Diabolocom Pros and Cons

We were unsure what our day-to-day experience with Diabolocom would be like, and the surprise has been tremendous. Our agents have embraced it without any issues, with no need for an adaptation period.

In terms of management, with basic knowledge, you can easily administer and create your own scripts.

We have integrated it seamlessly with our CRM; it automatically retrieves our customer's record, saving our agents valuable time.

It is worth highlighting the constant support from both the technical and commercial teams, who provide swift and precise solutions while adapting to our needs.

For us, having a partner like Diabolocom brings immense peace of mind. Review collected by and hosted on G2.com.

There are always areas for improvement, and over time, we have seen them take shape.

Currently, production reports could be improved. While it is true that you have the ability to extract and generate your own reports, it would be helpful if supervisors themselves were able to analyse this information directly. Review collected by and hosted on G2.com.

Diabolocom management and technicians understood our use case. They applied the best solution in the configuration to achieve our objectives in the implementation.

It is easy to make the configurations. The usability of the web platform is very good.

Our business uses the service 24 hours a day, 7 days a week and the application is very stable. Review collected by and hosted on G2.com.

Many of the updates involve service interruptions of up to 30 minutes. In our case, it interrupts night work and we would like them to be shorter. Review collected by and hosted on G2.com.

After using Diabolocom for years, the product evolved and kept pushing the limits to an always better solution. The integration of AI solutions are looking game changing and very simple to implement.

Best CTI available on the market, outplay everyone else on every topics.

Great integration with Salesforce, in 5 minutes you get all the data from your calls into Salesforce.

Possibilities are almost unlimited, with a great set of API available, its possible to manage everything directly from Salesforce

It's always a pleasure to work with Diabolocom on future updates and features. Review collected by and hosted on G2.com.

Sometimes there's many ways to achieve the same objective, it might be hard to understand the best way to do it and why (and keep if harmonious). Review collected by and hosted on G2.com.

L'ergonomie de Diabolocom permet une prise en main rapide, tandis que la puissance de l'éditeur de scénarios permet une grande autonomie dans le déploiement. Un manager en centre d'appel peut créer lui-même des SVI poussés, sans intervention d'un interlocuteur plus technique (DSI). Un an après le déploiement, nous n'avons déploré aucune interruption de service, et l'hébergement dans un cloud souverrain est rassurante.

Le support, sollicité à quelques reprises, s'avère réactif. Review collected by and hosted on G2.com.

Les 3 rôles existants (conseiller / superviseur / administrateur) correspondent à une vision métier de l'éditeur qui ne correspond pas toujours à la réalité du terrain et est insuffisament customisable. Les options IA augmentent significativement le coût de licence. Review collected by and hosted on G2.com.

facilité d'utilisation, interface ergonomique Review collected by and hosted on G2.com.

complexité d'extraire les données, manque de rapports natifs

impossibilité de recuperer un compte supprimé

impossibilité de modifier les logins crées Review collected by and hosted on G2.com.

The integration was carried out on time, as planned in a simple and efficient manner. The tool is intuitive and accessible. When I can't find information in the knowledge base, the support team responds quickly and effectively. Review collected by and hosted on G2.com.

Some features deserve to see the light of day. For example, access to the Wallboard by all agents, individually. Practical when they are working remotely. Review collected by and hosted on G2.com.

L'équipe de chef de projet est performante et à l'écoute des clients.

Le paramétrage de l'outil est facile d'accès après la formation.

Les scénarios au sein de Diabolocom permettent de nombreuses possibilités dans la personnalisation de l'outil. Review collected by and hosted on G2.com.

Manque d'écoute de la part du produit : Certaines fonctionnalités demandées par de nombreux clients ne sont pas priorisées.

Le fait de ne pas ouvrir la partie telco à d'autres opérateurs du marché est dommage car ne permet pas de profiter du meilleur de chaque outil. Review collected by and hosted on G2.com.

Facilidades y funcionalidades. Funcion de supervision e informes Review collected by and hosted on G2.com.

Falta integrar Whatsapp que nos permita a traves de la plataforma escribir a nuestros clientes Review collected by and hosted on G2.com.

Interactive virtual agent and sentiment analysis represent additional AI elements within the Diabolocom platform which pay off when dealing with large quantities of communication with clients as well as when looking for general satisfaction among customers. Review collected by and hosted on G2.com.

It could have been perfect if the pre configured workfolws of Diabolocom have matched our exact processes in customer service department. This rigidity can hamper our efforts when trying to fine tune how several steps in our business processes are handled. Review collected by and hosted on G2.com.

Trato cercano, directo y ágil, entienden y personalizan perfectamente la herramienta al negocio particular. Review collected by and hosted on G2.com.

Lentitud desarrollos de funcionalidades generales de la herramienta Review collected by and hosted on G2.com.