Quick summary: Irish businesses running customer-facing teams — sales, support, renewals, reservations — need more than a basic phone system. They need queue management, outbound diallers, real-time supervisor visibility, and omnichannel messaging in one place. Dromlik, a cloud contact centre platform built for Irish businesses, delivers all of this at €22/agent/month on the Orbit plan — a fraction of what enterprise CCaaS platforms charge for the same capability. Setup takes days, not months. Support is Ireland-based. No lock-in contracts.
What’s the Difference Between a Phone System and a Contact Centre?
A business phone system handles calls. A contact centre manages customer interactions at scale — across channels, across teams, with the reporting and supervisor tools needed to run an operation rather than just answer phones.
The distinction matters when:
- You have multiple agents handling inbound calls and need to route them intelligently
- You run outbound campaigns — lead follow-up, renewals, collections, appointment confirmation
- Your customers contact you across more than one channel — phone, WhatsApp, SMS, web chat
- A manager needs real-time visibility into what’s happening across the team
- You need to measure performance — handle times, queue lengths, SLA compliance, agent productivity
For a 3-person team where everyone answers calls ad hoc, a phone system is usually enough. For a team of 8 or more with structured inbound volume, outbound campaigns, or omnichannel responsibilities, a contact centre platform is the right tool.
The inflection point is usually around 5–10 agents, when ad hoc call handling starts to break down — calls are distributed unevenly, managers can’t see what’s happening, and there’s no data to improve on. That’s when contact centre features start earning their cost.
Why Irish Teams Choose Dromlik for Contact Centre
€22/agent/month, all-in. Enterprise CCaaS platforms — Genesys, Avaya, NICE CXone — charge €50–€80/agent/month for comparable features, often with additional module pricing on top of the base licence. Dromlik’s Orbit plan includes the full contact centre feature set at €22/agent/month (annual billing) or €27/agent/month (monthly). No hidden add-ons for the core features.
Days to go live, not months. Enterprise contact centre deployments can take 3–6 months of implementation work. Dromlik is cloud-native with guided setup — most Irish teams are live within a week. No on-site hardware, no implementation project, no specialist consultant required.
Irish-based support. When something needs configuring or changing, you speak to someone in Ireland who knows the platform — not a ticket queue in a different timezone. For a business-critical system, this is a meaningful difference.
No lock-in contracts. Monthly billing as standard. Annual plans are available for the discount, not as a requirement.
One platform for calls and messaging. Calls, WhatsApp, SMS, Facebook Messenger, and web chat all managed from the same agent workspace. No separate tools for different channels, no missed context when a customer moves between them.
How Dromlik Compares to Alternatives
| Basic phone system | Enterprise CCaaS (Genesys, NICE) | Dromlik Contact Centre | |
|---|---|---|---|
| Inbound call queues and ACD | ✗ | ✓ | ✓ |
| Skill-based routing | ✗ | ✓ | ✓ |
| Outbound auto dialler | ✗ | ✓ | ✓ |
| Campaign management | ✗ | ✓ | ✓ |
| Omnichannel inbox (WhatsApp, SMS, chat) | ✗ | ✓ | ✓ |
| Real-time wallboard | ✗ | ✓ | ✓ |
| Whisper coaching and call barge | ✗ | ✓ | ✓ |
| CRM integration | Sometimes | ✓ | ✓ |
| AI receptionist for after-hours | ✗ | Sometimes | ✓ Add-on |
| Setup time | Days | 3–6 months | Days |
| Irish-based support | ✗ | ✗ | ✓ |
| Per agent/month (annual) | €12–€15 | €50–€80+ | €22 |
| Lock-in contract | Sometimes | Usually | ✗ Monthly option |
A Clear Path to Getting Started
Dromlik offers a 30-minute demo tailored to your team’s setup — queue configuration, wallboard, omnichannel inbox, outbound dialler — with every question answered before you commit to anything.
A 7-day free trial is available on the Orbit plan. Most teams are live within a week of first contact.
Book a demo or call the Dromlik team on 01 686 6414.
The Four Pillars of Dromlik’s Contact Centre
1. Inbound Call Centre
The inbound layer is where most Irish contact centre teams start — managing the volume of calls coming in, getting them to the right agent, and keeping wait times under control.
Skill-based routing matches inbound calls to agents based on expertise, language, or team — so a technical support call goes to a technical agent, a French-speaking caller reaches a French-speaking agent, and a VIP customer jumps the queue automatically.
Queue callback lets callers request a callback rather than waiting on hold. The system calls them back when an agent is free — a meaningful improvement in caller experience that also reduces abandonment rates.
Priority queuing automatically elevates urgent enquiries and high-value customers without agents having to make judgment calls in real time.
SLA tracking monitors service levels continuously — queue length, wait time, abandonment rate — with alerts when thresholds are breached.
Visual call flow designer lets managers build and update IVR routing logic from a drag-and-drop interface, without IT support or configuration files. A routing change takes minutes, not a support ticket.
Giving callers the option to receive a callback rather than wait on hold reduces abandonment rates significantly and improves customer satisfaction scores — without requiring additional agents. It’s one of the most underused features in contact centre deployments.
2. Outbound Campaigns and Auto Dialler
For Irish teams running outbound programmes — lead follow-up, renewals, debt collections, appointment confirmation, satisfaction surveys — manual dialling is the biggest avoidable cost. Agents spend a significant portion of their time dialling numbers, waiting for connections, and handling voicemails. An auto dialler eliminates most of this.
Auto dialler supports both predictive and progressive dialling modes:
- Progressive dials one number per available agent — the next call starts as soon as the previous one ends, with no waiting
- Predictive dials multiple numbers simultaneously and connects agents only when a call is answered — maximising talk time for high-volume campaigns
Campaign management lets supervisors create, schedule, and monitor outbound campaigns from a single dashboard — contact list upload, call scripting, outcome coding, and real-time campaign stats all in one place.
Bulk SMS and WhatsApp support outbound calling campaigns — a follow-up message sent automatically after an unanswered call, or a pre-call notification that improves answer rates.
Agent performance tracking shows connect rates, talk time, and campaign outcomes per agent — useful for coaching, incentive management, and identifying where campaigns can be improved.
3. Omnichannel Messaging
Irish customers in 2026 communicate across multiple channels. A customer who WhatsApps a question, then calls to follow up, then sends an SMS — expects each interaction to feel like a continuation, not a fresh start.
Dromlik’s omnichannel inbox brings all messaging channels into a single agent workspace alongside calls:
- WhatsApp Business — inbound and outbound messaging, bulk broadcast campaigns
- SMS — two-way messaging from a business number
- Facebook Messenger — managed from the same inbox as all other channels
- Web chat — for teams with a chat widget on their website
Chat transfer with history means a conversation passed between agents always includes the full thread — no customer has to re-explain themselves.
One-click call escalation lets an agent move from a messaging conversation to a voice call in one action, without the customer needing to call in separately.
Private business numbers keep agent personal numbers hidden — all messaging goes through the company number.
4. Supervisor Tools and Analytics
The tools that turn a group of agents into a managed operation.
Live wallboard displays real-time metrics across the contact centre — queue depth, agent availability, average wait time, SLA compliance, calls in progress, calls abandoned. Visible to supervisors, managers, and optionally to agents themselves as a performance prompt.
Call monitoring lets supervisors listen to live calls without the agent or customer knowing. Whisper coaching lets a supervisor speak to the agent during a call — the customer doesn’t hear. Call barge lets a supervisor join a call when intervention is needed.
Supervisor queue panel gives managers a live view of every active call and message — reassign, redirect, or prioritise from a single dashboard without needing to physically walk the floor.
Performance reports cover queue and agent performance across any time period — by day, week, team, or individual agent. Reports run on demand or on a schedule, delivered automatically to management without manual exports.
CRM integration connects the contact centre to HubSpot, Salesforce, Zoho, and Zendesk — call logs, screen pops, and click-to-dial working across the full agent workflow.
The AI Layer: When Your Contact Centre Can’t Sleep
The contact centre features above handle your team’s working hours. Niamh, Dromlik’s AI receptionist, handles everything else.
After 5pm, on weekends, on bank holidays — Niamh answers inbound calls, qualifies the caller’s enquiry, routes urgent contacts to the appropriate on-call person, and captures everything else for the team the next morning. For Irish contact centres where after-hours enquiries represent real volume — particularly in sectors like financial services, healthcare, and professional services — this closes the gap without an out-of-hours staffing cost.
Niamh is available as a system-wide add-on at €100/month, including 200 minutes of AI call handling.
Irish Contact Centre Use Cases
Customer support teams — managing inbound support volume across calls and messaging channels, with skill-based routing to the right agent and SLA tracking to keep response times in check.
Sales and lead follow-up teams — outbound dialler campaigns working through lead lists, with CRM integration logging every interaction automatically and bulk WhatsApp following up on unanswered calls.
Financial services — regulated call recording, CRM integration with Salesforce or HubSpot, whisper coaching for new adviser training, and compliance-ready reporting. See the financial services page.
Recruitment agencies — high inbound volume from candidates and clients, skill-based routing to the right consultant, outbound campaigns for candidate sourcing, and Bullhorn or HubSpot integration logging every call. See the recruitment page.
Utilities and service businesses — high-volume inbound with queue management, callback requests during peak hours, and outbound renewal campaigns.
Pricing
| Orbit (Contact Centre) | |
|---|---|
| Monthly billing | €27/agent/month |
| Annual billing | €22/agent/month |
| AI Receptionist (Niamh) | +€100/month system-wide |
| Call recording upgrade | +€40/month system-wide (500 → 10,000 mins) |
| AI transcription upgrade | +€20/month system-wide |
| Extra AI minutes | +€80 per 200-minute block |
| Irish local numbers | €5/month per number |
| Number porting | Free |
| Free trial | 7 days |
See the full pricing breakdown.
See the contact centre in action for your team
A 30-minute demo tailored to your setup — queues, wallboard, omnichannel inbox, outbound dialler. The Dromlik team will answer every question before you commit to anything.
