The platform architecture of Dimelo's SocialCRM Suite is the result of its position as a Customer Interaction Hub, at the perimeter of the company. Hence it has an external facing part, and internal roots.

External facing is composed of all the digital channels that customers may use to engage a conversation with the brand. Channels include traditional web, mobile applications, social media networks (Facebook, Twitter, LInkedin etc.) as well as traditional communication tools such as text messaging and email.

In addition to those channels, where the company has its own properties (website, facebook, page, twitter account, etc.) lies the uncontrolled zone of people blogs, forums, facebook walls, twitter accounts and so on. Both internet properties and the wild wild web are touchpoints, so Dimelo's architecture consider them as such, managed by a single back-office and uniform processes.

Conversations coming from all digital channels are stored in a content database, the "knowledge base", whereas author and user profiles are consolidated in the CRM database.

On the internal side, the platform communicates with existing software in the information system, in order to share information, coming either from the knowledge base or the CRM database. Communication is done through connectors to leading software providers.

Knowledge can be reuse in existing customer service systems to answer customer questions or resolve cases, or can be fed into business intelligence systems to predict customer behaviour from statistical extrapolation. It can be forwarded to entreprise social network software, so that the entire organization can take customer conversations into account.

CRM database information can be inserted into existing CRM systems, in order to match marketing or transactional data with customer conversations, and enrich CRM contact information.

Request interfaces aka APIs are available for a wide number of data request, as well as data feeding. Software vendors and system integrators can easily leverage those APIs to create end-to-end user experience and content workflow.