Listening, Improving, Delivering: What’s New in the Vocadesk Platform

At Vocadesk, product evolution starts with one simple principle: listen carefully to the people who use the platform every day.

Over the past months, we’ve gathered extensive feedback from service providers, partners, and live customer installations. The result is a new wave of platform enhancements designed to make service management easier, agent performance stronger, and data collection more accurate - all while keeping calls efficient and cost-effective.

Here are the latest improvements now rolling out across the Vocadesk platform.

Smarter Caller Identification in Every Summary

We now automatically capture the caller’s phone number (Caller ID) and include it directly in the call summary emails.

This small change delivers big value: • Faster callback handling • Better CRM and ticket matching • Fewer missed opportunities

No more searching for numbers - the information is right where your team needs it.

Improved Email Capture with Built-In Validation

Accurate contact data is critical for follow-ups and lead handling. Our agents now validate email addresses more intelligently during the call:

• The caller spells the name portion of the email • The domain (for example, “gmail.com”) is spoken as a single word

This significantly reduces errors, improves data quality, and saves valuable back-office correction time.

Clearer, Shorter Call Summaries

We’ve redesigned the call summary logic to focus on what matters most.

Instead of repeating every validated field, summaries now highlight only the essence and purpose of the call — the key request, message, and next action.

The result: • Faster reading and triage • Better operational flow • Shorter calls and lower handling costs

Efficiency without sacrificing clarity.

New Client & Agent Status Management

Managing large fleets of end-customers requires precise lifecycle control.

Vocadesk now supports clear operational statuses for every client and agent:

Testing - For onboarding and validation. No billing. No phone number connected.

Active - Subscription is live. Phone number connected. Agent takes calls.

Suspended - Service paused. Agent does not take calls. Phone number is reserved. Billing continues only for the base service fee.

Disabled - Subscription ending. Status remains “Pending Disabled” until month-end. After disablement: service stops, phone number is released, billing ends.

This gives service providers full visibility and control across every stage of the customer lifecycle.

Package Selection Per Client (With Smart Alerts Coming Soon)

Service providers can now easily assign a subscription package per end-client directly in the platform.

And this is just the beginning.

Soon, we’ll be adding automatic email alerts when a client approaches or reaches their package limits — helping you prevent overages, manage usage proactively, and maintain transparent billing with your customers.

Our Commitment Going Forward

AI call answering is entering a phase of wide adoption.

At Vocadesk, we strongly believe that the best way to scale this technology is through service providers who are already deeply connected to SME customers - trusted partners who deliver reliability, confidence, and hands-on service.

We remain fully committed to: • Building the best AI call answering platform for service providers • Continuously improving agent quality and operational control • Supporting partners as they bring AI voice services to thousands of businesses

This is only the next step in a long roadmap — and we’re just getting started.