One call. A whole team.
One voice.
Complex calls used to mean “let me transfer you”, dead air, and customers repeating themselves. Agent Teams put a lead agent, specialists and, when it's needed, a real colleague on a single call, so the caller never has to start again.
This is the call, beat by beat.
Two questions in one sentence. A payment that needs identity checked. A specialist joining. A caller who finally wants a person. One voice, start to finish.
One agent can't finish every call.
When a call needs more than one kind of expertise, the old way falls apart.
The old way
- “Let me transfer you to another department”
- Dead air, then the caller repeats everything
- Context is lost between agents
- Dropped calls and frustrated customers
With Agent Teams
- One call, one voice, start to finish
- Specialists join instantly, mid-conversation
- Full context carries across every handoff
- Never dead air: music covers the wait, never silence
A lead agent runs the floor.
Under one voice, the lead routes to the right specialist, hands off a clean brief, and resumes the conversation, all on the same call.
Route
The lead agent reads intent and routes to the specialist who owns it, with hysteresis so it never flip-flops.
Hand off
A deterministic brief carries the context. Sensitive topics are auth-gated before the specialist takes over.
Resume
The specialist answers from its own knowledge, then hands back, and the call continues in the same voice.
One voice the caller trusts, many specialists behind it
Your customer hears a single, consistent agent for the whole call. Behind the scenes, a lead agent pulls in the right specialist for each moment, so the expertise changes but the voice never does.
- A single master persona owns the conversation
- Specialists answer from their own domain
- Deterministic, no-jargon handoff briefs
Routing with guardrails, not a phone tree
Keyword and intent routing with hysteresis picks the right specialist and won't flip-flop mid-sentence. Sensitive topics are auth-gated, hops are bounded, and the customer can always override where the call goes.
- Auth-gate on sensitive domains (payments, records)
- Max-hops + bounded parallelism
- Customer override always wins
Each specialist answers from its own knowledge
Every specialist has its own knowledge base namespace, so the sales agent never leaks support internals and each answer stays accurate to that specialist's scope.
- Per-agent knowledge isolation
- Single-writer shared call state
- Verify, then resume the intended specialist
The details a caller actually notices.
Different voices. A wait that isn't silence. And a person on the line when they ask for one.
Five specialists shouldn't sound like one robot
On our Everyday, Expressive, Indian-language and Ultra voice engines, each teammate gets a voice of their own, so the caller can hear that a different person picked up. Set the speaking pace, and the grammar follows the voice's gender in Hindi and other gendered languages.
- 7 voice engines, 100+ voices, chosen per teammate
- Speaking pace tuned per team
- Gender-correct grammar in Hindi and Indian languages
A colleague really picks up. On the same call.
Not a queue and not a promise. The team dials your colleague's phone, and when they answer they join the same live call. The lead agent introduces them and hands over the context. If nobody answers, the AI takes a callback instead of pretending someone is coming.
- The human joins the caller's existing call
- The AI briefs them, then steps back
- Ring time is yours to set; no answer = a callback, never a lie
Run the whole team against hard customers, before a single call
Rehearse the entire floor against AI-played customers: who answers, why the floor moved, where identity was checked, and each specialist's answers, all graded on the team's own scorecard. The failures come back as ready-to-apply fixes. Keep versions and roll back if a change makes it worse.
- Rehearse the whole team vs. AI customers, free
- Graded on the team's own QA scorecard
- Coaching suggestions, versions and one-click rollback
Built for the calls a single agent can't finish.
Sales + support on one call
A prospect asks a support question mid-pitch. The support specialist answers, then hands back to sales, without a transfer.
Complex, multi-product sales
Route between product specialists as the conversation moves, so every question is answered by the right expert.
Collections + servicing
Take a payment, then answer an account question, in one compliant call, inside RBI windows.
Healthcare triage
A lead agent routes to the right desk, auth-gates anything sensitive, and escalates to a human when needed.
Onboarding & activation
Walk a new customer through setup, pulling in a technical specialist only for the step that needs it.
Insurance servicing
Renewals, claims questions and policy changes, each handled by the specialist that owns it.
The handoff happens on the same line, in the same voice.
A customer asks a billing question in the middle of a sales pitch. The specialist answers and the lead agent picks the pitch back up. No transfer, no starting again, and never dead air. Hear it happen.
Questions, answered.
Does the caller notice the handoff?
Isn't this just an IVR or phone tree?
How is sensitive information protected during a handoff?
Can each specialist use different knowledge?
How many specialists can a team have?
Do I need code to build a team?
Can I keep improving a team after it goes live?
Can each teammate have a different voice?
What does the caller hear during a handoff?
What happens when the caller asks for a human?
Can a supervisor listen to a live call?
Give your hardest calls a whole team.
Build a team in minutes and hear the handoff on a real call, free.