DialogTech Call Tracking

The typical implementation process for DialogTech Call Tracking (now part of Invoca) and its customization capabilities, based on the latest available documentation:

Step-by-Step Implementation Process

1. Account Setup
   • Create or access your Invoca (DialogTech) account.

   • Navigate to the Invoca Tags section under Settings.

2. Create or Access Your Invoca Tag
   • Use the Tag Wizard to create a new tag or modify an existing one.

   • Tags are snippets of JavaScript code that dynamically replace phone numbers on your site.

3. Deploy the Invoca Tag
   • Copy the code snippet and paste it into your website’s HTML or use a tag manager like Google Tag Manager or Tealium.

   • The tag can be deployed across multiple landing pages.

4. Configure Call Attribution
   • Set up how the tag identifies visitors (e.g., via cookies or session data).

   • Define which phone numbers should be dynamically replaced.

5. Capture Marketing Data

   • Configure the tag to collect UTM parameters, referrer data, session info, and other marketing metadata.

6. Customize Advanced Settings
   • Add custom JavaScript or use advanced options to tailor the tag’s behavior.

   • You can also integrate with CRMs or analytics platforms.

7. Testing and Validation
   • Use built-in tools to test the tag before going live.

   • Ensure phone number replacement and data capture are functioning correctly.

8. Go Live
   • Once tested, publish the tag to activate tracking.

   • Monitor performance and make adjustments as needed.

Estimated Time to Implement:

• Basic setup: 1–3 days
• Advanced customization and integrations: 1–2 weeks, depending on complexity and internal resources

DialogTech (Invoca) is highly customizable to meet specific business needs:

1. Custom Call Routing

   • Route calls based on caller location, time of day, or marketing source.

2. Dynamic Number Insertion (DNI)

   • Replace phone numbers dynamically based on visitor behavior or source.

3. Custom Data Capture

   • Capture custom fields such as campaign ID, keyword, or user ID.

4. CRM & Analytics Integration

   • Integrates with Salesforce, HubSpot, Google Analytics, Adobe Analytics, and more.

5. API Access

   • Use the Invoca API to automate data extraction, reporting, and integration with other platforms

6. Custom Reporting

   • Build tailored reports using schema-based data extraction tools like Improvado.

7. Call Scoring & Transcription

   • Use AI to analyze call content, score leads, and identify keywords or intent.

8. Multi-Channel Attribution

   • Attribute calls to digital campaigns across search, social, email, and display.

9. Privacy & Compliance Settings
   • Customize data retention, consent management, and call recording policies.

DialogTech may involve several additional costs beyond the basic subscription fee:

• Setup Fees: Initial costs for configuring the software to meet specific business requirements.

• Maintenance Fees: Ongoing costs for maintaining the software and ensuring it runs smoothly.

• Support Charges: Fees for customer support services, which may vary based on the level of support required.

Pricing for DialogTech starts at $49.99 per month per user. The exact costs can vary based on the specific features and services a business needs.

DialogTech offers comprehensive training and support to new users to ensure they can effectively utilize the platform:

• Onboarding Training: Detailed training sessions to help new users get started with the platform.

• Ongoing Support: Access to customer support for troubleshooting and assistance.

• Resources: Access to documentation, tutorials, and best practices to help users maximize the platform's capabilities.

DialogTech, now part of Invoca, implements a range of security measures to protect customer data, ensuring compliance with industry standards and regulations:

• GDPR Compliance: DialogTech adheres to the General Data Protection Regulation (GDPR), which mandates stringent data protection and privacy standards for businesses operating in the European Union. This includes measures to protect personal data and ensure that customer information is handled securely and transparently.

• Data Encryption: DialogTech uses encryption protocols to protect data both in transit and at rest. This ensures that sensitive information is safeguarded against unauthorized access during transmission and storage.

• Access Controls: The platform employs robust access control mechanisms, ensuring that only authorized personnel have access to sensitive data. This includes role-based access controls and multi-factor authentication to enhance security.

• Regular Audits and Assessments: DialogTech conducts regular security audits and assessments to identify and mitigate potential vulnerabilities. This proactive approach helps maintain a high level of security and compliance.

• Incident Response Plan: DialogTech has an incident response plan in place to quickly and effectively address any security breaches or incidents. This includes procedures for identifying, containing, and resolving security threats to minimize impact.

• Regular Release Cycles: Software updates are usually released on a regular schedule, which can be monthly, quarterly, or as needed based on the urgency of the updates.

• Patch Management: Critical patches and updates are deployed promptly to address security vulnerabilities and bugs. This ensures that the software remains secure and functional.

• User Notifications: Users are typically notified of upcoming updates, including details on what the update entails and any potential impact on their operations.

• Testing and Validation: Updates are thoroughly tested in a controlled environment before being released to ensure they do not introduce new issues or disrupt existing functionalities.

• Automated Updates: Where possible, updates are automated to minimize the need for manual intervention and reduce the risk of human error.

Data Ownership:
DialogTech's policy on data ownership is clear: clients retain ownership of their data. According to their terms of service, "As between DialogTech and Client, Client owns its Client Data." This means that while DialogTech handles and processes the data for service provision, the client retains full rights and ownership over their data.

Data Portability:
Clients grant DialogTech a worldwide, non-exclusive, transferable, royalty-free license to use, host, copy, transmit, distribute, and display their data as necessary to provide and enhance DialogTech's services. This license is limited to the scope of service provision and does not transfer any ownership rights to DialogTech. Additionally, clients are responsible for the accuracy, quality, and legality of their data and must comply with all relevant data protection laws.

DialogTech's platform is designed to be flexible, allowing businesses to scale their usage up or down based on their organizational needs. The terms for scaling are typically flexible, enabling businesses to adjust their usage and costs as their requirements change. This scalability ensures that businesses can efficiently manage their resources and adapt to varying demands without significant disruptions.

Renewal Terms:
DialogTech typically operates on a subscription-based model, where service fees are due within thirty (30) days of the invoice date. The terms of service indicate that contracts may automatically renew unless otherwise specified. Clients should review their specific agreements for details on renewal terms, including any notice periods required to prevent automatic renewal.

Cancellation Terms:
DialogTech's terms of service outline the conditions under which a client can terminate their contract:

• Termination by Client: Clients can terminate their agreement by contacting DialogTech's customer support. The specific process and any associated penalties or fees will depend on the terms outlined in the individual contract.

• Termination by DialogTech: DialogTech reserves the right to terminate the agreement if the client breaches any terms of the contract or fails to pay the service fees. The company may also terminate the agreement if it discontinues the service.

Upon termination, DialogTech will destroy all client data in a timely and professional manner, following the agreed retention period specified in the contract.

DialogTech meets several key compliance standards to ensure data security and privacy:

• HIPAA and HITECH Compliance: DialogTech adheres to the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health (HITECH) Act. This compliance is crucial for clients in the healthcare industry, ensuring that all personally identifiable information (PII) is handled with the utmost care and confidentiality.

• PCI DSS Compliance: DialogTech is certified as compliant with the Payment Card Industry Data Security Standard (PCI DSS). This certification covers all call analytics features, including call recordings and transcriptions, ensuring that sensitive payment information is protected. Notably, DialogTech is the only call tracking provider with a 100% in-house solution for PCI DSS compliance, avoiding the risks associated with third-party data handling.

• GDPR and CCPA Compliance: DialogTech supports compliance with the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), ensuring that data privacy and protection standards are met for clients operating in the European Union and California.

• SOC 2 Type 1 Certification: DialogTech is evaluating third-party vendors to obtain SOC 2 Type 1 certification, which would document their controls and compliance with key regulations and internal policies.