CallTrackingMetrics Introduces VoiceAI to Boost Contact Center Efficiency with Responsible AI Automation

CallTrackingMetrics Introduces VoiceAI to Streamline Contact Center Operations with Responsible AI

AI-powered voice agents offer 24/7 customer support without sacrificing the human element

CallTrackingMetrics, a global leader in conversation analytics, has launched VoiceAI, an AI-driven voice assistant aimed at helping contact centers handle high call volumes, cut costs, and enhance customer experiences through smart automation.

The voice AI market hit $5.4 billion in 2024, growing 25% from the previous year. Despite this growth, many providers offer similar voice features with little to set them apart. Contact centers are at the forefront of AI adoption, using generative AI to answer inquiries instantly, manage overflow without increasing headcount, and gather customer insights. Yet, companies must carefully balance automation with maintaining quality interactions and human connection, especially in regulated sectors.

Supporting People, Not Replacing Them

“At CallTrackingMetrics, AI supports the people at the heart of every conversation,” said Todd Fisher, co-founder and CEO. “Instead of rushing to market with generic AI features, we focus on delivering conversation analytics that drive real results. Our tools — VoiceAI, ChatAI, and AskAI — give contact center teams the clarity and confidence to concentrate on what they do best: build relationships, solve complex problems, and grow businesses.”

Early Success Stories

Businesses adopting VoiceAI have reported impressive improvements. Call handling time dropped by 50%, missed calls were eliminated, and productivity rose by 50% after removing manual, repetitive quality assurance tasks. Deployments span industries:

• A leading lawn care company uses VoiceAI to handle seasonal estimate requests and scheduling without adding staff.
• A senior living community employs VoiceAI as the first contact for prospective residents, providing clear answers and booking tours instantly, while routing urgent issues directly to security.

How VoiceAI Works

VoiceAI agents function as 24/7 AI-powered call assistants that understand natural language, take context-aware actions, and integrate smoothly with existing workflows. When customers call, VoiceAI quickly identifies needs without cumbersome phone trees, resolves questions, or routes calls to the right human agents.

VoiceAI offers three main deployment options:

• FAQ Support: Answers common questions using company documents and web content, suited for support teams, clinics, and internal help desks.
• Appointment Scheduling: Integrates with calendars to automate appointment booking for healthcare, legal, and sales teams.
• Intelligent Call Routing: Uses intent-based logic to direct callers to appropriate departments through natural conversation instead of button pressing.

The agents are highly customizable regarding voice selection, tone (formal, friendly, empathetic), and knowledge sources. Organizations can pull in existing website content, use prebuilt templates, or build custom conversation flows. To aid onboarding, every new VoiceAI agent includes 250 free test minutes, allowing teams to optimize their setup before scaling.

Learn more about VoiceAI at CallTrackingMetrics.

About CallTrackingMetrics

CallTrackingMetrics serves more than 100,000 users worldwide, including brands like The Washington Post, Morgan and Morgan, Terminix, and ServiceMaster. Their platform tracks and attributes online and offline leads, enabling data-driven decisions that boost ROI. It integrates seamlessly with Google Ads, HubSpot, Salesforce, and Facebook, and is recognized by Gartner, Software Reviews, and G2.

In addition to VoiceAI, CallTrackingMetrics offers AI-powered tools such as AskAI to provide actionable insights, streamline lead management, and improve customer engagement.