In today’s fast-paced world of customer service and sales, businesses are constantly looking for innovative solutions to streamline communication and maximize efficiency.
VoiceSpin’s AI-powered contact center software offers a robust platform that seamlessly integrates voice, SMS, social media, and email into a single hub, allowing businesses to engage with their customers across multiple channels effortlessly.
From AI auto dialers that optimize outbound calls to real-time call monitoring and advanced speech analytics, VoiceSpin empowers companies to improve customer interactions, boost agent productivity, and enhance overall operational performance.
Whether you’re a small call center or a large enterprise, VoiceSpin provides the tools you need to take your customer service to the next level.
Read further to learn more about VoiceSpin, in our review we will detail its features, pros and cons with our rating, and a conclusion about why you should use it.
Click on “open” if you want to see exactly what we will talk about in the rest of this article.
Overview
What is VoiceSpin?
VoiceSpin is an advanced AI-powered contact center software designed to optimize communication and boost efficiency in both inbound and outbound call management. Its AI-driven predictive dialer intelligently connects leads to the best-suited agents, improving sales efficiency by up to 300%.
Additionally, VoiceSpin offers omnichannel communication, integrating platforms like email, live chat, WhatsApp, and social media into one seamless system, providing a unified customer experience.
AI-powered features such as speech analytics, real-time agent assistance, and self-service chatbots enhance productivity by automating tasks, enabling personalized interactions, and providing actionable insights into customer behavior.
VoiceSpin supports over 50 CRM integrations, making it a versatile solution for businesses aiming to streamline operations, reduce costs, and enhance customer engagement.
VoiceSpin specifications
Features | AI auto dialer, AI speech analyzer / Analytics & Reporting / Business phone service / Call Recording / Call Routing / Campaign Management / Coaching features / International DID numbers / Omnichannel Support / Onboarding / Queue callback / Spam Checker / Text Messaging / Workflow Automation |
Best suited for | Small businesses, Mid size businesses, Large enterprises |
Website languages | English / Hebrew |
Website URL | Visit official website |
Support link | Support page |
Live chat | Yes |
Company address | 447 Broadway, 2nd Floor #1084 New York, NY 10013 |
Year founded | 2005 |
Pricing
VoiceSpin pricing: How much does VoiceSpin cost?
Pricing range | From $40 to $85 per month |
Pricing types | Annual subscription / Monthly subscription |
Free plan | No |
Free trial | No |
Money back guarantee | Yes, 30 days |
Pricing page link | See plans |
VoiceSpin pricing plans
VoiceSpin offers three main pricing plans to suit different business needs: Basic, Advanced, and Enterprise.
Basic Plan – $40 per user/month
This plan is ideal for small call centers and includes essential call center features:
- Business phone service
- International DID numbers
- Interactive Voice Response (IVR)
- Call recording
- Reporting and analytics
- Text messaging
- Basic CRM integrations
Advanced Plan – $85 per user/month
Designed for larger contact centers with more sales-focused needs, this plan includes everything from the Basic plan plus:
- AI auto dialer to enhance outbound calling efficiency
- Local caller ID to boost answer rates
- Inbound call queues and queue callbacks for better customer experience management
- Bulk SMS messaging for large-scale outreach
- Premium integrations with additional CRMs
Enterprise Plan – Custom Pricing
This plan is for large, complex call centers that require custom solutions. It includes everything from the Advanced plan along with:
- Advanced reporting and analytics for in-depth performance tracking
- Workflow automation to streamline operations
- Custom development and integrations tailored to the business’s specific needs
- API developer support for advanced customization
- White-glove support and custom onboarding for seamless implementation
These plans are designed to cater to different business sizes and operational needs, allowing companies to scale their contact center operations effectively.
Features
VoiceSpin features: What can you do with it?
The features section delves into the powerful tools VoiceSpin provides to enhance contact center performance. From AI-driven call routing to omnichannel messaging, these advanced features are designed to streamline communication, reduce wait times, and provide actionable insights through detailed analytics.
Each tool is crafted to help businesses automate tasks, deliver better customer service, and boost overall efficiency, making VoiceSpin a comprehensive solution for modern call centers.
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is an essential feature that ensures callers are directed to the most appropriate department or team without unnecessary wait times or transfers. This system uses predefined criteria to route calls based on factors such as the caller’s needs, the current load on agents, and available skills in each department.
By automatically sorting and forwarding calls to the correct team or agent, ACD reduces the amount of time customers spend navigating through a call center, improving customer satisfaction.
Additionally, it minimizes call abandonment rates by quickly connecting callers to human agents or self-service options, helping to maintain a smooth flow of communication. In a large-scale contact center, ACD also helps balance workloads across teams by ensuring that no single group becomes overwhelmed, leading to more efficient operations and shorter wait times.
This feature can be customized further by prioritizing high-value customers or urgent issues, ensuring that critical calls are handled with the highest priority. Integration with CRM systems enhances the efficiency of ACD by providing agents with caller history, enabling more personalized interactions from the moment the call is connected.
Skills-Based Routing
Skills-Based Routing (SBR) takes call distribution a step further by directing calls not just to available agents but to those best equipped to handle the specific issue at hand. This feature uses a detailed matrix that matches customer inquiries to agents based on their expertise, languages spoken, or even product knowledge.
As a result, customers are more likely to have their problems resolved quickly and effectively, without being bounced around between departments. This intelligent routing system reduces call resolution times and ensures that customers receive expert help from the first point of contact.
For example, a technical support call about software troubleshooting would be routed directly to a specialist, rather than a general support agent, improving First Call Resolution (FCR) rates and reducing the need for follow-up calls.
VoiceSpin’s SBR is especially beneficial in complex service environments where multiple skill sets are required, ensuring that each agent works within their strengths. Additionally, it helps in maintaining agent morale by assigning tasks that align with their expertise, reducing frustration and improving performance metrics across the board.
IVR Auto Attendant
The Interactive Voice Response (IVR) Auto Attendant in VoiceSpin is a valuable tool that enables customers to self-navigate through pre-recorded menus to find answers to common questions or reach the appropriate department.
By setting up custom voice prompts and menu options, businesses can guide callers through a streamlined process, reducing the load on human agents. This feature not only saves agents time but also enhances the customer experience by offering quick access to information without the need to wait for an available representative.
For example, customers might choose options like billing inquiries, technical support, or service upgrades, ensuring they reach the right department on the first try. IVR systems are particularly effective for handling routine queries, such as account balances or store hours, allowing human agents to focus on more complex issues.
IVR Auto Attendant can also be integrated with ACD and SBR for more sophisticated call handling, ensuring that customers who still need to speak to an agent are directed to the right person without unnecessary delays. Moreover, the IVR system at VoiceSpin can provide multilingual support, allowing customers to choose their preferred language, further personalizing their experience.
Queue Callbacks
Queue Callbacks are designed to improve customer satisfaction by giving callers the option to request a callback instead of waiting on hold for extended periods. This feature is particularly beneficial during peak hours when call volumes are high, allowing customers to retain their place in the queue without the frustration of being on hold.
Once an agent becomes available, the system automatically initiates the callback, ensuring that the customer’s issue is handled promptly without having to remain connected to the line. This leads to a significant reduction in call abandonment rates, as customers are more likely to wait for assistance if they know they will receive a callback.
Additionally, it improves the overall customer experience, as it demonstrates that the business values their time. From a cost perspective, Queue Callbacks help manage call center resources more efficiently by spreading out the workload during peak times and reducing the need for additional staffing.
By integrating this feature with CRM systems, VoiceSpin’s agents can also access relevant customer information before making the callback, further enhancing the interaction.
International DIDs
International Direct Inward Dialing (DIDs) allows businesses to expand their global reach by providing local phone numbers in over 160 countries. This feature enables companies to establish a local presence in international markets without physically operating there, allowing customers to contact them without incurring long-distance fees.
International DIDs are especially beneficial for businesses that want to enter new markets or provide customer support across multiple regions, as it makes them more accessible and improves trust among customers.
For example, a customer in Germany can dial a local number to reach a company based in the United States, creating a seamless customer experience. The use of local numbers also improves the answer rate for outbound calls, as customers are more likely to respond to calls from familiar area codes rather than unknown international numbers.
International DIDs can be integrated with other VoiceSpin features like ACD, IVR, and CRM systems, ensuring that businesses provide consistent service across all markets while maintaining centralized control of their communication infrastructure.
Call Monitoring
Real-time Call Monitoring is a critical feature for supervisors and managers to oversee live interactions between agents and customers, allowing them to provide immediate feedback and coaching when necessary.
This VoiceSpin feature enables supervisors to listen in on calls as they happen, ensuring that agents are adhering to company protocols, maintaining high service standards, and handling customer inquiries effectively. Call Monitoring can also be used to identify training opportunities by highlighting areas where agents may need additional support or knowledge.
In addition, it helps managers spot potential issues such as non-compliance or poor customer service before they escalate, enabling timely intervention. For new hires, Call Monitoring is an invaluable tool for onboarding, as supervisors can use whisper coaching to guide agents through challenging calls without the customer being aware.
This hands-on training method accelerates the learning curve and ensures that agents can handle live calls with confidence. Call Monitoring can also be used in conjunction with call recording and reporting features to build comprehensive agent performance reviews, ensuring continuous improvement across the team.
Call Recording
Call Recording is a vital VoiceSpin feature that allows businesses to capture every inbound and outbound call, ensuring that no interaction is missed. These recordings are stored securely, either on the cloud or integrated directly into a CRM system, making them easily accessible for future reference.
Call recordings play a critical role in Quality Assurance (QA) processes by allowing managers to review how agents handle customer inquiries, ensuring compliance with internal policies and regulatory requirements.
These recordings also serve as valuable tools for agent performance monitoring, enabling supervisors to identify areas where agents excel or need improvement. Additionally, call recordings are essential for training purposes, providing new hires with real-life examples of both successful and challenging calls.
VoiceSpin’s Agents can learn from these examples to better handle customer interactions in the future. For businesses operating in highly regulated industries, call recordings also serve as a safeguard, offering proof of compliance in the event of disputes or audits.
Call Reporting
Call Reporting provides a comprehensive overview of contact center performance by generating both real-time and historical reports. These reports offer detailed insights into critical metrics such as Average Handle Time (AHT), First Call Resolution (FCR), call abandonment rates, and agent performance.
By tracking Key Performance Indicators (KPIs), managers can pinpoint bottlenecks or inefficiencies and make data-driven decisions to enhance operations. Customizable reporting options allow businesses to focus on the metrics most relevant to their goals, whether it’s improving customer satisfaction, optimizing agent productivity, or boosting sales conversions.
VoiceSpin’s call reporting feature also supports trend analysis, helping businesses identify patterns in customer inquiries or agent behavior over time.
With the ability to generate reports on-demand or schedule them at regular intervals, this feature ensures that decision-makers always have access to the data they need to make informed changes, improving both short-term performance and long-term strategy.
Speech Analytics
Speech Analytics is an AI-driven tool that automatically analyzes voice interactions to assess call quality, compliance, and customer sentiment. This feature enables businesses to monitor 100% of calls, which would be impossible to achieve manually, ensuring consistent quality across all interactions.
By using Natural Language Processing (NLP), Speech Analytics identifies specific keywords or phrases that may indicate compliance risks, customer dissatisfaction, or opportunities for upselling. It also provides real-time alerts, allowing managers to intervene during calls if necessary, preventing potential issues from escalating.
Furthermore, Speech Analytics tracks customer sentiment throughout the call, offering insights into how customers perceive the service they receive.
By identifying trends in agent performance and customer feedback, businesses can implement targeted training programs to address weaknesses and leverage strengths. This feature not only enhances QA but also ensures that regulatory requirements are met, reducing the risk of fines or legal action.
Speech Transcription
VoiceSpin’s Speech Transcription is a powerful tool that converts spoken conversations into written text, providing a complete and searchable record of each interaction. This feature enhances call center management by enabling quick access to specific parts of a conversation without having to listen to the entire call.
Managers can search for keywords, review customer queries, or assess how agents handled particular issues. Speech transcription is especially useful for coaching and training purposes, as it highlights specific moments in calls that can serve as learning opportunities for agents.
Additionally, transcription data can be analyzed to uncover recurring issues, identify common customer pain points, and improve overall service delivery.
By transforming voice data into actionable insights, speech transcription helps businesses understand both customer and agent behavior in greater detail. It also supports multilingual transcription, making it easier to manage global contact centers with diverse customer bases.
Click-to-Call
Click-to-Call is a feature designed to streamline outbound communication by allowing agents to initiate calls with a single click, directly from their CRM system or any website.
This eliminates the need for manual dialing, significantly reducing the time agents spend transitioning between tasks. With Click-to-Call, agents can instantly connect with customers or prospects, improving overall productivity and minimizing dialing errors.
This VoiceSpin feature integrates seamlessly with CRM systems, automatically logging call details and ensuring that all interactions are recorded for future reference. Click-to-Call also enhances customer experience by enabling faster response times and reducing wait periods.
In sales environments, this feature is particularly valuable, as it allows sales teams to contact leads more efficiently, increasing the chances of closing deals. Additionally, the feature can be used in conjunction with call routing and skills-based routing to ensure that agents are reaching the right contacts at the right time.
AI Auto Dialer
The AI Auto Dialer feature at VoiceSpin is an advanced feature that automates the process of dialing outbound calls, enabling agents to focus on customer interactions rather than manual dialing.
By using machine learning algorithms, the AI Auto Dialer optimizes call timing and lead selection, ensuring that agents are connected to the most promising leads at the most opportune moments. This feature significantly increases the volume of calls agents can handle, making it particularly useful in sales environments where volume is key.
The AI Auto Dialer also minimizes idle time between calls by predicting agent availability and adjusting dialing speeds in real time. Additionally, the system uses intelligent lead-agent matching, ensuring that leads are directed to the agent best suited to handle their needs.
This personalized approach improves conversion rates and enhances the overall efficiency of outbound campaigns. By automating much of the repetitive work involved in outbound calling, the AI Auto Dialer allows teams to operate more productively while delivering a higher level of service.
Local Caller ID
The Local Caller ID feature significantly improves the success rate of outbound calling campaigns by displaying a local phone number to the recipient. When a call appears to be from a recognizable local area code, customers are more likely to answer, as opposed to calls from unknown or foreign numbers that may be perceived as spam or irrelevant.
This increases the answer rates for cold calls, making it easier for sales teams to connect with potential clients. The Local Caller ID feature at VoiceSpin can be configured for various regions, enabling businesses to maintain a global presence while ensuring that each prospect feels that the call is coming from a familiar source.
Furthermore, this feature enhances brand credibility, as customers are more likely to trust local numbers over unfamiliar, international ones. By integrating with CRM systems, the Local Caller ID feature also allows agents to track regional campaigns and adjust their strategies based on the response rates in different areas, optimizing the effectiveness of outbound efforts.
Text Messaging
Text Messaging is a powerful tool for scaling business outreach and driving customer engagement through targeted SMS campaigns. This feature allows businesses to send personalized, bulk SMS messages to a large audience, ensuring that marketing efforts reach customers directly on their mobile devices.
Text messaging campaigns can be scheduled for optimal delivery times and customized to fit the specific needs of different audience segments. Businesses can also use SMS for transactional messaging, reminders, promotions, or customer support follow-ups, enhancing customer experience and engagement.
The direct nature of text messaging, coupled with its high open rates, makes it an ideal channel for urgent communications or time-sensitive offers. By integrating with CRM systems, businesses can automate and track SMS campaigns, measuring their effectiveness through real-time analytics, such as delivery rates and response metrics, which help refine future outreach efforts.
Spam Detector
The Spam Detector feature is critical for maintaining the integrity and effectiveness of outbound calling campaigns by preventing calls from being flagged as spam by telecom carriers or recipients.
As more phone numbers are marked as spam due to unsolicited calls, businesses risk damaging their reputation and reducing their outreach effectiveness. The Spam Detector automatically monitors outbound calls and detects when phone numbers are at risk of being flagged.
By providing real-time alerts, it allows businesses to take corrective actions, such as rotating numbers or adjusting call strategies, before any significant damage occurs. This proactive approach helps maintain call answer rates and ensures that the business’s phone numbers are seen as legitimate by both customers and telecom providers.
The Spam Detector also plays a crucial role in ensuring compliance with local regulations regarding telemarketing and outreach, reducing the risk of fines or penalties due to spam-related complaints.
Cloud-based
Being a cloud-based solution, VoiceSpin enables businesses to set up their contact centers quickly and operate them from anywhere in the world. This flexibility allows for remote work, ensuring that team members can log in and manage customer interactions without being tethered to a physical location.
The cloud infrastructure reduces the need for costly on-premise hardware, lowering setup and maintenance expenses. Moreover, cloud-based solutions offer scalability, allowing businesses to add or remove agents as needed based on demand.
Updates and upgrades are handled automatically in the cloud, ensuring that the software remains up-to-date without downtime or manual interventions. Additionally, cloud-based contact centers enhance data security by storing sensitive information in highly secured, redundant data centers, providing robust protection against data breaches or system failures.
With cloud solutions, businesses can also integrate various digital communication channels, creating an omnichannel experience for customers while ensuring that agents can work from any device with internet access.
CRM Integrations
CRM Integrations are essential for ensuring that all customer data is synchronized across the business’s various platforms and tools.
By integrating the contact center software with CRM systems like Salesforce, HubSpot, or Zoho, businesses can provide their agents with comprehensive customer profiles, including past interactions, purchase history, and communication preferences.
This holistic view enables agents to offer more personalized and informed support, improving customer satisfaction and increasing the likelihood of sales conversions. CRM integrations also automate data logging, ensuring that every call, message, or interaction is recorded in the CRM without requiring manual input from agents.
This not only reduces the administrative burden but also ensures that data is accurate and up-to-date across all platforms.
Additionally, these integrations enhance reporting and analytics capabilities, providing managers with deeper insights into performance metrics, customer behaviors, and trends, which can be used to refine outreach strategies and improve overall business operations.
Reachability Scan
Reachability Scan automates the process of verifying whether phone numbers are active and available before agents attempt to make outbound calls. This feature saves valuable time by identifying disconnected or inactive numbers, freeing agents from wasting effort on unproductive calls.
By filtering out unreachable numbers, Reachability Scan optimizes call lists, allowing agents to focus their time on leads that are more likely to result in successful conversations. This automation improves agent productivity and reduces frustration associated with failed connections.
In addition, Reachability Scan can be used to prioritize calls to numbers with higher reachability, ensuring that campaigns are more targeted and effective.
When combined with other features like the AI Auto Dialer, this functionality enables sales teams to operate at peak efficiency, streamlining the outbound calling process and increasing the chances of successful engagements.
Conclusion
VoiceSpin review: Why you should use it?
VoiceSpin offers an AI-powered contact center platform that allows businesses to manage customer interactions across multiple channels, such as voice, email, SMS, and social media. It stands out due to its advanced AI features, including an AI auto dialer, predictive dialing, and speech analytics, which enhance both the efficiency and quality of customer service.
The platform is ideal for businesses looking to automate routine tasks, improve response times, and offer a personalized experience to their clients. By integrating seamlessly with CRM systems, it helps businesses maintain comprehensive customer records and ensures smooth operations with real-time monitoring, reporting, and analytics.
Pros:
- Powerful AI capabilities for predictive dialing and call routing.
- Seamless integration with multiple communication channels and CRM platforms.
- Automation of repetitive tasks like dialing and call logging, boosting productivity.
- Advanced reporting and analytics for detailed performance insights.
- International DID numbers for local presence in over 160 countries.
- User-friendly interface, making it easy to set up and operate.
Cons:
- Lack of upfront pricing transparency, requiring potential users to contact sales for quotes.
- Initial learning curve for new users, especially with some advanced features.
- No dedicated mobile app, which may limit remote management for some businesses.
Overall, while VoiceSpin has a few limitations, its advanced AI tools and robust multi-channel support make it a strong choice for businesses focused on improving customer engagement and operational efficiency.
FAQ