Why Voice, and Why Now
Two problems, one channel: a CSAT collapse on Concierge and a fixed-cost BPO that can't be load-shed without help.
Voice Today, in Numbers
May 2026 data from the remote call center. The Concierge line is where premium customers are dropping.
Tech Stack
Filter by category — multi-select. Clearing all shows every tool.
Genesys / ACD (incumbent telephony)
TelephonyRoutes inbound calls into Technical Support and Concierge queues. Owns IVR, queueing, and the abandonment problem — Maven plugs in as a SIP/voice endpoint in front of agents.
Remote call center (BPO)
Telephony$2M/yr contract handling both Technical Support (AHT 15:36) and Concierge (AHT 8:11). Hit 51% service level in May with 328 abandons and 30–43 min waits on premium customers.
Maven Voice Agent
Voice AIVoice-to-voice AI answering calls 24/7 with real-time KB lookups, action calls, interruptions, and graceful warm-transfer to human agents when escalation is needed.
Zendesk (ticketing + KB)
TicketingSystem of record for cases and the knowledge base Mimecast is segmenting by product subscription. Maven Voice writes call summaries and resolution actions back as tickets.
Zendesk Knowledge Base
KnowledgeMaven Voice grounds every spoken answer in subscription-relevant articles using the same label-based segmentation already underway for chat.
Mimecast Admin APIs (DMARC, policy, quarantine)
ActionMaven invokes these mid-call to release messages, check DMARC posture, and adjust policies — turning voice from containment into one-call resolution.
Max AI (Zendesk chat beta)
Voice AIExisting chat-only beta. Demoted in this engagement — voice is the bigger lever and the surface Max cannot cover.
source: Internal data (May 15, May 27, May 29)
Voice-Specific Challenges
Ranked by what's bleeding today, not by what's easiest to fix.
source: Mimecast May queue report · Internal data (May 15, May 27)
What You Get with Maven Voice
Platform capabilities and production-hardened performance that separate Maven from voice bolt-ons.
Built for real contact-center conditions
- Polyglot with support for over 50 languages
- Handles noise, interruptions & language shifts
- Real-time speed with ultra-low latency
- Warm hand-offs with full agent context
- Precision at scale for complex support needs
Voice Roadmap
Concierge first because it's bleeding. Tech Support next because it's where the dollars are. Refine with Mimecast before sharing.
Stop the Concierge bleed
- Maven Voice answers 100% of Concierge calls instantly — zero queue time on the premium line.
- L1 voice intents covered first: policy questions, message release, quarantine checks, account status.
- Warm transfer to remote agents with full call transcript + intent classification when escalation is needed.
- Live KB grounding against the same segmented Zendesk articles already in flight for chat.
- Day-one CSAT instrumentation: per-call score, abandon rate, time-to-first-word.
Take AHT down on Technical Support
- Maven Voice handles Tier-1 Technical Support calls end-to-end: DMARC checks, policy lookups, MX validation via Mimecast admin APIs.
- Voice Copilot for human agents: live transcript, suggested next step, KB citation in-ear during the call.
- Real-time actions mid-call (release message, adjust policy) — turning 15:36 AHT calls into 3–4 min resolutions.
- Accuracy loop ingests every call transcript, flags drivers and KB gaps weekly.
- Expand to overflow on Concierge spikes — fixed $2M BPO now has elastic capacity.
Voice across the product surface
- Coverage beyond policy into archive, continuity, and human-risk product calls.
- Multi-language voice for EMEA and APJ regions.
- Internal voice copilot for staff (after-hours, NOC handoffs).
- Renegotiate BPO scope at renewal against the new resolution baseline.
Voice Outcomes Mimecast is Driving Toward
The measurable goals shaping this engagement — every one is a voice metric.
source: Mimecast May queue report · Internal data (May 27)
Evaluation Status
Status: In Evaluation · Qualified Discovery; demo completed May 29.
Resources Provided
| Resource | Description | Link |
|---|---|---|
| Demo Recording | Mimecast & Maven AGI platform demo, May 29 | Open ↗ |
| Presentation | Friday demo deck: building agents, copilot, accuracy loop, easy deployment | TBD |
| Implementation Plan | Phased rollout plan | TBD |
| Maven Trust Center | SOC 2, security review, compliance documentation | Open ↗ |
| Maven SOW | Statement of work | TBD |
Voice Resolution ROI Calculator
Voice-only model. Conservative assumption: savings tied to autonomous resolution only — with more data we can model handle-time reduction, AHT improvements on assisted calls, or recovered abandoned demand. This would impact savings positively.
Assumptions
May 3,509 calls → annualized 42k
Annual BPO + operations
Maven has resolved 90% of calls for Papaya Pay.
Derived from spend ÷ calls
Maven pricing · fixed
Maven pricing · annual
At 70% autonomous resolution
Maven resolves end-to-end · full ticket cost eliminatedROI across resolution scenarios
Net savings at each resolution rate with your inputs (42,000 calls · $47.62/ticket · $50,000 platform fee).
| Resolution | Calls resolved | Gross savings | Maven cost | Net savings | ROI | Payback |
|---|---|---|---|---|---|---|
| 40% | 16,800 | $800,000 | −$134,000 | $666,000 | 497% | 2.0 mo |
| 50% | 21,000 | $1,000,000 | −$134,000 | $866,000 | 646% | 1.6 mo |
| 60% | 25,200 | $1,200,000 | −$134,000 | $1,066,000 | 796% | 1.3 mo |
| 70% | 29,400 | $1,400,000 | −$134,000 | $1,266,000 | 945% | 1.1 mo |
| 80% | 33,600 | $1,600,000 | −$134,000 | $1,466,000 | 1094% | 1.0 mo |
| 90% | 37,800 | $1,800,000 | −$134,000 | $1,666,000 | 1243% | 0.9 mo |
A deliberately conservative model
We're using a conservative assumption based on the information we have. Net savings above only credit Maven for fully autonomous resolutions — every call Maven closes end-to-end. Two real sources of value are not included in the dollar totals:
Concierge runs 8.5 min AHT (weighted avg, May 2026) and Tech Support runs 15 min. Shaving even 2–3 minutes off assisted calls would compound on top of the savings above — but we don't have enough data yet to size the impact precisely, so we've left it out.
Each abandoned call is a customer who wanted to reach you and couldn't — a loyalty or revenue event lost. At 70% autonomous resolution, queue pressure drops sharply and most of these contacts never abandon in the first place. Recovered demand is not modeled in the $ above.
Cost per ticket ($47.62) = total call center spend ($2,000,000) ÷ annual call volume (42,000).