In a digitalized world, customers expect fast, personalized, and consistent service across all channels. To meet these demands, we support global companies in modernizing and standardizing their service operations through unified CCaaS solutions.
As the leading advisor in the DACH region for customer experience we holistically transform the way companies do business with Salesforce. We work at eye level in co-creation with "blended teams" made up of experts to create a scalable and future-proof service architecture.
100+
Employees
4
Locations
4.93/5
Customer Satisfaction Score
Key Benefits: Why DIA is the Right Partner
Workload Distribution
Through unified routing, we prevent agent burnout. The system recognizes capacities across all channels and ensures balanced utilization.
Global Harmonization
We create a consistent global framework that accelerates the rollout of new hotlines and simplifies cross-departmental collaboration.
Future-Proofing through AI
With the integration of Agentforce, we prepare your company for the next level of automation—from sentiment analysis to proactive service management.
Knowledge & Enablement
We don’t leave behind a "black box". Through intensive knowledge transfer, we empower your teams to develop the platform independently.
Long-Term Success
As a "High Trust Company," we invest in sustainable relationships. Your long-term success is more important to us than a short-term project completion.
Strategic Alignment
Beyond the prototype: Gain a clear understanding of where AI adds the most value to your customer service strategy and ROI.
Features of Agentforce Contact Center
Our solutions integrate seamlessly into your existing system landscape. We combine the strengths of Salesforce as the primary CRM platform with leading routing capabilities. A central backbone is Agentforce: through AI-powered case classification and agent assist functions, we take your service efficiency to a new level.
Omnichannel Communication
Ensure your customers can reach you on their preferred terms, whether it’s through a phone call, a quick DM on social media, or a live chat on your website. This approach eliminates communication silos, allowing for a consistent brand voice and a frictionless experience across every digital and voice touchpoint.
Centralized Routing
Smartly orchestrate your incoming traffic by directing every inquiry to the best-suited agent based on real-time availability and specialized skill sets. By centralizing the distribution logic, you can maximize operational efficiency and ensure that high-priority Salesforce cases are handled with the urgency they deserve.
Customer 360° View
Empower your agents with a comprehensive "Unified Agent Desktop" that brings together order history, past interactions, and personal preferences into one clear dashboard. This holistic visibility allows for personalized service delivery and ensures that customers never have to repeat their story to multiple departments.
Agentforce & AI-Support
Leverage cutting-edge AI to automate routine tasks like case categorization and provide agents with real-time knowledge suggestions during live conversations. These intelligent tools act on behalf of your staff, significantly reducing handle times while increasing the accuracy and quality of every resolution.
Find the right next step for you
Orientation
Are you currently using isolated legacy systems or a variety of individual solutions? Your goal is a consistent customer experience, but the technical complexity is daunting.
Your next step: Our CCaaS Discovery Program.
The Result: We analyze your current situation, define target scenarios, and create a clear roadmap including a business case. We find out which architecture best fits your global requirements.
Service Roadmapping
Business Complexity
Data Integration
Validation
You have already decided on Salesforce or a combination with a routing engine, but need proof that the integration into your IT landscape will work smoothly.
Your next step: Architecture & Design Validation (Pilot Phase).
The Result: In an agile co-creation approach, we build a functioning pilot (Minimum Viable Product) within a short timeframe. We validate the interaction of Contact Center functions and CRM data before the global rollout begins.
Hackathons & Piloting
Data Integration
Service Agents
Innovation
You already operate a modern Contact Center but want to trigger the next level of automation and significantly relieve your agents.
Your next step: Agentforce & AI Readiness Check.
The result: We examine how you can integrate Agentforce functions directly into your workflow. We optimize your data so that the AI can make well-founded decisions, noticeably increasing your first contact resolution .
Operating Model
Readiness Check
KPI Optimization
Start a conversation that drives impact
We’re curious about your goals and challenges. Let’s discuss how we can innovate and co-create together.
