DigitalWell Brings AI to Business Calls with AI Voice Network

Launching AI capabilities at network carrier level enables businesses adopt AI faster and more efficiently, while unlocking deeper customer intelligence through voice communications 

DigitalWell, the specialist provider of AI-enabled communications technology for European businesses, has today launched its AI-enabled Voice Network. Bringing AI capabilities directly into an organisation’s voice infrastructure at a network level enables them to unlock richer customer experiences (CX), automate routine interactions, increase operational efficiency, and generate measurable business outcomes without requiring major platform migrations or additional complexity. 

In a UK and Ireland market-first, DigitalWell’s AI Voice Network embeds AI capabilities within the voice network infrastructure rather than relying solely on application-layer deployments. This allows organisations to introduce AI into existing communications environments quickly, target specific use cases, and achieve faster returns on investment without undertaking large-scale contact centre or communications transformation projects.  

DigitalWell brings this capability to market from a position of established expertise. The company operates as a licensed telecommunications carrier across nine countries – including the UK, Ireland, Germany and Spain – and its founders have more than 20 years of experience developing voice infrastructure, including launching Ireland’s first enterprise VoIP network.  

“Every business needs to adopt AI. The challenge is identifying where it can deliver value quickly, safely, and without creating additional complexity,” said Ross Murray, co-founder and CEO of DigitalWell. “This challenge is particularly pressing for mid-market organisations where calls are handled across dispersed teams, rather than in formal contact centre environments. We built the AI Voice Network to add trusted AI capabilities into an existing and essential layer of the business – voice communications – and provide a practical route to AI adoption that delivers measurable operational outcomes.” 

The AI Voice Network provides capabilities including conversational AI Voice Agents, intelligent reception and call routing, call transcription, identification and verification services, and integration of data into systems such as CRM and ERP platforms. By operating at the network layer, the platform provides full visibility into interaction trends, demand patterns, and service performance. This visibility allows organisations to quantify missed calls, understand customer sentiment, and identify high value interactions, creating a measurable basis for automation and enabling a clear commercial case for AI adoption. The service is delivered as part of DigitalWell’s voice network offering – existing customers can simply opt in without migration and unlock insights from conversations immediately. 

Built within the AI Voice Network, DigitalWell’s Voice AI Agents extend its capabilities by handling inbound calls, routing requests, scheduling appointments, automating after-hours services, and completing complex multi-step business processes such as insurance policy changes, service requests, and customer onboarding workflows.  

Agentic features are available in two tiers. A set of off-the-shelf AI agents provides immediate functionality with minimal configuration, while more advanced agents can be integrated into complex workflows to automate back-office processes and handle customer interactions end-to-end without human intervention. The pricing of these agents is linked to the value of actions performed, such as bookings completed. 

Unlike many AI solutions that rely on broad access to external data sources, DigitalWell’s AI Voice Network is designed for controlled enterprise environments. AI models can be restricted to approved internal systems, business processes, and customer interactions, providing organisations with greater control over governance, compliance, and data security. 

As a licensed operator in nine countries, DigitalWell also provides an additional layer of regulatory compliance and security. The service is technology agnostic and can integrate with existing systems through APIs regardless of the underlying telephony, UC, or CX environment, allowing organisations to direct data and insights into the tools and workflows that support their business.