What is Hydra?

Our WebRTC ACD solution allows you to distribute calls to your agents through distinct intelligent routing strategy, regardless of whether the agents are working from the office, from home or on the road and regardless of the device they are using: PC, tablet or mobile.

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Key Features of Hydra

Here are the powerful features that make Hydra stand out from the competition. Packed with innovative tools and advanced functionalities, this software offers a range of benefits.

  • CRM integration
  • Multiuser Login & Role-based access control
  • Quality Management
  • Mobile App
  • Call Routing
  • Internal Call Transfer
  • API Integration
  • Call Recording
  • Call Logs
  • Voicemails
  • Text-to-Speech
  • Multiple Simultaneous Calls
  • Application Integration
  • Real Time Monitoring
  • Real Time Reporting
  • Caller ID
  • Call Center Management
  • Call Monitoring
  • IVR / Voice Recognition
  • Predictive Dialer
  • Historical Reporting
  • Automatic Call Distribution
  • Computer Telephony
  • Call Logging
  • Inbound Call Center
  • Manual Dialer
  • Outbound Call Center
  • Queue Manager
  • Virtual Call Center
  • Call Sharing
  • Distributed Call Recording
  • On-Demand Recording
  • Scheduled Recording
  • Call Queuing
  • Analytical Reports
  • Call Reporting
  • Employee Productivity Analysis
  • Activity Monitoring
  • Call Disposition and Notes
  • Call Control
  • IVR System
  • Skill Based Routing
  • Contact History
  • Enhanced Caller ID
  • Contact Tags and Custom Fields
  • Automated Tasks
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Hydra Specifications

Get a closer look at the technical specifications and system requirements for Hydra. Find out if it's compatible with your operating system and other software.

Deployment :
Any
Subscription Plan :
Monthly
Accessibility :
API
Customization
Mobile Support
Desktop Platforms :
Web app
MacOs
Windows
Language Support :
English
French
German
Italian
Portuguese
Spanish
Business :
StartUps
SMEs
Agencies
Enterprises
Available Support :
Email
Company Details :
Company Name : Dialoga
Headquarter : New York
Website : Visit Website

Hydra Description

Here's the comprehensive description of Hydra. Gain a brief understanding of its unique features and exceptional benefits.

The WebRTC ACD without physical infrastructures.

Your contact center does not need to be tied to expensive physical infrastructure. Hydra, our ACD solution based on WebRTC technology, provides you with a remote platform through which agents can be monitored and controlled as if being in a traditional call center, but when in fact no physical infrastructure is needed.

WebRTC technology does not require any physical/fixed infrastructure, hardware, IP terminals nor SIP Trunks. Hydra, being a WebRTC based ACD, is accessible via any device connected to the internet, be that a PC, tablet or even a Smart TV, allowing you to connect from the office, home or anywhere in the world.

Natural language recognition 
The use of Natural Language Recognition allows you, as a company manager, to take full control of the content of the conversations that take place on any of your business phone numbers, made or received by an employee working in any of your domestic or international offices or a teleworker, disregarding the device used (landline, mobile or IP phone). Beyond the common fact that you can receive a transcription of every single call, you will also receive its translation. Choose between different detection patterns to analyze any conversation, regardless of the language used.

Call recording
Ensure your services quality, accuracy, and proficiency. Review easily and securely your customers’ requests and resolve quickly customers’ disputes. Improve your training efficiency and detect and defeat agents’ misconduct. Coupled with our cloud multilingual Natural Language Recognition system, analyze conversations taking place in any corporate phone line. 

  • Inbound and outbound Call Recording. 
  • Whole Call Recording. 
  • Selective Call Recording according to the following criteria: 
    •      Caller IDs: blacklists, whitelists, VIP lists, etc. 
    •      Time-dependent (scheduled call recording). 
    •      On a defined percentage of inbound or outbound calls. 
    •      Random Call Recording. 
    •      On-demand: manually pause-and-resume Call Recording. 
    •      Call Tracking: agents tag calls upon own user-defined categories. 


Advanced voice control

  • Voice Biometrics system: client identification, call classification, caller authentication, filters based on previous conversations, etc. 
  • Sentiment Analysis of speakers: analysis of vocabulary and emotional status during the conversation. 
  • Intelligent management of call waiting through Natural Language Recognition.

Call monitoring 
Audit in real time your employees and your Contact Centre. Barge calls or whisper agents on how to attend to customers while they are answering or making calls. Identify agents strengths and weaknesses and check adherence to scripts provided by Contact Centre management. 

  • Monitor your contact center from anywhere in the world and from any device (PC, tablet, etc.). Listen to conversations even when you’re thousands of kilometers away. 
  • Receive call transcripts in real time. 
  • Includes direct messaging between supervisors and agents. 
  • For agents located in call centers as well as those located remotely. 
  • Of both inbound and outbound calls. 
  • Silent monitoring. 
  • Whisper coaching. 
  • Call barging.

IVR 
Our IVR gathers the necessary information from the caller and routes the call to the most appropriate destination. Our IVR service enables you to interact with callers and accepts inputs from them via DTMF tones or our multilingual ASR (Automatic Speech Recognition). 

  • DTMF: A simple and robust technique to interact with callers and gather information from them through the use of tones input via the keypad. 
  • ASR: Play prompts in the language your company needs and gather information from your customers around the world. 
  • Text2Speech: This technology can read any text out loud letting you reproduce to your customer any text prompt.

Advanced management of call waitings queues and call routing
Our call queuing system helps you enhance your service level and customer satisfaction. Audit outsourced call centers and route calls to the most efficient agents. Inefficient detected agents can be automatically unlogged. 

  • Configurable music on hold. 
  • Distinct queues can be grouped into a single one. 
  • Routing based on a distinct configurable criterion. 
  • Call prioritization based on caller line identity or time spent in any queue within an established time frame.

Security, management, and reporting 

  • Powerful and intuitive user interface. 
  • Real-time manageable: maximum queue size, maximum waiting time, time delay overflow, etc. 
  • Key performance metrics. 
  • Recordings are also stored on our secure encrypted data storage and can be retrieved via our web-based management interface or downloaded to your premise through FTP. 
  • Post-call surveys. 
  • Configure supervisor and monitoring permissions and get reports on call monitoring activity. 
  • Excel and Word exports. 

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Hydra FAQs

What are the top 5 features for Hydra?

The top 5 features for Hydra are:

  • CRM integration
  • Multiuser Login & Role-based access control
  • Quality Management
  • Mobile App
  • Call Routing
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