Overview
skyVoice is a human-like AI that manages inbound and outbound calls instantly. It delivers verticalized, PHI-aware voice automation with built-in IVR menus, intelligent call routing, lead capture, and CRM integration — reducing hold times and manual phone work while keeping humans in the loop for complex cases. Every call is recorded, transcribed, summarized, graded, and written back to the CRM, so the phone stops being a black box and becomes a measurable channel alongside web and email.What It Does
AI Voice Agent
Voice AI agent that answers and places calls for common workflows: intake and screening, insurance verification, appointment reminders, referrals, billing questions, and basic triage. Each agent supports configurable intake questionnaires tailored to your workflows, with customizable voice selection so different departments can have distinct AI personalities. Agents are built from reusable skills, each carrying its own objective and context variables so the same capability can be reused across queues without duplicating prompts.
IVR & Smart Routing
Configurable touch-tone (DTMF) phone menus and AI-powered virtual receptionist agents that detect a caller’s reason for calling and route them to the right department — no hold time and no human operator needed. Supports multi-level routing alongside conversational AI routing for a natural caller experience. Callers can also be routed directly to a preferred representative at the greeting, bypassing queues entirely. Business hours are set per queue, including schedules that run across midnight, and each queue chooses its own after-hours behavior.
Rep Availability & Out-of-Office
Representatives can be marked out of office with a return date, an admin-written message, and a covering colleague. When a caller asks for someone who is away, the agent says so, reads the message and the return date, and asks whether the caller would rather leave a voicemail or be connected to the covering rep — it never transfers silently or invents a destination. Queues can also rotate incoming calls round-robin across their assigned reps so the load is shared evenly.
Lead Capture & CRM Sync
Automatically creates leads from intake calls and syncs them to your CRM — including skyAdvisor, Salesforce, HubSpot, and Dazos, plus the Alleva EHR. Includes customizable lead status pipelines, rep assignment, and bulk CSV import. Every lead entry includes a validated caller phone number with standardized normalization across all forms — placeholder or contact-less entries are blocked at the source, keeping CRM data clean and follow-up reliable. Failed syncs are retried and alerted rather than silently dropped, and returning callers are recognized by phone number so the agent can greet them by name with their prior history in hand.
Outbound Campaigns
Launch AI-powered outbound calling campaigns with uploaded contact lists, flexible scheduling, and automatic retry logic. Pre-load caller context so the AI agent picks up where a previous conversation left off — no repeated questions, just personalized follow-up at scale. Answering machines are detected and given a recorded voicemail instead of a wasted retry, every campaign call links back to its call record for reporting, and completed calls can post results back to your systems with a deep link straight to the call.
Smart Escalation
Escalates to human staff via warm transfer with full context — the AI patches the caller through while staying connected as a silent listener, so nothing is lost in the handoff. If the primary contact does not pick up, the call rolls over to a backup escalation number, announced to the caller first and screened with a whisper so the receiving staff member knows what is coming; only if that also fails does the caller reach voicemail rather than a dead line. Multi-party conferences let the agent bring several people onto the same call. After-hours calls are handled with customizable voicemail and overflow actions honored immediately, and crisis situations are detected in real time and immediately routed to the 988 Suicide and Crisis Lifeline.
Voicemail Management
A shared voicemail inbox with search, owner and status filters, and a detail view for each message showing the recording alongside an automatic transcript. Voicemails are filed for every recording — including calls that fall to voicemail because a transfer, forward, or direct-rep patch did not connect — and can be forwarded to another team member, transferring ownership. Queues can auto-email new voicemails to a notification list, and the rep a caller was trying to reach is notified automatically when a patch attempt ends in voicemail.
Unified Data Access
Connected to unified data in the Skypoint platform for real-time information access during calls, including insurance eligibility verification, patient records, and appointment data. The AI agent pulls and validates information on the fly to resolve calls faster.
Intelligent Processing
Handles intent detection, data lookups (e.g., coverage, appointment data), and workflows (e.g., capturing pre-visit details) without a human operator. Ambiguous or unclear answers are asked again rather than recorded as confirmed, and spoken emails and phone numbers are read back and validated before anything reaches your CRM.
Voice Quality and Tuning
How an agent sounds is configurable per instance and per agent, so a discovery-led sales conversation and a structured clinical intake can each run the way they need to.
Callers also get honest behavior when something goes wrong: if the voice model drops mid-call, the agent apologizes out loud instead of leaving dead air, transfer and callback numbers are spoken digit by digit, and long-running calls are wound down gracefully rather than cut off.
Call Quality and Prompt Optimization
Call Grading
Every call is scored against configurable rubrics, including a dedicated funnel rubric for intake calls and coverage for calls that go direct to a rep or are forwarded out. Supervisors can override a grade by hand, and auto-tag rules re-apply on the override so downstream reporting stays consistent.
Prompt Evaluation
An evaluation workspace that scores an agent’s prompt and intake questions across named quality dimensions and returns a suggested rewrite as a diff to accept or reject. Nothing is applied automatically — every suggestion is a draft a human reviews.
Evidence from Real Calls
Findings are backed by your own call data rather than opinion: metrics-based findings drawn from real call outcomes, and mined transcript excerpts showing exactly where callers hesitated, asked why, or had to be asked twice.
Prompt Versioning
Prompts and intake questionnaires are versioned, and every call records the version that handled it — so you can answer whether the last change actually helped, and roll back if it did not.
Reporting and Data Delivery
Call Analytics
Dashboards for call volume, outcomes, average handle time, routed department, intent mix, and lead conversion, with date filters anchored to each customer’s own timezone and an explicit quick-range control so a report always covers the period you picked.
Marketing Attribution
Dynamic number insertion links web campaigns to phone calls, and calls arriving through forwarded tracking numbers are resolved back to the marketing source and location that produced them. Source and location appear as columns and filters on the call list and as breakdowns in analytics, managed from an editable source map.
Scheduled Exports
Build a call, lead, or campaign export once and have it delivered on a schedule — downloaded from the app or emailed as an attachment with Skypoint branding. Saved export configurations can be reviewed after creation, and date ranges include the whole final day.
Cost and Usage
Per-call cost tracking with a pricing dashboard covering usage by model and by instance, plus an editable rate table so finance sees spend attributed to the calls that generated it.
Rep Performance
A per-rep answer-rate report showing who was actually dialed and who picked up, so routing and rotation can be tuned against real behavior rather than assumptions.
Recordings and Transcripts
Recordings and full transcripts are captured for the AI portion of a call and for the human conversation that follows a transfer or forward, with authenticated download and shareable links for review.
Compliance and Governance
Built for regulated care settings, with the controls enforced on the server rather than left to the AI to remember.Consent and Recording
Recording is enabled per queue and gated on spoken consent. The agent takes a real consent turn and waits for an answer, honors “continue without recording” and any phrasing of a decline, carries the caller’s choice across a receptionist or IVR handoff so they are never asked twice, and enforces revocation immediately.
Healthcare Privacy
HIPAA-aligned handling with signed BAAs, 42 CFR Part 2 consent for substance-use information, PII masking, field-level encryption of sensitive data, and full audit logging. Recording and voicemail media are purged on your retention schedule.
Outbound Compliance
Do-not-call and opt-out suppression with a spoken acknowledgement when a contact opts out mid-call, a configurable quiet-hours window with per-state rules, and the consent basis recorded on every outbound attempt.
Safety Gates
Crisis language is detected during the call and handled deterministically on every conversation path, with an immediate, honest referral to the 988 Suicide and Crisis Lifeline. Do-not-hospitalize and goals-of-care escalations fail closed to a human.
Roles and Access
Role-based access control down to the navigation a user sees and the voicemails they can open, scoped to the instance they are assigned to. Access can be revoked for one instance without deleting the user or their other assignments.
Single Sign-On
Shared sign-on across Skypoint applications with an app switcher in the navigation, so staff move between skyVoice and the rest of the suite without signing in again.
Why It’s Needed in the Market
Call centers and front offices in provider groups, health systems, and senior living communities struggle with:- High call volume overwhelming staff
- Staffing shortages affecting service levels
- Inconsistent caller experiences
- Missed after-hours calls and lost leads
- Lack of marketing attribution for phone calls
Key Metrics It Moves
Call Handle Time & Abandonment
Reduced wait times and dropped calls. AI agents answer instantly with no hold queues, handling routine calls end-to-end and freeing staff for complex cases.
First-Call Resolution
Higher rates via data-aware, AI-driven interactions. Real-time access to patient data, insurance eligibility, and appointment information means more issues resolved on the first call.
Front-Office FTE Load
Fewer manual calls per staff member. AI handles intake, screening, routing, and follow-up — letting your team focus on cases that need a human touch.
Patient/Resident Satisfaction
Smoother phone experiences improving CSAT/NPS scores. Callers get immediate answers, consistent service, and seamless handoffs when they need a real person.
Lead Conversion Rate
Automated lead capture and CRM sync ensure no caller falls through the cracks. Every intake call becomes a tracked lead with rep assignment and follow-up workflows.
Marketing ROI & Call Attribution
Dynamic number insertion links web campaigns to phone calls for closed-loop attribution. Track which channels drive calls and measure true campaign ROI across digital and voice.
Missed Calls & Voicemail Turnaround
No call dead-ends. Failed transfers, after-hours calls, and unanswered rep patches all land in a tracked voicemail inbox with a transcript and an automatic notification to the right person.
Agent Quality Over Time
Graded calls, versioned prompts, and evidence-backed evaluation turn agent quality into something measured and improved deliberately rather than tuned by guesswork.