Cloud call center. Zero hardware.

Yes. Dixa includes native cloud phone (VoIP) built into the platform — not a plugin or integration. Phone calls appear in the same queue as emails, chats, and social messages. Agents handle everything from one screen with full customer context, regardless of channel.

No. Dixa replaces standalone call center software. You get inbound and outbound calling, IVR menus, call recording, voicemail, callback queues, and real-time analytics — all native to the platform. No third-party telephony integration required.

Cloud phone (VoIP) means your phone system runs over the internet, not traditional phone lines. Agents can take calls from anywhere with a browser — no desk phones, no hardware, no office required. Dixa's cloud phone works on desktop, laptop, or mobile.

Yes. Dixa is browser-based, so agents take calls from anywhere with an internet connection. No VPN, no special hardware, no desk phone. This makes remote and hybrid support teams easy to manage.

Calls are routed using the same intelligent routing as other channels — by skill, language, customer value, issue type, or custom rules. VIP customers can skip the queue, technical issues go to specialists, and calls are matched to available agents with the right expertise.

Yes. Dixa includes visual IVR builder — create phone menus with drag-and-drop, no coding required. Route callers based on their selections, play custom messages, offer callback options, and connect to specific teams or agents.

You control it. Options include: voicemail, callback queue (customer keeps their place in line without waiting on hold), overflow to another team, or after-hours messaging. Dixa's callback feature means customers don't wait on hold — they get called back when an agent is free.

Yes. When a call comes in, Dixa recognizes the customer (by phone number or account lookup) and displays their full history — past conversations, orders, notes — before the agent even picks up. No more "can you give me your order number?"

Dixa tracks call-specific metrics: answer rate, wait time, talk time, after-call work, missed calls, and callback completion. These flow into the same dashboards as other channel metrics, giving you a unified view of team performance.

Yes. Agents can make outbound calls directly from Dixa — click-to-call from customer records, follow up on open issues, or proactive outreach. Outbound calls are logged in the same conversation timeline as inbound interactions.