Native Channel Integrations
Voice
Key Business Use Cases: Native Voice Stack
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Augment your Current Voice Systems with AI
Augment your current system with state-of-the-art cloud-based conversational AI capabilities. Go from legacy IVR to modern conversations.
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Build an End-to-End Contact Center on Secure, State of the Art Architecture
Build an independent, end-to-end contact center solution without involving telco middlemen (Genesys, Twilio, etc).
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Replace Legacy Voice Stack Gradually
Replace your entire legacy voice stack. Gradually migrate and modernize existing solutions in weeks instead of years.
Native Voice Stack Features
Augment, iteratively rebuild, or replace legacy voice solutions in weeks, not years with our native voice stack, including Session Border Controllers and direct carrier connectivity with full support of SIP, WebRTC, and the PSTN.
Inbound calling
Create self-service IVR portals.
Outbound calling
Single calls, bulk outreach, and scheduled campaigns.
Visual IVR
Visuals to supplement voice experiences. This can be done over web chat, mobile apps, SMS, and other messaging channels.
AI powered IVR
Use customer data, contextual history, and advanced technologies together to create exceptional experiences.
Public and private routing
Run traffic over the PSTN or via SIP using the public internet or private networks.
Integrations with telephony providers
Natively integrate with your existing telephony stack using private networking, high quality codecs, and cheaper rates. Traffic can be passed via SIP refer, SIP transfer, PSTN transfer, etc.
Carrier relationships
We have direct carrier relationships so we can provide PSTN connectivity out of the box.
Handle background noise
Our acoustic models are trained to perform in a variety of scenarios—including in noisy environments.
Barge In
Control for voice or DTMF if a user has to listen to a prompt before allowing for interaction.
Call authentication
Detect fraudulent calls and identify phone numbers (mobile, landline, etc.)
Recording, messages, and voicemail
Record calls, specific call segments, and capture voicemails.
Phone number management
Buy, manage, and oversee phone numbers easily. Choose from International and/domestic numbers (long code/DID, short code, toll- free) number, and have the option for number pooling.
Call transcriptions
Turn voice into text for analysis, auditability, and summarization.
Call analytics
Monitor connectivity, QoS, jitter, latency, deliverability, errors, performance, call flow, percent of calls per flow, mobile vs landline recognition, CallerID lookup, call traffic, and outcomes.
Connect with live agent and Human-in-the-Loop
Allow options to send calls to automation, voicemail or live agents to answer.
Connect AI agents with voice-based solutions
Connect any voice-bassed solution to AI agents you’ve built in the agent product. Agents can be easily “plugged in” to any channel.
Text to Speech and Speech to Text
Automated Speech Recognition (ASR)
Speech recognition enabled with Natural Language Understanding (NLU) to support natural conversations with users.
Generic and custom STT Models
We work with many vendors to utilize and create custom STT models based on industry, domain, dialect, and function. Customizations can also be made to optimize extraction of different data types and dynamic grammars (names, passwords, etc.).
Amalgamation engine
Amalgamate multiple STT solutions to get the best performing engine on an utterance by utterance basis.
Use cloud-based and on-prem services together
Use both cloud-based services (e.g. Google, Microsoft (MSFT), Nuance, etc.) as well as on-prem services (e.g. Nuance, Deepgram, Speechmatics, Lumenvox, etc.) which can help to ensure data privacy and support custom models.
Live stream audio to STT vendors or STT amalgamation engine
Live stream audio to STT vendors or the amalgamation engine, as opposed to relying on batch methods. This creates 1) reduced latency, 2) multi-threading (multiple STT vendors simultaneously), and 3) greater control.
STT control
Native control over STT capabilities (as opposed to simply an API connection due to our native voice stack), which is where most of the STT capabilities are enhanced. For example: background noise reduction and interspeech timeouts.
Text-To-Speech (TTS)
Create natural, high-quality custom voice prompts to use throughout interactions. Choose from 150+ languages, and dozens of voice options.
Custom TTS models via our partner network
These custom voices can be easily plugged into our platform and used just like any other standard voice integration, including full control over SSML as well as voice preview. The TTS system used can vary by individual caller, topic, time of day, etc. This is often part of a hyper-personalized design approach.
TTS caching
Our models store audio in cache from previous conversations, reducing the cost of processing with TTS vendors.
No code access to Speech Synthesis Markup Language (SSML)
Control the speed, pitch, inflection, pronunciation, and add pauses to voice prompts. Test prompts as you write them in the builder.
Accents and dialects
Advanced acoustic models and language models to account for voice variation across nationalities, regions, and dialects.
Consumer messaging
Key Business Use Cases: Consumer Messaging
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24/7 Customer Support on Any Channel
GSX Deep Channel Integrations allow you to build excelent user experiences on any channel, improving the customer experience and customer loyalty.
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Proactive outreach and hyperpersonalized messaging
Hyper-personalized messaging in GSX uses context, conversation history, and any other data you have access to in order to create personalized messaging experiences.
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Smart Marketing and Nurturing
Customized flows, real-time content adjustment, and proactive outreach to your customers that will create more ROI and increased engagement.
Consumer messaging features
Inbound and outbound messaging
Send and receive messages, including bulk sending and scheduled sending.
Hyperpersonalized outbound
Make use of conversational history to create optimized outbound programs to ensure that the user is contacted on the channel, at the time of day, with the appropriate level of language formality to statistically optimize the desired outcome on a per person basis. Since every solution built on our platform is a standalone microservice, each can be triggered programmatically or on a schedule. Because of our Intelligent Communication Fabric, we can moderate the frequency and content being sent, including the ability to suppress messages. A common challenge we see is that it’s easy to send messages, but very hard to do so with awareness of other touchpoints in the customer experience.
Deep channel integration
Robust support for any messaging platform utilizing the standard services and specific capabilities of each. OneReach.ai acts as the orchestration layer to each platform using each system’s unique capabilities.
Right channeling and channel pivot
If a user is in a channel with limited functionality (e.g. SMS), it is easy to “right-channel” them to another channel that supports more functionality. This is a common use case with channels like voice and SMS, where we often “right-channel” the user to rich web chat to ingest media like photos, locations, etc.
Messaging channels we support with deep channel Integrations (see above)
- FaceBook Messenger
- Telegram
- Viber & Viber Business
- Apple Business Chat
- Rich Communication Services (RCS)
- Google Business Messages
- Kik
- And others
Text & files types support
Send messages with different file types (e.g. images and videos). We support a variety of components or rich media elements including (but not limited to) document upload, credit card, date and time picker, geolocation, buttons, carousels, etc., signature component. We support any type of attachment that the native channel in use supports.
Random messaging versions and variant testing
Use message variations to seek and reveal optimizations.
Timeouts and error handling
Easily account for errors and timeouts based on specific criteria. For more see “Conversational Designer and Dialog Management.”
Connect AI agents with any social messaging solutions
Connect any solution to AI agents you’ve built in the agent product. Agents can be easily “plugged in” to any channel.
Security and Privacy for channel integrations
Voice biometrics and cognitive integrations
Use a person’s voice as a uniquely identifying biological characteristic for authentication.
Private networking
Bypass the public internet to improve privacy and security.
Engage with end users
Use the messaging apps that your customers and employees already know and love with GSX deep channel integrations for systems like WhatsApp, Facebook Messenger, Google Business Messages, Viber, email, web chat, etc.
Enterprise Collaboration
Key Business Use Cases: Enterprise Collaboration
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Intelligent Workflow Automation
Use AI agents built on GSX for multi-system process orchestration and automated escalations in Slack or Teams.
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IT Ops and Service Management
Automated incident response, self-serve IT, and secure asset management that is always available to your employees.
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Context Aware Internal AI Agents
Agents proactively suggest next steps, surface key insights, or provide real-time analytics in meetings and chat—enabling data-driven decisions without time-consuming search.
Enterprise Tools
Orchestration
Amplify the value of your existing investments in enterprise tools by using OneReach.ai as the orchestration layer.
Leverage integrations with enterprise tools
Trello, ClickTime, Monday.com, Jira, ServiceNow, Confluence, Formstack, GitLab, Slack, EWPS, Authorize.net, Zoom, MS Azure, Okta, MS Outlook, Basecamp, Salesforce, Bonusly, Teamwork, Stripe, Toggl, Todoist, Wrike, Survey Monkey, Eventbrite, Meetup, Expensify, Harvest, SmartSheet, JotForm, Typeform, Yammer, Scoro, ActiveCampaign, BigCommerce, Envoy, Pivotal Tracker, Time Doctor, Airtable, Dropbox, Asana, Zendesk, WordPress, iCalendar, Hubstaff, Instagram, Google Spreadsheet, Alexa, IMAP, WhatsApp, Facebook, Google Actions, Telegram, Twitter, Viber, Calendly, MS Teams, and many more*
*While these are some of our pre-built connectors, we also make it easy for our customers to build custom Steps and APIs. See “Architecture and Integration” for more about our capabilities around custom APIs.
API monitoring and alerting
Inside the complex landscape of agentic AI ecosystems, the importance of robust monitoring and alerting systems is hard to overstate. Our monitoring capabilities extend to third-party APIs, offering a holistic view of an ecosystem’s health and aiding in diagnostics. This is particularly important in agentic AI, where external data sources and integrations play a key role. Our platform also monitors for MOSS (or, Measure Of Software Similarity) scores for voice interactions and keeps tabs on latency. Our centralized logging system aggregates logs from all components, providing a comprehensive view of operations. This is vital for quickly identifying and addressing issues.
Connect AI agents with any enterprise collaboration solution
Connect any solution to AI agents you’ve built in the agent product. Agents can be easily “plugged in” to any channel.
Slack and Teams
Inbound and outbound messaging
Automate and manage conversations in direct messages and channels (public and private), including use of threads. Update and delete messages.
Rich messaging formatting
Take advantage of Slack and Team’s full interaction capabilities by designing with: Interactive & form components in messages and app surfaces, slash commands, reactions (emojis), snippets, posts, and ephemeral messages.
Manage channels and members
Add, remove, view channel members.
Search
Search conversation history, users, and files.
Manage files
Upload and download files, snippets, and posts.
HITL UI
Use Slack for Human In the Loop capability so that automation can extend to a Slack user.
Connect AI agents with any Teams and Slack solutions
Connect any solution to AI agents you’ve built in the agent product. Agents can be easily “plugged in” to any channel.
Synchronizer
Synchronize channels
Create a single chat session that can exist in Teams and Slack at the same time allowing each user to use their preferred system.
SMS
Key Business Use Cases: SMS
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Personalized SMS Marketing and Engagement
Agents trigger campaigns for abandoned carts, re-engagement, onboarding, and loyalty rewards, all in real time and personalized per customer for maximum impact.
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Automated Notifications, Reminders and Collections
AI agents send and respond to appointment reminders, payment due alerts, shipping notifications, and order confirmations—automatically adjusting timing and content for higher engagement.
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24/7 Intelligent Assistance
AI agents quickly resolve customer issues—from order tracking and account updates to troubleshooting and policy questions—entirely through SMS, offering always-on support without the need for apps or web access.
General SMS Features
Inbound and outbound messaging
Send and receive messages, including bulk sending.
Text & Files types support, unicode support
Send messages with different file types. This allows for MMS message types and allows you to successfully send documents and images using the same SMS client. You can also use high bit characters for international language support.
Global commands
Set rules that adjust conversational flow. Handle any “at any time text….” messaging like STOP, HELP, etc.
Random messaging and A/B testing
Set message variations that send during certain percentages of interactions. You can also create random surveys or sampling.
Timeout and error handling
Prompts in conversational design for accounting for errors and timeouts.
Status tracking – delivery receipts
See success rates and traffic history for flows.
Identifiers management – includes number groups, shortcodes
Use different number types to increase success of delivery and decrease the risk of messages being blocked.
Opt-in / Opt-out handling
Automatically handle opt in and opt out ongoing as well as date and time for each occurrence.
Connect AI agents with any SMS solutions
Connect any solution to AI agents you’ve built in the agent product. Agents can be easily “plugged in” to any channel.