New VoiceCloud Connect platform brings together more than 100 business applications, allowing companies to identify callers before answering, automatically log conversations and add AI-powered summaries directly to customer records.
LIVERPOOL, UK — 13 October 2026 — Giant Communications, the UK broadband and cloud communications provider, has announced VoiceCloud Connect, a new integration platform designed to bring business telephone systems and everyday business software closer together.
The new service connects Giant’s VoiceCloud hosted telephone platform with more than 100 business applications, including customer relationship management (CRM) systems, help desks, practice management software, accounting platforms and booking systems.
Rather than simply displaying an incoming telephone number, VoiceCloud Connect can identify callers using information already held in a business’s connected applications, displaying their name on compatible desk phones, mobile devices and VoiceCloud applications before the call is answered.
Once a conversation ends, VoiceCloud Connect can automatically update the corresponding customer record with call information and, where enabled, AI-generated summaries, sentiment analysis and transcripts.
The result is a more connected telephone experience that reduces repetitive administration, gives employees useful information before answering and helps businesses maintain a more complete history of customer interactions.
Your business phone system should know your customers
For many businesses, answering a telephone call still means starting from scratch.
An employee answers an unfamiliar number, asks who is calling, searches through a CRM or booking system and attempts to piece together previous conversations. Once the call finishes, someone must remember to record what happened.
VoiceCloud Connect is designed to change that.
When an incoming call reaches VoiceCloud, the platform checks the telephone number against the business’s connected systems. Where a matching contact is found, the caller’s name is returned to VoiceCloud and displayed before the call is answered.
Businesses using multiple applications can configure which systems take priority, allowing their telephone system to recognise customers, patients, clients and suppliers using the information most relevant to their organisation.
For example, a dental practice could identify a patient using its practice management software, while an estate agency could recognise a landlord or prospective buyer through its CRM. A support team could identify an existing customer before answering and access their support history.
All without switching between applications simply to establish who is calling.
From telephone conversations to customer records, automatically
VoiceCloud Connect goes beyond caller identification.
The platform can automatically record incoming, outgoing, answered and missed call activity against the relevant contact in supported business applications.
Depending on the integration, these records can include the telephone number, date and time, call duration, answering employee and call outcome.
For help desk platforms, businesses can also configure workflows that create support tickets following missed calls, helping ensure customer enquiries are not overlooked.
VoiceCloud Connect also works alongside VoiceCloud’s existing AI call analysis capabilities.
Where recording and AI analysis are enabled, businesses can automatically attach AI-generated call summaries, sentiment information and, where configured, transcripts to customer records in compatible applications.
This allows teams to revisit what was discussed without relying entirely on handwritten notes or employees manually updating multiple systems.
For businesses handling large volumes of telephone enquiries, the integration is designed to reduce administrative work while improving the continuity of customer service.
More than 100 integrations across everyday business software
VoiceCloud Connect is designed to work with the applications businesses already depend on, rather than requiring them to change how they operate.
Its integration catalogue spans a wide range of industries and software categories, including:
- CRM and sales: HubSpot, Salesforce, Pipedrive and Microsoft Dynamics 365.
- Customer support: Zendesk, Freshdesk and other help desk platforms.
- Healthcare and dental: Practice management applications including Dentally and Cliniko.
- Accounting and finance: Xero, QuickBooks and related business applications.
- Professional services: Software used by legal practices, estate agents and recruitment businesses.
- Hospitality and appointments: Restaurant, booking and appointment management platforms.
Individual capabilities vary by application, with integrations supporting caller identification, activity logging, customer record updates or combinations of these features.
Some integrations are being introduced in beta, with availability dependent on the external software provider’s technical capabilities, permissions and subscription requirements.
Bringing customer information directly into VoiceCloud
Giant is also developing an enhanced caller information experience for VoiceCloud: Web, its browser-based telephone application.
The upcoming functionality will allow employees to see additional contextual information alongside incoming calls, where supported by their connected applications.
This could include a caller’s company, outstanding support tickets, active sales opportunities, upcoming appointments or unpaid invoices.
Employees will also be able to open the corresponding customer record directly from the call interface.
The aim is to make the telephone application a useful starting point for customer interactions, rather than another disconnected piece of business software.
VoiceCloud Connect also introduces nuisance caller identification, flagging telephone numbers associated with suspected spam activity when they are not recognised by the business’s connected systems.
Enterprise-style integration without enterprise complexity
Despite the breadth of supported applications, VoiceCloud Connect has been designed around self-service configuration.
Customers can manage their integrations directly through the Integrations section of their Giant customer portal.
Depending on the application, connecting a system involves securely authorising access through the software provider or entering an API key, with guided instructions for each integration.
Businesses can choose which systems to connect, configure their lookup priority and manage the available integration features without requiring a bespoke development project.
Connections are isolated between customers, with authentication credentials and integration keys stored encrypted.
This approach reflects Giant’s wider focus on making advanced communications functionality accessible to businesses without the complexity traditionally associated with large enterprise telephone deployments.
Built around the way businesses actually work
A spokesperson for Giant Communications said:
“Your telephone system shouldn’t be disconnected from everything else your business does.
“Businesses already have enormous amounts of useful information sitting in their CRM, help desk, booking system or practice management software. Yet when the telephone rings, employees often have no idea who’s calling until they’ve answered and started searching.
“We wanted to change that.
“With VoiceCloud Connect, your telephone system can recognise the customer before you answer, understand where the conversation belongs and help keep your records up to date automatically.
“And when you combine that with VoiceCloud’s AI call analysis, you’re not just recording that a conversation happened. You’re making the information from that conversation useful to the rest of the business.
“We believe this kind of integration should be available to businesses of all sizes, not just organisations with expensive enterprise contact-centre systems.”
Availability and rollout
VoiceCloud Connect is being introduced to Giant’s VoiceCloud customers, with integrations managed through the existing Giant customer portal.
The service includes support for caller identification using Giant’s own customer directory, alongside connections to supported third-party business applications.
[Confirm launch date, pricing and whether third-party integrations are included within existing VoiceCloud plans or offered as an additional service.]
Individual integrations may initially be offered in beta while compatibility and functionality are expanded. Certain applications may require an eligible third-party subscription or additional permissions.
Existing VoiceCloud customers can find out more through their Giant account or by contacting Giant directly.
For further information about VoiceCloud, visit https://giant.net.uk/business/voip.
About Giant Communications
Giant Communications is a UK telecommunications provider headquartered in Liverpool, delivering broadband connectivity, business communications and cloud telephone services to customers across the United Kingdom.
Through its VoiceCloud platform, Giant provides businesses with hosted telephone systems, mobile and desktop calling applications, call management tools and AI-powered communications features.
The company focuses on combining modern telecommunications infrastructure with accessible pricing, self-service management and UK-based customer support.
For more information, visit https://giant.net.uk.
