Diabolocom Features
What are the features of Diabolocom?
Channels
- Voice
- Social
- Mobile SMS
Functions
- Session Routing
- Session Queuing
- Speech Analytics
- Auto Dialer
- IVR
- Inbound Screen Pop
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
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Diabolocom Categories on G2
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Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Phone Number Management
Local Phone Numbers | Generate phone numbers native to a target location | Not enough data | |
Toll-Free Numbers | Create toll free numbers for tracking purposes | Not enough data | |
Port Existing Numbers | Transfer existing numbers into the call tracking system | Not enough data |
Tracking
Visitor & Keyword Tracking | Record which campaigns and landing pages are converting into phone calls | Not enough data | |
Dynamic Number Insertion | Assign a unique tracking number to each visitor | Not enough data | |
Multi-Channel Call Attribution | Decipher which marketing channels are converting and most effective | Not enough data |
Call Routing
IVR | Direct a phone call without the need for a human representative, but instead a voice responder | Not enough data | |
Call Scheduling | Route calls based on the time of the day to reach the proper representative | Not enough data | |
Geo-Routing | Route calls based on location to reach the proper representative | Not enough data |
Analytics
Call Data | Provide the representative with caller data upon receiving a phone call | Not enough data | |
Call Recording | Offer the ability to capture and replay a conversation for further information | Not enough data | |
Advanced Reporting | Prepare detailed reports regarding call data by source, keyword, or landing page | Not enough data | |
Conversation Intelligence | Uses machine learning to analyze conversations and optimize call performance | Not enough data |
Basic Communication
Phone Calls | Enables users to place phone calls over the internet. | Not enough data | |
Video Calls | Enables users to place video calls over the internet. | Not enough data | |
Instant Messaging | Enables users to send instant messages over the internet. | Not enough data | |
Screen Sharing | Enables users to share screens over the internet. | Not enough data | |
Conference Calls | Enables multiple users to make phone or video calls over the internet at once. | Not enough data | |
Desk-to-Desk Calls | Enables users to contact one anothers through mobile phones and landlines. | Not enough data |
Advanced Features
Hold Music | Offers users the option to play music for contacts who are on hold. | Not enough data | |
Automated Attendants | Offers users the option to set up an automated attendant to field calls and information when employees are unavailable. | Not enough data | |
VOiP Number | Offers users a unique number that can be dialed from anywhere. | Not enough data |
Access
Software Pairing | Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365. | Not enough data | |
Browser Extension | Allows users to download the tool along as an extension to their browser of choice. | Not enough data | |
Individual Download | Requires users download the software on its own. | Not enough data |
Calling
Record Calls | Records calls for future reference. | Not enough data | |
Generate Location | Generates an area code local to where the user is calling to increase likelihood of pick-up. | Not enough data | |
Call Types | Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. | Not enough data | |
Click-to-Call | Gathers contacts from integrated tools, allowing users to call with one click. | Not enough data |
Contacts
Personalization | Retains a log of extraneous contact information such as timezone and contact engagement. | Not enough data | |
Information Locater | Finds and opens saved contact information for reference at the time of a new call. | Not enough data | |
Record Prospect Data | Allows users to denote which contacts they believe are prospective customers. | Not enough data |
Insights
Notes | Allows users to take notes during or after the call for future reference. | Not enough data | |
Daily Summary | Delivers users a daily summary of activity. | Not enough data | |
Automated Voicemails | Sends automated voicemails to prospective clients who fail to answer. | Not enough data | |
Automated Emails | Sends automated emails to increase engagement with prospective clients. | Not enough data | |
Sorts Prospects | Organizes contacts based on probability of success. | Not enough data |
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. | Not enough data | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | Not enough data | |
Predictive Dialer | Uses an algorithim to predictive when an operator will be available to handle their next call. | Not enough data |
Agent Tools
Omnichannel | Ensures that the caller experience is seamless across their entire call. | Not enough data | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. | Not enough data | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. | Not enough data | |
Call Recording | Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | Not enough data |
Automation
Voice Activity Detection | Decides response type by determining if voice is a human response or an answering machine. | Not enough data | |
Voice Broadcast | Presents a prerecorded audio message when the call is answered. | Not enough data | |
Interactive Voice Response (IVR) | Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | Not enough data | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | Not enough data | |
API / Integrations | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | Not enough data |
Conferencing Options
Group Live Chat | Provides a live chat feed during a screen sharing session. | Not enough data | |
Audio Conferencing | Allows users to communicate via audio channels. | Not enough data | |
Video Conferencing | Allows users to communicate via video channels. | Not enough data |
Presenter Tools
Live Preview | Provides a live preview of what viewers are seeing in real-time. | Not enough data | |
Notifications Blocker | Blocks notifications from other applications from appearing during a screen sharing session. | Not enough data | |
Remote Control | Allows users to give audience members control of cursors or tools on the shared screen. | Not enough data | |
Switch Presenter | Allows presenters to relinguish presenter access to another user in a call. | Not enough data |
Application Tools
Password Protection | Provides password protection to screen sharing sessions. | Not enough data | |
Recording | Allows users to record screen sharing sessions for later review. | Not enough data | |
In-Browser Application | Software is available within browsers. | Not enough data |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions | Not enough data | |
Calibration | Offers features for maintaining fair and consistent scoring | Not enough data | |
Reports | Generates quality and performance reports | Not enough data |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions | Not enough data | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback | Not enough data | |
Training | Tools for educating and training agents | Not enough data |
Performance
Integrations | Integrates with other customer service or CRM software | Not enough data | |
Compliance | Helps ensure customer privacy and data protection | Not enough data |
Channels
Voice | Based on 14 Diabolocom reviews. Provides voice call functionality. | 93% (Based on 14 reviews) | |
Social | Provides an interface for one or more social media channels. This feature was mentioned in 12 Diabolocom reviews. | 26% (Based on 12 reviews) | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 10 Diabolocom reviews. | 27% (Based on 10 reviews) | |
Mobile SMS | Based on 11 Diabolocom reviews. Accepts contacts initiated through SMS or other mobile text functions. | 35% (Based on 11 reviews) | |
As reported in 11 Diabolocom reviews. Allows CSRs to receive and answer customer emails. | 55% (Based on 11 reviews) |
Functions
Session Routing | Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. 13 reviewers of Diabolocom have provided feedback on this feature. | 81% (Based on 13 reviews) | |
Session Queuing | Callers can be routed to a queue or placed on hold until an agent becomes available. 13 reviewers of Diabolocom have provided feedback on this feature. | 83% (Based on 13 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. 11 reviewers of Diabolocom have provided feedback on this feature. | 35% (Based on 11 reviews) | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. 13 reviewers of Diabolocom have provided feedback on this feature. | 65% (Based on 13 reviews) | |
IVR | Includes an interactive phone menu. 12 reviewers of Diabolocom have provided feedback on this feature. | 74% (Based on 12 reviews) | |
Inbound Screen Pop | Populates CSR's screen with available customer data. 14 reviewers of Diabolocom have provided feedback on this feature. | 65% (Based on 14 reviews) | |
Persistent Data | As reported in 11 Diabolocom reviews. Maintains and shares information across channels and agents as the case progresses. | 52% (Based on 11 reviews) |
Administrative
Session Summary Notes | Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. This feature was mentioned in 12 Diabolocom reviews. | 56% (Based on 12 reviews) | |
Administrator Access | As reported in 12 Diabolocom reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 76% (Based on 12 reviews) | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 14 reviewers of Diabolocom have provided feedback on this feature. | 76% (Based on 14 reviews) | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. 12 reviewers of Diabolocom have provided feedback on this feature. | 85% (Based on 12 reviews) | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. This feature was mentioned in 12 Diabolocom reviews. | 85% (Based on 12 reviews) | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data |
Administration
Martech Integrations | Integrates with marketing software such as CRM, marketing automation, and digital advertising to measure and optimize the customer journey across channels | Not enough data | |
Privacy, Security, and Compliance | Helps companies ensure they comply with industry-specific standards for data management and privacy, such as PII, PCI, HIPAA, and GDPR | Not enough data | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took | Not enough data |
Voice
Dictation | Provides dictation capabilities. | Not enough data | |
Accuracy | Gives the user a reliable and accurate transcription of the text. | Not enough data |
Transcription
Speaker Identification | Identifies and differentiates between different speakers. | Not enough data | |
Timecode Management | Provides timestamps for the transcription and gives the user the ability to alter them. | Not enough data | |
Closed Captioning | Allows for transcription to be displayed as closed captioning for a video. | Not enough data | |
Custom Dictionary | Ability to add words or phrases to a custom dictionary for transcription. | Not enough data |
Editing
Collaboration | Have the ability to share your project and grant collaborators access to comment or edit. | Not enough data | |
Spell Check and Punctuation | Provides spell checking and punctuation, such as commas, periods, and question marks. | Not enough data | |
Text Editing | Facilitates the editing of transcription via a text editor. | Not enough data | |
Translation | Allows for the translation of the transcribed text. | Not enough data |
Integration
Data Security | Gives the user a secure platform for transcription which does not scrape data or compromise user data. | Not enough data | |
API | Provides an API to port the transcription into external applications. | Not enough data | |
Voice Files | Supports uploading recorded voice data into the solution. | Not enough data | |
Live Captioning | Allows for the user to incorporate live transcription into video footage. | Not enough data | |
Integrates With Existing Applications | Integrates with existing applications to allow for seamless transcription of audio. | Not enough data |
Responses
Customization | Customize your chat workflows with rules and automations. | Not enough data | |
Control | Control who the chatbot converses with (and when). | Not enough data | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. | Not enough data | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. | Not enough data | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. | Not enough data |
Platform
Live chat | Provide tools for live chat on one's website. | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. | Not enough data | |
Branding | Has the ability to customize look and feel of chatbot to match` company branding. | Not enough data | |
Analytics | Gives user the ability to analyze conversations with the chatbot and see its performance. | Not enough data | |
A/B testing | Allows users to test the efficacy of various responses through A/B testing. | Not enough data | |
Role-based access | Allows for varying access to chatbot and admin settings, depending on user, their role, etc. | Not enough data | |
Collection of information | Can collect and store information from interlocators, such as email, phone number, etc. | Not enough data | |
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Queue Management | Provides queue management in case of increase in case/call inflow. | Not enough data | |
Call Routing | Allows distribution of incoming calls to agents. | Not enough data | |
Call Back | Allows users to request a call back. | Not enough data | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | Not enough data | |
Automatic Call Distribution | Allows automatic distribution of incoming calls to the agents. | Not enough data |
Workforce Management
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. | Not enough data | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
