The Business Phone System for Support Teams
DialLink's business phone system helps support teams organize call flows, manage inquiries through calls and messages, and collaborate on issues from one unified platform, so they can focus on resolving problems instead of juggling tools.
Answer Faster with Smart Call Organization
Manage all support lines from a single platform
Set up toll-free and local numbers, all managed in one app so your team can handle calls without switching tools.
Route every call to the right agent
Create call flows that direct callers based on their needs or your business hours to connect them with the right agent or self-service option.
Reduce customer wait times
Distribute calls evenly across your support team so the next available agent can answer quickly instead of leaving customers on hold or sending them to voicemail.
Support Customers Across Multiple Channels
Send urgent messages via SMS
Quickly send alerts, reminders, and responses directly to customers through SMS to resolve issues faster.
Offer WhatsApp as a support channel
Let customers reach your support team on WhatsApp so your agents can manage conversations in one shared workspace.
Collaborate in One Unified Workspace
Manage customer inquiries from one shared line
Give your support team access to shared phone numbers with complete call and message history so they can manage customer inquiries from one line.
Resolve issues faster during calls
Agents can bring teammates into calls or transfer with full context to solve customer issues on the spot.
Collaborate with internal threads
Agents can chat privately within the same customer conversation to align on next steps, escalate issues, or confirm details.
Automate Admin Work with AI
Get instant insights from every call
AI automatically generates call transcripts, summaries, and action items so your support team can focus on solving customer problems instead of taking notes.
Create professional greetings in seconds
Generate custom greetings effortlessly to share important updates like new support hours, service alerts, or call recording notifications.
Capture calls for quality and compliance
Record every support call for quality assurance, team training, and compliance. Automatically tag calls by topic or issue type for quick access.
Why Support Teams Choose DialLink
Design call flows that work for you
Create custom routing rules that direct customers to the right team based on inquiry type or availability.
One inbox for all support channels
Handle multiple phone lines, voicemails, and messages from a single app.
Stay connected on any device
Answer calls and respond to messages from desktop, mobile, browser, or desk phone.
Connect DialLink to Your Support Tools
Integrate DialLink with the business applications your team already relies on.
Frequently Asked Questions
What is a business phone system for support teams?
A business phone system for support teams is a cloud-based communication platform designed to help customer service teams handle inbound and outbound calls and messages from any device. In addition to traditional call management features like call routing, queues, and voicemail, modern systems integrate AI voice agents to automate routine tasks such as answering common questions, collecting customer information, and providing self-service options. This helps support teams resolve issues faster, reduce wait times, and focus on more complex customer needs, ensuring every call is handled efficiently and professionally.
How do AI voice agents help support teams?
AI voice agents handle repetitive inquiries, collect caller information, route calls, and summarize conversations, reducing agent workload and improving first-call resolution.
Can DialLink integrate with our helpdesk or CRM?
Yes. DialLink integrates with leading CRMs helpdesk platforms like Zendesk, and other tools via native integrations, Zapier, and API.
Is call recording compliant with North American regulations?
Yes. DialLink stores call recordings with end-to-end encryption to keep customer data secure. You can also add custom voicemail greetings with call recording disclosures to inform callers and ensure compliance with two-party consent laws and other regional regulations.
Can AI voice agents handle after-hours support?
Absolutely. AI voice agents can handle incoming calls and collect information outside of business hours.
Is DialLink suitable for remote support teams?
Yes. With mobile, desktop, and web apps, DialLink fully supports remote and hybrid teams without sacrificing call quality or oversight.
How does AI call tagging work?
AI automatically tags calls based on topics discussed, helping support teams prioritize follow-ups, track trends, and stay organized.
What advanced call routing features does DialLink offer to support teams?
DialLink gives support teams powerful call routing tools to manage high volumes and deliver faster resolutions. Call queues place callers in line during busy periods, while ring groups route calls to all available agents. Call overflow handling automatically redirects excess calls to other teams or AI voice agents, reducing wait times. When no agent is available, automated callback allows customers to request a return call, improving the experience and reducing abandonment.
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