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.
| Business need | Voiso solution |
|---|---|
| High-quality outbound calls | Crystal-clear audio with no delays, one-way audio, or dropped calls |
| Multi-channel engagement | Seamless omnichannel integration across voice and messaging |
| CRM integration | Click-to-call, screen pop, campaign dialing, and in-CRM softphone support |
| Onboarding and support | 24/7 global assistance with onboarding and regulatory compliance |
| Platform security | Number masking, role-based access, and IP-based restrictions |
| Campaign performance | In-depth analytics and reporting to measure conversions and cost efficiency |
After-sales and customer support
Voiso helps support teams strengthen customer loyalty by improving accessibility, responsiveness, and issue resolution.
| Business need | Voiso solution |
|---|---|
| Performance analytics | Real-time and historical data on response times, resolution rates, and volumes |
| Smart routing | Skill-, time-, language-, and location-based routing logic |
| Efficient handoffs | Screen pop, context-aware transfers, and wrap-up tools |
| Data protection | Role-based access and automated masking of personal data |
Business Process Outsourcing (BPO)
Voiso helps BPOs scale efficiently, deliver region-specific support, and meet client requirements with flexibility and speed.
| Business need | Voiso solution |
|---|---|
| System integration | Integration with CRMs, data platforms, and workforce management tools |
| Localized operations | Multilingual sales and support across Europe, Asia, and North America |
| Global reach | Coverage in 160+ countries with regional routing and direct telecom links |
| Compliance and control | Technical and legal compliance for regulated industries |
| Scalability and flexibility | Rapid deployment, flexible pricing, and customizable solutions |
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.