Australian business technology
Australian business technology for communications, internet, mobile and AI
Vantrel is an Australian business technology partner. It supplies and runs business phone systems and Microsoft Teams calling, business internet, mobiles and data, and AI that does defined work and reviews customer conversations.
Call answering and customer service operations are delivered by people where you need them. Where a business wants more than a product, Vantrel works out what should stay, what should change and what should connect, then implements it and manages it.
Conversation Intelligence & Automated QA
AI-powered contact-centre quality management and conversation intelligence
What it is: AI contact-centre QA and conversation analytics for contact centres and customer-service operations. What it finds: the moments in every conversation that match your quality, compliance and coaching criteria, with the evidence beside each. What teams do with it: QA leads, team leads, compliance and operations decide what to act on and see the trend. Why it matters: a hand-reviewed sample shows how a handful of calls went; the rest of them still happened.
Illustrative product viewConversation review · service call, 6 minutes
5 moments found- 01Required disclosurePresent
- 02Customer frustration risesSentiment
- 03Agent commits to a timeframeRisk
- 01Find the moments
Every conversation is reviewed against the criteria your team already uses: quality items, compliance and risk, sentiment, coaching, intent.
- 02Read them with the evidence
The flagged moment, the criterion it matched, and the context around it, beside each other.
- 03Your people act
QA leads, team leads, compliance and operations decide what to do and see the trend over time. Vantrel sets it up and shows how to read it.
The technology around the conversation
Four areas of business technology, supplied and run by Vantrel
A business can come for one thing: a phone system, a connection, a set of mobiles, an AI agent for one job. Vantrel supplies it, sets it up and runs it, with one named account owner after go-live. Where a business wants more than that, Vantrel takes on the decisions around the products.
Business Phone Systems
Cloud phone systems, Microsoft Teams calling and Webex calling, designed around how each site takes calls. Your numbers, including 1300 and 1800; call flows for reception, hours and overflow; porting; implementation and support. Two platform paths: Microsoft Teams Calling and Webex Calling.
Microsoft Teams CallingAI Voice Agents
AI voice agents take on defined business call workflows: answering defined call types, capturing caller details, common enquiries, and bookings, qualification and confirmations where configured. When an agent cannot continue, the call goes to a person with the context passed along.
AI voice agents for business callsBusiness Call Answering
AI answering, human answering, or both, with a defined path to a person. Delivered with Vantrel's own team and a partner team, on an Australian or an offshore team as you prefer, with 24-hour cover.
Contact Centre OutsourcingMobile & Data
Business mobile and data services selected around how your people work, where they work and how much connectivity they need; current plans and options confirmed during scoping. Business internet and connectivity: the connection at each site, chosen for what the site runs on it.
Business mobile and data for connected teamsBusiness internet: available by discussion; detail on request. Ask us.
How it connects
From a customer conversation to a decision your team makes
The phones depend on the site connection. An AI agent runs on the phone system and hands over to a person. Review reads the conversations the other layers carry. When those areas come from different providers, nobody holds the relationship between them. Vantrel designs across the four, so the dependencies are known and, where it is agreed, coordinated.
- 01ConversationA call, chat, email or ticket is captured on the channels you run.Voice · chat · email · tickets
- 02SignalThe review marks the moments that match your criteria: quality, compliance and risk, sentiment, coaching, intent.Moment detected
- 03ReviewYour QA lead, team lead or compliance person reads the moment with the evidence beside it.A person reads it
- 04ActionCoach, correct, record, escalate or change the process; the trend is read over time.Owner and next step
Technology health check
Not sure which area is the problem?
Eight questions, a result before any contact. No score: the result shows which areas are worth reviewing, with your own answers beside each.
How the work is done
Five stages, one named account owner after go-live
- Understand the environment. The sites, people, numbers, connections, mobiles and contracts the work touches.
- Define the problem. What has to change, what can stay, and what depends on what.
- Choose the architecture. The configuration, the platforms as platforms, and which existing providers stay.
- Implement. Configuration, porting and go-live.
- Operate and improve. Your other providers managed on your behalf where agreed; changes made as the business changes.
Talk through your setup
A phone system, a connection, mobiles, an AI job, conversation review, or all of it. Sites, users, numbers and contract end dates are enough to start.