Hydra

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What is Hydra?

The WebRTC ACD without physical infrastructures. Accessible via any device (PC, tablet or mobile). Work from the office, home or anywhere in the world.

The WebRTC ACD without physical infrastructures.

Your contact centre 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 centre, but when in fact no physical infrastructure is needed.

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 analyse 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, analyse conversations taking place in any corporate phone line.

Advanced voice control

  • Voice Biometrics system.
  • Sentiment Analysis of speakers.
  • Intelligent management of call waiting.

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.

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
  • ASR
  • Text2Speech

Advanced management of call-waiting queues and call routing

Our call queuing system helps you enhance your service level and customer satisfaction. Audit outsourced call centres and route calls to the most efficient agents. Inefficient detected agents can be automatically unlogged.

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.


Hydra Awards


Hydra currently scores 64/100 in the Contact Center Management category. This is based on user satisfaction (64/100), press buzz (30/100), and other relevant information on Hydra gathered from around the web.

The score for this software has improved over the past month. What is this?
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Hydra Review

Editors' Review by the Contact Center Management Software Review Team

Hydra is an ACD solution developed by the Dialoga Group. It is based on WebRTC technology, which provides businesses and companies with a platform that allows them to better manage agents working from remote areas. It also provides the traditional tools and features you would normally find in call centers. With this software solution, you can still operate but without the physical office required.

While Dialoga offers other powerful solutions such as Sword and Trident, Hydra is what people turn to when they require a decent ACD telephony software system for their business. Since WebRTC technology does not need fixed infrastructure to work the phone lines, Hydra allows you to access the system from any device. It is complete with Natural Language Recognition, which produces transcriptions and translations of every call that your agents make. This is not limited to the following languages: English, French, Spanish, German, Italian, Dutch and more.

Additionally, Hydra records your call for easy review and improvement. This works for both inbound and outbound calls. You can choose to record the entire call or even have selective call recording. With selective call recording, the criteria are based on:

  • Caller IDs
  • Time-dependent calls or scheduled call recordings
  • A defined percentage of inbound or outbound calls
  • On-demand where agents manually pause-and-resume the calls
  • Call tracking where agents tag calls based on user-defined categories
  • Random call recording

Moreover, Hydra has advanced voice control. Sub-features include the aforementioned (1) Natural Language Recognition, (2) Sentiment Analysis of speakers, which refers to an analysis of emotional status and vocabulary; and (3) Voice Biometrics system, which offers tools such as caller authentication, call classification and client identification.

Hydra is rich in WebRTC technology that drastically improves your ACD systems. Other than call recording, advanced voice control, call monitoring and more, Hydra also offers IVR services, security, reporting and management. It comes with an intuitive user interface that manages real-time issues, such as waiting time, queue size, time delay, etc.

Overall, Hydra offers an easier and cheaper alternative for businesses that do not want to invest in expensive physical infrastructure. However, when working in remote areas, it can be difficult to manage your workforce. After all, managers and team leaders cannot exactly watch their employees over their shoulders. But with Hydra, you do not need to physically be in the same place to maximize productivity and efficiency.

Having a WebRTC-based solution allows you to take control of your call management system. It is a powerful remote system that gives you access to benefits such as SMS messages, personalized voicemails, call history synchronization and more. This is open to anybody across the globe since Hydra provides geographic lines from anywhere in the world.

Hydra Features

Hydra’s ACD solution includes:

HD telephone lines

Hydra offers the essential tools you need when it comes to your company’s telecommunications. These include geographical local lines, shared-cost numbers and toll-free numbers. Overall, this is a useful platform that has integrated telephone lines and the following free services from PBX:

  • Automated-attendant services that work with DTMF menus and voicemails.
  • Call management features that allow you forward calls to different devices.
  • Call reporting and logging.

SMS

The SMS feature allows you to instantly schedule and send bulk personalized messages to your employees. This mobile marketing tool integrates well with other applications and drastically improves the customer service experience. Other sub-features under this category include two-factor authentication, bulk messaging, unique sender ID, Unicode, delivery reports and SMS concatenation. The last feature disregards the 160-character limit and lets you send four messages and combines them into one.

LiveChat

When your people check out your website, you can use the LiveChat feature to communicate with them and answer their questions in real-time.

Click2Call

This feature refers to a web-based communication system where you can establish communications with your customers. What this does is allow the customer to reach out to you with a direct link on the website. This is also useful in increasing website traffic online.

Toll-free 2 Call

This feature allows you to receive phone calls with toll-free numbers. This prevents you from paying expensive bills due to the expenses of mobile termination. Toll-free 2 Call works by intercepting calls between a customer and your toll-free number. Then it immediately calls the customer back with the same 0800 number.

Fax2Mail

With Hydra, you can send and receive faxes in electronic format from everybody within your company No fax or printing machines are required to benefit from this feature. This Fax2Mail service allows you to receive faxes in any format, which includes PDFs and TIFFs. Now, you do not have to worry about wasting paper or spending money on ink refills.

Dialoga Hydra review

Hydra Benefits

Here are the top three benefits of Hydra:

Security and safety

In using Hydra, you do not have to worry about sensitive information leaking out. Instead, you can rely on this solution’s security functions for security and transparency. Each time you make a call, you can survey overall performance and even generate reports (both in Word and Excel) where you can retrieve relevant data to increase efficiency.

No physical infrastructure

Since Hydra eliminates the need for physical infrastructure, you get to save more time and money with its online platform. You can access Hydra from any device or any location. There is no need for a physical office for an entire company to meet. Instead, you can just share information and access data online.

Anytime and anywhere

Hydra lets you stay connected from all devices at any time and any place. This means you never have to miss out on any important calls or messages from your customers. Additionally, this is extremely useful when you are on the go and need to be updated on any important events within your business.

Hydra Pricing

Before you get started with Hydra, you can use a demo or a free trial to check out its offered features. A week of Hydra lets you explore the most basic functionalities. It also has a live chat support feature where you can call for technical assistance and expertise.

The Hydra website does not have its pricing packages listed.

Conclusion

Overall, Hydra sets up a traditional call center system for you and your workforce but without the physical infrastructure. Instead of working in a basic office with your team, you can simply have your employees work from remote locations and connect online. However, just because you will not be there to physically manage them, you can still rely on Hydra’s software for monitoring and controlling features.

Moreover, this provides a cost-efficient and time-saving solution for your overall company. Since you do not have to work with IP terminals, SIP trunks or any hardware, you can focus on providing the right and effective platform for your customers and company to meet halfway. If you are looking for an affordable mobile and toll-free solution, then you should consider Hydra as one of a viable option.

Complete with WebRTC technology and ACD solutions, Hydra offers powerful features such as SMS, HD telephone lines, LiveChat, Click2Call, Fax2Mail and Toll-Free 2 Call. Overall, this software product allows you to distribute and route calls to the right agents even without the necessary physical infrastructure to do so. Moreover, this works better for you since your agents can better access calls using their own devices from the comforts of their own homes.

Hydra Product Overview

  • The WebRTC ACD without physical infrastructures


Languages Supported: Spanish, Italian, French, Portuguese, German, English

Contact Center Management Software Buyer Guide 2024

Product recommendations, vendor rankings, market overview and tips on how to select Contact Center Management software for business. Published in March 2024.

Products in this category help a business run its contact center more smoothly, thanks to their ability to automate important tasks, such as, recording phone calls, tracking customer interactions, organizing emails, and leaving voicemails. You can use conta...

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Hydra Features

  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Click-to-Dial
  • SAP Integration
  • Comparative Reporting
  • Automatic Call Distribution
  • Auto Dialer
  • Call Logging
  • Call Monitoring
  • Call Scripting
  • Escalation Management
  • Interactive Voice Response

Hydra FAQs

Does Hydra offer an API?

Yes.

Does Hydra offer guides, tutorials and or customer support?

Yes.

Does Hydra integrate with any other apps?

Yes.

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Hydra User Reviews

Average User Rating:
3.2/5 based on 3 user ratings.
Your Rating:
User profile picture

"HYDRA IS AN EXCELLENT TOOL FOR ORGANIZATION"


What do you like about Hydra?

I used Hydra when I was the shop foreman at AFBS in Portsmouth, VA. AFBS is a small maritime construction company that lacked organization and accountability until we implemented the use of Hydra. It was especially beneficial with shop floor and logistics management. It took the guess work out of employee scheduling, time and attendance. The support team was always on spot. If I ever had a question or ran into a glitch they were eager to help.

What do you dislike about Hydra?

There's not much to complain about. The only thing that comes to mind is that it was not so easy for some of the other upper management to grasp the technology. I should say the learning curve for older management was more significant than the younger staff that were used to computer apps and software. It also gave you access to their standard reports which were not as detailed as the ones I could make myself.

What have you been using it for and what problems did Hydra solve?

I helped bring Hydra into a company that was technologically handicapped (their words) and brought all aspects of their business to the 21st century. Once everyone was used to the software and how to use it properly, its worth was obvious,

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
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