Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. senior care
Families call when they need a clear next step—not a generic voicemail. Callnovo helps senior-care organizations handle placement questions, tour requests, scheduling, billing inquiries, and after-hours messages while routing clinical, safety, and urgent concerns to the right human contact.
Senior-care calls need a clear boundary between information and care decisions. The team can identify the caller’s role, capture the requested service, and make the next action visible to the family and organization. It cannot promise a bed, assess a condition or give medical advice. Review published pricing, managed support, or map the workflow.
how it plays out
Placement inquiries require empathy, fact capture and qualified follow-up.
Families need the tour, pricing context and callback owner separated clearly.
Safety concerns must follow the customer-approved urgent escalation path.
the team behind it
real members of the global team Human Escalation for Care Decisions
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
A family member may be comparing options, arranging a tour or reporting a safety concern. Those are different queues even when they arrive through the same number.
Record the relationship, callback preference, privacy boundary, requested decision and urgency, then show the family what happens next.
where AI should not be
Medical or fall question
Do not diagnose or recommend treatment. Follow the urgent escalation matrix.
Placement or availability promise
Do not promise a bed, admission, price exception or care outcome without an authorized owner.
Privacy uncertainty
Route to the authorized team instead of disclosing resident information.
what comes off the call
The checklist should help an authorized staff member act without asking the family to repeat a difficult story.
Collect only what the client workflow permits. Health, medication, abuse, safety and emergency information follows approved escalation rules.
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 |
|---|---|---|---|
| Dedicated agent | from US$5.80 | per hour, per agent | A dedicated team with client-specific privacy and escalation rules |
| AI voice | US$0.15 | per minute | Routine hours, location, service and scheduling questions |
| Web chat | US$0.15 | per session | Tour requests and placement intake with documented callbacks |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | After-hours non-urgent message capture |
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Seasonal or campaign volume needing a reliable first response |
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.
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 |
|---|---|---|
| Hours, location and approved service information | AI | Low when content is current. |
| Tour request or placement intake | Live agent | Medium: missing context creates repeat calls. |
| Billing or account-specific question | Authorized team | High: privacy and financial accuracy matter. |
| Fall, medication, abuse or safety concern | Approved urgent channel | High: the team must not assess the situation. |
| Unverified caller requesting resident information | Privacy owner | High: incorrect disclosure is the risk. |
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.
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. After-hours calls can be captured, categorized, and routed according to the escalation matrix your organization provides.
They can share approved information and record the family’s requirements. Availability, placement, and final pricing decisions remain with the authorized care team.
compliance
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