The Need for Seamless Voice Communication

While businesses have adopted WhatsApp Business Messaging for customer engagement, voice communication remains fragmented. Customers seeking immediate responses often need to switch between apps, dial external numbers, or navigate IVRs, leading to frustration and dropped engagements.

Common Challenges Faced by Businesses & Enterprises

Fragmented Communication – Customers must leave WhatsApp to make calls, leading to lower engagement and higher drop-offs.
Inefficient Call Routing – Traditional IVR and phone systems lack seamless integration with digital channels.
Protocol Incompatibility – WhatsApp Voice operates on OPUS codec, whereas enterprise telephony systems use SIP-based PBX systems.
Security & Compliance Concerns – Enterprises must ensure that voice data remains encrypted and compliant with regulatory standards.

Solution: Prudent’s WhatsApp Voice Middleware (WVM) bridges these gaps by providing seamless protocol translation, enhanced routing, and deep integration into enterprise workflows.

The WhatsApp Business Calling API – Features & Capabilities

1. Frictionless In-App Calling

• Customers can initiate voice calls directly from a WhatsApp chat window, eliminating the need for third-party apps or manual dialing.

• Ideal for use cases requiring quick issue resolution, customer support, or pre-purchase consultations.

2. Business-Initiated Calls

• Enterprises can request customer permission before making outbound calls within WhatsApp conversations.

• Enhances sales interactions and customer service efficiency.

3. Advanced Call Routing with Deep Linking

• Businesses can provide click-to-call deep links on websites, emails, or mobile apps, instantly connecting customers to the right department.

• Call routing can be customized based on CRM data, user intent, or predefined workflows.

4. WhatsApp IVR & Interactive Call Menus

• Integration with Interactive Voice Response (IVR) for call routing and customer self-service.

• Businesses can configure menu-driven call flows directly within WhatsApp, enabling automated responses before escalation to a human agent.

5. Multi-Modal Communication

• Customers can send text messages, images, and documents while on an active WhatsApp voice call.

• Enables seamless customer support interactions, troubleshooting, and sales consultations.

6. Security & Compliance

• End-to-end encrypted voice calls ensure secure conversations and prevent data breaches.

• Prudent’s middleware adheres to GDPR, HIPAA, and telecom regulatory frameworks for data privacy and security.

How Prudent Technologies Enhances the WhatsApp Business Calling API

Unlike direct API integration, Prudent Technologies offers a comprehensive, enterprise-ready solution that eliminates the need for businesses to invest in additional infrastructure.

Prudent’s WhatsApp Voice Middleware (WVM) – Bridging the Gap

Prudent’s Voice Middleware (WVM) acts as an intermediary between WhatsApp Business Calling API and traditional PBX or contact center systems, enabling seamless integration across enterprise environments.

Key Components of Prudent’s WVM Solution

Protocol Conversion & SIP Integration

• Real-time OPUS-to-SIP translation, allowing WhatsApp voice calls to be seamlessly routed through enterprise PBX, VoIP, and cloud-based IVRs.

CRM & Contact Center Integrations

• Pre-built connectors for Salesforce, Zoho, Freshdesk, and other CRM solutions, ensuring voice interactions are logged and tracked within existing workflows.

Cloud Contact Center Enablement

• Businesses can extend WhatsApp Voice into their existing contact center environment, unlocking advanced capabilities such as:

  • Call recording & analytics

  • Agent call assignment & skill-based routing

  • Voice bot & AI-powered automation

AI-Driven Call Insights & Analytics

• Real-time dashboards provide insights into call volumes, resolution times, and customer engagement metrics.

• AI-powered speech analytics help identify common queries, sentiment analysis, and quality assurance trends.

Global Scalability & High Availability

• Prudent’s infrastructure is geo-redundant, ensuring high call quality and uninterrupted services across global markets.

• Auto-scaling capabilities support high-volume call traffic without latency or downtime.

Getting Started with Prudent Technologies

Prudent Technologies is your trusted WhatsApp Business Calling API enabler, helping businesses integrate, optimize, and scale their voice communication strategy.

Expert Consultation & Solution Design – Tailored to your business needs.
Beta Program Access – Early adoption benefits with hands-on support.
24/7 Technical Support & Compliance Assistance – Ensuring seamless operations.

email us at partnerships@prutech.co.in