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DialOnce and OBS have utilized their collaboration with a mutual client to confirm the performance and complementarity of their respective digital tools. Combined, these tools not only reduce costs but also significantly enhance customer experience. Adrien LESAGE, Sales Director at DialOnce, and Sven THIÉBAUT, Marketing Project Manager at OBS, each explain through a practical demonstration why they initiated this strategic and promising partnership.
The Voice Guide is an Interactive Voice Response (IVR) solution that connects callers to the right telephone skills via a voice server qualifying the caller's intent. This service allows the client to efficiently manage incoming calls, have a high success rate in connection, and globally improve customer satisfaction.
DialOnce offers a platform for orchestrating customer contact journeys (voice and digital) to direct them towards the best solution for facilitating the first interaction. The orchestration platform presents 2 use cases:
OBS' Voice Guide manages voice flow with agility, giving autonomy to the client company. The offer specializes in voice. Complementing this with DialOnce’s Visual IVR enhances the attractiveness of the offer while retaining its successful DNA: agility and autonomy. Thus, coupling the two offers allows proposing an innovative and ROI-focused package.
There is a natural synergy between our two solutions from a technical standpoint, as explained by Sven. From DialOnce’s perspective, we wanted to increase our market visibility and approach IVR publishers. That's why we turned to the market leader: OBS. This collaboration has evolved progressively through various common projects (DIAC, Crédit Foncier, Engie, DGFIP...). This synergy exists with all OBS customer relationship offers (MVP, FCC, GV, Kiamo...).
Our clients share the same challenges of customer experience, cost control, and digital transformation. When the Voice Guide directs a calling client to the right telephone skill, DialOnce’s Visual IVR switches low-value calls to a digital journey to reduce treatment costs, or unprocessed calls to improve reachability.
DialOnce's Visual IVR combined with OBS’ Voice Guide provides a significant competitive advantage over other market offers.
The Voice Guide is an agile and evolving solution that can be deployed in a package within 3 to 5 weeks. It has been designed for businesses through a cloud approach that allows evolution.
The implementation of DialOnce's Visual IVR, generally simple, is even more so with OBS’ Voice Guide. The industrialized integration between our two solutions offers more agility with less burden for the client company. The setup involves defining customer journeys with the business in relation to OBS and DialOnce experts. There is no IT impact.
Since the launch of this offer, several multi-sector actors have engaged in various sectors (telecoms, energy, insurance, retail...). On average, DialOnce's Visual IVR can reduce the volume of incoming calls by 5 to 15% while improving customer experience through a reachability increase of up to 20 points. Thus, the company can free up time for outbound calls and increase commercial productivity. Clients appreciate the joint support provided by OBS and DialOnce in guiding them in using the solution and achieving their KPIs. For example, the Directorate General of Public Finances particularly appreciates DialOnce's Visual IVR for the agility offered by the solution to modify journeys autonomously, ensuring a reduction of about 10% in call volumes for over 3 years. Schindler, for instance, improves its reachability by offering a response to 100% of calls 24/7 while reducing call volumes.
The results of this partnership are conclusive. We are considering a deeper integration of DialOnce into our solution to offer unique reporting. We intend to maintain this collaboration over the long term, and the solution is indeed marketed with all OBS customer relationship offers.
We aim to continue developing our client portfolio with OBS to facilitate IT interactions for our clients, go further with 360° reporting, and provide a view of the entire customer journey. So, we are just at the beginning of this adventure!
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