Retire the phone tree. Keep the caller.
Pazau Voice answers every call in natural speech, resolves it with the same Procedures and Actions as chat, and transfers warm when a person should take over. Your human agents get real-time assist on every call they handle.
Callers say what they need. No menus, no “press 2”.
Pazau identifies the caller from caller ID (ANI) and your CRM, understands the request in one sentence, and either resolves it or routes it to the right queue with the reason attached. Meridian Mutual takes first notice of loss this way.
- 1“For claims, press 2.”
- 2“For auto claims, press 1.”
- 3“Enter your 12-digit policy number.”
- 4“I didn't get that. Please try again.”
- 5“Please hold for the next available…”
- 6Transferred · caller repeats everything
Fast enough that nobody says “hello?”
A voice agent that pauses for two seconds sounds broken. Pazau streams speech recognition, reasoning, and synthesis in parallel, and runs at the edge closest to your carrier. Callers can interrupt mid-sentence and the agent stops, listens, and adapts.
Sub-800 ms at p95
620 ms median from the caller's last word to the first audio byte.
Barge-in
Interrupt at any point. The agent yields within 180 ms at p95.
Noise-robust
Tuned for car speakerphones, wind, and 8 kHz PSTN audio.
Brand voices
Pick from 40 voices or clone an approved voice with consent.
- Carrier to edge45 ms
- Endpointing180 ms
- ASR finalization40 ms
- Procedure routing + context25 ms
- LLM time to first token190 ms
- TTS first audio byte85 ms
- Edge to caller + jitter55 ms
When a person takes over, they already know everything.
Transfers carry a spoken-word summary, the verified identity, the Trace, and what the caller already tried. Once your agent is on the line, Pazau transcribes in real time, surfaces the policy that applies, and queues the Actions the Procedure calls for.
- Warm or cold, your choice. The AI can stay on to introduce the caller, or drop off with a whisper summary to the agent.
- Real-time transcription. Streaming transcripts with speaker labels, visible to the agent and supervisor.
- Suggested answers with sources. Grounded in your knowledge base and cited, so agents can trust them.
- Compliance prompts. Required disclosures flagged before the call ends, and scored afterward in Insights.
- After-call work, done. Wrap-up notes, disposition codes, and CRM updates written for review.
“Provisional credit of $412.80 posts within 1 business day of filing, so it will land before the 1st.”
- file_dispute · 2 txns · $412.80
- block_card · ending 4471
- reissue_card · expedited
Take payments on the phone without taking card data into scope.
When the Procedure reaches a card step, Pazau pauses recording and transcription, masks DTMF tones, and hands digits straight to your payment gateway for tokenization. Tandem Credit Union runs card disputes and payments this way.
Automatic on card steps, or triggered by the agent. PCI DSS (SAQ-D) validated.
A second pass removes SSNs, dates of birth, and account numbers from audio and transcripts.
KBA, one-time passcodes, and ANI match, set per Procedure.
EU media and transcripts never leave Dublin and Frankfurt, even on failover.
- Call connected · recording on00:00
- Identity verified · KBA + one-time passcode01:52
- Payment step reached · PCI path in 60 ms03:07
- ASR + LLM streams paused · DTMF masked with flat tones03:07
- PAN tokenized in PCI-scoped component03:39
- Resumed · trace shows [payment captured, tok_9f…c2]03:41
- Redaction pass · 2 DOB, 1 SSN fragment removedpost
30+ languages, detected in the first sentence.
Callers can speak their language without choosing it from a menu. Pazau detects it, answers in it, and switches mid-call if the caller does. Transfers route to agents who speak it, with a translated summary if none are free.
Keep your carrier, your numbers, and your contact center.
Pazau Voice sits in front of, or inside, the telephony you already run. No number porting required.
Point any carrier or SBC at Pazau over SIP/TLS with SRTP. Keep your numbers and your contracts.
Connect Programmable Voice or Elastic SIP Trunking in minutes. Existing Studio flows can hand off to Pazau.
Run Pazau Voice as a bot connector inside Architect flows, with transfer back to Genesys queues.
Invoke Pazau from contact flows through Kinesis Video Streams. Agents stay in the CCP.
Hand calls to Pazau through a SIP transfer and return them with attached data to Five9 skills.
Use Pazau as a virtual agent in Studio scripts, with warm transfer and context to CXone agents.
- Signaling
- SIP over TLS · SRTP media
- Codecs
- G.711 μ-law/A-law · Opus · G.722
- Transfer
- SIP REFER · INVITE with UUI headers
- Context passing
- UUI, SIP headers, or API lookup
- Concurrency
- Autoscaling · no per-line licensing
- Recording
- Dual-channel · retention you set
- Regions
- US: Virginia, Oregon · EU: Dublin, Frankfurt
- Uptime SLA
- 99.9% Business · 99.95% Enterprise
“A claim starts on the worst day of someone's life. Now every caller gets answered right away, the claim is open before they hang up, and we can show a regulator that every single call was handled fairly.”
The details that make a phone channel work.
Outbound calls
Appointment reminders, claim updates, and callbacks, with consent and calling-window rules enforced.
Supervisor view
Listen live, whisper to agents, or take over an AI call. Every live call on one board.
Callback instead of hold
Offer a callback when queues spike. The AI calls back with the context already loaded.
Voicemail to ticket
Voicemails are transcribed, summarized, classified, and routed into Inbox as conversations.
Same Procedures as chat
Write the SOP once. Pazau adapts it for speech: shorter turns, spelled-out confirmations.
Consent and disclosures
Recording notices per state and country, and two-party consent handled automatically.
Voice questions.
Do we have to port our phone numbers to Pazau?+
How is latency measured?+
What happens to card numbers spoken or typed on a call?+
Can our human agents use Voice assist without the AI answering calls?+
How is Voice priced?+
Are calls used to train models?+
Hear it on your calls.
Send us 200 call recordings. We'll replay them through Pazau Voice and show you which ones it would have resolved, and how fast.