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CentrixDial

Inbound call management

IVR and inbound call routing that gets every caller to the right place

Build the phone menu callers hear, route them by language and need, and watch queues and service levels live, without hand-editing routing tables.

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A caller choosing Arabic or English, then Billing, joining the billing queue and reaching an agent who already sees the customer details

What is inbound call centre software?

Inbound call centre software answers incoming calls, guides callers through a phone menu (IVR), holds them in queues and connects them to the right agent or AI voice agent. It also records what happened, for reporting.

CentrixDial gives you a visual IVR builder, language and priority-based in-groups, queue and wait analysis, and live service levels, all in the same login as your outbound campaigns.

How it works

An incoming call, step by step.

Example: a customer calls a telecoms provider about a billing problem.

  1. 01 Customer calls For example about a billing problem
  2. 02 Welcome message & IVR Language first, then department
  3. 03 Customer selects an option Billing
  4. 04 Routed to the right queue Billing in-group, Arabic or English
  5. 05 AI agent or human agent The call rings with the lead already on screen
  6. 06 Outcome and reporting Dispositioned, recorded and reported

Capabilities

What you can do

01

Visual IVR builder

A drag-and-drop editor for the phone menu callers hear: numbers, working hours, language branches, queues and voicemail. Validate and preview before anything goes live.

02

Queues and in-groups

In-groups by language and priority, including VIP retention, billing, escalations and overflow.

03

Business-hours routing

Different paths for open hours, after hours and holidays, from the same IVR editor.

04

Transfers and escalation

Move calls between agents, queues and AI voice agents without losing the caller’s record.

05

Agent availability and status

Every logged-in agent appears with their live status and how long they have been in it.

06

Service levels and wait analysis

Inbound service levels, queue and wait analysis, and a performance report for every menu option.

Use cases

Where teams use it.

Customer support

Route by language and topic, track service levels live and attach AI summaries to the customer record.

Telecoms and utilities

Separate billing, technical support and retention queues, with priority for VIP callers.

IT helpdesks

Send callers to first-line or specialist queues, with callbacks and full call history.

Good to know

Benefits and limits, stated plainly.

  • A clear, short IVR usually beats a deep one. The per-option report shows where callers drop out so you can simplify.
  • Skills-based and callback options depend on how your queues are configured. We set these up with you during onboarding.
  • Missed and abandoned calls are visible in reporting so they can be followed up rather than lost.

FAQ

Questions, answered.

Do we need to edit routing tables by hand?

No. Phone menus are built in the visual IVR builder, validated and previewed before they go live.

Can we route callers by language?

Yes. Menus, queues and in-groups support Arabic and English branches.

Does CentrixDial support inbound and outbound calls?

Yes. Inbound queues and outbound campaigns run on the same platform, with the same agents and reporting.

Can AI voice agents answer inbound calls?

Yes, where configured. An AI voice agent can be placed in the flow and escalate to human queues when needed.

See it with your own call flows.

See how CentrixDial could support your contact centre with AI automation, human-agent collaboration and call intelligence, using your own campaigns and call flows.

Book a Demo WhatsApp +965 9406 9744