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Freedom to move at the speed of customers with reliable, intelligent communication.
Dialog-Factory redefines what fast really means, launching new client projects in minutes instead of days. With NFON Contact Center, they replaced rigid legacy systems with a flexible, browser-based platform that puts full control back in the hands of their team. Today, Dialog-Factory adapts in real time, scales effortlessly, and delivers faster, more independent customer communication, managed fully in-house.
Communication that keeps up with multiple parallel client projects.
For Dialogy Factory, a leading B2B service provider based in Augsburg, Germany, responsiveness, speed and flexibility are everything. But when a major client expansion required 50 new agents, legacy systems brought the operation to a halt: inflexible, expensive, and reliant on external support for even minor changes.
By partnering with NFON Contact Center, Dialog-Factory replaced its outdated setup with a scalable, browser-based platform that gives their team full control. Now, they can launch new client projects in minutes, adapt call flows in real time, and manage service operations independently — all without IT bottlenecks. The result: faster onboarding, smarter workflows, and empowered teams, ready to move at the speed of their customers.
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Meet Dialog-Factory
Dialog-Factory is a leading B2B service provider based in Augsburg, Germany, delivering customised inbound and outbound customer interactions for business clients. With more than 180 employees and 20+ parallel projects in operation, the company focuses on flexible, scalable communication processes that can be managed independently.
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THE BUSINESS challenge
When rigid systems slow down growth and daily operations.
Dialog-Factory’s on-premises communication system had reached its limits. Scaling for the new client project meant high cost in additional licenses. On top of that, the system lacked an upgrade path and depended heavily on external providers for configuration, even for routing changes like adjusting queues, routing, reporting or agent setup.
At the same time, rapid company growth increased the pressure to onboard new agents faster, to ensure reliable reporting and to support flexible work across distributed teams. But with limited self-administration and a system not built for scale, launching new client projects across 20 parallel campaigns became increasingly difficult.
In a competitive industry where responsiveness and adaptability are essential, Dialog-Factory needed a communication setup that could scale quickly, reduce administrative dependency and deliver consistent performance across all its client projects.
A cloud-based contact center for agile, in-house control.
Dialog-Factory introduced NFON Contact Center - a fully cloud-based platform that brings telephony, routing, ticketing, CRM integration and reporting together in one browser-based environment. Agents work via WebRTC without local installations, while supervisors use real-time dashboards to control more than 200 queues across 20 projects. With open APIs and modular call flows, Dialog-Factory can now adjust configurations, launch new projects faster and optimise workflows independently, all configured and managed in-house.
The solution's capabilities include:
Structured workflows and consistent data
Email and tasks are handled in a unified ticketing system, with CRM integration and API-driven reporting giving teams consistent information and automated client-ready reports.
Smart workflows with full visibility
Each Voicebot interaction becomes a standardised ticket with a form, transcript and audio link. This gives staff clear context, supports accurate routing and speeds up case resolution.
Real-time control at scale
Supervisors manage queues and parallel projects with real-time dashboards and monitoring tools, making intraday operations more efficient and data-driven.
Faster onboarding, better reporting and more efficient operations.
Since implementing NFON Contact Center, Dialog-Factory has shortened project onboarding times, automated reporting, and improved day-to-day operational efficiency. New client projects now go live in minutes. Teams benefit from clearer workflows, real-time visibility and faster access to client data, all while managing the platform independently.
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Partnering with NFON, the trusted European cloud contact center partner for scalable communication
With NFON, Dialog-Factory found a partner that could match its pace and future-proof its operations. NFON Contact Center delivers a powerful, cloud-based platform that empowers the company with full autonomy to configure call flows, adapt to client needs and manage operations without relying on external service providers.
Cloud-based, browser-first setup
Agents work directly via the browser with WebRTC — no local software installations required, no IT delays.
Integrated workflows and reporting
Telephony, ticketing, CRM, and API-based reporting come together in one unified system.
Real-time operational visibility
Supervisors use dashboards and real-time monitoring to manage volumes, peaks and performance, all in real time.
In-house control and flexibility
Dialog-Factory has now full autonomy to adjust configurations, launch new projects and optimise operations.
Scaling outbound automation with AI-powered voicebots.
Dialog-Factory is working with NFON and botario on a new AI-powered voicebot to support automated outbound communication, including appointment scheduling and lead qualification. The vision: run parallel outbound calls that can pre-qualify leads and book meetings with natural-sounding voice interactions, saving time and scaling client campaigns.
Ready to take your customer communication to the next level?
NFON Contact Center empowers fast-moving businesses like Dialog-Factory with full autonomy, faster project onboarding, and more efficient service operations. All delivered through a secure, cloud-based platform.
Discover how NFON can support and enhance your transformation.