CallTrackingMetrics, a global leader in conversation analytics, has just introduced VoiceAI a smart, AI-powered voice assistant designed to enhance customer conversations. This new technology is built to help contact centers handle high call volumes efficiently, cut down operational costs, and elevate customer experiences through smart automation.
The voice AI market jumped to $5.4 billion in 2024, growing 25% from the previous year. Despite this expansion, most providers continue to deliver similar voice features without meaningful differentiation. In contrast, contact centers are rapidly embracing generative AI to respond to inquiries instantly, manage overflow without hiring additional staff, and unlock valuable customer insights. Still, businesses face the challenge of balancing AI-powered efficiency with preserving customer trust, human interactions, and compliance especially in regulated industries.
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Todd Fisher, co-founder and CEO of CallTrackingMetrics, emphasized the company’s vision:
"At CallTrackingMetrics, we believe AI should support the people at the heart of every conversation, not replace them. While others rush to market with undifferentiated AI features, we're focused on executing our core business principles, delivering conversation analytics that truly drive results. Our tools VoiceAI, ChatAI, and AskAI are designed to give contact center teams the time, clarity, and confidence they need to focus on what they do best: build relationships, solve complex problems, and grow businesses."
Organizations that have already implemented VoiceAI are seeing impressive outcomes. Businesses report a 50% reduction in call handling time, elimination of missed calls, and a 50% boost in productivity by automating repetitive quality assurance tasks.
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The solution is already proving its value across industries. For example, a leading lawn care company now uses VoiceAI to streamline seasonal requests, program inquiries, and scheduling calls without hiring extra staff. Similarly, a senior living community has adopted VoiceAI as the trusted first point of contact, offering clear and empathetic responses to families exploring independent or assisted living. It also handles tour bookings instantly and escalates urgent requests to security teams when needed.
VoiceAI functions as a 24/7 intelligent call assistant capable of understanding natural language, performing contextual actions, and integrating seamlessly with existing workflows. When customers call, the system identifies their needs without relying on outdated phone trees. It can handle questions on its own or connect you to a real person when needed.
The solution supports three main deployment models:
FAQ Support – Handles common questions using company documents and web content, ideal for customer support, clinics, and internal help desks.
Appointment Scheduling – Syncs with calendars to book appointments automatically for industries like healthcare, law, and sales.
Intelligent Call Routing – Uses intent recognition to direct callers to the right department based on conversation flow, eliminating the need for keypad navigation.
Companies can also customize VoiceAI extensively choosing voice types, tones (friendly, empathetic, formal), and knowledge sources. Businesses can feed in their website content, apply pre-built templates, or design unique conversation flows tailored to their needs.
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To encourage adoption, CallTrackingMetrics is offering 250 complimentary test minutes with every new VoiceAI agent. This trial period allows organizations to experiment, optimize, and refine the system without upfront costs, ensuring a smoother path to scaling.
To join our expert panel discussions, reach out to sudipto@intentamplify.com
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