OMNICHANNEL CUSTOMER SERVICE
Voz360 is an omnichannel customer service application that connects conversations and tickets with Customer360, agentic AI, voice, quality and workforce management. Give your team the context and tools to manage the entire customer service journey.
From the first message to resolution, quality review and the next shift.
Product explorer
Facebook
Instagram
X / Twitter
Threads
WhatsApp
Telegram
Tickets, calls & live conversations
The complete customer story
Informed agents. Coordinated follow-ups. A customer who feels understood.
Choose a workspace view to explore
OUR CLIENTS
THE WHOLE SERVICE OPERATION
Capture the request, understand the customer, coordinate the work and manage the operation behind it. Explore the capabilities that make each step possible.
Email, social, messaging and portal requests become conversations with ownership and history.
Forms, linked work, notes, approvals and a complete history support the entire ticket lifecycle.
Conversations, calls, live chat, voicemail, CSAT and forms bring the customer story into view.
Routing rules, workflow rules and AI-based routing move work to the right team and next step.
AI drafts, enhances replies, uses customer history and supports routing, voice and quality review.
Conversation, chat and voice quality management connects agentic AI assessment with QA and scoring.
Forecasting, scheduling and real-time schedule adherence connect capacity planning with daily operations.
PBX, inbound queues, outbound dialers, supervision, transcription and voice AI work alongside customer service.
Reports and dashboards support service, voice, quality and workforce decisions.
CONVERSATIONS ARE THE WORK, NOT JUST THE MESSAGE
An email, social request or portal submission becomes a conversation your team can structure, connect and resolve. Voz360 carries the work beyond a reply box.
Capture service details with custom forms, static properties and dynamic properties. Use checklists to keep required handling steps in view.
Transfer conversations to the responsible team. Merge duplicate work, link related requests or organize a larger issue into parent-child conversations.
Collaborate through private notes and global notes. Bring root cause analysis (RCA) and approvals into the resolution, with the complete end-to-end history.
CUSTOMER360
See conversations, calls, live chat, voicemail, CSAT and forms in the customer's connected history. An agent taking over can understand the earlier contact and the information the customer has already shared.
Agentic AI can use the complete customer history to recommend a next step and help prepare a response with context.
Explore the Customer360 viewAUTOMATION + AGENTIC AI
Route the conversation, help the agent prepare the response and review the interaction. AI and automation support different parts of the same service workflow.
Use routing rules, workflow rules, automation and AI-based conversation routing to move work through your service process. Keep people informed through email, messenger and SMS notifications.
Explore routing & automationGenerate draft replies, enhance the response and use the customer's complete history to recommend a next action. For voice, real-time transcription and agentic recommendations support the active call.
Explore agentic AIAssess conversations and chat through QA and scoring. Follow calls from recording to transcription, quality assessment and scoring, with the interaction available for reviewer feedback and coaching.
Explore quality managementA COMPLETE VOICE OPERATION, CONNECTED TO SERVICE
Voz360 brings PBX and inbound call center functionality, outbound voice and live supervision into the same customer service application.
Extensions, SIP calling, IVR, queues, skills, availability, transfers, callbacks, conferencing, recording and voicemail support your telephony and inbound service workflow.
Choose manual dialing or preview, progressive, power and predictive dialer modes. Manage the calling workflow alongside customer context, contact attempts and dispositions.
Use real-time monitoring, supervisory controls, live voice transcription and agentic AI recommendations. Connect CTI CRM and external CRM integrations with the voice workflow.
Turn customer speech into text, process the interaction with a language model and speak the response back through text-to-speech.
MANAGE THE OPERATION BEHIND EACH INTERACTION
Forecast service demand, create and publish schedules, and manage real-time schedule adherence. Connect the staffing plan with recorded agent activity and handle time-off or shift changes.
Forecasting, scheduling & adherenceUse agentic AI for conversation and chat QA. Carry calls through transcription, quality assessment and scoring. Review the evidence behind the score and connect the findings with coaching.
Conversation, chat & voice qualityReview conversations, voice activity, agents, teams, quality and workforce operations through multiple reports and dashboards. Use the right view to decide what to investigate, coach or re-plan.
Explore reporting & dashboardsFOLLOW A REAL SERVICE SCENARIO
Explore a conversation, a voice follow-up or a quality review. The sample scenarios illustrate how the product areas connect.
ILLUSTRATIVE SERVICE SCENARIO
Create a conversation, review Customer360, capture the details in a custom form and route the work. Collaborate through private notes and get approval before completing the next action.
Explore conversation managementGET TO KNOW THE PLATFORM
Understand the channels, conversation tools, AI and operations behind customer service.
Discuss your requirementsVoz360 is an omnichannel customer service application that combines conversations and tickets, Customer360, workflow automation, agentic AI, quality management, workforce management, reports and dashboards, PBX and call center operations. Voz360 is a product of Ideas2Goal Technologies Pvt Ltd.
Explore the platformConversations can come from email, SMS, social media including Facebook, Instagram, X (Twitter) and Threads, real-time messengers including Facebook, Instagram, WhatsApp and Telegram, website live chat and the web self-service portal. Connected accounts and provider requirements apply.
Explore omnichannel conversationsVoz360 supports custom forms, static and dynamic properties, checklists, transfers, merge, parent-child relationships, linked conversations, collaboration, private notes, global notes, root cause analysis and approvals. An end-to-end history keeps the handling steps together, while email, messenger and SMS notifications support the workflow.
Explore conversation managementCustomer360 brings the customer's conversations, calls, live chat, voicemail, CSAT and forms into a connected view. Agents can use the history to understand the request, and agentic AI can use the customer's complete history to provide recommendations.
Explore Customer360Voz360 uses agentic AI for auto draft generation, reply enhancement, customer-history recommendations, conversation routing, conversation and chat quality management, voice interactions, real-time agent recommendations, and call transcription, QA and scoring. The voice AI flow is speech-to-text, language model and text-to-speech: STT → LLM → TTS.
Explore agentic AIVoz360 includes PBX and inbound call center functionality, manual dialing and preview, progressive, power and predictive dialer modes. It also supports real-time monitoring and supervisory features, live voice transcription, agentic AI recommendations, CTI CRM and external CRM integrations, voice AI, and voice quality assessment and scoring.
Explore voice and call center capabilitiesYes. Workforce management includes forecasting, scheduling and real-time schedule adherence and management. Agentic AI quality management covers conversations, chat and calls; voice review follows calls through transcription, QA and scoring. Reports and dashboards support management across these operations.
Explore workforce managementEXPLORE VOZ360 WITH YOUR TEAM
Bring a customer journey that includes the conversations, AI, voice and team operations you want to explore.
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