The Omnichannel Evolution Has a New Standard - and It Speaks Voice Natively

For years, enterprises have been told they’re “omnichannel” - that their customers can connect through chat, email, and voice seamlessly.
But the reality? Most platforms still bolt voice on top of digital through third-party integrations like Twilio or Vonage.

That’s not true omnichannel.
That’s patchwork.

Glassix was built to change that - from the ground up.

Unlike other contact center and engagement platforms, Glassix built its telephony infrastructure entirely in-house.
No middlemen. No external APIs.
Just one unified platform where digital and voice live as equals - sharing the same AI, analytics, and data layer.

That’s the difference between integrating voice and owning it.

Built-In Voice Infrastructure: Faster, Smarter, and 40% More Cost-Effective

Let’s start with the core: Glassix doesn’t depend on external telephony providers like Twilio, Vonage, or others.
We engineered our own voice infrastructure, which means:

• ⚡ Ultra-low latency - direct routing equals faster response times
• 💸 No third-party costs - lower total cost of ownership by up to 40%
• 🔒 Full control - total oversight of performance, scalability, and uptime

Unlike some competitors, Glassix doesn’t lose milliseconds hopping through someone else’s network.
We control the call flow, the quality, and the innovation pipeline.
That’s why our voice feels immediate - crisp, natural, and always available.

Voice Is Not an Add-On. It’s Just Another Channel.

Most “omnichannel” solutions treat voice as a separate world - a parallel platform that agents must jump to when customers call.
Not Glassix.

Here, voice is simply another channel, fully integrated into the same omnichannel experience.
Every feature that powers digital channels - from AI agents to the visual script editor and conversation orchestration tools - also powers voice.

Agents can:

• Route and escalate voice calls based on the same intelligent logic used in chat or email
• Access full customer context mid-call
• Leverage AI assistance and automation across both digital and voice interactions

This isn’t omnichannel by integration - it’s omnichannel by design.

One Workspace. Every Channel. Every Conversation.

Glassix gives agents what competitors can’t: a single workspace for every customer interaction.

No switching between platforms.
No fragmented data.
No juggling separate logins for telephony, chat, and email.

From the same Glassix interface, agents can manage calls, live chats, WhatsApp, Facebook Messenger, SMS, email, and more - all while AI powers real-time suggestions and routing behind the scenes.

Every touchpoint, every transcript, every voice recording - unified and accessible instantly.

Unlike some of our competitors, Glassix doesn’t send agents into external telephony systems.
Everything stays inside Glassix - simple, elegant, efficient.

In-Chat Voice Calling: The Future of Frictionless CX

Imagine your customer browsing your website, chatting with a bot, and hitting a point where they just want to talk.
Instead of saying, “Call us at this number,” Glassix lets them start a live voice call right inside the chat widget - no app switching, no phone dialer.

That’s next-level customer experience.
And only Glassix offers it natively.

This simple innovation - voice inside chat - reduces drop-offs, improves conversion rates, and gives customers control over how they communicate.

It’s where conversational AI meets human touch, perfectly balanced.

Unified Data, Smarter AI, Better Insights

Every digital and voice interaction in Glassix passes through one AI-driven orchestration layer.
That means unified reporting, real-time analytics, and AI models that understand your entire customer journey - not just isolated channels.

With one data fabric, Glassix delivers:

• Consistent sentiment analysis across all channels
• Unified transcripts and insights for QA and training
• A single source of truth for every customer touchpoint

That’s how enterprises finally move from multichannel chaos to true omnichannel intelligence.

Why Enterprises Choose Glassix Over Competitors

The Takeaway: Glassix Owns the Convergence of Digital + Voice

In a world where customer expectations evolve daily, the winners aren’t those who add more channels - they’re the ones who unify them.

Glassix is not just another omnichannel platform.
It’s one of the only to natively combine digital and voice into one intelligent, AI-powered system that delivers speed, simplicity, and savings - all while elevating customer experience.

No integrations. No latency. No limits.
Just one seamless conversation - every time.

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