August–October 2025 Product Updates

By Alex Bisbe. October 31st 2025.

Over the last three months we’ve focused on tightening core reliability, closing feature gaps, and elevating VoiceB to enterprise-grade standards. The theme has been simple: eliminate friction, strengthen accuracy, and scale with confidence.

Below is a consolidated view of everything shipped from August to October.

---

1. Call Transfer — Completed & Fully Operational

The transfer feature is now fully implemented across all inbound flows.

What’s live:

• Stable SIP → Human Agent Transfer with confirmation tone

• Automatic event logging (Transferred = TRUE)

• Console integration showing: timestamp, destination, AHT pre-transfer

• Fail-safe timeout + retry logic

This closes a key blocker for telecom, utilities, and banking use cases.

Documentation: https://docs.voiceb.ai/call-transfer-redirect-calls-to-a-human-agent

---

2. Outcome System Overhaul — Accuracy First

We rebuilt the outcomes logic end-to-end to stop misclassification and give clients reliable reporting.

New outcome rules deployed (August–September):

• SOLD Triggered only when all required data fields are captured (per campaign config). This prevents over-reporting and aligns with Bysidecar/telecom requirements.

• DROPPED <15s Any call without customer interaction and below 15 seconds is now classified as DROPPED. Eliminates noise, tests, and accidental pickups from funnel metrics.

• SUPPORT / INVALID / NO INTEREST untouched but cleaned and normalized.

This has already reduced false positives and improved client trust in the AI outcomes.

---

3. Metrics Fixes & Additions (Urgent Blockers Closed)

We took the opportunity to reset how we calculate and display core KPIs.

New or fixed metrics:

• Accurate AHT (including/excluding transfer time)

• Call Length available in both dashboard & CSV

• Validated Calls excluding tests when toggled OFF

• Transferred Rate

• Real Conversion Rate based on valid sales interactions, not total traffic

All metric fixes are now fully rolled out for Vodafone, Primagas, AXA and test accounts.

---

4. Dashboard Cleanup — Corrected Calculations

The dashboard now operates on production-grade logic:

• All test calls are removed instantly when toggling “Exclude Tests”

• Aggregated KPIs (AHT, Valid %, Sold %, Transfer %) are now correctly weighted

• Duplicate calls filtered automatically

• Fixed “To:” calculations for hourly and daily breakdowns

• Unified timeline so that transcripts + metrics always match

This significantly improves reporting integrity and prevents back-and-forth with clients.

---

5. CSV Export — Expanded & More Useful

The CSV export now includes everything customers expect from a modern call-center analytics suite.

New CSV columns:

• Transferred (YES/NO)

• Call Length (seconds)

• Outcome (normalized)

• ASR Confidence

• Test Call (flag)

• AHT

• Timestamps (start, end, transfer event)

This closes the analytics gap and supports external BI pipelines.

---

6. Vanta Integration — ISO 27001 + SOC2 (Initiated)

We officially kicked off the full compliance track with Vanta.

What’s in flight:

• Automated monitoring of infrastructure

• Policies uploaded: Access control, Secure SDLC, Incident Response, Vendor management

• Device management enforced

• Internal audit preparation for SOC2 Type II

• Evidence collection for ISO 27001 Annex A controls

This pushes VoiceB into enterprise-ready territory and unlocks procurement for Tier-1 accounts.

---

7. Platform Stability Improvements (August–October)

We deployed multiple reliability upgrades across the system:

ASR/TTS Stability

• Rebalanced load across ElevenLabs + fallback

• Reduced voice drift issues

• Eliminated accidental “code reading” incidents with new guardrails

Agent Behavior

• Better recovery from long silences

• Improved objection routing

• Tiered confidence-based re-prompts

Data Collection

• Stricter validation of phones, emails, ID numbers

• Removal of partial/ambiguous data capture

These fixes materially improved conversion and customer perception.

---

8. New Public Status Page — Live SLA Tracking

We launched status.voiceb.ai a real-time public status page that gives customers full transparency into platform performance and uptime. The page tracks:

• 99.99% SLA across all core services

• SuperVoice uptime

• SuperQualification uptime

• API health

• SIP/Twilio connectivity

• Incident history and live updates

This rolls out enterprise-grade visibility and strengthens trust with high-volume telecom, utilities, and financial clients.

---