Case Studies

Real results from real programmes. Each case study details the challenge our client faced, the solution we implemented, and the measurable outcomes delivered. We work across regulated industries where compliance, quality, and performance are non-negotiable. Below them sit the software platforms we have designed and built in-house.

Insurance

Major UK Insurer

42% Reduction in Average Handle Time

Deployed AI voice agents for first notice of loss, automating routine claim intake and reducing average handle time across the claims team.

Read Case Study Telecommunications

Global Telecoms Provider

28% Increase in First-Call Resolution

Full BPO partnership delivering inbound customer service across billing, technical support, and retention programmes.

Read Case Study Retail

Leading UK Retailer

97% Compliance Score with Speech Analytics

Implemented speech analytics across FCA-regulated sales operations, achieving near-perfect compliance monitoring.

Read Case Study Healthcare

NHS Regional Trust

35% Reduction in Missed Appointments

AI booking confirmation calls reduced DNA rates across outpatient services.

Read Case Study Financial Services

Fast-Growing Fintech

60% of Tier-1 Queries Automated

Voice agent deployment handling account queries, password resets, and balance checks.

Read Case Study Utilities

National Utility Provider

£2.1M Annual Savings

Contact centre consolidation and optimisation programme.

Read Case Study

Built in-house

Software We Have Built

Alongside the programmes we run for clients, we design and build our own voice and telecoms software. These are complete commercial platforms, engineered end to end by our team.

AMD Cop Portal

In service

Outbound call centre technology

The commercial platform behind our answering-machine detection engine: everything needed to sell, meter and support the service at scale.

The problem

Predictive dialers place more calls than they have agents. When a call connects, the system has about two seconds to tell a live person from a voicemail greeting. Get it wrong and you either hang up on a real customer, damaging caller reputation and inviting regulatory trouble, or you burn an agent's time on an answering machine.

What we built

We built the full commercial layer that turns detection into a subscription product: self-serve onboarding, dialer registration, live call analytics and an internal support console. The detection engine itself remains deployable inside the customer's own network.

What sets it apart

Never in the call path

If the platform goes offline, live call handling continues uninterrupted and usage reconciles on recovery. Downtime never costs the customer a call.

Honest accuracy reporting

The portal surfaces false-positive rate on real traffic rather than a headline accuracy figure, because the false positive is the number that actually determines commercial risk.

Isolated by design

Multi-tenant throughout, with data isolation enforced at the database level rather than in application code.

Screens

2,476

Automated tests

Payment rails

Retention channels

Built withPython / FastAPINext.jsPostgreSQLKubernetesStripePayPal

SIPTRUNX

Pre-launch

DID marketplace & cloud voice platform

A wholesale telephone-number marketplace with its own carrier-grade voice switch and billing engine, on infrastructure the business fully owns.

The problem

Selling phone numbers and SIP trunking usually means renting someone else's platform. That comes with licence fees on every seat and channel, a roadmap you do not control, and a portal that exposes your supplier and your wholesale cost to your own customers. Growth means paying more to the platform vendor, and white-labelling to partners is unsafe.

What we built

We built the full stack as a single product: storefront, switch and money engine. The brief was to replace a rented platform with an owned one, and that is what was delivered.

Inside the platform

Number marketplace

Live search of carrier inventory by country, state and area code, with cart, checkout and instant provisioning. Sell prices derive from live supplier cost plus a configurable markup, converted to the customer's currency and locked at purchase.

Carrier-grade voice

Our own softswitch carries the calls: inbound routing to SIP trunks and devices, IVR and auto-attendant, voicemail, call recording, transfer, conferencing, business-hours and blocklist rules, with encrypted signalling and media.

Billing engine

A prepaid wallet on an append-only ledger, with real-time call rating, live credit holds that cap spend mid-call, monthly recurring charges on rented numbers, invoices, online top-up and clean cancellations.

White-label reseller tiers

Platform owner to reseller to end customer. Each reseller sets its own pricing, sees its own revenue, and onboards its own customers under its own brand.

Number reputation

Every number is scanned against carrier spam and robocall databases and flagged in the portal, so customers can retire a burned number before it destroys their answer rate.

What sets it apart

Margin is owned, not rented

No platform licence sits between the business and its customers, so revenue scales without a rising vendor bill.

Cost cannot leak downward

Supplier identity and wholesale price are hidden at the data layer rather than just in the UI, and continuously verified by automated tests. That is what makes white-label distribution safe to sell.

Carrier-independent

Supplier integrations are pluggable, so carriers can be added, re-priced or dropped without touching the storefront.

Money safety engineered in

Every financial path is idempotent and guarded against double charges, orphaned purchases and refund errors.

200+

Automated tests

Reseller tiers

Owned softswitch

Built withNext.jsNode.jsPostgreSQLRedisFreeSWITCHDocker

Want Results Like These for Your Organisation?

Every programme we deliver is built around measurable outcomes. Talk to our team about how DigiTalker can help your organisation achieve similar improvements.

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