Signals Omni
Connect voice to every system that needs it.
Keep your PBX, softphone, omnichannel platform, CRM, business-intelligence tools and internal systems. Signals Omni sends completed-call events to your systems, exposes call records through an API and provides authorised access to recordings.
Call-completed webhooks · Call Data API · Authorised recording access
Signals Omni — voice integration
Diagram
Sources
Signals Omni
Exposed primitives
Destinations
Signals supplies the event, record and recording · your systems supply the analysis
The invisible channel
Voice is still trapped inside the system that handled the call.
The CRM sees customer records. The omnichannel platform sees messages. Business-intelligence tools see operational data. Completed calls and their recordings often remain inside the PBX, softphone or contact-centre platform that handled the conversation.
The rest of the business may know that a call happened without receiving the event, retrieving the call record or accessing the recording in the systems it already uses every day.
Signals Omni closes that gap by making each completed call available as an event, a call record and an authorised recording.
Before Omni
- The completed call stays inside the system that handled it.
- Other systems are updated by hand, if at all.
- Recordings are retrieved from the phone system on request.
- Call activity is missing from enterprise reporting.
With Omni
- A completed call raises an event your systems receive.
- Call records are retrieved through the Signals API.
- Authorised systems access the recording directly.
- Voice sits alongside the channels your business already tracks.
Omnichannel architecture
Omnichannel is an outcome, not a vendor.
Buying an omnichannel platform does not automatically make a business omnichannel. Omnichannel is an outcome of an architecture in which every interaction reaches the systems that need it.
No single vendor needs to be best at customer engagement, CRM, telephony, business intelligence, quality assurance, compliance and every internal workflow. The enterprise should use the best system for each job.
Signals Omni connects voice to all of them. Read why omnichannel is an architecture →
Signals Omni — voice integration
Diagram
Sources
Signals Omni
Exposed primitives
Destinations
Signals supplies the event, record and recording · your systems supply the analysis
What Omni provides
One completed call. Three usable building blocks.
call_completed webhook
Notify authorised systems when a connected call completes.
Call Data API
Retrieve the call information through the Signals API.
Authorised recording access
Retrieve or download the recording for authorised business workflows.
Signals Omni does not transcribe, score or interpret calls. The customer’s own systems decide what to do with the call data and the recording.
Connect every system
Use the best system for every job.
Omnichannel platform
Include voice in the customer interaction view alongside the other channels it already handles.
CRM or sales platform
Update agent and customer activity once the call has completed.
BI or data warehouse
Include call activity in enterprise analysis and reporting.
QA and compliance
Retrieve authorised recordings for review under your own controls.
Internal applications
Trigger the next workflow after call completion.
Signals supplies the source event, the call record and the recording. Those systems supply the analytics, dashboards and decisions.
Keep your stack
Keep your PBX, softphone, platforms and phone numbers.
Signals Omni does not require a replacement suite. Your voice environment, your platforms and the phone numbers your customers already recognise can stay where they are.
The enterprise integration review confirms how Signals fits the existing call path and how the completed-call event, call record and recording are exposed to your systems.
Customer systems own
- Customer engagement.
- The customer record.
- Dashboards and analytics.
- Business logic and workflows.
- Decisions taken after the call.
Signals Omni provides
- The completed-call event.
- The call record.
- Authorised recording access.
- The voice integration layer.
Product boundary
Signals Omni connects voice. It does not replace the systems that use it.
- Signals Omni is not an omnichannel platform.
- It is not a CRM.
- It is not a business-intelligence product.
- It is not a contact-centre platform.
- It is not a transcription service.
- It is not an AI conversation-analysis product.
Omni exists so that the systems already performing those jobs can use the voice interaction. It carries the event, the record and the authorised recording, and leaves interpretation to the enterprise.
How it works
From completed call to connected enterprise systems.
- 01Review the current PBX, softphone or contact-centre environment and destination systems.
- 02Confirm how the connected calls and recordings are available to Signals.
- 03Map the completed-call event, call record and recording to the customer’s systems.
- 04Configure the call_completed webhook.
- 05Integrate the Call Data API and authorised recording access.
- 06Test with controlled calls.
- 07Activate the production integration.
Omni is scoped and delivered through an enterprise integration review with the Signals team.
How Omni fits Signals
Omni sits across the Signals voice infrastructure.
Programmable Voice
Creates and controls calls from software.
SIP Access
Carries existing voice systems through managed SIP trunking.
Automations
Turns business events into completed call workflows.
Omni
Makes completed calls available to enterprise systems.
Signals architecture
Programmable Voice · SIP Access · Automations create and carry the call
Connected call completes
Signals Omni exposes the event, record and recording
CRM · Omnichannel · BI · QA · Compliance · Internal systems
Next step
Connect the invisible channel.
Bring your current voice environment and the systems that need its data. We will map how Signals Omni can deliver completed-call events, call records and authorised recording access across your stack.