Voice support is now live on DevRev. We’ve added phone support, handled natively inside DevRev, exactly where it belongs. Voice isn't just another channel. It's where urgent, high-value customer moments happen. Now, support teams can:
- Deliver real-time help, instantly, where it’s needed most, wherever the customers are
- Reduce resolution times dramatically, thanks to immediate issue resolution combined with the unified product and customer context on DevRev
- Automate the tedious post-call work with AI that handles summaries, transcript analysis, ticket creation, CRM updates, and notifications behind the scenes, freeing agents to focus on what matters the most: the customer
Powered by Amazon Connect
DevRev's Voice support is powered by Amazon Connect’s enterprise-grade voice infrastructure. Get access to numbers across more than 150 countries, establish a local presence where service is available, and ensure customers always reach a familiar, local number. Teams can set sophisticated routing that handles everything from agent expertise to time zones, language preferences, call queues, and overflow handling, matching every call with the right expert. When support teams receive a call, they see a simple, elegant call notification, ready to be answered, on DevRev.
Why voice matters (and why it’s better on DevRev)
Old-school support tools isolate phone calls from everything else. Calls get recorded, notes get filed away, but the context stays trapped within the tool. Every conversation should build a richer understanding of customers, products, and teams—but traditional support tools can't connect these dots.
DevRev unifies scattered business data— structured (like support tickets and CRM data) and unstructured (like call transcripts, chats, emails)—in an AI-native Knowledge Graph. When you answer a call on DevRev, you see the complete customer context: their purchase history, past conversations, usage behavior, product feedback, everything. One unified view that dramatically accelerates resolution time.
How it works
Agent status
Support agents can easily set their availability to take calls on DevRev. Only agents marked “available” will get incoming calls, keeping work focused.
Incoming calls
- Accept or reject calls with a simple interface that stays movable and collapsible. Mute, hold, and end calls from the same interface
- Every accepted call opens a dedicated panel with all relevant information, actions, and connections
- Take notes and invite colleagues with @mentions for real-time problem-solving
- Recordings and transcripts become available after the call for analysis and training purposes
Every call links to relevant support tickets, customer accounts, and opportunities. When customers call multiple times about the same issue, every conversation connects within a single ticket timeline.
Post-call AI automations
Between calls, DevRev’s AI agents does all the mundane, repetitive work:-
- Analyze transcripts and generate summaries highlighting key issues, resolutions, and next steps
- Create tickets with relevant context and correct priority for follow-ups
- Send updates based on call outcomes—escalations reach managers, product feedback reaches development teams
- Update CRM records on external systems automatically with call outcomes and resolution status
Outgoing calls
Teams can proactively reach out to customers directly from the DevRev Support app. Whether following up on resolved tickets, conducting satisfaction surveys, or addressing escalated issues, agents can initiate calls.
- Click the phone icon on any customer profile, choose from available numbers, and connect instantly
- Initiate calls directly from any open ticket to discuss resolution status with customers
- Make ad-hoc calls to new contacts or numbers not yet in DevRev
Coming soon: Real-time AI assistance for Voice support
With real-time transcription and AI agents, teams will be able to surface the right knowledge, respond faster, detect customer sentiment, and proactively flag issues at risk of escalation. AI assistance in every conversation means faster resolutions and better customer experiences.
