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Feature · Call blending

One team. Both directions.

Q: What is call blending?

It lets the same agents take inbound calls and make outbound calls, so nobody sits idle when one side goes quiet.

Q: Can I move agents during the day?

Yes. You can blend campaigns, shift agents between modes and reassign in real time from the supervisor dashboard, without pulling agents offline.

Q: Does it work with every dialer mode?

Yes. Preview, progressive and predictive dialling run on one agent pool with one compliance layer.

Q: Do skills still apply?

Yes. Inbound calls route by language, product and skill level, so a blended agent still gets calls they can handle.

Q: Do agents see the whole history?

Yes. Shared memory shows every past interaction, inbound or outbound, so the agent never starts from zero.

The same agents take inbound calls and make outbound ones, shifting to wherever the work is, with no one sitting idle.

InboundOutboundOne poolLive reassign

Two streams · one poolLive

Inbound demand

High · spike

Outbound pacing

Eased off

Spike: 6 agents on inbound, 2 on outbound

Illustrative flow

Quiet on one side shouldn’t mean idle. Busy on the other shouldn’t mean waiting.

Separate inbound and outbound teams are always wrong for part of the day. Call blending keeps one pool of agents working wherever demand actually is.

Callers answered fasterAgents busier on useful workOne compliance layer for both

One pool

Every kind of work, the same agents.

Inbound queues, preview lists and automatic dialling all draw on one agent pool, under one compliance layer, with no re-platforming between campaigns.

Inbound queueSupport and sales calls arriving

Preview listAgent reads the record, then dials

Progressive and predictive listsDialled automatically at your pacing

Agent pool

PMADLOHJ

One compliance layer

Illustrative streams

Live reassignment

Move people without pulling them offline.

From the supervisor dashboard you can blend campaigns, shift agents between modes and reassign in real time. Nobody logs out, and nobody loses a call in progress.

Reassign in real time
Agents stay logged in
Shift between modes mid-shift

Outbound · Renewals5

·····

Inbound · Support3

···

Supervisor dashboard

Illustrative reassignment

Pacing

Each campaign at its own pace.

Switch modes per campaign while the pool stays the same. Preview waits for the agent, progressive dials one call per free agent, and predictive dials ahead of capacity.

PreviewThe agent decides when to dial.Agent decides

ProgressiveOne call per available agent.1 call per agent

PredictiveDials ahead of agent capacity.Dials ahead

Illustrative pacing

An hour of work

Fill the gaps between calls.

An inbound-only agent waits between calls. A blended agent uses that time for outbound, and is pulled back the moment a caller arrives.

Inbound-only agent17 idle slots

Blended agent0 idle slots

InboundOutboundIdleIllustrative hour

DDana ReyesEvery contact, inbound and outbound

Renewal callVoicemail left · 0:24Mon
Billing questionResolved by AishaWed
Follow-up callConfirmed new planThu
Chat · deliveryAddress correctedToday

Illustrative record

One history

The agent knows both sides of the story.

Shared memory shows every past interaction, whichever direction it went. An agent who rings a customer back sees the call they made last week and the question they asked yesterday.

Inbound and outbound on one record
Synced with your CRM
No starting from zero on any call

Part of the contact centre

Both directions, one platform.

Outbound dialerPreview, progressive and predictive dialling on one agent pool.Inbound & IVRACD, AI routing and a visual IVR builder.Real-time dashboardsLive queue and agent metrics for supervisors.

FAQ

Call blending, answered.

What is call blending?

Can I move agents during the day?

Does it work with every dialer mode?

Do skills still apply?

Do agents see the whole history?

Put every agent where the work is.

Talk to us about call blending for your contact centre.