Inbound call answering
A configured AI Voice Agent can answer selected inbound calls, including agreed overflow or after-hours routes where the service is available.
Features
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Answer enquiries, automate follow-up, understand conversations and connect your systems with AVANSER's AI, automation and call intelligence solutions.
AI voice and customer engagement
Outbound customer outreach
Outbound calling can be explored as a scoped workflow after confirming the supported use case.
Website voice
Website voice may be configured for visitors where the required service and experience are available.
Multilingual conversations
AI Voice Agents can converse in multiple languages, with supported languages and setup confirmed for your use case.
Enquiry capture and qualification
A configured conversation can collect agreed enquiry details and apply the qualification rules in scope.
Appointment booking
With a supported calendar connection configured, the agent can book appointments during the conversation.
Intelligent routing and live transfer
Configured routing or live transfer can connect callers with a team when supported by the call flow.
After-hours and overflow handling
A configured overflow or after-hours route can direct selected calls to an available team or AI Voice Agent.
Call summaries and team handover
A summary or handover note may be provided when enabled; delivery to another system depends on the configured connection.
ACE and lead automation
Web-form, call and lead-source capture
Bring web-form, call and connected campaign leads into ACE so enquiries can be managed in a shared pipeline.
Lead distribution
Distribute enquiries to the right team or sales agent using your lead-handling rules.
Pipeline workflows
Move leads through a shared pipeline with workflow steps based on their status.
Automated follow-up channels
ACE can trigger supported SMS, email or WhatsApp follow-up from pipeline activity, with channel availability confirmed for your workflow.
Missed-enquiry recovery
Identify missed calls and prompt timely follow-up before the enquiry goes cold.
Lead revival
Reconnect with older or inactive leads to find out whether their needs have changed and if they are interested again.
Customer reminders
Automated renewal and review reminders help teams keep in touch with existing customers at the right time.
CRM synchronisation
Connect ACE with supported CRM systems so lead details and status can be kept in sync.
Pipeline and response reporting
Review lead status and response performance to spot slow follow-up and gaps in the pipeline.
Call tracking and attribution
Online and offline call tracking
Track calls generated by online and offline advertising to understand which activities prompt customers to call.
Dynamic number insertion
Show website visitors a tracking number based on the marketing source that brought them to the site.
Source, medium and campaign attribution
Connect calls with their recorded source, medium and campaign to compare marketing performance.
Keyword attribution
Where keyword-level tracking is available and configured, connect eligible search keywords to calls.
Landing and conversion page context
Include landing-page and conversion-page context in reports when the relevant web tracking is configured.
First-time and repeat callers
Compare new and repeat callers to understand whether campaigns attract first-time prospects or returning customers.
Advertising and analytics connections
Send call conversion information to supported advertising and analytics platforms to connect phone outcomes with campaigns.
Multi-location reporting
Compare call volume, handling and outcomes across locations from a unified view.
Conversation and customer intelligence
Call recording
Review recordings where recording is enabled for the relevant service, number and call flow.
Call transcription
Where transcription is enabled and supported for the call and language, teams can review a text version of the conversation.
Call summaries and outcomes
Where enabled, an AI Voice Agent summary can help a team review key details after a conversation.
Sentiment, topic and intent analysis
Available analysis may indicate sentiment, topics or intent for a team to review; outputs are not certain conclusions about a caller.
Configurable call evaluations
Use configurable evaluation criteria and scorecards to review call handling and identify coaching opportunities.
Alerts and review workflows
Configured alerts can direct selected calls for human follow-up or review.
Connected interaction context
The Customer Intelligence Platform may bring selected AVANSER and connected-system information into a wider view, subject to availability and agreed scope.
Personal-information redaction
Ask whether redaction is available for the relevant recording or transcription workflow and confirm exactly what information it covers before relying on it.
Cloud contact centre and communications
Virtual phone numbers
Use mobile, local, national and toll-free numbers to support different campaigns, teams and locations.
IVR and time- or location-based routing
Guide callers through menu choices and route calls by time, location or configured rules.
Call queues
Configured queues can hold or route incoming calls according to team availability and the call flow.
Missed-call alerts
Email or SMS alerts notify teams when calls are missed so follow-up can start quickly.
Call whisper
Where enabled, a brief prompt can provide caller or campaign context before staff answer.
Click-to-connect calling
A website click can trigger a phone call with your team; this is distinct from browser-based AI voice.
Remote team call handling
Web-based call handling lets distributed teams receive calls away from the office.
SIP connectivity
Connect phone service over an internet-based SIP setup that fits your telephony environment.
Live team reporting
Review call-handling activity through the operational reporting available for the configured service.
Advanced APIs and integrations
Call-data access
Use the Web API to retrieve and filter call information for your own reporting or systems.
Call requests and SMS actions
Use supported User API actions to request calls or send SMS messages from connected workflows.
Number provisioning and configuration
Use the Telco API to request numbers, configure their properties and set up callbacks or notifications.
HTTP callbacks and webhooks
Receive call-event notifications in your systems so downstream workflows can respond to activity.
CRM, analytics and advertising integrations
Connect call data with supported CRM, analytics and advertising tools to bring outcomes into existing workflows.
Custom workflow connections
Scope a connection between AVANSER data and your business workflows when a standard integration does not fit.
AI-agent actions and richer event access
Agent-connected actions or event data beyond documented APIs require a scoped review before implementation.
Custom AI tools and implementation
Scoped AI assistants
Design a custom assistant around a defined business task, users and success criteria.
Knowledge and internal lookup tools
Scope tools that let an AI assistant find approved information in your business knowledge or internal systems.
Agent-connected business actions
Connect an AI agent to selected business actions after the required systems and permissions are assessed.
Workflow automation
Automate a defined sequence of business steps using AI agents and connected systems.
Custom reporting and dashboards
Custom reporting views can be scoped where the available data and systems support them.
Custom integrations
Build a tailored connection when your required system or workflow is not covered by a standard integration.
Requirements, testing and deployment
Take a scoped solution from requirements discovery through testing and deployment into production.
Consulting, managed services and partner solutions
Opportunity assessment and solution design
Assess workflows, rank AI opportunities and design a practical solution before implementation.
Proof of value
Test a tightly scoped use case against agreed success criteria before deciding whether to expand.
Implementation, training and handover
Plan implementation, test the solution and hand over the agreed workflows to your team.
Monitoring and managed support
Ongoing monitoring and managed services help keep deployed AI agents and automations under review.
Prompt and workflow optimisation
Review and tune prompts, workflows and routing as your needs and systems change.
Performance reviews
Review performance against agreed measures and identify where a managed solution can improve.
White-labelling and partner provisioning
Partner arrangements can include branded experiences and client provisioning when included in the agreed scope.
Plain-English product guide
How the products fit together
Each offering has a distinct job. These connected solutions can support different parts of the customer journey.
Conversation and action layer
AI Voice Agents
Handles configured phone or website voice conversations, uses approved actions and can hand off to your team where the required service and setup are available.
Explore AI Voice Agents →Marketing attribution layer
Call Tracking
Connects eligible tracked calls with available marketing source information and call outcomes.
Explore Call Tracking →Call analysis
Caller Insights
Provides available call-analysis outputs such as transcripts, summaries and configured evaluations for team review.
Explore Caller Insights →Lead management and follow-up
ACE — Automated Customer Engagement
Supports configured lead capture, qualification, distribution, follow-up and revival workflows.
Explore ACE — Automated Customer Engagement →Team call handling
Cloud Contact Centre
Helps teams manage inbound and outbound calls through a cloud-based phone system.
Explore Cloud Contact Centre →Broader connected interaction and decision support
Customer Intelligence Platform
Brings customer interactions across channels into a wider view for reporting and decisions. It is broader than ACE lead follow-up or Caller Insights call analysis, and can connect with other products depending on the selected setup.
Explore Customer Intelligence Platform →How products can connect
These products have distinct roles and can be configured to work together. Connections and integration requirements depend on the selected products and configuration; ask AVANSER to confirm the integrations your setup requires.
Buying options
Availability for separate purchase or bundles varies; contact AVANSER to confirm options.
Illustrative enquiry workflow
This example shows a possible setup; it does not mean every handoff is automatic or included.
- Marketing source: A prospect responds to a campaign and calls. Call Tracking can associate the call with available source data when tracking is configured.
- Conversation: A configured AI Voice Agent can answer selected calls, handle agreed requests and use supported actions such as routing or booking when the required connection is available.
- Follow-up: With the required connection configured, enquiry details can be sent to ACE for qualification, distribution and follow-up.
- Reporting: Caller Insights can provide available call-analysis outputs for review. Customer Intelligence Platform may connect broader interaction and outcome data, subject to integration and agreed scope.
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