Turn every customer call into a smarter conversation.
Connect customers through WhatsApp Calling and SIP/PSTN voice. Route calls with IVR, let VAYA AI Voice handle conversations 24/7, and transfer seamlessly to your Live Agents when needed.
Follow the conversation“Of course. Let’s find a time that works for you.”
One Voice Module.
Every call journey.
Six call journeys, inbound and outbound. From a first hello to a question resolved, IVR, VAYA and your team work as one continuous conversation.
Select a journey to explore its call path.
Direct department selection, extensions, support, reservations and sales queues. No AI required.
VAYA answers FAQs, order status and account questions, runs basic qualification and completes self-service tasks.
Complex requests, complaints, high-value sales, or moments that need empathy or approval move to a Live Agent with the context of the conversation.
Agent-led callbacks, sales outreach, service recovery and account follow-up, placed straight from the engagement workspace.
VAYA calls for confirmations, qualification, reminders, data collection and appointment booking.
VAYA opens and qualifies. A Live Agent joins when the customer asks, or when a rule is triggered.
WhatsApp Calling or SIP/PSTN. One connected platform.
Press 1 for Sales.
Connected in a second.
Not every call needs AI. Direct IVR routing sends callers straight to the right department or a named extension. It runs on the Voice Module and your voice seats alone, so it doesn’t consume any AI Voice Agent usage.
- Menu prompts & keypad selection
- Direct extension dialling
- Department & queue routing
- Business-hours & holiday logic
- Overflow & fallback destinations
- Callback tasks when you’re closed
Tap the keypad to simulate call routing.
“Press 1 for Sales, 2 for Support, 3 for Reservations, or enter an extension.”
Your AI Voice Agent,
available 24/7.
VAYA welcomes callers, understands their intent, answers approved knowledge-base questions and routes complex cases to your team.
Natural conversations.
In more than one language.
Multilingual voice conversations that identify customers, understand intent and collect the details that matter.
More than an answer.
A next step.
- Lead qualification and follow-up
- Appointment booking and confirmation
- Order, delivery and account-status inquiries
- CRM, booking, ticketing and business integrations
Hand over the call.
Keep the context.
Call transcription, summaries and AI-to-human transfer give your team the conversation so far.
Built for sales, service
and operations.
Pick an industry, then flip between inbound and outbound to see how each call starts, where AI resolves it, and when a human steps in.
Select an industry to explore its call flows.
Verified conversations, one bridge from a human.
Secure voice for fraud alerts, OTPs and account service, with a specialist always one bridge away.
- 01Customer calls
Via WhatsApp Calling, SIP/PSTN or a bank-owned number.
- 02IVR greets & verifies
Menu offers balance, card block, fraud report or branch locator; the Voice AI Agent authenticates by OTP.
- AI resolvesResolved by voice
Reads back the balance, or confirms and freezes a flagged transaction by voice.
Bridge to humanHuman handoverHigh-value disputes or manual reviews escalate via SIP with the verification trail attached.
- 01Trigger event
A suspicious transaction, a payment due, or a KYC re-verification window opens.
- 02AI places the call
A fraud-alert or reminder call, or a permission-based WhatsApp Calling callback.
- Customer confirmsResolved
“Yes, it was me” closes the alert automatically; a reminder call logs a promise-to-pay.
Escalates liveHuman handoverThe customer disputes the charge or needs detail, and is bridged immediately with full context.
A customer receives an outbound fraud-alert call, confirms the charge wasn’t theirs by voice, and the AI immediately freezes the card and bridges live to the fraud team. No hold time, no repeating the story.
More voice use cases Banking & Financial Services
- IVR
Self-service balance, last-transaction read-back and nearest-branch lookup without agent involvement.
- Voice AI Agent
Card-block requests confirmed and executed by voice in under a minute.
- WhatsApp Calling
Permission-based callback offering a payment plan before an account goes delinquent.
- SIP Bridge
Vulnerable-customer or large-value disputes routed straight to a trained agent.
From first inquiry to every service after.
Voice tied into the same sales and service journey your customers already have on WhatsApp.
- 01Customer calls the dealership
IVR offers Sales, Service or Parts.
- 02Voice AI Agent answers
Model, trim and pricing questions, or a live service-status lookup by plate or phone number.
- AI resolvesAnswered on the spot
Availability and pricing answered, or the service stage read back: received · in service · ready.
Bridge to advisorHuman handoverPrice negotiation or a trade-in discussion transfers to a sales advisor with context.
- 01Trigger event
Scheduled maintenance is due, or a recall notice is issued.
- 02AI places the call
The Voice AI Agent offers to book the slot; WhatsApp Calling reaches owners who miss the call.
- Customer booksResolved
Slot confirmed by voice in under a minute, with a WhatsApp confirmation sent automatically.
Escalates liveHuman handoverThe customer wants to discuss trade-in value or a complex repair, and is bridged to an advisor.
A service-due reminder call lets the customer book a slot by voice in under a minute, with a WhatsApp confirmation and reminder sent automatically.
More voice use cases Automotive & Mobility
- IVR
Department routing across Sales, Service and Parts, with named-extension dialling.
- Voice AI Agent
24/7 answers on model specs, live inventory and financing basics.
- WhatsApp Calling
Callback offer sent automatically after a missed inbound call.
- SIP Bridge
Fleet and enterprise inquiries routed straight to a dedicated account manager.
Orders, deliveries and returns, handled by voice.
Every call carries the same order context as your WhatsApp commerce conversations.
- 01Customer calls
“Where’s my order?” or a return or exchange request.
- 02Voice AI Agent looks it up
Order status pulled by phone number; the return policy explained and the request initiated.
- AI resolvesSelf-service complete
Tracking read back, or the return confirmed as filed.
Bridge to supportHuman handoverA dispute, refund or high-value order concern transfers with the full order history.
- 01Trigger event
A cart is abandoned for 24 hours, or a cash-on-delivery order is placed.
- 02AI places the call
The Voice AI Agent offers checkout help, or confirms the order and delivery address.
- Customer confirmsResolved
Address and order confirmed by voice before the courier is dispatched.
Escalates liveHuman handoverThe customer wants to change the order or raises a delivery concern.
A COD verification call confirms the order and address by voice, cutting failed deliveries before the courier is even dispatched.
More voice use cases Retail & E-commerce
- IVR
Store hours and nearest-location lookup without agent time.
- Voice AI Agent
Sizing, availability and delivery-policy questions answered instantly.
- Voice AI · Outbound
Abandoned-cart recovery calls offering a discount code.
- SIP Bridge
Failed-delivery or payment-issue calls routed straight to a support agent.
Great stays start before arrival.
Voice handles bookings, requests and check-in details without a single front-desk call.
- 01Guest calls
An availability, room or restaurant question, or an in-house request.
- 02IVR or Voice AI Agent responds
Checks live availability, or routes in-house calls to housekeeping and room service.
- AI resolvesAnswered 24/7
Routine questions on amenities, hours and policies answered around the clock.
Bridge to front deskHuman handoverA VIP request, complaint or accessibility need transfers with the full guest history.
- 01Trigger event
A booking is confirmed, or the arrival date approaches.
- 02AI places the call
Voice or WhatsApp Calling confirms the check-in time and shares directions.
- Guest confirmsResolved
A pre-arrival upsell, like early check-in or a transfer, accepted by voice and booked instantly.
Escalates liveHuman handoverThe guest has a dietary or accessibility request, and is bridged to the concierge.
A pre-arrival call confirms the check-in time and offers early check-in. The guest accepts by voice, and it’s booked instantly without a front-desk call.
More voice use cases Hospitality & Travel
- IVR
Direct routing to reservations, concierge or room service.
- Voice AI Agent
Multilingual 24/7 answers for international guests.
- Voice AI · Outbound
Post-stay feedback and loyalty-offer calls.
- SIP Bridge
Group bookings and event requests routed to the events team.
Fewer missed appointments. Less front-desk load.
Scheduling runs on voice, and clinical questions are always bridged to a human.
- 01Patient calls
To book, reschedule, or ask about hours, location or insurance.
- 02The schedule is checked
IVR or the Voice AI Agent books directly against live department availability.
- AI resolvesBooked or answered
A booking confirmed, or a routine non-clinical question answered 24/7.
Bridge to clinical staffHuman handoverAny symptom or clinical question routes immediately to a nurse line. No AI triage of medical content.
- 01Trigger event
An appointment is tomorrow, or an approved non-clinical update is ready.
- 02AI places the call
A reminder call, or a WhatsApp Calling callback for non-clinical updates only.
- Patient confirmsResolved
Confirms, cancels or reschedules with a spoken word. No menu, no hold.
Escalates liveHuman handoverThe patient raises a health question mid-call, and is bridged to clinical staff immediately.
A reminder call lets a patient reschedule with two spoken words, “next Tuesday”, instead of navigating a menu or waiting on hold.
More voice use cases Healthcare & Wellness
- IVR
Department routing by specialty, with wait-time announcements.
- Voice AI Agent
Insurance, hours and location questions answered 24/7.
- Voice AI · Outbound
Reminder calls with confirm, cancel or reschedule by voice.
- SIP Bridge
Every clinical or symptom-related question bridged instantly. By design, never AI-answered.
The agent who replies first gets the viewing.
Voice qualifies buyers and books viewings before a lead goes cold.
- 01Buyer calls about a listing
Or requests a callback from a specific project’s team.
- 02Voice AI Agent qualifies
Captures budget, location and intent; IVR routes by project, branch or language.
- AI resolvesQuestions answered
Price, location and availability questions answered directly.
Bridge to sales agentHuman handoverA ready-to-view buyer transfers with budget, must-haves and timeline already captured.
- 01Trigger event
A new listing matches a saved buyer profile, or a lead has gone cold.
- 02AI places the call
A listing-alert call, or a WhatsApp Calling callback on a website inquiry.
- Buyer engagesResolved
A viewing slot booked on the call, with confirmation sent automatically.
Escalates liveHuman handoverThe buyer wants to negotiate or discuss financing, and is bridged to the sales agent.
A first-inquiry call qualifies budget and location in under two minutes and books a viewing, well inside the “first to respond wins” window competitors miss.
More voice use cases Real Estate
- IVR
Routing by project, branch or preferred language.
- Voice AI Agent
Instant response to listing inquiries from any channel.
- Voice AI · Outbound
Viewing reminders that cut no-show rates.
- SIP Bridge
Financing or negotiation questions routed straight to the assigned advisor.
One connected line from prospect to graduate.
Admissions and student support handled without the hold music.
- 01Prospect or student calls
About a program, or a registration or finance question.
- 02Voice AI Agent or IVR responds
Answers tuition and deadline questions; routes current-student calls to the right department.
- AI resolvesAnswered 24/7
Program, tuition and deadline questions answered around the clock.
Bridge to admissionsHuman handoverA complex eligibility or scholarship question transfers with the full inquiry history.
- 01Trigger event
An application deadline approaches, or an event RSVP is needed.
- 02AI places the call
A reminder call, or a WhatsApp Calling RSVP confirmation.
- Prospect re-engagesResolved
Attendance confirmed, or an incomplete application resumed by voice.
Escalates liveHuman handoverThe prospect has an eligibility question, and is bridged to an admissions counselor.
A deadline-reminder call catches an incomplete application three days before the cutoff and re-engages the prospect by voice, instead of losing them to an unread email.
More voice use cases Education
- IVR
Current-student calls routed to the registrar, finance or student affairs.
- Voice AI Agent
24/7 answers on programs, tuition and scholarships.
- Voice AI · Outbound
Enrollment and registration reminder calls.
- SIP Bridge
Scholarship or eligibility questions routed to an admissions counselor.
The right calling channel.
For every customer.
WhatsApp
Business Calling
Meet customers on a familiar messaging channel, with inbound calls and permission-based business callbacks.
A conversation, just a call away.SIP/PSTN
Voice
Bring business numbers, traditional telephony, IVR, extensions, departments and queues into your calling operations.
Your telephony, working together.How the Voice Module
works.
DLVRD identifies the channel, number, customer and routing context of every call, then applies your business rules. From there, a call can go to IVR, VAYA, a Live Agent, or any combination of the three.
Select a layer to see how it works and what you configure.
Entry channel
Calls arrive through the WhatsApp Business Calling API, a SIP trunk, a DID or virtual number, or your existing PBX.
- Approved numbers
- Routing destination
- Caller identity
- Consent & permission controls
The anatomy
of a single call.
Five moments, logged from the first ring to the last automation. Summaries can be generated with your configured LLM, even for calls that never touched AI.
Keyword · Sentiment · Customer request · Confidence threshold · Policy · Business rule
- CALL_STARTS
DLVRD receives an inbound call, or starts an eligible outbound call.
→ Channel, number, direction and customer identified - ROUTING_DECISION
Rules evaluate business hours, language, caller data, purpose and department.
→ IVR, AI, agent, queue, callback or fallback path selected - INTERACTION
IVR collects a selection, VAYA manages the spoken conversation, or an agent answers.
→ Information provided, captured or actioned - ESCALATION
A configured trigger transfers the call to a human queue or agent.
→ Agent receives context plus the AI summary and transcript - CLOSE_AND_AUTOMATE
DLVRD stores the call disposition and runs the relevant workflows.
→ CRM update, booking, follow-up, survey or callback task
A launch plan,
not a leap.
Every Voice rollout starts with the same seven questions. We work through them with your team, so the first live call behaves exactly as designed.
Channels & numbers
WhatsApp Business Calling eligibility, SIP/PBX details, DIDs, destination countries and caller-ID requirements.
Scale
Expected inbound and outbound volume, peak concurrent calls, service hours, languages and departments.
Call design
IVR tree, extensions, queue rules, handover triggers, callback rules, and holiday or out-of-hours logic.
AI scope
Use cases, persona, supported languages, knowledge sources, prohibited topics, fallback answers and escalation rules.
Integrations
CRM, ticketing, booking, order, payment, authentication and customer-data lookup APIs.
Compliance
Consent, call-recording policy, transcript and summary retention, privacy masking and local calling regulations.
Success metrics
Containment, transfer rate, answer rate, qualification rate, booking conversion, AHT, CSAT and cost per resolved call.
Ready to map out your call design?
Book a discovery callGuardrails, built in from day one.
- Outbound WhatsApp calls require the customer’s prior permission and an approved operational design.
- SIP/PSTN outbound traffic uses approved caller IDs and follows local consent, marketing and telecom rules.
- Recordings, transcript retention and summaries follow your privacy and legal policy.
- AI answers and integrations are QA-tested and signed off by your business before going live.
Rate cards are versioned by provider, country, call direction, model and effective date, so every call is priced against the rules in force when it happened.
Every call becomes
data you can act on.
Calls turn into structured records, follow-up tasks and measurable service outcomes. Four views answer four questions.
Call performance
How are calls flowing?
- Inbound & outbound calls
- Connected minutes
- Answer rate
- Missed calls
- Callback completion
- Queue time
AI performance
How much is VAYA handling?
- AI-contained calls
- Handover rate
- Intent distribution
- Fallback rate
- Quality review
- Token & speech usage
Business outcome
What did the calls achieve?
- Qualified leads
- Appointments booked
- Orders confirmed
- Resolution rate
- Sales conversion
- CSAT & NPS
Financial control
What does each call cost?
- Seat licenses
- Call & AI minutes
- LLM tokens
- Speech-to-text & text-to-speech
- Meta & telecom fees
- Cost per resolved call
Seats every month.
Usage as it happens.
Voice seats are a monthly add-on, charged on top of your Live Agent subscription. Traffic, AI usage, Meta and carrier charges are billed separately, so the cost follows the calls you actually make.
- Voice seat package
- Monthly add-on
- Extra voice-enabled agent seats
- Per seat, monthly
- Voice traffic
- Per minute
- VAYA AI Voice usage
- Per use
- WhatsApp calling (Meta) charges
- Pass-through
- Telecom & SIP minutes
- By destination
- Integrations & custom work
- Quoted
Flexible inbound, outbound and hybrid minute bundles available.
Ready to make
every call count?
Connect IVR, WhatsApp Calling, SIP/PSTN, VAYA AI and Live Agents in one customer engagement platform.