Industries › Retail
VOCPhone for Retail
Two customers. One of you. The phone always loses.
The person at your counter gets served, and they should. The person on the phone hears four rings and buys the same thing three doors down. An AI phone agent on our own network takes that second customer, in an Australian accent, before the fourth ring.
Answers every call, including after you have locked up
Keeps the number already on your shopfront and your bags
One number across every store, with overflow between them
Our own network, so uptime is our problem and not a supplier's
Order held · SMS sent
Sat 11:04am
Your shop floor, Saturday11:04
Serving at the counterBoth hands busy. Card machine warming up.selling
Have you got it in stock?Ready to drive over and pay full price.08s15s23s34slost
What time do you shut today?Tenth person to ask this week.08s15s23s34slost
One sale made. Two walked to whoever answered.
Said out loud in every shop
You have said at least four of these this month
None of these are phone system problems. They are trading problems that happen to arrive down a phone line.
01
You cannot serve two people at once
The counter wins, and it should. Which means the phone is the channel you deliberately neglect during your busiest, highest margin hours. The better the trade, the more you lose.
The agent picks up on the first ring while you keep selling.
02
The same five questions, four hundred times a week
Are you open. Where do I park. Have you got it in my size. Is it cheaper online. Has my order arrived. None of it needs a person, and all of it interrupts one.
Answered instantly from what you told the agent about your shop.
03
Peak trade triples the calls, never the staff
Black Friday, Christmas, stocktake, Mother's Day. The four weeks that carry your year are the four weeks your phone is least likely to be answered.
Capacity that scales with the queue instead of the roster.
04
Two shops, one number, no overflow
Open a second store and calls land at the wrong one. Nobody can cover for anybody, and customers get told to hang up and dial a different number, which they will not do.
One number, routed by store and hours, overflowing between sites.
05
Casual staff turn over every school holidays
A phone system nobody can operate is a phone nobody answers properly. Transfers get fumbled and the new starter puts the handset on the bench.
Nothing to train, because the agent answers before anyone must.
06
You cannot report on what you never heard
You know your best selling line to the cent. You have no idea that fourteen people rang last week for something you do not stock.
Every call recorded, transcribed and summarised into readable demand.
Watch one get saved
6:42pm. You closed at six. The sale happens anyway.
This is the call that used to ring out into a dark shop. Here it is answered by a VOCPhone AI phone agent, from what you told it about your business.
It sounds like it is from here. Genuine Australian accents. Not an offshore call centre and not a robot reading a script.
It knows your shop. Hours, locations, parking, services, prices, and whatever your point of sale exposes through the integration.
It hands over when it should. Refunds, complaints and anything unusual go to a person, with the context already gathered.
It leaves a trail. Recording, transcript, summary and next action in your systems before the customer hangs up.
VPVOCPhone AI Agent Inbound · 00:47LIVE
AgentEvening, thanks for calling. We shut at six, but I can still sort you out. What are you after?
CallerHave you got the 18 volt cordless drill kit? The blue one.
AgentWe do. Three on the shelf at Parramatta and two at Blacktown. Want me to hold one under your name?
CallerYes please. Until tomorrow lunchtime? And what time do you open?
AgentDone. We open at eight thirty and I will hold it until one. Can I grab a first name and mobile?
CallerDan, oh four one one, two three four, five six seven.
AgentThanks Dan. It is set aside and I have texted you the details and the address.
What happened while you were at dinner
- Stock checked across both stores, no human involved
- Item held against a name and mobile, with an expiry
- Confirmation SMS sent from your own business number
- Transcript and summary waiting for the morning shift
The number nobody tracks
A missed call is a sale you never rang up
Shrinkage gets counted. Wastage gets counted. Foot traffic gets counted by a sensor above the door. The phone is the one channel where you lose money all day and never see a figure.
1Nobody leaves a voicemail any more. They hang up on the fourth ring and tap the next result on the map. Your missed call is somebody else's sale, inside ten seconds.
2The caller was your warmest lead. They already knew what they wanted. They were checking you had it before getting in the car.
3You never find out it happened. No alert, no report, no line in the point of sale. The only trace is a slightly quieter afternoon.
Lost sales, per weekIllustrative. Put your own numbers in.
Calls to the shop120
Answered by a person84
Rang out or hung up36
Share who were a genuine buyerx 0.40
Buyers lost per week14
Your average sale$85
Lost per week$1,190
Lost per year$61,880
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. Most retailers find the real number is worse.
One number, however many shops
Stop asking customers to work out which store to ring
Publish one number. Everything behind it is yours to shape: by store, by trading hours, by queue, with the AI agent catching whatever a human cannot get to.
Live call being routedOverflow and after hours to the AI agent
Trading peaks
Your phone volume has a Christmas problem
Retail call volume is not flat. It spikes exactly when your team is least able to pick up, and no roster fixes that economically. You cannot hire a receptionist for eleven days in November.
An AI agent does not need a roster. It absorbs the whole peak, hands the good ones to your team, and costs the same in February as it does on Boxing Day.
Inbound calls across a retail yearshape, not scale
What your team can realistically answer Overflow the AI agent picks up
Illustrative shape based on the typical Australian retail trading calendar. Your own curve will be steeper or flatter depending on what you sell.
It plugs into the shop you already run
Your phone should know who is calling before you do
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 last order and their loyalty status appear as it rings, so the first thing you say is their name.
Click to call from anywhere
Ring a supplier from the purchase order or a customer from the sale, without typing a number, and every call logged against the right record.
Notes that write themselves
Recording, transcript, AI summary and next action land in your CRM. Untimed HD video for up to 30 when a supplier 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 retailers ask us first
Can an AI agent really answer stock questions?
It answers from whatever you give it. Hours, locations, parking, delivery, returns, services and pricing are straightforward, because you tell the agent once and it never forgets.
Live stock depends on what your point of sale can share through an integration or an API. Where that connection exists the agent can quote availability by store, as in the example above. Where it does not, it takes the enquiry with the product already identified and promises a callback. That is still a saved sale.
What happens when the AI cannot help?
It hands over, and you decide where. Refunds, complaints, warranty disputes and anything sensitive can go to a person, a queue, or a manager's mobile.
The customer does not repeat themselves either. Outside trading hours the agent takes the details, texts a confirmation and queues the callback.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800, so the number on your shopfront, your bags and forty thousand Google results stays exactly as it is.
We port it and plan the cutover around your trading hours, not ours.
We have three stores. Does it handle that?
That is where it earns its keep. You advertise one number and we route behind it by store, by time of day and by queue, with overflow so a call at a flat out shop rings at a quiet one instead of ringing out.
Each site keeps its own greeting and direct number if that suits. Reporting rolls up across all of them.
Will my casual staff be able to use it?
Yes, because it looks like apps they already use. Calls, transfers, messages and chat live in one VOCPhone app on desktop or mobile, and the desk handsets behave like desk phones.
Anything clever, like who a call reaches at 4pm on a Sunday, is configured centrally by you. New starters just answer.
What if the internet drops mid trade?
Calls keep flowing. The mobile app works over 4G and 5G, so staff answer on their handsets while the shop connection is down, and flows can divert to mobiles automatically.
Because we own and operate the network rather than reselling somebody else's, when something does go wrong there is one company to call and we are not waiting on a wholesaler. We also supply NBN, so the connection and the phone system can come from us on one bill.
How does the price-match guarantee work?
If you find comparable business voice for less, we will match it. The detail sits on our price guarantee page, and we would rather you read the terms than take a slogan on trust.
It exists because we own the network. There is no reseller margin stacked in the middle of your bill.
Voice over Cloud
Next Saturday, nobody has to choose
Book fifteen minutes. Tell us how calls reach your shop today, and we will show you the version where the counter and the phone both get looked after.
1300 663 222 · vocphone.com · Australian owned and operated