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CALLS & VOICE · UCaaS
Your business voice. Everything behind it.
Bring your business number, people and customer context together. Handle calls in the browser, guide callers through IVR, and connect every conversation to follow-up, recordings and reporting.
UCaaS
Voice workspace
Team online
Inbound business call
N
Noura Abdullah
Service appointment
03:24
READY WHEN YOU ANSWER
Customer
Noura Abdullah
Previous request
Installation visit
Call owner
Customer care
“Got it. Let’s confirm the time that suits you.”
Business number → IVR → Team → Follow-up
A number customers recognise. A team that can answer.
Connect your Saudi business number to your cloud phone setup. Assign users and extensions, and plan calling capacity around your busiest periods.
Users and concurrent calls are different.
User subscriptions give your team access. Concurrent call capacity determines how many calls your setup can handle at once.
011
Local business numbers
A local presence for your business.
9200
Unified business numbers
One recognised point of contact.
800
Toll-free business numbers
An accessible number for inbound enquiries.
Number eligibility, activation and existing-number connectivity are confirmed before setup.
01 / WELCOME & ROUTING
Make the first few seconds count.
Welcome callers with your business voice, offer clear options and direct the call to the relevant team. Agree what should happen when a team is unavailable.
YOUR BUSINESS NUMBER
“Welcome. How can we help?”
DURING BUSINESS HOURS
The assigned team receives the call.
WHEN THE TEAM IS UNAVAILABLE
Use the agreed alternative destination or message.
Prompts that fit your business
Prepare the greeting and menu wording around the questions callers actually ask.
Extensions and forwarding
Define the people and destinations responsible for each call route.
Hours, holidays and overflow
Review time rules and fallback routing with the team configuring your phone service.
IVR and routing options depend on the configured phone service.
02 / THE AGENT’S WORKSPACE
Stay with the caller. Keep control of the call.
Make and receive calls through the UCaaS webphone. Use the call controls and internal extensions while keeping the customer’s details close at hand.
UCaaS WEBPHONE
Customer care · Extension 104
+966 5X XXX XXXX
Call a contact or enter a number
Start an outbound call from the dialer, and receive inbound calls in the webphone.
Manage the conversation
Mute, place a call on hold, use DTMF and transfer it to the right colleague.
Reach your teammates internally
Find a user or extension for an internal call and coordinate before the next customer follow-up.
Keep work within reach
Use the browser workspace and explore calling on the UCaaS mobile app according to your enabled service.
03 / THE WORK AFTER THE CALL
Turn the conversation into a handover your team can use.
The contact record, conversation history and service ticket give the next person a starting point. Record the agreement, name the owner and keep the follow-up connected.
Customer context
Return to the contact and earlier exchanges before the next call.
Service requests
Create or update the relevant ticket, its priority and its assigned owner.
Details your team needs
Use internal notes, conversation labels and enabled custom fields to organise follow-up.
CALL FOLLOW-UP
Ready for the next step
Installation time confirmed
Customer request
Move the visit to the afternoon
Next owner
Operations team
“The customer confirmed the time. Please coordinate the visit and send the details.”
04 / CONTACT CENTRE OPERATIONS
See the pressure. Organise the response.
Bring call routing, team responsibility and supervisor follow-up into a connected service experience.
UCaaS
Supervisor wallboard
Waiting calls
4
Available agents
6
Average wait
00:28
Sales
2 waiting
Customer care
1 waiting
Appointments
1 waiting
Queue · Department · Campaign
Multiple queues and clear ownership
Assign incoming calls to the responsible team through queue routing.
A destination when conditions change
Route by time, skill, availability and queue load; forward to an extension, mobile or another queue.
A view for the supervisor
Follow active agents, waiting calls, missed calls and service-level signals, with queue and department filters.
Route calls around the team’s working schedule.
05 / LIVE COACHING
Support the agent at the moment it matters.
Support call handling with clear supervisor access and team coordination.
01
Monitor
Follow the call to understand how the interaction is progressing.
Supervisor listens
02
Whisper
Coach the employee during the call through the configured whisper mode.
“Confirm the visit details first.”
03
Barge-in
Join the conversation when the situation needs a supervisor’s involvement.
“I’m with you. Let’s resolve this.”
Mode behaviour and supervision audit records are confirmed as part of the service setup.
06 / OUTBOUND VOICE CAMPAIGNS
Plan who to call, when to call and what comes next.
Schedule outbound voice campaigns, deliver your message and review campaign results.
CAMPAIGN PLAN
Confirm upcoming appointments
Audience
Selected contact list · CSV
Schedule
Agreed contact window
Message
Recorded audio or text to speech
Retry policy
Busy · No answer · Failed
Connect to a team
Route answered campaign calls to the configured queue or team.
Deliver an announcement
Play the prepared announcement to the selected audience.
Offer an IVR choice
Use supported keypad choices in the agreed campaign flow.
Collect a response
Review supported survey modes and their response reports during setup.
Campaign modes depend on your phone-system setup and customer contact permissions.
07 / RECORDING & SERVICE QUALITY
Review the moment behind the outcome.
Find the relevant call record and play its available recording. Use specific moments to clarify an agreement or improve the next conversation with your team.
Call recording
00:42 / 04:10
A MOMENT TO REVIEW
“Let’s confirm the visit date before we finish.”
Review focus: was the next step clear?
The original conversation
Use available recordings for review and coaching, according to access and retention settings.
Voicemail, easier to revisit
Keep missed-call follow-up connected to customer records and the next responsible teammate.
Feedback after the interaction
Advanced CSAT and agent scoring connect feedback and analysis to service review; activation and scoring rules are agreed separately.
08 / CALL REPORTING
From call volume to the detail you need.
Review inbound, outbound, unanswered and total calls. Filter the call log, search for a record and export the information your team needs to follow up.
Call log
Search · Filter · Export
What needs a return call?
Use call status and customer details to identify the follow-up to review.
When is the team busiest?
Read call volumes and durations over the selected period before changing staffing.
How do we review call activity?
Review call activity and service reports to guide follow-up.
09 / VOICE INTELLIGENCE
Listen. Understand. Move the conversation forward.
Connect caller enquiries with clear business information and a handover to the responsible team.
CALLER
“Can I reschedule my service visit?”
A voice shaped around your business
Knowledge · Instructions · Supported actions
ASSISTANT
“Of course. Let me confirm the details with you.”
Need a teammate?
A defined path to the responsible team.
Speech in and speech out
Prepare clear greetings and IVR prompts for Arabic and English callers.
Assistance and automation
Use enabled agent guidance, multi-turn voice flows and handover to staff or a configured workflow.
Insights after the conversation
Review call history and recordings alongside customer context.
Voice-AI models, languages, integrations and usage costs follow the activated service.
10 / CONNECTED OPERATIONS
Let the agreed next step reach the right place.
Connect call follow-up with customer records, service requests and your business systems.
01
Follow-up & appointments
Keep the owner, ticket and agreed appointment visible. Review calendar and reminder integrations during setup.
02
Workflow & service levels
Organise assignment, notifications and service follow-up around clear response targets.
03
API & webhooks
Agree the events and data to exchange with your CRM or business systems, with clear access permissions and audit records.
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Telephone calls and WhatsApp, connected to one customer.
Bring phone calls and WhatsApp messages into UCaaS. WhatsApp Business Calling is a separate channel with its own eligibility and activation requirements.
READY FOR YOUR TEAM
Build a phone setup around your actual operation.
Start with your number, people and call flow. Then agree the advanced tools, capacity and integrations your team needs.
Number & capacity
Current or new number, concurrent calls and expected peak demand.
Teams & permissions
Users, extensions, supervisors and who can access recordings and reports.
Cost & retention
User subscriptions, activation, minutes or prepaid balance, recording space and optional services.
Confirm advanced capabilities before activation.
Organise your calling services, team access and usage around your business needs. Review the service costs in your account before payment.
BEYOND THE CALL
The call ends. Customer communication keeps moving.
Keep business calls alongside messages, email and website conversations in UCaaS. Choose the next channel around the customer’s need, with their information and follow-up within reach.
AFTER THE CONVERSATION
03:24
N
Noura Abdullah
Service visit · Call completed
What we agreed
“The visit works for me. Please send the details.”
Next step
Confirm the arrangements through the right channel
Carry the conversation forward.
Explore a channel through its logo.
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Each channel follows its activation requirements and messaging rules.
Questions before you connect.
Can we use our existing business number?
We review number eligibility and connectivity requirements before activation. Existing-number connectivity may carry per-minute charges, which are explained before setup.
Do callers need to install UCaaS?
No. Customers dial your telephone number normally. Your employees handle the call using the configured UCaaS phone service.
Can colleagues call each other internally?
Yes. The platform includes internal calling between users and configured extensions, with call controls such as mute, hold and transfer.
Does every call have a recording?
A call-log entry and an audio recording are different. Recording availability depends on the service configuration, permissions and retention arrangements.
Are all advanced tools included automatically?
No. Current availability, PBX support, optional services and usage charges are confirmed for your setup. Review the complete cost before activating a service.
Is telephone calling the same as WhatsApp Calling?
They are separate channels. Telephone calls use the phone service; WhatsApp calls use WhatsApp and follow its supported countries and calling rules.
LET’S MAP YOUR CALLS
Bring us one busy day. We’ll map the right setup.
Tell us who calls, which teams answer and where follow-up gets delayed. We will review the relevant voice tools and activation requirements with you.