Name: Dyalogo
Author: Dyalogo SAS

Help Desk

Web and Video Conferencing

Customer Support

Alumni Management

Education

AI Document Creation

Business Intelligence (BI)

Collaboration

Communications Platform as a Service (CPaaS)

Enterprise

Accounting

Loan Origination

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Block Storage

Blockchain Analysis

Cloud Storage

Data Center Outsourcing (Canada)

Data Integration

Database Performance Monitoring

Debugging

Edge Computing

Electronic Data Interchange (EDI)

Encryption Key Management

Fraud Detection

Integration Platform as a Service (iPaaS)

Load Balancing

Master Data Management (MDM)

Mobile Application Performance Monitoring  (APM)

Network Function Virtualization (NFV)

Network Performance Monitoring

Runtime Application Self-Protection

SQL Server Performance Monitoring

Secure Access Control

Secure Web Gateway

Security Analytics

Security Awareness Training

Web Content Filtering

Wireless WAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Community

Content Management

Customer Journey Mapping

Digital Analytics

Email Marketing

Grant Management Software

Livestream

Marketing Automation

Predictive Analytics

Real-Time Interaction Management

Social Media Management

Survey & Forms Building

Tag Management

Usability Testing

Web Analytics

Marketing

Business Caller ID

Interactive Whiteboard

Project Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Predictive Sales Analytics

Sales Email Tracking

Sales

Card Management

Computer-Aided Design (CAD)

Dealer Management

Restaurant Management

Tour Operator

Vertical-Specific

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Crowdtap

Document Locator

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Screenful Oy

Dyalogo is a cloud-based contact center software designed to enhance customer service experiences across various communication channels. This solution caters to call centers, customer service departments, sales and marketing teams, e-commerce companies, and financial institutions. According to the vendor, Dyalogo offers user-friendly interfaces and quick implementation, allowing both technical and non-technical users to efficiently manage and monitor agent performance in real-time. Additionally, Dyalogo provides seamless integration with external applications, omnichannel support, chatbot automation, and various features to streamline communication processes.

## Key Features

**Cloud Contact Center**: According to the vendor, Dyalogo allows users to manage contact centers in the cloud, improving customer service experience across various communication channels without the need to purchase equipment or commit to long-term contracts.

**100% Cloud-Based**: Dyalogo provides access to the software without installing any applications on agent computers or requiring a VPN. According to the vendor, it is hosted on Google Cloud Platform, making it an ideal solution for remote work and does not lock users into any contracts.

**Easy and Quick Implementation**: According to the vendor, Dyalogo offers user-friendly interfaces and requires no technical knowledge, allowing non-technical users to utilize the system's full capabilities. The software is designed for fast and easy setup.

**Real-Time Monitoring**: According to the vendor, Dyalogo enables users to supervise and view agent status from anywhere. It provides real-time performance statistics for all communication channels, facilitating effective performance management.

**Team Productivity**: According to the vendor, Dyalogo allows users to configure shift schedules, receive alerts for non-compliance, and access detailed reports on agent activity. It enables users to measure the performance and behavior of each agent, optimizing team productivity.

**Unified Environment**: Dyalogo allows users to manage multiple communication channels in a simple and homogeneous way. It includes scripts and categorization for each interaction, providing a unified experience for handling different channels.

**Integration with External Applications**: Dyalogo seamlessly integrates with external applications, allowing users to exchange information with business systems. According to the vendor, it offers API integration and ensures smooth connectivity with mission-critical systems.

**Interaction Recording**: According to the vendor, Dyalogo records all activities across communication channels, making it an integral part of management reports. It stores up to 3 months of information for comprehensive data analysis.

**Omnichannel Support**: Dyalogo enables users to effectively manage all communication channels, including phone, SMS, chat, WhatsApp, Facebook Messenger, Instagram, email, and web forms. According to the vendor, it ensures seamless integration and support for all channels.

**Chat Integration**: According to the vendor, Dyalogo integrates with popular messaging platforms like WhatsApp, Instagram, Facebook Messenger, and web chat. Interactions can be handled by agents or specialized bots, providing a versatile and agile operation.

Norada Solve360

Lingo is a telephony and VoIP software solution from Lingo.

Small Team

Standard

Plus

Lingo

Dyalogo

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Dyalogo SAS

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Dyalogo

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What is Dyalogo?