Industries › Logistics
VOCPhone for Logistics
Drivers, depots and customers are all ringing the same person.
A logistics operation runs on three separate conversations at once: drivers who need decisions, depots that need coordination, and customers who want to know where their freight is. All on one line.
Drivers jump every queue, because idle trucks cost money
Keep every number you already advertise
We own and run the network, so uptime is ours to fix
Australian owned, hosted and supported, 15+ years in market
Driver prioritised · resequenced
Mon 7:15am
Your allocations desk07:15
Allocator on a driver callOne allocator, one call, a run to dispatch.engaged
Customer chasing a deliveryThird call this morning, escalating.13s28s44s60slost
Driver stuck at a closed dockSitting idle, costing money.06s14s22s31slost
One run allocated. One customer escalating, one truck idle.
Said out loud on every allocations desk
You have said at least four of these this month
These are fleet utilisation and customer retention problems that arrive down a phone line.
01
Three conversations, one line
Drivers, depots and customers all ring the allocations desk, and the desk can only be in one conversation.
Separate queues, so drivers never queue behind a tracking enquiry.
02
Where is my freight is your top call
The most repeated contact you receive, it needs no human, and it currently occupies operational staff.
Answered instantly from your tracking data, or pushed out proactively.
03
Drivers need decisions in seconds
A driver at a closed dock or a failed delivery needs an answer now, not a place in a queue.
Driver calls prioritised absolutely, above everything else.
04
Overnight and weekend runs have thin cover
Freight moves 24 hours. Your office does not.
The agent covers every hour, and escalates what needs a person.
05
Delivery instructions get garbled
Site access, dock times and contact names taken verbally on a bad line cause failed deliveries.
Every detail captured, read back and recorded.
06
Nobody can prove what was promised
Delivery windows agreed by phone and then disputed on an invoice.
Recording, transcript and summary against the consignment.
Watch one get handled
6:40am. The desk is flat out. The driver gets an answer.
This is the call that used to sit in a queue. Here it is answered by a VOCPhone AI phone agent, from what you told it about your operation.
It sounds like it is from here. Genuine Australian accents, which matters to drivers and customers alike.
It knows your network. Depots, runs, dock times, customer sites and who allocates what.
It prioritises drivers. Because a driver on the phone is usually a vehicle not moving.
It answers tracking without a human. Which removes the largest single call type in the industry.
VPVOCPhone AI Agent Inbound · 00:41LIVE
AgentMorning, you have reached allocations. Which run are you on?
DriverIt is Dave on the western run. I am at the Altona site and the dock is closed. Nobody is here.
AgentThanks Dave. Altona has a booked dock window at 7am, so you are twenty minutes early. Wait, or shall I get the allocator to resequence you?
DriverI would rather resequence. I have two more in that area.
AgentUnderstood. Putting you straight through to the allocator now, and I have logged that Altona is unattended before its window and you have two nearby drops available.
DriverPerfect.
AgentConnecting you now, and it is on the consignment record either way.
What happened at twenty to seven
- Driver answered immediately rather than sitting idle in a queue
- Dock window checked and the situation identified in one question
- Routed to the allocator with resequencing options already gathered
- Logged against the consignment so the delay is documented
The number nobody tracks
An idle truck and an angry customer start as the same unanswered call
Logistics margins are thin and time based. Every unanswered call is either a vehicle not moving or a customer losing confidence, and both compound quickly.
1Idle vehicles cost by the minute. A driver waiting on a decision at a closed dock is burning money and a delivery window at once.
2Where is my freight is most of your volume. The most repeated question in the industry, fully answerable from your own tracking data.
3Escalations consume your best people. One frustrated customer can occupy an allocator for half an hour while the rest of the run goes unmanaged.
Idle time, per weekIllustrative. Put your own numbers in.
Inbound calls900
Answered by the desk560
Rang out or abandoned340
Share that were driver or operationalx 0.30
Operational calls that did not connect102
Cost per incident of delay$85
Lost per week$8,670
Lost per year$450,840
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. That excludes the customers lost to repeated escalations.
One number, three different jobs
A driver should never queue behind a tracking enquiry
Publish one number. Behind it, drivers get absolute priority, customer tracking is answered without a human, and depots have their own stream.
Live call being routedOverflow and after hours to the AI agent
Operational peaks
Peak freight season breaks the allocations desk
Freight volume spikes hard from October into December, and with it every category of call. Drivers, customers and depots all multiply at once, against a desk you cannot easily scale.
An AI agent answers unlimited simultaneous calls, removes tracking enquiries entirely, and keeps drivers at the front of the queue, so peak season stops meaning idle vehicles.
Inbound calls across a freight yearshape, not scale
What your desk can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian freight peaks. Your own curve depends on your customer base.
It plugs into what you already run
Your phone should know which consignment is calling
VOCPhone connects to more than a thousand apps and offers open APIs, so a call arrives with a customer attached to it rather than just a number.
SalesforceHubSpotZohoXeroMondayGoogle WorkspaceMicrosoft 365SlackOpen APIs for the rest
Screen pops before you say hello
The caller's name, their history and their open consignment appear as it rings, so you open with their name instead of asking who is calling.
Click to call from the record
Ring a customer straight from your transport management system without typing a number, and every call logs itself against the right file.
Notes that write themselves
Recording, transcript, AI summary and next action land in your CRM. Untimed HD video for up to 30 people is included when a call needs faces.
Why VOCPhone
One provider, one network, one bill
Most providers sell you a phone system that runs on infrastructure they rent. We built ours, which changes what we can promise.
We own the network
Not a reseller reselling somebody else's switch. VOCPhone owns and operates its own Australian network, which is why we can guarantee 99.99% uptime and fix things ourselves.
AI phone agents that sound Australian
Inbound and outbound agents trained on your business. They answer, qualify, book and escalate, in a genuine Australian accent, at any hour.
Desk, desktop and pocket
Apps for Windows, Mac, iOS and Android, plus certified desk and cordless handsets. Untimed HD video for up to 30 people comes with it.
Australian, and answerable
Australian owned, Australian hosted, 24/7 human support, 15+ years in this market, and a price-match guarantee if you find better.
Straight answers
The questions logistics operators ask us first
Can it answer where is my freight?
Where your transport management system can be reached through an integration or an API, yes, and it removes your largest single call type. It can confirm where a consignment is, when it is scheduled and whether it is delivered.
Even without a live connection it captures the consignment number precisely and gets a definite answer back quickly.
Can drivers always jump the queue?
Yes, and it should be configured that way, because a driver on the phone usually means a vehicle not moving. Driver calls can bypass every other queue and attempt several destinations until somebody answers.
Drivers can be recognised by their number, so they do not have to identify themselves before being prioritised.
Does it work overnight?
It covers every hour, which matters because freight moves when offices are closed. Overnight it handles tracking and routine driver questions and escalates only what needs an allocator.
That usually means your on call person gets woken for real problems rather than for dock times.
What happens when the AI cannot help?
It hands over, and you decide where. Damage claims, service failures and anything contractual can go to a person, a queue, or a manager's mobile.
The caller does not repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours it takes the details, texts a confirmation and queues the callback.
What difference does owning the network actually make?
Most providers resell somebody else's switch, which means when something breaks they raise a ticket with a wholesaler and wait, exactly like you would. VOCPhone built and runs its own Australian network, so we fix it ourselves.
It is also why we can put a number on uptime and offer a price match. There is no reseller margin stacked in the middle of your bill.
We run more than one depot. Does that work?
That is where it earns its keep. Advertise one number and we route behind it by depot, by time of day and by queue, with overflow so a call at a flat out depot rings somewhere quieter.
Each depot can keep its own greeting and direct number. Reporting rolls up across all of them.
Do we have to change our phone number?
No. Number portability is standard, including 1300 and 1800, so the number on your consignment notes, your invoices and your customer records stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
Voice over Cloud
Keep the fleet moving and the customers informed
Book fifteen minutes. Show us how driver and customer calls reach you today, and we will show you the version where neither blocks the other.
1300 663 222 · vocphone.com · Australian owned and operated