Unlock 98% Reachability: How AI and Mobility Are Revolutionizing Customer Connections

In 2025, customers expect instant access across all channels. If you're not available, a competitor will be. For modern contact centers, this expectation is both a challenge and an opportunity.

The High Cost of Missed Connections

Missed calls aren't just lost opportunities—they erode trust. James Scott, Senior Solutions Engineer for North America at Diabolocom, puts it bluntly: "You miss 100 percent of the calls you don't answer. That's not just about revenue; it's about long-term trust. If a call doesn't reach the right person quickly, it erodes the relationship."

What Does True Reachability Mean?

Reachability is the ability to connect quickly and meaningfully. It's not just about getting someone on a call; it's about enabling them to achieve the purpose of that interaction. For sales calls, this means initiating the sales process efficiently. For customer service, it delivers the high-quality care clients expect.

Modern agents are no longer tied to desks. Customers expect real-time service, and organizations must meet these expectations. Tools like Diabolocom Mobile—the industry's first app-free mobile CX solution—allow agents and field service staff to handle calls from anywhere.

"The shift from on-prem to cloud-based contact centers was the first step," says Scott. "Mobile takes it further: what if agents could leave the contact center entirely and still be reachable, still be able to connect with clients effectively?"

With Diabolocom Mobile, mobile phones become complete CX tools, allowing agents to log interactions, update CRMs, and automate follow-ups. The tool integrates with all major CRM systems, giving agents the context they need to respond effectively.

Powerful Solutions for Maximum Reachability

Beyond mobile solutions, several technologies dramatically improve reachability:

Automatic Call Distribution (ACD) directs calls to the right agent immediately. The implementation for Cordon Group, one of Europe's leading electronics players, demonstrates the power of this approach.

The firm operates a call center receiving over 100,000 calls annually. After implementing Diabolocom's ACD solution in 2023, their Quality of Service (incoming call pickup rate) averaged 91%. More impressively, they achieved a 98% reachability rate for outgoing calls made manually from the Diabolocom platform.

Real-time dashboards provide actionable insights, highlighting queue statuses, waiting times, and service levels with alerts that flag issues before they escalate.

"These live insights aren't just metrics; they're actionable intelligence," Scott emphasizes. "They help companies protect the customer experience and maintain high standards, even during peak periods."

Brink's France exemplifies these benefits: "We use all the possibilities offered by Diabolocom—from the voice server to post-call satisfaction surveys and real-time indicators—to automate what can be automated and provide supervisors with a complete view of activity," explained François-Xavier Schepereel, Customer Relations Director for Brink's France.

Virtual numbers also play a crucial role. By offering local, national, or international numbers, businesses gain presence where it matters most, improving pickup rates and ensuring consistent reachability.

Frédéric Durand, CEO of Diabolocom, notes: "Virtual numbers let your teams operate independently of physical locations. You can centralize management, track performance, and maintain service continuity seamlessly."

AI: The Future of Intelligent Reachability

Looking ahead, AI is unsurprisingly key to shaping the next level of reachability. Intelligent virtual agents can handle first-line interactions 24/7 across multiple channels, freeing humans for complex or high-value conversations.

Scott details how reachability is evolving from just getting a human on the line to ensuring intelligent agents deliver high-quality service at scale: "The challenge is to keep humans in the loop where they matter most, but leverage AI where it can act effectively."

Why Reachability Can't Be Ignored

For enterprises, reachability drives revenue, builds trust, and strengthens loyalty. "In a saturated market, your technology has to do what it says it does," Scott explains. "If it delivers on its promise, it separates the wheat from the chaff—and that's what gives businesses an edge."

By combining mobility, intelligent routing, AI, real-time monitoring, and virtual numbers, contact centers can build systems that never miss a customer.