AI Call Center Software for Inbound and Outbound Business Calls
An AI call center is not a chatbot with a phone number attached. It is a calling operation where AI agents and human reps share the same numbers, the same queues and the same call history – so a call can start with an agent, move to a person, and stay one conversation. Zemora builds that from two products: AI Voice for the conversation, and Zemora Connect for the telephony underneath it.
- Inbound and outbound handled by the same agent configuration
- IVR menus, ring groups, queues and business-hours routing
- Transcripts and recordings on every call, AI or human
- Multi-tenant SIP - isolated numbers and routing per team
Why this is different from putting a chatbot on a phone line
Most tools marketed as AI call centers are single-channel web chatbots with a voice wrapper. They can answer a question, but they are not part of your telephony: they do not sit in a queue, they cannot be transferred to an extension, they do not appear in call history, and a human cannot pick up where they left off.
A working call center needs the AI to be an actual participant in the call flow. That means the agent has an extension, sits in the routing plan alongside your reps, can transfer a live call to a person, and writes its calls into the same log everything else uses. That is the difference between an AI that answers phones and an AI call center.
Generic AI chatbot
One channel, usually web chat. No extension, no queue, no transfer path, no shared call history. A separate silo bolted onto the side of your phone system.
Zemora AI call center
Agents hold extensions inside your routing plan, sit in queues with your reps, transfer live calls to people, and log every call to the same shared contact record.
Two products, one calling operation
The conversation layer and the telephony layer are built separately on purpose.
Keeping them separate matters. Teams that already have a phone system can run AI Voice against it. Teams that want the whole stack replaced take Connect as well and get one place where numbers, routing, recordings and AI agents all live.
Zemora AI Voice
The conversation. Natural-language calling, discovery questions, qualification against your criteria, appointment booking, transcripts and sentiment. Currently in private beta.
- Sub-400ms median response latency
- Trained on your scripts and objections
- Clean handoff to a named human
Zemora Connect
The telephony. A multi-tenant cloud phone system giving each team its own numbers, extensions and call flows, with AI agents and reps sharing the same lines. Currently in development.
- Multi-tenant SIP PBX
- IVR menus, ring groups and queues
- Bring your own carrier or buy DIDs
Inbound call automation that does more than deflect
Deflection is the wrong goal for inbound. A caller who gets deflected is a caller who phones a competitor. The goal is resolution or a booking, and a human transfer for anything else.
An inbound agent answers on the first ring at any hour, establishes why the person is calling, and takes it as far as it can – answering the question, booking the appointment, or capturing the details and routing to the right queue. Overflow works the same way: when every rep is busy, the agent picks up instead of the caller hearing hold music for four minutes.
- Answers immediately, including outside business hours and at weekends
- Handles overflow when every human line is occupied
- Captures caller details and reason for calling on every call
- Books appointments during the call rather than promising a callback
- Transfers to the right rep, queue or ring group when a person is needed
Outbound call automation with consistent qualification
Outbound campaigns fail on consistency far more often than on volume. Call three hundred works differently from call three, lists get half-worked, and the reason a contact was dropped never gets written down.
An outbound agent runs the same script, the same discovery questions and the same qualifying criteria across the whole list, inside the calling windows you set, with retry rules you define. Every contact ends with a structured outcome and a reason, which means the list improves with each pass rather than being redialled from scratch.
- Same script and qualifying criteria applied to every contact on the list
- Calling windows respected in the contact local time zone
- Retry limits and spacing set per campaign
- Do Not Call list checks before dialling
- Structured outcome and reason captured on every attempt
Routing, queues and business hours
Call flows are built visually in Zemora Connect: IVR menus, ring groups, queues, business-hours routing and voicemail. AI agents are placed in those flows the same way a rep is – by extension – so you can send a queue overflow to an agent, put an agent first with a human fallback, or give the agent one number and leave everything else untouched.
IVR and menus
Route callers by intent before anyone picks up, or skip the menu entirely and let the agent establish intent in conversation.
Ring groups and queues
AI agents sit in queues alongside reps. Overflow, after-hours and holiday routing are configured per flow.
Business hours
Different behaviour inside and outside working hours – straight to a rep during the day, to an agent overnight.
Qualification, booking and customer service on the same calls
The agent asks your discovery questions, checks the answers against your criteria during the call, and records the decision with a reason. Qualified callers get booked or transferred; the rest are closed out cleanly. The mechanics are covered in full on the AI lead qualification page.
For service calls rather than sales calls, the same agent handles routine questions – order status, appointment changes, opening hours, basic account queries – and escalates anything it should not answer alone. It tells the caller when it is not sure instead of inventing an answer.
One call history for agents and humans
Every call produces a transcript, a recording and a structured outcome, on the same record whether the call was handled by an agent or a rep. That gives you one place to review what was said, spot recurring objections, and check the agent is representing the business the way you want.
Call data syncs to HubSpot, Pipedrive, GoHighLevel or a custom CRM, so the call log lives next to the deal rather than in a separate reporting tool.
- Transcript and recording on every call, AI-handled or human-handled
- Sentiment scoring to flag calls worth reviewing
- Structured outcomes written back to the CRM
- Retention configurable to 30, 60, 90 days or 12 months
Rules that apply to automated calling
We follow CRTC rules in Canada and the FCC Telemarketing Sales Rule in the US, including required disclosures and Do Not Call checks. Agents disclose that they are AI. For SMS in the US we are registered for A2P 10DLC with TCPA-compliant consent and automatic STOP and HELP handling. Encryption, access control and data residency are documented on the security overview.
AI call center questions
How is this different from a chatbot with a phone number?
The agents are participants in your telephony. They hold extensions inside the routing plan, sit in queues alongside reps, can transfer a live call to a person, and write into the same call history. A chatbot with voice attached does none of that.
Can AI agents and human reps share the same numbers?
Yes - that is the point of running AI Voice on top of Zemora Connect. Agents are placed in call flows by extension, the same way a rep is.
How many calls can run at the same time?
Each campaign carries a maximum concurrent calls setting. It is deliberately a ceiling: outbound volume that outruns the humans available to take transfers produces worse outcomes, not better ones.
Can I route calls differently inside and outside business hours?
Yes. Call flows support IVR menus, ring groups, queues, business-hours routing and voicemail, so you can send daytime calls to reps and overnight calls to an agent.
Are calls logged and reviewable?
Every call produces a transcript with speaker attribution and a structured outcome, whether it was handled by an agent or a rep, on the same contact record.
Can one business run several different agents?
Yes. Each agent has its own prompt, greeting, voice profile, language and capability flags, and each campaign is bound to one agent - so a support agent and an outbound sales agent stay properly separate.
What is the current product status?
AI Voice is in private beta with design partners. Zemora Connect, the telephony layer, is in development. A call center deployment today runs Voice against telephony you already have.
Talk through your calling setup
Tell us what happens to your calls today – who answers, what gets missed, where leads drop – and we will map what an AI call center would actually change.