Goal
An enterprise communications company wanted to unify AI voice generation, automated calling, and live-call support into one workspace. The objective was to replace a patchwork of dialers, spreadsheets, and manual QA with a single system that automates repetitive calls while giving supervisors real-time visibility into every conversation happening across the business.
Challenge
Support, sales, billing, and operations teams were each running phone conversations through disconnected tools — separate dialers, ungoverned voice recordings, and telephony spread across four regional SIP trunks with no shared routing logic. Repetitive calls like order status checks and appointment reminders still required a live agent, brand voice was inconsistent because recordings were made ad hoc, and compliance checks for call recording disclosure and GDPR handling were tracked manually. Supervisors had no live window into AI-driven conversations, so they couldn’t intervene or coach until after a call was already over.
Outcome
- 17,609 total calls handled, up 12.4%, across a fully consolidated telephony and voice AI system
- 14,060 calls resolved by AI, a 16.1% increase, without a live agent needing to join the conversation
- 79.8% automation rate, up 4.2 points, as AI voice agents absorbed repetitive requests by department
- Average call duration cut by 22 seconds to 3:04, as scripted AI voices and live copilot suggestions sped up resolution
- Customer satisfaction reached 4.6 / 5, up 0.2 points, with 64% of analyzed calls scoring positive customer sentiment
- 99.98% telephony uptime sustained across 18 concurrent calls with 42ms average jitter on the consolidated SIP infrastructure
Services & Tech Stack
Design & Prototyping
Figma
Signal Monitoring & Data
React Native
Typescript
Recharts
Backend & Integrations
Node.js
PostgreSQL
AI/ML &
Matching
Python
PostgreSQL
Speech-to-text transcription
Sentiment & intent detection
Voice & Telephony
Node.js
SIP trunking & IVR routing
Telephony queue engine
Client & Product
VoiceForge AI is an enterprise voice cloud used by support, sales, billing, and operations teams to run both AI-driven and human-assisted phone conversations from one system. The platform is organized around six modules: Voice Generator for scripting and rendering AI voices, Voice Agents for configuring and monitoring automated callers, IP Telephony for SIP trunks and IVR routing, Live Calls for real-time monitoring with an AI copilot, Call Flow for routing logic, and Analytics for performance reporting.
Key Challenges Solved
Fragmented Telephony: Four regional SIP trunks and 24 phone numbers were consolidated behind one queue and routing engine, with IVR rules configured centrally instead of per-trunk.
Manual-Only Call Handling: AI voice agents were deployed by department, each with its own resolution-rate target, absorbing repetitive requests without adding headcount.
No Real-Time Visibility: A live copilot surfaces suggested responses, detects intent and sentiment, and flags risk while an AI agent is still on the call, giving supervisors a real-time window instead of a post-call report.
Inconsistent Brand Voice: Ad hoc recording was replaced with a scripted voice library, SSML support, and a custom pronunciation lexicon, so every agent — human or AI — sounds consistent across every call.
Compliance Tracked by Hand: Recording disclosure checks, GDPR handling, and repeat-complaint risk flags are now automated instead of relying on manual audit spot checks.
Project stages
1
Analysis & Planning
Voice platform and telephony workflow research
Information architecture
User flow definition
2
Design & Architecture
Wireframing platform structure
Scalable design system
High-fidelity UI for all six core modules
3
Development & Testing
Voice Generator & Voice Agents
IP Telephony & Live Calls
Call Flow build-out
QA and compliance testing
4
Customization & Support
Design-to-development handoff
Staged launch
Consistency and usability review
Ongoing support
Business Value & Key Features
Voice Generator
The core module for creating natural AI-powered voice conversations from a single workspace. Teams write scripts, customize voice parameters like tone and emotion, preview generated audio, and manage voice versions, making enterprise voice production faster and easier to scale.
Voice Agents
A centralized workspace for managing AI-powered voice assistants. Teams monitor agent performance, track call metrics, assign voices and departments, and edit, test, or pause agents from a single dashboard.
IP Telephony
Enterprise telephony managed from a single dashboard — SIP connections, active calls, call queues, operator availability, and routing performance are all visible in one place instead of scattered across regional systems.
Live Call Intelligence
AI-powered conversations are monitored in real time with live transcripts, customer context, and an intelligent copilot that surfaces suggested responses, sentiment analysis, and knowledge base recommendations to resolve calls faster.
Real-Time Voice Analytics
Dashboards track call volume, AI resolution rate, and customer sentiment trends over time, giving voice operations leadership a clear read on where automation is carrying the load and where a live agent still needs to step in.
Real Feedback, Real Impact
Mia Renner
Voice Ops Admin
We went from four different phone systems and nobody quite knowing which one was live to a single dashboard where I can watch an AI call happen in real time and step in if it needs me. Our SIP trunk hasn’t had an unplanned outage since we consolidated, and customers can’t tell which calls are AI-handled anymore — that’s exactly what we wanted.
Got an idea? Let’s build it together
Partner with the team to turn fragmented telephony into one AI-driven voice platform.
