For the call center manager

Hold your service level when the queue spikes

DRING picks up the calls your staffing plan cannot reach, closes the routine ones and passes the rest to your team with the case already written.

Get a call in two minutes See the live dashboards

After you submit the form, DRING calls in two minutes, identifies itself and qualifies the workflow.

54 smedian wait before anyone spoke on a human-staffed line, 70-call sample

~40%of calls never picked up on a human-run inbound line, over six months

~72%resolution, average across live workloads on the platform

1M+customer conversations handled to date

54 s and ~40%: measured on human-staffed lines, one operation each (B2B distribution, logistics). ~72% and 1M+: platform-wide.

A day on the wallboard

Where the service level slips

Staffing plans follow the forecast. Calls follow the customer, and the gap shows up in three places.

09:00
The spike nobody forecast
A campaign lands early and the queue doubles. Service level drops below target before anyone can be pulled off training, and waiting callers start to abandon.
14:00
The blind transfer
A call reaches a teammate with nothing attached. The customer tells the story again, and handle time climbs on a call that was already half done.
18:00
The QA sample
QA heard a few dozen calls out of thousands. Your best week and your worst week arrive as the same flat chart, so nothing is coachable on Monday.

Your weekly report

What moves on the numbers you already send

The KPIs you report every week, and what changes in each once AI staff take their share of the queue.

KPI	What changes
Service level	Calls above your staffed capacity are answered by AI staff instead of waiting in the queue.
Abandon rate	Overflow and after-hours calls are picked up, then closed or routed, so fewer callers hang up in the queue.
Handle time on transfers	The call arrives with the summary, the reason and what was already checked, so your teammate starts at the decision.
First-contact resolution	Routine intents such as order status, appointment changes and warranty checks close on the first call. Your rate depends on the intents in scope.
QA coverage	Every conversation is analyzed, not a sample: outcome, reason, sentiment and the checks you define.
Staffing for peaks	A promotion or a Monday morning is carried by the concurrent capacity you size in the package, not by overtime.

On transfer

What your teammate reads before saying hello

The agent tells the caller it is bringing in a colleague, and the caller stays on the line. The brief opens on your teammate's screen with the call.

It says who is calling, what they asked, what the agent already checked and why this call needs a person. The caller was matched to the CRM record before the first question, so nobody asks for the order number twice.

Transfer briefBilling dispute

I've been charged twice for the same order.

I can see both payments, and one is still pending. I'm bringing in a colleague who can approve the refund. Please stay on the line.

CheckedTwo payments on one order, one pending

Why a personRefund approval is outside the agent's policy

Next stepConfirm the reversal and its date

Rollout

Start it like a new team: one queue first

You decide where AI staff sit in your routing, the same way you would place a new hire.

Pick the queue
Overflow, after-hours or one routine intent such as order status. DRING joins your switch as another destination in the routing.
Write the transfer rules
Which intents it settles alone, which triggers go to a person, and which team each transfer reaches.
Test before the first call
Agent Factory (how DRING builds, tests and improves agents) runs 1,000 to 10,000 simulated conversations, built for your company, before the first real call.
Start with a share of traffic
Route part of the queue first and watch resolution and transfers on the wallboard.
Widen when it holds
Move the whole queue, or add the next intent, once the numbers hold steady.

See how DRING connects to your switch

Your wallboard

Queue and quality on one screen

Open calls, wait times and the analysis of every finished call update during the shift, not in tomorrow's report.

DRING panelLive view

0resolved on the call, platform average

0of transfers arrive with a written brief

0calls open on the line right now

Live queueShift: now

Order status00:41AI on the call

Warranty question01:12Resolved

Billing dispute00:18Handover ready

Call analysisOn target

OutcomeSentimentYour checks

Illustrative panel view. The figures on your screen come from your own lines.

A live inbound line

A busy inbound line, one year on

Case study

Refurbished electronics marketplace

The situation

One inbound line carried order status, warranty checks on graded devices and returns. Around promotions and restocks the volume ran ahead of the team, and the wait grew with it.

What DRING did

DRING took the main line. It reads the order record before the first answer, settles warranty and return cases on the call, and transfers the rest live with the summary and the reason already written.

What changed

Most of the line now closes on the call itself, and the calls that do reach a person start where the customer left off. Supervisors spend the shift on judgment calls instead of on the queue.

See the measured results for this line

From the floor

Before it takes a live queue

How do we audit quality without listening to every call?+

After-call analysis runs on every conversation: outcome, reason, sentiment and the checks you define, such as whether a required disclosure was read. The transcript sits next to it, so supervisors open the calls it flags instead of sampling blind.

Can we decide which intents it takes and when it transfers?+

Yes. The intents in scope, the transfer triggers and where each transfer goes are agreed before launch and written into the agent's rules. A later change runs through the same simulated conversations before it reaches the line.

What happens on a bad day, when the agent gets something wrong?+

The call sits in the transcript with its analysis, so the point where it went wrong is visible rather than reported second hand. The prompt or guardrail change then goes back through the simulated conversation set before the agent takes that call type again.

Does it work with our switch?+

DRING connects to your PBX or contact center over SIP as another destination: a queue, a menu option or the after-hours schedule. Calls it cannot finish return to your queues with the context. Alotech, Verimor, OpenScape-family PBX and Twilio are among the confirmed connections.

Browse the full FAQ General questions are answered on the home page

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See and decide

Hold your service level when the queue spikes

Where the service level slips

The spike nobody forecast

The blind transfer

The QA sample

What moves on the numbers you already send

What your teammate reads before saying hello

Start it like a new team: one queue first

Pick the queue

Write the transfer rules

Test before the first call

Start with a share of traffic

Widen when it holds