Solution
Call center software for inbound and outbound teams
Call center software is the set of tools a contact center runs on: something to place and receive calls, route them to the right agent, record and monitor them, and report on how the team is doing.
NetLumen provides those pieces as products that work together — DialX for outbound dialing, CorePBX for inbound call handling, InsightAI for quality and analytics, VoiceAI for automated conversations and CRM+ for customer records.
Outbound: dialer and campaigns
DialX runs outbound campaigns with predictive, progressive and preview dialing, DNC management, agent scripting, call recording and a live monitoring dashboard.
Inbound: IVR, queues and routing
CorePBX handles inbound calls with an IVR designer, call queues and automatic call distribution (ACD), hunt groups, voicemail to email and conference bridges, on SIP trunks you manage.
Quality, automation and CRM
InsightAI scores calls automatically and flags compliance issues. VoiceAI answers or places routine calls with an AI voicebot and falls back to a live agent. CRM+ keeps leads, contacts and call history together.
FAQ
Common questions
What features should call center software have?
At minimum: an outbound dialer, inbound IVR and call queues (ACD), call recording, live monitoring, reporting and CRM integration. NetLumen covers these across DialX, CorePBX, InsightAI and CRM+.
Can NetLumen be used for both inbound and outbound call centers?
Yes. CorePBX handles inbound routing with IVR and ACD queues, and DialX handles outbound dialing campaigns.
Is it available as a cloud contact center?
NetLumen CorePBX can be cloud-hosted or deployed on-premise. Contact us to discuss the right deployment for your contact center.
Does it include call quality monitoring?
Yes. InsightAI adds automated call scoring, sentiment analysis and compliance detection, and DialX provides live monitoring.