Structured inbound
Queues, automatic distribution, skill-based routing, queue callbacks, and panels to monitor agent load in real time.
Contact center: queues, wallboards, and outbound campaigns.
Run customer interactions with ACD, skill-based routing, SLA monitoring, agent coaching, and outbound dialing connected to Dialcortex AI voice agents.
Queues
ACD
Wallboard
SLA
Callback
Outbound dialer
Campaign control
Agent coaching
Wallboards & SLA
Track wait time, abandoned rate, and SLA thresholds with alerts so supervisors can act quickly.
Agent coaching
Listen, whisper, and barge-in for training and quality control without breaking the customer experience.
Outbound & compliance
Outbound campaigns with predictive or progressive dialing: agents receive only answered calls, within the pace and compliance rules you set.
AI + humans
AI voice agents handle routine volume; escalate into human queues when conversations need empathy or complex judgment.
Context from business systems
Pull customer profile, order, or invoice data from your CRM/ERP so agents have context from the first second.
Why it matters
Queues, skill routing, and wallboards protect SLA as call volume grows.
Who it’s for: Contact center leads
Core capabilities
QueuesACDWallboardCoachingOutbound
Design your contact-center model on Praytec Dialcortex.
Enterprise-ready
Built for teams that need control, integration depth, and operational visibility.
API-first
Open architecture for business-system integration, webhooks, and automation.
Cloud-ready
Designed for cloud delivery with flexible deployment options when needed.
Access control & audit
Role-based access and activity trails for clearer operational governance.