Voice Platform
Enterprise Voice System
A complete call center built for hospitality. Queues, IVR menus, call plans, barge and whisper, smart routing, soft clients, call recording, dispositions, and deep PMS integration. Everything your team needs to convert callers into guests and deliver exceptional service at scale.
PMS Context on Every Call
The moment a call connects, your agent sees the full picture. Reservation details, arrival and departure dates, confirmation codes, unit assignments, lifetime value, past stays, future bookings, and contact history, all pulled from your PMS in real time. Agents never have to ask a guest to repeat themselves or fumble through a separate system.
- Real-time reservation data surfaced on inbound and outbound calls
- Lifetime value, past stays, and future bookings at a glance
- Unit details, confirmation codes, and guest preferences in context
- Contact history across voice, SMS, email, and all messaging channels
Call Queues & Failovers
Route inbound calls through configurable queues with priority-based agent assignment. Each queue has its own welcome message, wait music, and failover rules. When no agents are available, calls automatically route to a backup queue, voicemail, IVR menu, or external number. Agents opt in and out of queues on the fly, and pickup-only queues let your team manually claim calls when they're ready.
- Priority-based agent assignment with opt-in queue selection
- Per-queue welcome messages and custom wait music
- Configurable failover to voicemail, menu, queue, or external number
- Pickup-only queues for manual call claiming by agents
IVR Menus & Auto-Attendant
Build multi-level IVR trees with custom audio greetings and DTMF routing. Each digit press routes to a queue, another menu, voicemail, directory, direct dial, or hangup. Set max replay attempts with automatic failover when callers don't respond. Nested menus support complex routing trees (reservations, maintenance, owner services) all managed from one interface.
- Multi-level IVR with nested sub-menus and DTMF routing
- Custom audio greetings uploaded per menu
- Route to queues, voicemail, directories, or external numbers
- Max attempt limits with automatic failover on timeout
Call Plans & Time-Based Routing
Define exactly how calls route based on time of day, day of week, and specific dates. Business hours route to your sales queue. After hours routes to voicemail or AI agents. Holidays route to a special greeting. Each phone number in your account binds to a call plan, and a single plan can power multiple DIDs. Timezone-aware scheduling ensures calls route correctly across regions.
- Time-of-day, day-of-week, and specific-date routing rules
- Business hours, after-hours, and holiday routing in one plan
- Bind multiple phone numbers to a single call plan
- Timezone-aware scheduling across all your properties
Barge, Whisper & Silent Monitor
Supervisors have full visibility into live calls. Silent monitor lets managers listen to any active call without the agent or guest knowing. Whisper mode announces the supervisor's presence so they can coach the agent in real time. Barge takes over the call entirely, removing the current agent and connecting the supervisor directly to the guest. Essential tools for training, quality assurance, and escalation handling.
- Silent monitor: listen to live calls without detection
- Whisper: join a call with agent notification for coaching
- Barge: take over any call with full control
- Admin-level permissions protect access to supervisor tools
Dispositions & Call Results
After every call, agents complete a disposition, selecting a call result, associating a lead, and logging the outcome. Define custom call result types with flags for won, lost, lead required, and lead presented. Dispositions link calls to leads and revenue, creating a direct line from phone conversation to booking. Configurable max dispositions control how many open wrapups agents can handle simultaneously.
- Custom call result types with won/lost and lead association flags
- Disposition-to-lead linking for direct revenue attribution
- Configurable concurrent wrapup limits per agent
- Call results drive automations, drip campaigns, and reporting
Smart Call Routing
Intelligent routing ensures every call reaches the right agent. Priority-based queue assignment, agent state awareness, disposition capacity checks, and no-answer skip logic work together to minimize hold times and maximize first-call resolution. When AI agents are enabled on a queue, the system blends human and AI candidates in a unified priority sort, routing to whoever can handle the call fastest.
- Priority-based routing with agent state and capacity awareness
- No-answer detection with automatic skip to next available agent
- Blended AI and human agent routing on AI-enabled queues
- Auto-assignment of queued calls when agents finish wrapup
DID Routing & Phone Number Management
Manage your entire phone number inventory from one place. Each DID is configured with voice, SMS, and MMS capabilities, bound to a call plan, and optionally assigned a lead source for marketing attribution. Set primary outbound caller IDs, configure unconditional call forwarding, and associate numbers with brands for multi-brand operations. Track which numbers drive the most bookings.
- Per-DID call plan binding with voice, SMS, and MMS capability flags
- Lead source and campaign attribution tied to phone numbers
- Primary outbound caller ID selection per provider
- Multi-brand number management with brand association
Soft Clients & SIP Routing
Agents take calls from anywhere (browser, desktop, or mobile) using built-in soft clients powered by WebRTC. No desk phone required. SIP routing enables integration with existing telephony infrastructure and AI voice services. Agents switch between softphone and physical phone mid-session without dropping a beat. Token-based authentication with automatic renewal keeps connections secure and uninterrupted.
- Browser-based WebRTC softphone with no hardware required
- SIP routing for existing PBX and telephony infrastructure
- Switch between softphone and physical phone mid-session
- Token-based authentication with automatic renewal
Call Recording & Transcription
Record inbound and outbound calls with configurable consent messages. Pause and resume recording mid-call for sensitive information like credit card numbers. Recordings are stored with configurable retention periods and protected by role-based deletion permissions. Automatic transcription converts recordings to searchable text, giving managers full visibility into call content without listening to every minute.
- Inbound and outbound recording with consent message playback
- Pause and resume recording mid-call for sensitive data
- Configurable retention periods with role-based deletion
- Automatic transcription for searchable call content
Warm & Cold Transfers
Transfer calls with full control. Warm transfers keep the agent on the line while the third party rings, allowing a handoff with context before disconnecting. Cold transfers redirect the guest immediately and free the agent for the next call. Transfer to another queue, a pre-configured direct dial, or any verified external number. Failover rules catch unanswered transfers and route them to a backup destination.
- Warm transfers with three-party conference before handoff
- Cold transfers with immediate agent release
- Transfer to queues, direct dials, or external numbers
- Failover routing when transferred calls go unanswered
Voicemail System
Multiple voicemail mailboxes with custom greetings, agent or queue assignment, and email alerts. Agents manage voicemails from a unified list. Filter by assignee, read/unread status, or completion state. Assign, reassign, transfer between mailboxes, and mark complete with full audit tracking. Voicemails are transcribed automatically and trigger push notifications to mobile agents so nothing gets missed.
- Multiple mailboxes with per-queue and per-agent assignment
- Custom greeting audio and email alert notifications
- Assign, reassign, and transfer voicemails between mailboxes
- Automatic transcription with mobile push notifications
Hold Music & Wait Music
Custom audio for every touchpoint. Upload wait music that plays while callers sit in queue and hold music that plays when agents place a call on hold. Each queue has its own welcome message and wait music, so your reservations queue can play a different message than your owner services line. Hold is per-segment, letting agents park one party while speaking with another during warm transfers.
- Per-queue wait music and welcome message audio
- Account-level hold music for mid-call holds
- Per-segment hold control during multi-party calls
- Upload custom audio assets for a branded caller experience
Agent Dial Destinations
Each agent can configure multiple dial destinations (desk phone, mobile, home office, softphone) and switch between them at any time. Primary destinations are selected on login. Managers can see which destination each agent is using and agents can change mid-shift without logging out. Whether your team is in-office, remote, or on the road, calls reach them wherever they are.
- Multiple dial destinations per agent with primary selection
- Switch active destination mid-session without logging out
- Support for desk phones, mobile numbers, and softphone clients
- Manager visibility into each agent's active destination
Agent Status & Presence
Real-time visibility into every agent's state. Active, on-call, wrapup, break, dialing, errored, no-answer: managers see it all at a glance. Agents toggle between active and break. The system automatically transitions agents through on-call, wrapup, and back to active as calls flow. Configurable wrapup alert times and no-answer thresholds keep your team responsive. Force logout gives managers control when needed.
- Real-time agent state tracking across the entire team
- Automatic status transitions through the call lifecycle
- Configurable wrapup and no-answer alert thresholds
- Force logout for unresponsive agents with admin controls
Mobile App
Your call center goes where your agents go. The SendSquared mobile app delivers the full voice experience on iOS and Android: softphone calling, push notifications for inbound calls, queue selection, disposition completion, and voicemail management. Agents log in from their phone with automatic WebRTC token generation and receive VoIP push notifications even when the app is backgrounded.
- Full softphone calling on iOS and Android
- VoIP push notifications for inbound calls even when backgrounded
- Queue opt-in, disposition completion, and voicemail on mobile
- Automatic WebRTC token generation on mobile login
Directories & Extensions
Create dial-by-extension directories for internal routing. Each directory entry maps an extension number to a dial destination and name. Callers navigate directories from IVR menus to reach specific departments or people. Custom greeting audio guides callers through the directory. Extensions work alongside queues and menus for a fully customizable inbound call flow.
- Dial-by-extension directories with custom greetings
- Map extensions to agents, departments, or external numbers
- Integrate directories as options within IVR menus
- Self-service caller navigation to the right person
Blocked Numbers & Call Security
Block unwanted callers and protect your team's time. Maintain a blocklist of phone numbers that are silently terminated on inbound. MFA for admin accounts adds an extra layer of security with OTP-based verification and trusted device management. Role-based permissions control access to sensitive operations like call recording deletion, voicemail reassignment, and supervisor tools.
- Phone number blocklist with silent call termination
- MFA with OTP verification and trusted device management
- Role-based permissions for recordings, voicemails, and admin tools
- Verbal SMS opt-in capture during recorded calls for compliance
Call Analytics & Reporting
Make data-driven decisions with comprehensive call analytics. Track call volume by day, hour, and agent. Measure inbound source attribution to see which phone numbers and campaigns drive the most calls. Analyze IVR menu press patterns. Monitor agent productivity in real time and compare booked revenue by agent. Lead compliance, lost reason analysis, and revenue-per-source reports close the loop from call to booking.
- Call volume reporting by day, hour, agent, and source
- Real-time agent productivity and live dashboard
- IVR menu press analytics for call flow optimization
- Lead revenue, lost reason, and compliance reporting
Automations & Drip Campaigns
Call events power your automation engine. When a disposition is completed, a lead status changes, or a tag is applied during a call, workflows fire automatically. Trigger email sequences, SMS follow-ups, task creation, and tag operations based on call outcomes. Pair disposition results with drip campaigns to nurture leads that don't book on the first call.
- Trigger automations from disposition completion and lead changes
- Tag-based workflow triggers applied during or after calls
- Drip campaigns tied to call results for lead nurturing
- Auto-generate tasks from call outcomes for agent follow-up
Complete Voice Coverage
Human Expertise Meets AI Automation
The Enterprise Voice System works hand-in-hand with SendSquared's Voice AI Agents to deliver complete call coverage. Human agents handle high-touch interactions while AI manages overflow, after-hours, and routine calls.
Human Agents
Your in-house call center powered by PMS integration, smart routing, and real-time analytics. Agents get full reservation context on every call to deliver personalized guest experiences and maximize bookings.
- Full call center with soft clients
- PMS-powered reservation context
- Performance analytics & lead tracking
AI Agents
AI-driven voice agents that handle calls autonomously. From after-hours inquiries to overflow during peak seasons, Voice AI ensures every guest interaction is answered with speed and accuracy.
- 24/7 automated call handling
- Overflow & after-hours coverage
- Natural AI conversations with PMS data
Testimonials
What Our Clients Say
“SendSquared has been an operational GODSEND!! Having a large rental management company, you rely on not only the functionality and power of your CRM but also its scalability. SendSquared has delivered as promised. The onboarding was smooth and the team was with us every step of the way. Having a powerful, yet innovative CRM has increased our effectiveness and provided a path for empowerment throughout our users.”
Five Star Properties
“I can definitely attribute a good number of reservations to SendSquared. Between the easy follow-up communication within the system and the CRM pulling up information as a call comes in, our reservations team is being more intentional on their calls, resulting in better conversions.”
Brock Reich
Chief Operating Officer, Orlando Resorts Rental
“My experience with SendSquared has been eye opening. To be honest I didn't think something this good existed. Having all emails, texts, calls, web chat and marketing in one place has given my company and team a huge advantage. SendSquared has saved us both time and money which are very important factors to my small business of 50 luxury homes. The company is amazing to work with and extremely helpful whenever it was needed.”
Jessica Goree
Chief Operations Officer, Beach Reunion
“SendSquared is a game-changer for our resort operation. Its ability to integrate with our reservation software, providing real-time reservation information during phone calls, allows us the opportunity to build off of the rapport we've already created with our repeat guests. We're answering phone calls asking our guests how their kid's baseball season went, instead of asking for their names.”
Tim Oxborough
Reservation Manager, Sugar Lake Lodge
“We manage over 300 properties and SendSquared has been instrumental in streamlining operations. Consolidating all communications into one platform while maintaining personalized guest experiences has been transformative for our team.”
Shawn Montgomery
Director of IT, Collins Vacation Rentals
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