People and agents in one contact center
Queues, skills routing, and service-level reporting for voice, SMS, and chat. AI agents take the conversations they can and hand the rest to people with a summary.
Summary
One queue
Voice, SMS, and chat routed by skill into the same queue.
Sized
Staff from the Erlang C model, not a guess.
Measured
Watch service levels live.
Assisted
Agents answer first and hand off with a summary.
Headcount decides the bill
Most of a contact center’s cost is people. Staff too few and callers wait; staff too many and you pay for idle time. Size the team from your busiest hour before you pick a plan.
How it works
01
Route
Queues, ACD, and skills routing across voice, SMS, and chat.
02
Answer
AI agents take what they can; people take the rest, with context.
03
Supervise
Live service levels and queue state for every team.
04
Review
Recording, transcription, summaries, and sentiment on every call.
Running on DialPress
Built from
The DialPress primitives this uses.
Common questions
How many people do I need?
Use Erlang C with your busiest hour. 120 calls an hour at four minutes each needs 11 people to answer 80% within 20 seconds.
Which channels share a queue?
Voice, SMS, and chat. WhatsApp, Instagram, and Teams are on Enterprise.
Does it work with my CRM?
Yes. Salesforce, HubSpot, Zoho, and Zapier on Professional and above.
What do people answer calls on?
The DialPress softphone on the web, iOS, and Android, or desk phones.
Size your team, then switch it on.
Talk to us about your queues and peak traffic.