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Voice (Softphone)

ChannelX treats voice as a first-class channel. Through Localcom's Nexus UC platform, phone calls flow into the same shared inbox your team already uses for WhatsApp, email, social, and chat — so an agent can move between a chat conversation and a live call without switching tools.

How voice works as a channel

Each inbound or outbound call surfaces in ChannelX as a conversation, just like a message thread. That means a call carries the same context as any other channel:

  • It is tied to a contact, so an agent sees the caller's history across every channel in one place.
  • It can be assigned, labelled, and resolved using the same routing and workflow rules as text conversations.
  • It appears in your unified inbox alongside other channels, so agents work calls without leaving ChannelX.

Inbound and outbound calls

  • Inbound — When a customer calls, Nexus UC routes the call to an available agent and opens (or links it to) a conversation in ChannelX. The agent answers using the in-browser softphone.
  • Outbound — Agents can place calls to a contact directly from the conversation, keeping the call recorded against that contact's history.

Transcription and AI analysis

Because each call is a conversation, it can be enriched the same way other channels are. Calls can be transcribed, and the transcript can be analysed by Localcom AI to support your team — for example by summarizing what was discussed, capturing follow-up actions, or surfacing sentiment. This keeps a searchable record of voice interactions next to your written ones, so nothing important is lost when a conversation happens over the phone.

Working calls alongside other channels

For an agent, a call is just another item in the inbox. The same conversation view, contact panel, notes, labels, and reporting apply, which keeps the experience consistent no matter how a customer reaches you. Supervisors get a single picture of workload and performance across voice and digital channels together.

Note

The exact softphone and Nexus UC configuration steps — provisioning numbers, routing rules, agent device setup, and which AI features are enabled — depend on your specific deployment. Confirm the precise setup with your Localcom team before rolling voice out to agents.