Freight runs on phone calls because the tracking data isn’t shared. VoiceRun agents answer carrier calls on the first ring, place your check calls, and verify who is on the line before a load is promised. Every call ends as a structured update in your TMS, and a rep joins when a load needs judgment.
Built for VPs of carrier operations, COOs and transportation technology leaders at freight brokerages, 3PLs and carriers.
Carrier sales line
Tue 4:12 PM18%
of 2.2 million letters FMCSA sent to registered users came back undeliverable, so contact details on file deserve a second check
Transport Topics, FMCSA Motus registration, 20269-0
Supreme Court vote that a state-law negligent-hiring claim against a freight broker can proceed, which makes the vetting record at booking worth keeping
U.S. Supreme Court, Montgomery v. Caribe Transport II, 20266.2%
increase in the expected crash rate for a 15-minute rise in average dwell time at the dock
U.S. DOT Office of Inspector General, Driver Detention, 201825.8%
of U.S. driver/sales workers and truck drivers are Hispanic or Latino
BLS, Current Population Survey, 2025 annual averagesThe calls
Most are short, many are repeats, and nearly all of them end in a TMS update. Each of these runs as code against the systems your reps already work in.
Calls the driver or dispatcher for pickup, in-transit and at-delivery status, asks how much clock the driver has left, and writes location, ETA and reason code to the load.
Systems the agent works in: TMS · Visibility
Answers the carrier calling on a posted load, confirms it’s open, quotes inside your buy band, books it and sends the rate confirmation. Anything outside the band goes to a rep.
Systems the agent works in: TMS · Load board · Carrier vetting
Checks authority status and age, insurance and the contact on file before a load is promised, and routes a mismatch to your carrier risk team instead of booking.
Systems the agent works in: Carrier vetting · TMS
Works your list of known carriers on a load that is close to pickup and still uncovered, asks who is empty nearby, and passes each yes to the rep who owns the load.
Systems the agent works in: TMS · Carrier list
Calls the receiving desk to book or move pickup and delivery appointments and logs the confirmed window on the stop. Carriers calling to reschedule get the same availability.
Systems the agent works in: TMS · Dock scheduling
Takes the breakdown, refusal or missed appointment, captures what happened and the new ETA, updates the load, and puts the exception in front of the rep who can fix it.
Systems the agent works in: TMS · Exception queue
When a driver reports a hold at the dock, records arrival and release times as the driver gives them and attaches your free-time rule, so the detention request starts with evidence.
Systems the agent works in: TMS · ELD data
Calls carriers about the missing POD, BOL or insurance certificate that holds up an invoice or an onboarding, tells them where to send it, and logs the promised date on the load.
Systems the agent works in: TMS · Document imaging
Answers shippers and consignees from the latest milestone in the TMS. When that milestone is stale, the agent places the check call first and calls back with a real answer.
Systems the agent works in: TMS · Visibility
Why it's hard
Freight calls look easy in a demo. In production the caller is driving, the clock is running, and the person on the line may not be who they say they are.
The reality
MC and USDOT numbers are public record, so anyone can recite one. Double brokering, chameleon carriers and fictitious pickups all start with a caller who sounds right.
How VoiceRun handles it
The agent checks the caller against the contacts on file, then authority status and age, then insurance, in your vetting system. A mismatch stops the booking: the agent calls back on the number on file or hands the carrier to your risk team, and it never changes bank details on a call. A voice alone clears nobody.
Verification in code
MC and USDOT numbers are public record, so anyone can recite one. Double brokering, chameleon carriers and fictitious pickups all start with a caller who sounds right.
The agent checks the caller against the contacts on file, then authority status and age, then insurance, in your vetting system. A mismatch stops the booking: the agent calls back on the number on file or hands the carrier to your risk team, and it never changes bank details on a call. A voice alone clears nobody.
Verification in code
Tested before launch
Every rule your desk follows becomes a scripted caller. Before a release reaches a carrier or a driver, simulated callers work through the long tail: the contact nobody has on file, the rate above the band, the driver out of hours.
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.
$ vr simulate staging --name carrier-desk --wait
7/7 simulated calls passed · evaluator: judge
The platform
Start with the calls that cost you the most loads. Everything lands in your TMS and on one call record.
Your systems
The agent works in the same TMS and vetting tools your reps use. What it learns on a call is written to the load, so nobody retypes a note afterward.
TMS
Reads loads, stops, rates and carrier records, and writes bookings, milestones, ETAs, comments, reason codes and confirmed dock windows back to the load.
Common McLeod, MercuryGate, Oracle Transportation Management, Turvo
Visibility & tracking
Read before the phone is picked up, so a load with a fresh ping doesn’t get a check call. Gaps and exceptions come back to the agent as calls to make.
Common project44, FourKites, Trucker Tools
Carrier vetting
Authority status, insurance, contacts on file and recent changes, checked on the call before a load is promised, with the result kept on the load.
Common Highway, Carrier Assure, MyCarrierPortal
Load boards
Tell the agent which posted load a carrier is calling about, and which loads are still open to cover.
Common DAT, Truckstop
Telephony
Keeps your numbers and carrier, answers carrier lines and overflow, and hands calls to a rep with the load context.
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
Rates, authority checks and escalation come from rules you wrote and can read. The agent says what your code allows, and every promise traces back to a call you can replay.
Authority status, insurance and the contact on file are checked in code before the agent quotes or books. A mismatch routes to your carrier risk team.
Floor, target and max buy per lane and equipment are configuration. The agent never offers outside them, and every offer and counter is logged.
Changes to bank or payment details never happen on a call. The agent routes the request to your verified change process.
Recording and AI disclosures open every call. Outbound calls to driver mobile numbers run only where your carrier agreements record consent, with calling hours and attempt limits enforced in code.
High-value loads, rate disputes, claims and anything the agent is unsure about go to the person you name, with the load context passed along.
The transcript, every TMS action and the evaluation sit under one call ID, with the recording too when you turn it on. That is your evidence for a booking, a detention claim or a vetting question.
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.
FAQ
VoiceRun agents call any API or database your team exposes, so if your TMS has an API, the agent can read loads and carrier records and write milestones, ETAs and bookings the way your own software would. Teams usually start with reads and notes, then add status writes. Every write is code your team can read and test with simulated calls before a real driver is called.
A carrier calling about a posted load wants a fast, correct answer and a rep on the next ring when the load is hot or off-script. You decide what the agent can do alone and when it transfers, and the agent can pass the load context with the transfer. Calls to drivers stay short, one question at a time, and the TMS update means the next rep doesn’t ring the same driver again.
It adds a checkpoint at the phone. The agent checks authority, insurance and the contact on file in your vetting system, calls back on the number on file when something doesn’t match, and never changes bank details on a call. In May 2026 the Supreme Court held unanimously, in Montgomery v. Caribe Transport II, that federal law doesn’t preempt a state-law negligent-hiring claim against a broker, so a record of what was checked at booking is worth keeping. Your carrier risk team owns the rules, and your counsel decides how much record your program needs.
The agent can follow a driver who switches between English and Spanish mid-call and writes the milestone to your TMS in English. FMCSA’s English-language proficiency enforcement applies to drivers at roadside inspections. The agent has no role in it and never assesses, tests or reports a driver’s English.
Yes, where your carrier agreements record the consent your counsel requires. Outbound calls check that consent, the calling hours and the attempt limits in code before they dial, and recording and AI disclosures open every call. Drivers answer hands-free, so the agent keeps turns short and never asks anyone to look at a screen.
Most teams begin with one call type, such as after-hours inbound carrier calls or check calls on a set of customers, prove it with simulations and a slice of live traffic, then widen. Your reps keep the phones they have, and any call they want to keep transfers to them. If a vetting lookup or a TMS write fails, your code decides the fallback, for example no booking and a rep on the line.
Bring a week of carrier calls and the name of your TMS. We’ll work out which check calls and inbound loads an agent should take first, and what it has to write back before it earns the phone.
