{"id":75846,"date":"2025-11-07T09:30:13","date_gmt":"2025-11-07T09:30:13","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75846"},"modified":"2025-11-06T13:57:07","modified_gmt":"2025-11-06T13:57:07","slug":"never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/","title":{"rendered":"Never Miss a Customer Again: Master Reachability Across Channels"},"content":{"rendered":"

In the year 2025, customers expect instant access.\u00a0<\/span>\u00a0<\/span><\/p>\n

Whether through phone, chat, SMS, or social media, the assumption is simple: if you\u2019re not available, a competitor will be.\u00a0<\/span>\u00a0<\/span><\/p>\n

For modern contact centers, that expectation is both a challenge and an opportunity. Omnichannel engagement, intelligent IVR, real-time customer satisfaction surveys, and seamless CRM integration are no longer optional; they are now the tools that define competitive service.\u00a0<\/span>\u00a0<\/span><\/p>\n

The cost of failing to meet these expectations is tangible. Missed calls aren\u2019t just lost opportunities; they erode trust.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIf you\u2019re reachable, you\u2019re in the game,\u201d says <\/span>James Scott, Senior Solutions Engineer for North America at Diabolocom.<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cYou miss 100 percent of the calls you don\u2019t answer. That\u2019s not just about revenue; it\u2019s about long-term trust.”\u00a0<\/span><\/p><\/blockquote>\n

\u201cIf a call doesn\u2019t reach the right person quickly, it erodes the relationship.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Defining Reachability<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

But what does reachability actually mean?\u00a0<\/span>\u00a0<\/span><\/p>\n

For Scott, reachability is the ability of an agent or a client to connect quickly and meaningfully.\u00a0<\/span>\u00a0<\/span><\/p>\n

It\u2019s not as simple as just getting someone on a call; it\u2019s about enabling them to achieve the purpose of that interaction.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cFor a sales call, that might be initiating the sales process efficiently. For customer service, it delivers the high-quality care the client expects,\u201d he explained.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

For the modern agent, reachability means no longer being tied to a desk. Customers expect real-time service, and organizations must meet these expectations.\u00a0<\/span>\u00a0<\/span><\/p>\n

This is where tools like <\/span>Diabolocom Mobile<\/span><\/a> \u2013 the industry\u2019s first app-free mobile CX solution \u2013 are crucial, as they allow agents and field service staff to handle calls from anywhere.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThe shift from on-prem to cloud-based contact centers was the first step,\u201d says Scott.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cMobile takes it further: what if agents could leave the contact center entirely and still be reachable, still be able to connect with clients effectively?\u201d\u00a0<\/span><\/p><\/blockquote>\n

And the solution isn\u2019t limited to improving pick-up rates. With Diabolocom Mobile, mobile phones become complete CX tools, allowing agents to log interactions, update CRMs, and automate follow-ups.\u00a0<\/span>\u00a0<\/span><\/p>\n

Indeed, Diabolocom\u2019s mantra is that mobility doesn\u2019t compromise quality, rather it enhances it.\u00a0<\/span>\u00a0<\/span><\/p>\n

The tool integrates with all major CRM systems, giving agents the context they need to respond effectively.<\/span>\u00a0<\/span><\/p>\n

Improving Reachability<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

In addition to Diabolocom Mobile, there are plenty of other solutions that can be deployed to improve reachability.\u00a0<\/span>\u00a0<\/span><\/p>\n

The benefits of this feature can be seen in practice with its <\/span>implementation for Cordon Group,<\/span><\/a> one of Europe\u2019s leading players in the electronics sector.<\/span>\u00a0<\/span><\/p>\n

The firm operates a call center that receives over 100,000 calls per year. In 2023, Cordon Group introduced Diabolocom\u2019s ACD solution to route incoming calls according to the agent\u2019s skill level.<\/span>\u00a0<\/span><\/p>\n

This proved to be a great success, with the company\u2019s Quality of Service (the rate at which incoming calls are picked up) averaging 91% for 2023.<\/span>\u00a0<\/span><\/p>\n

Cordon Group also achieved a reachability rate of 98%, well above expected averages, for outgoing calls made manually from the Diabolocom platform.<\/span>\u00a0<\/span><\/p>\n

As well as ACD, the CCaaS provider also delivers actionable insights via real-time dashboards, which highlight queue statuses, waiting times, and service levels, with alerts that flag issues before they escalate.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThese live insights aren\u2019t just metrics; they\u2019re actionable intelligence,\u201d Scott says.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThey help companies protect the customer experience and maintain high standards, even during peak periods.\u201d\u00a0<\/span><\/p><\/blockquote>\n

Brink’s France is a good example of how that feature can benefit a business:<\/span>\u00a0<\/span><\/p>\n

“We use all the possibilities offered by Diabolocom \u2013 from the voice server to post-call satisfaction surveys and real-time indicators \u2013 to automate what can be automated and provide supervisors with a complete view of activity,\u201d explained <\/span>Fran\u00e7ois-Xavier Schepereel, Customer Relations Director for Brink’s France<\/span><\/b>.<\/span>\u00a0<\/span><\/p>\n

Virtual numbers<\/span><\/a> also play a key role. By offering local, national, or international numbers, businesses gain a sense of presence where it matters most, improving pickup rates and ensuring consistent reachability.\u00a0<\/span>\u00a0<\/span><\/p>\n

Fr\u00e9d\u00e9ric Durand, CEO of Diabolocom<\/span><\/b>, notes:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cVirtual numbers let your teams operate independently of physical locations. You can centralize management, track performance, and maintain service continuity seamlessly.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

AI and the Future of Reachability<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Looking ahead, AI is unsurprisingly key to shaping the next level of reachability.\u00a0<\/span>\u00a0<\/span><\/p>\n

Intelligent virtual agents can handle first-line interactions 24\/7 across multiple channels, freeing humans for complex or high-value conversations.\u00a0<\/span>\u00a0<\/span><\/p>\n

Scott detailed how reachability is evolving from just getting a human on the line to ensuring intelligent agents deliver high-quality service at scale.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThe challenge is to keep humans in the loop where they matter most, but leverage AI where it can act effectively,\u201d he said.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Why Reachability Matters<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

For enterprises, reachability cannot be ignored. It has the potential to drive revenue, build trust, and strengthen loyalty.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIn a saturated market, your technology has to do what it says it does,\u201d Scott explains.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIf it delivers on its promise, it separates the wheat from the chaff \u2013 and that\u2019s what gives businesses an edge.\u201d\u00a0<\/span><\/p><\/blockquote>\n

By combining mobility, intelligent routing, AI, real-time monitoring, and virtual numbers, contact centers can build a system that never misses a customer.\u00a0<\/span>\u00a0<\/span><\/p>\n

You can find out more about Diabolocom\u2019s Mobile solution and how it is helping organizations master reachability by checking out this article<\/a>.<\/span><\/i><\/p>\n

You can also discover Diabolocom\u2019s full suite of services and solutions by <\/span><\/i>visiting the website today<\/span><\/i><\/a>.\u00a0<\/span><\/i>\u00a0<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

In the year 2025, customers expect instant access.\u00a0\u00a0 Whether through phone, chat, SMS, or social media, the assumption is simple: if you\u2019re not available, a competitor will be.\u00a0\u00a0 For modern contact centers, that expectation is both a challenge and an opportunity. Omnichannel engagement, intelligent IVR, real-time customer satisfaction surveys, and seamless CRM integration are no […]<\/p>\n","protected":false},"author":4983,"featured_media":75855,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-75846","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-ccaas","tag-omni-channel","tag-workforce-management","brands_to_track-diabolocom","editorial_type-interview","intent-discovery","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"\nNever Miss a Customer Again: Master Reachability Across Channels - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including CCaaS, Omni-channel, Workforce Management and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Never Miss a Customer Again: Master Reachability Across Channels\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including CCaaS, Omni-channel, Workforce Management and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-07T09:30:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Diabolocom_Demand_Silver_Jan25_Dec25_CX-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Never Miss a Customer Again: Master Reachability Across Channels\",\"datePublished\":\"2025-11-07T09:30:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/\"},\"wordCount\":900,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Diabolocom_Demand_Silver_Jan25_Dec25_CX-1.png\",\"keywords\":[\"CCaaS\",\"Omni-channel\",\"Workforce Management\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/never-miss-a-customer-again-master-reachability-across-channels-diabolocom-cs-0031\/\",\"name\":\"Never Miss a Customer Again: Master Reachability Across Channels - 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Diabolocom\u2019s Engage platform, for example, uses <\/span>Automatic Call Distribution<\/span><\/a> (ACD) to direct calls to the right agent immediately.<\/span>\u00a0<\/span><\/p>\n