Why you need Voiso!

Who should read this article: All users

Voiso Contact Center as a Service (CCaaS) offers a unified platform that enhances communication, boosts operational efficiency, and provides real-time visibility across all aspects of your contact center.

The Voiso advantages

Modern contact centers rely on sophisticated platforms known as Contact Center as a Service (CCaaS) solutions. Voiso’s CCaaS platform brings together voice, messaging, analytics, and real-time insights in one comprehensive, cloud-based offering.

Voiso helps contact centers elevate both the customer and agent experience while reducing operational costs. Whether your agents are remote or on-site, Voiso empowers supervisors and administrators to manage performance, coach effectively, and maintain service excellence.

Empowering contact center teams

Voiso strengthens agent performance, training, and wellbeing with:

• A friction-free user experience
• Workload analytics that help prevent burnout
• Unified workflows for remote and in-office agents
• Real-time monitoring and performance metrics

Reliable global connectivity

Voiso delivers the telecom infrastructure essential for high-quality global communications:

• Dedicated Voiso hardware in every point of presence worldwide
• Established partnerships with local telecom operators
• A 24/7 global network operations center (NOC) for live support

This robust infrastructure ensures dependable connectivity and regulatory compliance across regions.

Outbound sales and lead generation

Voiso enables sales teams to run effective, measurable outreach campaigns across voice and messaging.

After-sales and customer support

Voiso helps support teams strengthen customer loyalty by improving accessibility, responsiveness, and issue resolution.

Business Process Outsourcing (BPO)

Voiso helps BPOs scale efficiently, deliver region-specific support, and meet client requirements with flexibility and speed.

Speech Analytics and conversation insights

Voiso’s Speech Analytics feature gives supervisors deep insight into customer interactions. Using AI-powered transcription and scoring, it helps identify trends, evaluate agent performance, and flag conversations for coaching or review.

• Automatic call transcription
• Custom scoring and summarization
• Integration with agent performance metrics

Flow Builder for interaction flow automation

With Flow Builder, Voiso enables powerful interaction flow automation without code. Design interactive voice/digital responses (IVRs), interaction routing logic, and DTMF-based experiences through a user-friendly interface.

• Drag-and-drop builder for dynamic call flows
• HTTP triggers and conditional logic
• Support for variable routing, announcements, and recordings

Full-featured API for integration

Voiso’s API gives developers and system integrators full control over contact center data and behavior. Extend your CRM, build dashboards, or automate workflows with real-time access.

• API support for user management, campaigns, flows, and reporting
• Webhook support for live events (e.g., call status, analytics availability)
• Secure authentication and role-based access

Bring Your Own Carrier (BYOC)

With Bring Your Own Carrier (BYOC), Voiso gives contact centers the flexibility to connect their preferred voice provider directly to the platform. This is ideal for organizations with existing carrier contracts, regional routing needs, or infrastructure requirements not met by default providers.

The Voice Providers feature allows administrators to configure SIP trunking with third-party carriers for both inbound and outbound calls. You can define custom call routing rules based on country and destination codes, and assign a fallback provider for unmatched destinations.

• Support for SIP account or static IP authentication
• Destination-based routing with fallback support
• Dual-direction call support (inbound and outbound)
• Carrier-level flexibility for global operations

Whether you're consolidating global carriers or meeting regional compliance needs, BYOC ensures your telephony setup remains adaptable and under your control.