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Telephony

A fourteen-minute call, in four lines

You connect your phone system and every call lands on its document’s record, with its recording, transcript and summary. After hours, a voice bot answers and takes down the details.

Request a demo See how it works
  • Lyria phone system
  • Legal notice before recording
  • Extensions per workstation

Communication and customers

Telephony: what it does

One call, one entry

You call from the record and the call goes on the timeline, linked to the customer and the document. Each agent has their own extensions: office, home or mobile.

Linked in three clicks

Calls from the phone system that did not start from a record are linked to their document in three clicks. And you can listen to them from search, without opening another app.

Recorded, transcribed and summarized

Before recording, it notifies the caller and saves who gave consent. The recording, the transcript and the summary stay on the document.

Voice bots

They answer after hours or act as a first filter: they ask for details, check your documentation, create the ticket and transfer to a person. The script is designed as a flow.

Private coaching

marIA gives each agent private feedback: what to avoid and what to reinforce, quoting the call word for word. It does not score or rank anyone, and you turn it on after informing your staff.

Voice menus and VIPs

Voice menus and routing are built with attendo Flows. When a VIP customer calls, the agent knows before picking up, and the customer’s PIN identifies them over the phone.

How it works

Step by step

This is how it is used day to day, on the same document as the rest of the modules.

  1. Step 1

    You connect your phone system

    With your carrier’s credentials, and you assign the extensions for each workstation.

  2. Step 2

    You call and get called

    From the record, or through voice menus that route each call to its group.

  3. Step 3

    Everything stays on the document

    The recording with consent, the transcript and the summary, as one more entry.

  4. Step 4

    You improve with data

    With the calls and emails report per agent, and private feedback from AI coaching.

marIA in Telephony

marIA transcribes and summarizes every call, answers through voice bots and gives each agent private feedback. If the AI budget runs out, the bot stops answering and the call follows its normal path: queue, voicemail or a person. Every operation is logged with who ran it, the model and its cost.

Where it is used

It fits every area

Industry solutions

attendo Ticketing attendo After-Sales attendo Field Service attendo CMMS attendo Customer Service

Industries that use it

Honesty

Where it fits (and where it does not)

  • It is not a phone system: attendo connects to the Lyria virtual phone system, which you subscribe to separately and which handles your numbers and calls.

  • AI coaching does not score anyone or rank agents.

Works with

Modules that go hand in hand

Asynchronous and real-time communications

Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel

See Communications

Timeline

All activity on the document, in order, with its author and channel

See Timeline

attendo Flows, Business Process Flow (BPF) and AI-Flows

Flows, phased processes with approvals, and AI inside the flow

See Flows and AI-Flows

Web chatbot

Answers with your documentation and hands off to a person as needed

See Web chatbot

Glossary

Glossary terms

Support and service

Omnichannel

Omnichannel support

Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation.

Support and service

First response time

FRT

First response time is how long your team takes to send a meaningful reply after a ticket comes in.

See all 53 glossary terms

Frequently asked questions

Frequently asked questions

Can you make calls over WhatsApp?

Yes. WhatsApp voice calls come in and go out from the record, and they stay on its timeline like any other call.

Which phone system do I need?

It works with the Lyria virtual phone system, which you subscribe to separately: see attendo + Lyria. If you have a different one, we look into it before onboarding.

How are callers told about the recording?

Before recording, attendo notifies the caller and keeps a record of who gave consent.

Does AI coaching require anything special?

Yes: you inform your staff, as your labor agreements require, before turning it on, because it analyzes the work of people on your team. We remind you in writing.

What does the voice bot do if someone asks for a person?

It transfers the call. The script is a flow, so you choose when it transfers to your team or alerts the on-call staff.

Request a demo

Try it with your processes

We will show it to you with your own document types and the way you work. If it is not a fit, we will tell you.

  • With your operation, not a generic demo
  • A real person from our team replies
  • No cold calls afterwards

Would you rather talk first?

Which area do you want to see in the demo?

With your work email we prepare the demo around your case.

In one or two sentences.

If you chose Maintenance (CMMS)

If you chose Field work (Field Service)

If you chose Facility Management

If you chose any other area

Only if you would rather we call you.

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What happens when you send it. Someone from our team reads what you tell us and writes to you to agree on a time for the demo. Our hours: Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM, Spain time.