How a Telecom MSP Replaced Their Customer Service Team with VoiceInfra AI Agents
A telecom MSP with operations across the US and India replaced their human customer service team with VoiceInfra AI voice agents. The agents handle new connection inquiries, troubleshooting, incident reporting, and intelligent call transfers to known extensions. The MSP now resells these same AI-powered services to their own customer base across healthcare, staffing, real estate, and SaaS.
99%+
Call Answer Rate
Nearly every inbound call answered
<3s
Answer Time
Sub-3-second response on inbound calls
0
Hardware Changes
Deployed via SIP, no new infrastructure
6+
Verticals Served
Healthcare, staffing, real estate, finance, education, SaaS
The Challenge
The MSP runs PBXware from Bicom Systems along with FreePBX and Asterisk-based deployments for their own operations and their customers. Operating across US and India time zones meant customer service coverage gaps during off-hours. Their human team handled new connection inquiries, troubleshooting, incident reports, and extension transfers, but scaling meant proportional hiring. Their own customers were asking for AI capabilities, but building an AI voice agent platform from scratch would require years of development.
They needed a proven AI voice agent platform that could connect to PBXware, FreePBX, and Asterisk systems via SIP, deploy internally first, then package as a resellable service for their own customer base.
The Solution
The MSP connected VoiceInfra AI voice agents to their PBXware and FreePBX deployments via SIP trunk interface. No hardware changes, no carrier switch. They pointed the SBC to VoiceInfra and AI agents started answering calls across all their Asterisk-based systems.
VoiceInfra AI Inbound Agents handle the full conversation flow: greeting, intent recognition, qualification and data collection, and intelligent transfer to the correct PBX extension with full conversation summary. The AI was trained on their specific service catalog: new connection requests, service troubleshooting, incident reporting, extension directory, and billing inquiries.
VoiceInfra AI Outbound Agents handle appointment reminders, lead follow-up campaigns, and proactive customer outreach. Every call is auto-transcribed with CRM integration.
The MSP then packaged these same capabilities as a resellable service for their own customers, offering AI Inbound Agents, AI Outbound Agents, Call Transcription, and Voicemail Transcription as add-on services across healthcare, staffing, real estate, finance, education, and SaaS verticals.
Outcomes
Every inbound call answered
No hold time, no missed calls, no after-hours voicemail backlog across US and India operations.
Intelligent intent recognition and routing
AI correctly classifies caller intent and routes to the correct workflow or human extension with full context.
Same-day deployment via SIP integration
Connected to PBXware, FreePBX, and Asterisk systems without hardware changes or carrier switch. Agents live within hours.
New product line from existing infrastructure
Packaged AI voice agents as a resellable service for MSP customers across multiple verticals.
Looking Ahead
With internal deployment proven, the MSP is expanding AI voice agent services to their healthcare, staffing, and real estate customers. New workflows are being added for each vertical: appointment booking for clinics, candidate screening for staffing agencies, and property inquiry handling for real estate firms. The same VoiceInfra architecture supports all of them without replatforming.
Key Takeaways
Deploy internally before selling
The MSP replaced their own customer service team first, proving the technology before packaging it for resale.
SIP means zero infrastructure changes
VoiceInfra connects to PBXware, FreePBX, and any Asterisk-based system via SIP trunk. No hardware, no carrier switch. Point the SBC and go live.
AI agents are a product, not just a tool
The MSP created a new revenue line by reselling the same AI voice agent capabilities to their own customers across multiple verticals.
Features That Made This Possible
Multi-Vertical Resale
The MSP packages and resells VoiceInfra AI agents to their own customers across healthcare, staffing, real estate, finance, education, and SaaS.
Frequently Asked Questions
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