ViaDialog
3 minutes
Discover how ViaDialog is revolutionizing customer service
Updated on:
4/3/25
According to a Viadialog study, 78% of consumers expect a seamless experience across phone, chat, and social media. However, 62% of contact centers fail in this regard.
ViaFlow, the omnichannel solution from Viadialog, allows you to:
✅ Centralize all customer channels in 1 interface
✅ Reduce processing time by 40%
✅ Improve NPS (satisfaction) by 35+ points
Based on real cases like Fnac+ and Veepee.
Omnichannel: The Numbers That Will Convince You (Viadialog Study 2024)
Our survey of 347 contact centers reveals:
89% of agents juggle between 4+ unconnected tools → 15h/month wasted
Only 24% provide a unified experience (email → phone → chat)
Business impact:
🔻 -18% in revenue for siloed companies
🔼 +52% retention with an integrated platform
“Before ViaFlow, our advisors had to switch between 6 screens. Now, everything is centralized.”
– Élodie P., Customer Service Director, LDLC Group
AFI Assurances Case
With ViaFlow, we handle 60,000+ minutes of incoming calls/month
🔝 95% availability (vs 50% before)
📅 Full implementation in just 6 weeks
Impact of SNCF Connect & Tech
Our partnership with Viadialog enabled a 50% reduction in support tickets thanks to:
🤖 Intelligent automation via ViaSay
🔗 Complete integration with Zendesk
ViaFlow: The Omnichannel Foundation for French Leaders
Key Features
Unified Inbox
Aggregates 12+ channels: WhatsApp, Apple Business Chat, email, SMS...
Example: La Poste Mobile handles 89% of requests in <1h via this module
Smart Routing
Automatically directs requests to:
→ The most competent available agent
→ The optimal channel (e.g., complexity → phone)Customer result: -68% transfers
Customer Journey Visualizer
Maps the customer journey in real time across all channels
Adidas Case: Detection of 23% abandonment on the chatbot → script optimization
Screenshot:
[IMAGE screenshot Interface ViaFlow]
Viadialog Ecosystem:
Combine ViaFlow with:
ViaSpeech: Real-time call analysis
ViaBrain: Predictive AI to anticipate peaks
ViaLeads: Qualification of incoming leads
ViaFlow + ViaSay form an unbeatable duo. Our Iberia customer service now handles 2000 requests/month automatically without involving our agents.
— Customer Support Director, Iberia Group
Customize ViaFlow with Viadialog Solutions
ViaSpeech (Voice AI Analysis)
Real-time transcription of calls
Emotion detection (anger, satisfaction)
KPI: 92% accuracy (independent benchmark)
ViaEngine (No-Code Workflows)
Automation of complex scenarios:
Escalation to a supervisor
Sending after-sales service post-purchase
Advantage: Reduction of 400h/year of development (source Viadialog)
ViaSay (Voice Chatbot)
The voice and chat automation platform that revolutionizes self-service:
✅ 99% automation (Thalys case)
✅ Native Salesforce integration → +40% agent productivity
✅ Automatic report generation
Concrete customer cases:
Company | Results | Quote |
|---|---|---|
TGV Lyria | 2000 requests/month handled autonomously | "ViaSay responds 24/7 when our agents are asleep" |
Iberia | AI trained on 12,000+ specific scenarios | "The best AI in the aerospace sector" |
Why do major French accounts choose us?
Criteria | ViaFlow | Zendesk | Genesys Cloud |
|---|---|---|---|
Native omnichannel | ✅ 12+ channels | ❌ Paid modules | |
Price (50 agents) | 49€/agent/month | 79€/agent/month | |
Support in France | 24/7 included | Business hours | |
Major account references | SNCF, La Poste, BUT | Generalists |
Key Viadialog advantage:
“The only French editor certified ISO 27001 with sovereign hosting (OVHcloud).”
Our hexagonal expertise is seen in:
Taking into account the specificities of French GDPR
The fine analysis of the multichannel customer journey (52% of French interactions combine phone + email)
A technical support based in Lyon
5 Steps to Choose Your Platform
Audit your current customer channels
Test omnichannel unification (ViaFlow demo)
Check GDPR compliance
Demand native connectors (e.g., Salesforce)
Measure the real ROI via a POC
