One national number routed anywhere in Australia.
Voxworks AI-powered call routing places callers with the exact team from a brief initial exchange. Voxworks confirms the location, urgency and job type, then immediately connects the caller to the right local team with a warm handoff, post-transfer transcription and call analysis.
What is intelligent dispatch?
AI understands the caller's location and places the call with the right team every time.
Voxworks Intelligent Dispatch is an AI call routing system for national businesses that take calls centrally with a redirect to local teams. Intelligent call routing immediately resolves transfer logic such as office hours and franchise territory rules, and adds structured intake, emergency handling, warm handover and a recovery plan when a transfer cannot connect.
Intelligent Dispatch is designed to replace clunky IVR menus and DTMF postcode input machines with a more conversational experience that reduces friction and enhances transparency around your first customer touchpoint.
How it works
Rapidly connect to the right local team.
- 1
Caller speaks naturally.
The caller explains their request and location in their own words.
- 2
AI captures the key details.
Your intake flow asks about the site, issue, equipment, urgency and caller. Location and urgency are confirmed before routing.
- 3
Your territory rules apply.
State and suburb resolve to an approved locality, with postcode as a fallback. Your coverage and suburb exceptions decide the destination.
- 4
Warm transfer with context.
The receiving team hears a short job summary before the caller is connected. The customer does not have to start again.
- 5
If unanswered, recover.
Your configured recovery flow can try an on-call team, notify the branch, arrange a callback or route to backup.
Key Features
Dispatch that understands the caller and respects your rules.
Head office keeps control of territories, opening hours and escalation. Voxworks handles the conversation around them.
- 01 / 08
Location matching with Australian place names
Voxworks stores a database of 18,000+ Australian placenames together with common mistranscriptions. Every single location in Australia is matched to a transfer endpoint. If the AI cannot resolve the location, we ask the caller for postcode and use the example to help the system self-improve. This results in high accuracy location matching.
Location matching18,000+ placenamesHeard on the call- “Lane Cove”
When the transfer fails
AI stays with the customer and finds a route.
An unanswered transfer should have a next step. When a transfer cannot connect, the AI stays with the caller and follows your configured escalation policy.
Caller’s location confirmed
Correct branch rings
Does the team answer?
Yes · connected
Warm handoff with context.
The team hears the job summary, then the caller joins. The details travel with the call.
Right team. Context already captured.
One 13 number. Many teams. Consistent intake.
AI call dispatch for businesses with complex routing requirements.
Franchise networks
Give callers to the national number a consistent first response while respecting each franchise’s territory.
Field service and breakdown response
Identify urgent equipment failures and route the job to the team covering the site.
Trades with regional depots
Send enquiries to the right depot and follow its on-call arrangements when the office closes.
ExploreFacilities and property maintenance
Confirm the property location and urgency before connecting the caller to the responsible maintenance team.
ExploreTowing and roadside
Capture the caller’s location and vehicle issue before handing over to the approved local operator.
After-hours contact-centre overflow
Keep intake and escalation working when the central team is offline or unable to take the call.
Australian-hosted, audited, under your control.
- Natural Australian voices and Australian data residency.
- Every routing decision written to an audit log.
- Head office approves territory rules. The AI cannot invent a destination.
- A recording notice is included at the start of the dispatch flow.
- Transfer numbers stay in the routing system and are not exposed to the AI model.
Questions
Intelligent dispatch FAQs
No. Voxworks imports your approved postcode and suburb coverage and applies those rules. Suburb exceptions keep their priority, and head office controls changes.
Each destination has its own schedule, including timezone and public-holiday handling. When a branch is closed, the call follows the fallback route you define, for example to an after-hours technician or your national team.
The AI asks for a four-digit postcode and checks it against your coverage rules. If the location still cannot be matched, the call goes to the national fallback team you have configured.
With a warm transfer, the team hears a short spoken summary of the job before the caller is connected. Post-call actions can send the transcript and summary by email or webhook, with SMS notifications configured as needed.
The dispatch flow follows the recovery steps agreed during setup. These can include trying an on-call team, notifying the branch, recording a callback window or routing to a backup team. Closed-destination fallback and recovery after an unsuccessful transfer are configured for your network.
Yes. The recommended pilot keeps your existing dispatch during hours and enables AI for after-hours calls and failed transfers. Review connection, recovery and branch impact before expanding.
Yes. Point your 13, 1300 or local number at Voxworks. Your branch numbers stay as they are. We help set up the forwarding and approved destinations for your network.
Start with a focused pilot.
We help configure your locations, phone endpoints, territory rules and recovery flow.
- 01
Keep existing dispatch during office hours.
Your team keeps handling daytime calls while we design the geographic coverage and escalation policy.
Existing daytime dispatch
- 02
Enable AI when calls need outside hours cover.
Begin with failed transfers and after-hours calls, using the same approved destinations and territories.
After hours · Failed transfers
- 03
Measure the branch impact and expand.
Review connection, recovery and callback outcomes with your teams before expanding coverage.
Connection · Recovery · Branch feedback