Social CX Voice channel

Calls in the same console as your chats

With OneCalling or your own PBX (FreePBX, Asterisk), your agents take and make calls from Social CX, with the customer’s history in view.

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Calls in the same console as your chats

We have advised major brands in 16 countries

  • Abbott
  • AFP Capital
  • AFP Habitat
  • Avon
  • Banco General
  • Banco Promerica
  • Caja Los Andes
  • Cargo Expreso
  • Castaño
  • Cencosud
  • Chilexpress
  • Claro
  • Coca-Cola Andina
  • D&C
  • Econorent
  • Entel
  • Froneri
  • Global Bank
  • Izipay
  • LATAM Airlines
  • L'Oréal
  • Mallplaza
  • Manpower
  • Niu
  • Posadas
  • RAC Asistencia
  • Ripley
  • Simmons
  • SMU
  • SURA
  • Telefónica
  • Transbank
  • Tur-Bus
  • Universidad de Las Américas
  • Universidad Tecnológica del Perú
  • Vivo
  • WOM

Why bring voice into your service operation

  • Happier customers

    True omnichannel service: customers choose to write or call and get the same service.

  • Lower costs

    You drop the separate contact center infrastructure and keep every channel in one place.

  • Global reach

    Inbound and outbound calls, local and international.

  • Scalability

    More team efficiency and productivity, with voice-specific KPIs and metrics.

How it works

  1. 1

    Enable your number

    Your OneCalling number is connected to Social CX.

  2. 2

    A call comes in

    A voice menu or an AI assistant answers and routes it by need.

  3. 3

    An agent takes it

    The call reaches the console with the customer’s history across all channels.

  4. 4

    It’s measured and logged

    Duration, wait times and outcome of every call in the reports.

Features

  • Works with your PBX

    Connect your current phone system, such as FreePBX or Asterisk, and its calls reach Social CX without changing your infrastructure.

  • Inbound calls

    Calls to your enabled number go straight to Social CX to be answered by an agent.

  • Outbound calls

    Agents return calls or start proactive contacts with a single click.

  • Voice menu

    Keypad or spoken options to route to the right team.

  • AI voicebot

    Voice assistants that resolve and escalate to an agent or supervisor when needed.

  • Call recording

    Every recorded call is linked to the customer’s case.

  • Voice metrics

    Time in bot, in queue and with an agent, per call and per team.

Use cases

  • Telco and utilities

    Technical complaints and billing questions handled by voice or moved to chat.

  • Banking and insurance

    Balance checks, card blocks and renewals with the same history as digital channels.

  • Retail and e-commerce

    Orders, exchanges and returns with callbacks from the console.

  • Healthcare

    Phone booking and confirmation of appointments, logged in the patient record.

Frequently asked questions

Do I need a separate phone system?

No. You can use OneCalling with no infrastructure of your own, or connect the PBX you already have, such as FreePBX or Asterisk.

Can I make international calls?

Yes. The voice channel supports inbound and outbound calls, local and international.

Can phone service be automated?

Yes. You can use a voice menu and AI voicebots that escalate to an agent when needed.

Are calls stored in the customer’s history?

Yes. Every call is logged together with their chats and previous cases.

Related products

Add voice to your omnichannel service

Book a call and we’ll show you the voice channel working in your console.

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