The phone line, as a platform.
The platform the Voice agents practice deploys for its clients: telephony integration, multilingual speech, a governed language model, a policy engine that decides what the agent may do, and a warm handover to people — packaged so a second, third and tenth service line can be added without starting again.
ما هو
Every voice engagement builds the same foundations: carrier integration, speech recognition tuned per language, a policy layer between the model and the systems it acts on, consent and recording handling, evaluation and quality review. The platform is those foundations, built once and licensed to the enterprise that runs them.
It is licensed to enterprise clients, inside an engagement or on its own, and deployed where the client's data must live: a Swiss, European or US region, the client's own premises or a national cloud.
It is not a consumer product and is not self-serve. A voice line for a bank, an insurer or a ministry is configured, tested and released through gates, with the practice or the client's own team at the controls.
القدرات
Telephony
Multilingual speech
Policy engine
Warm handover
- Telephony
- SIP trunking with existing carriers, number management, routing, queueing and failover to the existing contact centre.
- Multilingual speech
- Recognition and synthesis for Arabic dialects and Modern Standard Arabic, Swiss German recognition with Standard German replies, French and English, with mid-call language switching.
- Governed language model
- Model selection per deployment, including models running inside the client's data plane; prompts and tools versioned and released through the same gates as code.
- Policy engine
- A rules layer outside the model that decides what the agent may execute, at which verification level and within which limits.
- Identity verification
- Knowledge-based checks, one-time codes over a second channel, and consented voice verification, mapped to transaction risk.
- Consent and recording
- Recording notices, consent capture and evidence, retention schedules and deletion, configured per jurisdiction.
- Warm handover
- Transfer to a person with transcript, verified identity and intents attached; handover rates measured per intent.
- Integrations
- Adapters for core banking, policy administration, scheduling, ticketing and customer-record systems, or a connection to the client's integration layer.
- Evaluation harness
- Recorded and synthetic test calls per intent and language, run on every release, with thresholds that block a release that fails.
- Quality review
- Transcripts, outcomes, latency and quality scores per call; sampled human review with a rubric; drift alerts.
الضوابط المؤسسية
- Data-plane deployment
- Audio and transcripts stay in the plane the client chooses; the control plane holds policy and metrics only.
- Release gates
- No prompt, policy or model change reaches callers without passing the evaluation set.
- Access and audit
- Role-based access for operators and reviewers; every configuration change logged with who and when.
- Retention
- Recording and transcript retention set per jurisdiction and per intent, enforced automatically.
- Sub-processor policy
- Every speech, model and telephony provider disclosed with its location; clients may restrict the set.
التكامل
- Carrier and contact-centre integration through SIP and the client's existing routing.
- Core systems through the client's integration layer or governed adapters.
- Identity providers for operator access; observability exported to the client's monitoring.
الترخيص
- ترخيص مؤسسي
- Licensed to the enterprise with the hosting or deployment choice, a data-processing agreement, named support and a service-level schedule.
- تديره Altuon
- Operated by the Voice agents practice under an engagement, including the monthly improvement cycle.
الأمن
- Encryption in transit and at rest; audio and transcripts never leave the chosen data plane.
- Adversarial testing — prompt injection over voice, social engineering, out-of-policy requests — in every release gate.
- Independent penetration testing on a fixed cadence, with reports available under a non-disclosure agreement.
أسئلة تطرحها المشتريات
Can we license the platform without an engagement?
Yes, under an enterprise licence, provided the client's team has been trained to operate the release gates and the quality review. Most clients begin with the practice at the controls and take them over as their team grows.
Which languages are supported?
Arabic dialects (Levantine, Gulf, Egyptian) and Modern Standard Arabic, Swiss German recognition with Standard German replies, French and English. Additional languages are added per deployment through the same evaluation discipline.
Where does the audio go?
Into the data plane the client chooses — Swiss, EU or US region, on-premises or a national cloud. Speech and language models run inside that plane; the control plane never holds audio or transcripts.
How is the agent stopped from acting outside policy?
A policy engine outside the model decides what may be executed and under which verification. The model proposes; the policy decides; sensitive actions require verification first.
What does leaving look like?
The platform runs in your plane; conversation designs, policies and evaluation sets are yours. Under the licence terms the software continues to run for the agreed period while your team or another operator takes over, with the runbook and documentation handed over.
Ask for the platform terms.
Request a proposal for an enterprise licence or a managed deployment, and the Voice agents practice will answer with the options for your data plane and languages.