Managed service 04 / 27
Digital Voice
AI voice and chat that answer, qualify and book — around the clock.
AI voice agents that handle inbound and outbound calls and take real actions live, mid-conversation. Real-time speech, an agentic reasoning layer, and execution across your stack — while the customer is still on the line.
Sentry's Digital Voice service deploys AI voice agents that answer inbound and make outbound calls around the clock, and take real actions mid-conversation — booking, updating the CRM, taking payment — while the customer is still on the line.
What Digital Voice delivers
Inbound & outbound, 24/7
Inbound support and outbound qualification, booking, renewals and after-hours cover — day or night.
Acts mid-conversation
Books, subscribes, updates the CRM and charges while the customer is still on the line — zero handoffs.
Every call accountable
Transcribed, scored against SLAs and tied to a named owner — measured on 100% of calls, not a 2% sample.
Representative stack
n8n
ElevenLabs
Deepgram
Twilio
3CX
AsteriskRetell AIGenerative, RAG and Agentic
Three different things \u2014 most businesses need more than one.
A voice AI platform that runs the real-time speech layer of a call — listening, speaking, and holding the turn-taking close enough to natural that people stop noticing it.
When you need it: Retell AI is one of the voice platforms we build on inside Digital Voice. We select and run it as part of the managed service rather than selling it on its own, so you get the outcome without owning the integration.
The gap between a caller finishing a sentence and the agent starting to reply.
When you need it: Past about a second, callers talk over the agent and the conversation stops feeling human. It is the single number that decides whether a voice agent is usable.
The agent calling your systems while the caller is still on the line — booking, updating the CRM, taking payment.
When you need it: Without it a voice agent is an answering machine with better grammar. With it, the call ends with the work already done.
KPIs we move — measured, owned, reported
Every KPI is tied to a named owner and a target agreed up front — so this service is accountable to outcomes, not activity, for every stakeholder who consumes the value.
Capability Maturity — we walk you up the five levels
Operated at Level 5 · Optimising — self-improving, measured and owned. We track this rank and raise it over time. See the five levels →
Why this matters
Functional value, value-stream value — and why it can't be ignored.
AI voice agents that handle inbound and outbound calls and take real actions — booking, updating the CRM, taking payment — live, mid-conversation.
The response-and-conversion stage at the speed of the call: it removes the hours-to-days gap between intent and action, converting and serving on 100% of calls, each tied to a named owner.
Every unanswered call and slow callback is a customer handed to a faster competitor. Speed-to-lead decides who wins the deal — a missed-call business is quietly losing the very enquiries it paid to generate.
How it works
Hears, decides, acts — while the customer is on the line.
Deepgram hears and speaks in real time, an agentic layer decides what to do, and n8n executes it across your systems — mid-conversation.
Deepgram
Real-time speechUltra-low-latency transcription and natural voice — understands and responds like a person, in and out.
Agentic reasoning
Decides & actsUnderstands intent, picks the next action, stays on-script and in-policy — and knows when to escalate to a human.
n8n
Executes liveUpdates the CRM, subscribes, books, charges, notifies — orchestrated across your whole stack, instantly.
A single inbound call — actions happen live
Five actions · zero handoffs · all before the customer hangs up.
Call connects. The agent answers instantly and transcribes the conversation in real time.
Live“Where's my order?” — the agent answers from your knowledge base and order system.
Answered“Oh, and add me to your newsletter.” — the agent subscribes them in Mailchimp, mid-call.
Subscribed“Can someone call me Tuesday?” — the agent books the callback straight into the calendar.
BookedCall ends. The CRM is updated, the call is logged and a follow-up email is already on its way.
SyncedThe Hawthorne effect
A well-documented finding from 1920s–30s workplace studies: people raise their performance simply because they know it is being observed and measured. When every call is recorded and owned, standards rise by default — so measurement doesn’t just report quality, it creates it.
One data layer · measured & owned
Every service creates data — captured, measured, owned.
Digital Voice doesn’t just run — it generates signal. We land that data in one warehouse and turn it into live KPIs tied to a named owner, so performance is attributable and acted on, never trapped inside a single tool.
Data warehouse
Supabase
Snowflake
Keboola
BigQuery KPIs, dashboards & apps
Plotly
Retool
Apache Superset Platform-agnostic — we connect what you already use and add a warehouse only where it earns its place.
How we select technology
We choose technology last — for the outcomes it has to earn.
Never tech for its own sake. A tool joins the stack only where it measurably protects value, cuts cost or unlocks speed — fit to a designed system, owned where it counts, and measurable from day one. How we select technology →
Speed
Modern, edge-served stacks are sub-second. Slow surfaces cost conversion and SEO every single day.
Cost
Cut licence, hosting and per-task SaaS fees — pay for capability, not lock-in or idle enterprise tiers.
Security
Flat, edge architecture with almost nothing left to attack — fewer moving parts, smaller surface.
Ownership & no lock-in
Composable and self-hosted where it counts — you own the system, not rent someone else’s.
Measurability
Clean data and KPIs baked in — you cannot improve, automate or apply AI to what you cannot measure.
Fit to process
The right tool for a designed system — selected against process readiness, so it amplifies, not adds friction.
How we deliver · DMAIC
Every Digital Voice engagement runs on DMAIC.
Define the goal and its value, measure the baseline, analyse the real constraint, improve with a proven build, then control the gains — so results are predictable, repeatable and defensible, not down to luck.
Agree the goal, value, budget & timescale up front.
Baseline the KPIs above — current state, not guesswork.
Diagnose the real constraint and the solution needed.
Build the chosen solution; prove the uplift.
Lock in the gains; monitor and sustain them.
FAQ
Common questions
What can an AI voice agent actually do on a call?
It books appointments, sets up subscriptions, updates your CRM and takes payment while the customer is still on the line. That is the distinction that matters: the agent completes the task during the call rather than capturing a message for someone to action later, so there is no handoff to be lost.
Will callers know they are speaking to an AI?
They are speaking to real-time synthesised speech with an agentic reasoning layer behind it, so the conversation flows naturally rather than following a phone-tree script. Sentry treats how that is disclosed as your decision, set with you when the agent is configured rather than assumed.
What happens to the calls we currently miss?
They stop being missed. Every unanswered call and slow callback is a customer handed to a faster competitor, and speed-to-lead decides who wins the deal. A missed-call business is quietly losing the enquiries it already paid to generate — voice agents cover inbound, out-of-hours and overflow so nothing rings out.
How do we know the agent is handling calls properly?
Every call is transcribed, scored against agreed SLAs and tied to a named owner. That is 100% of calls rather than the 2% sample a human QA process manages, so a drift in quality shows up in the measurement rather than in a complaint months later.
Is this for inbound support or outbound sales?
Both. Inbound covers support, enquiries and after-hours cover; outbound covers qualification, booking and renewals. They run as one service because the same reasoning layer and the same CRM integration serve both directions.
What does a managed voice agent service cost?
Sentry's managed services start at £3,000 per month, scoped to the work and including selected tool costs. It begins with a free Discovery session and a Financial Value Model, which for voice usually means quantifying what your missed and slow-answered calls are currently costing before anything is deployed.
Free service sheet
Digital Voice
What a managed voice layer actually does — routing, transcription, AI agents and the reporting that proves it works — across Twilio Flex, Asterisk and 3CX.
Start here · the free first step
Digital Voice starts the same way every engagement does: with Discovery.
Two distinct moves — a free, no-obligation Discovery Session to find your value at stake, then the Discovery & Blueprint: 14 structured outputs — value model, roadmap and business case — before a pound of delivery is committed.
Engaged alone or as one engine