Enterprise Call Center.
Zero Per-Agent Fees.
Advanced ACD queuing, AI transcription, Grafana analytics, CRM integration, SMS, call recording, and supervisor tools — all included in Interlink. Managed end-to-end by Interlink's expert team.
One Call Center.
Every Agent. Everywhere.
Your agents can be spread across offices from coast to coast or working from home — Interlink consolidates every seat onto a single platform so supervisors see everything, manage everything, and coach anyone in real time.
LIVE AGENT ROSTER
18 ONLINEMaria C.
LA Office
James T.
Home Office
Priya S.
Phoenix Branch
Devon K.
Remote — Austin
Rachel M.
Denver Office
Chris W.
Home Office
Interlink Call Center Platform
All locations · All remote users · One supervisor view
Everything supervisors need — in one dashboard.
Whether agents are sitting in cubicles or home offices across the country, supervisors have complete visibility and control — in real time, from any device.
Real-Time Agent Monitoring
See every agent's status, call duration, and queue position live — whether they're in LA, Denver, or working from home.
Live Wallboard & Analytics
A live wallboard tracks queue depth, SLA adherence, and agent performance across all locations simultaneously.
Whisper Coaching
Coach any agent mid-call without the customer hearing — regardless of where that agent is sitting.
Silent Listen & Barge-In
Silently monitor any active call or barge in to take over — available for every agent on every location from a single click.
Sentiment Alerts
AI flags calls where customer frustration spikes so supervisors can intervene before a call goes sideways.
Real-Time Reporting
Every location, every agent
Queue Management
Skills-based ACD routing
Call Recording
Stored & searchable
AI Call Summaries
Auto-generated after every call
Built for High-Volume Call Centers
Every enterprise feature you'd pay extra for elsewhere is standard in Interlink. Click any capability to see how it works.
Advanced ACD & Queue Management
Skills-based routing, callbacks, and SLA enforcement — all included.
Interlink's Automatic Call Distribution (ACD) engine is enterprise-grade from the ground up. Unlike traditional call center platforms that charge per-agent licensing for queue features, every Interlink deployment includes the full ACD stack — skills-based routing, priority queuing, queue callbacks, round-robin distribution, and real-time SLA monitoring. Callers never feel lost, agents always get the right calls, and supervisors have complete visibility into queue health.
Incoming calls are evaluated against configurable routing rules: caller ID, time of day, DNIS, IVR selection, agent skills tags, or any combination. Calls entering a queue hear customized announcements including estimated wait time and queue position. If wait exceeds a threshold, Interlink offers the caller a scheduled callback — preserving their place in queue without requiring them to stay on hold. Overflow rules automatically redirect excess volume to backup queues, voicemail, or hunt groups when agent capacity is reached.
Key Capabilities
- Skills-based routing: assign agents to queues by expertise, language, or product line
- Priority queuing: VIP callers, escalations, and SLA-tagged calls jump the queue
- Queue callback: callers opt for a callback rather than waiting on hold
- Configurable overflow rules, time conditions, and after-hours routing
- Real-time SLA threshold alerting — know when queues exceed targets the moment it happens
- Round-robin, least-used, hunt-by-threes, and fixed-order distribution strategies
Dashboards That Go Deeper Than Built-In Reporting
Interlink connects Grafana directly to your Interlink Call Detail Records, building custom dashboards that show you exactly what's happening in your call center — in real time and historically. Share dashboards with leadership without requiring a Interlink license.
- Custom dashboards built on your exact KPIs and business metrics
- Time-series call volume charts with hourly, daily, and weekly granularity
- Agent performance leaderboards updated in real time
- SLA heatmaps showing when and where service levels break
- Automated alerts via email, Slack, or PagerDuty on threshold breaches
- Multi-source: correlate call data with CRM, helpdesk, and sales data
AI Built Into Every Call
Interlink integrates AI at the call level — not as an add-on tier. Every conversation is automatically processed to eliminate manual after-call work and surface actionable intelligence.
Live Transcription
Full verbatim transcript generated during the call and finalized on disconnect.
AI Call Summaries
Automatic summary of each call's purpose, outcome, and action items — no manual notes.
Sentiment Analysis
Real-time detection of caller frustration or dissatisfaction for proactive supervisor response.
AI Receptionist
Speech-recognition powered IVR that understands natural language — not just button presses.
Keyword Detection
Flag calls containing specific words or phrases for compliance review or lead scoring.
Conversation Intelligence
Trend analysis across call volumes to identify recurring issues, top objections, and coaching opportunities.
Integrates with Your CRM
Click-to-call, automatic call logging, and real-time caller pop across all major platforms.
Interlink vs. Traditional Call Center Platforms
Legacy call center software was built before AI, before unified messaging, and before businesses expected more from their phone system.
| Capability | Interlink | Legacy / Per-Seat Platforms |
|---|---|---|
| AI Transcription & Summaries | Available with AI subscription plan | Paid add-on or unavailable |
| Grafana Analytics Dashboards | Included (Interlink-built) | Not available |
| Advanced ACD Queuing | Included — all strategies | Included, higher tier required |
| Supervisor Listen / Whisper / Barge | Included | Included, supervisor license needed |
| CRM Integration | 12+ integrations, included | Limited, often per-integration fee |
| SMS / WhatsApp Business | Included | Paid add-on |
| Call Recording | Included, unlimited seats | Per-seat or per-minute fee |
| Per-Agent Licensing | Included with base plan | $50–$150 per agent per month |
| On-Premises or Cloud Deployment | Both options available | Cloud only |
| White-Glove Managed Service | Included with Interlink | Self-managed or costly PS fees |
Ready to modernize your call center?
Interlink designs, deploys, and manages your complete Interlink call center environment. Most customers are live in under two weeks.