Contact center software, sized before you pick a tier
Omnichannel routing, queues and analytics that read every interaction rather than a sampled few — on the same platform as your phone system, starting with the number that decides what you spend.
- Free staffing calculator
- One queue, three channels
- Live queue analytics
First, how many agents do you actually need?
Most contact center purchases start with a plan tier. They should start with a staffing number, because that number decides what you spend every month afterwards. Agent count is a maths problem, not a guess — it depends on call volume, average handle time, and the wait you are willing to accept.
11agents on the floor
to answer 80% of calls within 20 seconds. That is 8.0 Erlangs of arriving work, and it leaves your agents 73% occupied with an average wait of 20s.
Standard Erlang C: Poisson arrivals, exponential handle times, no abandonment, and every agent able to take every call. Because it assumes nobody hangs up, it staffs slightly high — real queues shed load. Use it to size the decision, then check it against your own historic peak.
Work that number out before you read the rest of this page. It changes which tier you need, and whether you need a contact center at all.
When a contact center is the wrong purchase
If three people share inbound calls and nobody waits more than a minute, ring groups and call queues on the standard phone plan will cover you — and those are on every DialPhone tier, including the entry one.
- Ring groups
- Call queues
- IVR
- Auto attendant
Nothing on this page is worth buying until one of the four on the right is true of you.
Then you do not need this. Ring groups and call queues on the standard plan already cover you, and we would rather say so here.
Routing that uses what you already know
- SkillTo someone who can actually answer it.
- LanguageWithout a transfer to find one.
- PriorityWho waits, and who does not.
- Time of dayDifferent rules after hours.
And to whoever had them last. A caller who has contacted you before can reach the agent who handled it, rather than starting the story again.
Which tier you actually need
The tiers are cumulative rather than alternative — each is the one before it plus something. Rates are on pricing; what matters here is where each capability starts.
- BasicWhere most small teams stop
- Ring groups
- Call queues
- IVR
- Auto attendant
- ProfessionalOnce the queue feeds a CRM
- Workflow automation
- Bi-directional CRM sync
- EnterpriseOnce someone is watching the shift
- Real-time analytics
- Unlimited storage
- Dedicated CSM
Two things sit next to this rather than inside it. AI Conversation Expert is the coaching layer — prompts while the call is still happening, and the CRM record written afterwards — and the Erlang C calculator sizes the floor before you buy any of it, free and without an account.
Frequently asked questions
How many contact center agents do I need?
Run your busiest hour, average handle time and target answer time through the calculator at the top of this page. Guessing routinely understaffs by two or more agents, which is where queue times collapse — the calculator shows you exactly how far.
What is the difference between a call queue and a contact center?
A queue holds callers until someone is free. A contact center adds skill-based routing, multi-channel intake, service-level reporting and supervisor tools.
Do I need the top tier?
Only if you need real-time analytics during the shift. Routing, queues and IVR are on the entry plan — see pricing for the tier breakdown.
Can agents handle calls and texts in the same queue?
Yes. Voice, SMS and chat route into one queue rather than into separate tools.
Is there a contract or a minimum seat count?
Confirm current terms on pricing before you plan around them.
How big can it get?
It is built for small and mid-sized teams. If you need workforce management, deep IVR scripting or dedicated professional services, an enterprise CCaaS platform is the better fit — and we would rather say so here than after you have bought.
Size it, then decide.
Fourteen days, no card. The calculator above needs no trial at all — use it even if you buy something else.
No credit card required · Queues and IVR on every tier · Cancel anytime