Can I handle phone support in the same platform as email and chat?

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.

Do I need a separate call center system?

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.

What is cloud phone for customer service?

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.

Can agents work remotely with Dixa phone?

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.

How does call routing work in Dixa?

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.

Can I set up an IVR menu?

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.

What happens when no agents are available?

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.

Can I see customer history when they call?

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?'

How do I measure phone performance?

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.

Can I make outbound calls?

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.

Cloud call center. Zero hardware.

Browser-based calling with IVR, callback, and call recording. Your team takes calls from anywhere; no desk phones, no plugins, no IT tickets.

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Trusted by 850+ brands across 42 countries

Everything you need to run phone support

Browser-based Calling

Your team takes calls from any browser, anywhere

IVR

Route callers to the right team before they reach an agent

Callback

Let customers request a call instead of waiting on hold

Call Recording

Every call recorded and attached to the conversation

AI Voice Transcription

Every call transcribed automatically; searchable, shareable, ready for QA

Number Porting

Bring your existing numbers or add new ones

Calls happen in the browser. No hardware required

Your team takes and makes calls from the same workspace they use for chat, email, and messaging. No desk phones, no plugins, no separate systems. Just open the browser and go.

Works on any computer with a browser
No installation, no hardware, no IT setup
Agents work from office, home, or anywhere

Customers reach the right team without repeating themselves

IVR routes callers based on what they need. By the time an agent picks up, they see the full customer history (orders, past conversations, account details) ready to go.

IVR menus route to the right queue
Customer context loads before the call connects
Full conversation history across all channels

Callback instead of hold. Voicemail instead of missed calls

Customers don't want to wait on hold. Callback lets them request a call when an agent is free. And if they do miss you, voicemail captures the message so your team can follow up. For some queues, Mim on Voice can pick up directly and resolve the call before it ever reaches that point.

Callback reduces hold time frustration
Voicemails appear in the same queue as other conversations
Follow up without losing context
Or skip the queue entirely: Mim on Voice can answer and resolve some calls itself

Explore Dixa's AI voice agent

The more you integrate and the more you get better at prompting, the more Mim evolves from just an AI agent to really a helping colleague."

Roger Sandmeier

Head of Customer Service at tink

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Most providers just focused on content-related AI. Mim gave us the ability to do tasks which normally colleagues do. That's what really made the difference."

Jessica Schulz

Customer Service Manager at Smartphonehoesjes

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Dixa’s automation and incredible AI agent assistant have greatly enhanced our efficiency and productivity."

Erica Piccolomini

Chief Customer Officer at Stayforlong

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Since partnering with Dixa, we've nearly doubled the workload achieved each day–resulting in extremely positive customer satisfaction and very happy teams."

Natasha Sims

Operations Director at Oliver Bonas

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To enhance our CX, we knew that the business needed a unified platform to reduce silos across channels and teams. Dixa's one-screen wonder has been a game changer that keeps our workflows seamless."

Rhys Howells

Head of Customer Service at Rapha

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59%

email containment

-90%

seasonal hires at peak

82%

live chat containment

3 pts

CSAT gap, AI vs human

-33%

contact per booking

-50%

email backlog

90%

CSAT

productivity/hour

+14%

improvement in CSAT scores

+17%

increase in customer retention

Frequently Asked Questions

Why do so many customer service platforms not include phone?

Because most modern platforms were built for digital-first support — chat, email, messaging. Phone was retrofitted later, often as a third-party integration with a separate cost. Intercom has no native phone at all. Gorgias charges $0.08-$0.12 per minute as an add-on. This creates a separate system, separate cost, and a context gap — agents answering calls don't see the email the customer sent yesterday. Dixa includes VoIP natively in the platform from day one.

Does phone still matter for ecommerce customer service?

For most ecommerce brands, yes. Voice is cited as a requirement in 26% of all customer service platform evaluations — and in travel and hospitality it's over 50%. Customers pick up the phone for the contacts that matter most to them: urgent issues, complex situations, high-value purchases. Having phone in the same workspace as email and chat means agents handle those calls with full context, not blind.

What's the difference between using Dixa for phone versus adding Aircall or Talkdesk?

A separate phone tool means a separate screen, separate customer history, and separate routing logic. An agent answering a call in Aircall doesn't automatically see that the customer emailed in Dixa yesterday. Dixa's native phone is built into the same workspace — the call arrives in the same queue as emails and chats, the customer's full history loads before the agent picks up, and performance data goes into the same dashboards. One system, not two running side by side.

How does IVR work in Dixa?

IVR routes callers through an automated menu before they reach an agent — "press 1 for returns, press 2 for order status." In Dixa, IVR is built in the same visual Flow Builder used for all other workflows. No developer needed, no IT tickets. You design the call flow, set routing rules, and update it yourself. IVR decisions feed into the same intelligent routing as every other channel, so VIP callers can skip queues and technical calls go to specialists.

What happens when all agents are busy?

Customers can request a callback instead of waiting on hold — they keep their place in the queue and get called when an agent is free. If they miss the call, voicemail captures the message and it appears in the same queue as every other conversation. Nothing falls through the cracks and customers aren't left waiting with silence.

Can we keep our existing phone numbers?

Yes. Dixa supports number porting — you bring your existing numbers across. You can also add new numbers in new markets directly through Dixa without a separate telephony provider.

Can phone calls be transcribed and used for QA?

Yes. Every call is transcribed automatically and attached to the conversation record. Transcripts are searchable, shareable, and feed into Dixa's Auto QA — which scores every call against your quality criteria without manual review. This means your QA process covers phone calls at the same 100% coverage as email and chat, not just the small sample a team lead can manually listen to.

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