Velvetech makes
the pieces talk

Insureon had found an artificial intelligence engine. That should have been the exciting part. The small-business insurance marketplace wanted its sales agents to draw on the company’s collective experience while talking to customers. But its conversations lived in a phone system, its customer information lived elsewhere, and the intelligence needed a way in. The obstacle was a connection between systems that already worked on their own. Velvetech got the assignment.

There is something revealing about that problem. Businesses can buy excellent individual tools and still leave employees carrying information between them. A customer explains something on the phone; an agent types it into a record; someone later listens to the recording. Each handoff consumes attention. Velvetech’s case for itself becomes clearest when you follow those handoffs.

01 / The gap between three good tools

At Insureon, the plan required real-time transcription, machine learning, and a phone system that could work with both. The insurer had selected an AI engine, but making its RingCentral call data available remained a bottleneck. Velvetech built cloud middleware to transcribe conversations and route the text into the intelligence layer, connecting the arrangement to Insureon’s in-house CRM.

The division of labor matters. RingCentral supplied the communications platform and open APIs. XSELL supplied its HiPer artificial intelligence solution. Velvetech supplied the transcription and integration work. Together, the components could turn a live conversation into information that helped an agent during the call. RingCentral publicly named Velvetech among its voice analytics partners in November 2018.

In January 2019, RingCentral reported that Insureon had seen more than 50% higher customer conversion and 45% lower call handling time. Velvetech’s account puts the conversion lift at 52%. Those are reported customer outcomes, rather than a promise about the next installation. They describe the combined deployment, including the insurer’s own coaching and operational changes.

For a buyer, the interesting test is whether advice arrives while someone can use it. A transcript delivered after a call can support review. A prompt delivered during it can influence the next question. That timing requirement helps explain why buying an AI engine was only one part of Insureon’s project.

02 / A company built around the joins

Founder and CEO Yuri Yushkov established Velvetech in 2004. His background includes financial technology and a master’s degree in Physics and Computer Science. The company now works across custom applications, enterprise integration, data engineering, AI, cloud infrastructure, and connected devices. Its customers include software businesses as well as organizations commissioning systems for their own operations.

The breadth could sound like a restaurant menu that never ends. The concrete projects give it shape: sales automation for Insureon, care coordination applications for MedAdept, and development work for the trading platform Tradespoon. These assignments involve existing software, business rules, and people who cannot simply suspend operations while a replacement is built.

Velvetech occupies the space between a packaged application and an internal engineering department. A standard CRM may suit a standard process. A company with an unusual workflow may need extensions, integrations, or an application of its own. Velvetech can take responsibility for delivery, supply a dedicated team, or add specialists to the customer’s team. The arrangement depends on how much technical ownership the customer wants to keep.

03 / The interface needed another try

MedAdept offers a less glamorous and more useful view of the work. The healthcare software company needed help getting applications into production because its own development resources were limited. It divided the work with Velvetech, adding components to its existing suite. A recommendation from a shared client helped persuade MedAdept to bring the firm in.

The relationship required adjustment. MedAdept’s published account says the mobile interface was reworked about a dozen times to suit a varied population of users. A related project account describes integration specifications changing as the teams developed their shared technical understanding. Existing applications were being built in parallel. Connecting the work required direct contact between developers on both sides.

“What if all your sales reps performed on a par with your sales mastermind?”

Yuri Yushkov, describing the Insureon ambition

The copyable detail is the management routine. MedAdept appointed its own project manager. The teams reviewed progress weekly. Stakeholders contributed to specifications, and each completed phase required signoff before the next began. The customer stayed involved in deciding what was useful. Anyone buying development work can borrow that habit before commissioning a line of code.

04 / Put a price on the connection

Velvetech publishes indicative custom development budgets: $50,000-$150,000 for a simpler application, $150,000-$300,000 for a more capable system, and $300,000-$500,000 or more for a complex enterprise platform. Those bands describe different scopes. Its pricing options include time and materials, plus a fixed budget with variable scope. Maintenance and further development also belong in the buying decision.

The company has product ambitions alongside services. Its contact center offering brings together call management, transcripts, conversation intelligence, and CRM integration. Its 2025 recap describes further development of Velvetel, including automated routine tasks and support for retaining an existing phone system. The same recap reports 37 staff additions and Microsoft partner designations covering Azure data, AI, and application innovation.

The practical starting point is a small investigation: follow one transaction across your tools and count the places a person must intervene. Then define the action that better information should enable. Custom development makes sense when that specific improvement justifies the expense and someone inside the business can own the decisions. Velvetech’s most instructive projects begin with that kind of unfinished connection.