Voice & contact center
Give every inbound call a complete service path.
Voz360 combines end-to-end PBX and inbound call center functionality with outbound dialing, real-time supervision, voice AI and quality management. Connect the call with customer context and your CRM as part of the wider service platform.
THE WORKFLOW, EXPLAINED
What voice capabilities does Voz360 provide?
Voz360 combines PBX and inbound call center capabilities with outbound dialing, live monitoring, supervisory controls, real-time transcription, agentic AI recommendations and CRM integrations. Its voice AI flow uses speech-to-text, a language model and text-to-speech, while voice quality management connects calls to QA and scoring.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Voice & contact center
Run your telephony and inbound call center
PBX functionality provides the telephony foundation, while inbound call center tools organize how calls reach and move between agents. Agents handle the call from the service workspace and retain the customer context around it.
Extensions, SIP calling, trunk and DID routing.
IVR, queues, skills, agent availability and after-call work.
Hold, resume, DTMF, blind and attended transfers.
Ring groups, forwarding, conferencing and voicemail.
Callbacks, call dispositions and recording workflows.
Voice & contact center
Design the path from the first ring to the handling agent
An inbound call needs a clear destination and a workable path when the first agent cannot complete the request. Use IVR, queues, skills and availability to organize the initial handling, then use transfers, conferencing, callbacks or voicemail as the service process requires. Review the complete path with the agent and supervisory teams before deployment.
Define the IVR path and the service queues a caller can reach.
Review skills and agent availability for the handling team.
Use blind or attended transfers and conferencing for specialist assistance.
Agree the callback, voicemail and after-call handling process.
Voice & contact center
Support the agent while the call is happening
Real-time monitoring and supervisory features give team leaders a live view of voice operations. Real-time voice transcription and agentic AI recommendations add assistance within the active conversation.
Monitor live call and agent activity.
Listen, whisper or coach, and join supported calls within assigned permissions.
Use real-time voice transcription during agent calls.
Provide agentic AI recommendations to the agent.
Connect CTI CRM and external CRM integrations to voice workflows.
Voice & contact center
Use a voice AI agent for a spoken interaction
The agentic voice AI pipeline follows STT → LLM → TTS. Speech-to-text converts what the customer says, the language model handles the interaction and text-to-speech returns the response as spoken audio.
Speech-to-text captures customer speech.
The language model processes the interaction and prepares a response.
Text-to-speech delivers that response as voice.
Configure the providers and service workflow around the voice AI experience.
Voice & contact center
Carry the call into quality assessment
A completed call can continue into the voice quality management process. Connect the call to its transcription, agentic AI quality assessment and scoring so reviewers can work from the interaction and its evidence.
Calls and recordings provide the source interaction.
Transcription makes spoken content available for review.
Agentic AI supports QA and scoring.
Supervisors review findings and connect them with coaching and reporting.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
An inbound call that needs specialist help
A caller reaches the service team, explains the issue and needs a specialist to join. The call and its context should remain part of the wider customer record.
- 01
Receive
Use IVR and queue handling to direct the incoming call.
- 02
Connect
Bring the call to an available agent with the relevant skills.
- 03
Assist
Use transcription, recommendations and supervisory support.
- 04
Continue
Transfer, conference or follow up, retaining the customer history.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind voice & contact center.
Which outbound dialing modes does Voz360 support?
Voz360 supports manual dialing along with preview, progressive, power and predictive dialer modes. The right mode depends on how the team needs to review contacts, initiate calls and manage the campaign.
Does voice connect with CRM and quality management?
Yes. Voz360 includes CTI CRM and external CRM integrations, real-time transcription and AI recommendations, plus voice quality management from calls through transcription, QA and scoring. Connector details and provider configuration depend on the selected setup.
MAKE THE EVALUATION SPECIFIC
Walk through your inbound call flow.
Bring an IVR path, queue structure and the transfer or supervision scenario to test.