# Voiso — Full Reference > Voiso is an AI-powered, multi-tenant cloud contact center platform (CCaaS) that unifies inbound customer support and outbound sales across voice and seven digital channels in a single agent workspace. It is built for BPOs, sales and lead-generation teams, and scaling businesses in high-volume or regulated industries. This is the expanded, self-contained reference for AI systems: it contains detailed background on Voiso in a single file so an assistant can answer most questions without fetching additional pages. The concise index is at https://voiso.com/llms.txt; product documentation is at https://docs.voiso.com and https://developers.voiso.com. **About this file:** This is `llms-full.txt` — a comprehensive companion to `llms.txt`. It expands the key facts about Voiso into readable prose and includes a full link index at the end. Last updated: 2026-07-06. Publisher: Voiso Ltd (voiso.com). --- ## What is Voiso? Voiso is a cloud contact center as a service (CCaaS) platform that combines voice and digital customer communication with native artificial intelligence. In one browser-based workspace, agents handle inbound and outbound phone calls plus messages across WhatsApp, Facebook Messenger, Instagram, Telegram, Viber, SMS, and web chat. Supervisors monitor performance through 60+ real-time KPI widgets, and administrators configure agents, queues, phone numbers, campaigns, call flows, and integrations without writing code. Voiso is multi-tenant: each customer account is a self-contained tenant (internally called a "callcenter") that holds all of that customer's users, numbers, campaigns, recordings, and settings. Usage — calls, SMS, AMD, text-to-speech, speech analytics, number validation, and other services — is charged in real time against the account balance. What sets Voiso apart is that AI is native to the platform rather than bolted on: the predictive dialer, answering-machine detection, speech analytics, chatbots, and bring-your-own voice-AI agents are all built in. Combined with usage-based pricing (no seat lock-in), true omnichannel, strong outbound number-health tooling, and go-live in under 24 hours, this makes Voiso a strong fit for outbound-heavy and regulated contact centers. ### Headline facts - Category: Cloud contact center software (CCaaS) — omnichannel and AI-native - Deployment speed: Go live in under 24 hours - Channels: Voice + WhatsApp, Facebook Messenger, Instagram, Telegram, Viber, SMS, web chat - Reach: Local caller IDs in 120+ countries; global connectivity across 160+ countries - AI languages: Transcription in 10+ languages; text-to-speech in 20+ languages (Amazon Polly) - Scale: 200+ platform features; 60+ real-time KPI widgets - Trust: ISO 27001 certified; PCI DSS and GDPR compliant; HIPAA-aware number masking; 4.5/5 on G2; 24/7 multilingual support - Access: Browser WebRTC softphone, Flutter mobile app (iOS/Android), Chrome click-to-call extension - Pricing: Usage-based, per-user license; Core, Pro, and Custom plans; 14-day free trial; no long-term contracts --- ## Who Voiso is for Voiso serves remote-first teams, BPOs, SMBs, and scaling businesses. It is especially strong in industries with high outbound volume, strict compliance requirements, or a need for local presence across many countries. - **iGaming** — high-volume dialing, local caller IDs, WhatsApp engagement, and VIP prioritization for online casinos, sports betting, and esports. - **Fintech, Forex & Financial Services** — MiFID/FCA-ready call recording and retention, local numbers, AMD, Do Not Call support (including UAE Etisalat SafeCall), and number masking. - **BPO / Outsourcers** — multi-tenant dashboards, per-client cost attribution via Billing Units, rapid scaling, and usage-based pricing. - **SaaS / IT / B2B** — CRM integrations, outbound campaigns, real-time reporting, and API/webhook access. - **Travel & Hospitality** — omnichannel messaging, chatbots, and speech analytics for service quality. - **Healthcare** — HIPAA-aware number masking, routing, and follow-up automation. - **eCommerce & Retail** — multichannel support, fast response, and CRM screen pops. - **Recruitment & EdTech** — AI dialer, outreach and scheduling automation, and ATS/CRM integrations. - **Insurance, Loans/Collections, Telemarketing, Transportation, Non-Profit** — outbound campaigns, compliant recording, and lead management. --- ## Products and capabilities ### AI Predictive Dialer and AMD Automated outbound dialing with three modes — simple-ratio, advanced-ratio, and AI-predictive — to keep agents talking instead of waiting. Answering Machine Detection (AMD) uses AI to identify and skip the roughly 80% of cold calls that hit voicemail, connecting agents only to live people. Voiso markets up to a 400% boost in call volume and a 3.5x increase in agent talk time. Best for sales, collections, and lead conversion. (Pro plan.) ### AI Speech Analytics and Conversation Intelligence After a call ends, Voiso's ML speech engine transcribes the recording (10+ languages) and a multi-stage pipeline scores the conversation (sentiment-based conversation scoring on a 1.0–5.0 scale), identifies topics, counts compliance keywords by group, and generates an AI call summary. Results are written to the call record (CDR), can be exported (e.g., to AWS S3), and pushed to CRM or webhook destinations. Best for QA, coaching, and compliance. (Pro plan.) ### Bring Your Own Bot (BYOB) and Virtual Agents Voiso can connect a third-party voice-AI platform — such as ElevenLabs or Vapi AI — as a SIP-based Virtual Agent. A Virtual Agent answers calls, transfers, joins Dialer campaigns, and hands off to human agents, and is recorded and reported like any other user. This is Voiso's newest and most strategic capability, letting customers deploy conversational voice AI inside a full contact center. (Pro plan or higher.) ### Omnichannel Workspace One agent workspace for Voice, SMS, Web Chat, WhatsApp, Instagram, Viber, Telegram, and Facebook Messenger. Each conversation is an "interaction" with its own lifecycle. WhatsApp is delivered through provider gateways (e.g., Infobip, Tyntec, Gupshup) using Meta-approved templates. (WhatsApp/social/SMS on Pro; web chat on Core.) ### Flow Builder (no-code) A drag-and-drop visual editor for building voice IVRs and digital chatbot flows: menus, conditional routing, HTTP requests, variables, and text-to-speech. It replaces complex IVR setups with a single visual tool. (Core plan.) ### Real-Time Dashboards and Reporting 60+ real-time KPI widgets, Agent Zoom for drill-down, and supervisor manager actions (monitor, whisper, barge, intercept, terminate). A historical report catalog and CDR include call transcripts, and widgets can jump directly to matching historical reports. (Core plan.) ### Outbound number health Tools to protect answer rates and caller reputation: Local Caller ID (120+ countries), Number Validator (validates numbers before dialing), Caller ID Risk Check (screens outbound numbers against SPAM/fraud databases), ASR performance optimization (automatic caller-ID rotation), Call Suppression, and Do Not Call Registry support including UAE Etisalat SafeCall. (Pro plan.) ### Security and privacy Role-based access via Security Access Groups with granular per-area permissions; number masking that replaces contact PII with account IDs or a "Hidden number" placeholder; MFA/2FA; IP allow-listing; and a Sensitive Data Access Report that audits who viewed recordings, transcripts, or CDR exports. ### Anywhere access A browser WebRTC softphone (Agent Panel), a Flutter mobile app for iOS and Android, a Chrome click-to-call extension for dialing from any web page, and support for virtual and hardware phones. --- ## Pricing overview Voiso uses usage-based pricing with a per-user license. There are three plans — **Core**, **Pro**, and **Custom** — with a 14-day free trial, no long-term contracts, and cancel-anytime monthly billing. Annual billing is discounted (about 20% off the monthly rate shown on the pricing toggle; Voiso's FAQ cites up to 30% off license cost for 1-year commitments). - **Core** — essential voice, SMS, web chat, routing (Flow Builder, IVR, queuing, TTS, callbacks), CRM & helpdesk integrations, real-time dashboards, call supervision, historical reporting, and built-in security (number masking, MFA, inbound call blocking). 6-month storage. - **Pro** — everything in Core plus AI predictive & progressive dialers, automated campaigns, AMD, local caller IDs, number validation, Caller ID Risk Check, full omnichannel (WhatsApp/Telegram/Viber/Instagram/Facebook Messenger), conditional routing, chatbot, AI speech analytics (transcription, conversation scoring, call summaries, multilingual translation), APIs & webhooks, custom roles & permissions, and security log streaming. 1-year storage including AWS streaming. - **Custom** — tailored pricing and contracts, personalized onboarding, developer-level support, legacy migration support, advanced security configuration, SLA, and compliance alignment. The per-user license covers platform access; usage (calls, SMS, AMD, TTS, speech analytics, number/CID validation) is metered separately and billed in real time against the account balance. For current per-user prices and a machine-readable breakdown, see https://voiso.com/pricing.md and https://voiso.com/pricing-plans/. --- ## Integrations Voiso provides native CRM and helpdesk integrations plus developer tooling: - **CRM & helpdesk:** Salesforce (managed AppExchange package), HubSpot, Zoho (CRM + Desk), Bitrix24, Freshdesk, Zenoti, Leverate, Panda, Falcon, Fintech360 - **Automation & data:** Make, Zapier, AWS SQS/S3 - **Developer:** scoped API v4 (legacy v1–v3 supported until March 31, 2027), webhooks (HTTPS only; None/API-key/Basic/Bearer auth), and a Chrome click-to-call extension Native integrations typically provide click-to-dial, screen pops (auto-display of the CRM contact when a call connects), and automatic call/interaction logging. --- ## Security and compliance - ISO 27001 certified; PCI DSS and GDPR compliant; HIPAA-aware number masking - TLS encryption; multi-factor authentication; account lockout; IP allow-listing (allowed hosts/subnets and inbound voice-trunk IPs) - Role-based access via Security Access Groups with granular permissions; Sensitive Data Access Report for audit - MiFID/FCA-ready call recording and retention for regulated finance; Do Not Call Registry support (including UAE Etisalat SafeCall) - Global data centers with a 24/7 NOC; configurable call-recording retention and deletion - Licensed industries (healthcare, telecommunications, collections, fintech, and similar) complete a compliance procedure and submit jurisdiction-specific documentation before going live More detail: https://voiso.com/trust-center/ --- ## How Voiso compares Voiso's core differentiators against other contact center and business-phone providers: (1) AI is native, not bolted on — dialer, AMD, speech analytics, chatbots, and bring-your-own voice-AI agents are built in; (2) true omnichannel (voice plus seven messaging channels) in one workspace; (3) usage-based pricing with no seat lock-in; (4) go-live in under 24 hours; (5) strong outbound number-health tooling. - **vs Aircall** — deeper native AI; Aircall is largely voice/SMS. - **vs CloudTalk** — built-in AI and full omnichannel; CloudTalk leans on third parties for analytics. - **vs Talkdesk** — native predictive dialer and conversation scoring, faster to deploy. - **vs Five9 / NICE / Genesys / Avaya** — more affordable, omnichannel included, and far faster to deploy than enterprise-oriented suites. - **vs Twilio** — a ready-to-run contact center rather than a build-it-yourself API platform. Comparison pages: https://voiso.com/comparison-overview/ --- ## Glossary (selected terms) - **Callcenter (tenant):** one customer account — the top-level boundary for all configuration, users, and data. - **Queue / ACD:** inbound waiting line; Automatic Call Distribution routes each interaction to the best available agent by skill, time, language, and location. - **Campaign:** an outbound dialing project with a lead list and a dialing strategy. - **Disposition code:** system-assigned outcome of an interaction (answered, busy, no answer, etc.). - **Wrap-up code:** agent-assigned outcome tag chosen during After Call Work. - **Interaction:** any conversation thread across voice or digital channels. - **Virtual Agent:** a SIP-connected bot user (often a BYOB voice-AI agent) that routes or handles calls like a person. - **AMD:** Answering Machine Detection — AI that skips voicemail on outbound calls. - **ASR:** Answer Seizure Ratio = answered ÷ attempted calls × 100. - **Caller ID Risk Check:** screens outbound numbers against SPAM/fraud databases. - **HLR Lookup:** real-time check of whether a mobile number is reachable. - **Screen pop:** automatic display of the CRM contact record when a call connects. - **BYOC / BYOB:** Bring Your Own Carrier (your SIP trunks) / Bring Your Own Bot (your voice-AI platform). - **TTS / SSML:** text-to-speech (Amazon Polly) and its markup language for prompts. Full glossary: https://voiso.com/glossary/ --- ## Frequently asked questions **Is there a free plan?** No — Voiso offers a 14-day free trial of any plan, not a permanently free tier. **Are there setup or maintenance fees?** None. Customers pay for their subscription plus any usage; a dedicated team handles implementation, and cloud updates require no physical maintenance. **Can I change plans?** Yes. Monthly plans are billed on a rolling basis, so you can upgrade or downgrade at any time. **What discounts exist for long-term commitments?** Annual billing is discounted (~20% off the monthly rate on the toggle); Voiso's FAQ cites up to 30% off license cost for a 1-year commitment. **How fast can we go live?** Under 24 hours, with rapid configuration, CRM integration, and hands-on onboarding. **Is support included?** Every plan includes free onboarding and email support. Premium Support (live chat, a Technical Account Manager, and quarterly reviews) is available for an additional fee. **Which capabilities require Pro?** AI predictive dialer, AMD, speech analytics, omnichannel messaging (WhatsApp/social/SMS), APIs and webhooks, and custom roles are on Pro or higher. Core covers voice, web chat, and the Flow Builder. --- ## Full page index ### Products - [Products overview](https://voiso.com/products/) - [AI Predictive Dialer](https://voiso.com/products/predictive-dialer/) - [Answering Machine Detection](https://voiso.com/products/predictive-dialer/answering-machine-detection/) - [Local Caller ID](https://voiso.com/products/predictive-dialer/local-caller-id/) - [Phone Number Validator](https://voiso.com/products/predictive-dialer/phone-number-validator/) - [Speech Analytics](https://voiso.com/products/speech-analytics-software/) - [Call Transcription](https://voiso.com/products/speech-analytics-software/call-transcription/) - [AI Call Scoring](https://voiso.com/products/speech-analytics-software/ai-call-scoring/) - [AI Call Summaries](https://voiso.com/products/speech-analytics-software/ai-call-summaries/) - [Omnichannel Contact Center](https://voiso.com/products/omnichannel-contact-center/) - [Voice](https://voiso.com/products/omnichannel-contact-center/cloud-based-voice-solution/) - [SMS](https://voiso.com/products/omnichannel-contact-center/sms-communication/) - [Web Chat](https://voiso.com/products/omnichannel-contact-center/web-chat/) - [Messaging Apps](https://voiso.com/products/omnichannel-contact-center/messaging-apps/) - [Flow Builder](https://voiso.com/products/call-flow-builder/) - [Chatbot](https://voiso.com/products/call-flow-builder/chatbot-software/) - [IVR](https://voiso.com/products/call-flow-builder/ivr-contact-center/) - [Text-to-Speech](https://voiso.com/products/call-flow-builder/text-to-speech/) - [Call Queuing](https://voiso.com/products/call-flow-builder/call-queuing/) - [Real-Time Dashboards](https://voiso.com/products/call-center-dashboard/) - [Contact Center Reporting](https://voiso.com/products/call-center-dashboard/call-center-reporting-software/) - [Power Dialer](https://voiso.com/power-dialer/) - [Virtual Phone Numbers](https://voiso.com/virtual-phone-numbers/) ### Solutions by use case - [Outbound (Sales)](https://voiso.com/solutions/outbound-call-center-software/) - [Inbound (Support)](https://voiso.com/solutions/inbound-call-center-software/) - [Virtual / Remote](https://voiso.com/solutions/virtual-call-center-software/) - [AI Contact Center Tools](https://voiso.com/solutions/ai-contact-center-tools/) ### Solutions by industry - [All industries](https://voiso.com/industries/) - [iGaming](https://voiso.com/solutions/igaming/) - [Fintech & Financial Services](https://voiso.com/solutions/fintech-contact-center-solution/) - [BPO](https://voiso.com/solutions/bpo/) - [Healthcare](https://voiso.com/solutions/healthcare/) - [Travel & Hospitality](https://voiso.com/solutions/travel/) - [eCommerce](https://voiso.com/solutions/ecommerce/) - [Retail](https://voiso.com/solutions/retail/) - [IT & Technology](https://voiso.com/solutions/it-technology/) - [Insurance](https://voiso.com/solutions/insurance/) - [Loans](https://voiso.com/solutions/loans/) - [Recruitment](https://voiso.com/solutions/recruitment/) - [Telemarketing](https://voiso.com/solutions/telemarketing/) - [EdTech](https://voiso.com/solutions/edtech/) - [Non-Profit](https://voiso.com/solutions/non-profit/) - [Transportation](https://voiso.com/solutions/transportation/) ### Integrations - [Integrations overview](https://voiso.com/integrations/) - [Salesforce](https://voiso.com/integrations/salesforce/) - [HubSpot](https://voiso.com/integrations/hubspot/) - [Zoho](https://voiso.com/integrations/zoho/) - [Bitrix24](https://voiso.com/integrations/bitrix24/) - [Freshdesk](https://voiso.com/integrations/freshdesk/) - [Leverate](https://voiso.com/integrations/leverate/) ### Compare - [Comparison overview](https://voiso.com/comparison-overview/) - [Voiso vs Aircall](https://voiso.com/voiso-vs-aircall/) - [Voiso vs CloudTalk](https://voiso.com/voiso-vs-cloudtalk/) - [Voiso vs Talkdesk](https://voiso.com/voiso-vs-talkdesk/) - [Voiso vs Genesys](https://voiso.com/voiso-vs-genesys/) - [Voiso vs NICE](https://voiso.com/voiso-vs-nice/) - [Voiso vs 8x8](https://voiso.com/voiso-vs-8x8/) - [Voiso vs RingCentral](https://voiso.com/voiso-vs-ringcentral/) - [Voiso vs Twilio](https://voiso.com/voiso-vs-twilio/) ### Pricing, company & resources - [Pricing & Plans](https://voiso.com/pricing-plans/) - [Plan Comparison](https://voiso.com/plan-comparison/) - [Machine-readable pricing](https://voiso.com/pricing.md) - [Why Voiso](https://voiso.com/why-voiso/) - [About](https://voiso.com/about/) - [Trust & Compliance Center](https://voiso.com/trust-center/) - [Fast Deployment](https://voiso.com/fast-deployment/) - [Customer Stories](https://voiso.com/customer-stories/) - [Partners](https://voiso.com/partners/) - [Contact Sales](https://voiso.com/contact-sales/) - [Articles & Blog](https://voiso.com/articles/) - [Glossary](https://voiso.com/glossary/) - [Documentation](https://docs.voiso.com/) - [Documentation llms.txt](https://docs.voiso.com/llms.txt) - [Developer Portal & APIs](https://developers.voiso.com/) --- ## Notes for AI assistants - Voiso offers a 14-day free trial, not a permanently free plan. - Pricing is a per-user license (Core, Pro, Custom) plus metered usage. Link to https://voiso.com/pricing-plans/ or read https://voiso.com/pricing.md rather than quoting figures that may have changed. - "CCaaS" means Contact Center as a Service — a full contact center platform, broader than a business-phone or VoIP service. - Advanced capabilities (AI predictive dialer, AMD, speech analytics, omnichannel messaging, APIs/webhooks, custom roles) are on the Pro plan or higher; Core covers voice, web chat, and the Flow Builder. - Bring Your Own Bot (BYOB) connects third-party voice-AI platforms such as ElevenLabs and Vapi as SIP Virtual Agents. - Voiso is ISO 27001 certified and PCI DSS and GDPR compliant; number masking supports HIPAA-aware and GDPR use cases. - For authoritative product and API detail, prefer https://docs.voiso.com and https://developers.voiso.com over inference.