An Ecommerce Phone System That Knows Your Customers Before You Say Hello

PCI-Compliant Payments During Any Call

Agent-assisted, PCI-compliant credit card capture built into the phone system. The agent initiates payment, the customer enters their card via phone keypad, and the card is securely vaulted. Your agent never sees or hears raw card data.

Autonomous AI Phone Agents — Voice Support That Never Sleeps

Real autonomous voice agents — not voicemail bots, not menu trees. UltraCart AI phone agents pick up the line, hold a real conversation, and handle the full call with the same customer context and commerce capabilities as your human team. Pick from multiple voice personalities and tune behavior, knowledge, and escalation rules per queue.

• Real-time voice — built on a streaming voice pipeline so calls feel like a natural conversation, not a turn-based bot
• Multiple voice personalities — choose the voice and tone that matches your brand
• Overflow handling — when your team is busy, AI picks up with full context instead of sending to voicemail
• Queue assignment — assign AI agents to specific departments just like human agents
• Order taking and payments — process new orders and PCI-compliant payments by voice
• Subscription management — pause, cancel, update cards, and manage auto-orders
• Contextual handoff — when it needs a human, the AI transfers with full conversation context preserved

Real-Time AI Coaching During Live Calls

AI doesn't have to replace your agents — it can make them better. AI coaching listens to live calls and delivers a real-time text feed of suggestions, customer data, and next-best-action recommendations directly alongside the call interface.

• Product suggestions — recommends items based on the customer's purchase history and current conversation
• Customer data on demand — surfaces order details, subscription status, or account info the moment it's relevant
• Organization-specific guidance — trained on your policies, procedures, and knowledge base
• Priority-based alerts — coaching messages flagged by importance so agents focus on what matters
• Automatic trigger — coaching can start automatically per queue, or agents can activate it mid-call

Live AI Oversight — Listen, Whisper, Take Over

Your AI phone agents don't run in a black box. Supervisors get a live oversight console for every active AI call, with the ability to step in at any point without dropping the customer.

• Listen — silently follow the live transcript of any AI conversation in progress
• Whisper — send private guidance to the AI mid-call to steer the response without the customer ever hearing it
• Take Over — pre-empt the AI and continue the conversation as a human, with full context preserved
• Hand Off — when the AI escalates on its own, the call lands in a named human queue with a full summary already attached

Professional Call Handling — Hold, Transfer, and Conference

Every feature your team needs to handle calls efficiently — hold, mute, transfer, conference, and multi-line support. All with real-time customer context visible throughout.

• Hold and resume — per-line hold with custom hold music
• Warm and cold transfer — introduce the caller to the next agent, or transfer directly
• Conference calling — bring in supervisors or specialists mid-call without transferring or dropping
• Multi-line support — handle two simultaneous calls with independent hold and mute per line
• DTMF keypad — navigate external IVR systems and send tones during active calls

Supervise Your Phone Team in Real Time

The supervisor view sits inside Team Operations and gives you a single live picture of everyone on the phones — humans and AI agents together. No tab switching between a queue dashboard, an AI console, and an agent reporting tool.

• Live fleet dashboard — every agent's current status, channel, and call activity, filterable by human, AI, or all
• Listen, barge, and coach on human calls — drop into a live call silently, join the conversation with the customer, or whisper coaching to the agent only
• Queue monitoring — wait times, abandons, longest holds, and agent availability across every queue
• Custom statuses with routing rules — create statuses like Lunch, Training, or Wrap-up with their own routing behavior, parent statuses, and timezone defaults
• Daily and date-range reporting — time-in-status and call activity rollups, separated by human and AI for honest hybrid-team reporting

Phone Order Entry Without Leaving the Call

Your agents can build a full order while talking to the customer — search items, apply coupons, calculate shipping, and process payment. No switching tabs. No separate order entry system. Everything happens in the same call screen.

• Full cart builder — search products, add items, apply coupons and gift certificates
• Customer addresses auto-populate — billing and shipping from their profile
• Payment processing — credit card via DTMF, stored cards on file, or purchase orders
• Quotes — create and send quotes that convert to orders when the customer is ready