In the year 2025, customers expect instant access.
Whether through phone, chat, SMS, or social media, the assumption is simple: if you’re not available, a competitor will be.
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.
The cost of failing to meet these expectations is tangible. Missed calls aren’t just lost opportunities; they erode trust.
“If you’re reachable, you’re in the game,” says James Scott, Senior Solutions Engineer for North America at Diabolocom.
“You miss 100 percent of the calls you don’t answer. That’s not just about revenue; it’s about long-term trust.”
“If a call doesn’t reach the right person quickly, it erodes the relationship.”
Defining Reachability
But what does reachability actually mean?
For Scott, reachability is the ability of an agent or a client to connect quickly and meaningfully.
It’s not as simple as just getting someone on a call; it’s about enabling them to achieve the purpose of that interaction.
“For a sales call, that might be initiating the sales process efficiently. For customer service, it delivers the high-quality care the client expects,” he explained.
For the modern agent, reachability means no longer being tied to a desk. Customers expect real-time service, and organizations must meet these expectations.
This is where tools like Diabolocom Mobile – the industry’s first app-free mobile CX solution – are crucial, as they allow agents and field service staff to handle calls from anywhere.
“The shift from on-prem to cloud-based contact centers was the first step,” says Scott.
“Mobile takes it further: what if agents could leave the contact center entirely and still be reachable, still be able to connect with clients effectively?”
And the solution isn’t 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.
Indeed, Diabolocom’s mantra is that mobility doesn’t compromise quality, rather it enhances it.
The tool integrates with all major CRM systems, giving agents the context they need to respond effectively.
Improving Reachability
In addition to Diabolocom Mobile, there are plenty of other solutions that can be deployed to improve reachability.
Diabolocom’s Engage platform, for example, uses Automatic Call Distribution (ACD) to direct calls to the right agent immediately.
The benefits of this feature can be seen in practice with its implementation for Cordon Group, one of Europe’s leading players in the electronics sector.
The firm operates a call center that receives over 100,000 calls per year. In 2023, Cordon Group introduced Diabolocom’s ACD solution to route incoming calls according to the agent’s skill level.
This proved to be a great success, with the company’s Quality of Service (the rate at which incoming calls are picked up) averaging 91% for 2023.
Cordon Group also achieved a reachability rate of 98%, well above expected averages, for outgoing calls made manually from the Diabolocom platform.
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.
“These live insights aren’t just metrics; they’re actionable intelligence,” Scott says.
“They help companies protect the customer experience and maintain high standards, even during peak periods.”
Brink’s France is a good example of how that feature can benefit a business:
“We use all the possibilities offered by Diabolocom – from the voice server to post-call satisfaction surveys and real-time indicators – to automate what can be automated and provide supervisors with a complete view of activity,” explained François-Xavier Schepereel, Customer Relations Director for Brink’s France.
Virtual numbers 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.
Frédéric Durand, CEO of Diabolocom, notes:
“Virtual numbers let your teams operate independently of physical locations. You can centralize management, track performance, and maintain service continuity seamlessly.”
AI and the Future of Reachability
Looking ahead, AI is unsurprisingly key to shaping the next level of reachability.
Intelligent virtual agents can handle first-line interactions 24/7 across multiple channels, freeing humans for complex or high-value conversations.
Scott detailed how reachability is evolving from just getting a human on the line to ensuring intelligent agents deliver high-quality service at scale.
“The challenge is to keep humans in the loop where they matter most, but leverage AI where it can act effectively,” he said.
Why Reachability Matters
For enterprises, reachability cannot be ignored. It has the potential to drive revenue, build trust, and strengthen loyalty.
“In a saturated market, your technology has to do what it says it does,” Scott explains.
“If it delivers on its promise, it separates the wheat from the chaff – and that’s what gives businesses an edge.”
By combining mobility, intelligent routing, AI, real-time monitoring, and virtual numbers, contact centers can build a system that never misses a customer.
You can find out more about Diabolocom’s Mobile solution and how it is helping organizations master reachability by checking out this article.
You can also discover Diabolocom’s full suite of services and solutions by visiting the website today.
