Phone System for Insurance Agencies

Features & Capabilities

• Find Me / Follow Me: Ring office phone, mobile, and desktop simultaneously — agents never miss a call even when in the field.
• 100% Call Recording for Compliance: Every call recorded automatically — encrypted cloud storage for regulatory documentation and dispute resolution.
• CRM Integration: Client info pops up when they call — HawkSoft, Applied Epic, Salesforce, Zoho, and 250+ more.
• Ring Groups for Lead Distribution: Distribute inbound inquiries evenly across your agent team — round-robin ensures fair lead distribution.
• AI Call Summaries: Every client call auto-summarized with key points — agents skip manual notes and focus on selling.
• Mobile Agent App: Full business phone on personal device — clients see agency number, not agent's personal cell.

Why ATS Voice

• 85% reduction in missed calls with simultaneous ring across office and mobile
• 100% compliance documentation coverage — every call recorded and transcribed
• Insurance regulations require call records — ATS Voice makes this automatic
• Most insurance agencies fully deployed within 1–2 business days

Frequently Asked Questions

Can agents receive calls on their mobile when out of the office?

Yes. ATS Voice's Find Me / Follow Me feature rings an agent's desk phone, mobile device, and desktop app simultaneously — so no client call goes to voicemail because an agent stepped away from their desk. Agents answer from whichever device is convenient in the moment. Critically, clients always see the agency's business number as caller ID, never the agent's personal cell number. This is important for insurance agencies because it maintains professional branding, protects agent privacy, and ensures clients call back on a tracked business line — not a personal number that bypasses your call recording and compliance systems.

Is every call recorded automatically?

Yes. ATS Voice records 100% of inbound and outbound calls by default — no agent action required to start a recording. Every client conversation, lead call, and claims inquiry is captured with a time-stamp, caller ID, and duration. Recordings are encrypted, stored securely on SOC 2 Type II certified infrastructure, and accessible to authorized managers for compliance audits, E&O dispute resolution, agent performance reviews, and quality assurance training. For insurance agencies operating under state-level recording regulations, ATS Voice can be configured to play a disclosure message at the start of each call automatically, ensuring regulatory compliance without manual steps.

Which CRM systems do you integrate with?

ATS Voice supports 250+ integrations, including insurance-specific platforms like HawkSoft, Applied Epic, and EZLynx, as well as general CRMs like Salesforce, Microsoft Dynamics, and HubSpot. When a client calls, their policy record and contact history appear on the agent's screen before the call is answered — a screen-pop that eliminates the need to manually search for records while a client waits. This reduces call handling time, ensures agents have accurate information from the first word of the conversation, and makes it easier to keep CRM notes current. Integration setup is handled by our Tennessee-based team during onboarding.

How are inbound leads distributed to agents?

ATS Voice ring groups let you configure precisely how inbound leads are distributed across your agent team. Round-robin routing cycles calls evenly so each agent receives a proportional share of new leads over time. Simultaneous ring sends each new call to all available agents at once, and the first to answer gets the lead. Skills-based routing can direct calls for specific insurance lines — auto, commercial, life, health — to agents with relevant licenses or expertise. All distribution methods eliminate cherry-picking and ensure no single agent is overloaded while others are idle. Call volume reports show distribution accuracy per agent across any time period.

Can we use AI to document client calls?

Yes. Every call on ATS Voice is automatically transcribed by AI, and a structured summary is generated capturing the key discussion points, decisions made, and next steps. Agents no longer need to type notes during or immediately after a call — the AI documentation is ready in the system within minutes of the call ending. Transcripts and summaries are searchable by keyword, date, agent, and client, making it easy to retrieve documentation for a specific policy discussion or claim conversation. Notes are exportable for direct import into your agency management system. This saves agents an estimated 10–15 minutes of documentation time per client call.

Do clients see our agency number when agents call from mobile?

Yes. The ConnectUC mobile app is installed on an agent's personal iPhone or Android, but all outbound calls display the agency's business phone number as caller ID — not the agent's personal cell. This matters for insurance agencies for several reasons: clients recognize the agency number and are more likely to answer, all calls are routed through the business system and automatically recorded for compliance, and agents' personal numbers stay private. When agents leave the agency, client relationships remain tied to the agency number rather than the individual's personal device — protecting book-of-business continuity.

Can we set up different routing for after-hours?

Yes. ATS Voice time-based routing automatically changes call handling based on your defined business hours — no staff member needs to flip a switch at closing time. After-hours, urgent calls such as claims emergencies can be configured to ring an on-call agent's mobile directly. Routine new-business inquiries and service calls route to voicemail with AI transcription, so agents review a readable summary of each message in their inbox rather than listening through recordings. Holiday schedules are programmed in advance. All routing rules are managed from the web admin portal and can be updated in minutes, without calling ATS Voice support for changes.

How quickly can our agency be set up?

Most insurance agencies are fully live on ATS Voice within 1–2 business days from contract signing. Our East Tennessee-based team handles device provisioning, extension configuration, CRM integration setup, call routing rules, and staff training — so your team doesn't need an IT department to manage the transition. Number porting — transferring your existing agency phone numbers from your current carrier — runs concurrently and typically takes 5–10 business days. Existing numbers remain active throughout the porting process, so there is zero downtime and no disruption to client-facing lines during the switch.