Dialo.ga is a telecommunications operator that develops and offers cloud communications services. With more than 200 million minutes managed per month, the operator has extensive experience as a provider of telecommunication solutions for businesses.

Dialo.ga’s portfolio of products includes sophisticated solutions for natural language recognition , voice biometrics, artificial intelligence, omnichannel integration of all a company’s communication channels, call recording, monitoring, and transcription, WebRTC lines, conference calls, mass SMS service, IoT, and the possibility of offering a local number in any country, whether geographical, toll-free, or shared cost.

Dialo.ga’s main clients include numerous contact centres, leading companies in the hotel and transport sectors, companies in the financial and banking sectors, insurance companies, and many more.

Real operator in 29 countries and rising

Dialo.ga is currently present as an operator with its own network in 29 countries: Spain, United Kingdom, Germany, France, Holland, Belgium, Italy, USA, Austria, Ireland, Sweden, Mexico, Canada, Croatia, Czech Republic, Slovakia, Switzerland, Denmark, Finland, Poland, Slovenia, Luxembourg, Portugal, Serbia, Bulgaria, Greece, Romania, Hungary, and Lithuania.

By establishing itself locally in all these countries and setting up its own network, Dialo.ga is not obliged to work as a reseller for national operators. The company started this model more than 15 years ago with the purpose of being fully independent from other operators. ‘Through a long and complicated process of licensing, homologation, and investment, we have managed to become a real operator in all these countries with interfacing with all the operators in each of them. Each country is a new challenge and presents its own individual peculiarities, but it is the only formula that ensures that we will be able to offer a first-hand service to our customers, guaranteeing them quality communications and real ownership of their numbering resources,’ explains Jorge Fernández, CSO of Dialo.ga.

This competitive advantage allows the operator to offer greater security to its customers, who do not need to put their communications and international numbers in the hands of resellers. Owning its own network and operating licences in all these countries allows Dialo.ga to ensure that its business customers and contact centres have ownership of their lines and transparency and efficiency in the porting processes.

Mexico is one of the most recent cases that exemplifies this strategy of international expansion that the operator has followed over the last few years. Following authorisation from the regulatory agency, Dialo.ga opened in Mexico at the end of 2014 and, after the concession granted by the Federal Institute of Telecommunications, began to provide telecommunications services with national coverage. After a long and costly process that began two years earlier, Dialo.ga entered this vast market and Mexico became the third American country in which Dialo.ga is a real operator, the first two being the United States and Canada. The operator is not ruling out work on its expansion in the American continent, where a large Spanish-speaking market is currently demanding cutting-edge telecommunications services in its own language.

Local teams at an international level

As Dialo.ga began this strategy of international expansion as an operator, it saw a need to expand physically and create a network of commercial offices comprising local teams that would bring their customers and potential markets closer. Since beginning more than 15 years ago, new offices have been opened constantly and the human team that makes up the company has not stopped growing.

– First phase: this began more than 15 years ago with the opening of 5 commercial offices in Spain in key cities, such as Madrid, Barcelona, Bilbao, Seville, and Mallorca. ‘These locations allowed us to be close to our main clients, whether contact centres, industrial and financial companies, and large groups in the hotel and tourism sector. The idea of offering close contact with large local accounts was the reason for forming these first commercial teams,’ says Jorge Fernández, CSO of Dialo.ga.

– International expansion: This second phase was begun eight years ago with the opening of offices in Berlin, London, Paris, The Hague, and New York, with the latter becoming the first office beyond European borders. ‘It was quite a challenge. The biggest of all was to find the best professionals in the sector in each of these cities to form teams that knew the area, its market, its business community, and its technological needs perfectly,’ continues Jorge Fernández.

– The present: Dialo.ga is currently especially interested in the Italian market, where the operator recently opened a new office located in Venice. Attracted by the country’s still under-exploited enormous growth potential and the city’s fantastic connections, the operator is once again committing to a new local team to market its WebRTC platform. The operator has been exhibiting its range of services during March and June at technology fairs in Padua and Bologna, with Milan and Naples being the next stops for 2017. ‘Opening this new office and attending trade fairs in different areas of Italy with a local team gives us the opportunity to get to know the client and their needs first-hand, in their city and in their language. We want our customers to know that although we are an international company, we are just one step away from them for what they need,’ says Jorge Fernández.

– Next steps: Dialo.ga plans to open two new offices in Liverpool and Bordeaux in the coming months, although so far they cannot tell us much more. If confirmed, the operator would have two offices in England and France in addition to those already in London and Paris. ‘We think it is crucial to get out of the big capitals and explore a very interesting market that sometimes goes unnoticed in countries with such strong capitals,’ explains Jorge Fernández.

Committing to WebRTC technology

Dialo.ga presents itself as a horizontal operator through its points of presence in 29 countries and as a vertical operator of services in the cloud through the development of business tools such as the distributed switchboard or ACD systems for cloud-based contact centres, which allows them to be used from any geographic location, working in the same way as a traditional system implemented in a physical location.

The company has developed its own WebRTC technological platform whose main advantage is allowing voice, message, and video communications between end users without the need for equipment or installations in the client companies. It has also created applications that allow access to the entire platform from a PC, Mac, Linux, Android, iPhone, or iPad. Users are not limited to interacting only with other people connected to the same platform, but rather, through their own gateways, it is possible to converse with any telephone user, allowing global interoperability.

WebRTC technology does not require IP terminals or SIP Trunks, so there is no need to perform any physical or hardware installation, which means that it costs less and is able to be used immediately. The WebRTC-based products offered by Dialo.ga therefore make it possible to establish communication from any device connected to the Internet (a computer, tablet, mobile, or Smart TV), thus freeing us from having to be in a specific place to communicate. Each member of a company can set up the reception of your calls, messages, or videoconferences at any fixed or mobile destination or IP address and begin to communicate from the office, at home, walking down the street, or anywhere in the world. The operator has opted for this disruptive technology with the clear objective of allowing absolute mobility and greater flexibility for companies. The ease with which employees can connect to the enterprise through multiple devices anytime, anywhere enables better customer service and increased performance.

One of the most attractive features of these products is that the price of both national and international calls in voice over internet systems is much lower than a traditional line. Added to this is the end of the high roaming rates, which further enhances mobility and allows Dialo.ga users to move around the EU without any unpleasant surprises appearing on their bill. We note that in mid-June the EU standardised mobile tariffs, thus allowing users to navigate at the same price as they normally do in their home countries. Users of mobile phones and other Internet-connected devices can now make calls and use the internet in any EU member country at no additional cost under the new regulation that eliminates roaming charges for data communications. While this is great news for everyone individually, it is fantastic news for companies with employees in different parts of Europe who work from home in another country or often travel for work. With the change to the regulations governing the use of roaming in the EU, companies who use this type of product have benefited greatly. What has commonly been called the end of roaming has finally confirmed that these communication solutions are the smartest bet for companies that demand services that are robust but also very flexible and more competitive than traditional ones.

HYDRA, the WebRTC ACD, free of physical structures

Within the portfolio of products that make up Dialo.ga’s WebRTC platform, we find one specially conceived and designed for contact centres and customer service departments. It is an ACD marketed under the name HYDRA and is not subject to traditional physical infrastructure. HYDRA, based on WebRTC technology, allows for an offshore platform in which remote agents are managed as if they were a single contact centre and in which IP terminals and SIP trunks are completely unnecessary. Accessible from any device connected to the Internet, HYDRA offers contact centres unique flexibility.

With HYDRA, Dialo.ga intends to place special emphasis on supervisors’ control of everything happening in the contact centre. To do this, the operator made use of trained neural networks, making this product an extremely advanced ACD with three features that deserve special mention:

– Natural Language Recognition: the use of Natural Language Recognition systems allows those in charge of the service to have total control of the content of the conversations received or held on any of the company’s numbers by any employees or agents, regardless of where they are located or what device they use. In addition to receiving a transcript of each call, you can also request a translation of the call. HYDRA includes a broad range of languages, including English, German, French, Spanish, Italian, Dutch, Portuguese, Galician, Basque, Catalan, etc. which makes it possible to analyse any conversation, regardless of the language used. Natural language recognition is also very effective when it comes to automated intelligent queue management.

– Voice biometrics: HYDRA includes a voice biometric system that allows to identify customers, classify callers, filter calls, detect fraudsters even if they change phones, and much more. Based on previous calls, HYDRA identifies the voice of people not relevant to the business, as well as nuisance and other unwanted calls through an automatic filtering process. One of the main problems some contact centres face is fraud and identity theft. This problem is particularly prevalent in the financial, health, and insurance sectors. HYDRA’s voice biometrics technology provides call centres with an efficient tool to identify callers during conversation. By identifying callers, HYDRA can automatically classify them by sex, age, and language, thus improving the quality of contact centre databases without the need for interaction by their agents. HYDRA collects the required data without interrupting the conversation between agent and client, significantly reducing the time required by an agent to otherwise obtain this data and improving the caller’s overall experience.

– Speaker sentiment analysis: HYDRA analyses the vocabulary used in a conversation and the emotional state of both parties during the conversation. This means that it does not simply listen to the callers’ voices, but rather looks deeper into conversations by analysing the emotional state of the callers, thus providing the business with valuable information.

Steps for the future

Dialo.ga’s main future goals and those on which it is already working are focussed on increasing its presence in southern Europe, mainly in Portugal, France, Italy, and Greece, on the one hand, and on expanding into the Mexican market, on the other. Dialo.ga is currently the only Spanish operator with its own network dedicated to the business market located in Mexico, a country with 150 million inhabitants and immense growth potential. Taking advantage of the synergies existing between the Spanish and Mexican markets, the company seeks to add both local and Spanish companies with headquarters in the Latin American country to the cloud. ‘We now have the ability and opportunity to bring our own unified WebRTC communications platform to a market that is growing and much more open to new technologies on any type of device,’ underlines Jorge Fernández.