Agents go Ready
Agents (and Ready supervisors) set available status. Inbound calls route automatically — no dialer start required.
Product
The operating system for modern contact centres.
Enterprise call-centre dialer and floor command: predictive/power outbound pacing, always-on inbound routing to Ready agents, supervisor transfers, QA recordings, and role dashboards.
How it works
Live from the VoxLink server.
Outbound dialer (admin / campaign manager)
Predictive or hybrid pacing dials leads, respects DNC, and bridges connected calls to the least-occupied Ready agent.
Floor command
Supervisors see live states, whisper/barge, warm/cold/conference transfers, and outbound dialer Live/Off status — they cannot start the dialer.
QA & coaching
Recordings, dual-channel transcripts, Gemma summaries, and QualiCore scoring close the loop after every conversation.
Modules
Shipped on the live server.
Power dialerPredictive dialerHybrid pacingUniversal lead importCampaign KPI formulasWhisper transcriptionGemma AI summariesDisposition evidenceCompliance engineFlag EngineID / KYC verificationDead-air removalCommand centreQA & coachingCaller ID healthWorkforce / RTACRM & CTICloud PBX / Asterisk
Capabilities
What the dialer and floor stack deliver.
Predictive & power dialing
ML-paced outbound with adaptive dial ratio (default 1.5×) and abandon-rate control (cap 3%).
Inbound always live
As long as an agent is Ready, inbound is routed with skill/department-aware algorithms. Starting the dialer is not required for inbound.
Hybrid fluid pacing
Power ↔ predictive matrix with a compliance circuit breaker that forces 1:1 when drop rate spikes.
Universal Lead Importer
Any spreadsheet maps to campaign fields, auto-designs the agent Customer panel, and seeds a campaign KPI formula from the detected vertical.
Campaign-aware KPI formulas
Sales, collections PTP, debt plans, appointments, or resolution rates — measured per campaign, not a single hardcoded conversion.
Disposition evidence engine
AI validates agent dispositions against the transcript — confidence scores and mismatch flags before outcomes hit the stats ledger.
Command centre floor
Live agent/supervisor states, dialer stats, overrides, whisper/barge, Flag Engine review, and transfer visibility.
Warm, cold & conference transfers
Department routing and direct supervisor escalations with consult/merge controls.
Verified caller ID
SMS + email ownership proof before a number can present as CLI.
CRM-agnostic integrations
APIs, webhooks, CTI screen-pop, and hybrid mode — keep Salesforce, Zendesk, or proprietary CIS.
AI transcription & summaries
Whisper transcripts, Gemma call summaries, and local AI options for QA and coaching.
Compliance & Flag Engine
DNC, ACW windows, POPIA-aligned controls, and review-only behavioural anomaly flags.
Role-built dashboards
Agent, supervisor, QA, analyst, campaign manager, admin, and superadmin surfaces with RBAC.
Cloud PBX ready
Asterisk AMI/SIP in the container image for rentable cloud phone — simulation or live carrier trunks.
Next step
Ready to modernise your floor?
Start with a live demo of predictive dialing, command centre telemetry, and agent workflows — or talk to us about a managed BPO rollout.