Empower Your Contact Center to Boost Productivity and Deliver Excellence
Running a contact center means managing high volumes of inquiries across multiple channels while maintaining exceptional service. With the DialLink Contact Center Add-On, you gain everything needed to streamline operations, including advanced call management, AI voice agents, conversational intelligence, and unified messaging across SMS and WhatsApp. These capabilities enable your team to respond faster, stay aligned, and deliver 24/7 support while keeping costs under control.
Improve the Efficiency of Your Contact Center
Minimize wait times and ensure every call is attended to, even during peak hours or sudden surges. The DialLink Contact Center Add-On includes call queues and automated overflow handling reduce missed calls and improve operator efficiency, while on-duty status tracking and alerts help ensure continuous coverage
Boost Customer Satisfaction and Engagement
Long wait times are a sure way to lose callers. Instead of frustrating your customers, offer them an automated callback option with the DialLink Contact Center Add-On. And while callers are on hold, keep them engaged with personalized messages instead of generic hold music.
Call Overflow Handling
Route overflow calls during peak times
No On-Duty Alerts
Get alerts when no agent’s available
Call Queues
Queue callers when agents are busy
Operator Status
View available and active operators
Automated Callback
Let callers request a return call
Custom Hold Music
Play custom music while on hold
Extend Your Contact Center Resources with AI
Provide better customer service without increasing headcount. DialLink’s AI voice agents handle inbound and outbound calls just like your best teammate. Powered by built-in knowledge bases, they can access accurate, up-to-date information such as FAQs, pricing policies, product details, and troubleshooting steps. Additionally, AI agents can connect to your CRM and support systems to retrieve data and take necessary actions, such as updating or adding information.
They understand intent, route inquiries based on predefined keywords, and transfer calls to human agents with full context. With AI-generated call insights, your team can keep conversations organized and gain a complete view of every interaction.
AI Voice Agents
Automate call handling with AI agents
Action Items
Auto-capture key takeaways from calls
Call Summaries
AI-generated summaries after each call
MCP Integration
Integrate AI voice agents into your business workflows
AI Knowledge Base
Power AI voice agents with business-specific content
AI Call Tagging
Auto-label calls based on topic or intent
Get All the Contact Center Basics — and More
With DialLink, you get all the essential features of contact center software, including IVR menus, auto-receptionists, call recording, CRM integration, and cold and warm transfers. You also get advanced features like contact enrichment, which ensures your contact call center reps have key details at their fingertips.
Centralize Messaging for Context-Rich Support
Bring SMS, WhatsApp messages, and calls into a single interface to give your contact center agents full visibility into every customer interaction. With a complete communication history in one place, your team can stay aligned, maintain context, and seamlessly continue conversations across shifts or channels. AI-suggested replies speed up response times and help deliver consistent, high-quality support.
Business Messaging
Engage with customers through text messages
WhatsApp integration
Add WhatsApp messages alongside calls and SMS
AI-suggested Replies
Speed up response with context-aware replies
Frequently asked questions
What is contact center software?
Contact center software helps businesses manage customer interactions via phone calls, messages, email, and other channels. Solutions typically provide call routing, automated responses, call recording, operator availability status, call queues, and CRM integration. By centralizing communications, contact center software streamlines operations, enhances productivity, improves the customer experience, and supports team collaboration.
How should my organization choose contact center software?
It’s important to select a solution that not only fits your budget but delivers all the core functionality your contact center requires. Carefully evaluate your business needs and inventory all the communication channels you need to support. When assessing solutions, first look for essential features like call routing, IVR systems, call queues, automated responses, call overflow handling, on-duty operator status, and alerts for no on-duty operators. Next, ensure the solution integrates seamlessly with your current CRM system and other business tools, offers AI-powered automation and insights, and has user-friendly interfaces for easy adoption. Last but not least, make sure it will scale easily as your business grows.
Do most enterprises use cloud contact center software?
More and more organizations, regardless of size, are choosing cloud-based solutions to gain benefits like flexibility, scalability, and cost-effectiveness. Unlike traditional on-premises systems, cloud-based contact center solutions enable businesses to manage customer interactions from anywhere, support remote teams, and scale resources during peak demand. Advanced features like AI-driven insights and seamless CRM integration make cloud-based contact center software a preferred choice for improving efficiency and customer service.
How are DialLink features priced?
DialLink offers three basic pricing plans, along with the DialLink Contact Center Add-On that can be bundled with any plan. For more information, visit our pricing page.
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Simplify call, text, and contact management with automated call routing,
AI call summaries, and local and international numbers.
