Voice-X
Every call becomes a ticket. Both directions.
Voice-X is the voice layer, and it works at both ends of the phone. One agent rides along on the call your engineer is already on and writes the ticket for them. The other answers the calls nobody got to, works out who is calling, and raises a properly classified ticket on the right board.
Two agents, two ends of the call
One works for your engineer. One works for your caller.
The transcription agent
Outbound, and on the calls you already make.
Engineer-side. It listens to the call your engineer is on and hands back the written ticket. It ships inside Assist-X rather than as a separate purchase, because it is the same seat.
The inbound agent
Inbound, and on the calls nobody reached.
Client-side. It answers the phone when your desk cannot, identifies the caller against your PSA, and creates the ticket. It stands alone, and it is priced separately.
The transcription agent
Your engineer is on the phone. The ticket is already written.
The clerical half of a service call is the half that gets skipped when the queue is long, which is why notes and time entries are thinnest in the weeks that were busiest. This removes the skipping rather than nagging about it.
- One click, then forget it
- Started from the ticket the engineer already has open. No bridge to dial, no bot to invite, nothing for the client to agree to.
- Notes, subject, classification
- The summary, the issue, the discussion, the resolution and the next steps. Plus a suggested subject, type, subtype and priority.
- The time entry
- Captured against the work as it happened, not rebuilt from memory at five o'clock.
- The engineer approves it
- It hands over a draft to edit. Nothing reaches your PSA until they post it.
Not a phone system integration
It takes the microphone and the speaker from the browser, so it works on whatever your calls run on today and there is nothing to change about your phones. One way for the engineer alone, two way for the engineer and the client. On the desktop and on a phone.
A copy of the call is attached to the ticket when the engineer posts it, so the record of what was promised is the call itself.
Watch it happen on a real ticketThe inbound agent
Four things, and then it gets out of the way.
A voicemail is a task for somebody else: listen to it, work out who called, guess the priority, type it in. This removes that entirely. Every call arrives in the PSA as a ticket a dispatcher can act on, already on the right board and already classified.
- 01
It answers
First ring, every time, including at seven in the evening and on the Saturday of a bank holiday weekend.
- 02
It knows who is calling
The company and the contact, resolved against your ConnectWise records rather than asked for and mistyped.
- 03
It asks what is wrong
A short, plain set of questions. Enough to route the work, not an interrogation.
- 04
It raises the ticket
On the right service board, with type, subtype and priority already set. Then it stops.
Run it as overflow when the queue is deep, or as the front door outside business hours. Either way the ticket is waiting, correct, in the morning.
What it means to each of you
Four people notice this, and they notice different things.
The owner, and leadership
Two different costs, both of them quiet.
The first is the call nobody answered, which shows up at renewal rather than on a report. The second is the clerical tail on every call your engineers do answer, which is pure cost under a fixed fee and gets skipped exactly when the week was busiest.
Coverage outside business hours also stops being a staffing decision. Nobody's call goes unanswered at seven in the evening without anybody sitting there waiting for it.
The service manager
No voicemail queue to work through in the morning.
A voicemail is a task for somebody else: listen to it, work out who called, guess the priority, type it in. Instead every call arrives as a ticket on the right board with type, subtype and priority already set, and the caller identified against your PSA records rather than asked for and mistyped.
Run it as overflow when the queue is deep, or as the front door after hours. Either way what is waiting in the morning is something a dispatcher can act on.
Your engineers
They spend the call on the client, not on the keyboard.
The transcription agent rides along and hands back a draft: notes, subject, classification, time entry, and a client notification. The engineer edits it and posts it, so it is still their ticket.
It takes the microphone and the speaker from the browser, so it works on whatever your calls run on today. No phone system project, and nothing for the client to install.
Your clients
Somebody answers, and the record is the call itself.
First ring, including on the Saturday of a holiday weekend. For a lot of end users, whether the phone gets answered is the entire basis of their opinion about their IT provider.
A copy of the call is attached to the ticket, so what was promised on it is a fact rather than a disagreement six weeks later.
Where it stops
Neither of them tries to fix anything.
Voice-X captures and routes. It is deliberately not a resolution product, because a voice agent that improvises a fix on a call is a liability, and because guessing badly at the phone is how MSPs lose accounts.
Resolving without an engineer is Agent-X’s job, on the desktops of the people who have it. Voice-X is for the phone, and for everyone who does not.
Start with the one on the calls you already make.
The transcription agent is the fastest thing on this platform to judge, because the ticket is either right or it is not. It comes with Assist-X, so most MSPs meet it first and add the inbound agent later.