For Omnichannel, Data and Business Intelligence Teams
Complete your omnichannel architecture with voice.
Keep your omnichannel platform, CRM, BI tools and internal systems. Signals Omni connects completed calls and recordings to all of them.
Your systems stay. Voice stops being a silo.
Signals Omni — voice integration
Diagram
Sources
Signals Omni
Exposed primitives
Destinations
Signals supplies the event, record and recording · your systems supply the analysis
The gap
Buying an omnichannel platform is not the same as achieving omnichannel.
Omnichannel is an outcome of an architecture in which every interaction reaches the systems that need it. A platform purchase does not create that outcome on its own.
Messaging channels are usually connected first. Voice frequently remains inside the PBX, softphone or contact-centre platform that handled the conversation, so the completed call never reaches the CRM, the data warehouse or the internal workflow that depends on it.
Platform bought
- Messages are visible in one interface.
- Voice remains in the phone system.
- Call records are exported by hand.
- Recordings are requested from a vendor interface.
Architecture completed
- A completed call raises an event your systems receive.
- Call records are retrieved through an API.
- Authorised systems access recordings directly.
- Voice appears in the same analysis as every other channel.
Best of breed
No single vendor has to be great at everything.
No single vendor needs to be best at customer engagement, CRM, telephony, business intelligence, quality assurance, compliance and every internal workflow. Enterprises get better results by choosing the strongest system for each job and connecting them properly.
Signals Omni takes the connective role for voice. It exposes the completed-call event, the call record and authorised recording access so the systems you already trust can do what they do best.
Diagnostic
Where does your call data go after the conversation ends?
- When a call completes, does an event reach your systems automatically?
- Can your business-intelligence team include call activity without exporting spreadsheets?
- Can your CRM or internal applications reach the recording when a workflow requires it?
- Can the call data be used outside the PBX vendor’s own interface?
- Is the call linked consistently to the agent, customer or business record where your architecture supplies that link?
Where the answer is no, the call is still a silo. Signals Omni supplies the event, the record and the authorised recording so those answers can become yes within your own architecture.
Destinations
Connect the voice interaction across the enterprise.
Omnichannel platform
Include voice in the customer interaction view alongside the channels you already handle.
CRM
Update agent and customer activity once the call has completed.
BI or data warehouse
Include call activity in enterprise reporting and analysis.
QA and compliance
Retrieve authorised recordings for review under your own controls.
Sales operations
Follow up on completed conversations inside the tools your teams already use.
Internal systems
Trigger the next workflow after call completion.
Keep your stack
Keep the voice systems and numbers you already use.
Your PBX, softphone, contact-centre platform and existing phone numbers can stay in place. Signals Omni does not require a replacement suite.
Signals does not claim universal plug-and-play compatibility. The enterprise integration review confirms how Signals fits your current architecture and call path, and how the completed call and recording are exposed to your systems.
Boundary
Signals Omni supplies the voice primitives. Your systems supply the intelligence.
Signals Omni provides
- The call_completed event.
- The call record through the Call Data API.
- Authorised recording access.
- The voice integration layer.
Signals does not provide
- Transcription of the conversation.
- AI analysis, scoring or sentiment.
- Dashboards or business intelligence.
- Decisions about what the call means.
Implementation
A managed integration, run with your teams.
- 01Enterprise integration review of your current voice environment, numbering and destination systems.
- 02Confirm how connected calls and recordings are available to Signals.
- 03Map the completed-call event, call record and recording to your systems.
- 04Configure the call_completed webhook.
- 05Integrate the Call Data API and authorised recording access.
- 06Test with controlled calls.
- 07Activate the production integration.
Related
Continue reading.
Signals Omni
The enterprise voice integration layer for completed-call events, call records and recordings.
Explore →Omni developer overview
The technical sequence from a completed call to an updated enterprise system.
Explore →Omnichannel is an architecture
Why buying one platform does not connect every customer interaction.
Explore →Next step
Complete the architecture with voice.
Bring your omnichannel platform, CRM, BI tools and internal systems, along with your current voice environment. We will map how Signals Omni delivers completed-call events, call records and authorised recording access across them.