Depending on the implementation, it can operate in inbound and outbound scenarios, self-service, support, validation, follow-ups, and transfers to human agents.Below are the main capabilities available in our Voice solution:
Conversation & voice experience- Real-time voice conversation: listens to the user, interprets intent, and responds conversationally during the call.
- Natural voice generation: allows configuration of different voice styles and adjustment of parameters such as speed, volume, and expressiveness to align with the brand and use case.
- Predefined and custom voices: includes a voice library, support for external voice import, and, in some scenarios, voice cloning from the platform.
- Multilingual support: the solution can operate in more than 40 languages and adapt to the user’s language in multilingual experiences.
Flow design & interaction- Structured conversational flows: design experiences with steps, conditions, branching, and reusable subflows for complex cases.
- Data capture and validation: collects user information, stores it as variables, and validates formats before continuing the conversation.
- Structured data extraction: converts call data into structured information ready for automation, CRM, or databases.
Intelligence & context- Knowledge base: answers questions using information from uploaded documents, PDFs, or websites.
- Interaction memory: remembers previous conversations with the same contact to provide continuity and personalization.
Integrations & automation- API and external system integration: executes queries or sends information to CRMs, ERPs, or other systems in real time.
- CRM integration & automation: logs interactions, updates data, and triggers downstream workflows.
- Real-time scheduling: checks availability and books appointments or meetings during the call.
- SMS sending & follow-ups: sends messages with confirmations, codes, or links during or after the interaction.
Call management- Inbound and outbound calls: supports both inbound support and outbound campaigns, including voicemail detection in outbound calls.
- Transfer to human agents: enables call routing via direct or assisted transfer.
- Transfer to numbers, SIP, or dynamic destinations: supports multiple routing types depending on customer architecture.
Analytics & measurement- Operational analytics: dashboards with call and performance metrics, with API export options for BI or external reporting.
- Custom evaluations: allow defining custom criteria to measure quality, compliance, or interaction success.