Fewer repetitive calls
Price, lead time, opening hours, order status — Kolio answers from your systems; the team only gets the calls that need a decision.
Solutions · Mid-sized companies
Call center automation for mid-sized companies.Kolio takes the first contact, your team makes the decisions.
Kolio is call center automation for mid-sized companies: on all your numbers, your website and email it takes the first contact, answers from your systems, qualifies the inquiry and hands it out as a task by team and location in the CRM. Roles and permissions decide who sees what; managers follow in reports what the agent resolved alone.
free consultation · rollout team by team · self-service also possible
- 20–200 employees
- several numbers and locations
- roles and permissions
Written by the Kolio team · updated
What changes
What changes in the team with call center automation?
Call center automation with Kolio does not remove the team; it takes the repetitive questions and the first contact off their hands — four results a manager notices in the first month.
One CRM for every channel
Phone, web and email land in the same Conversations and on the same contact; every conversation has a transcript and a summary.
Reports for managers
Number of calls, duration, conversion to appointments, contacts and tasks created and the most frequent topics by day.
Agents call from the browser
Your team calls back with the web softphone on the same number, with live transcription and the contact in view.
Where time is lost
Where do sales and support teams lose time, and why does the manager only see it in a report?
Sales and support teams lose most of their time on the first contact: according to Salesforce State of Sales sellers spend only 28% of their time actually selling, according to SuperOffice 62% of companies do not answer customer emails at all, and according to HubSpot Research 90% of customers expect an immediate answer to a support question. Kolio takes that first contact on every channel, does not guess what it does not know, and hands every case that needs a decision to the team as a task with the transcript.
- 28%
- of their time sellers actually spend selling; the rest goes to admin and looking up dataSource: Salesforce State of Sales, 5th ed.
- 62%
- of companies do not answer customer emails at all; the average response time exceeds 12 hoursSource: SuperOffice, Customer Service Benchmark
- 90%
- of customers expect an immediate answer to a support question — within ten minutesSource: HubSpot Research
Several locations
How does a multi-location AI agent split the work by team and role?
A multi-location AI agent with Kolio works with several phone numbers in one account: every location has its own SIP account and dialled number, and Kolio routes the call by number to the same agent with the same instructions. Services and team members carry a location label, so the appointment lands in the right branch's calendar and the task with the right owner. Who sees what is decided by three roles — owner, admin, agent — and granular permissions per module.
Sets the agent up once
Instructions, knowledge base and channels apply to all locations; everyone sees a change immediately.
Adds members and locations
Creates admins and agents, assigns permissions and a location; the member sets a password through a one-time link.
Sees the whole picture
Reports, GDPR export and deletion, API keys and webhooks for connecting other systems.
Distributes tasks
Assigns tasks from inquiries to members of the team and follows each task's timeline.
Monitors quality
Reads transcripts and summaries and refines the instructions where the agent's answers fall short.
Reviews reports
Calls by day, duration, conversion to appointments, most frequent topics and services.
Sees their own tasks
Every task carries the contact, summary and transcript of the conversation; nothing is asked twice.
Calls back from the browser
Web softphone on the same number, with live transcription and the contact next to the call.
Closes the task with a comment
Quote, order or resolved complaint — the comment and attachments stay in the timeline.
Web softphone
How does your team call back from the browser with live transcription?
Your team calls back from the browser with the Softphone: the call goes out on the same number the agent answered on, and a live transcript runs during the conversation, which the manager can switch off. The contact and past conversations are in view during the call, and the record lands in the same Conversations as the agent's calls. The web softphone is included in the Growth plan.
Integrations
How does Kolio connect to your existing ERP, CRM and telephony?
Kolio connects to your existing ERP or CRM in both directions without replacing it: as a client it reads — and, if you decide so, writes to — your systems over MCP; as a source it notifies your systems through the REST API and webhooks. Telephony stays with your carrier — Kolio connects over SIP.
Your ERP or CRM as the source of answers
Order status, delivery date, open items: the agent reads the data from your system through the MCP connection. Writing (e.g. logging an order) is off by default and you switch it on tool by tool.
Kolio as a source for your systems
The REST Integrations API and MCP server with scoped API keys return appointments, contacts, tasks and conversations; webhooks report a new contact, appointment or task the moment it is created.
Telephony and email stay yours
A SIP trunk from any carrier on your existing numbers, an email mailbox over IMAP/SMTP or Gmail — no change of provider and no number porting.
Definition
Call center automation means that the first contact with the customer on phone, web and email is taken by an AI agent that answers from the company's systems, books appointments itself and hands every case that needs a decision to the team as a task with the transcript. Kolio does this for mid-sized companies with several numbers, locations and roles — the team stays, what it works on changes.
A day in the team
What does a day in the call center look like with Kolio?
Five moments from the day of a mid-sized company with two locations: what Kolio does on its own and what the team sees at the same moment.
A customer calls a branch that is not open yet
Kolio gives the order status from the ERP and the delivery date; the call is in Conversations with a transcript, on the customer's contact.
14 messages arrive in the shared mailbox
Kolio answers the routine ones from the knowledge base and creates a support task for the complaint; bulk mail is flagged and left unanswered.
The sales manager distributes tasks
Three qualified inquiries from another language and location get an owner; the task timeline shows who did what.
A customer reschedules a viewing at the other branch
Kolio moves the appointment in the right location's calendar and sends a new confirmation; the installer sees the change at once.
The manager opens the reports
Calls by hour, share resolved without the team, conversion to appointments and the day's topics — the basis for tomorrow's instructions.
Reports and quality
How do you measure answer quality and the relief of your sales and support team?
Relieving the sales and support team with Kolio is measured in reports: how many calls and chats the agent resolved without the team, how many appointments, contacts and tasks were created, and which topics and services keep recurring. Answer quality is checked in the transcripts — every conversation is recorded in text — and corrected in the instructions, not in code.
| Criterion | Classic call center | Outsourced provider | Kolio |
|---|---|---|---|
| Availability | office hours, shifts | per contract | 24/7 on every channel |
| Knowledge of your products | training every agent | scripts, limited | instructions + knowledge base + your systems, one setup |
| Order or repair status | agent looks it up in the ERP | usually not | reads it from the ERP over MCP; does not guess without data |
| What happens with a complex case | transfer, waiting | an email message | a task for the right team and location with the transcript |
| Record of the conversation | recording, rarely a transcript | per contract | transcript and summary on the contact, no audio recording |
| Quality control | sample listening | provider's reports | every transcript + reports by day, topic, service |
| Scaling | new agents, shifts | renegotiation | more numbers and locations in the same account |
Kolio does not transfer live calls: a case that needs a decision becomes a task, and the team calls back with the web softphone.
Security and GDPR
What about security and GDPR with AI customer support for business?
AI customer support for business processes personal data, so Kolio keeps the database and telephony in the European Union (Frankfurt), encrypts credentials and limits access with roles, permissions and scoped API keys. Details are on the Security and GDPR page.
Data in the EU
Neon database in Frankfurt, telephony bridge and voice bot on a server in Frankfurt; no audio recording is stored, only a transcript with a 365-day retention.
Access by role
Owner, admin and agent with granular permissions per module; API keys never exceed the rights of the member who issued them.
DPA on request
A data processing agreement under Article 28 GDPR and the list of sub-processors are available on request via the Contact page; Kolio holds no ISO 27001 or SOC 2 certification and does not claim one.
An honest line
Is Kolio for your company?
Kolio is for you if …
- you have several phone numbers or branches and one team covering them;
- customers ask about order, delivery or repair status that lives in the ERP;
- sales and support share the first contact and want to split it by role;
- the manager needs reports on calls, topics and conversion, not impressions;
- you want to keep your existing CRM, ERP and telephony.
Kolio is not for you if …
- you expect a live call transfer to an agent — Kolio creates a callback task instead;
- you want the agent to issue quotes, discounts or orders on its own — your team does that;
- you need your own instance, your own telephony and an SLA — see dedicated Kolio;
- you have fewer than 20 employees and one number — start on your own as a small business.
Rollout
How does the rollout team by team work?
In a mid-sized company we roll out team by team, typically in two to four weeks depending on the number of locations and integrations. You can also start on your own in the 7-day trial; the consultation aligns instructions, roles and the ERP connection before the first real call.
01 Consultation and first-contact inventory
In the introductory consultation we list numbers, locations, teams and the most frequent customer questions, and define what the agent may do alone and what it hands to which team.
02 Instructions, knowledge base and roles
Your team enters websites and PDFs into the knowledge base, we help with the instructions; the owner creates admins and agents with permissions and a location.
03 Numbers, email and integrations
SIP accounts for every location, the email mailbox and the ERP/CRM connection over MCP — read-only first, writing switched on tool by tool.
04 Pilot at one location, then the rest
In the first week the agent works on one number; the manager reads transcripts and refines the instructions, then we switch on the remaining locations and reports.
FAQ
Frequently asked questions about call center automation
How long does a Kolio rollout take in a mid-sized company?
A Kolio rollout in a mid-sized company typically takes two to four weeks: consultation and first-contact inventory, instructions and knowledge base, roles, SIP accounts for all locations and the ERP or CRM connection, then a pilot on one number and switching on the rest. A self-service start in the 7-day trial is possible immediately.
Does Kolio replace our CRM or ERP?
Kolio does not replace your existing CRM or ERP: it reads data from them over the MCP connection (order status, delivery date, open items) and, if you decide so, writes to them, while returning its own contacts, tasks and appointments through the REST API, MCP server and webhooks. The built-in CRM is for companies that do not have one.
How do we measure the quality of the agent's answers?
The quality of Kolio's answers is measured in transcripts and reports: every call, chat and email has a transcript and summary on the contact, and reports show the number of conversations, duration, conversion to appointments, contacts and tasks created and the most frequent topics. A weak answer is fixed in the instructions and the change applies at once to every channel.
How many phone numbers and locations does one Kolio account support?
One Kolio account supports several SIP accounts and dialled numbers; every number is routed by the dialled DID to the same agent, and services and team members carry a location label so the appointment lands in the right branch's calendar and the task with the right owner. The total is not capped by the plan.
Who in the team sees which data?
Kolio has three roles — owner, admin and team member — with granular permissions per module (contacts, tasks, appointments, conversations, reports, settings). The owner has every permission, an agent typically sees their own tasks and conversations; API keys for integrations never exceed the rights of the member who issued them.
How much does Kolio cost for a mid-sized company?
Kolio for a mid-sized company costs from €149 per month on the Growth plan (10,000 credits ≈ 200 calls, web softphone, MCP connections); a larger call volume, more locations and a guided rollout are on the Custom plan, defined in the consultation. The 7-day trial is free.
Book a consultation for your team.
In the introductory consultation we list your numbers, locations and customer questions and propose a rollout team by team. Or start on your own in the 7-day trial.
the consultation is free · rollout in 2–4 weeks · no change of telephony
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