In a digital world dominated by instant messaging, social media, and automation, the phone call remains a key channel for connecting with customers in a direct and human way. That’s why OneMarketer introduces its new Voice Channel, a solution designed to bring real-time phone calls into your digital communication flows for support, sales, and customer service.

In this article, we’ll explore how this tool works, the benefits it offers, and why it’s a powerful addition to your conversational commerce and omnichannel customer service strategy.

What is the OneMarketer Voice Channel?

The Voice Channel is a solution that allows you to make, receive, monitor, and automate phone calls via an API integrated with the OneMarketer console. It’s built on Twilio’s global communications infrastructure, ensuring high availability, global coverage, and reliability.

With this technology, voice stops being an isolated channel and becomes an active part of the customer journey, offering traceability, efficiency, and a seamless experience.

What problems does it solve?

The Voice Channel is designed to enhance critical processes such as:

• Sales: following up on leads, faster and more personalized closings.
• Technical support: solving complex issues directly.
• Collections: proactive management of overdue accounts.
• Surveys and loyalty: automated calls for satisfaction surveys (NPS).

It allows you to centralize all interactions from a single console, combining automation and human interaction into one flow.

Key features of the Voice Channel

This service is built to meet high-level technical and operational needs. Key features include:

1. Interactive IVR

Create voice menus to route and segment calls automatically, without the need for human agents.

2. Call recording and transcription

Record all calls with automatic transcription options—ideal for quality control, training, or compliance.

3. Real-time call management

Agents can handle incoming and outgoing calls directly from the OneMarketer console, with access to metrics like duration, call quality, and response rate.

4. Scheduled and conference calls

Support for callbacks, scheduled meetings, and multi-party calls.

5. Scalability

Easily adaptable to any business size, from startups to enterprise-level operations, with global coverage and modular architecture.

How does it work?

The Voice Channel uses Twilio’s infrastructure to route calls. There are two main scenarios:

• Receiving calls: the customer calls, Twilio routes it to OneMarketer’s PBX, and the call appears in the agent’s console in real time.
• Making calls: the agent starts the call from the console, which is routed via Twilio and connects with the customer.

This enables centralized, real-time management without the need for external tools or multiple integrations.

Integration with OneMarketer’s ecosystem

The Voice Channel isn’t a standalone product—it’s fully integrated with the broader OneMarketer suite:

• Bot Manager: when a bot can’t resolve an issue, the case escalates to a phone call.
• Social CX: enables click-to-call from websites or social media.
• OneCommerce: ideal for post-sales follow-up, identity verification, and cart recovery.
• Research & Engage: send automated surveys or NPS calls to targeted segments.

Voice becomes a powerful extension of your conversational commerce flows.

Why add voice to your omnichannel service strategy?

Even with advanced automation, chatbots, and messaging, there are moments when human connection matters most: emergencies, high-value sales, complex problems, or customers with low digital literacy.

Adding voice to your business messaging platform boosts:

• Conversion: calls increase sales closing rates
• Efficiency: faster response and resolution times
• Loyalty: human contact builds stronger customer relationships
• Traceability: every interaction is recorded and measurable

Conclusion: voice is also digital

The OneMarketer Voice Channel is a necessary evolution for businesses that want to maintain personalized service without sacrificing efficiency. It’s not about replacing digital channels, but rather enhancing them with the best of human touch.

Add voice to your automated flows and discover how technology can humanize the customer experience, increase conversions, and strengthen your omnichannel strategy.

Ready to take the next step? Connect your business to the most direct conversation: voice.

Contact us here: https://www.onemarketer.net/contacto/