flexibility and scalability,
cost reduction,
access to the latest technologies,
easy integration with other systems,
facilitating remote working,
improving the customer experience,
centralized data management,
enhanced security and compliance.