Who should read this article: Administrators, Supervisors
This article contains a list of common questions with answers that link to articles where the information is documented.
For technical issues, see the Troubleshooting section.
Q: How is Voiso’s CCaaS different from a traditional contact center?
A: Voiso’s cloud-native CCaaS platform eliminates the need for on-premises infrastructure and offers advanced tools like Flow Builder, Speech Analytics, and real-time dashboards. It supports global operations, remote agents, and seamless integrations—delivering agility, visibility, and scalability that traditional systems can’t match.
Q: What countries does Voiso support for phone numbers and messaging?
A: Voiso offers number coverage in over 160 countries and supports both voice and messaging services globally. Availability varies by country and use case (e.g., A2P SMS, toll-free voice), so please contact our team for country-specific capabilities.
Q: Can Voiso work with our existing SIP trunks?
A: Yes. Voiso supports Bring Your Own Carrier (BYOC) setups through SIP trunking. You can configure inbound and outbound rules through the Voice providers settings.
Q: Does Voiso support remote agents?
A: Absolutely. Voiso is cloud-based and works with any modern browser. No VPN is required, and performance is optimized through global points of presence. Check out Getting started
Q: Is it possible to mask phone numbers for privacy?
A: Yes. Voiso supports number masking and secure routing for voice and messaging.
Q: How do I monitor agent performance in real time?
A: Supervisors can use Voiso’s real-time dashboards and Agent Zoom to monitor availability, call activity, performance KPIs, and live interaction monitoring, including call listening tools and Speech Analytics (if enabled).
Q: Does Voiso offer call recording? Where is the data stored?
A: Yes. Voiso supports full and on-demand call recording. Recordings are securely stored in Voiso’s cloud and retained based on your account’s data retention policy. Storage location is region-specific and compliant with data protection regulations. Recordings may also be replicated to Amazon S3 for additional processing.
Q: Can I integrate Voiso with my CRM?
A: Yes. Voiso offers native integrations for Salesforce, HubSpot, Zoho, and other popular and niche CRMs, including features like Click-to-call, Screen Pop, in-CRM softphone, and contact syncing.
Still have questions? Contact support or explore our other FAQ topics.