Everything you need to deliver unbeatable customer service.

Empower agents to have productive and insightful conversations across every channel in one powerful and intuitive interface.

Full-featured VoIP phone system that runs in your browser.

Explore phone

Callback

Your customers can choose to get a callback instead of having to wait in a queue. They will keep their place in the queue.

Call recording

Record calls and play them back later for conversation analysis.

VoIP telephony

Being cloud-based, Dixa uses VoIP (Voice over Internet Protocol) telephony. We employ the latest in SIP technology to give you the best possible call quality, no matter where in the world you and your customers are.

In and outbound calls

Dixa has both inbound and outbound capabilities. Inbound calls are offered to agents as per your routing rules. They then accept the call with just one click. For outbound calls, you use our dialer.

Call transfer

If you are busy, unable to answer the question, or your colleague is a specialist in a particular field, you can transfer your conversation to another agent. When doing so, you have the ability to write a note for the agent you’re transferring the call to.

Quick reconnect

Do not worry about your call getting disconnected due to network issues. Our feature ensures you will be reconnected with your customers in seconds. No need to redial!

IVR (interactive voice response)

Easily create IVR menus with up to 12 options and add relevant queues or actions to each of them. Use smart routing to direct your calls to the right teams.

Phone numbers in 160+ countries

With Dixa, you can seamlessly conduct business in many countries and reach your customers almost anywhere. Easily purchase numbers within the interface to grow your business and get local rates at the same time.

Toll-free numbers

Aside from local numbers around the world, we also offer toll-free numbers if you don’t want your customers to pay for the time they spend on the phone with you

Music while on hold

Upload music that represents your company or choose from preexisting tunes.

Simultaneous ringing

With simultaneous ringing, you can make any other phone number ring at the same time as Dixa does. For instance, simultaneous ringing works well to ensure you receive calls on your mobile phone if you often find yourself on the move. Say goodbye to missed calls!

Record and upload announcements

Easily record, upload or choose pre-existing announcements from our menu to add to your call flow.

Internal calls

You can even call your colleagues using Dixa! Simply click on their name in the presence overview in the left-hand side of the screen and then click to make the call.

Voicemail

Add voicemail actions anywhere in your call flow. Leave out-of-office greetings or get the information for a callback.

External forwarding

Forward calls to external numbers. Search for contacts or enter a number into the dialer to forward the call.

Set caller ID

Reach out to customers from their local area code. Choose numbers from over 80 countries to deliver a more personalized, familiar customer experience.

A mobile-optimized live chat solution for your website with advanced routing.

Explore chat

Forward chat

Forward a chat or contact form conversation to an external email address.

Rich media messages

Format your messages creatively using our image upload, making chat even more fun and engaging!

Customizable chat widget

Choose a color for your chat widget, its placement on your webpages, and when it should be hidden. Placement options are: Left, right, bottom left, bottom right.

Quick responses

Don’t waste your time writing the same reply over and over again, save your most used replies and insert them instantly into any response.

Chat transfer

If you are busy, unable to answer the question, or your colleague is a specialist in a particular field, you can transfer your conversation to another agent. Remember to attach notes to let your colleague know what the customer wants.

Easy setup

When you’re done customizing your widget, we automatically generate a script for you to copy and paste into the html of each webpage you want the widget to appear on. Simple and quick, no coding needed.

More than one widget

For those who need to have different agents answer chats from different pages on your website, you are able to create multiple widgets. Simply copy the code for each widget to the page you need it to appear on. Remember to assign each widget (and agent) to the correct queue.

Concurrent chats

You can have up to five concurrent chats per agent.

Unlimited chat agents

You can create any number of agents to answer chats free of charge. Similarly, any agent not in a telephony or email queue is free and can have chats transferred to them. This is helpful for employees who aren’t a part of your frontline customer service, except in the case of escalation or forwarding to a specialist.

Hide options

Nothing’s worse where chat customer service is concerned than having a customer click the widget and get no response. To prevent this, you can decide when to hide the widget. We recommend doing it based on agent availability, but hey, it’s up to you.

Chat history

See the prior chats and conversations you’ve had with a customer when you accept a new chat from them. Plus, you can access chat history at any time. Use it for reference and to find conversations handled by certain agents, as well as accessing the entire interaction history of an individual customer.

URL triggers

Use a visitor’s URL to determine which widget they see when they initiate a chat. This is especially helpful when routing certain types of conversations to specific employees, as well as when using different messages in your widgets.

Contact form

Use a contact form so visitors can reach you when you are offline. Please note that you’ll need to set up email in order to receive the messages your customers send.

Seamless email support. Organize your inbox with intelligent routing.

Explore email

Custom signatures

Add custom signatures with rich media to your email integrations.

Compose email

Compose emails from Dixa with attachments and tags. With our SPF support you can even send them from your domain.

SPF support

Send emails from your own domain (i.e. [email protected]) from Dixa.

Forward email

Forward an email, chat or contact form conversation to an external email address.

Rich media messages

Format your text as you want it to appear, add one or more files, and insert images. This allows you to make email even more fun and engaging!

Forward email to Dixa

Choose which email addresses to use for specific queues so you can assign agents to each based on their skills. Just forward your company emails to Dixa.

Auto replies

Send auto replies to customers when they contact you. This helps manage expectations and can also be used to increase self-service.

Automatic tagging

Automatically add tags to emails as they progress through your email flow to keep track of what your customers are contacting you about and save time.

Email template

Create a standard email template for your company, complete with individual signature and the visual identity you want.

Content-based routing

Never sort through your inbox again! Prioritize emails by creating content-based rules in your email flow. Automatically assign inbound emails to specific queues based on the contents of each email or the sender.

Quick responses

Don’t waste your time writing the same replies over and over again, save your most used replies and insert them instantly into any response.

Follow-up reminders

When you’re in a conversation that requires more work or another team’s help, you can mark it with “follow-up” (similar to pending), to set a reminder to respond at a later time. When the time has lapsed, it will be offered to your team as a new conversation.

Reply to email

Reply to customer emails.

Email transfer

As with any kind of conversation, once assigned to an agent, that agent can transfer an email to another colleague.

Claim conversation

As an administrator, you can claim, reply to, and transfer email conversations.

First-in, first-out distribution

Do your agents spend a lot of time cherry picking emails? We run first-in, first-out distribution for all kinds of conversations, email included. We’ve found that in the long term, this benefits your customers as each agent improves their skillset and doesn’t waste time going through email inboxes. If an agent is unable to answer an email they can simply transfer it to a colleague. Finally, agents should only be part of queues that receive emails in their area(s) of expertise.

Email attachments

Attach files both ways in an email conversation and retrieve the file at any time by accessing the conversation later on.

Contact database

We’ve built a lightweight CRM system into Dixa to ensure that you have the tools to provide the best possible service. Dixa automatically creates and updates contacts when visitors or customers start conversations with you. Repeat visitors and contacts are recognized based on the information the CRM-system has. You can also search in and browse contacts and manually update them where needed.

Apply tags to each conversation

Applying tags to conversations can be helpful in many ways, especially when categorizing them. Knowing how large a share of your time certain conversations take can help you proactively improve your customer service.

Contact recognition

Callers are recognized based on phone numbers and every other inquiry based on their email address. When you accept a conversation, you get information on the customer’s previous conversations, who they talked to and any notes that have been added to these conversations.

Visitor tracking

Track your visitors’ information and location. See their URL, and track their browser and devices. You are also able to view their email address, phone number and full name, if you already have this contact in your database.

Saved conversations

All conversations are automatically saved by the system. Never make a customer repeat themselves again!

Conversation history

Browse and search in all previous conversations and use filters to find what you need. Filter by customer, agent, and team, to quickly access overviews.

Write wrap-up notes

At any time, you can add a note to a conversation that is viewable by others and will provide important context if a customer gets in touch again.

Search in contacts and conversations

Aside from searching in conversations, you can also search for any contact in the database, whether they’re agents, admins, customers, or companies. Search by name, phone number, email address, and conversation ID.

Drag and drop channel flow editor

Build your ideal call, chat and email experience with our drag and drop style channel flow editors and make real-time changes on the fly. Utilize intelligent routing features for each channel to automate your workflows, save time and provide an exceptional customer experience.

Prioritization of agents

Make sure conversations are offered to the right agent first by setting priorities for each agent in each queue.

Triggers based on wait time

Use wait time in the queue as a trigger for other actions in your call flow. Play announcements and/or forward or send the call to a different queue.

Skill-based routing

Ensure customers get matched with the right agents. Each agent can be assigned to any number of queues, and our advanced routing and IVR ensures customers land in exactly the right queue with the agent they need. You choose how advanced and detailed you’d like your routing to be. Now go ace those first-contact resolutions!

Prioritization of queues

Prioritize queues to make sure the most important ones are answered first. This is effective if agents are assigned to more than one queue (for instance for multi-skilled agents).

Advanced forwarding rules

Incorporate call forwarding into your call flows, create forwarding sequences, or call a list of numbers at the same time – or just one. You can set forwarding on time-outs to forward the call to someone else if the phone isn’t picked up after a certain amount of time.

Opening hours

Include opening hours for each channel to manage customer expectations. Implement auto-replies for email, announcements for phone, and contact forms for chat when customers reach out outside of opening hours to enhance your customer experience.

Queues

Use the same number for different queues in your call flow. Customize call flows with specific opening hours, voicemails, announcements, and more.

Set service levels and alerts

You can set different service levels and alerts for each queue. We’ve included alerts to let you know when: 1) The current longest wait time exceeds your threshold. 2) The minimum of available agents online in a queue is reached. 3) When your threshold for the maximum number of conversations in a queue is reached.

Real-time queue performance overview

See how all your queues are doing in one view. Track average response time, service levels, handling time, as well as longest wait time.

TV-mode

Get a full-screen dashboard with real-time data (for the day) for a queue in just one click.

Historical data through analytics module

Select date range and get historical performance data for each queue with graphs to accompany it.

Conversation list with filters

Get a full list of conversations and filter the information by either customer, agent, or team. Combine it with search to get exactly what you need.

Agent prioritization

Set priorities for each agent for each queue.

Agent profile with image

Complete contact info for each agent, as well as include an image that can be used externally, for instance in chats. Don’t forget to smile! 🙂

Agent roles

Changing agent roles is easy. Just like any other change, it can be done on the fly. So, if you find yourself in need of one more administrator, you can easily change the role of an agent.

Queues for different teams

Do you have multiple teams? No problem! You can create different queues, for example Sales and Support, with different phone numbers and agents assigned. Our call flow editor and IVR ensures customers are routed to the correct queue.

Set and see presence

You can see the presence of your colleagues, as well as their queue status, and whether or not they have simultaneous ringing activated. You can set your own presence for each channel. If you don’t respond to an offered conversation, your status is automatically changed to ‘away’.

Use your favorite tools in Dixa.

Explore all integrations

Ecommerce

Display customer data such as order detail, tracking information, etc., from your ecommerce platform alongside customer inquiries and avoid jumping between systems to gather context.

CRM & Sales Management

Get all your customer information, including sales data within Dixa to have more efficient, personalized conversations.

Channels

Link up messaging channels like Facebook Messenger and WhatsApp to Dixa and deliver quick, unified support.

Productivity

Make sure your agents have the tools they need to focus and problem solve with integrations to KCS provider, Elevio, and popular status lights.

Performance

Visualize your Dixa data alongside additional business metrics to optimize performance.

API

Access our API here: https://api.dixa.io/. If you’re curious about using it, we recommend you get in touch. We have our devs standing by to provide support!

Chat ratings

After a finished chat, the customer can give a thumbs-up or thumbs-down. Agents personally receive a notification with the rating.

Chat feedback

After finishing a chat, a customer can also provide feedback in a free-text field. As with ratings, the agent receives this feedback in a notification.

Want to have more profitable conversations?

See how Dixa can transform your customer service.