Voice Link

What Voice Link does

Voice Link (legal entity Telecom, LLC, DBA Voice Link of Columbus) is a privately held B2B virtual receptionist and answering service company headquartered in Columbus, Georgia, with an operational footprint covering all 50 U.S. states from redundant call center locations. Founded around 1994, the company has operated continuously for roughly 30 years and employs between 11 and 50 staff, including a 100% USA-based virtual receptionist workforce that handles approximately 2.4 million calls annually with a self-reported 14-second average wait time.

The platform consists of four integrated service modules: a Live Answering Service using customized scripts and protocols developed per client; a Customer Service Call Center for inbound support, help desk, and overflow handling; an Order Entry Service that integrates with client CRM and order management systems; and a Secure Messaging add-on delivered via a certified partnership with miSecureMessages, providing HIPAA- and HITECH-compliant end-to-end encrypted messaging across iOS, Android, iPad, and BlackBerry devices. Supporting infrastructure includes a client self-service portal (Secure2) with 90-day call recording retention, custom scripting, call routing, and documented compliance with GDPR, UK GDPR, CCPA, HIPAA, and HITECH.

The business model is a hybrid of monthly subscription and usage-based pricing: customers pay a recurring monthly fee for a base plan plus overage charges for additional minutes, with ancillary flat fees (telecom, compliance, technology, holiday). Pricing is quote-based and customized per client, with no publicly disclosed tiers. Go-to-market is sales-led inside sales supported by website quote requests, content marketing via an industry-specific blog, a monthly newsletter, and referral/affinity agreements with professional associations; customer acquisition is heavily referral-driven, with a self-reported 92% referral rate. The customer base is concentrated in SMBs across healthcare (the original and largest vertical), legal, real estate and property management, funeral homes, higher education, and trade service providers, with multiple clients retained for 17 or more years.

Name

Voice Link

Legal name

Telecom, LLC

Website

https://yourvoicelink.com

Company type

Private

Founded year

1994

Operating status

Operating

Headcount range

11–50 employees

Short description

Voice Link is a privately held U.S. virtual receptionist and answering service provider that delivers 24/7 live call answering, order entry, customer service, and HIPAA-compliant secure messaging to SMBs across healthcare, legal, real estate, funeral homes, higher education, and trade service verticals.

Ownership category

akta.pro rank

Product category

Virtual Receptionist and Answering Services

NAICS

Telephone Answering Services (561421), Telephone Call Centers (56142)

SIC

Telephone Communications (No Radiotelephone) (4813)

akta.pro primary industry

Omnichannel Patient Communications & Contact Center (Voice/SMS/Email/Chat) (HLACAEAC)

akta.pro secondary industry

Telehealth Contact Center, Virtual Front Desk & Messaging (HLALAKAG)

Keywords

• Live answering service
• Virtual receptionist
• Call center services
• Order entry service
• HIPAA secure messaging

Headquarters

HQ city

Columbus

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure, Others

Revenue model

1. Monthly Subscription Plans: Recurring monthly subscription fees based on selected service plans. Subscriptions auto-renew on a month-to-month basis unless cancelled with 1-month written notice. Customers pay for their chosen plan plus overage charges for additional minutes used.
2. Usage-Based Charges (Per-Call and Per-Minute): Customers are charged for additional minutes beyond their plan allowance at overage rates. Usage is calculated from when receptionist receives the call until transfer, voicemail, or disconnect. Partial minutes round up to nearest whole minute.
3. Additional Fees (Telecom, Compliance, Technology, Holiday): Various flat fees and per-call charges including Telecom Fee ($0.024 per call), Compliance/Regulation Use Fee, Technology Fee, and Holiday Fee charged on seven major holidays for additional labor costs.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels5 records

Core offering

Voice Link provides 24/7/365 live virtual receptionist and answering services for U.S. businesses across healthcare, legal, real estate, funeral homes, higher education, and trade/service-provider industries. Its core offerings are four integrated modules—Live Answering Service, Customer Service Call Center, Order Entry Service, and HIPAA-compliant Secure Messaging—delivered by 100% USA-based receptionists who follow client-customized scripts and protocols to answer calls, dispatch messages, schedule appointments, take orders, and route emergencies.

Product overview

Voice Link offers a unified virtual receptionist and answering service platform consisting of four integrated service modules: Live Answering Service (core 24/7 phone answering with virtual receptionists), Customer Service Call Center (inbound call handling and support), Order Entry Service (order taking integrated with client CRM and order software), and Secure Messaging (HIPAA-compliant encrypted mobile messaging app). These services work together to provide continuous phone coverage, customer engagement, order processing, and secure communications for businesses across multiple industries including healthcare, legal, real estate, and service providers.

Differentiator

Problem solved

Functional benefit

Products and services

• Live Answering Service 24/7/365 live virtual receptionist service that answers incoming calls using the client's company name, follows customized scripts and protocols, filters emergency versus non-emergency calls, and routes calls or holds messages according to client-defined procedures. Intended for businesses that cannot cost-justify a full-time in-house receptionist yet need continuous live coverage.
• Customer Service Call Center 24/7 inbound call center service providing customer support, technical support, help desk, lead generation, and overflow call handling for businesses of all sizes, delivered using web-enabled technology by USA-based agents.
• Order Entry Service Live-agent order taking and order processing service that interacts with client websites, CRM systems, and order-entry software to process orders, bookings, reservations, and registrations in real time.
• Secure Messaging HIPAA/HITECH-compliant secure messaging mobile application that delivers end-to-end encrypted messages to smartphones and mobile devices (iPhone, Android, iPad, BlackBerry), replacing and supplementing legacy paging with two-way instant secure communications for healthcare providers and staff without storing sensitive data on employee devices.

Quantifiable outcome

• 2.4 million calls handled annually with only 14-second average wait time
• +5 more outcomes

Named customers7 records

Segments7 records

Ideal customer profiles7 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Partnerships

One partnership is on record.

• miSecureMessagescoreTechnology or IntegrationVoice Link is a certified partner with miSecureMessages for secure messaging services. The partnership enables Voice Link to offer HIPAA and HITECH compliant encrypted messaging through a dedicated mobile app supporting iPhone, Android, iPad, and BlackBerry devices. The miSecureMessages platform provides end-to-end encryption for healthcare communications.

Scale indicators9 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Ruby Receptionists: Ruby is one of the largest U.S. virtual receptionist services for SMBs, offering 24/7 live answering, call routing, and chat support. It is the closest direct competitor to Voice Link in target customer, delivery model, and core product, and was acquired by Frontdoor in 2024, illustrating the strategic exit path.
• Smith.ai: Smith.ai provides 24/7 live virtual receptionists plus AI-powered chat and intake for SMBs, law firms, and other professional services. Overlaps directly with Voice Link on live answering, order intake, and lead capture, while pushing a hybrid AI-human product strategy.
• AnswerConnect: AnswerConnect is a national answering service and virtual receptionist provider serving SMBs across multiple verticals including healthcare and legal. Comparable to Voice Link on live answering, overflow handling, and 24/7 coverage.
• MAP Communications: MAP Communications is a U.S.-based 24/7 live answering service and call center serving healthcare, legal, real estate, and small business customers. Competes head-to-head with Voice Link on virtual receptionist and inbound call center services.
• PATLive: PATLive provides live virtual receptionist and answering services to SMBs nationwide with U.S.-based agents. Direct competitor with comparable 24/7 live answering and message-taking capabilities for small business customers.
• Abby Connect: Abby Connect is a U.S.-based virtual receptionist service for SMBs and professional services firms offering live answering, scheduling, and lead capture. Direct overlap with Voice Link on target market and core service model.

Broad incumbents

• Moneypenny: Moneypenny is a large UK-founded and U.S.-operating answering service and outsourced communications provider serving both enterprise and SMB customers. Broader scale and more enterprise-tilted than Voice Link, but directly comparable on live answering and switchboard services.
• Continental Message Solution (CMS): CMS is a long-established U.S. answering service and contact center serving healthcare, legal, and commercial customers. Comparable in longevity and healthcare focus, with a broader service portfolio than Voice Link.

Emerging players

• Vapi: Vapi is an emerging conversational AI voice agent platform enabling businesses to deploy AI-powered phone agents for inbound and outbound calls. Represents the structural AI-driven competitive threat to Voice Link's human-staffed live answering model.
• PatientPop (Tebra) Patient Engagement: Tebra (formerly PatientPop) provides patient communication, scheduling, and intake tools to healthcare practices with native EHR integrations. Adjacent competitor in Voice Link's core healthcare vertical, offering digital-first alternatives to outsourced live answering.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/yourvoicelink
• LinkedInlinkedin.com/company/voice-link-of-columbus-inc.

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Voice Link