Voxologic, London (2026)

06/10/2026

We provide bespoke dashboards for Amazon Connect Customer since metrics and reports were first available on the platform.

📺 Our dashboards help agents in many ways:

Unified Customer Profiles: BI tools pull information from CRMs, chat logs, and past history into one screen.

Real-Time Performance Tracking: Agents and managers can view live metrics like average handle time, first-call resolution 🚀 , and customer satisfaction scores.

Reduced Administrative Burden: Advanced dashboards integrated with AI can automatically summarize transcripts and tag follow-up tasks.

The dashboard example shown on the office floor is our main leaderboard design. This type of dashboard integrates data used from a CRM such as Salesforce or HubSpot while populating these metrics with the activities for the contact center.

For inquiries on similar or other contact center dashboards, please visit the following web page: https://voxologic.com/amazon-connect-dashboard

22/09/2026

NiCE InContact customers can find new ways to improve their call answer rate.

The blinker call notification solution is integrated not only in the agent console but as a presence sync in supporting Microsoft Teams and Salesforce Voice.

The bi-directional 🔁 functionality means those connected on Microsoft Teams will see who is able to join a call or an internal meeting without switching screens. This will work directly from the agent's softphone.

Incoming calls when using both applications would provide real-time 🚨alerts so agents can be notified through sound or flashing lights, which is where our partner Plenom - Busylight helps from their leading UC devices either Alpha or Omega equipped with built-in speakers and ringtones, ideal for many contact center office and WFH environments.

Missed calls can be stopped with faster answer rates from live agents. This is a major use case for noisy office environments, where calls cannot be afforded to get missed and a solution is here for NiCE InContact and other CXone products.

Just as we did for Amazon Connect Customer and how that developed increasing the usage for agents every year, the same now goes for those using NiCE as their contact center platform.

Send an email to [email protected] to make inquiries.

06/09/2026

Human-in-the-Loop Trust: Every AI-generated note includes "Evidence Mapping," allowing doctors to click any part of the summary to hear the exact audio segment it was derived from, ensuring 100% clinical accuracy.

"Voxologic didn't just automate our calls, they gave our doctors and coordinators their lives back. We are finally spending our time on medicine, not on spreadsheets." — Chief Medical Information Officer

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06/09/2026

The Frictionless Patient Access Center

How a Multi-Specialty Health System Saved 600+ Staff Hours Weekly Using Amazon Connect Health

⏰ 630/wk Staff Hours

📉 -60% Call Abandonment

💵 +18% Cash Flow

✅ 20sec Verification

The Client: A regional healthcare network with 50+ clinics and over 3 million annual patient interactions.

The Challenge: The "Three-Call" Booking Marathon

The client was struggling with "Patient Leakage", patients would hang up and call a competitor because their booking process was too slow.
The Administrative Wall: A simple appointment required a 12-minute phone call. 4 minutes were wasted just on HIPAA-compliant identity verification and another 5 minutes on checking insurance eligibility across different portals.

Staff Burnout: Front-desk coordinators were spending 70% of their day on data entry rather than patient care, leading to a 40% staff turnover rate.

The "Black Box" of Medical Records: When a patient called, agents had to manually "hunt and peck" through the Electronic Health Record (EHR) to find the patient's last visit details or physician notes.

The Voxologic Solution: Agentic Healthcare Orchestration

We were an early adopter of the Amazon Connect Health agentic suite, allowing us to deploy "Specialist Agents" that act as autonomous medical coordinators.
Autonomous Patient Verification: We deployed the Patient Verification Agent. Using real-time voice biometrics and native EHR integration, the system identifies and verifies the patient against their medical record in under 20 seconds, before a human even picks up.

The "Three-in-One" Booking Agent: We built a custom workflow using Amazon Bedrock that handles the "Booking Marathon" in a single turn. The AI Agent: Finds an open slot for a specific specialty (e.g., Cardiology). Performs a real-time insurance eligibility check via the payer's API. Cross-references the doctor's availability and books the slot directly in Epic/Cerner.

Clinical Ambient Summaries: For the clinicians, we implemented Ambient Documentation. The system "listens" to the patient-doctor conversation and automatically drafts the clinical note and suggests ICD-10 billing codes, which are ready for review the moment the appointment ends.

The Results: Reclaiming Time for Care

By moving to an "AI-First" Patient Access model, the health system transformed its operational DNA:
630 Staff Hours Saved Per Week: By automating identity checks and scheduling, the equivalent of 15 full-time employees were moved from "phones" to "patient-facing care."

60% Reduction in Call Abandonment: Patients no longer wait on hold; the AI handles 24/7 scheduling, ensuring no patient "leaks" to a competitor because of a long hold time.

Accelerated Revenue Cycle: With Automated Medical Coding, visits are billing-ready in minutes rather than days, improving the health system's cash flow by 18%.

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03/09/2026

September has arrived and contact centers today are still paying over the odds on billing and additional costs on servicing to external telco engineers.

Find ways to manage your costs for your contact center before bad decisions are made.

It is always recommended to do an internal IT review every few years on how your customer support systems are managed, this includes:

📝 Current software licensing agreements (always check the fine print)
📝 The services any vendor offers as part of its offering (check anything that adds real value)
📝 How staff time is managed in terms of time saved from its WFM offering
📝 The contact flows setup and whether this is incurring more costs or saving on them
📝 Third-party integrations from what is most needed in the customer journey
📝 How the AI agents are performing, best way to measure this is from the quantity of interactions and how many simple and complex customer issues were solved
📝 Obtaining the right level of data from regular reporting

Moving beyond traditional contact-center to having automation and create a more natural, intelligent and personalized customer experience is the way to improving performance.

Navigating through unstructured IVR menus and listening to the same robotic prompts will end up having the phone put down more times than expected. When customers hear natural, human-like voice, receives more context, the agents can move through the interaction more seamlessly.

Agents will benefit greatly from AI-powered capabilities such as speech recognition, intent detection, sentiment analysis and virtual-agent integration—helping them understand the customer faster and respond with greater confidence.

This is what needs to be discussed at the next internal meeting before changing vendors, everything has to be though out and planned for carefully.

26/08/2026

📢 Latest news that we would like to announce, our blinker solution is soon going to be supporting customers using NiCE and Genesys.

📅 The planned launch date this will go live is mid-September which is less than a month away!

We have already rolled our leading call notification solution to existing customers using Amazon Connect Customer. Now we thought it would be of been more practical to be setup on other leading CCaaS platforms that we can support with full configuration and deployment.

The blinker call notification solutions helps agents avoid missing important customer calls. The typical use cases, include but not limited are as follows:

⭐ Agents being away from their desk or idle on their current state
⭐ Other tasks going on, and agents need to take immediate customer calls
⭐ Assigning calls in order of priority and long wait times set out for agents
⭐ Monitoring priority calls handled and resolved on daily team reports
⭐ Integrating this for those using Microsoft Teams and Salesforce SCV

If you're interested to share your contact center use case and find out about this solution, please email [email protected] and put in the subject line 'blinker' and we will get back to you.

12/08/2026

Today, we had an insurance company that went through a live demo of our Enterprise AI Agent powered by Amazon Connect Customer.

The team members from IT that joined were seeing the agent count would be significantly reduced from a 200 seat setup to knowing how first call interactions will save on average of around 20 hours per week for each agent.

Doing the math 🔢 here will show 20 hours saved from each agent on around 50 new enquiries per week, with the time on a voice call being handled by a human agent being around 15-20 mins and without waiting in a call queue, that equates to 15,000 hours saved in the contact center. We're taking the minimum numbers into account, and this is off-peak metrics used!

The insurance company had shared on the demo, they have some existing customers typically waiting up to 10 mins for a call and even longer in peak season.

Factor in during busy periods, and when dealing with other types of insurance or claims being processed would incur so many overheads, and this is without using the first-tier call interactions.

For the average call duration lasting 10 mins, and going by the current agent count has shown so far a 32% overhead reduction.

Migrating for other insurance providers and the lengthy workflow involved is proven to save huge volumes of time 🕒 and best of all the context is shared on the next level interaction between an AI agent and a human agent, hence improving first call resolution metrics.

27/07/2026

Based on internal research, many Amazon Connect customers are still reliant on human agents despite autonomous processes achieved by Claude, Amazon Q and Bedrock in managing end-to-end customer support.

When someone is not by their desk or there is a time gap between daily tasks, that results in a call being missed, and it all accumulates over time.

Abandoned calls impact customers in many ways:

❌ SLA goes further down the rankings
❌ Further delays go into different queues
❌ CSAT scores drop and significantly over time depending on call volumes
❌ Management blame happens and staff rotation is a never ending story
❌ Poor agent availability shows how the team is under performing

This doesn't always have to be the case.

When agents are on standby noticing an incoming call in a matter of seconds rather than being on hold and not knowing what goes on, then customers start noticing a huge difference. This was a similar pattern to a customer that has used our solution for over 4 years and that will continue.

From deploying our blinker call notification solution, the experience reflects:

✅Improving SLA scores in helping resolve different customer queries
✅Delegating queues so they are more evenly balanced across the contact center floor
✅A major improvement in CSAT proving that customers can recommend to friends/family about their experience
✅Better team morale and higher agent retention rather than having to make quicker team changes
✅Average speed of answer is reduced compared to not seeing or hearing any visual alerts at workstations

We're open to pilot demo's of the blinker solution, if you would like to send your contact details, please visit the following web page: https://voxologic.com/amazon-connect-notification

23/07/2026

A new telephony system is not the same as having web-based voice AI.

For a typical phone call interaction on any telephony vendor you use, will not match the same voice quality using a browser enabled voice agent.

The reason behind this issue is because audio problems are related to PSTN.

🗣️ The quality required for having good audio detail and speech recognition is removed from many phone providers today still using 8 kHz mono audio with codecs like G.711.

When this codec is running on a live phone call, customers can experience much background noise, network jittering, data packet loss and high call latency resulting in delays of transmitting messages between caller and agent. This puts more pressure on the AI 🤖 you add compared to having this running on a web browser.

We have in-house engineers that work around the whole voice infrastructure to solve real issues going on than just simply adding AI thinking that will achieve everything.

15/06/2026

𝐖𝐞 𝐨𝐟𝐟𝐞𝐫 𝐚 𝐫𝐢𝐬𝐤-𝐟𝐫𝐞𝐞 𝐩𝐢𝐥𝐨𝐭 𝐮𝐧𝐝𝐞𝐫 𝐏𝐨𝐂 𝐨𝐟𝐟𝐞𝐫𝐢𝐧𝐠.

New AI bots 🤖 are prepared for demos based on use case.

This is beneficial for mid size chains. We can work on this for those having as little as 10 agents to over 100 agents.

We are currently having the PoC being run from companies in the following markets:

⦿ Pizza delivery company
⦿ Hotel group
⦿ Motor service and maintenance provider

Our expertise in AI for contact centers allows management to see possibilities and improvements.

Over 3-4 years contact center management would notice a huge difference in terms of service improvement and reduction in time on agent tasks. They will see how the return of investment occurred and increased over time.

Some of the key benefits would include saving on average of 20+ hours per week per agent on ACW in reducing time for call summarization as well as reduced time on customer escalated issues.

We want to put theory to the test over the next few months if we don't meet delivery expectations to keep their KPI, so this is completely free for the contact center, otherwise by checking the reports and the KPI is achieved then the PoC goes ahead.

The contact center can request the ⚖️ proportion of AI in place throughout the customer journey. We can still provide the PoC even if AI is as low as 10-15% benchmarked to human agent. No matter how much AI is used to a human agent, the PoC can still be delivered.

This is also available for not just voice, but email and chat, social and WhatsApp integration as part of a wider omnichannel presence.

Email [email protected] and state on the subject line 'risk-free PoC' to make enquiries.

Voxologic

06/10/2026

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