Inbound
Tier-one containment
Status checks, address changes, appointment moves and simple billing questions resolved end to end, with the record updated before the caller hangs up.
Systems the agent works in: CRM · Billing · Order systems
Your floor and your AI agents, on one scorecard
Most contact centers grade a small sample of calls by hand and run AI as a separate project bolted onto the IVR. VoiceRun puts both on one record: agents that contain routine calls inside the routing you already run, warm transfers that keep the whole conversation on one record, and every call, human or AI, scored against your scorecard minutes after hang-up.
Built for VPs of customer care, contact center operations, workforce management and QA leaders at enterprise contact centers.
Customer care · billing queue
Mon 9:12 AM71%
average first-call resolution across contact centers, falling to 47% for complaints
SQM Group, FCR benchmarking, 202147%
of supervisors’ coaching time goes to preparing, and 23% to actually coaching
SQM Group, quality monitoring research, 202320%
of service leaders have cut headcount because of AI, while more than 80% expect to
Gartner, service leader survey, 2025The calls
Where voice AI earns its place on the floor
Some calls an agent should take end to end. Some belong to your people, with the AI making the handoff clean. All of them should be measured.
Inbound
Intent capture and routing
Replaces the menu tree with a question. The agent learns why they’re calling, verifies who they are, and routes to the right skill with the reason attached.
Systems the agent works in: CCaaS routing · CRM
Inbound
Warm transfer with context
When a person is needed, the agent can pass what it learned with the transfer (who the caller is, why they called, what was done), so nobody asks for the account number twice.
Systems the agent works in: CCaaS · Agent desktop
Inbound + outbound
QA on every call
Every human and AI call graded against your scorecard with quoted evidence, in place of the handful an analyst can get to each month.
Systems the agent works in: Recordings · Scorecard
Inbound + outbound
Coaching from real calls
Each scored call ends with a coaching recommendation, and supervisors see the pattern across a team instead of arguing about one call.
Systems the agent works in: Scorecard · Coaching
Inbound + outbound
Compliance monitoring
Required disclosures, identity checks and prohibited statements checked on every call, with alerts to the right supervisor at the right severity.
Systems the agent works in: Recordings · Alerts
Inbound + outbound
Overflow and scheduled callbacks
When the queue spikes, the agent takes the routine calls itself and books callbacks for the rest at a time the customer chose.
Systems the agent works in: CCaaS queues · Calendar
Outbound
Proactive outbound
Appointment reminders, outage notices and payment-due calls placed at volume, with every answer written back to the CRM.
Systems the agent works in: CRM · Dialer lists
Inbound
Nights, weekends and holidays
The same policies and the same quality after hours, instead of a voicemail box that turns into Monday morning’s backlog.
Systems the agent works in: CRM · Ticketing
Why it's hard
What makes contact center AI hard
The model is rarely the problem. The hard parts are the routing you already have, the people already on the floor, and proving quality to everyone who signs off.
The reality
Menu trees, skills and routing rules accumulated one exception at a time, and nobody wants to rebuild them for an AI project.
How VoiceRun handles it
The agent works in front of your existing routing. It asks why the customer is calling, verifies them, and hands the call to the queues and skills you already run, so routing changes one intent at a time.
Works with your routing
Menu trees, skills and routing rules accumulated one exception at a time, and nobody wants to rebuild them for an AI project.
The agent works in front of your existing routing. It asks why the customer is calling, verifies them, and hands the call to the queues and skills you already run, so routing changes one intent at a time.
Works with your routing
Tested before launch
Your hardest calls, replayed before every release
Contact center edge cases are policy edge cases. Each one becomes a scripted caller, and a release that mishandles any of them doesn’t ship.
Simulated callers place real voice calls to the agent, evaluators grade every conversation against what should have happened, and a release that regresses never reaches your callers.
~/contact-centers-agentIllustrative
$ vr simulate staging --name care-regression --wait
- ✓Fails the identity check twice→ no account access, offers a verified channel or a person
- ✓Asks to cancel in the middle of a billing question→ routes to retention with the reason attached
- ✓Starts reading a card number aloud, unprompted→ stops them, moves payment to the secure flow
- ✓Gets angry and demands a supervisor→ transfers right away with a summary, skips the script
- ✓Calls during an outage that already has a ticket→ confirms the outage and the ETA, offers a text update
- ✓Answers the English greeting in Spanish→ switches languages and keeps the verified session
- ✓Asks for something outside every supported intent→ says so plainly, routes to a person with context
7/7 simulated calls passed · evaluator: judge
The platform
One platform under the whole operation
Start wherever the pain is. Scoring needs nothing but a recording feed; agents and handoffs come next, on the same record.
Your systems
Alongside the stack you already run
Nothing here asks you to replace your contact center platform, your CRM or your workforce tools. Agents work through the same systems your people do, and scoring needs only the recordings you already keep.
Contact center
Stays the home for human-handled calls; the agent escalates into your queues and skills.
Common Genesys Cloud CX, NICE CXone, Five9, Amazon Connect
CRM & ticketing
Where the agent reads account context and writes what happened on the call.
Common Salesforce Service Cloud, Zendesk, ServiceNow, Microsoft Dynamics 365
Recordings
The feed VoiceScore scores from, delivered by webhook or storage bucket.
Common Your CCaaS recording export, Cloud storage buckets
Core systems
Billing, orders, appointments: whatever the routine intents actually change.
Telephony
Numbers provisioned through VoiceRun or brought from your own carrier account.
Common Twilio, Telnyx, Bring your own carrier
Named products are examples of what’s common in each category; none of them is a prebuilt connector. VoiceRun agents call any API or database your team exposes, and every connection is code your team can read. Your carrier, numbers and contact center stay where they are.
Control
Quality you can show an auditor
Every call leaves evidence: what was said, what the agent did, how it scored and who reviewed it.
Verification before account data
The agent reaches account records only after the identity checks your policy requires, and that order is enforced in code.
Disclosures, verbatim
Recording and AI disclosures, and any required regulatory language, are spoken word for word from code on every call.
Payments off the call
Card collection can move to a secure link or your existing payment flow, so card numbers stay out of transcripts and recordings.
Alerts with owners
Critical misses alert a supervisor on the spot while routine flags queue for QA, and every alert is acknowledged, resolved or dismissed with notes.
Contested scores, resolved
Agents and supervisors can contest any score. Each step of the review is tracked, so the score of record is one everyone can stand behind.
Redacted before it’s stored
VoiceScore redacts personal data from transcripts before storage and before any model call, and visibility is scoped by role down to the team.
Your code remains your code, your data remains your data, and the models we train for you serve only you.
Deployment options: our SOC 2 managed cloud, your VPC, your cloud, or on-premises with VoiceRun Edge, available under enterprise agreement.
In production
Every call on the floor, scored
A national insurance marketplace runs VoiceScore on its whole floor.
1M+
call minutes a month
VoiceScore customer
11K
AI evaluations a day
VoiceScore customer
65%
less spent on QA and transcription
VoiceScore customer
FAQ
Questions contact center leaders ask us
Do we have to replace our contact center platform?
No. The Audio Control Plane keeps automated minutes in front of your contact center and escalates to your people through it, and VoiceScore scores recordings from whatever platform produces them. Your CCaaS keeps doing what it does well.
How many of our calls can an AI agent handle?
It depends on your intent mix, and we would rather measure it than promise it. We start from your call drivers, launch agents on the intents with the clearest policies and the most volume, and expand as evaluations show they’re ready.
How does AI scoring stay accurate?
The rubric is yours, written in plain English. Every score carries a quote from the transcript, your QA team can override any criterion, and those corrections tune scoring models dedicated to your program. When standards change, you can re-run the judge over past calls.
What happens to our QA analysts?
They review by exception: calibrating the AI judge, ruling on contested scores, handling audit requests and running coaching. Manual grading is built in, and human scores sit beside AI scores on every call.
Can AI agents and human agents be scored the same way?
Yes. Both land on the same scorecard and the same call record, so you can compare how an intent is handled by an agent and by your team, call by call.
How do we start without a rip-and-replace?
Most teams start with VoiceScore on the recordings they already keep, which needs only a recording feed. Agents then take one or two high-volume intents behind your current routing. Each step stands on its own.
See your own calls scored, human and AI
Bring a few recordings and your top call drivers. We’ll run the calls through VoiceScore live, scorecard and all, and map the intents an agent should take first.