The role of an agent has never been more demanding.
They are expected to deliver value on every call, stay consistent across conversations and show the same level of care no matter how challenging the interaction. They must adapt quickly as market conditions shift, from the days of Covid when information and scorecards changed daily, to today’s rise in fraud where agents are expected to identify both vulnerability and signs a caller may be coached. At the same time, simpler tasks have moved to self service, leaving agents to handle the most complex and demanding conversations. It is a challenging job by any standard.
This is why Voyc is introducing ALEX Live, the most significant leap forward in our journey since we began eight years ago. It marks a meaningful shift for the industry, bringing real time support directly into the moments that matter most.
As customer expectations rise and firms face growing pressure to deliver clear, confident and high quality conversations, accurate support has become essential. ALEX Live was shaped in partnership with real agents, managers and firms who face these pressures every day. It was built to solve the challenges they described, enabling agents to adjust instantly rather than waiting for feedback after the call. This means improvement happens in the moment, strengthening performance before the next conversation even begins.
ALEX Live listens as the call unfolds and provides timely, context aware cues on screen that help agents navigate key moments such as affordability checks, disclosures, objection handling, vulnerable customer indicators and other important steps in the natural flow of the conversation.
Why ALEX Live Matters
Throughout 2025, one need consistently stood out in our customer conversations:
“Help our agents get support as they speak, not after the call has ended.”
Post-call coaching is valuable, but it can only improve what has already happened. By the time feedback reaches an agent, the moment has passed, the customer has moved on and the opportunity to influence the outcome is gone. This creates long learning cycles and makes it harder for newer or developing agents to grow quickly.
ALEX Live changes that dynamic entirely.
By giving agents real-time clarity in the moments that matter, it shortens the gap between learning and doing. Agents understand what to adjust before their next call, which helps them grow more quickly and feel more confident. Coaching sessions then become more strategic and focused, because agents arrive having already improved through immediate, in-call feedback.
This leads to:
- empowered, more confident agents
- consistent and accurate responses
- fewer missed statements
- clearer, more effective conversations
- faster learning and improvement
- better outcomes for customers
ALEX Live removes uncertainty, speeds up development and supports agents without disrupting their workflow.
What’s Included in the Alpha
Real-Time Call Guidance
ALEX Live detects key moments in the conversation and provides on screen cues that adapt to the flow of the call.
These can be fully tailored to your organisation’s needs and can include:
objection handling
checking customer understanding
disclosures and regulatory statements
affordability and risk related checks
vulnerable customer indicators
agent behaviours such as repetitive phrasing or speaking too fast
any additional process steps or behaviours important to your business
Guidance adjusts in real time based on what the customer is saying, and the configuration allows you to reflect the specific risks, standards and growth opportunities that matter most to you.
Picture in Picture Mode
Agents can keep ALEX Live visible while navigating their core systems, allowing support and multitasking to work together seamlessly.
Instant Post Call Summary
Right after the call, agents receive a clear summary including:
a performance score
cues triggered
repeated patterns
areas for further development
This immediate feedback helps agents understand their performance and progress faster from one call to the next.
Before, During and After the Call
ALEX Live is designed to support the entire call journey from start to finish.
Before
Agents can launch ALEX Live in a few clicks, with a simple setup that fits naturally into their existing workflow.
During
ALEX Live listens to the call in real-time and provides guidance at the exact moment it is needed, helping agents navigate key steps with confidence and consistency.
After
Agents receive a clear, immediate summary highlighting their score and opportunities for development, enabling faster reflection and improvement.
Together, these stages create smoother conversations, more confident communication and consistently stronger customer experiences.
Voices from Voyc
Lethabo Westaway, Co-founder and CTO at Voyc, said:
“ALEX Live is a major step forward in supporting agents in real-time. Our customers have been asking for guidance that helps prevent issues rather than highlight them after the fact. We’re excited to offer a solution that strengthens conversations as they happen and ultimately supports businesses in reaching their goals.”
Liane Walker, Product Manager at Voyc, commented:
“Real-time guidance adapts to each conversation, giving agents reassurance without breaking their flow. It enhances consistency, clarity and compliance and supports agents across every type of call.”
Paige Whittock, Head of Customer Operations at Voyc, added:
“ALEX Live helps agents learn in the moment so improvements happen before the next call, not weeks later in a review. It means coaching sessions become more strategic, with managers building on progress that is already underway. Issues are spotted and addressed early, long before they land on your desk.”
Availability
ALEX Live is now available through a controlled Alpha release.
Existing Voyc customers can speak with their account manager to join the cohort.
New customers can contact our team to get started.
Request early access by clicking here and experience real-time guidance for your team.
