What was the calls handled per month for Voysis?

543 — Calls handled per month at Voysis using Vatel AI voice agents.

What was the monthly talk time on ai for Voysis?

200 min — Monthly talk time on AI at Voysis using Vatel AI voice agents.

What was the bilingual coverage for Voysis?

FR + EN — Bilingual coverage at Voysis using Vatel AI voice agents.

All case studies

TelecommunicationsTelecom operatorQuebec, Canada

Voysis

A Quebec telecom replaces its IVR with a bilingual voice agent that works for drivers and desks alike.

Voysis, a Quebec telecommunications company, deployed a bilingual AI voice agent that handles inbound calls during and after business hours. During the day it lets callers dial an extension or simply say a name, giving hands-free users a way to connect without touching their phone. After hours it qualifies sales prospects and routes emergencies directly to an on-call technician.

EngagementOngoing · inbound reception

RegionQuebec, Canada

ScopeIVR replacement · 24/7 coverage

LanguagesFrench + English

StatusLive in production

Call volume543 calls / month

AI talk time200 min / month

After-hours routingSales + Emergency

Integrations

MailerSend

543

Calls handled per month

200 min

Monthly talk time on AI

FR + EN

Bilingual coverage

01The challenge

An IVR built for desks, not for people in motion.

Voysis operates as a telecommunications provider in Quebec, serving a client base that is often on the move. Their legacy IVR required callers to navigate menus and dial extensions by keypad — a workflow that fails the moment someone is driving, hands-full, or simply doesn't know the extension they need. After hours, the problem compounded: sales inquiries and emergencies arrived on the same line with no way to distinguish or route them appropriately.

Extension dialing locked out hands-free callers. Drivers and users who couldn't reach their phone had no way to complete the IVR flow. If you didn't know the exact extension and could press a button, you couldn't get through to the person you needed.
After-hours calls had no structured triage. Sales inquiries and emergency calls both landed on the same voicemail or after-hours line. There was no mechanism to separate a prospect with a question from a client with a downed system.
Sales leads were lost to unstructured intake. After-hours sales inquiries were either missed or captured without qualification. Sales reps received raw voicemails with no context, no urgency signal, and no consistent follow-up trail.

02The approach

Two operating modes, one coherent agent.

We designed the agent around the two distinct realities of Voysis's call day: business hours, where the goal is fast, frictionless connection to the right person, and after hours, where the goal is structured triage between two very different caller needs.

01Wk 1

Discovery

Extension and department directory audit
After-hours call type mapping
Sales qualification framework

02Wks 2–3

Build

FR + EN call flows
Natural language directory lookup
Sales qualifying flow + email integration
Emergency transfer path

03Wk 4

Deployment

SIP configuration
Business-hours / after-hours logic
Live monitoring

03The solution

Say a name. Get connected. Day or night.

During business hours the agent accepts both keypad extensions and spoken names or departments, so every caller — regardless of how they're calling — can reach the right person. After hours it asks the right questions before acting: qualifying sales leads and forwarding the details to a sales rep, or transferring emergencies immediately to the on-call technician.

Extension dialing preserved

Callers who know an extension can dial it as they always have. The agent carries over the full capability of the previous IVR without requiring any behavioural change from existing users.

Natural language directory lookup

Callers can say the name or department of who they want to reach. The agent resolves it and connects the call — no extension required, no keypad needed. Drivers and hands-free callers get through the same as anyone else.

After-hours sales qualification

Sales inquiries received after hours are handled through a structured qualifying conversation. The agent asks a defined set of discovery questions and emails a summary to the assigned sales representative, ensuring no lead is lost and every rep has context before the callback.

Emergency escalation

Callers who identify an emergency are transferred immediately to the on-call technician — no voicemail, no delay. The agent detects urgency signals and routes directly without requiring the caller to navigate menus.

FR/EN bilingual operation

The agent detects language on the first exchange and conducts the entire conversation in French or English without a selection prompt, matching the linguistic reality of Voysis's Quebec client base.

04Results