Azmarq · Voice 360
Numbers, IVR, dialing, AI voice & analytics — one voice suite
Voice 360 puts DID/toll-free/mobile/missed-call numbers, IVR Studio, inbound & outbound (OBD / predictive / AI), call-centre workflows, speech, media, logs, and analytics on the same CPaaS stage as WhatsApp — so calls are the next step after chat, not a vendor island.
Numbers · IVR · inbound/outbound · AI voice · analytics
Voice 360 suite
Same CPaaS stage as WhatsApp — not a bolted-on PBX
Numbers
DID · TF · mobile
IVR Studio
Route · collect
Inbound
Queues · agents
Outbound
OBD · predictive
AI voice
Guardrailed
Analytics
Logs · coaching
Operate voice with digital
- 01Provision the right number type
- 02Design IVR and queue ownership
- 03Run inbound + structured outbound
- 04Add AI voice where it earns trust
- 05Read logs and tune the next dial
- 06Trigger voice from Journeys & Inbox
Number types
DID · toll-free · mobile · missed-call
IVR Studio
Route · collect · hand off
Outbound modes
OBD · predictive · AI
Omnichannel
Journeys · Inbox · CDP
Clarify first
Voice 360 vs a bolted-on PBX
Most stacks buy voice as a separate PBX, then lose the WhatsApp thread. Azmarq treats voice as a CPaaS channel — numbers and IVR with journeys, inbox, and CDP in one operating model.
Voice 360
CPaaS voice suite
Numbers, IVR, inbound/outbound, AI voice, and analytics that share identity with chat and SMS.
Standalone PBX
Channel island
Strong for desks phones — weak when CTWA leads and WhatsApp tickets need the same customer story.
Unified Inbox
Ownership layer
Where agents own chat and escalations after (or beside) the call — tickets, SLA, routing.
Explore Inbox →Inventory
Numbers that match the job — not one generic line
Provision DID, toll-free, mobile, and missed-call patterns so acquisition, support, and campaigns each have the right voice footprint — then route those numbers into IVR, agents, or journeys.
- DID, toll-free, mobile, and missed-call patterns
- Assign numbers to IVR, queues, or campaigns
- Missed-call capture that feeds digital follow-up
- Operate numbers inside the same Azmarq account as chat
Number inventory
- DIDLocal inbound · Assigned
- Toll-freeNational support · Active
- MobileCampaign CLI · Active
- Missed-callLead capture · Live
IVR Studio
Design call flows your ops team can actually own
IVR Studio is where you route, collect DTMF inputs, branch by intent, and hand off to agents or automations — without treating the PBX as a separate product island.
- Node-based flows: welcome → department → agent or bot
- Collect inputs for language, product, or ticket type
- Escalate cleanly into call-centre or Unified Inbox context
- Reuse the same customer identity from My CDP where available
IVR Studio
Node
Welcome
Node
Sales
Node
Support
Node
Callback
Node
Agent
Contact centre
Inbound that sits next to chat — not beside it
Support inbound queues, agent workflows, and callbacks so voice becomes the high-stakes step after WhatsApp — with ownership and history your CX team can supervise.
- Inbound queues for sales, support, and collections
- Agent workflows alongside digital tickets
- Callback and missed-call recovery patterns
- Context that doesn’t reset when the channel changes
Inbound
Live
Queue
Sales
Agents
Ready
Callback
Queued
Outreach
OBD, predictive & structured outbound with logs
Run reminders, confirmations, and collections-style outbound with dialing modes that fit volume — and keep logs so compliance and ops can audit what happened.
- OBD and predictive-style outbound patterns
- Reminder and confirmation programs at scale
- Pair voice with SMS / WhatsApp backups from journeys
- Logs for ops review — not fire-and-forget dialing
Outbound program
EMI reminder · batch
AI voice
AI outbound & speech with human escalation
Use AI voice where automation earns its keep — with guardrails and a clear path to a human when the conversation needs judgment, empathy, or payment sensitivity.
- AI outbound patterns for qualification and reminders
- Speech / media capabilities inside the Voice 360 suite
- Escalation when AI should stop talking
- Same AI philosophy as Agent Studio: tools + guardrails, not black boxes
AI voice session
Guardrailed“Confirming your appointment for tomorrow at 10:30. Press 1 to confirm, 2 to reschedule.”
Intent: confirm · escalate if payment dispute
Insights
Logs & analytics that improve the next dial
Voice without visibility becomes a cost centre. Voice 360 keeps media, speech signals, logs, and analytics in the suite so supervisors can tune IVR, scripts, and staffing.
- Call logs for audit and coaching
- Analytics for volume, outcomes, and queue health
- Media / speech artefacts where your program needs them
- Feedback loops into IVR and journey design
Voice analytics
Answered
Healthy
Queue wait
Watch
Escalations
Tracked
Orchestration
Voice as a journey step — after chat, not instead of it
Trigger callbacks, confirmations, or collections calls when WhatsApp goes quiet. Keep the digital thread, then escalate to voice with the same CDP profile.
- Missed call → WhatsApp / SMS follow-up
- Chat → scheduled callback when intent is high
- Voice OTP when SMS isn’t enough alone
- Stop conditions so journeys don’t double-ping after a live call
Journey · High-intent lead
- 01WhatsApp · qualify
- 02No reply · 2h
- 03Voice · callback
- 04SMS · confirm slot
Voice in the India CPaaS story
Calls aren’t a separate vendor.They’re the next step after chat.
Pair Voice 360 with Journeys and Unified Inbox — callbacks, collections, and confirmations that already know the digital thread. Respect quiet hours and DND norms; log outcomes so journeys stop when a human already closed the loop.
Plan entitlements and minute wallets are commercial — confirm Voice access on your tier with sales. Website figures stay illustrative.
Where teams use it
Voice jobs across the funnel
From missed-call capture to collections — same suite, different urgency. No invented ROI claims — just operating patterns that fit India CX.
Missed-call acquisition
Capture intent on a flash/missed-call number, then continue on WhatsApp or callback from the same profile.
Collections & EMI reminders
Combine OBD / AI outbound with SMS and WhatsApp nudges — timed, logged, and stoppable when paid.
Appointment confirmations
IVR or outbound confirmations for clinics, salons, and field services with digital backup.
Contact centre escalation
Move complex WhatsApp threads to a live call without losing ticket ownership.
Voice OTP & step-up auth
Audio codes when SMS deliverability or policy requires a voice path.
Enterprise CX stacks
Run voice beside inbox, CDP, and journeys for mid-market and enterprise ops teams.
How it maps on Azmarq
Capability → what you run → module
Number inventory
DID · toll-free · mobile · missed-call
Voice 360 →IVR & routing
Flows · DTMF · department handoff
Voice 360 →Agent ownership
Queues · tickets · SLA
Unified Inbox →Customer context
Profiles · segments · consent
My CDP →Omnichannel orchestration
Chat → voice → SMS fallback
Customer Journeys →Digital AI + voice AI
Guardrails · escalation
AI Agent Studio →
Stand up voice that works with digital
01
Provision
Pick DID, toll-free, mobile, or missed-call patterns.
02
Design
Build IVR, queues, and ownership with Inbox.
03
Dial
Run inbound and structured outbound with logs.
04
Orchestrate
Trigger voice from Journeys with chat/SMS backups.
Next in the Azmarq story
FAQs
Questions about Voice 360
Straight answers for teams evaluating this module inside Azmarq CPaaS.
Talk to salesNumbers (DID, toll-free, mobile, missed-call), IVR Studio, inbound/outbound (OBD / predictive / AI outbound), call-centre workflows, speech/media, logs, analytics, and voice OTP patterns — as a suite inside Azmarq CPaaS, not a bolted-on PBX.
Yes. Use voice as a channel inside omnichannel journeys — callbacks, confirmations, collections — and keep chat context in Unified Inbox where your plan allows.
Voice OTP is part of the Voice 360 surface for teams that need an audio fallback when SMS or WhatsApp isn’t enough alone.
Voice 360 shares customer identity with My CDP, orchestration with Journeys, and ownership with Unified Inbox — so calls are the next step after chat, not a vendor island.
Voice entitlements depend on plan packaging (often Growth+). Confirm live module access and minute wallets with sales — website figures stay illustrative.
Yes — missed-call capture patterns can feed journeys and inbox ownership so digital follow-up continues from the same customer profile.
Put voice on the same stage as WhatsApp
See IVR, numbers, outbound, and digital handoffs on a demo — with plan entitlements confirmed by sales.
