# The AI receptionist for IT services companies that triages every call An AI receptionist for IT services companies and managed service providers answers every call, day or night. For clients, it records the company, user, problem and how many people are affected, then flags outages and security incidents for your on-call tech. For prospects, it asks about their size and needs and books a sales call. ## Why it services miss calls - **Techs get pulled off tickets:** When the support line rings, a technician stops what they are doing to answer, often just to hear “my printer is not working.” The context switch costs far more time than the call itself. - **Real emergencies look like everything else:** A single user locked out and a whole office unable to reach the server both start as a phone call. Without clear triage, the urgent outage can sit behind routine requests in the queue. - **Sales calls go to voicemail:** A business owner fed up with their current IT provider calls to ask about managed services. If they reach a busy support queue or voicemail, they move on to the next provider on their list. ## Calls Vocenya answers for it services - Password resets and lockouts - Email or internet down for an office - Suspected phishing or ransomware - New user and equipment requests - Printer and hardware problems - Prospects asking about managed services - Vendor and ISP calls ## How does an AI receptionist help IT services companies and MSPs? It takes the first minute of every call off your technicians. The assistant answers in your company’s name, asks which client the caller is with, what the problem is, how many people are affected and whether it looks like a security issue, and writes it all into a summary sent by text or email. Routine requests wait for your team to pick up in order. Outages and suspected security incidents get transferred to your on-call tech right away, so your people fix problems instead of answering phones. ## Can an MSP answering service tell an emergency from a routine request? It follows the triage rules you set. Common rules are that anything affecting a whole office, a server, internet access, or a suspected phishing or ransomware incident is urgent, while single-user issues like password resets or a slow laptop are routine. The assistant asks the questions needed to sort the call and marks it accordingly. It does not troubleshoot or tell users to run fixes, so your technicians stay in control of the work. ## What happens to support calls after hours? You set a separate after-hours flow. Clients on an after-hours support agreement can be transferred to your on-call technician for urgent issues, while routine requests are logged for the morning. The assistant tells the caller what to expect, in wording you approve, and never promises a response time you have not agreed to. If no one answers the transfer, it sends the details by text so your tech can call back. ## Does it create tickets in our PSA? Vocenya does not connect directly to PSA or ticketing tools today. Every call produces a written summary sent by text or email with the client, user, problem, impact and urgency. Many IT companies send those emails to the support inbox their ticketing system already watches, so the summary becomes a ticket without anyone typing it in. Sales calls from prospects can be booked directly into Google Calendar or Microsoft 365, so your account manager walks in knowing the company size and what went wrong with their last provider. ## Frequently asked questions ### Will the AI try to fix technical problems? No. It gathers information and routes calls. It does not walk users through troubleshooting or tell them to run fixes, which keeps your technicians in control. It can share simple information you give it, such as your support portal address or office hours. ### Can it recognize our clients? It asks the caller for their company and name at the start of every call and records it. You can give it a list of client companies and the ones with after-hours coverage, so it routes calls based on that. Callers who are not clients go to your sales flow. ### How does it handle possible security incidents? You define what counts, such as ransomware messages, suspicious logins or a user who clicked a phishing link. The assistant asks about those signs, marks the call urgent, and tries to transfer it to your on-call tech right away, sending a summary by text if no one answers. ### Can our techs share the same phone system? Yes. GH Phone gives your team business numbers, texting, a browser softphone and call routing at $25 per user per month. You can also keep your existing number and simply forward it to the AI receptionist, so your clients keep dialing the number they already know. ### What does it cost for a small MSP? Plans start at $49 a month. Growth at $249 adds calendar booking, warm transfers and recordings, which most MSPs want for on-call routing. Pro at $499 adds speed-to-lead and multiple numbers. Every plan has a 14-day free trial and no contract. --- Source: https://vocenya.com/industries/it-services Vocenya, powered by GH Business Solutions. Plans from $49/month with a 14-day free trial: https://vocenya.com/pricing