Outbound Calling

Overview

Outbound Calling is a shared AI voice-calling capability that several parts of the platform can use. Sales, marketing and recruiting all enqueue calls through the same service. It runs live AI conversations, enforces compliance checks before each dial, stores transcripts and outcomes and reports campaign performance. It serves businesses doing outbound phone outreach who want the scale of automation without the legal exposure that careless calling creates.

Challenges

Sales, marketing and recruiting each needed outbound calling and each was on track to build its own calling logic. Three sets of duplicated infrastructure would be expensive to maintain and impossible to keep consistent. Placing live calls without rigorous pre-dial checks exposed the business to serious compliance risk around calling windows, opt-outs, duplicate attempts and state-specific telemarketing rules. There was no reliable safeguard stopping dials to mobile and residential numbers. Calls could reach consumers the campaign was never meant to touch. The outbound work was also tangled into an existing inbound phone-agent remediation effort so neither project could ship on its own timeline. Calls produced unstructured outcomes. No transcripts, no classification, no conversion signals and no cost accounting fed back into CRM and campaign workflows. Campaign leaders had no visibility into connection rates, conversion rates, volume or cost per call. They couldn't judge whether outreach was working at all. Cold-email and recruiting sequences stalled whenever prospects simply did not reply. And without a single source of truth for scripts each campaign, persona and language risked drifting into inconsistent talk tracks.

Solution highlights

We built one shared calling substrate rather than three. A reusable call-enqueue client library and shared voice-core layer let sales, marketing and recruiting place calls through the same service. A commercial voice-orchestration platform powers the natural responsive AI conversation. The centrepiece is a pre-dial compliance gate that runs before each single call. It enforces calling windows, duplicate-attempt throttling, internal opt-out checks, carrier lookup, phone-type verification and state-specific business telemarketing rules. Phone-type verification is mandatory on each dial and non-business-landline results are blocked outright. National do-not-call scrubbing acts as a secondary safeguard. Campaign integration escalates cold-email prospects to a call after a configurable number of unanswered attempts. Recruiting outreach is queued for organisations that never replied by email. Scripts live in a vector database with versioning and retrieval per campaign, persona and language. That supports multi-language audio and dynamic targeting by audience segment and campaign goal. After each call transcripts are stored, outcomes classified, conversion signals extracted and costs accounted. So each call becomes structured data written back into CRM and campaign workflows. Analytics dashboards report connection rate, conversion rate, call volume, cost per call and total campaign cost.

Key Features

• Shared outbound calling substrate used by sales, marketing and recruiting
• Reusable call-enqueue client library and voice-core layer
• Natural responsive AI voice conversation via a commercial orchestration platform
• Pre-dial compliance gate covering calling windows, opt-outs, duplicates and state rules
• Mandatory phone-type verification and carrier lookup before each dial
• National do-not-call scrubbing as a secondary safeguard
• Automatic call escalation after configurable unanswered cold-email attempts
• Recruiting follow-up queue for organisations that did not reply by email
• Vector-database script management with versioning per campaign, persona and language
• Multi-language audio and dynamic targeting by audience segment and goal
• Post-call transcript storage, outcome classification, conversion signals and cost accounting
• Analytics dashboards for connection rate, conversion rate, volume, cost per call and total spend

Our Role & Approach

Our role was to make outbound calling safe enough to run at scale and the architecture reflects that priority. The compliance gate isn't an optional check a campaign can skip. It sits in the dial path so a call cannot be placed without passing it. Phone-type verification runs on each target number rather than being sampled. We deliberately limited the first release to publicly listed US business landlines and blocked mobile and residential numbers entirely. An unbounded scope here means an unbounded compliance surface. We centralised the enqueue and voice-core layers specifically to stop three teams building three versions of the same risk. And we decoupled the outbound work from the ongoing inbound remediation so each could ship on its own timeline. The voice-core library was designed for reuse in a future inbound migration.

Technology Stack

Architecture: outbound phone-agent module, reusable client library, shared voice core library. AI and voice: commercial voice-orchestration platform, pretrained LLM, speech recognition, speech synthesis, voicemail detection. Integrations: CRM writeback, carrier lookup, do-not-call compliance vendor, federal and state DNC registries. Compliance: pre-dial compliance gate, business-landline verification, opt-out handling, calling-window checks.

Outcomes

Teams across sales, marketing and recruiting place outbound calls through one shared capability. Three parallel builds of the same infrastructure are gone. Each call passes a compliance-first workflow before it is placed. Opt-outs, calling windows, duplicate attempts and state rules are enforced automatically rather than depending on someone remembering. The platform reliably stays inside its intended audience. Mobile and residential numbers are blocked and calls are limited to publicly listed business landlines. Cold-email and recruiting campaigns don't stall on non-responders any more. They escalate automatically to a phone call after a configurable number of unanswered attempts. Conversations feel natural and responsive and they can run in multiple languages using campaign, persona and language specific scripts. Script content stays consistent and current through versioned retrievable management. Each call leaves a structured record with transcript, outcome, conversion signal and cost. That record flows straight back into CRM and campaign workflows. Campaign owners get clear operational and cost visibility. The effort shipped on its own timeline and left a reusable voice foundation ready for future inbound work.