The Voice product helps you run business calls like a system: guide callers with IVR, route to the right team, reduce wait times with queues/self-service, and record calls for QA and dispute handling. IVR lets a computer interact with callers using voice menus and keypad inputs. [web:266][web:275]
It’s a cloud-telephony layer for inbound and outbound calling: you define call flows (IVR), route callers to teams/queues, and store call recordings and events so operations can measure and improve call handling. IVR is used to gather information and route callers using keypad or voice inputs. [web:269][web:266]
Voice becomes valuable when calls are high-stakes: conversions, support escalations, collections, logistics, and healthcare.
Customers get stuck, bounce, or keep calling when they can’t reach the right department quickly.
Use IVR menus and intelligent routing so callers self-select and land with the right team or queue.
Without recordings, it’s hard to audit conversations, train agents, or resolve disputes.
Enable call recording and access-controlled playback for QA, training, and compliance workflows.
Limited staff + peak call volume leads to long holds and poor customer experience.
Use queues + IVR self-service to reduce load on agents and handle common requests automatically.
People don’t wait on hold; they drop and you lose the opportunity.
Offer call-back flows and trigger outbound calls when an agent becomes available.
Agents waste time asking basic questions (name, order ID, reason) at the start of every call.
Collect intent and identifiers in IVR (keypad or voice) before connecting to an agent, speeding resolution.
Calls happen outside your CRM/helpdesk, so context is missing and follow-ups are inconsistent.
Use event hooks and integrations so call events can update leads, tickets, and workflows.
