VocalX®Communication Platform
HUEN
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Omnichannel customer communication

Every customer
Every channel
One platform

Phone, email, chat and video in one place. VocalX® connects customer communication, case management and AI, so your team works faster, more transparently and with less admin.

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  • Cloud or your own data centre
  • Tuned for Hungarian
  • Local team and support
per day 3,000–4,500calls a day at one large institution
in 2025 650,000+calls in 2025 in the nationwide patient routing service alone
in one month ~69,000calls in the busiest month of patient routing
per month ~30,000different callers in patient routing

Daily call volume of one large institution; the other figures are from the nationwide patient routing service within it, in 2025. VocalX® TeleMed

One customer journey

One customer journey
From first contact to resolution

Calls, emails and chats follow the same path. Click a step to see the screen behind it.

Smiling agent with a headset in a contact centre
01 / 05

Every channel

Calls, video, email, web chat and messages arrive in the same queue. The VoiceBot can take the first round.

  • VoiceBot on the front line
  • Web chat widget
  • Caller identification by number
02 / 05

Visual call flows

Menus, opening hours, public holidays and priorities, with no coding.

  • Recorded or text-to-speech prompts
  • Data lookups in external systems
  • VIP and returning callers
03 / 05

Fewer abandoned calls

Callers hear their position in the queue and can ask for a callback.

  • Position and estimated wait
  • “Press 1” callback
  • Virtual hold
04 / 05

Agent workspace

Caller data while it rings, transfer, case and task, in the browser or the Android app.

  • Caller data while ringing
  • Blind or consultative transfer
  • Case, task, voice note
05 / 05

Data from every call

Transcript, summary, quality score and reports, automatically.

  • AI quality assurance
  • Satisfaction survey
  • Scheduled PDF reports
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Illustrations with sample data.

Omnichannel case management

The conversation may end
The case does not

The customer calls, later writes an email, then asks in chat? VocalX® links the requests, so the agent sees the history, the tasks and the next step on one screen.

  • One case, every channel. Calls, emails and chats on one timeline, with recording and transcript.
  • Owner and deadline. Assignment to an agent or group, case SLA, escalation before expiry.
  • Caller flags. “VIP”, “legal action”, “do not call”: every agent sees them on the next call.
Speech analytics and AI

Useful knowledge from thousands of conversations

VocalX® AI speech analytics produces a transcript, a summary and a quality score automatically. Managers spot recurring problems sooner, and agents spend less time on admin.

Transcript · 4 min 38 s · Test resultsAI analysis ready
Agent

Good morning, how can I help?

Caller

I’m calling about the results of my blood test last week.

Agent

Could you give me your patient ID?

Caller

Yes: [ID redacted]

Agent

Thank you. Your results are ready and will be on the portal from Thursday.

Summary

Caller asked about test results. Informed that results are available on the portal from Thursday. No callback needed.

Topics
Test resultPatient portalResolved on first call
Sentiment
Neutral → satisfied
Quality score
Greeting, identification5
Understanding the issue4
Resolution5
Tone4
Closing3

Illustration with sample data.

  • Transcripts tuned for Hungarian. Numbers, names and terminology with your own vocabulary.
  • Personal data redaction. IDs and card numbers are masked before analysis.
  • AI quality assurance. Scores on five criteria with reasons, based on your own criteria.
  • Custom analysis. Ask your calls questions, for example: “Why did people cancel their appointment?”
Call routing

Your own team edits the call flow

Opening hours, public holidays, menus and call routing, without IT development, in a visual editor.

  • Hungarian holiday calendar built in. Easter and Whitsun are calculated automatically every year.
  • Emergency closure with one switch. Supervisors switch to on-call or an information message without republishing, with an audit log.
  • Test before you publish. Enter a date and a key sequence to see where the call would go.
Call flow · Central appointmentsv14 · published
Inbound+36 52 ••• 222Inbound numberDID
ScheduleOpening hours Mon–Fri 7:30–16:00Public holiday: closed · on-call3 branches
SwitchEmergency closureSet by supervisoroff
Menu“For appointments, press 1…”3 options · repeat 2× · timeout 6 sDTMF
Queue1 · AppointmentsPriority 5 · callback offer after 3 minqueue
Queue2 · Test resultsPatient ID captured, shown to the agentqueue
Queue3 · Prescription renewalOut of hours: voicemailqueue

Illustration with sample data.

Supervision and reporting

See what is happening in your contact centre
In real time

Queues and agents live, listen-in with one click, and reports from the same data as the live view.

  • SLA targets per queue. For example, 80% answered within 20 seconds, broken down by day and half hour.
  • Listen, whisper, barge. For coaching and sensitive calls, unnoticed by the caller.
  • Scheduled reports. PDF and Excel, with a monthly archive, emailed to management.
Product family

When the phone is not enough

Four tools in the same agent workspace, linked to the same case.

CallerI need to move my Thursday appointment.
VoiceBotOf course. To identify you, please tell me your date of birth.
Caller12 March 1984.
VoiceBotThank you, Anna Kovács. Instead of your internal medicine appointment on Thursday at 10:30, would next Tuesday at 9:40 or Wednesday at 14:20 suit you?
Caller number and date of birth match · appointment moved without an agent
VocalX® VoiceBot

Service even when every agent is busy

A virtual assistant that speaks Hungarian, handles simple requests and hands over to an agent with the full conversation.

  • Day and night, no waiting
  • Appointments, status, balance from external systems
  • Handover to an agent with a summary
EN · CALLERI’d like to know when my test results will be ready.Szeretném tudni, mikor lesz kész a leletem.
HU → EN · AGENT’S REPLY, READ ALOUDCsütörtöktől elérhető a portálon.It will be available on the portal from Thursday.
VocalX® LingoBridge

Speak different languages – understand each other

Live interpreting in the call: the agent reads and answers in Hungarian, the caller hears their own language.

  • Live captions in original and translation
  • Reply suggestions for the agent
  • Translated reply read aloud to the caller
Damaged car at an accident scene
Live video · customer’s phone 3 images attached to case
VocalX® SnapView

Let the customer show the problem, without a site visit

A link by SMS, the customer shows the scene with their phone camera, and the screenshots go straight to the case.

  • Claim inspection without a site visit
  • Time-stamped screenshots on the case
  • Runs in the browser
Woman on a video call at her laptop in an office
Video call · 08:14
VocalX® Face2Face

From a phone call to a video consultation in one click

For remote consultations, personal advice and complex cases, via a link with nothing to install.

  • Link by SMS or email
  • Started from the agent workspace
  • Logged on the case timeline
Integrations

No need to replace your existing systems

VocalX® connects phone and digital communication with your existing CRM, case management and business systems. Data can flow between them automatically.

Connections are set up for each customer during rollout.

Security and compliance

Your data
Your rules

Built for healthcare, financial and insurance data.

Own infrastructure

In an environment we operate, or in your own data centre. Speech recognition can run without an external provider.

Data masking

IDs and card numbers are hidden before analysis.

Role-based access

Everyone sees only their own organisation’s queues.

Full audit trail

Who viewed, changed or played back what, time-stamped and searchable.

Solutions

Shaped around the processes of your industry

Same platform, different set-up. We start from ready-made flow templates and adapt them to your customer journeys.

Other areas where VocalX® is at home

  • Utilities and energy
  • Local government and public services
  • Banking and financial services
  • Telecoms and internet providers
  • Logistics and courier services
  • E-commerce
  • IT helpdesk and managed services
  • Higher education admissions
  • Travel and tourism
  • Pharmacy chains
  • Property and facility management
  • Car dealerships and service centres
Server racks in a data centre
More than30+ yearsin telecoms
AB Telecom Kft.

Our own development
Our own expertise
Real responsibility

VocalX® is a customer communication platform developed in Europe by our own team, not a rebranded or white-label version of someone else’s software. We build on proven open telephony technology, but we design, develop and operate the platform ourselves, backed by AB Telecom’s more than 30 years in telecoms. So we don’t just provide support: we shape the system directly around our customers’ needs.

Own telephonyLines, number porting and voice quality in one hand.
Cloud PBXOffice and home-office extensions on the same system as your contact centre.
Local supportHungarian and English support and engineering team.
Continuous developmentNew features based on real customer needs, in regular releases.
Rollout

A gradual switch, in four clear steps

From the first assessment to daily operation, we are with you all the way.

  1. 01

    Assessment

    We get to know how you work

    We review your call volume, channels and existing systems.

  2. 02

    Pilot

    We test on live traffic

    The pilot starts with one selected queue or team; your other calls run as before.

  3. 03

    Migration

    We roll it out on a schedule

    We set up your processes, train your agents and move traffic over in stages, number porting included.

  4. 04

    Operation

    We stay with you for the long term

    Monitoring, support, reports and continuous fine-tuning, so the system keeps fitting your needs.

We plan the switch around your current system. Where the setup allows, the old and the new system run side by side during the pilot.

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Demo

See how VocalX® would work at your company

In a 45-minute tailored demo we review your current customer communication, show what VocalX® can do, and propose how to roll it out.

  • A tailored demo, not a generic presentation
  • A concrete rollout proposal
  • Transparent per-user pricing

What happens next

  1. We agree a timeA colleague contacts you by email or phone.
  2. 45-minute demoOn examples from your own field, with your questions.
  3. Written proposalRollout steps and pricing, with no obligation.

You talk to the team that builds and runs VocalX®: AB Telecom Kft., in telecoms since 1991.

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