Contact centers are under pressure. Rising customer expectations, fragmented systems, and mounting operational costs are pushing organizations to rethink how they manage support.
One company taking a different approach is Diabolocom, a French contact center software provider that has spent the past two decades refining its platform across European markets. Recently expanding into South America, the Middle East, and the U.S., the company is drawing attention for how it integrates AI into everyday customer interactions—not as an add-on, but as a core part of the experience.
Diabolocom is firmly set on investing in AI capabilities to strengthen its position as an AI-as-a-service provider. To achieve this, the vendor leverages its tech to produce modular, no-code AI solutions that provide “real business value.”
While the market is filled with an almost infinite number of customer service and experience tools – which can often be overwhelming for agents to navigate – Diabolocom’s philosophy is to develop technology not for the sake of it, but to enhance day-to-day business operations effectively for enterprises of all sizes.
Part of this vision involves adopting a more holistic approach to using AI in the contact center. Instead of incorporating third-party AI solutions like many companies are currently doing, Diabolocom chose to develop its own CX-oriented AI technologies that perfectly fit business needs.
Diabolocom differs from others in the space by ensuring that CX is central throughout the design process.
Indeed, while discussing this with CX Today, Jonathan Foureur, Head of AI at Diabolocom, mentioned that AI capabilities should be “designed by default.”
“That’s why we manage every step of the way, from data gathering to training models to putting them in production as a product.”
This not only allows Diabolocom to shape products that fit market expectations but also to do so in a time-to-market that is “reasonable and scalable.”
Becoming a Differentiator is Hard – Diabolocom Has a Plan
Becoming differentiated from the rest of the market is the holy grail in any sector, and the CCaaS space is no exception to the rule.
Outside of Diabolocom’s holistic strategy, Foureur also highlights the fact that the company’s AI modules are directly integrated into its IVR and call workflows.
He told CX Today, “You don’t have to set up anything to create an account, get an API key, and then try to do some web service integrations. Everything is already done and in the code.”
This simplification removes technical barriers, allowing teams to unlock AI-driven insights and functionalities such as transcription and analysis, effortlessly.
Another industry challenge is the fact that customers are locked into long contracts with their current CCaaS providers. To tackle this, Diabolocom has all of its products on the market available through native integration with its CCaaS and as standalone products.
“So if you have other CCaaS solutions that Diabolocom can engage with, you can directly plug our AI into your solution and there is no limitation regarding this.”
An Overview of Diabolocom’s AI Solutions
When it comes to the products themselves, Diabolocom has a comprehensive suite of AI-powered customer service and experience solutions and functionalities.
Among these is its Speech-to-Text Transcription tool, which transcribes customer interactions into usable text instantly and in any language. In providing a conversation history, the tool helps accelerate the resolution and follow-up of customer requests. This feature has been one of the company’s key performers, thanks to its best-in-class transcription, no-code setup, and the ability to offer “smaller delays than most transcriptions.”
Foureur also highlighted the vendor’s Quality Monitoring capabilities, which are built from the ground up and are able to automate 100% of evaluations. In addition, the solution boasts a hybrid AI-manual evaluation grid, which offers precise, unbiased results for confident, data-driven decisions. Moreover, Diabolocom’s Quality Monitoring is customizable, allowing users to tailor their AI evaluation criteria to match their specific goals for a perfectly aligned solution.
“Starting from scratch with state-of-the-art AI means we were able to develop this product with all these capabilities in mind at first glance,” he said.
“We didn’t have such legacy features to eliminate and change. From the beginning, we were able to deliver this state-of-the-art product, and we got a lot of positive feedback regarding this.”
In addition, the company also offers the following products:
Next Action Detection
Diabolocom’s next action detection functionality streamlines post-call work by giving agents a clear summary of completed actions. It automatically tracks who handled each task during the conversation, ensuring transparency and reducing the risk of oversight.
The system also identifies any pending tasks that require follow-up, such as sending an email or scheduling a callback. By capturing these next steps in real-time, Diabolocom helps agents stay organized and ensures a smooth, efficient customer experience.
Automatic Call Tags
The AI classifies and sorts interactions according to predefined, configurable criteria such as call reason, emergency level, and department concerned.
This helps in understanding and responding effectively to customer requests based on data.
Satisfaction Analysis
Diabolocom’s AI detects customers’ intentions, as well as satisfaction or irritation during interactions.
The data collected is used to understand customers better and refine scoring beyond NPS, enabling users to predict and detect risky interactions, personalize post-call treatment, and help reduce churn.
Summary Generation
Once a conversation is transcribed, the AI automatically produces a summary, allowing for more efficient request tracking.
The criteria for writing the summary can be modulated according to the indicators specific to each entity within the Diabolocom platform.
AI That Works for You
Diabolocom is more than a CCaaS provider – it’s an AI enabler that simplifies the adoption of cutting-edge AI without the usual friction.
Whether through seamless native integration or flexible standalone solutions, Diabolocom ensures that AI isn’t just a feature – it’s the foundation of a smarter, more efficient contact center.
Interested in finding out how you can implement Diabolocom’s solutions into your contact center?
