How Enterprises Build Custom Voice AI Agents On Viirtue

Voice AI is moving from buzzword to core infrastructure. For large enterprises, the question is no longer if you will use AI at the edge of your phone system, but how you will do it without creating a mess of vendors, invoices, and compliance risk.

Viirtue gives internal IT teams a single platform for carrier-grade voice, UCaaS, CPaaS, and AI products like voice agents and real-time sentiment analysis (Viirtue)

“Approximately 57% of large enterprises have already deployed AI agents for functions such as customer support, marketing, analytics, and other workflows …” – CitrusBug.com

On top of that, you can route calls into Microsoft Teams, existing PBXs, or pure cloud VoIP, while buying at wholesale economics and managing everything yourself through Viirtue portals and unlimited APIs. (Viirtue)

In this guide, we will walk through how enterprise IT teams can:

• Build custom voice AI agents on Viirtue

• Brand the full experience for employees and customers

• Capture wholesale pricing instead of retail markups

• Self-manage and deploy at scale

• Integrate seamlessly with Microsoft Teams and traditional VoIP

What is a voice AI agent in the context of enterprise telephony?

A voice AI agent is a conversational system that answers calls, understands natural language, and can take actions such as:

• Routing callers based on intent rather than keypad options

• Authenticating users and pulling account data

• Scheduling, updating, or cancelling appointments

• Capturing leads and pushing them into CRM

• Handling common HR, IT, or operations questions

Instead of a static IVR tree, your callers speak in their own words, and the AI agent responds in a natural voice, backed by your business logic and data.

On Viirtue, these agents live on top of a full Class 5 softswitch, UCaaS feature set, and CPaaS style APIs, with optional add-ons like AI sentiment and call summaries for the human agents who still handle complex conversations. (Viirtue)

Why large enterprises build voice AI on Viirtue

Enterprise IT teams are under pressure to modernize communications without creating another silo. Viirtue gives you a single platform that covers:

• Carrier-grade cloud voice and UCaaS: A full Class 5 softswitch, contact center features, SMS, MMS, and collaboration, delivered as a service. (Viirtue)

• AI products you can deploy today: Production-ready AI voice agents and real-time sentiment analysis that can be packaged as part of your internal or external contact flows, not just a lab experiment. (Viirtue)

• Open APIs and integrations: Voice, SMS, and fax APIs that let your developers connect LLMs, CRMs, ticketing systems, and data sources so the agent can do real work, not just answer FAQs. (Viirtue)

• Full white label and brand control: From the portals to the invoices to the end customer experience, Viirtue is built to be branded, so enterprises and partners can keep their name front and center. (Viirtue)

• Teams and legacy telephony in one place: Viirtue’s TeamMate powered integration turns Microsoft Teams into a full UCaaS endpoint for voice and SMS under your brand, while still letting you maintain existing UC systems where needed. (Viirtue)

The result is a single communications fabric that can host AI agents, traditional call flows, and modern collaboration at the same time.

Architecture at a glance: how a Viirtue voice AI deployment works

Here is a simple way to think about the architecture:

1. Telephony fabric (Viirtue)

   • Numbers, routing, SIP trunks, Teams calling, UCaaS features

   • ViiBE for account structure, billing, usage, and taxes

2. AI brain

   • Viirtue provided AI voice agents

   • Or your choice of LLM / NLU stack wired in via APIs

3. Business systems

   • CRM, ticketing, ERP, scheduling tools, data warehouses

4. Endpoints

   • Microsoft Teams clients

   • Softphones and desk phones

   • Existing PBXs and SIP devices

The call comes into Viirtue, hits your AI agent logic, and either completes entirely in AI or hands off to a human in Teams or your existing phone system with full context.

Step by step: from idea to production AI agent

1. Pick a high-value use case

Start with a narrow, measurable problem, such as:

• After-hours customer support triage

• Overflow for your main contact center queue

• Internal IT help desk intake

• Employee HR hotline

Define success metrics like containment rate, average handle time, time to first response, or cost per call.

2. Design the experience and escalation paths

Map the caller journey visually:

• What should the agent greet with

• What data does it need (account, order, asset, ticket)

• When to escalate to a person

• What happens if the AI is not confident

On Viirtue, you can design routing so that specific intents, sentiment scores, or queue conditions trigger handoff to live agents, with transcripts and summaries attached where you choose to use those features.

3. Wire telephony to the AI agent

In Viirtue:

• Assign or port the numbers this agent should answer

• Set inbound routes so those numbers point to your AI flow

• Configure failover targets if the AI provider is unreachable

Because Viirtue is your carrier and UCaaS platform, you do not need a separate CPaaS vendor just to terminate the calls.

4. Connect systems of record

Use Viirtue’s APIs and your own integration layer to connect:

• CRM or customer database for lookups

• Ticketing system for creating or updating cases

• Calendar or scheduling system

• Payment or billing portals

The AI agent can then authenticate callers, pull context, and take actions that actually move the needle.

5. Deploy with Teams or your PBX in the loop

For handoff to humans, you can:

• Ring Microsoft Teams clients for the right queue or group

• Route into queues on your existing PBX or contact center

• Send SMS follow-ups via Viirtue messaging

Because Teams calling and traditional UC are on the same Viirtue backbone, you can centralize policies, compliance, and reporting.

6. Monitor, coach, and iterate

Once live:

• Use call recordings, transcripts, and sentiment scores (if enabled) to see where callers get stuck

• Tweak prompts, flows, and integration logic

• Gradually expand to more use cases and numbers

This closed loop is where Viirtue’s AI features are especially helpful, since they surface trends without forcing you into yet another analytics tool.

Brand the entire experience for your enterprise

Viirtue was built as a white label platform, which maps nicely to enterprise brand requirements:

• Voice and messaging: Custom greetings, branded voice talent, hold music, and SMS copy that reflects your tone and compliance language.

• Portals and invoices: Fully brandable portals and billing artifacts so your internal stakeholders and external customers see your logo and design, not a carrier you happen to be using. (Viirtue)

• AI agent personality: Control the agent’s name, style, and guardrails. A financial services brand might choose a conservative tone, while a SaaS brand might opt for a more conversational style.

Because Viirtue handles the heavy lifting around rating, tax, and invoicing, you can structure internal chargeback models or partner programs without building a billing engine from scratch. (Viirtue)

Wholesale pricing for enterprise IT teams

Enterprises are tired of paying retail rates per seat for every new AI feature.

With Viirtue you can:

• Buy voice, numbers, and AI products at wholesale-style pricing

• Separate core connectivity, AI add-ons, and usage in your internal models

• Roll up costs across Teams, UCaaS, and AI into a single invoice with proper taxes and surcharges calculated automatically

ViiBE’s usage rating and telecom tax automation simplify compliance in a way most generic CPaaS providers do not, which matters when your finance and tax teams start asking detailed questions. (Viirtue)

Self-manage and deploy at scale

Large enterprises often want to own day to day operations instead of submitting tickets to a carrier. Viirtue supports that motion with:

• Intuitive tools for number ordering, porting, and CNAM

• Admin experiences for routing, queues, and Teams calling

• Usage analytics to monitor adoption and cost

Those self-service capabilities sit on top of the same platform that your MSP partners can use, which means you can mix internal administration with selected partners without losing control. (Viirtue)

Integrating voice AI with Microsoft Teams

Many enterprises already live in Microsoft 365. Viirtue lets you meet users where they work:

• Teams becomes a full softphone with integrated voice and SMS under your brand

• AI agents can answer external calls and hand off to Teams users for complex issues

• Internal help desk agents can live entirely in Teams while the AI does first-line triage

Viirtue’s TeamMate powered integration makes Teams a complete UCaaS endpoint while you retain control over billing, tax, and routing policies in ViiBE. (Viirtue)

Integrating with traditional VoIP or existing PBXs

If you are not ready to rip and replace your current phone system, you do not have to.

Classic patterns include:

• AI front door: AI answers the main number, authenticates the caller, then forwards to existing queues on your PBX or contact center.

• Overflow and after-hours: Calls overflow to an AI agent hosted on Viirtue if queues are full or outside business hours.

• Gradual cutover: New sites or departments go live on Viirtue and AI first, while legacy sites keep their current setup until you are ready.

Because Viirtue combines wholesale SIP, UCaaS, and AI in a single platform, hybrid approaches stay manageable instead of turning into a multi-vendor tangle. (Viirtue)

Enterprise voice AI use cases you can deploy now

A few practical examples:

• Customer support front door with AI triage and human escalation

• Sales line that qualifies leads, books meetings, and sends SMS confirmations

• IT help desk that handles password resets, status checks, and ticket creation

• HR hotline for basic policy questions and routing to the right team

• Operations line for order status, shipment tracking, and incident reporting

• Collections and billing calls that can take payments or set up payment plans

Each use case can start small on a single number, then expand once metrics prove out.

Getting started with Viirtue for enterprise voice AI

A simple rollout plan:

1. Workshop and architecture: Align use cases, data sources, security, and compliance requirements with Viirtue and any implementation partners.

2. Pilot one or two flows: Pick a constrained use case, deploy, and measure for 30 to 60 days.

3. Scale, standardize, and productize: Turn your most successful patterns into reusable blueprints across regions, brands, or business units.

When you are ready, your IT team can manage day-to-day operations while Viirtue handles the network, platform, and ongoing innovation.

Conclusion: Why Enterprises Choose Viirtue for Voice AI Agents

Enterprises are learning quickly that voice AI agents are no longer experimental tools. They are becoming a central part of how large organizations handle support, operations, HR, and customer engagement at scale.

The challenge is deploying them in a way that protects compliance, simplifies telephony, and keeps costs under control. That is exactly where Viirtue delivers an advantage.

With Viirtue, your team gets a single platform that brings together carrier-grade voice, UCaaS, Microsoft Teams integration, CPaaS-style APIs, and production-ready voice AI agents under your own brand.

You can start small, automate high-value interactions, and expand as results come in, all while avoiding the usual mix of third-party vendors and fragmented billing.

For enterprises that want full control, wholesale pricing, and a reliable path to scale, Viirtue provides the cleanest foundation to build and manage modern voice AI across the entire organization.

To explore what custom voice AI agents can do for your enterprise, visit viirtue.com and connect with the team. Your next-generation communications strategy starts here.

Enterprise voice AI with Viirtue: FAQs