How can we help?

Callana builds custom automation solutions that don't depend on standard platforms like n8n or Make. Our architectures are designed for maximum control: instead of ad-hoc prompt engineering, we take a systematic approach in which every AI-driven process step is governed from one central management layer. We map your workflows exactly, integrate data seamlessly into your existing systems and keep everything fully GDPR-compliant.

Yes. Callana agents speak more than 52 languages – German, English and Italian, for example, but also Arabic – and automatically detect the caller's language. For regional dialects, we can fine-tune the voice output and word choice on request so the conversation keeps flowing naturally.

No problem – that's exactly where we come in. Together, we look at where your current system is hitting its limits, then fine-tune the prompts, logic or function integrations. Often it's small, hidden adjustments that make a noticeable difference. If you like, we can also take over ongoing monitoring and fine-tuning of your agent.

In short: We set it up for you – end to end, as a full service. After that, you control everything from your admin dashboard (self-service, co-managed or full service – your choice).

How it works:

1. Clarify needs & use cases (goals, KPIs, availability, compliance).
2. Process review & design (call flows, escalations, failover).
3. Provisioning & integration (CRM/calendar, telephony/PBX, phone numbers/porting).
4. Define knowledge & policies (job description, FAQ, off-limits topics, permissions).
5. Pilot & testing (test calls, A/B fine-tuning, quality assurance).
6. Sign-off & go-live.
7. Operation & optimization (monitoring, reports, changes anytime from the dashboard; optional four-eyes review by our team).

The result: A professionally integrated phone agent that handles your calls and passes data seamlessly into your CRM – with full transparency and control for your team.

Yes. We handle prompting end to end. Based on your processes, we write and maintain the job description, response style, context lookups and escalation rules, and test everything on real calls. We measure the impact (e.g., FCR, transfers, hang-ups) and keep optimizing so your agent performs reliably and stays on brand.

You keep governance: off-limits topics, policies and approvals stay with you. You can request changes anytime from the admin dashboard; if you like, we'll review or implement them for you.

Just talk to Anni and tell her what the problem is. She helps around the clock, or – during our business hours – transfers you to our troubleshooting team. If you have a dedicated contact person, feel free to reach out to them directly.

You can change your service plan right from your dashboard under Payments (“Zahlungen”). Upgrade or downgrade – anytime.

Yes – but only where your customers actually want it. Anni only calls people who have given their consent or asked for a callback: appointment reminders, callbacks on open requests, confirmations, or a follow-up after a quote. That turns a call into a service people appreciate rather than an interruption. We don't do cold calling.

Our rules for outbound calls

• Only with documented consent or at the explicit request of the person being called.
• Anni says right away that she's an AI and on whose behalf she's calling.
• Reasonable calling hours and a limited number of attempts – nobody gets pestered.
• A "no" counts immediately and permanently.
• We agree on every campaign with you in advance and check it against the applicable rules (GDPR, Austrian Telecommunications Act).

Cost
Outbound minutes cost an extra €0.10 per minute (Enterprise €0.05) – billed by the second, excl. VAT, no lock-in.

We're with you from the first conversation through day-to-day operations – with a personal point of contact in every package.

Setup
We map your workflows, set up Anni with you (instructions, knowledge base, call forwarding, phone number), connect your systems and stay with you through test calls until launch.

Ongoing operations
Monitoring of availability and anomalies, fixing issues, and a review after launch with concrete improvements. From the Business package, one support hour per month for optimization is included.

Response times
Time until our team's first qualified reply:

• Starter: within 24 hours
• Business: within 4 hours
• Enterprise: within 1 hour (agreed SLA)

Availability
In person Mon–Sat 9 a.m.–5 p.m. by email at hello@callana.ai or by phone at +43 512 385015 – and Anni is there around the clock. Support in German and English.

Callana protects your data and your customers' data by strictly following data protection standards and using advanced security measures that also meet the specific requirements of AI applications. For sensitive data, you can request data residency in Europe.

Our team works out of Graz and Innsbruck, Austria. We serve customers across Europe and deliver projects remotely worldwide; on-site meetings are available by arrangement.

Time zone & languages
CET/CEST · German & English

Service model
Remote onboarding and operation are standard; on request, we also run workshops, audits and go-lives on site (DACH/EU).

Yes. We set up your system once (managed setup). After go-live, you can make changes yourself anytime from the admin dashboard. If you like, we'll review changes under the four-eyes principle or take care of them entirely.

Initial setup (by us)
Use cases, call flows/IVR, integrations (CRM/calendar/telephony), phone numbers/porting, roles & permissions, privacy/logging policies.

Ongoing changes (self-managed, with optional support) Business hours, routing, announcements, agent prompts, permissions, compliance settings. We're available for review, testing (test calls/rollback) and documentation.

Virtual phone systems (e.g., 3CX)
Your forwarding rules stay in the PBX: you manage destinations, schedules and rules as usual. We provide destination numbers/trunks, define routing profiles and failover, and coordinate the connection with your IT team or provider.

Governance & transparency
Choose self-service, co-managed or full service for each functional area. Changes are traceable in the dashboard (audit trail); SLA-based support if needed.

In short: No self-setup needed. We set up your Callana tenant (workspace) for you as a full service, then hand over your admin access.

How it works:

1. Inquiry & consultation – clarify use cases, security and compliance requirements.
2. Proposal & agreements – package/SLA, contract, data processing agreement (DPA), NDA if needed.
3. Onboarding kickoff – stakeholders, systems (CRM/calendar/telephony), roles & policies.
4. Provisioning & integration – create the workspace, SSO/SAML (optional), connect CRM/calendar, activate/port phone numbers, configure call flows.
5. Access & enablement – issue admin accounts/SSO, set roles & permissions, short dashboard walkthrough.
6. Sign-off & go-live – test calls, policy check, final approval.

What we typically need from you
Company and billing details, technical contacts, desired phone numbers/porting authorizations, API keys/webhooks for target systems, data protection requirements.

Important: We handle setup and changes; administrative control (roles, policies, insights) stays with you in the admin dashboard at all times.