---
title: "Business voice for verification, self-service and contact centres"
description: "Voice OTP and flash call, multilingual IVR in Arabic and English, AI voice agents, outbound call campaigns and a cloud contact centre, set up by our engineers."
canonical: "https://omnichannels.ai/channels/voice/"
language: "en"
updated: "2026-10-10"
publisher: "BroadNet Technologies"
brand: "OmniChannels.ai"
---

# Business voice for verification, self-service and contact centres

Canonical: https://omnichannels.ai/channels/voice/
Language: en
Publisher: OmniChannels.ai by BroadNet Technologies

Read one-time passwords aloud when SMS stalls, answer callers in Arabic or English with IVR and AI voice agents, run outbound call campaigns and staff a cloud contact centre, all on BroadNet's voice network.

**Short answer:** OmniChannels.ai voice covers voice OTP and flash call verification, multilingual IVR with Arabic text-to-speech, programmable outbound calls and broadcasts, and AI voice agents that speak Arabic and English. It also includes a cloud contact centre with ACD queues, predictive and progressive dialers, call recording and transcription, and bring-your-own-carrier SIP trunks. Voice is provisioned with our engineers rather than through a self-serve API.

## What voice covers in OmniChannels.ai

- **Voice OTP and flash call verification:** Read one-time passwords aloud, digit by digit, in the customer's language, or verify a phone number with a short missed call the customer does not need to answer.
- **SMS to voice fallback:** When an SMS OTP is not confirmed as delivered in time, the same code is escalated to a voice call, so customers locked out by a stalled text still get in.
- **Multilingual IVR with Arabic text-to-speech:** Build menus, self-service flows and surveys in a visual IVR builder, with prompts spoken in Arabic, English and other languages, plus AI conversation and intent nodes.
- **AI voice agents in Arabic and English:** Let an AI agent answer routine calls, book appointments or qualify leads in natural speech, then hand the caller and the context to a human agent.
- **Programmable outbound calls and broadcasts:** Trigger reminder, payment-due and delivery calls from your systems, with text-to-speech and keypad answers such as press 1 to confirm.
- **Cloud contact centre and dialers:** Route inbound calls through ACD queues, and run outbound teams on predictive, progressive, power or preview dialers with AI answering-machine detection and voicemail drop.
- **Call recording, transcription and agent assist:** Record calls, turn them into searchable transcripts and give agents live suggestions during the conversation, for quality review and compliance.
- **SIP trunks and bring your own carrier:** Use BroadNet's voice routes or connect your existing carrier through BYOC SIP trunks, with white-label and multi-tenant setups for resellers.

## Voice capabilities

| Item | Details |
|---|---|
| Voice OTP and flash call | Spoken codes and missed-call verification, also usable as the fallback step after SMS. |
| Multilingual IVR | Visual builder with menus, surveys, AI conversation and intent nodes; Arabic and English text-to-speech. |
| AI voice agents | Arabic and English, with transfer to a human agent and the conversation context. |
| Outbound calls and broadcasts | API-triggered or scheduled calls with text-to-speech and keypad capture. |
| Contact centre and dialers | ACD queues, predictive, progressive, power and preview dialers, AI answering-machine detection. |
| Recording, transcription and agent assist | Recorded calls, transcripts and live suggestions for agents. |
| BYOC SIP trunks and white-label | Bring your own carrier; multi-tenant and white-label setups for partners. |

## How voice is set up

1. **Define your call types:** Separate verification calls, inbound support, outbound campaigns and contact-centre work, and list the countries involved.
2. **Provision numbers and routes:** We arrange local numbers, caller ID and voice routes for each market, or connect your own carrier through SIP trunks.
3. **Build call flows and voices:** Design IVR menus, AI voice agent behaviour, text-to-speech prompts in Arabic and English, and the points where callers reach a person.
4. **Connect your systems:** Link OTP fallback, outbound triggers and webhooks to your applications and CRM so call outcomes flow back.
5. **Test, train and go live:** Place test calls in each language, train agents on queues and dialers, review recordings, then switch on live traffic.

## Is business voice right for you?

### A good fit when

- Customers sometimes miss SMS codes and you need a dependable fallback for logins and payments.
- Callers speak Arabic and English and you want them answered without long hold times.
- You run reminder, collection or sales calls and want dialers and recordings in one place.
- You want an AI voice agent to take routine calls and pass complex ones to your team.

### Good to know before you start

- Voice is provisioned with our engineers; there are no public self-serve voice endpoints in the REST API.
- Local numbers and caller IDs depend on each country's numbering and telecom rules, and some markets need documents or longer lead times.
- Flash call verification and automated outbound calls are restricted or regulated in some countries, so availability is confirmed per market.
- Call recording and outbound campaigns must follow local consent, privacy and calling-hour rules, which you are responsible for applying.

## Business voice questions

### What is voice OTP and when should I use it?

Voice OTP reads a one-time password aloud in a phone call. It is most useful as a fallback when an SMS code is not delivered in time, and for customers on landlines or numbers that cannot receive SMS. The platform can escalate from SMS to voice automatically.

### How is flash call verification different from an SMS code?

A flash call verifies a number with a short missed call. The caller ID itself carries the check, so the customer does not need to read or type a code. It is not allowed in every market, so we confirm availability for your countries first.

### Can the IVR and AI voice agents speak Arabic?

Yes. Text-to-speech, IVR prompts and AI voice agents support Arabic and English. AI voice agents can understand what the caller wants, answer routine requests and transfer the call to a human agent with the conversation context.

### Is there a voice API I can call directly?

Voice is not exposed through public self-serve endpoints in the REST API. Our engineers provision numbers, routes, call flows and the integration points your systems need, such as OTP fallback and outbound triggers, and set up the webhooks that return call outcomes.

### Can I use my own carrier or SIP trunk?

Yes. You can bring your own carrier through BYOC SIP trunks and keep your existing routes and numbers, or use BroadNet's voice routes. We review the technical details with you during onboarding.

### Do you offer full contact-centre software?

Yes. The voice offer includes inbound queues, dialers, recording, transcription and agent assist. The same call-centre software is also available as a standalone product, DialerBee (dialerbee.com), for teams that only need a contact centre.

### Can resellers offer voice under their own brand?

Yes. Voice supports white-label and multi-tenant setups, so partners can run separate customer accounts under their own brand. See the resellers and partners pages for how accounts and billing work.

### How is business voice priced?

Voice pricing is on request: contact sales for voice pricing. Voice is usually billed by call duration and destination, and IVR, AI voice agents and dialer features depend on your setup, so your quote confirms the rates for your destinations, excluding taxes.

Updated: 2026-10-10