Our offers tailored to your needs

Basic

Customer service telephony management solution tailored to your needs.

From €60/month/agent

Omnichannel interaction processing: calls, callbacks, automated outbound calls, SMS
Advanced qualification, routing and distribution
Centralised and optimised processing
Contact records and automatic history
Conversation recording
Management of queues, campaigns, calendars, audio messages, standard responses, and classifications
User-friendly and intuitive interface
Standard responses
Real-time activity monitoring
Customisable dashboards
Statistical reports

Advanced

Omnichannel contact centre and customer satisfaction survey solutions.

Customised

All basic features +
Omnichannel interaction processing: Digital channels
Email
Live chat
Video
Social media
Post-interaction survey
Callbot, chatbot
Quality Monitoring
Visual IVR
Bravo module

Basic

Customer service telephony management solution tailored to your needs.

from 55€/month/agent

Omnichannel survey management: email distribution
Advanced questionnaire design
Customisation of emails and questionnaires in line with the company's branding
Integration of external data
Anonymisation of personal data
Recipient management
Scheduling and delivery of campaigns
Management of over-solicitation and unsubscribes
Advanced customer satisfaction analysis
IA for Customer Relations
Customisation of reports and dashboards
Integration API

Advanced

Omnichannel contact centre and customer satisfaction survey solutions.

Customised

All basic features +
Omnichannel survey management: web, SMS, voice
Customised AI
Action plan
Customised reporting portal
Handling dissatisfaction
Review management

Detailed features

Basic

Collection and termination

National and international collection
Geographic numbers
Unlisted numbers
Special numbers
Portability
National and international termination

Call administration

Call management: inbound, outbound, callbacks, SMS
IVR and call transfers
Consultation and assisted transfer to a contact or available number
3-way conferencing, call toggling
Click-to-call
Centralised and optimised processing
Advanced qualification, routing and distribution
Management of priorities, escalations, support and overflow
Automatic interaction history logging
Conversation recording
Activity-based segmentation
Service and IVR management
Audio message management (greeting, IVR, flash, on hold...)
Audio generation via text-to-speech
Inbound calls
Outbound calls (list loading, dialling strategy, callback strategy...)
Callbacks (queued, manual, automatic)
Voicemail offer in queue
SMS sending
Management and strategy of queues and campaigns (priority, post-interaction duration, quota, call strategy, objectives, alert thresholds, waiting strategy, deterrence strategy, classification, scripts...)
Opening/closing schedule management
Full user management (permissions, teams, campaigns, skills...)
Agent modes and capacity management
Standard response management
Classification management
Contact management
Configuration import and export
SSO
Integration API
...

Agent

User-friendly and intuitive agent interface
Theme customisation
Configuration of mode and processing activities
Real-time view of status on each channel
Indicator of number of interactions in queue
Interception and simultaneous handling of calls
Real-time view of call queue with detailed information (queue, VIP contact...)
Automatic or manual call answering
Call notifications on workstation
Recording management based on permissions
Call mute function
Hold and resume function
Automatic display of contact record
Interaction history
Display of internal or external contextual data (contact, prequalified data...)
Calling guide/Scripting
View of agent status by team, campaign, skill
Automatic display of outbound calls
Automatic display of callbacks or access to a contact callback list
Assign callback to oneself, another agent, or a team
Create callback with date and time
Single, multiple, mandatory or optional classification
Comment field
History of recently handled calls
Standard responses with pre-filled contact data
Real-time indicators of activity and productivity
Internal supervisor messages
...

Supervision and reporting

Real-time activity monitoring
Real-time indicators tracking
Tracking delayed indicators
Widget library
Indicator library
Customisable drag-and-drop dashboards
Customisation of displayed indicators
Indicators for monitoring activity, productivity, and objectives (volume, duration, rate...)
Customisable period and granularity
Display in table and graph formats
Filters by activities, teams, and agents
Threshold breach alerts
List of all handled interactions with contextual data
Playback of recordings
Raw data
Statistical reports
Wallboard
Contact management
Agent management
Live reconfiguration of agents
Silent monitoring
Whispering
Conference
Send information messages to a team, an agent, or a group of agents
Integrated agent handling interface
...

Support

Advanced

All Basic features

Collection via mailboxes and contact forms
Acknowledgement receipts
Advanced qualification and routing
List of emails to be processed
Email selection filters (contact source, receipt date, subject)
Search engine
Service commitment level for each business line
AI analysis of emails (sentiment, risk alert)
Automatic display of contact record
Interaction history
Display of internal or external contextual data (contact, prequalified data...)
Standard responses linked to business queues
Automatic customisation of contact responses (merge fields, contextual data)
Response preview
Bulk email processing: closing, forwarding, replying
Transfer to another queue, agent, or external contact
Management of external experts
Drag-and-drop attachment addition
Classification and comments
Administration and supervision identical to Basic offer
...

Live chat

Simple integration on public website or customer portal
Customisation of engagement window
Behavioural targeting
Management of multiple simultaneous conversations
Automatic display of the contact record
Interaction history
Display of internal or external contextual data (contact, prequalified data, website pages...)
Standard responses linked to business queues
Automatic customisation of contact responses (merge fields, contextual data)
History of conversations linked to contacts
Agent consultation
Transfer of conversation to another agent or campaign queue
File exchange
Classification and comments
Conversation copy
Indicator of wait time threshold exceeded
Supervisor conversation monitoring
Administration and supervision identical to Basic offer
Multilingual support
...

Video

Social media

Centralisation of conversations across different social media platforms
Conversation status
Sending media content (images, videos, URLs...)
Multiple choice via keyword recognition
Statistics tracking by channel
...

Callbot, chatbot

Automated natural language conversation
Complete processing of customer requests through self-service
Prequalification of customer requests
Integration with business applications
Display of data collected by the bot to the agent
Dashboards and reporting
...

Post-interaction survey

Post-call voice survey
Pop-in survey at the end of a chat
Survey by email or SMS
Automatic analysis of results and customer verbatims (descriptive AI)
Identification of customer expectations
Identification of pain points
Callback for dissatisfied customers
Identification of improvement areas and opportunities for service creation
Identification of best practices
Dashboards and reporting

Quality Monitoring

Creation of scoring grids using questionnaires (including various criteria: skills, interpersonal skills, process compliance...)
Tracking of evaluations to be done, in progress, and completed
List of conversations to evaluate
Conversation evaluation with direct access to recordings
Overall and individual evaluation summaries
Listening to recordings
Performance management

Visual IVR

Redirecting a phone call to digital self-service (FAQ) or another channel
Sending an SMS to the caller containing a URL link
Displaying a digital questionnaire with the most common requests
Redirecting to FAQs or company website pages
...

Bravo Module

Integration of a complementary proposal to satisfaction surveys
Real-time notification of compliments to agents
Bravos piloting
AI analysis of customer feedback
Detailed reporting by teams or agents
Challenge
...

Basic

Satisfaction survey solution tailored to your needs.

From €640/month

Omnichannel survey management: email distribution
Advanced questionnaire design
Customisation of emails and questionnaires in line with the company's branding
Integration of external data
Anonymisation of personal data
Recipient management
Scheduling and delivery of campaigns
Management of over-solicitation and unsubscribes
Advanced customer satisfaction analysis
IA for Customer Relations
Customisation of reports and dashboards
Integration API

Advanced

Omnichannel contact centre and customer satisfaction survey solutions.

Customised

All basic features +
Omnichannel survey management: web, SMS, voice
Customised AI
Action plan
Customised reporting portal
Handling dissatisfaction
Review management

Basic

Satisfaction survey solution tailored to your needs.

From 600€/month

Omnichannel survey management: email distribution
Advanced questionnaire design
Customisation of emails and questionnaires in line with the company's branding
Integration of external data
Anonymisation of personal data
Recipient management
Scheduling and distribution of surveys
Management of over-solicitations and unsubscribes
Advanced customer satisfaction analysis
Customer Relationship AI
Customised reports and dashboards
Integration API

Advanced

Omnichannel contact centre and customer satisfaction survey solutions.

Customised

All basic features +
Omnichannel survey management: web, SMS, voice
Adapted AI
Action plan
Customised reporting portal
Handling dissatisfaction
Review management

Detailed features

Basic

Administration

Organisation of campaigns by project
Project administration (creation, deletion, duplication...)
Import/export of projects
Import/export of responses
Monitoring of distributions
Tracking of recipients
User administration
User role management
Task scheduling
…

Design

Advanced questionnaire design
Choice of graphic style and display options
Library (styles, CSS, files, images, expressions...)
Choice of question types (text, numeric, open, closed, attachment...)
Management of questionnaire structure (display conditions, page breaks...)
Quizzes
Integration of external data
Management of personal data (immediate or deferred deletion)
Version control
Management of international surveys
...

Distribution

Publication management
Recipient management
Scheduling of distributions
Periodic distributions
Follow-up management
Distribution statistics (responses, recipients...)
Distribution email management
Email creation editor
Customisation
Alert management
...

Exploitation

Results presentation

In-depth analysis of customer satisfaction
Predefined dashboards
Dashboard customisation
Real-time results
Table views
Graphical views (gauge, stacked bar, histogram, pie chart, word cloud, stars, time series...)
Raw results
List of verbatims
Filter management
Overall analysis
Comparative analyses
Cross-analyses
Time-series analyses
Verbatim analysis
Reports
Export of analyses and dashboards
...

Customer Relationship AI

Automatic categorisation of verbatim (contact, offer, brand perception, support)
Detailed and polarised categorisation (e.g. positive welcome, negative follow-up, negative competence)
Label reporting (appreciation, buzz, customer effort, termination, legal risk, suggestions...)
Anonymisation of verbatim comments
Real-time analysis
Dashboards
Reporting
...

Solicitation

Support

Advanced

All Basic features

Web

Choice of invitation (pop-in, banner, sticker, drawer, link...)
Definition of trigger rules on site pages (web journey, transactional event, site exit...)
Simple integration via tag
Compatible with tag management and analytics
RGAA compliant (WCAG)
...

SMS

Voice

Customised portal

Specific AI analysis

Review management

Combine our products
Contact Centre & Voice of the Customer

Curious? Need to know more before taking the plunge?

Any questions?

Which offer should I choose between the Contact Centre solution and the Voice of the Customer listening?

Choose the offer best suited to your needs!

The Contact Centre offer provides all the classic business telephony features with an Interactive Voice Response (IVR) system and allows you to give each of your employees a direct line. Your supervisors will also have all the tools to manage your activity and call flows in real time, as well as to monitor your agents thanks to dashboards with essential statistics. This is the ideal offer for any company that wants to provide its customer service or sales teams with a solution that is very simple to configure and easy to use daily.

The Voice of the Customer offer provides features to listen to your customers’ and employees’ voices through multichannel satisfaction surveys, either “hot” (immediate) or “cold” (delayed) during the customer journey. You can choose to collect feedback post-call, after a live chat, by email, SMS, or web pop-in. Then, thanks to artificial intelligence, a detailed real-time analysis will be offered to help you understand and identify the positive and negative aspects of your customers’ or employees’ experience. Our AI will also suggest action plans to address these points.

From what company size can I use the Eloquant solution?

Eloquant is a very easy-to-use solution, suitable for customer service and sales teams in small organisations starting from 10 seats. We are recognised for our support during onboarding, helping you fully leverage all the features available.

How long does it take to configure and deploy the Eloquant solution?

Eloquant is quick to set up, with a telephony system designed for easy use. Our experts will support you throughout the configuration and any necessary integration with your business tools to ensure an optimal experience for your agents.

Is Eloquant compliant with GDPR regulations? Where is the data stored?

Eloquant is fully compliant with GDPR regulations, and all our data centres hosting the data necessary for using our services are located in France. We have also been ISO 27001 and ISO 27701 certified for many years. For more information, you can visit our dedicated Security page under the “Who we are?” tab.

If I deploy your solution, can I keep my existing number?

Absolutely! At Eloquant, we can handle number portability for your fixed line, mobile, or toll-free number. This way, the experience will be completely seamless for your customers and communication teams.

We have a CRM: can I connect it with Eloquant?

The Eloquant solution is natively open to other applications through an API library and our webhooks. We offer integrations with over 75 CRMs and other Helpdesk tools on the market. As integrators of our own solutions, our industry experts can also support you throughout your project.

With an Eloquant phone number, can I make outbound calls?

Yes, with an Eloquant phone number, your customer service or sales agents can manage both inbound and outbound calls, including individual calls or callback campaigns.

Is it necessary to purchase landlines for employees using Eloquant?

Eloquant is a SaaS software solution that can be used via a simple web browser. The handling console is therefore easily accessible from a PC or smartphone.

How are simultaneous users calculated?

Simultaneous users are all the users of the solution who connect at the same time during a given billing period. For example, if 100 people need access to the software, but only 50 use it simultaneously, then 50 simultaneous users will be required.

Are you intrigued? Need to know more before taking the plunge?

Our offers tailored to your needs

Detailed features

Basic

Advanced

Detailed features

Basic

Advanced

Combine our productsContact Centre & Voice of the Customer

Any questions?

Combine our products
Contact Centre & Voice of the Customer