Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. last-mile delivery
The delivery is not finished when a vehicle leaves the depot. Callnovo helps capture the order, stop, address, delivery window and exception reason across voice, chat and messaging—then routes failed delivery, access and safety issues to the right dispatch or client team.
Last-mile support must bind every question to an order, tracking reference or delivery stop. Agents can verify the delivery context, read current status, record access or address details, and route failed delivery, proof-of-delivery, damage or loss exceptions. They should not invent an ETA, redirect a vehicle without authorization or mark a delivery complete without system confirmation. See published pricing, managed support, or design the escalation path.
how it plays out
A failed-delivery dispute needs the event record, access context and a next owner.
An address change can affect authorization, routing and the delivery promise.
Damage reports need evidence capture and a claims or merchant owner.
the team behind it
real members of the global team Human Handoff for Delivery Exceptions
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
“Where is my order?” may mean the driver is late, the address is incomplete, the recipient cannot access the building, or the proof of delivery is disputed. The first response should classify the stop before offering reassurance.
The useful handoff is concrete: order or tracking reference, stop address, current status, promised window, access condition, caller role and the next team responsible.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Tracking status and published delivery information | AI | Low when the system status is current. |
| Routine delivery-window question | AI + review path | Medium if the event record is stale. |
| Address change or recipient verification issue | Live agent | High: a wrong change can misdeliver the order. |
| Failed delivery or proof-of-delivery dispute | Dispatch or merchant | High: the event record and customer account may conflict. |
| Loss, damage or driver-safety concern | Claims or safety owner | High: do not create an unsupported liability promise. |
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Failed delivery, reschedule and return-to-sender workflows |
| AI voice | US$0.15 | per minute | Tracking, delivery-window and published status questions |
| Web chat | US$0.15 | per session | Address and access intake within approved change rules |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | Peak-season, launch and weather-related volume spikes |
| Dedicated agent | from US$5.80 | per hour, per agent | A dedicated multilingual team for merchants or multi-carrier operations |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
what comes off the call
Tie every contact to the correct order and stop before changing a status or making a promise.
Do not disclose another recipient’s information, redirect a route or promise a new delivery window unless the client system and authorization rules support it.
where AI should not be
Unverified ETA or delivery promise
Read the current approved status; route a changed promise to dispatch.
Address or recipient change without authorization
Capture the request and follow the client’s identity and change-control rules.
Damage, loss or driver-safety allegation
Record facts without assigning fault, then escalate to the responsible team.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$300 per month including 500 minutes — about US$0.60 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Yes. They can verify the order or stop, read the current approved status, capture access or exception details and route cases that require dispatch, merchant or claims review.
Only when your system and authorization rules allow it. Otherwise they record the requested change and send it to the approved team without exposing recipient data or promising a reroute.
start
Map ETA questions, address changes, failed delivery and claims handoffs to the teams that own each next step.