“Our Customer Care Department has to manage over 50 millions incoming calls every year. We have a leadership position in France and wanted to show our customers that we are now the most innovative postal service in Europe. Dial-once is at the forefront of eCare and when we asked, they delivered.”

Raphaël Colas, La Poste

“We are convinced that the Dial Once’s solution really improves Customer Experience on this historical channel that phone is. It is particularly helpfull in this booming period for customers calls due to the recent launch of extended or illimited offers in telecommunications. Congrats for this innovation!”

Joanny Husson , Norauto

“Dial Once is the digital solution missing to link digital eco-system and telephony tools. Their approach is unique: they are 100% focused on the customer and that is why we decided to integrate Dial Once in our portfolio.”

Dorothée Dalaine, The Social Client / Acticall-SITEL

“Effective is the word that comes to my mind when I think of the Dial Once project. Always available, they accompanied us in the implementation of the solution and really considered all our specificities. During the project phase, they knew how to make us benefit from their last technological evolutions. They were proactive and agile throughout the project.”

Luc Rondot, Crédit Foncier

“Dial Once provides a unique solution which helps Paris City Hall to handle inbound calls. Behind its innovative solution, Dial Once’s strengh is its capability to provide a true consulting approach, which is very useful during the project.”

Richard Le François, Mairie de Paris

Dial Once allows autonomous taxpayers to be routed in the answers to their queries or to realize actions linked to the withholding tax process directly online. It allows us to focus our agents’ resources on users who most need to be accompanied. It perfectly complements our 16 call centers dedicated to user assistance.

Emmanuel Cardot, Customer Relationship Manager - Public Relations Strategy - Direction Générale des Finances Publiques (French public tax)

BUILD AN OPTIMIZED CUSTOMER JOURNEY ACROSS DIFFERENT CHANNELS

Dial Once provides technology and services which optimize the routing of contacts to the right solution in an omnichannel environment.

Available from any channel (voice and/or digital), end users are redirected to the Dial Once interface which qualifies their intention and finds in real-time the best available solution for a given context and the organization’s policy.

Thanks to the Dial Once technology, low-value voice calls may be redirected to digital self serve contents. Vice versa, high-value web contacts may be redirected to a live agent to initiate a phone and/or a chat conversation. In this case, the web context can be transferred to the conversation to enable a seamless transition.

The technology and Dial Once’s expertise in customer relations lowers the customer’s effort to find the solution to its intention while reducing processing costs for the organization and accelerating digital transformation.

Dial Once is complementary to the tools chosen by its clients and interfaces with CRM’s, IVR’s and Chatbots of the market. Whether for the contact center or the sales network, Dial Once’s technology is quick and easy to set up, the performance is measurable and the ROI immediate.

During the set-up phase, a comprehensive list of intentions is identified for all inbound contact channels (web, app, phone, etc). All existing solutions with their associated constraints (time, availability, language, etc..) providing answers to the intentions are also listed. An on-line tools enables clients to autonomously and visually associate intentions to solutions and modify the routing algorithm.

Clients have the visibility on the overall contact flow on all inbound channels (web, app, phone, chat, etc…), their associated intentions, the proposed solutions and potentially, to the resolution ratio of the proposed solution. Dial Once enables the appreciation of the efficiency and performance for solutions to any given intention. If sufficient data is available, Machine Learning based algorithm can also be used to optimize the overall flow.