Diabolocom is designed for rapid implementation, especially when integrating with leading Customer Relationship Management (CRM) systems. The overall process moves quickly from initial platform setup to comprehensive agent training and validation, often completed in a streamlined fashion compared to legacy systems. The company emphasizes a hands-on approach, supporting the customer from start to finish to ensure quick integration and long-term stability.
Implementation Process and Duration (Timeframe: Rapid, with integrations possible in minutes)
Platform Setup & Configuration:
Setup of the core customer platform in the cloud environment.
Configuration of call scenarios, campaigns, and desired communication channels (voice, SMS, email, chat, social media).
Integration & Synchronization:
Seamless integration with existing business tools, particularly native integration with CRMs like Salesforce, Microsoft Dynamics, and Zendesk.
Setup of Computer Telephony Integration (CTI) features and automatic data synchronization.
Implementation of Single Sign-On (SSO), if required.
Testing & Validation:
Thorough testing of routing rules, agent workflows, and system functionality.
Final validation to ensure the configuration meets the defined business requirements and service quality objectives.
Training & Go-Live:
Comprehensive training sessions for administrators, supervisors, and agents.
Soft launch or full go-live with continuous support from the implementation team.
Customisation
The Diabolocom platform is recognized for its extensive customization capabilities, allowing businesses to tailor the cloud contact center solution to their precise operational requirements. Customization is achieved through flexible administration tools, open APIs for complex system integration, and configurable workflows that adapt to an organization's unique processes and customer journeys.
Customization Capabilities
Customizable Features and Workflows:
The platform is built to be highly flexible, allowing customization of workflows and features to align with specific organizational goals.
Administrators can easily manage and create their own scripts and routing rules without advanced technical expertise.
Tailored Routing and IVR:
Multi-criteria call routing can be configured based on business-specific criteria, such as caller ID, call origin, inquiry type, and agent skill/availability.
Interactive Voice Response (IVR) systems can be customized and changed in real-time to manage call peaks and minimize waiting times.
CRM and Ecosystem Integration:
Beyond native integrations with popular CRMs, the platform offers open API access for developing custom connectors with other proprietary or niche business systems.
The solution supports custom integrations to unify the entire customer relationship ecosystem and centralize data.
Reporting and Analytics:
The platform provides customizable dashboards and reporting tools, allowing users to generate tailored reports focused on specific metrics and Key Performance Indicators (KPIs) relevant to the business.
Additional Costs
Diabolocom's pricing model is primarily based on subscription, typically a license-per-user-per-month structure. The total cost is generally divided into a one-time initial implementation fee and ongoing operational costs. Specific pricing details are usually provided upon request, as the final cost depends on the number of users, the features selected, and the required level of customization.
Cost Breakdown
Setup Fees (Non-Recurring Fees):
A one-time setup fee, also referred to as a "Non-Recurring Fee," is charged for the initial Build phase.
This fee covers the configuration of the customer platform, system testing, scenario and campaign setup, channel configuration, and initial administrator/agent training.
Ongoing License Costs (Subscription):
A license fee is charged per user per month for access to the software. Pricing is available upon request but may start at a specified rate (e.g., €30.00/month or lower for specific integrations).
This fee covers the core functionality, including inbound (IVR, ACD) and outbound call management, written channels (email, SMS, chat), and access to statistics and real-time supervision tools.
Maintenance and Support Charges (Included in Ongoing Costs):
Software updates and maintenance are typically included as part of the ongoing monthly license fee.
Standard client support is provided during business hours (e.g., Monday–Friday 8 am–7 pm).
A 24/7 incident hotline is generally provided for handling critical system issues and emergencies.
Training
Diabolocom provides comprehensive support and training resources to ensure rapid and smooth user adoption. The emphasis is on highly responsive, hands-on support during implementation and accessible resources for continuous learning. Training is tailored to different user roles, such as administrators, supervisors, and agents, and leverages the platform's own data and tools to make learning highly relevant and effective.
Training and Support Details
Initial Implementation Support:
Dedicated Implementation Team: Customers are guided through the setup phase by an exceptionally responsive customer support team, which helps streamline the deployment process.
Valuable Guidance: The team listens to the client's needs and provides expert guidance throughout the setup, helping with platform configuration and integration with existing systems like CRMs.
Agent Training and Continuous Improvement:
No Adaptation Period: The user-friendly interface is designed for high agent adoption, often requiring no lengthy adaptation period.
Data-Driven Training: The platform's AI-powered features (like call transcription, auto summaries, and quality monitoring) are used to gather real-world customer interaction examples, turning them into practical training modules.
Real-Time Coaching: AI tools act as a "personal coach" for agents, offering real-time feedback and guidance to enhance performance and drive continuous improvement.
On-Demand Resources: Training is also delivered through various formats, including training documentation, live online training sessions (webinars), and potentially in-person instruction.
Ongoing Support Channels:
Dedicated Support: Users have access to support via phone and email.
24/7 Incident Hotline: For critical issues, 24/7 support is provided to manage system emergencies and ensure maximum availability.
Self-Service Knowledge Base: Resources such as help guides, video guides, and blogs are maintained for users seeking quick answers and best practices.
Security Measures
Diabolocom, as a cloud contact center provider, places a high priority on data security and compliance with major industry standards. The measures are designed to protect sensitive customer information, especially payment card data, through certified security protocols, encryption, and adherence to global data protection regulations.
Security Measures and Compliance
PCI DSS Compliance:
The platform is certified as compliant with the Payment Card Industry Data Security Standard (PCI DSS), which is essential for businesses handling cardholder data.
Secure Payment IVR: For payments over the phone, the agent redirects the caller to a secure Interactive Voice Response (IVR) system. This involves installing a firewall or a secure redirection step between the agent and the cardholder.
Data Masking: No confidential card information is disclosed, recorded, or accessible to the agent during the payment process, ensuring end-to-end encryption and data confidentiality.
Regulatory Compliance:
The company adheres to major data protection legislation, including the General Data Protection Regulation (GDPR) and the French Data Protection Legislation, which govern the collection, processing, and storage of personal data.
Data Sovereignty: The solution is available on a secure, sovereign cloud, helping clients comply with data residency requirements.
General Security Practices:
Data Encryption: Robust security measures include data encryption to protect sensitive customer data both in transit and at rest.
Access Controls: The platform uses access management controls to limit who can access specific data, ensuring only authorized personnel can view sensitive information.
Call Recording and Audit Trails: Call recording is available for quality assurance and compliance purposes, with clear processes for managing and protecting these recordings.
Updates
As a modern, 100% cloud-based (SaaS) solution, Diabolocom’s platform is built to align with the latest market innovations, implying a continuous cycle of updates and improvements. Updates, which often include new AI features, are managed to ensure minimal disruption and high availability, keeping the platform competitive and compliant with evolving technologies.
Update Frequency and Management
Continuous Innovation and Cloud-Native Updates:
The solution is cloud-hosted and leverages a Continuous Integration and Continuous Deployment (CI/CD) model, which allows for rapid, frequent releases of features, bug fixes, and security patches.
As a CCaaS (Contact Center as a Service) provider, the platform is constantly updated to incorporate the latest advancements in technology, particularly in proprietary AI features.
Update Management and Delivery:
Zero-Downtime Deployment: Updates are typically managed with a focus on seamless integration, ensuring high availability and minimal to zero downtime for users.
Proactive Planning: The engineering and product teams collaborate to define and prioritize product features and enhancements to ensure timely delivery of product releases.
Compliance and Maintenance: Updates also serve to maintain compliance with applicable laws, regulatory requirements, and technical standards, which is an ongoing process for a cloud platform.
Feature Deployment:
New features, such as advanced AI tools like Generative AI Agent Assist and Voice Analytics, are delivered directly through the cloud solution or made available via APIs, providing immediate access to new capabilities.
Data Ownership and Portability
Diabolocom, in line with modern data protection regulations like GDPR, operates on a clear model where the customer maintains ownership and control over their data. The software provider acts as a processor, using the data only to provide the service. This framework ensures customers have the right to access, transfer, and manage their data, preventing vendor lock-in and safeguarding privacy.
Data Ownership and Portability Details
Client Data Ownership:
The client (your organization) retains full ownership of all data collected, processed, and stored within the platform, referred to as "Client Data" or "Personal Data."
Diabolocom, as the service provider, acts as the data processor, meaning it only handles the data on the client's behalf and according to their instructions, primarily to deliver the agreed-upon services.
Data Portability (Right to Transfer):
The software is designed to comply with the right to data portability, such as that outlined in GDPR, which allows customers to receive their personal data in a structured, commonly used, and machine-readable format.
While specific export tools and formats (e.g., CSV, XML) are not explicitly detailed in publicly available terms, the commitment to facilitating data transfer is a requirement for compliance with European data protection legislation.
Data Handling Upon Termination:
Contractual agreements typically outline the procedures for the return and/or secure deletion of all client data upon the termination of the service contract.
The client is given a defined period to retrieve all their data, after which Diabolocom is responsible for its complete and certified destruction from their servers.
Regulatory Compliance:
The company explicitly operates under major data protection frameworks, including the General Data Protection Regulation (GDPR), which reinforces the customer's right to data access, rectification, and portability.
Scaling Up / Down
Diabolocom is a cloud-based solution built on highly scalable infrastructure, allowing organizations to flexibly adjust their user capacity and feature usage. The terms are designed to be adaptable, making it easy for businesses to scale up during peak seasons or periods of rapid growth and to scale down during leaner times, often without being locked into rigid minimum seat requirements.
Scalability and Flexibility Terms
Elastic and Cloud-Native Scalability:
The platform is a Cloud Contact Center as a Service (CCaaS) solution, leveraging its cloud architecture to offer horizontal and vertical scaling. This allows the platform to handle rapid fluctuations in call volume and user seats without performance degradation.
Some materials reference an "innovative FlexScale technology" that enables effortless adjustment of communication needs without penalties or downtime.
User/Seat Flexibility (Scaling Up):
The service is designed to be highly flexible, allowing companies to quickly and easily add new user licenses (seats) as their team or call volume grows, with immediate provisioning of services.
The company is noted for having no minimum seat requirement, making it accessible and scalable for businesses of all sizes, from small teams to large enterprises.
Adjusting Capacity (Scaling Down):
Customers can typically reduce their number of active licenses or overall capacity in line with their evolving business needs or seasonal variations in demand (e.g., after a holiday peak).
The contract's specific terms and minimum commitments will govern the actual process, notification period, and any potential fee adjustments for scaling down.
Pricing Model:
The license-per-user, per-month subscription model facilitates scaling, as billing is directly tied to the number of active users, ensuring costs reflect current operational needs.
The terms & conditions for contract renewal and cancellation
Specific contractual terms for renewal and cancellation are highly dependent on the individual contract signed between the client and Diabolocom. However, typical industry standards for Software as a Service (SaaS) providers usually involve fixed-term contracts that automatically renew unless a written notice of termination is provided by either party within a specified notice period. Cancellation typically involves penalties or the obligation to pay for the remainder of the current term if done prematurely.
Contract Renewal and Cancellation Details
Contract Duration (Initial Term):
The service is typically provided under a contract for a fixed duration, often one to three years, though the specific length is negotiated per client.
Automatic Renewal:
Contracts generally include a clause for automatic renewal for a subsequent fixed term (often equivalent to the initial term) unless one of the parties gives written notice of termination.
Notice Period for Non-Renewal:
A specific notice period (e.g., 60 or 90 days) prior to the contract's renewal date is usually required for a client to prevent the automatic renewal. Failure to provide timely notice results in the renewal of the contract.
Cancellation/Termination:
Early Termination: If the client wishes to terminate the contract before the end of the current term (initial or renewed), they may be subject to a cancellation fee or be required to pay the full subscription fees for the unexpired portion of the term.
Termination for Cause: Either party usually has the right to terminate the contract immediately in the event of a material breach of the agreement (e.g., non-payment by the client) that is not remedied within a certain period.
Data Retrieval:
Upon cancellation, the contract will detail the client's window of time to retrieve their data, after which Diabolocom is obligated to securely destroy the data.
Compliance
Diabolocom, as a cloud contact center platform, meets several critical international and regional compliance standards, focusing heavily on data protection, security, and the handling of sensitive financial information. Adherence to these standards is essential for operating across different markets and ensuring client trust, particularly in data-sensitive sectors like banking and e-commerce.
Key Compliance Standards
General Data Protection Regulation (GDPR):
The software is fully compliant with the GDPR, the strict data protection law governing the handling of personal data for residents of the European Union.
Compliance ensures customer data is processed lawfully, transparently, and securely, with provisions for data rights like access, rectification, and portability.
PCI DSS (Payment Card Industry Data Security Standard):
The platform is certified as compliant with PCI DSS, which is mandatory for any entity that stores, processes, or transmits cardholder data.
This certification is achieved through secure features like the Secure Payment IVR, which prevents sensitive payment card information from being exposed to agents or recorded in the system.
ISO 27001 (Information Security Management):
While often implied for cloud providers, major CCaaS providers typically adhere to or are certified against ISO 27001, the international standard for information security management systems (ISMS). This demonstrates a systematic approach to managing sensitive company and customer information.
Sovereign Cloud and Local Data Protection:
The service is available on a secure, sovereign cloud, which assists clients in meeting local data residency requirements by ensuring data storage and processing occur within specific geographic boundaries (e.g., European data remaining in Europe).
Adherence to specific national data protection laws, such as the French Data Protection Legislation, is also a key compliance point.
