Shop By
Industries
Softwares
Games
Smartwares
Package Solutions
Resources
Hot Deals
US/EN/USD
Talk to Software Expert
Get Listed
0Cart
Hello, Sign in
Your Account

Dimelo

Name: Dimelo
Rating: 4.5 (2 reviews)

By RingCentral

RingCentral Engage Digital best suited for companies with a minimum of 100 employees. RingCentral Engage Digital is a unified platform for customer service teams to manage all digital customer care channels and conversations, including email, social networks, chat, and mobile, through a single platform. Engage Digital unified interface is designed to increase the agent’s response rate, streamline resources allocation and level the flow during peak periods as well as track customer conversation history, monitor channel activity, and more. RingCentral Engage Digital allows users to create and define custom categories and criteria on which to filter and sort messages. Users can also set up routing rules which assign incoming messages automatically to the most qualified agents based on the their skills, languages, specialities, and more. All spam is automatically filtered and archived to ensure agents only focus on important messages. RingCentral Engage Digital helps users streamline customer service activity with features such as queue management, message prioritization, and desktop notifications. Users can set escalation rules which forward pending messages to other teams if an agent is unavailable. RingCentral Engage Digital enables users to manage customers effectively with conversation history tracking and one-click customer record access. Single CRM integration allows users to aggregate customer interactions and sync ticket information and customer profiles with CRM systems such as Salesforce and Microsoft Dynamics. RingCentral Engage Digital helps users respond to customer inquiries by grouping all customer messages into one conversation. Automatic responses and a reply assistant enable users to answer messages quickly and efficiently. Users can also set up a knowledge base to help agents respond more accurately to inquiries. RingCentral Engage Digital incorporates tools which help users supervise agent activity. Supervisors can set up validation rules for responses and track agent activity, in addition to monitoring agent screens in real time. This enables users to guide agents or follow along with live conversations. Supervisors can also manually assign messages to different agents in order to manage the incoming message queue. Users can monitor their activity on digital channels as well as measure the quality of their responses via a customer satisfaction questionnaire.

1284 Interested

Highlights : About Dimelo

AFFORDABLE

Save 30% or more with all-inclusive monthly pricing from a single provider.

EASY AND EFFICIENT

A complete cloud phone system that's easy to setup, use, and manage.

SERVICES AND SUPPORT

Professional services with comprehensive support whenever you need it.

ANY DEVICE

Work anywhere, anytime, on your laptop, tablet, or smartphone.

RELIABLE AND SECURE

Seven layers of security and redundant data centers ensure an "always-on service".

HIGHEST QUALITY

Benefit from the best quality of service available for your business communications.

About Dimelo

Specifications

Business Size

Mid-Market

Customization

Yes

Deployments

Cloud, Open API

Language Support

English,German,Spanish,French,Dutch

Platforms

Product Details

Features

Omni-Digital Platform

Digital Identification Module

Filter Messages

Automated Qualification of Messages

Define Rules and Criteria

Queue Management

Response Time Indication

Escalation Rules

Customer Digital Profile

One-Click Customer Record Access

Reply Assistant

Real-Time Agent Activity Tracking

KPIs (Key Performance Indicators)

ICE (Dimelo’s Proprietary Machine Learning Engine)

Route Messages to Qualified Agents

Dedicated Agent Workspace

SLA (Service Level Agreement)

Automated Message Forwarding

Desktop Notifications

Conversation History

Benefits

Optimized message-receiving process

When the centralized system receives inquiries coming from various channels, all messages are filtered to ensure they have routed the right and qualified agent based on their specialties, skills, and languages. Referred to as tailored triage by the platform, you can define your own criteria and set your own rules to qualify customer messages in different categories. Spam messages are filtered automatically so your agents won’t be distracted and, instead, focus on important messages.

Dedicated workspace for agents

Agents get a dedicated workspace to process incoming messages efficiently. Queue management lets you define business rules to know your priorities and guide agents on which messages to handle first. Setting SLAs (service level agreements) also lets you determine response time which, in turn, streamlines the message prioritization process. For instance, you may want to prioritize messages from customers, content (based on keywords), and channel (chat, social media, email, website). If an agent is unavailable or lacks the expertise for a certain inquiry, you can set escalation rules to forward pending messages to the right team or agent. To make sure everyone is on the same page, desktop notifications are sent even when a relevant window is closed.

Customer management solution

Regardless of the channel used by your customer, all your conversations are saved to keep track of your history. Digital identities from various channels are aggregated into a single customer record. Knowing if the customer has reached out in the past in which channel and whether you have resolved their issue can help you provide the right response and approach to handling the situation. The customer record can be accessed through a single click to immediately give you complete visibility of customer information such as profiles, conversation history, and channels used. To leverage this solution, you can also integrate Dimelo By RingCentral with your existing CRM with its provided web services and plug-ins.

Expedite response speed

The platform’s reply-assistant tool enables you to compose a sentence once and when the agent starts typing the same sentence, the rest of the sentence will automatically appear to save time. You can also prepare automatic responses that are tailored to specific issues. To avoid typo errors that can tarnish your brand’s reputation, a spellchecker is provided as well. All messages, including ones that come from various channels, that are related to a single ticket is aggregated to stay on top of it even when they are handled by different agents in multiple exchanges in a couple of days.

Agent supervision

You can optimize your team’s workload through message queues and manual forwarding to the right agent. Monitoring your agents in real-time is also possible to see a summary of their activities in the dashboard and even view their screens in real time. This lets you guide or help them in their conversations or take over in replying as necessary. Supervisors can also set validation rules before your agent’s response is sent automatically. In case there’s no rule defined, agents may select the option to validate with the manager before hitting send.

Monitor results

Specifically designed for customer relations, you can measure and monitor the effectiveness of your digital channels using key indicators. If you want to gather data about your activity, you can easily gather data on the number of messages you received and the type of message during a specific period of time. To measure the quality of your responses, you can ask a feedback from your customers through automatically sent questionnaires once the ticket is closed. This can help you determine which strategies you are doing good and which ones you need to improve on to increase customer satisfaction.

Recommended Product

Social Media Premium Package

Features: 30 High Quality Postings 3 Social Media Platform

Website Design Standard Package

Features: Linking 30 to 50 static pages. Call to Action feature.

Diginyze Standard Cloud

Features: Upto 500 products Listing 24/7 Chat BOT support.

ECommerce SEO Gold Package

Features: 1- 100 products optimized Easy way to position your ecommerce store in Google, Yahoo, and Bing results

SEO Advance Package

Features: Upto 200 Keyword Optimization ROI-Driven SEO

absence.io

Features: Vacation and absence Synchronize absence

Atolia

Features: Document Management Calendar Management

BoomTown Software

Features: Contact Manager CRM & Sales Dashboards

CaseFox

Features: Billable/non-billable hours tracking Time tracking by client

DonorStudio

Features: Integration with email and calendar clients Sponsorships and pledges

EduHappy

Features: Academic / education Assignment management

Emarsys

Features: Multichannel response & behavior Match anonymous data to known contacts

eRFP

Features: Automatic Formatting Knowledge Library

Userfeel

Features: Customer Journey Mapping Multi-Channel Collection

Report a Problem