For a call centre, a Zanus AI evaluation should include what happens when the caller needs a person. Test the receiving agent’s context and the fallback after an unanswered transfer, as well as whether the call connects.
Independent buyer's guide from Sysevo, a competing provider. We are not affiliated with Zanus AI. This is not a hands-on product review. Official sources checked on 1 November 2026; confirm current product and contract details directly.
Start with the phone workflow the vendor describes
The official Zanus AI Phone page describes announced transfers: the receiving person hears the caller and reason, then presses 1 to accept. It also describes pulling the caller back when mobile voicemail answers, and taking messages with a confirmed callback number. These are vendor descriptions; request a demonstration of the particular path and phone system you would use.
Different implementations can deliver context by different means. Ask whether staff receive an on-call introduction, a screen record, a message or another handoff. Do not assume that a transfer is warm, that an existing queue is preserved or that every destination has the same behaviour.
Agree when a person should take over
Write an escalation list with the operations team. Include an explicit request for a person, questions outside approved information, requests requiring staff authority and any business-specific sensitive situations. Decide whether the agent should transfer immediately or collect limited context first.
Keep the caller’s preference visible. A workflow that repeatedly asks qualification questions after a direct transfer request may frustrate customers even if the eventual connection succeeds. Test the wording and the time spent before transfer, using the same scenarios as your current reception process.
| Transfer scenario | What the receiving team should inspect |
|---|---|
| New enquiry to sales | Identity, reason, relevant qualification and the correct destination |
| Existing customer to support | Enough verified context to continue without exposing unrelated records |
| Person requested immediately | The agreed direct route and a clear explanation to the caller |
| Busy or unanswered destination | A bounded fallback, useful message and accountable callback owner |
| Caller disconnects during transfer | A visible outcome and any follow-up authorised by your policy |
Prevent loops and lost work
Draw the path from the public number to the agent and each transfer destination. A destination that forwards to the public number can loop the call back to the same agent. Test the route from an external phone and include the fallback after the destination rings out.
Give every incomplete handoff an owner and a visible next action. A transcript stored somewhere in the platform is not sufficient if nobody is responsible for reviewing it. Check the queue staff actually use and verify that the callback request is complete enough to act on.
Check what the receiving agent can see
Have a staff member join the test without reading the builder’s notes. Ask them to explain the caller’s request and the action expected next. This tests the usefulness of the actual handoff, rather than the information available to the person who configured the agent.
Agree how identity checks carry across the transfer. Do not infer that recognising a number authorises access to customer information. Use fictional records to inspect the different views of a frontline employee and a manager, and confirm the access model for your intended deployment.
Measure transfers by outcome
Track requested, attempted, connected and completed handoffs separately. Record callback tasks, wrong destinations, repeated explanations and abandoned calls. A high connection count can conceal staff receiving calls without the context or authority needed to resolve them.
Break the results down by queue and time of day. A system that behaves well when the main reception team is available may need a different fallback outside those hours. Include staffing and queue configuration when comparing results with your current process.
Compare the call-centre operating model
Use the existing Zanus call-centre guide for the broader fit question and the platform comparison for scope. For Sysevo, review voice agents and the customer record workflow. Bring your escalation matrix to a demonstration and ask to inspect both successful transfers and unanswered fallbacks.
Questions buyers ask
Is every AI call transfer a warm transfer?
No. Establish the exact behaviour for your setup: whether the receiving person gets a spoken introduction, a record, another notification or simply the connected call.
What should happen when nobody answers?
Follow an agreed fallback that avoids loops and leaves a complete message or callback task with a responsible owner. Test the staff view afterwards.
Which metric shows whether handoffs are useful?
Measure completed handoffs and unresolved work alongside attempted and connected transfers. Include wrong destinations and the time staff spend rebuilding context.
Related buying guides
