previous icon Back to blog
Oct 03, 2022
4 minutes read

5 Questions About Voice in Mobile Service Cloud

Thinking of customer service, the first image that comes to mind is people with headsets in a call center. Those days are gone – with all messaging channels playing a vital role in our daily lives, the call center has evolved into a contact center. We expect to communicate with companies as we do with friends and family. Sometimes a quick chat will do, while another time you prefer a phone conversation. At we understand this. That’s why we’ve added Voice as a channel to Mobile Service Cloud: connecting customers and companies via phone, and any messaging channel. In this article, you’ll find out more about Voice in Mobile Service Cloud.

1.    Is it easy to call via Mobile Service Cloud?

Yes! It’s a new channel, but we made sure it is just as easy as any other channel in Mobile Service Cloud. To get you started, we’ll create a new phone number or port your existing numbers and route the traffic to your Mobile Service Cloud destination.

Next to this simple setup, voice as a channel is easy-to-use because you’ll get the same experience as any other channel. This means that agents can start using it right away and do not need extra time to learn a new channel. Every channel works the same in Mobile Service Cloud. This is called a channel-agnostic approach. The benefit? Agents can work more efficiently, and customers get a consistent customer service experience on any channel. It’s easy for everyone, regardless of channel.

2.    Do I need to install plugins, softphones, or external downloads?

No! Skip the hassle of integrating plugins, installing softphones, or downloading external tools. Adding telephony to your contact center software is as easy as it gets with Mobile Service Cloud. Calling is vertically integrated. This means it’s entirely part of the software. You can start calling right from your browser - no other systems or software is needed. Ensure your customers and agents can get in touch with each other via phone.

Basically, you can start calling straight away. Everything you need is arranged and delivered by You don’t need to bring in other vendors to add telephony, no other parties for SIP trunking, PBX, IVR, or anything else. We got you completely covered with end-to-end control.

Skip the hassle of integrating plugins, installing softphones, or downloading external tools. Adding telephony to your contact center software is as easy as it gets with Mobile Service Cloud.

3.    Will customers directly speak to the right department or person?

Yes! What’s more frustrating than repeating your question over and over again, or getting connected to the wrong department? With our easy-to-use Voice FlowBuilder, you can tackle this problem and connect people directly to the right person. The simple drag-and-drop overview helps you to build your IVR flow, and it will work right from the moment you start building.

And when there are many phone calls? Then you can deflect calls with IVR for example to WhatsApp or SMS very easily. So your customer can choose to continue the conversation on a different channel, instead of waiting on the phone.

4.    Can I see how it works?

Of course, you can! Check out the video below to learn more about Voice in Mobile Service Cloud.

Rutger will show you in 4 minutes how you can start calling. See what it looks like in Mobile Service Cloud.

5.    What are the benefits of voice in Mobile Service Cloud?

Good question! To sum it all up, these are the benefits:

  1. Full call control in your browser
  2. No need for plugins, softphone, or other software
  3. Works the same as any other channel
  4. Vertically integrated and end-to-end control at
  5. Single contact for contract, onboarding, and other communication

Overall, adding Voice as a channel is so easy that you can start calling with your customers today! 

Want to learn more about Voice? Get in touch and give us a call!

Do you want to add telephony to your contact center? Or is your customer service team still on downloaded plugins to make calls? Voice in Mobile Service Cloud can help you out. Bring all channels together in one software solution for customer service. Want to learn more about voice? Please give us a call! We are more than happy to help you bring your contact center into today's world.

Bring all channels together in one software solution for customer service with Mobile Service Cloud

Was this article interesting?
Share it!
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest Articles

Oct 16, 2023 • Conversational AI

Voicebots: The Emerging Force for Customer Service

Voicebots are growing in popularity and are arguably one of the biggest Customer Experience trends of the moment. But what exactly are voicebots? And how can they help your business? Discover our Conversational IVR Solution and read all about voicebots in this blog.

Aug 22, 2023 • Mobile Service Cloud

Measurable Success: 8 Customer Service KPIs That Matter To Your Business

Great customer service results in a positive customer experience. The impression your customers have, affects how they see you as a brand. Ultimately, this impacts business performance and revenue. No wonder you want to improve your customer service. To make an impact on your business, you need to generate data and insights from your customers and your customer service team. What are the actual customer needs and preferences? And how is the team currently performing?

Jun 30, 2023 •

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions might arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organization. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jun 26, 2023 • Mobile Service Cloud

Service Enquiries From WhatsApp Business Made Simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? And how can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with's Mobile Service Cloud.

Generative AI chatGPT blog about new updates
Jun 22, 2023 • Conversational AI's Next Steps into Generative AI: Upcoming Releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is witnessing a boom, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what’s going to propel their businesses.

May 05, 2023 • Mobile Service Cloud

What are the most effective customer service channels?

Do you recognize the feeling? Imagine you want to change your address, send a message, and await a reply. And you wait. And wait some more. Do you feel annoyed? Or will you try to get the job done via another channel? Now, back to your business. How easily can your customers reach you via their preferred channel?

Jan 09, 2023 • WhatsApp

How to Use WhatsApp for Tracking and Order Updates

Even the most easy-going among us can get a bit nervous if we don't know what's going on with our order. We've all been there, combing through our emails from the past month searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

Live 5 ways to optimize customer service in leisure
Oct 31, 2022 • Live

5 Ways to Optimize Customer Service in the Leisure Industry

The leisure industry is undergoing a tremendous shift in how service providers – be it sports stadiums, venues, or events organizers - communicate with their visitors, especially regarding customer service and guest interaction.

Oct 25, 2022 • Conversational Commerce

Personalization in eCommerce: there's more than 'Hi John'

Every eCommerce player knows personalization is important. It’s how you build customer trust and comfort, make your messaging meaningful, and keep web shoppers coming back. But fewer realize how deep and broad real personalization goes.

Is this region a better fit for you?
close icon