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ItalyCustom solutions
Our flexible IVR (Interactive Voice Response) platform allows us to build powerful, custom solutions.
Below are a few examples of functionalities we’ve developed to simplify our clients’ operations.
- Custom-built solutions by our in-house team
- Designed to match your exact workflows
- Handle routing, notifications, recordings
Confirmed call forwarding
Never miss a call. Instantly route incoming calls to the next available agent - even across teams.
Requirement
Our client operates a critical support line staffed by a team of agents. If the assigned agent is unavailable when a call comes in, the call must be seamlessly routed to the next person in the queue to ensure it’s always answered.
Solution
We developed an application that manages their incoming calls intelligently. When a call arrives, the system contacts the next available agent and plays an automated prompt: “This is a call for the support line. Are you available to take this call? Press 1 for yes, 2 for no.”
- If the agent presses 1, the call is immediately connected.
- If the agent presses 2, the system automatically offers the call to the next agent in the team.
Selective call recording & AI transcription
Record only what matters. Transcribe selected calls with full control over compliance and keyword search.
Requirement
The client uses an IVR (Interactive Voice Response) menu to direct callers to various departments. For quality assurance and training, all calls directed to the Support department (option 1) must be recorded and archived. However, to protect privacy, calls to any other department should not be recorded.
Solution
Our application is configured to automatically record any call where the caller selects option 1 for Support. The audio file of the conversation is then immediately emailed to a designated address for managerial review.
As a further enhancement, we integrated this system with the ChatGPT API. This new feature automatically transcribes the recorded calls, converting the audio into text. Now, instead of listening to entire conversations, managers can read the transcripts and quickly scan them for keywords, significantly speeding up the review process.
Automated outbound notifications
Trigger callouts from your internal systems - from service alerts to reminders, no manual work needed.
Requirement
A client in the automotive service industry, who performs tire changes, needs to automate their customer notification process. Currently, they manually call each customer when their vehicle is ready for pickup. The goal is to trigger this notification automatically the moment a mechanic marks the job as “ready” in their management system.
Solution
We provide a simple and powerful API (Application Programming Interface) that connects the client’s internal system to our IVR platform.
When their system sends an API request containing a phone number and a message, our platform automatically places a call to that number and plays the specified audio. This creates a fully automated, instant notification system, saving the client time and improving customer service.
Learn more about other features
Find more information about our features that can boost your business communications.
DenyList routing
Block unwanted callers automatically by adding numbers to your denylist. Keep your lines open for the calls that matter most.
Change final destinations
Forward calls to any phone: mobile, landline or VOIP. Change destinations anytime, as often as you like.
Whisper tone
Many businesses use multiple phone numbers. A whisper tone tells you which number was called before you answer, so you’re immediately prepared.
Custom solutions FAQ
Get clear answers about Feature and how they work for your business.
These are voice features - like routing, recordings, or alerts - tailored exactly to your business logic and internal workflows.
Our in-house development team handles everything. No templates, no outsourcing - just clean, direct collaboration.
It depends on complexity. Simple setups can be live in 1–2 days. More advanced features take a bit longer.
Call routing across departments, selective recordings, CRM-integrated reminders, voice-triggered workflows - all based on client needs.
