Smarter conversations.
Better business.
The AI-native communications cloud for voice, messaging, agents and real-time conversation intelligence.
99.99%
Target platform reliability
<200ms
Target routing latency
Global-ready
Carrier & region architecture
Enterprise
Security by design
One control plane for every conversation.
Cloudial is not a better PBX. It is a governed communications cloud where people, numbers, devices, queues, routing, conversations, AI agents and automation are one system — and where humans and AI agents are first-class participants together.
Far more than telephony
Voice is the first and deepest medium. Everything else shares the same identity model, conversation store, policy layer and audit trail.
Unified Voice
Cloud PBX, business calling, numbers, devices, queues, routing, voicemail, recording and conferencing on open SIP foundations.
Learn moreAI Agents
Reception, accounts, support, appointment and outbound agents — each with scoped permissions, knowledge, schedules and escalation rules.
Learn moreHuman Agent Assist
Live transcription, customer context, grounded knowledge, suggested next actions and warm handover.
Learn moreReal-time Conversation Intelligence
Streaming transcription, intent, topics, routing signals, live summaries and interaction-state cues.
Learn morePost-call Intelligence
Structured summary, outcome, action extraction, searchable transcript and delivery to CRM, ticketing or webhook.
Learn moreMessaging & Omnichannel
One persistent conversation identity across voice and messaging, architected to extend to new channels.
Learn moreAutomation & Dynamic Routing
Route on intent, customer context, prior contacts, queue state and business rules rather than static menus.
Learn moreProgrammable Platform
REST API, webhooks, event streams, SIP carrier integration and device provisioning.
Learn moreContact Centre
Queues, skills, supervision and quality workflows with live intelligence attached.
Learn moreService Provider / White Label
Multi-tenant hierarchy, reseller commercials, BYOC and delegated administration.
Learn moreGovernance & Security
AI interpretation separated from deterministic execution, with RBAC, isolation, consent policy and audit trail.
Learn moreOpen telecom foundations
Bring your own carrier and keep SIP interoperability instead of a closed telephony estate.
Learn moreEvery call becomes a live conversation object.
The ordinary voice path runs independently. A permitted copy of the media stream feeds a parallel intelligence pipeline — so if the AI degrades or is switched off, the call carries on exactly as before.
Voice path — always independent
The call keeps working even when the AI does not.
Intelligence path — permitted media stream
A policy-permitted copy of the media stream feeds the conversation pipeline. It never sits in the call path, so it can fail, degrade or be switched off without affecting the call.
- Streaming transcript
- Intent & topics
- Live assist
- Routing signals
- AI agent context
- Acoustic / prosodic features
- Structured conversation state
Acoustic and prosodic outputs are probabilistic interaction signals. They are not medical, psychological, deception or definitive emotional determinations.
From live audio to useful action
Transcript, intent, prior-contact context and interaction signals arrive while the conversation is still happening — and remain recommendations until policy permits the action.
- 00:01Caller“I’m calling because my delivery hasn’t arrived.”
- 00:04IntentDelivery enquiry
- 00:09ContextPrevious contact: 2 earlier calls this week
- 00:15Interaction signalEscalation indicators: rising (baseline-relative)
Suggest: route to Deliveries queue with prior-contact context, and notify the supervisor.
Cloudial proposes; the routing policy decides whether the action is permitted, and every applied action is written to the audit trail. Interaction signals never act alone on high-impact decisions.
After the call, nothing gets lost
Every conversation resolves into a structured record with a summary, outcome, actions, transcript and recording — delivered wherever your teams already work.
Summary
Outcome
Action items
- Raise replacement dispatch with the carrier
- Send confirmation email with new tracking reference
- Check delivery status before Friday
Transcript
Recording
Related records
Follow-up due
Delivered to
Summaries and extracted actions are AI-generated from the conversation and remain reviewable against the transcript and recording.
Humans and AI agents, one communications system
AI agents are first-class members of the organisation — with scoped permissions, their own knowledge and explicit handover rules. They extend the team rather than replace it.
People
- Sarah · Customer supportExt. 204 · Deliveries, Billing
- James · Account managerExt. 211 · Sales queue
- Frank · OperationsExt. 220 · Supervisor
AI agents
- ReceptionGreets, classifies intent, transfers. No billing access.
- Accounts AssistantAnswers invoice status from permitted records only.
- Out-of-hours SupportTriages, logs tickets, escalates to on-call rota.
- Appointment AgentBooks and reschedules inside approved calendars.
Every agent has scoped permissions, its own knowledge sources, schedules and explicit escalation rules — including a defined handover to a named human queue.
Live help for the person on the call
Cloudial recognises the topic, retrieves a grounded answer from your own knowledge and suggests what to ask next — while the human stays fully in control.
Caller
“The handset is showing error 402 and won’t register.”
Sarah
“Let me check that for you — one moment.”
Detected
Topic: device registration · Entity: error 402
Knowledge result
Error 402 — SIP registration rejected
Usually a stale provisioning profile or a changed device password. Re-provision the handset, then confirm the registration state in device health.
Source: Cloudial device provisioning guide · grounded retrieval
Suggested questions
- Which handset model and extension is affected?
- Has the device moved network or site recently?
- Are other extensions on the same site registering?
Assist surfaces context and grounded suggestions. Nothing is said or actioned on the human agent’s behalf unless they choose it.
AI understands. Policy governs. Cloudial executes.
Language models are excellent at interpreting what people want and unsuitable for directly mutating telephony. Cloudial separates the two: AI interprets, deterministic policy-governed systems validate and execute.
- 1
Request
Someone describes the change in plain language.
- 2
AI interpretation
Intent is mapped to concrete telecom objects.
- 3
Policy validation
Permissions, tenancy and guardrails are checked.
- 4
Configuration diff
A reviewable before/after is produced.
- 5
Deterministic execution
Approved changes are applied by the platform, not the model.
- 6
Audit trail
Who asked, what was approved, what changed.
Fast intelligence and deep intelligence
Real-time AI works inside the live conversation. Asynchronous AI works across all of them. Both read and write the same evidence store, and neither executes telecom change directly.
Real-time AI
Milliseconds to seconds — inside the live conversation.
- Streaming transcription
- Intent and topic recognition
- Agent assist and retrieval
- Routing signals
- AI voice participation
- Acoustic / prosodic feature extraction
Asynchronous AI
Seconds to hours — after the conversation, and across many of them.
- Deeper conversation summaries
- Action and commitment extraction
- Quality review support
- Trend and topic discovery
- Reporting and outcome analysis
- Organisation-level analysis
Evidence & conversation store
Both planes read from and write to the same governed store of transcripts, records, signals and outcomes — so every conclusion links back to evidence.
Policy boundary
Neither plane executes telecom change directly. Proposals pass through permissions, tenancy and policy validation before deterministic execution.
Conversation intelligence across the organisation
When every conversation produces structured outcomes, questions that used to be guesswork become queries.
- Why did customers call this week?
- Which issues create repeat contacts?
- Which promised callbacks are still unresolved?
- Which queues show rising escalation signals before supervisor requests?
- Which topics are growing month over month?
- Where do AI agents hand over most often, and why?
These are analysis and query capabilities over your own data. Cloudial publishes no customer figures and no benchmark results.
Model-independent intelligence
Cloudial is architected around a model gateway rather than a single vendor, routing each task by latency, privacy, cost, language, region and capability.
Cloudial is designed around a model gateway rather than a single model vendor. Transcription, reasoning, extraction and speech tasks are routed independently, so the platform can adopt better models without re-architecting the product.
Latency
Live turns need speed; analysis can wait.
Privacy
Sensitive workloads to restricted processing.
Cost
Match model spend to task value.
Language
Pick the model that handles the language best.
Region
Keep processing inside the required jurisdiction.
Capability
Reasoning, extraction or speech, task by task.
Keep raw audio where it belongs
A forward-looking architecture for enterprises that need local survivability, local speech processing, redaction or restricted raw-audio movement.
On-site / private processing
- Local call survivability
- Local speech-to-text and acoustic analysis
- Redaction before anything leaves site
- Raw audio can remain local
Cloudial cloud
- Redacted transcripts and derived signals
- Conversation records and outcomes
- Reporting and organisation-level analysis
- Control plane, policy and audit
Cloudial Edge is a design direction for privacy-sensitive and survivability-sensitive deployments. Availability and scope will be confirmed as the programme progresses.
Built for businesses. Architected for service providers.
A multi-tenant hierarchy with white-label branding, BYOC, delegated administration and clean commercial separation at every level.
Platform tenant
Provider-level branding, policy and carrier configuration.
Reseller
Own catalogue, margins and delegated administration.
Customer
Isolated telephony, users, numbers and AI configuration.
Governed by design, not by convention
Security and responsible-AI controls are structural parts of the control plane rather than optional settings.
Interpretation vs execution
AI proposes; deterministic policy-governed software validates and applies. Models never hold direct execution rights.
Tenant isolation
Data, numbers, routing, conversations and AI configuration are separated per tenant by design.
Role-based permissions
Granular administrative scopes for providers, resellers, customers, humans and AI agents alike.
Audit trail
Every configuration change and AI-originated action records who asked, what was approved and what applied.
Consent & recording policy
Recording, transcription and analysis are governed by explicit consent and retention rules.
Encryption & fraud controls
Encrypted transport and storage, with spend limits, destination policy and anomaly detection.
Open SIP and telecom foundations
Cloudial is designed to connect to the systems and carriers you already use.
SIP carriers
Bring your own trunks or use platform-managed connectivity.
CRM
Attach conversations, summaries, outcomes and recordings to customer records.
Microsoft Teams
Connect Teams users to Cloudial voice routing and numbers.
Webhooks & event streams
Stream call, message, conversation and configuration events to your systems.
REST API
Automate provisioning, routing, agents and reporting programmatically.
Device provisioning
Zero-touch handset and softphone configuration.
The future communications layer
Where Cloudial is heading. These items are labelled honestly as roadmap or research direction — Cloudial is in active development and does not present them as shipped.
Real-time translation
Cross-language conversations with translated live transcript and summaries.
Context-preserving cross-channel
One conversation identity that survives moving between voice, messaging and future channels.
Proactive follow-up agents
Agents that chase the commitments made on earlier calls, within policy.
Autonomous communications operations
Self-tuning routing and capacity proposals, still executed through review.
Synthetic-voice risk signals
Fraud defence research into deepfake and spoofed-voice indicators.
Privacy-preserving local inference
On-site models for organisations that cannot move raw audio.
Accessibility features
Live captions and communication assistance built into the conversation layer.
Meeting and video intelligence
The same conversation object model extended to meetings when video is added.
Future endpoints and interfaces
New device and interface types speaking the same control plane.
Make business communications work the way you describe them.
See how Cloudial turns intent into governed, auditable telecom configuration.