Lightspeed Voice

Connect teams across locations and devices, manage customer calls, and keep business communications accessible through cloud-based calling and communication tools.

Turn completed calls into searchable insights and clear next steps, helping teams review conversations, identify concerns, and act with context.

Automate prospect follow-up, organize sales activity, and help teams track leads and performance.

Lightspeed Connect

Lightspeed Connect is a cloud-based business phone and communications platform built on the technology formerly known as PrismPBX. It brings calling, call management, messaging, reporting, integrations, and system controls into one service for employees across locations and devices. Compatible desk phones and Orbit desktop and mobile apps support calling and team communication. Features include customizable call routing, scheduling, recording, monitoring, coaching, voicemail, caller context, call reports, and CRM and AMS integrations. Geographically redundant hosting and call redirection options support continuity during disruptions. Lightspeed Voice also provides onboarding and configuration assistance.

Category: Business VoIP Services

• Maintain Calling During Local Outages
  Use redundant hosting and configured call redirection or failover paths to support communications during local power or network interruptions.
• Connect Teams Across Locations And Devices
  Keep employees connected across offices and remotely, with calling available on compatible desk phones, desktop apps, and mobile devices. Location-specific numbers support call handling for individual offices.
• Route And Transfer Calls To The Right Team
  Set call flows and schedules, use queues and ring groups, and transfer calls across locations so callers can reach the intended people or destinations.
• Review And Coach Business Calls
  Access recorded calls for review, monitor live conversations, and let authorized team members provide colleagues with guidance during calls.
• Track Call Activity And Performance
  Use live statistics and reports to review call volumes and handling across employees, offices, groups, and queues.
• Connect Calls With Business Records
  Access supported contact context and connect communication activity with existing business software and records. Available capabilities vary by integration and account configuration.
• Manage Calls And View Team Activity
  Use Orbit call controls and real-time team and queue visibility to understand availability and handle calls while working across applications.
• Adjust Call Routing As Schedules Change
  Apply office-hour call schedules and use mobile controls to override call flows when needed.
• Manage Your Phone System From Anywhere
  Manage users, call routing, performance, and system settings through web-based tools and the mobile app.
• Manage Business Messages In One Place
  Support team and customer communications with business texts, multimedia messages, internal messaging, and mobile file sharing.
• Review Voicemail And Read Transcripts
  See caller information, listen to voicemail, read message transcripts, and receive email or text notifications for messages.
• Review Calls And Follow Up
  Find recent, missed, and recorded calls in the call history and follow up from there.
• Guide Callers Through Custom Menus
  Present callers with customizable options for navigating the business phone system.
• Scale Communications With Your Business
  Support business growth and multiple locations with a phone system designed to scale.
• Track Employee Time By Phone
  Let employees clock in and out through their phone using the integrated time clock.
• Keep Existing Numbers And Choose Local Codes
  Retain existing numbers when switching to Lightspeed Voice or choose local area codes for the business.
• Get Setup Assistance
  Receive onboarding and configuration assistance from the Lightspeed Voice team.
• Personalize The On-Hold Experience
  Use personalized music and messaging while callers wait.

NOVA AI

NOVA AI is Lightspeed Voice’s call intelligence platform. It helps teams review completed calls with AI-generated summaries, searchable transcriptions, sentiment insights, and configurable alerts. NOVA Pro is an upgrade that adds customizable summaries, Ask NOVA, Call Queries, Success Score, follow-ups, and advanced insights. Supported call details, summaries, sentiment insights, and recordings can sync with connected AMS and CRM systems. Personally identifiable information is automatically removed from transcripts to support privacy and compliance workflows; integration and syncing capabilities vary by platform and account configuration.

• Review Calls Faster
  Scan a clear recap of a conversation to understand what happened, what the customer needs, and what may happen next. NOVA Pro supports customized summary content and formats.
• Find Call Details Faster
  Search written conversation records and call data to locate important details and confirm what was discussed.
• Spot Calls That Need Attention
  Review conversation tone and direct attention to calls meeting configured sentiment and duration conditions for review or follow-up.
• Get Answers From Call Data
  Ask questions about calls and receive answers from conversation data to find relevant information faster.
• Extract Details Across Calls
  Define the information your business needs and surface it in organized results across calls, supporting paperwork, form completion, customer records, and follow-up.
• Measure Calls Against Your Criteria
  Track call performance against business-defined success criteria and use the resulting signals to identify coaching opportunities and areas for improvement.
• Create Contextual Follow-Up Drafts
  Turn call details and action items into personalized email and text drafts, helping teams move to the next step with conversation context.
• Keep Customer Records Updated
  Make supported call information available in connected business systems, helping teams review conversation context within existing workflows.
• Protect Sensitive Transcript Data
  Remove personally identifiable information from transcripts before teams use them for call review.
• Surface Trends And Opportunities
  Identify trends, risks, and opportunities across conversations and teams, providing broader visibility into call activity and performance.
• Capture Calls For Review
  Automatically record and transcribe team calls so conversations can be reviewed with summaries, transcripts, and sentiment insights.
• Find Relevant Call Information
  Search and filter call data to locate details across conversations, reducing the need for manual review of recordings and transcripts.

Lightspeed Automate

Lightspeed Automate is a sales automation platform for managing prospects, planning customer outreach, and tracking sales activity. Teams can use configurable contact plans to coordinate calls, texts, and emails; organize leads and follow-ups; and review performance with activity histories, dashboards, and customizable reports. The platform also includes a prospect dialer, bulk lead importing, web lead uploads, team management, and integrations with tools such as Zapier.

• Coordinate Outreach Across Channels
  Plan prospect contact across calls, texts, and emails to support consistent sales follow-up.
• Automate Routine Follow-Ups
  Use automated communications within contact plans to deliver messages as part of planned prospect follow-up.
• Organize Leads And Outreach
  Use planned touch points to organize lead follow-up and help staff determine which prospects to contact.
• Measure Sales And User Activity
  Use customizable reports to review sales activity and team performance against relevant business metrics.
• Call Prospect Lists Quickly
  Launch calls to prospect lists through the built-in dialer.
• Import Prospect Lists In Bulk
  Bring prospect lists into Automate in bulk rather than entering prospects individually.
• Route Web Leads Into Sales Plans
  Bring incoming web leads into Automate automatically and move them into a sales plan for follow-up.
• Review Prospect Communication History
  Keep communications, follow-ups, and user notes together in an activity history to review prospect interactions.
• Track Daily Tasks And Progress
  See upcoming work, reminders, schedules, and progress in one dashboard to help organize daily activity.
• Review Messages In One Place
  Bring text messages and emails together in a consolidated inbox for easier access to customer communications.
• Monitor Team Activity
  Use the team dashboard and customizable reports to review staff activity and performance.
• Record Call Outcomes
  Capture call results with available or custom dispositions to document outcomes and review activity.
• Customize Prospect Records And Views
  Capture details important to your business and let users organize the prospect view around the information they need.
• Extend Workflows With Integrations
  Connect with tools such as Zapier to add automation to workflows.
• Use Your Own Email Address
  Connect Outlook so communications can use your own email address.
• Get Help With Setup And Training
  Use tutorials, support, and weekly training webinars to learn the platform and get assistance with setup or product questions.