What do you tell a client who asks what you are doing about AI?
In short. Building your own means rebuilding every process you run for every client, then keeping each one in step each time they change it. Enquiry 360 answers calls against the processes you already operate, for as many clients as you have, and produces a record showing the process was followed. You run it, and you change it. From £99 + VAT a month for a single line, with per-call pricing at volume. You can ring 01924 926000, describe a service you handle, and hear it captured.
The voice is the easy part. Everything behind it is what you have spent years getting right.
Every client on your book, each to their own process
You set each client up to run their service the way they have specified it, and you run as many of them as you have clients.
Taking on a new one is configuration rather than a build. Changing an existing one when the client changes their mind is an afternoon, not a release.
The processes are the hard part
Anyone can put a voice on the front of a phone line. The hard part is everything behind it, and if you have looked at this before you will already know that. A working demo comes quickly. What comes after it does not.
That is what this is. The voice is simply the newest way to drive it.
Conformance, and being able to show it
Your clients set out how their calls have to be handled. When a call is handled some other way, that is your exposure, not the caller's.
Where you answer for social landlords there is a statutory version of this from 30 November, and there is more on Awaab's Law and the calls that start the clock. Every call leaves a structured record of what was asked and what was answered, so you can show the process was followed. That is a good deal harder to produce for calls handled outside the system that defines the process in the first place.
The hours you cannot staff
Out of hours is usually where this pays first. Low volume, expensive to cover, and the shifts nobody wants. It answers at three in the morning, and passes anything it cannot handle to whoever is on shift.
Your daytime team carries on as it is. Nothing about how they work changes.
You run it, not us
This is yours to operate. You set the questions and you change them. If a client alters a process on a Friday, you alter it on the Friday. There is no ticket to raise and no release to wait for.
It sits on Microsoft Dataverse in your own tenant, so you can report on it, automate from it, and connect it to whatever else you already run.
One process, several ways in
Enquiry 360 runs your enquiry process. The voice agent answers it on the phone, your own team answers it at the desk, and both produce the same record in the same place.
SMS, email response handling and Power BI reporting all run on the same model today, and web chat runs through it too.
That is what makes a new channel or a new integration an addition rather than a second system. The process you configured once is the one being answered, however the enquiry arrives.
Where a person is still the right answer
Judgement stays with your people. It does not decide which calls are worth taking, it does not give advice, and it does not replace your agents on the calls that genuinely need a person, which tends to be the difficult ones.
Frequently asked
Can we run it for more than one client?
Yes, and it is one of the strongest reasons to run it. Each client is set up to run their own service the way they have specified it. Adding one is set-up work rather than a development project.
What happens when a client changes their process?
You change the configuration. For most changes that is an afternoon rather than a release cycle, which matters when a client expects the new process live by Monday.
Do our agents have to learn a new system?
The same process runs on screen as it does on the phone, and the record lands in the same place either way. Where your team already uses Enquiry 360, nothing changes for them at all.
Does it work with the systems we already run?
Every enquiry is a record in your own Microsoft Dataverse, so a Power Automate flow can send it wherever you already send things: a Teams channel, a shared inbox, a rota, or a third party system with an API.
Who owns the data?
You do, and it never leaves your environment. It is written into your own Microsoft tenant, in the region you choose, under your access controls and your retention policy. Call recording is off unless you switch it on.
How is it priced at volume?
Small deployments start at £99 + VAT a month. At volume it is priced per answered call and the rate falls as the volume rises. The published tiers are £0.90, £0.65 and £0.45 a call.
Can out of hours call answering be automated?
That is the case that is easiest to justify. Nights and weekends are the hardest shifts to staff and the most expensive per call. An automated out of hours call answering service costs the same at three in the morning as at three in the afternoon, and captures every enquiry to the same standard as a daytime one, into the same system your daytime agents work in.
Can it replace our IVR?
Yes, and it removes the part callers dislike. An IVR asks somebody to listen to a menu and press a number so it can sort them into a queue. This asks what they are ringing about and takes the enquiry there and then. Where the call does need an agent, it routes on what the caller actually said rather than on which button they found.
Can you use it for overflow call handling?
Yes, and it is a common way to start. It takes multiple calls at once, so there is no queue and no engaged tone and nothing stacks up behind the floor. It picks up what the floor cannot reach, at capacity or out of hours, and everything else carries on unchanged.
What happens when a caller goes off script?
They usually do, and it copes. Callers correct themselves halfway through, change an answer they gave three questions ago, ask what you already have, ask for a person, or go quiet. All of that is ordinary and it is handled. Where it is unsure, it says so and asks again. Where a caller asks for a person, it puts them through to the number you have set.
Hear it take one. Ring 01924 926000, describe a service you answer for, and it will capture it as an enquiry while you listen. It takes a few minutes.
Or read where the call data lives, the fuller picture for larger operations, and how it compares to an answering service.