Overview
We built a shared outbound AI voice-calling capability that any platform module can use to enqueue calls, run live AI conversations, and enforce pre-dial compliance. We delivered it as a reusable substrate, complete with transcript storage, outcome classification, and campaign performance reporting, so sales, marketing, and recruiting stop duplicating calling logic.
Challenges
- Sales, marketing, and recruiting each needed outbound calling, but every module was on track to build its own calling logic, creating duplicated infrastructure that was costly to maintain and keep consistent.
- Placing live calls without rigorous pre-dial checks exposed the business to serious compliance risk around calling windows, opt-outs, duplicate attempts, and state-specific telemarketing rules.
- There was no reliable safeguard preventing dials to mobile and residential numbers, risking calls to consumers the campaign was never meant to reach.
- Outbound work was tangled into an existing inbound phone-agent remediation effort, so neither project could ship on its own timeline without dragging the other along.
- Calls were producing unstructured outcomes with no transcripts, outcome classification, conversion signals, or cost accounting to feed back into CRM and campaign workflows.
- Campaign leaders had no visibility into connection rates, conversion rates, call volume, cost per call, or total campaign cost, making it impossible to judge whether outreach was working.
- Cold-email and recruiting sequences stalled whenever prospects and organizations simply did not reply, with no automated way to escalate to a phone call.
- Without a single source of truth for scripts, every campaign, persona, and language risked drifting into inconsistent or outdated talk tracks.
- Unbounded scope (international calling, consumer numbers, global DNC) threatened to balloon the compliance surface far beyond what the initial release could safely support.
Solution highlights
- We built an outbound live phone-call capability for configured campaigns, powered by a commercial voice-orchestration platform for natural, responsive AI conversations.
- We shipped a reusable call-enqueue client library and shared voice-core layer so sales, marketing, and recruiting modules all call the same substrate instead of reinventing it.
- We added a pre-dial compliance gate enforcing calling windows, duplicate-attempt throttling, internal opt-out checks, carrier lookup, phone-type verification, and state-specific business-telemarketing rules.
- We made phone-type verification mandatory before every dial and added United States DNC scrubbing as a secondary safeguard, blocking non-business-landline results outright.
- We integrated campaign-triggered follow-up calling, automatically escalating cold-email prospects after a configurable number of unanswered attempts and queuing recruiting outreach to organizations that never replied by email.
- We delivered vector-database-backed script management with versioning and retrieval per campaign, persona, and language, plus multi-language audio and dynamic targeting by audience segment and goal.
- We added post-call transcript storage, outcome classification, conversion-signal extraction, and cost accounting so every call becomes structured data written back into CRM and campaign workflows.
- We built analytics dashboards reporting connection rate, conversion rate, call volume, cost per call, and total campaign cost for clear operational and financial visibility.
- We designed the voice-core library for reuse, deliberately scoping the first release to publicly listed US business landlines so a future inbound voice migration can build on the same substrate.
Outcomes
- Teams across sales, marketing, and recruiting can place outbound calls through one shared capability, eliminating duplicated calling infrastructure across modules.
- Every call passes a compliance-first workflow before it is placed, so opt-outs, calling windows, duplicate attempts, and state rules are enforced automatically rather than left to chance.
- The platform reliably stays within its intended audience, blocking mobile and residential numbers and limiting calls to publicly listed US business landlines.
- Cold-email and recruiting campaigns no longer stall on non-responders, automatically escalating to a phone call after configurable unanswered attempts.
- Conversations now feel natural and responsive, and can run in multiple languages using campaign-, persona-, and language-specific scripts and voices.
- Script content stays consistent and current across campaigns thanks to versioned, retrievable management per campaign, persona, and language.
- Every call leaves a structured record (transcript, outcome, conversion signal, and cost) that flows directly back into CRM and campaign workflows.
- Campaign owners gain clear operational and cost visibility through dashboards for connection, conversion, volume, cost per call, and total spend.
- The outbound effort ships on its own timeline, decoupled from inbound remediation, while leaving a reusable voice-core foundation ready for a future inbound migration.