Diabolocom

What Diabolocom does

Diabolocom provides an AI-powered cloud-based Contact Center as a Service (CCaaS) solution designed to transform customer engagement for businesses. Their platform offers intelligent automation, enhanced reachability, and actionable insights for customer service and sales teams. Key features include real-time call transcription, satisfaction analysis, next-best-action guidance, and lead management tools, all powered by proprietary generative AI. Diabolocom integrates seamlessly with leading CRMs like Salesforce, Oracle, Microsoft, and ServiceNow, and also provides full telecom services, ensuring premium voice quality and reliable communication. The solution aims to automate routine tasks, allowing teams to focus on building customer loyalty and driving growth. Diabolocom has been recognized by Frost & Sullivan for its innovation and AI leadership in customer experience.

Products

• Diabolocom CCaaS SolutionA cloud-based Contact Center as a Service (CCaaS) solution powered by proprietary generative AI for intelligent automation, enhanced reachability, and actionable insights for customer service and sales teams.
• AI SolutionsProprietary AI for customer experience that automates routine tasks, empowers agents, and provides accuracy, consistency, and scalability across customer interactions.
• Cloud Contact Center SoftwareA scalable, cloud-based omnichannel platform for delivering outstanding customer experience across all channels, with a simple, user-friendly interface and automated workflows.
• Lead Management ToolsAI-driven tools to increase engagement and build trust with prospects, including a dynamic dialer for effective lead management.
• Telecom OfferingsProvides premium voice quality and reliable communication for worldwide customer bases, acting as a telecom operator.
• Outbound Calling SolutionsTools to maximize reachability with AI-driven features, gain insights into sales activities, personalize and automate high-performance campaigns, and utilize a unified CRM interface with custom coaching tools.
• Diabolocom MobileA solution for mobile and hybrid teams that logs all mobile communications into CRM, automates SMS and email follow-ups, and includes generative AI features for transcribing, summarizing, and categorizing interactions.
• AI TranscriptionAn add-on feature that provides real-time call transcription.
• AI SummaryAn add-on feature that provides automatic summarization of interactions.
• AI Voice AnalyticsAn add-on feature for analyzing voice interactions.
• AI Agent AssistAn add-on feature to assist agents during interactions.
• Intelligent Virtual AgentAn add-on feature for self-service options.
• Automated Quality Monitoring (AQM)A feature that uses proprietary AI to analyze 100% of contact center interactions for quality monitoring.
• Voice PlanA plan offering voice channel, Smart IVR, ACD, skills-based routing, outbound campaigns, queue callback, dialer (preview, progressive AMD, predictive), script management, native CRM integrations, surveys, real-time supervision and analytics, and interaction recording.
• Omnichannel PlanIncludes all features of the Voice plan plus all digital channels, smart routing across all channels, and a unified agent desktop for all interactions.
• Ultimate PlanIncludes all features of the Omnichannel plan plus Automated Quality Monitoring (AQM).

Key capabilities

• AI-powered omnichannel platform
• Proprietary generative AI
• Real-time call transcription
• Satisfaction analysis
• Next-best-action guidance
• Intelligent automation
• Enhanced reachability
• Actionable insights
• Cloud-based CCaaS solution
• Full telecom services
• Premium voice quality
• Reliable communication
• Lead management tools
• AI agents for routine tasks
• Multilingual support via CCaaS and API
• Secure, sovereign cloud hosting
• In-house AI R&D
• Tailored AI training data
• Eco-friendly, cost-efficient models
• User-friendly interface
• Automated workflows across platforms (internet, text, social media)
• 24/7 self-service support
• Dynamic dialer
• Omnichannel marketing strategies
• Comprehensive insights into sales activities
• Personalized and automated campaigns
• Unified CRM interface with detailed tracking
• Custom coaching tools
• HIPAA compliant
• Native CRM integrations (Salesforce, Oracle, Microsoft, ServiceNow, HubSpot, Zendesk, SAP)
• API integrations
• Smart IVR
• ACD (Automatic Call Distribution)
• Skills-based routing
• Outbound campaigns
• Queue callback
• Dialer (preview, progressive AMD, predictive)
• Script management and guided conversations
• Surveys
• Real-time supervision and analytics
• Interaction recording
• AI Summary
• AI Voice Analytics
• AI Agent Assist
• Intelligent Virtual Agent
• Automated Quality Monitoring (AQM)
• International phone numbers
• Web call-back features
• HDS-compliant hosting
• PCI DSS-certified secure payments
• Automatic campaigns
• Single Sign-On (SSO)
• Mobile Plans for on-the-go agents
• Call categorization
• Next action prediction
• Unified agent desktop
• Email handling with allocation rules
• Business SMS for marketing and support
• Chat, Chatbot, Virtual Agent, Social Networks integration
• Automatic answering machine detection (AMD)
• Real-time performance monitoring
• KPI dashboards
• Call blending
• CRM-Driven Call Personalization
• Automatic Voicemail drop
• Real-Time Insights for Sales Growth
• Incoming call recognition
• Click-to-call
• Customer Data Screen Pop
• Self-Service automation
• Omnichannel External Routing
• API Library
• Native Sales Engagement/High Velocity Sales (HVS) Integration

Use cases

• Transforming customer interactions with AI-powered excellence
• Boosting automation in customer service
• Empowering agents to provide exceptional service
• Delivering seamless customer experiences across all channels
• Managing the customer journey effectively
• Increasing engagement and building trust with prospects
• Providing premium voice quality and reliable communication globally
• Accelerating business with AI that assists agents
• Engaging with customers on their preferred channels
• Maximizing reachability with AI-driven tools
• Gaining comprehensive insights into sales activities
• Personalizing and automating high-performance campaigns
• Utilizing a unified CRM interface for tracking
• Accessing custom coaching tools for teams
• Ensuring HIPAA compliance for healthcare organizations
• Improving customer service operations across multiple countries
• Achieving high first contact resolution rates and NPS scores
• Streamlining workflows with native CRM integrations
• Handling conversations with Salesforce
• Unifying customer data and managing interactions on a single interface
• Converting leads effectively with Microsoft Dynamics integration
• Personalizing conversations and driving growth with CTI integration
• Previewing and replaying calls for training and satisfaction
• Boosting team performance with ServiceNow CTI
• Centralizing and automating customer communications
• Routing incoming calls to the right agent using number recognition
• Handling calls within Oracle Service Cloud
• Managing calls directly in Zendesk
• Optimizing inbound and outbound call flows
• Boosting business ROI and enhancing service quality
• Gaining 360° control with call center software
• Optimizing customer experience and reducing waiting time with IVR
• Increasing first-contact resolution with IVR
• Efficiently managing incoming calls with ACD
• Integrating call center software with information systems
• Enhancing customer experience through better customer knowledge and personalized interactions
• Proactively managing operations and making informed decisions with real-time supervision
• Monitoring KPIs and analyzing call center performance
• Increasing agents’ operational efficiency and comfort
• Providing self-care functionalities for simple requests
• Leveraging advanced AI features like call transcription, summarization, categorization, next action prediction, and quality monitoring
• Turning customer service into a profit center
• Delivering personalized call experiences using CRM data
• Keeping response times under control with smart IVR
• Monitoring customer service standards and agent activity
• Managing omnichannel requests and communications
• Improving team collaboration and task tracking
• Prioritizing and routing calls to suitable agents
• Automating customer support with 24/7 call systems
• Supercharging sales with optimized outbound campaigns
• Increasing sales with power dialer
• Tailoring every conversation with CRM data and personalized scripts
• Automating repetitive sales tasks with AI
• Increasing reachability by rotating numbers, prioritizing calls, and scheduling callbacks
• Keeping agents focused on selling by automating administrative tasks
• Optimizing outreach with smart call blending
• Automatically qualifying contacts before calls
• Managing business mobile lines and SIM/eSIM cards
• Monitoring agent usage and managing services for mobile teams
• Transferring existing phone numbers seamlessly
• Ensuring service continuity for mobile agents
• Logging mobile interactions into CRM automatically
• Automating SMS and email follow-ups for mobile interactions
• Integrating with Salesforce Service Cloud and Sales Cloud
• Streamlining workflows and enhancing customer interactions with Salesforce CTI
• Providing a unified interface for agents within Salesforce
• Centralizing customer data and interactions within Salesforce
• Making, receiving, and analyzing calls from one interface in Salesforce
• Personalizing interactions with instant screen pop-ups in Salesforce
• Launching outbound calls with click-to-call in Salesforce
• Accessing real-time feedback, call monitoring, recording, and advanced reporting in Salesforce
• Automating routine requests and saving time in Salesforce
• Integrating external omnichannel routing in Salesforce
• Building cadences and structuring customer journeys with Sales Engagement/HVS integration
• Centralizing customer interactions on a single omnichannel interface
• Optimizing omnichannel flow management with instant synchronization of staff status
• Ensuring greater availability through efficient omnichannel management
• Getting closer to customers and prospects through preferred communication channels
• Optimizing omnichannel performance with proprietary AI for routing and processing
• Integrating virtual agents for self-care channels
• Handling emails with the same allocation rules as other channels
• Leveraging business SMS as an effective marketing tool
• Supporting customers during interactions with targeted SMS
• Reaching out via Chat, Chatbot, Virtual Agent, Social Networks
• Boosting sales and customer service teams’ productivity with Microsoft Dynamics CTI
• Making and taking calls directly inside Microsoft Dynamics
• Centralizing all customer interactions in Microsoft Dynamics
• Automating ticketing in Microsoft Dynamics
• Ensuring real-time sync across phone and CRM in Microsoft Dynamics
• Helping agents work faster with Microsoft Dynamics integration
• Accessing real-time call analytics in Microsoft Dynamics
• Using incoming call recognition in Microsoft Dynamics
• Logging all calls and recordings in Microsoft Dynamics
• Starting outbound calls with click-to-call in Microsoft Dynamics
• Powering smart routing with Microsoft Dynamics CRM data
• Automating simple requests with self-service automation in Microsoft Dynamics
• Turning ServiceNow into an all-in-one contact hub
• Providing a unified agent experience in ServiceNow
• Automating process and increasing productivity in ServiceNow
• Setting up ServiceNow CTI integration quickly
• Accessing all call tools within ServiceNow
• Boosting team’s productivity in ServiceNow
• Reducing operational costs with ServiceNow CTI
• Using incoming call recognition in ServiceNow
• Logging call history in ServiceNow
• Placing calls with click-to-call in ServiceNow
• Implementing intelligent CRM-based routing in ServiceNow
• Automating call forwarding for VIP customers in ServiceNow

AI approach

Diabolocom offers a cloud-based Contact Center as a Service (CCaaS) solution powered by proprietary generative AI. Their AI assistant integrates into customer interactions for real-time call transcription, satisfaction analysis, and next-best-action guidance. They have in-house AI R&D dedicated to customer relationships, tailor AI training data, and offer eco-friendly, cost-efficient models. Their AI features include transcription, summarization, categorization, next action prediction, quality monitoring, and intelligent virtual agents. These AI features can be integrated into any contact center solution via API or used within their cloud contact center platform.

Tech named: proprietary generative AI, AI Assistant, native AI for CX, in-house AI R&D, tailored AI training data, AI Transcription, AI Summary, AI Voice Analytics, AI Agent Assist, Intelligent Virtual Agent, Automated Quality Monitoring (AQM), low code no code AI, Answering Machine Detection (AMD)

Industries served

• Banking
• Insurance
• Automotive
• E-commerce
• Manufacturing
• Real Estate
• Healthcare
• Leisure
• Travel
• Services
• Energy
• Distribution

What it says sets it apart

• Cloud-based Contact Center as a Service (CCaaS) solution powered by proprietary generative AI
• Native AI for CX combined with full telecom services
• Hyper-customized customer interactions and telephony management
• Seamless integration with leading CRMs (Salesforce, Oracle, Microsoft, ServiceNow, HubSpot, Zendesk, SAP)
• In-house AI R&D dedicated to customer relationships
• Tailored AI training data for optimized performance
• Eco-friendly, cost-efficient AI models
• Recognized for AI excellence by Frost & Sullivan for 3 consecutive years
• Hosted on a secure, sovereign cloud (private cloud in Europe, global accessibility through hybrid cloud)
• Comprehensive expertise as a telecom operator, CCaaS infrastructure provider, hosting service, and integration specialist
• HDS-compliant hosting for healthcare organizations
• PCI DSS-certified secure payments
• No hidden fees, transparent pricing based on monthly per-user license and usage-based charges
• Proprietary AI features can be integrated into any contact center solution via API, or used within Diabolocom's platform
• Ability to analyze 100% of contact center interactions with proprietary AI for Quality Monitoring
• Dedicated mobile solution (Diabolocom Mobile) for on-the-go agents with automatic CRM logging and AI features
• Fast deployment and easy adoption for CRM integrations (e.g., Salesforce CTI)
• Unified interface for agents within CRM systems, reducing tab juggling and improving workflow
• Real-time sync between calls and CRM for accurate records and automated updates
• Automated ticketing and task management within CRM integrations
• Strong commitment to data sovereignty and carbon neutrality by 2030
• 20 years of customer experience expertise