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Zumu
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Answering services and agencies

One missed call is one client asking what they pay you for. Zumu answers as them.

Zumu is an AI answering service that keeps every client account genuinely separate. Each account gets its own agent: its own greeting, its own questions, its own knowledge, its own escalation path and its own number. Your operators stop triaging by which line is ringing and spend the shift on the calls that need a person.

  • A separate agent per client account
  • Each account keeps its own greeting and rules
  • Escalation paths defined per client
  • Every handoff graded afterwards
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A small-business owner taking a phone call at a workbench with a notebook open beside her
The client whose calls you answer
Prompt, voice, tools, knowledge and transfer policy are all agent-level settings, so no two clients share a script by accident.
Per account
Every agent change is a revision you can compare and restore, which matters the day a client asks why their greeting changed.
Version history
Each transfer carries a reason code, a resolution grade and a coaching note, including the leg your own operator handled.
Graded handoffs

We do not publish how many accounts run on Zumu and we do not name one of them. What is described here is what the product does, and you can watch all of it on a demo before you move a single client.

The pressure

What a Monday costs an answering service

Three moments from an ordinary week on a multi-account floor. Every one of them is a service-quality problem the client sees before you do.

  • 08:02Monday

    Four client lines ring in the same second.

    Each one needs a different greeting, a different set of questions and a different person at the end of the escalation. Your operator gets the first one right, guesses well on the second, and by the third is reading the wrong script to somebody’s patient. Nobody is careless here. There are simply more scripts than working memory.

  • 12:40Monday

    Coverage thins at lunch and the smallest client notices first.

    The accounts that pay the least call the least, which means their calls land exactly when you are shortest. They do not see the roster. They see a phone that rang eleven times, and the next renewal conversation starts from there.

  • 17:55Monday

    The client asks how their calls went and you send a call count.

    A number of calls answered is not an answer. It does not say why anyone was put through, whether the person on your side resolved it, or what a caller had to repeat. Without that, the service you sell is invisible, and invisible service gets priced like a commodity.

An answering service is not judged on how fast the phone gets picked up. It is judged on whether the client believes their callers were handled the way they would have handled them.

How Zumu answers it

Four capabilities, arranged around the multi-account problem

Separation, escalation, evidence and knowledge. Each block links through to the product page that owns the mechanism, so you can check the claim rather than take it.

  • One agent per account

    Every client is its own agent, not a branch inside one script

    Configure the greeting, the voice, the questions, the tools, the knowledge base and the transfer policy separately for each account. Change one client’s escalation rule without touching anybody else’s, and see exactly what changed and when.

    Per-agent prompt, voice, model, tool and telephony configuration read from the database at the start of every call, with agent revision history and one-click restore, prompt version history, saved templates, and a field-level diff between any two agents.

    Open the agent configuration

  • Warm transfer

    Each account’s escalation path, followed exactly

    One client wants the owner’s mobile, one wants the on-call nurse, one wants a message taken and nothing more. Zumu holds the caller on hold music, briefs whoever is meant to receive them, and lets that person accept or decline before the caller is moved.

    Warm transfer with a briefing of 4 to 6 sentences covering caller intent, facts collected, pending actions and verified details, an accept, decline or report-voicemail gate, a configurable timeout, and cold transfer, voicemail, retry or hang up as the fallback.

    See how a warm transfer runs

  • Transfer QA

    Proof of service, rather than a call count

    Every transfer is reviewed after the fact: why it happened, whether it resolved, how long it took and what would have made the handoff cleaner. That is what a renewal conversation should be built on, and it is also how your newest operator gets better by Thursday.

    Reason codes for customer requested human, agent could not resolve, escalation required, sensitive request and technical issue, plus a resolution grade, a handoff-quality score, a coaching note and a time to resolve, filterable and exportable per account.

    See the QA scorecard

  • Knowledge per client

    The client’s own answers, in the client’s own words

    Hours, service areas, the prices they will let you quote, what to say when a caller asks for the owner. Load their documents and the agent answers from them. Add a new client and the first knowledge base is built from their website before onboarding is finished.

    An eight-stage adversarial pipeline with a privacy-shield stage and a multi-model debate stage across a relational, graph and vector store, plus a website crawl at onboarding that stands up the first knowledge base before signup completes.

    See how the graph gets built

Your operators keep the calls where somebody genuinely needs a person. Everything else stops being a coin toss about which script to read.

What we can stand behind

In production for operators in medical transportation and paratransit dispatch, handling thousands of real inbound calls a week.

Neither of those is an answering service, and we are not going to pretend otherwise. The mechanism is the one described above: an agent per account, a human briefed before every handoff, and a full record of both legs. Ask us for a reference and we will ask the customer before we answer.

Per call
One session report with the diarized transcript, the recording, every tool the agent called, the outcome, the queue timing and the exact cost.
Graded
Transfers carry a reason code, a resolution grade and a coaching note written about the human leg, which is the leg nobody else measures.
Before signup ends
A new account’s first knowledge base is built by crawling that client’s website during onboarding.
English and Spanish
Live today, on a multilingual speech stack that supports 10+ languages.

No client count, no logo wall, no satisfaction percentage and no case study we have not been given written permission to publish. The day we can name a customer, we will name them here.

Questions

What agency owners ask before moving an account

Still have questions?

Bring one client account and its rules. We will build it as an agent on the call and put a test caller through it.

Book a demoTalk to sales
Yes. Agents are separate objects inside one organization, each with its own prompt, voice, tools, knowledge base, phone number and transfer policy. Calls, recordings and reports filter by agent, so a client’s data is a filter away rather than a merge away, and a change to one agent cannot reach another.

Book a demo

Bring your hardest client account

The one with the strange greeting, the escalation rule nobody remembers the reason for, and the owner who calls you personally when a caller was handled wrong. We will build that account as an agent during the call and put a test caller through it while you listen.

Book a demoTalk to sales
  • No credit card for the demo
  • Bring one client account and its rules
  • Your operators keep every judgment call
AI Answering Service for Agencies | Multi-Client | Zumu