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Features > Voice

A familiar call. A more personal connection.

Bring inbound and outbound phone calls into your team’s Lynq® workflow. Make it easier for account holders to reach a person and for employees to follow up.

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Voice at a glance

Personal service, a phone call away

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Inbound calling

Let account holders call your institution and connect with your team through Lynq.
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Outbound calling

Call account holders for personal follow-up when outbound calling is enabled.
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Number-based team routing

Connect different phone numbers to designated groups or teams, when configured.
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Calls within Lynq

Handle phone conversations within the employee workspace your team uses for digital service.
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Automatic call status

Reflect when an employee is in a phone call with the system-controlled On Phone status.
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A path to digital support

Send an SMS link or guide callers to online banking when they need additional support.

How Voice works

Start with a conversation

Support an incoming question or make a personal follow-up call, then guide the account holder toward the help they need.
  1. An account holder calls your institution, or an employee initiates an outbound call when enabled
  2. Incoming calls reach the group or team associated with the number dialed, where configured
  3. The employee talks through the question and helps identify the next step
  4. If digital support would help, the employee sends an SMS link or guides the caller to online banking
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Designed for better service

A person on the other end

Make phone conversations part of the personal service your institution provides.

For account holders

Talk it through

Ask questions and explain what you need in a familiar phone conversation with your institution’s team.
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For employees

Make follow-up personal

Reach out by phone when a discussion would be more useful than another message. Initiate calls from Lynq when outbound calling is enabled.
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For managers

Connect numbers to the right teams

Where your institution uses different phone numbers for different services, connect each number to its designated group or team.
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Connected support

Bring digital support into the conversation

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Send a link by SMS

Help callers reach the appropriate digital experience with a link sent by text.
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Continue in online banking

Guide account holders to sign in for authenticated messaging and more detailed account-specific support.
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Add visual guidance

Once connected through chat, offer video banking or request a co-browsing session when seeing the next step would help.

Built for financial institutions

Trust is part of the experience

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SOC 2 Type II controls

Support employee workflows within Agent IQ’s SOC 2 Type II control environment.
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Configured for your institution

Align phone numbers and designated teams with your institution’s service setup. Outbound calling requires enablement.
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A path to authenticated support

Guide callers into signed-in online banking when their needs call for authenticated messaging.

Connected capabilities

Frequently asked questions

Is Voice the same as VoIP?
No. Voice supports inbound and outbound calls using phone numbers. VoIP is an in-conversation audio session with an authenticated account holder who is online, and is covered under authenticated messaging.
How are inbound calls routed?

Where configured, different phone numbers can connect to different groups or teams. Routing follows the number dialed and the institution’s setup.

Can employees make outbound calls?
Yes, when outbound calling is enabled. Employees can use a phone number to find or create a conversation in Lynq and initiate a call. Outbound calling is a premium capability that Agent IQ must enable.
Can a phone call lead to digital support?
Yes. An employee can send an SMS link or guide the caller to sign in to online banking. Once connected through chat, the employee can offer video or request co-browsing when appropriate.

Make every call more personal

See how Voice can help your team bring phone support and personal follow-up into its everyday workflow.

Talk with our team

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