What to expect from Voys Freedom – New apps, Smart Tools

Back in early 2025, our colleague Mark wrote about how Voys is transforming from a telecom provider into something bigger: a true relationship builder in three areas: Freedom, Ascend, and internationalization. Today we’re giving you an update about this transformation. In this piece we’re zooming in on the software we’re developing ourselves: Freedom. So, what exactly is changing, and how does it benefit your team? Let’s dive in.

Brand new desktop and mobile app: more than calling

We are building a brand new app designed from the ground up and isn’t just another piece of software. It’s the foundation of how businesses will communicate in the future_, smarter, more integrated, and built around people rather than technology.

We’ve talked about it before: the way we communicate is changing. Traditional telecom tools are built around phone calls. But in today’s world, customer relationships span multiple channels, from phone and WhatsApp to email, chat, and even social platforms. For younger generations, picking up the phone isn’t always the first choice. Instead, they expect businesses to meet them where they are, and to do so seamlessly. Our current mobile app and webphone aren’t designed to add new communication channels. That’s why we’ve started building a brand new desktop and mobile app, where calling and chatting via different channels will seamlessly work together. Unlike the old way of juggling separate apps and platforms, the new apps aim to bring everything into one clear, connected view.

 
Building new apps creates possibilities: we can add smart functionalities. For example, showing contextual customer information based on previous interactions, automatically summarize calls and easily assign chats among colleagues.

You can expect these features within the new apps:

• One clear platform with all communication from your contacts. Integration of multiple communication channel, starting with WhatsApp Business and telephony, into one simple overview.
  Customers can reach you through different channels. To avoid having to juggle various tools, we’re building one single view with all valuable conversations from your customers. No matter which channel they use. And it doesn’t stop there: you’ll have this overview per contact instead of per channel. One timeline per contact, all the context about that person in one place.
• Customer context. One timeline is great, but if it gets too long it can become overwhelming. And in most cases, you only need a few details to help a customer effectively. By adding contextual customer information, we bring the essence of past interactions to the surface. That way you can focus on what really matters: good contact with your customer, without digging through previous conversations or agreements.
• Better collaboration. Easier teamwork with colleagues. Assign chats and add notes that are visible to you and your teammates.
• CRM integration. Connecting your phone system to your CRM is something we already offer, but you’ll also be able to do it directly from the new desktop app.
• Auto-generated contact book. Automatically build a contact book of all your customers and relations in both the desktop and mobile app.
• Easy adjustments. Make changes more easily on your laptop, so you no longer need to log into the Freedom portal. For example, adding or editing Opening Hours or Users.

The TL;DR of the above: Business communication is changing. The new Voys apps bring your communication together, making it smarter and more efficient. Of course, you can still make and receive calls. But on top of that, we’re adding all kinds of handy features and channels. This way you’re well prepared for the future, and we can add new features more quickly, just as Mark and Alex explained earlier. All to help you and your team focus on what truly matters: your customer relationships.

How you can already benefit from new features 

You might think: great, those new apps. But do they help me now? Absolutely! The features we’re building for the new apps are already being added to our current platform wherever possible. Over the past few years, we’ve introduced great tools like Voys Reach and Voys Pulse. You can find all product developments here. This way, you can start using the newest tools right away, while we continue developing the next-generation apps. Win-win.

The latest developments

Here you’ll find an overview of all recent developments:

Call transcriptions (beta): clear and secure, powered by privacy-friendly AI

At the end of 2024 we added voicemail transcription, and in recent months we’ve added call transcripts. Want to check what was said during a phone call? With Call Transcriptions, your recorded conversations are automatically converted into text. Easy to read back, share with colleagues, and connect to your business tools via our open API. Super handy! Of course, these transcripts will also be part of the new apps.

One of our key principles at Voys South Africa is that your data is not a resource for others. Thats why we build our AI tools in house and run them on our own hardware. This ensures that your information stays within Voys and isn’t used to train external AI models.

Call summaries

As a next step after call transcripts, summaries of those conversations are generated. This lets you quickly get to the point. You’ll instantly see the key topics and agreements from past calls, without reading the full transcript. Call summaries is added to both the Freedom platform and the new apps.

Call Transcriptions and Call Summaries are free during the beta period.

Other useful improvements in Freedom

• Version control for dial plans: retrieve earlier versions so you can make changes with confidence.
• Filters in call groups: see which VoIP accounts or users are part of which groups.
• Improved queue module: the next step in the queue automatically continues when users are offline or unavailable.
• UUID code easier to find in Freedom: this code is needed to link call transcriptions to your business tools.
  

What’s next on the roadmap

Curious about what we’re working on right now and in the coming months? Here’s what’s planned:

Simpler CRM integration

We know how important it is to have customer info right at hand when the phone rings. That’s why we’re simplifying CRM integrations. No complicated manuals or extra steps, just an easy connection with the tools you already use.

Contact book integration with desk phones

Still using desk phones at the office? Good news: the contacts you’ve added in the webphone or mobile app will also appear on your desk phone when someone calls. Much more personal, since you’ll instantly know who’s on the line.

Further development of the new desktop and mobile apps

Naturally, we’ll keep expanding the new apps. Our first focus is telephony and the WhatsApp Business integration. After that, more channels will be added.

Roll-out new apps

We won’t roll-out the new apps to everybody at once. We will do that gradually over time. At the moment we are working towards adding calling and the WhatsApp Business integration into the new apps. Once that’s developed it needs to be tested thoroughly before releasing it gradually into public. We will keep you updated, when we’re ready to roll out. 

Voys Insights Community: Share your opinion!

We’d love to learn from your experiences. Would you like to be among the first to try out our new features? Sign up now for the Voys Insights Community and discover the latest developments before anyone else.

Questions about the new apps or other developments? Feel free to reach out!