In 2007, the first 40 sq.m. office in Agios Stefanos barely had enough space for Netstudio's first server. Even the basic equipment (worth over €5,000) was a stretch. I had to borrow my dad's old phone, hoping it would work and that calls from potential clients would start coming in soon.
For years, I thought it would be nice to have a real phone system that could handle calls, help us look more professional, and make it easier to serve our growing team and clients.
Eventually, after saving up €950, I managed to buy a VOIP phone system based on Asterisk for the office. The basic setup included a few Grandstream desk phones (about €120 each) and a connection with extensions. This was enough for a while, but I knew I'd need something new soon, like a softphone or a headset.
Of course, the phone system wasn't just for the office extensions we had. It grew with us.
The Benefits
Over time, calls increased, and as we grew, we needed better ways to manage the volume, keep things organized, and make sure we could serve clients and partners from anywhere.
Later, the IVR (Press 1 for sales, 2 for support, etc.) helped us avoid some basic mistakes, but also let us route calls directly to the right person or department, saving everyone time.
For years, the voice on the IVR was our own Katerina, who handled call routing and made sure every call sounded like Netstudio. She even recorded: "You are speaking with the sales department. How can we help you today?" You can listen to it here.
As the years went by, the phone system evolved with Netstudio. Calls, both internal and external, reached over 5,000 per month. Users reached 60. With VPNs and remote workers, some from our three offices, some from home, everyone could answer and make calls as if they were at the Agios Stefanos office. We even integrated the phone system with our ERP and added a Chrome Extension so we could make calls straight from the browser and see who was calling, improving speed and efficiency.
AI
With the arrival of AI, the phone system couldn't stay the same. While the IVR still routed most calls, about 30 calls a day ended up with agents who could answer simple questions, but not always the technical ones. These calls "got stuck" in support. Thirty calls a day could mean hours spent on basic tasks.
So, starting in November 2025, we plan to add AI to the phone system using ElevenLabs' Agent, so the caller can say the name of the person or department they want, or even describe their issue, and the AI will route the call or answer questions using conversational intelligence. There will be a demo with 15 languages! You'll be able to hear the story and see how many things can be automated, saving hours of work and thousands of calls per month, plus more than 2,000 documented conversations!
Technical Details
The voice that answers you now can do the following:
- It can't get past the firewall, so ElevenLabs' AI can't answer if the connection is blocked. That's why we use a custom script in the phone system that sends the call to ElevenLabs' API. You can even have the AI read a script you write, or summarize any logic you want, in any language (Python).
- The phone system admin at Netstudio can set up the AI and decide who the caller will reach, or program the logic in the phone system's control panel.
- The caller can say a name or even a phrase, and the phone system will route the call or answer with a pre-recorded or AI-generated message. This is especially useful for (many) repeated calls where the caller doesn't want to talk to a person.
- The system can record the call in the support agent's CRM, so in future calls, the agent can see history and improve service.
The Result
Automating communication between people doesn't always work perfectly for everyone, but it gives us the chance to solve most routine calls with a modern phone system.
Not all calls and requests need to be handled by humans. The "AI" label sounds fancy, but the phone system is just a smart way to help callers, since most fans want what they can't get from a regular call.
The result for our clients is usually more technical than you might expect. Most calls that end up with the agent are solved by three people, and 97% of calls are handled without needing to escalate. Clients are served by whoever can help them, and in less than 30 seconds, they get technical help, while in less than 10 seconds, the control panel routes the call. And this is just the beginning of what AI can do. If calls are recorded, AI can analyze them, see what needs to be improved, and help us automate even more.
What We Learned
The whole setup could be a great lesson for any SysAdmin team. So, besides the obvious, let's look at the key takeaways:
- The main advantage of automating communication between people (whether by phone, email, or chat) is speed.
- The original phone number you choose for your system is critical. Choose carefully. The microdecisions you make can affect the success of your call routing, but also the overall experience for clients and partners. The same goes for the prompts you give to the AI.
- AI is fantastic, but it needs a good human setup to work right. Technology alone isn't enough.
- Remember, even with AI, about 80% of calls can be routed automatically, but to reach 100%, you need a solid human support team for the exceptions.
All this is just our experience, shared so you can get a better idea of what's possible. We hope our story about the phone system and AI inspires you. If you want to talk about your own setup, contact us here.
Of course, you might have your own questions, your own challenges, or want more details about the technical side from the ElevenLabs Agent or other solutions. Reach out to us and we'll help you out.
