Giant Communications has launched a major expansion of the VoiceCloud app, giving users direct control over voicemail, call recordings and AI insights, outbound caller ID and call handling — without needing to contact an administrator or raise a support request.
VoiceCloud has taken another big step forward.
Until now, the VoiceCloud app was primarily where users made and received calls, with voicemail providing a first taste of self-service.
That’s changing.
Four dedicated self-service areas now put some of the most frequently used parts of the business phone system directly into the hands of the person using it.
Users can manage their voicemail, find and understand recorded conversations, choose which business number they call from, and decide exactly where calls should go when they’re busy, unavailable or don’t answer.
It is part of a wider transformation of VoiceCloud that has already introduced AI call intelligence, a completely rebuilt call log, dramatically simplified number porting, faster onboarding, smarter billing alerts and new developer APIs.
The idea behind all of it is simple: make business telephony feel less like administering a phone system and more like using a modern app.
Voicemail becomes a proper inbox
Voicemail was already available through the VoiceCloud app, but the experience has now been substantially expanded.
Users with access to multiple mailboxes no longer need to treat them separately. Messages from their own extension, linked extensions and even permitted mailboxes on another VoiceCloud account can appear together in one inbox, clearly identified by the line that received them.
Messages can be searched by caller, telephone number, mailbox or date, while read and unread filters provide live message counts.
Long-running mailboxes are easier to navigate too. Messages are grouped naturally into sections such as Today and Yesterday, with full dates — including the year for older messages — making large archives far easier to understand.
And voicemail administration is no longer something that necessarily requires a trip to a web portal.
Users can record a new greeting directly from their device and configure individual mailbox behaviour, including what callers hear before leaving a message, caller and time announcements, and the email addresses that should receive voicemail notifications.
Multiple notification recipients are supported, and settings can be applied across all of a user’s mailboxes in one go.
Recordings meet VoiceCloud AI
Call recordings now have their own home inside the app.
Rather than simply presenting a collection of audio files, VoiceCloud attributes recordings to the user’s own calls through its call data and combines them with the intelligence already produced by the platform.
Where available, a recording can include its AI-generated summary, full transcript and sentiment analysis alongside playback.
Transcripts are presented as conversations, with the agent’s contributions identified using the call data rather than simply assuming which speaker is which.
But perhaps the most useful addition is search.
VoiceCloud users can search what was actually said during their calls.
Someone who remembers a conversation about an invoice, appointment or cancellation no longer necessarily needs to remember the caller’s telephone number or precisely when they called. The conversation itself becomes searchable.
VoiceCloud’s sentiment analysis goes further inside the app too.
Users can see their average sentiment score, the distribution of positive, neutral and negative conversations, how sentiment has changed over time and their highest and lowest-scoring calls — including the AI model’s reasoning behind its assessment.
It turns the recording archive from somewhere calls are stored into somewhere conversations can be understood.
Choose the number your customers see
Another common bit of phone-system administration has moved into the user’s hands.
VoiceCloud users can now select which of their permitted business numbers should be presented when they make an outbound call.
Available numbers appear in a searchable list alongside their labels, making it easy for someone working across several businesses, departments or locations to select the appropriate identity before calling.
Number labels can also be updated from the app.
Because those labels may be visible to other users on the account, VoiceCloud makes that clear before a shared label is changed.
And importantly, changes aren’t applied because somebody accidentally tapped the wrong option. The new number is staged until the user explicitly saves it.
Send calls where you need them
Call handling is the fourth major addition.
Users can now manage what happens to their calls in four different circumstances:
Always, Busy, No Answer and Offline.
Each can be enabled independently and pointed towards an appropriate destination.
For unanswered calls, users can also decide how long VoiceCloud should ring before applying the rule.
Destinations can include the account’s own mailboxes, colleagues and existing saved destinations. If somebody needs calls forwarded somewhere new — such as their mobile — they can add that telephone number directly.
VoiceCloud will recognise an existing destination rather than creating duplicate entries every time the same number is used.
The result is that something as ordinary as “send my calls to my mobile today” no longer needs to become an administrative job.
It can be changed in seconds from the same device receiving the calls.
From phone app to phone system
The significance of the update isn’t really four new screens.
It’s what they represent.
Business VoIP has traditionally separated the experience into two worlds: an app for making calls and an administration system for controlling what happens to them.
VoiceCloud is increasingly removing that distinction.
The app isn’t just a way into the phone system. It’s becoming the phone system.
And the latest release follows a much broader period of development across VoiceCloud.
A call log built around conversations
VoiceCloud’s call history has been comprehensively rebuilt around the information people actually need.
AI sentiment makes the emotional tone of answered calls immediately visible and searchable, while summaries and transcripts allow users to understand conversations without necessarily playing recordings.
Recording controls now only appear where a recording actually exists.
Users can search transcripts, filter calls by direction, outcome, location and sentiment, select arbitrary date ranges and customise which columns they want to see.
The interface itself has been simplified with human-readable durations, clearer dates, cleaner caller identification and more precise call costs.
Underneath those visual improvements, VoiceCloud has also improved how AI insights are retrieved across large date ranges, making the experience reliable even when examining months of call history.
Number porting without the mystery
Moving an existing telephone number remains one of the most complicated parts of changing phone providers, so VoiceCloud has rebuilt the experience from beginning to end.
Customers are now taken through a guided four-stage process covering their number, line details, customer information and authorisation.
Enter a telephone number and VoiceCloud can immediately check whether it can be moved, identify its current provider where available and show the applicable porting cost.
Support has expanded to a wider range of providers and number types, including non-geographic and freephone numbers.
VoiceCloud also calculates a realistic earliest transfer date, prevents inappropriate non-working dates from being selected and automatically generates the required Letter of Authority from a drawn or typed signature.
Existing numbers identified as being hosted elsewhere can start the process with a single click.
Built-in validation catches common problems before submission, while customers can follow progress through to completion and receive updates as the port progresses.
The objective is straightforward: turn one of telecoms’ most intimidating processes into something customers can confidently complete themselves.
New users, ready in minutes
Onboarding has been receiving the same treatment.
New VoiceCloud users can be provisioned automatically, receive their welcome information and app access, and have routing configured so they’re ready to make and receive calls with dramatically less manual setup.
Password resets and app QR codes can also be reissued through self-service, removing another reason to wait for support.
Smarter alerts before the bill arrives
VoiceCloud is becoming more proactive behind the scenes as well.
New high-spend monitoring can identify an account experiencing an unusually expensive day and flag it quickly, rather than leaving an unexpected increase to be discovered when the next invoice arrives.
Customer and number-porting notifications have also been expanded to surface important information more clearly throughout each process.
VoiceCloud is opening up
The platform isn’t only becoming more capable for end users.
New developer capabilities are making VoiceCloud increasingly useful as part of other systems.
Partners can integrate VoiceCloud ordering into their own websites and portals, including plan selection and number searching.
Number-port eligibility can also be checked programmatically, allowing partners to build their own instant “Can I bring my number?” experiences around VoiceCloud.
And VoiceCloud data is becoming accessible in an entirely different way: conversationally.
AI assistants can be connected to VoIP account information, allowing users to ask natural-language questions about their services and calls rather than manually digging through screens and reports.
Removing the busywork from business telephony
There’s a common theme behind all of these changes.
A customer shouldn’t need to understand how a PBX works to use one.
They shouldn’t need to know where a particular routing setting lives just to send calls to their mobile.
They shouldn’t need to listen through a 20-minute recording to find one sentence.
They shouldn’t need to understand the telecoms porting process to keep their telephone number.
And they shouldn’t need to contact support for something they could safely change themselves in a few taps.
VoiceCloud’s development is increasingly focused on removing those little pieces of friction.
Listen less. Read what happened.
Configure less. Choose what you want.
Wait less. Do it yourself.
From AI call intelligence to number porting and now deep self-service inside the VoiceCloud app, the goal remains the same:
Make powerful business communications remarkably simple.
And there’s plenty more to come.
