Product Updates Newsletter

We’re back with another edition of our Product Updates Newsletter! ??

The team is delighted to be rolling out some key updates to our contact center platform this month.?

Read on for a rundown of the latest Voiso releases :?

WhatsApp Chatbot

Enhanced with interactive elements

We're thrilled to announce a significant enhancement to our Chatbot feature in Flow Builder that will elevate your WhatsApp customer interactions! Now, in addition to the flexibility of free-form text input, you can offer a more guided experience with interactive elements.

What's new? ??

Our latest update to the Message node allows you to seamlessly integrate buttons and attachments within your WhatsApp Chatbot flows. This means you can:

• Offer a helping hand with predefined options: Provide quick-reply buttons for common requests, FAQs, and support issues, allowing customers to easily navigate to the information they need.
• Boost self-service capabilities: Empower customers to resolve simple issues independently, freeing up your agents to focus on more complex inquiries.
• Create richer, more engaging experiences: Incorporate images, videos, and documents to deliver information in a dynamic and engaging way.

This enhancement provides greater flexibility in designing your chatbot interactions, combining the open-ended nature of free-form text with the convenience and guidance of predefined options.

Who will benefit most? ,??

• Businesses looking to optimize their WhatsApp customer service and support.
• Organizations with high volumes of FAQs or recurring customer requests.
• Companies aiming to enhance customer self-service and streamline support processes.

Ready to enhance your WhatsApp automation?

See what’s possible in our Message (WhatsApp) documentation page.

New CRM webhooks

Smarter integrations, deeper insights

We're excited to announce two powerful new webhooks designed to enhance your CRM integrations and unlock deeper insights into your customer interactions.

What's new? ??

We've expanded our webhook framework with two valuable additions:

call.analytics.available: This webhook delivers key Speech Analytics data directly to your CRM, including:

• AI call summaries: Get a concise overview of every customer interaction.
• AI conversation scores: Track agent performance and identify areas for improvement.
• Direct link to call recordings: Easily access and review calls within Voiso.

message.send: Gain valuable context within your CRM for every agent message sent on digital channels, including WhatsApp, Telegram, Viber, Facebook Messenger, Instagram DM, and Web Chat.

These new webhooks join our existing suite of event-driven notifications, including call.answered, call.ended, message.received, and conversation.ended, providing you with a comprehensive view of your customer journey.

Who will benefit most? ,??

• Businesses seeking to enrich their CRM data with valuable insights from Voiso.
• Organizations looking to enhance productivity monitoring and agent performance analysis.
• Companies using smaller or niche CRMs that require customized integration capabilities.

Ready to unlock the power of these new webhooks?

Learn how to use webhooks on our documentation page.

New Fintech Topics for Speech Analytics

Mitigate risk with Topic Identifier

We're introducing specialized topics for our Speech Analytics suite designed specifically for the unique needs of Fintech companies. Now, you can monitor and analyze customer conversations with even greater precision and ensure compliance with industry regulations.

What's new? ??

We've added two crucial topics to our Topic Identifier feature:

• Risk Disclosure: Automatically identify instances where agents discuss investment risks with customers, ensuring compliance with disclosure requirements and mitigating potential legal issues.
• Profit Guarantee: Detect conversations where agents may be making inappropriate or unauthorized promises of profit, helping you maintain ethical sales practices and protect your clients.

These new topics provide valuable oversight and risk management capabilities for Fintech organizations dealing with sensitive financial products and services.

Who will benefit most? ,??

• All Fintech clients dealing with investment customers.
• Fintech clients held to fiduciary standards.
• Fintech clients who want to diminish regulatory risk and ensure compliance.

That’s a wrap for this month’s updates! ??

At Voiso , we’re committed to helping you deliver seamless, efficient, and personalized customer experiences. From chatbots to data collection and advanced reporting, we’re constantly innovating to empower your contact center operations.

?? Have questions or feedback? Drop us a comment or reach out—we’d love to hear from you!

?? Thank you for choosing Voiso to power your customer connections and follow us to learn more of how we are enabling contact centers to achieve more.