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Standard phone features address most needs. Yet some businesses require something more specific: an automated incident line so customers know you are aware, a phone-based ordering system, a self-service activation flow, or an outbound notification system that connects to their internal software.
CallFactory builds these on its IVR platform. You describe what you need, we confirm feasibility, and our in-house team develops it. The result is a fully automated telephony solution that runs day and night without manual intervention.
- Automated phone solutions built to order
- Linked to your databases and software
- Runs day and night without manual intervention
- From incident lines to complete ordering systems
What we can build
These are real examples of custom telephony solutions we have built for clients. Each one runs fully automated on our IVR platform.
Incident hotline
When an incident occurs, callers want to know you are aware and working on it. An automated incident line plays a live status message updated by your team in seconds, so callers get instant confirmation without tying up your support line.
SMS after a call
After a phone conversation, send the caller an SMS with a confirmation, reference number, address, or additional information. Useful for appointments, orders, and anything the caller needs in writing.
Self-service activation
Let customers activate a product, such as a credit card or subscription, by phone at any time. The caller enters their details, the system validates against your database, and the activation is processed automatically.
Order by phone
Let customers place orders day and night using product codes and a customer number. The order is processed automatically and confirmed by SMS or email, so no agent is needed.
Submit readings or data
Energy companies, utilities, and service providers let customers submit meter readings or data by phone. The system captures the input and feeds it directly into your database.
Automated call-out system
When an emergency occurs, automatically call a list of people at once. Each recipient confirms availability by pressing a key. Ideal for emergency services, on-call teams, and crisis management.
Phone surveys and intake forms
Collect structured input from callers step by step. Ideal for intake flows, customer satisfaction surveys, lead capture, or gathering preferences, with all responses processed automatically.
Balance and account enquiries
Let customers check their account balance, order status, or membership details by phone. The system links to your database and reads the information back using text-to-speech.
Voicebots and AI assistants
Let an AI-powered [voicebot]({{< ref "/features/voicebot/" >}}) handle the first line of contact. The bot understands what the caller wants, answers common questions, collects information, and transfers to a human agent only when necessary. Available day and night.
Link to your software
Connect your phone system to your CRM, ERP, or internal tools, so that you can trigger workflows, create tickets, update records, or sync call data directly from the IVR system.
How custom telephony works
You tell us what you want the phone system to do, in business terms rather than technical terms. “When a customer calls and enters their order number, they should hear the delivery status.” “After office hours, play the current incident status and offer voicemail.” “When someone submits a meter reading, store it in our database.”
We confirm feasibility, design the flow, and build it on our IVR platform. The solution runs day and night and handles calls automatically, so your team only gets involved when human attention is genuinely needed.
Connected to your systems
The most powerful custom telephony solutions are linked to your internal systems. Your database, CRM, ERP, scheduling software, or any system with an API can be connected. This means the phone system can look up customer records, check order statuses, validate account numbers, and process input — all in real time during the call.
For example, a caller enters their customer number, the system looks up their account, reads back their balance, and offers options to make a payment or speak to an agent. Everything is automated and connected to your live data.
The difference between custom telephony and custom solutions
CallFactory offers both custom solutions and custom telephony, and the difference is scope. Custom solutions typically involve routing logic, call handling rules, and integration with your workflow, such as confirmed forwarding or selective recording.
Custom telephony goes further. It covers fully automated phone applications — self-service systems, data collection, outbound notifications, database lookups, and complete call flows that operate without human agents. If the phone needs to do something complex and fully automated, that is custom telephony.
Built by our in-house team
Every custom telephony solution is built by our in-house development team. No outsourcing, no templates, no generic platforms. We build on our own IVR infrastructure, which means we control every aspect of the solution, from call flow to database integration to performance.
If your needs grow, the natural next step is dedicated IVR servers — a fully private environment for businesses that need maximum capacity, security, and customisation.
What does it cost?
Pricing depends on how complex the solution is. Simple automations may be included at no extra cost. More advanced solutions, especially those involving database integrations, outbound calling, or high call volumes, may involve a one-time setup fee and/or a monthly maintenance fee.
We always discuss pricing upfront before any work begins, so there are no surprises.
Learn more about other features
Find more information about our features that can boost your business communications.
Custom solutions
Our flexible IVR platform allows us to build powerful, custom solutions tailored to your business operations.
Dedicated IVR servers
Your own IVR server with full control. Build custom call applications, connect AI platforms, and scale from 4 to 200+ channels. The natural upgrade from our private API when you need more.
API integrations
Tell us what you need, we build the endpoints. Our private API lets you integrate CallFactory telephony into your own software — no generic library, no guesswork, no wasted development time.
Custom telephony FAQ
Get clear answers about custom telephony and how it works for your business.
Virtually anything that can be automated by phone. Incident hotlines, self-service activation, order lines, data collection, outbound notifications, database lookups, SMS confirmations, and much more.
Contact us and describe what you want to achieve. We schedule a call to understand the requirements, confirm feasibility, and give you a timeline and quote. Once approved, our team builds and tests the solution.
Simple automations can be live in a few days. More complex solutions with database integrations or custom call flows may take longer. We always give you a clear timeline before starting.
Yes. Any system with an API can be connected. The phone system can look up records, validate input, and process data in real time during the call.
Yes. Automated telephony solutions run around the clock without manual intervention. Callers can use the system at any time, day and night, weekends and holidays included.
Custom solutions cover routing logic and call handling rules. Custom telephony covers fully automated phone applications, such as self-service systems, data collection, outbound notifications, and complete call flows that operate without human agents.
Yes. For incident lines and status messages, your team can update the message at any time, either through the dashboard or by contacting our support team.
Pricing depends on complexity. Simple automations may be included at no extra cost. More advanced solutions may involve a setup fee and/or monthly maintenance fee. We discuss pricing before any work begins.
