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 →
Products
Cloud Contact Centre
Coordinate inbound calls across teams with configured routing, queues and reporting. Deployment requirements and available call-handling features depend on your telephony environment and agreed setup.
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.
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.
Give your team a clear way to handle calls
Confirm the specific routing, reporting and telephony functions required for your deployment.
Queues and routing
Route calls through configured queues, IVR choices, time rules or team destinations to help callers reach the appropriate group.
Remote team handling
Support team call handling across locations where the required connectivity, endpoints and agent access are configured.
Team reporting
Review available call activity and team measures through the configured reporting tools; report fields and update timing depend on the service.
Missed-call visibility
Use call outcomes or configured notifications to identify calls that need review or follow-up.
Illustrative workflow: people first, with optional AI overflow
A caller enters a configured queue and is routed to an available team member. If the team cannot take the call, an agreed overflow route may direct it to a configured AI Voice Agent or another destination. Where the required products and connections are available, the call context or outcome can inform a later follow-up workflow. The exact hand-off requires scoping and should be tested before use.
Learn about AI Voice Agents, Caller Insights and ACE lead follow-up.
Plan the deployment
Confirm the call environment and requirements
A cloud service still has deployment requirements. Before implementation, agree how calls enter the service, which telephony or SIP connections are needed, what endpoints agents use, and how queues and fallback routes behave.
- Map existing numbers, queues and call destinations
- Confirm endpoint, network and connectivity requirements
- Agree agent access, reporting and escalation responsibilities
- Test call flows and fallback routes before relying on them
