VocalX®Communication Platform
HUEN
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Omnichannel customer engagement platform

Every customer conversation in one place. From the first ring to the closed case.

VocalX® brings together phone, email, web chat and messaging. Every request becomes a case your team sees through to the end, and every conversation becomes searchable, analysable data. Built on three decades of telecoms experience.

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Cloud or your own data centre Speech recognition tuned for Hungarian Local team and support
Smiling agent with a headset in a contact centre
Liveall channelsSLA 86%Waiting 3

    Illustration with sample data.

    30+ yearsof telecoms experience, from the network to the contact centre
    Live in healthcarehandles the daily call volume of a university clinical contact centre
    Own speech recognitionaudio stays inside your own infrastructure
    One platformvoice, video, digital channels, case management and AI in one system
    Platform

    One system that stays with the customer all the way

    In most contact centres, phone, email and case management live in separate systems. VocalX® has one path: arrival, routing, waiting, handling, analysis. Every step is measurable.

    1 · ARRIVAL

    Every channel

    Calls, video, email, web chat, SMS and messaging apps in the same queue.

    • VoiceBot on the front line
    • Web chat widget
    • Caller identification by number
    2 · ROUTING

    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
    3 · WAITING

    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
    4 · HANDLING

    Agent workspace

    In the browser or the Android app, nothing to install.

    • Caller data while ringing
    • Blind or consultative transfer
    • Case, task, voice note
    5 · ANALYSIS

    Data from every call

    Transcript, summary, quality score and reports, automatically.

    • AI quality assurance
    • Satisfaction survey
    • Scheduled PDF reports
    Call routing

    Your own team edits the call flow

    Changing opening hours, adding a holiday announcement or opening a new menu option is not an IT project. The editor offers drafts, validation, publishing and rollback, and there is always a fallback route if something fails.

    • 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.
    • Text-to-speech prompts. No recording needed: prompts are generated from text, in Hungarian and English.
    • Test before you publish. Enter a date and a key sequence to see where the call would go.
    • Measurable paths. The call list shows which menu branch each call went through.
    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.

    Omnichannel case management

    The case doesn’t end when the call does

    Every request starts as a case. Whether the customer calls, emails or chats, they continue on the same case, and the agent sees the full history.

    • 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.
    • Wrap-up codes and tasks. Category and note at the end of the call, plus a task for the team when needed.
    • Caller flags. “VIP”, “legal action”, “do not call”: every agent sees them on the next call.
    Contact centre agent with a headset at his desk
    Case · #VX-48213Open

    Claim – home insurance

    Claims team
    Due in 4 h 20 minPolicy: L-••••-3391VIP
    1. Inbound call · 6 min 12 sClaim number entered in the menu, case created automatically.
    2. Email · 4 photosLinked to the case by subject line.
    3. SMS notification“Our assessor will arrive on Wednesday at 10 am.”

    Illustration with sample data.

    Speech analytics and AI

    It listens to every call. You only read what matters.

    Every conversation gets a transcript, a summary and a quality score automatically. Supervisors no longer listen to random samples; they see every call.

    • Transcripts tuned for Hungarian. Numbers, names and terminology with your own vocabulary. On-premise recognition or a cloud provider of your choice.
    • Personal data redaction. IDs, card numbers and phone numbers are masked before anything reaches a language model.
    • AI quality assurance. Scores on five criteria with reasons, based on your own evaluation criteria.
    • Live transcript for agents. Easy to follow what was said, even on long calls.
    • Custom analysis. Ask your calls questions, for example: “Why did people cancel their appointment?”
    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.

    Sentiment
    Neutral → satisfied
    Quality score
    Greeting, identification5
    Understanding the issue4
    Resolution5
    Tone4
    Closing3

    Illustration with sample data.

    Voice, video, language

    When the phone is not enough

    A virtual assistant around the clock, a live interpreter for foreign-language callers, video from the scene and face to face. All in the same agent workspace, linked to the same case.

    VoiceBotGood morning! How can I help? Would you like to book or change an appointment?
    CallerI need to move my Thursday appointment.
    VoiceBotOf course. Would next Tuesday at 9:40 or Wednesday at 14:20 suit you?
    Appointment moved · case closed without an agent
    VocalX® VoiceBot

    A virtual assistant that speaks Hungarian

    It greets callers in natural speech, understands what they want and handles simple requests on its own. When needed, it hands over to an agent together 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

    A live interpreter in the call

    A foreign-language caller’s words appear on the agent’s screen in Hungarian, with a suggested reply. The agent answers in Hungarian; the caller hears it in 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

    Video site inspection with one link

    The agent sends a link by SMS or email, and the customer shows the scene with their phone camera. No app to install. The agent takes screenshots that 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, smiling at the camera
    Video call · 08:14
    VocalX® Face2Face

    Face to face, in one click

    A phone case turns into a video call with one click, via a link. For remote consultations, personal advice and complex cases.

    • Link by SMS or email
    • Started from the agent workspace
    • Logged on the case timeline
    Supervision and reporting

    A live view of the team, accurate numbers for management

    Supervisors see queues and agents in real time and can listen in, whisper or barge in with one click. Reports use international contact centre metrics, 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.
    • Agent performance. Handled calls, average handle time (AHT), after-call work, occupancy, breaks by reason.
    • Listen, whisper, barge. For coaching and sensitive calls, unnoticed by the caller.
    • Scheduled reports. PDF and Excel, with a monthly archive, emailed to management.
    Team discussing data in front of a monitor
    Live view · Customer servicetoday 11:42
    Service level86%target 80/20
    Answered412abandoned 3.1%
    AHT4:52incl. wrap-up
    Occupancy78%of available time
    Anna Kovácson a call03:12Listen in
    Péter Szabówrap-up00:41Details
    Gábor Nagybreak · training12:05Details

    Illustration with fictional names.

    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
    Security and compliance

    Designed for sensitive data

    Our healthcare, financial and insurance customers handle data that needs the strictest care. VocalX® provides it by default.

    You decide where your data lives

    In an environment we operate, or in your own data centre. Speech recognition can run on your own servers, with no external provider.

    Data masking

    IDs and card numbers are hidden in transcripts before analysis. Recording can be paused while card details are given.

    Role-based access

    Provider, customer administrator, supervisor and agent each with their own permissions. Everyone sees only their own organisation’s queues.

    Full audit trail

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

    Retention rules

    Retention periods for recordings and transcripts are set per customer, then deleted automatically.

    GDPR-ready operation

    Data processing procedures, a data processing agreement and documentation for the rollout.

    Fibre optic cables in a network rack
    30+years in telecoms
    AB Telecom Kft.

    A telecoms company, not just a software vendor

    We have been building and operating telephony systems for more than thirty years. VocalX® grew out of that experience: we are responsible for the lines, the voice quality and the availability ourselves, not a third party.

    From rollout to daily operation you work with a single partner who understands your problem and knows every layer of the telephone network.

    Own telephonyLines, number porting and voice quality in one hand.
    Local supportHungarian and English support and engineering team.
    Continuous developmentNew features every month, on an announced release schedule.
    Meeting in a conference room
    Rollout

    Four steps, without switching off your current system

    1. 1AssessmentWe review your call volume, channels and current processes.
    2. 2PilotWe start with one queue or one team, on live traffic.
    3. 3MigrationNumber porting, agent training, report set-up.
    4. 4OperationMonitoring, monthly reports and continuous fine-tuning together with you.
    Demo

    See it on your own call traffic.

    In a 45-minute demo we show the platform with examples from your industry and estimate how quickly you could switch over.

    • A tailored demo, not a generic presentation
    • A proposal for your call flow and queues
    • Transparent per-user pricing
    Bright open-plan office with workstations

    Request a demo