Platform overview
One platform for the whole customer service operation.
Voz360 is an omnichannel customer service application. Bring conversations and tickets from digital channels together with Customer360, workflow automation, agentic AI, quality management, workforce management and a complete voice operation.
Customer service platformTHE WORKFLOW, EXPLAINED
What is the Voz360 platform?
Voz360 is an omnichannel customer service application that connects conversations and tickets with customer history, routing, agentic AI, voice, quality management, workforce planning and reporting. Teams can handle the request and manage the operation behind it within the same platform.
EXPLORE THE PRODUCT
Go deeper into each part of the operation.
Omnichannel conversations
Email, social, messaging and portal requests become conversations with ownership and history.
Conversation management
Forms, linked work, notes, approvals and a complete history support the entire ticket lifecycle.
Customer360
Conversations, calls, live chat, voicemail, CSAT and forms bring the customer story into view.
Routing & automation
Routing rules, workflow rules and AI-based routing move work to the right team and next step.
Agentic AI
AI drafts, enhances replies, uses customer history and supports routing, voice and quality review.
Quality management
Conversation, chat and voice quality management connects agentic AI assessment with QA and scoring.
Workforce management
Forecasting, scheduling and real-time schedule adherence connect capacity planning with daily operations.
Voice & contact center
PBX, inbound queues, outbound dialers, supervision, transcription and voice AI work alongside customer service.
Reports & dashboards
Reports and dashboards support service, voice, quality and workforce decisions.
Outbound Voice
Five dialing modes, customer context, supervision and AI quality for outbound voice.
Voice AI
Agentic voice service for phone and web, connected to human support.
Agent workspace
Customer context, conversation tools, calling and AI assistance come together for the agent.
Customer self-service
A web self-service portal, forms and live chat connect customers with your service team.
Call recording
Recorded calls connect to transcription, quality evidence and supervisor review.
Integrations & CTI CRM
CTI CRM, external CRM systems, channel accounts and voice services connect with your service operation.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Platform overview
Start with the customer conversation
Email, SMS, social media, real-time messengers, live chat and the self-service portal create conversations your teams can manage. Customer360 adds calls, voicemail, CSAT and forms to the customer history.
Receive requests across connected channels.
Structure work with custom forms, properties and checklists.
Transfer, merge, link or organize related work into parent-child conversations.
Collaborate through notes, approvals and end-to-end history.
Platform overview
Put intelligence into the service workflow
Routing and workflow rules manage productivity, while agentic AI supports conversation routing, drafts, reply enhancement and recommendations based on customer history. Apply agentic AI again when assessing conversations, chat and voice quality.
Routing rules, workflow rules and automation.
AI-based routing and agent assistance.
Conversation, chat and call quality assessment and scoring.
Reports and dashboards for the wider operation.
Platform overview
Connect voice and workforce operations
PBX, inbound call center functionality and outbound dialers sit alongside digital service. Real-time transcription, supervisory tools, voice AI and CTI CRM integrations support the voice operation. Forecasting, scheduling and real-time adherence support the people delivering service.
Manual, preview, progressive, power and predictive dialing.
STT → LLM → TTS voice AI.
Live monitoring, transcription and AI recommendations.
Forecasting, scheduling and real-time schedule adherence.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Follow the work beyond the first reply
A customer starts with a message, follows up by phone and needs another team to complete the request. Each product area supports a different part of that journey.
- 01
Receive
Capture the connected channel request as a conversation.
- 02
Understand
Consult Customer360 and the information already shared.
- 03
Coordinate
Route the work, involve colleagues and use AI assistance.
- 04
Improve
Review quality, staffing coverage and reporting after the interaction.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind platform overview.
What kind of application is Voz360?
Voz360 is an omnichannel customer service application that combines conversations and tickets, Customer360, automation, agentic AI, quality management, workforce management, reporting, PBX and call center operations.
Can we explore a specific part of the platform?
Yes. Explore the individual product areas for detailed workflows and capabilities, or request a demonstration centered on the channels, conversation process, AI, voice or workforce needs of your team.
MAKE THE EVALUATION SPECIFIC
Explore Voz360 around your service journey.
Bring a request that crosses channels, teams and a voice follow-up.