Switchboard

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engagement layer

Switchboard makes omni-channel inbound and outbound communications via voice, sms, and email seamless and secure for regulated businesses

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Switchboard

Tenant

Meridian Collections

Console

Dashboard

Leads

Live now2

Escalations1

Responses

Channels

Calls

SMS

Emails

Console / Dashboard Last 14 days

Dashboard

Today at a glance, and the last two weeks.

Calls today

▲ 3 vs yesterday

Connect rate

78%

— no change

SMS today

▼ 2 vs yesterday

New leads

▲ 4 vs yesterday

Volume, last 14 days

Calls SMS

20151050

Aug 4Aug 8Aug 12Aug 17

Live call AI · 2:14

Before we go further I need to confirm your date of birth.

Connect rate

78%

SMS · outbound delivered

Hi Adrian, this is Meridian Collections. You can pay your balance…

Escalation waiting 0:42

+1 612 555 0143 Accept

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One layer for the whole conversation. Augment and centralize your customer engagement with interactive voice response and intelligent omni-channel communications.

Channels / SMS

Direction: All Template: All 1–7 of 128

ContactMessageStatusWhen

+1 754 239 5206Hi Adrian, this is Meridian Collections. You can pay your balance…deliveredAug 12, 9:58

+1 754 239 5206Meridian: 501572 is your code to confirm your payment…deliveredAug 10, 2:13

+1 754 239 5206STOPreceivedAug 10, 2:16

+1 612 555 0198Hi Bruce, this is Meridian Collections. You can pay your balance…deliveredAug 10, 10:50

+1 555 010 0003Meridian: 672136 is your code to confirm your payment…failedAug 6, 3:07

+1 555 010 0004Hi Dana, this is Meridian Collections. You can pay your balance…deliveredAug 5, 11:22

+1 612 555 0132Meridian: your callback is confirmed for tomorrow at 10:00…deliveredAug 4, 4:31

Configuration / Call flows balance_reminder

outbound_trigger

Knowledge 3 docs

validation-notice-policy.pdf

call-script-rules.md

account-faq.docx

Context & guardrails 418 / 2000

Only discuss the caller's outstanding balance with Meridian Collections. If the caller disputes the amount, tell them you will send a written validation notice within 5 business days rather than arguing the amount. If they ask for a payment plan, offer to transfer them to a human agent.

Console / Live now AI speaking

+1 754 239 52062:14

Balance reminder

verifying identity

+1 612 555 01770:41

Validation notice

greeting

+1 555 010 00021:08

Payment plan follow-up

payment options

AI
02:08Before we go further I need to confirm your date of birth.

CALLER
02:12August fifth.

AI
02:14Thank you, that matches what we have on file.

CALLER
02:19Actually, can I just talk to somebody there?

SYSTEM
02:20Escalation requested — routing to the queue with transcript attached.

Barge in Take over call Request agent

Console / Escalations 2 waiting

Queue

+1 612 555 0164waiting 0:42

asked for a person Accept

+1 555 010 0004waiting 2:07

payment plan requested Accept

Transcript so far agent @a.anderson

AI
01:52Your balance with Meridian Collections is $1,284.60. Would you like a payment link by text?

CALLER
02:04I think this amount is wrong. Can I talk to someone?

AI
02:07Of course. I'm connecting you with a representative now.

Accept escalation

Console / Responses 31 answers

Can you pay the balance in full today?

balance_reminder · pay_in_full

yes 7 (23%)

no 24 (77%)

Would you like a payment link now?

balance_reminder · payment_link

yes 19 (86%)

no 3 (14%)

QuestionFieldAnswerIn their words

Would you like that link by text?payment_channelemailI'll take it by email.

Send a payment link now?payment_linknoNot right now. Call me next week.

Can you pay the balance in full today?pay_in_fullyesYeah, I can do that today.

Is this still the best number to reach you?contact_confirmyesYes, this is my cell.

Would a payment plan help?payment_planmaybeDepends what the monthly comes to.

Agentic by nature, human by design

Switchboard is more than just an AI-powered voice and automation platform

Skip the dialtone

No more pressing the keypad for an operator or leaving a voicemail. All inbound calls go directly to an Interactive Voice Agent, instantly.

Follow procedures flawlessly

You write the flow in plain language: what to confirm, what to offer, what is off limits. The agent decides in the moment which step applies, instead of running a fixed script top to bottom.

Instantly contextualize customer accounts

Every call is instantly contextualized by matching backend customer records with the caller. Name, DOB, transaction history, records, and more.

Augment real-time actions

Book callbacks, verify PII, collect secure payments, update customer records, and log voice surveys all in one interaction.

Centralize intelligence

Get better responses over time as our model logs requests, outcomes, and transcripts from customers.

Human oversight, on tap — step in on any live line whenever you choose.

See it on a live call →

Video placeholder — live call takeover

Conversations in, outcomes out

Every interaction produces data — leads, contact info, locations, connect times, responses, feedback, payments. Switchboard aggregates it into models with specific outcome goals and delivers the next move for your business.

01 · Signals in

Every touchpoint captured

02 · Modeled in the warehouse

Aimed at an outcome goal

Deterministic queriesSQL

LLM modelstranscripts

Business-specific models{{ outGoal }}

Streamed to a warehouse you own, queryable alongside the rest of your stack.

03 · Delivered to you

Opportunity flagged

Suggested move

DATA PRODUCTS & ANALYTICS · available as a separate package

Secure and compliant by default

Switchboard was built with highly regulated and sensitive applications in mind. We're HITRUST ready, and in the process of being SOC II certified

Disclosure on connect.

The agent identifies itself and the business at the top of every call, inbound or outbound, before anything else is discussed.

Verification before account detail.

Nothing specific to the account is said until the caller's identity is confirmed against the record on file.

Opt-out honored automatically.

A STOP reply or a verbal request to stop contact is recorded against the contact and suppresses further outreach on that channel.

Scope limits per conversation.

The agent may only discuss the matter it called about. Unrelated accounts and topics are out of reach for that call.

Disputes routed, not argued.

When a caller contests something, the agent follows your written procedure — send the notice, book the callback, transfer to a person.

Evidence on request.

Any single conversation can be produced in full — recording, timestamped transcript, and the disclosures made within it.

A flexible engagement layer built around your data

Switchboard was built as a sit-beside engagement layer that enables you to leverage your most valuable data assets

Contact data

Instantly recognize inbound callers via your current CRM or system of record, and log outcomes after.

Knowledge sources

Train on valuable existing knowledge compiled within any platform in your current toolstack

Outbound triggers

Scheduling, billing, or workflow events in your stack start a call, text, or email campaign.

Phone & SMS

Bring your own numbers and sending domains, or provision new ones in the platform.

Frequently Asked Questions

See how Switchboard can layer into your operations

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