Contact Center overview

Drömlik's Contact Center brings voice calls and digital conversations into one place. Customers reach you on whichever channel suits them — a phone call, an SMS, a WhatsApp message, a Facebook DM, or a live chat on your website — and your team handles every interaction from a single agent console.

What's included

• Inbound Call Center — call queues, ring strategies, SLA targets, wallboards, and reporting for voice traffic.
• Omnichannel Messaging — SMS, WhatsApp, Live Chat, Facebook Messenger, and Telegram routed to the same agents.
• Outbound Campaigns — preview and progressive dialing for proactive customer outreach.

How it fits together

• Seamless conversations. A customer who calls in the morning and messages later in the day shows up as one continuous thread in the agent's view.
• Smart routing. Inquiries are sent to the right agent based on skills, availability, queue priority, and time of day.
• Live monitoring and history. Supervisors see what's happening in real time and pull reports on queue performance, agent activity, and SLA compliance.
• One agent console. Calls, chats, and messages all land in the Drömlik App. Agents don't switch between tools.
• Plugged into your stack. The contact center talks to your CRM, helpdesk, and Microsoft 365 so context follows the customer.