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Quality Monitoring

Improve your customer service performance with Quality Monitoring.

Our key tool to enhance efficiency, boost performance, and add value to every customer interaction.

DESIGNED
AND HOSTED
IN FRANCE

logo entreprise française
logo afaq iso22301
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GDPR logo

Improve your customer service performance with Quality Monitoring.

Our key tool to enhance efficiency, boost performance, and add value to every customer interaction.

DESIGNED
AND HOSTED
IN FRANCE

logo entreprise française
logo afaq iso22301
logo rgpd
GDPR logo
Quality Monitoring

Improve your customer service performance with Quality Monitoring.

Our key tool to enhance efficiency, boost performance, and add value to every customer interaction.

DESIGNED
AND HOSTED
IN FRANCE

logo entreprise française
logo afaq iso22301
logo rgpd
GDPR logo
hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

+350 brands use ViaDialog to simplify their customer relationship.

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

+350 brands use ViaDialog to simplify their customer relationship.

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

+350 brands use ViaDialog to simplify their customer relationship.

Improve your service quality with a clear view of your interactions.

Listening and reviewing conversations

Access transcriptions, audio replays, or messages to analyze each exchange in detail.

AI assistant
Listening and reviewing conversations

Access transcriptions, audio replays, or messages to analyze each exchange in detail.

AI assistant
Listening and reviewing conversations

Access transcriptions, audio replays, or messages to analyze each exchange in detail.

AI assistant
Customizable rating grids

Create your own evaluation criteria: tone, adherence to procedures, efficiency, empathy…

call transcription
Customizable rating grids

Create your own evaluation criteria: tone, adherence to procedures, efficiency, empathy…

call transcription
Customizable rating grids

Create your own evaluation criteria: tone, adherence to procedures, efficiency, empathy…

call transcription
Agent and team statistics

Visualize scores, trends, and quality gaps by channel, agent, or period.

chart analysis
Agent and team statistics

Visualize scores, trends, and quality gaps by channel, agent, or period.

chart analysis
Agent and team statistics

Visualize scores, trends, and quality gaps by channel, agent, or period.

chart analysis
Comments and follow-up on action plans

Document the comments, share the evaluations, and track progress over time.

task segmentation
Comments and follow-up on action plans

Document the comments, share the evaluations, and track progress over time.

task segmentation
Comments and follow-up on action plans

Document the comments, share the evaluations, and track progress over time.

task segmentation
Manual or AI-assisted evaluation

Benefit from rating suggestions and automatic analysis of key points through conversational AI.

task segmentation
Manual or AI-assisted evaluation

Benefit from rating suggestions and automatic analysis of key points through conversational AI.

task segmentation
Manual or AI-assisted evaluation

Benefit from rating suggestions and automatic analysis of key points through conversational AI.

task segmentation

Automate the assessment of your customer service quality

Thanks to our Quality Monitoring solution, evaluate each customer interaction in real-time without manual effort. AI analyzes calls, identifies speech gaps, detects emotions, and raises weak signals to enable you to manage quality at scale. You gain responsiveness, continuously adjust your processes, and support your teams with reliable, actionable, and visualizable data at any time through interactive dashboards.

Designed for continuous improvement:

Automatic call listening

Detailed & exportable reports

Real-time quality monitoring

Data-driven piloting

Automate the assessment of your customer service quality

Thanks to our Quality Monitoring solution, evaluate each customer interaction in real-time without manual effort. AI analyzes calls, identifies speech gaps, detects emotions, and raises weak signals to enable you to manage quality at scale. You gain responsiveness, continuously adjust your processes, and support your teams with reliable, actionable, and visualizable data at any time through interactive dashboards.

Designed for continuous improvement:

Automatic call listening

Detailed & exportable reports

Real-time quality monitoring

Data-driven piloting

Automate the assessment of your customer service quality

Thanks to our Quality Monitoring solution, evaluate each customer interaction in real-time without manual effort. AI analyzes calls, identifies speech gaps, detects emotions, and raises weak signals to enable you to manage quality at scale. You gain responsiveness, continuously adjust your processes, and support your teams with reliable, actionable, and visualizable data at any time through interactive dashboards.

Designed for continuous improvement:

Automatic call listening

Detailed & exportable reports

Real-time quality monitoring

Data-driven piloting

Turn data into concrete growth opportunities

Leverage detailed interaction analysis to evolve your teams and sustainably improve the customer experience. With continuously collected data, you identify individual or collective improvement areas, adjust your training paths, and enhance the soft skills of your advisors. By combining objective measurement and constructive feedback, you make quality a lever for sustainable performance.

Continuous improvement levers:

Targeted training plans

Detection of weaknesses

Personalized feedback

Data-driven coaching

Turn data into concrete growth opportunities

Leverage detailed interaction analysis to evolve your teams and sustainably improve the customer experience. With continuously collected data, you identify individual or collective improvement areas, adjust your training paths, and enhance the soft skills of your advisors. By combining objective measurement and constructive feedback, you make quality a lever for sustainable performance.

Continuous improvement levers:

Targeted training plans

Detection of weaknesses

Personalized feedback

Data-driven coaching

Turn data into concrete growth opportunities

Leverage detailed interaction analysis to evolve your teams and sustainably improve the customer experience. With continuously collected data, you identify individual or collective improvement areas, adjust your training paths, and enhance the soft skills of your advisors. By combining objective measurement and constructive feedback, you make quality a lever for sustainable performance.

Continuous improvement levers:

Targeted training plans

Detection of weaknesses

Personalized feedback

Data-driven coaching

AI reinvents Quality Monitoring

Our sovereign AI evaluates each interaction with objectivity, without human bias, to provide reliable and actionable indicators continuously. It automatically detects discrepancies, raises weak signals, and facilitates decision-making through a centralized view of performance. By combining artificial intelligence and human expertise, you automate evaluations while maintaining control over the business criteria that matter.

An AI-enhanced driving:

Unbiased evaluations

Mixed dashboards

Customizable criteria

Faster decisions

AI reinvents Quality Monitoring

Our sovereign AI evaluates each interaction with objectivity, without human bias, to provide reliable and actionable indicators continuously. It automatically detects discrepancies, raises weak signals, and facilitates decision-making through a centralized view of performance. By combining artificial intelligence and human expertise, you automate evaluations while maintaining control over the business criteria that matter.

An AI-enhanced driving:

Unbiased evaluations

Mixed dashboards

Customizable criteria

Faster decisions

AI reinvents Quality Monitoring

Our sovereign AI evaluates each interaction with objectivity, without human bias, to provide reliable and actionable indicators continuously. It automatically detects discrepancies, raises weak signals, and facilitates decision-making through a centralized view of performance. By combining artificial intelligence and human expertise, you automate evaluations while maintaining control over the business criteria that matter.

An AI-enhanced driving:

Unbiased evaluations

Mixed dashboards

Customizable criteria

Faster decisions

Measure the impact on performance and quality

Measure the impact on performance and quality

+40%

increasing the success rate on the first contact

+40%

increasing the success rate on the first contact

+30%

to save time in the training procedures

+30%

to save time in the training procedures

+50%

stress reduction related to conflict management

+50%

stress reduction related to conflict management

Tenant relations service manager

Mathilde Brussiau

We were able to improve the agents' practice, particularly on calls. We have a better answer rate and higher service quality.

Tenant relations service manager

Mathilde Brussiau

We were able to improve the agents' practice, particularly on calls. We have a better answer rate and higher service quality.

+35%

to reduce the rate of processing errors

+35%

to reduce the rate of processing errors

Our clients speak about us

IRCEM

Frédéric S.

We felt the involvement of the whole team in the success of our project, as it was also ViaDialog's project.

SNCF

Christine D.

We have reduced the number of requests received by our customer support team on Zendesk by 50%.

Asterix Park

David L.

ViaDialog is really attentive to our needs; all the new features that are implemented on the platforms tomorrow are communicated to the teams, and the supervisors are always supported while respecting the quality of the customer relationship.

Sodexo Live

Dominique C.

The solutions offered by ViaDialog are very flexible and intuitive. The product perfectly adapts to our needs. Moreover, our advisors gain in efficiency and comfort! The solution is perfectly suited for remote work, which is becoming the norm.

Lyon Airport

Florent T.

The ViaSay chatbot reduces the number of support requests handled by agents, allowing for more efficient resource management.

Idea

Jonathan S.

ViaDialog, through the ViaFlow solution, quickly adapted to our requests and pace throughout the implementation of the tool: from design to production.

Travelski

Aurore Z.

ViaFlow has improved the quality of customer service in two ways. We have increased the team's performance and productivity, as well as customer satisfaction.

Partélios

Meryam T.

ViaDialog perfectly accompanied us in a personalized way, from the design of the ViaFlow solution to its deployment.

Elogie Siemp

Mathilde B.

Our agents can now access live data through the dashboard [...]. This allows them to adjust their calls according to the time spent with tenants. If they see that the calls are numerous, they shorten them.

Our clients speak about us

IRCEM

Frédéric S.

We felt the involvement of the entire team in the success of our project, as it was also ViaDialog's project.

IRCEM

Frédéric S.

We felt the involvement of the entire team in the success of our project, as it was also ViaDialog's project.

SNCF

Christine D.

We have reduced the number of requests received by our customer support team on Zendesk by 50%.

SNCF

Christine D.

We have reduced the number of requests received by our customer support team on Zendesk by 50%.

Asterix Park

David L.

ViaDialog is truly attentive to our needs, all the new features that will be implemented on the platforms tomorrow are communicated to the teams, and the supervisors are always supported with respect for the quality of customer relations.

Asterix Park

David L.

ViaDialog is truly attentive to our needs, all the new features that will be implemented on the platforms tomorrow are communicated to the teams, and the supervisors are always supported with respect for the quality of customer relations.

Sodexo Live

Dominique C.

The solutions offered by ViaDialog are very flexible and intuitive. The product adapts perfectly to our needs. Moreover, our advisors gain in efficiency and comfort!

Sodexo Live

Dominique C.

The solutions offered by ViaDialog are very flexible and intuitive. The product adapts perfectly to our needs. Moreover, our advisors gain in efficiency and comfort!

Lyon Airport

Florent T.

The ViaSay chatbot reduces the number of support requests handled by agents, allowing for more efficient resource management.

Lyon Airport

Florent T.

The ViaSay chatbot reduces the number of support requests handled by agents, allowing for more efficient resource management.

Idea

Jonathan S.

ViaDialog, through the ViaFlow solution, quickly adapted to our requests and pace throughout the implementation of the tool: from design to production.

Idea

Jonathan S.

ViaDialog, through the ViaFlow solution, quickly adapted to our requests and pace throughout the implementation of the tool: from design to production.

Travelski

Aurore Z.

ViaFlow has improved the quality of customer service in two aspects. We have increased the team's performance and productivity, as well as customer satisfaction.

Travelski

Aurore Z.

ViaFlow has improved the quality of customer service in two aspects. We have increased the team's performance and productivity, as well as customer satisfaction.

Partélios

Meryam T.

ViaDialog has perfectly supported us in a personalized manner, from the design of the ViaFlow solution to its deployment.

Partélios

Meryam T.

ViaDialog has perfectly supported us in a personalized manner, from the design of the ViaFlow solution to its deployment.

Elogie Siemp

Mathilde B.

Our agents can now have real-time data thanks to the dashboard […]. This allows them to adjust their calls regarding the time spent with tenants. If they see that there are many calls, they shorten them.

Elogie Siemp

Mathilde B.

Our agents can now have real-time data thanks to the dashboard […]. This allows them to adjust their calls regarding the time spent with tenants. If they see that there are many calls, they shorten them.

Frequently Asked Questions

Frequently Asked Questions

Can I test Quality Monitoring?

+

Yes, you can request a free demonstration of ViaDialog products. You will be able to explore the basic features accompanied by our experts. Take advantage of this opportunity to discover how ViaDialog can effectively and professionally meet your needs.

What types of custom reports are available?

+

ViaDialog allows you to generate custom reports based on the specific needs of your business. You can create detailed reports on individual performance, team trends, or even comparisons between different communication channels. These reports are essential for informed decision-making and continuous performance optimization.

How is the data protected?

+

ViaDialog takes data privacy very seriously. All interactions are recorded, stored, and analyzed in strict compliance with data protection regulations such as the GDPR. Our platform uses state-of-the-art encryption methods to ensure that all sensitive information is secure and accessible only by authorized parties.

Is Quality Monitoring suitable for all sectors?

+

Yes, ViaDialog's Quality Monitoring is designed to be adaptable to a variety of sectors, whether in finance, healthcare, retail, or utilities. The evaluation criteria and scoring grids can be customized according to the specifics of your sector, thus ensuring relevant and accurate analysis.

How is the implementation phase going?

+

When integrating Quality Monitoring, ViaDialog provides comprehensive support, including dedicated training for your teams, a customized platform configuration according to your needs, and ongoing support to ensure a smooth and effective transition. We work closely with you to maximize the benefits from the start of using our solution.

Improve your customer relationship

Ready to revolutionize the quality of your customer service?

Improve your customer relationship

Ready to revolutionize the quality of your customer service?

Improve your customer relationship

Ready to revolutionize the quality of your customer service?

Améliorez l'expérience client et optimisez la performance de vos agents.

20 ans d’expertise à votre service

Des milliards d’interactions gérées chaque année

Certifié ISO 22301 pour votre tranquillité d’esprit

Innovation continue avec notre laboratoire d’IA en Bretagne

Opérateur de communications électroniques déclaré à l’ARCEP

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

logo sodexo
logo maif
logo sg
logo francetv

Contactez notre équipe commerciale.

Donnez-nous quelques informations personnelles et nous vous contacterons dans les plus brefs délais. À très bientôt !

🔒 Your data is safe. GDPR compliant, never shared.

Améliorez l'expérience client et optimisez la performance de vos agents.

20 ans d’expertise à votre service

Des milliards d’interactions gérées chaque année

Certifié ISO 22301 pour votre tranquillité d’esprit

Innovation continue avec notre laboratoire d’IA en Bretagne

Opérateur de communications électroniques déclaré à l’ARCEP

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

logo sodexo
logo maif
logo sg
logo francetv

Contactez notre équipe commerciale.

Donnez-nous quelques informations personnelles et nous vous contacterons dans les plus brefs délais. À très bientôt !

🔒 Your data is safe. GDPR compliant, never shared.

Améliorez l'expérience client et optimisez la performance de vos agents.

20 ans d’expertise à votre service

Des milliards d’interactions gérées chaque année

Certifié ISO 22301 pour votre tranquillité d’esprit

Innovation continue avec notre laboratoire d’IA en Bretagne

Opérateur de communications électroniques déclaré à l’ARCEP

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

logo sodexo
logo maif
logo sg
logo francetv

Contactez notre équipe commerciale.

Donnez-nous quelques informations personnelles et nous vous contacterons dans les plus brefs délais. À très bientôt !

🔒 Your data is safe. GDPR compliant, never shared.

N°1 Relation Client

Besoin de plus d’informations sur l’évaluation de la qualité des échanges en centre de contact ?

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