You don’t need to buy software for this. The AI Voice Agent is already in ICTContact, sitting in the IVR designer waiting to be switched on. What these packages cover is the part that actually decides whether your callers like talking to it.
Turning it on is easy. Making it good is not
Most teams get an agent answering calls inside an afternoon. Then they listen to the recordings and go quiet.
The agent asks for an account number the caller already gave. It reads a four sentence greeting when one would do. Someone says “no, that’s not what I meant” and it carries on down the same path. A call that should have gone to billing lands in sales. None of that is a bug. It’s the gap between a working agent and one that’s been shaped around how your customers actually talk.
Closing that gap is mostly listening. You play real calls, find the six places it goes wrong, change the persona, and play more calls. It isn’t glamorous work and it’s why most agents stay mediocre. Teams launch, get busy, and never come back to it.
What we do
We built this agent, so we’re not learning your platform on your time. We know what the persona fields do, where transfers break, and which settings people usually have backwards.
A launch covers persona and prompt design, the transfer rules that decide when a human takes over, mapping what the agent collects into your CRM fields, and test calls against scripts we write from your existing recordings. You get an agent that’s been tried before it meets a customer.
After that, the useful work is review. We take a batch of real calls, mark every point where the agent lost the caller, and fix them. Most of what we change is wording, ordering and when to give up and pass the call on.
Packages
| Package | What you get | From |
|---|---|---|
| Agent Launch | Persona and prompt design, transfer rules, CRM field mapping, test calls against your own recordings, and go-live with your team watching. | $3,500 |
| Call Review | We listen to 100 of your real calls, mark every point the agent lost the caller, and ship the fixes. You get the annotated list either way. | $1,200 |
| Monthly tuning | Ongoing review as call patterns move. Seasonal changes, new products, new objections, voice and model updates. | $900/mo |
If you already have an agent running, start with the Call Review. It’s the cheapest way to find out whether you have a tuning problem or a design problem, and we’ll tell you honestly which it is. Plenty of agents need an afternoon of wording changes rather than a rebuild.
What we need from you
Recordings, mostly. Twenty or thirty real calls of the type you want the agent to take tells us more than an hour of meetings. We also need to know where a call should go when the agent gives up, because that’s the decision teams most often leave undefined until it breaks.
If you’d rather try it yourself first, the AI Voice Agent guide walks through the setup, and everything in it is free. Come to us when you want someone else to do the listening.
Not running ICTContact?
These packages assume you’re on the platform. If you have your own Asterisk or FreeSWITCH and want an agent built against it instead, that’s a different job and we do it too. It’s covered on the ICT Innovations AI voice agent services page.
Questions
Is the AI Voice Agent an extra licence?
No. It’s part of ICTContact and it runs on the AI Personas model described in the feature list. What you’re paying us for here is the setup and tuning work, not access.
How long does a launch take?
Two to three weeks in most cases. The variable is how quickly we get recordings and a decision on transfer rules, not the build.
Can you work on an agent we already configured?
Yes, and that’s usually the better starting point. You’ve already learned something about your own calls, and we’d rather fix what you built than throw it away.
What does the Call Review actually produce?
A list of every call where the agent lost the caller, with the timestamp, what went wrong and what we changed. You keep it whether or not you continue with us.
Will callers know they’re talking to an AI?
They should, and in a growing number of places the law now says so. We set the disclosure in the persona greeting as a default rather than something you remember to add later.
Do you handle the hosting?
If you’re on our cloud, it’s already handled. On premise, the agent runs where the rest of your ICTContact does, and we work within that.
Send us a few calls
The fastest way to start is to send twenty recordings of the calls you’d like an agent to take. We’ll come back with an honest read on whether it suits them, which package fits, and what we’d expect it to handle on day one. If the answer is that your calls are a poor fit, we’ll say that instead.