# Voice over OTT channels

Infobip enables voice communication over OTT (Over-the-Top) channels, allowing businesses to engage customers through voice calls directly within popular messaging apps.

**Supported OTT channels are:**

- **WhatsApp**: To use the Voice with WhatsApp, refer to the [WhatsApp Business Calling](https://www.infobip.com/docs/whatsapp/whatsapp-business-calling/business-calling) page.

- **Viber**: For guidance on using Voice with Viber, see [Viber Business Calls](https://www.infobip.com/docs/viber/viber-business-calls).

## Key benefits

Voice over OTT channels offers a seamless and engaging way for customers to connect with your business:

- **Frictionless user experience**: Customers can receive and place voice calls directly through WhatsApp or Viber, without needing to install new apps or switch communication channels.
- **Outbound calls are branded**: When your business initiates a call to a user via WhatsApp or Viber, the recipient will see your company name and logo displayed in their app. This branding improves trust and recognition, leading to a notable increase in answer rates (ASR) compared to unbranded or traditional calls.
- **Improved reach and responsiveness**: OTT channels are globally used and often preferred by users for personal and business communication, helping you connect more effectively.

### Integrations

There are three primary ways to use voice over OTT channels with Infobip:

- [Conversations](https://www.infobip.com/docs/conversations): Enable your agents to handle voice calls directly within [Conversations](https://www.infobip.com/docs/conversations/calls). Agents can receive inbound calls from **WhatsApp** or **Viber** users or initiate outbound calls to these channels.

- **SIP integration with your contact center**: Use your existing contact center or voice infrastructure by connecting it to Infobip through a [SIP trunk](https://www.infobip.com/docs/voice-and-video/sip-trunking). Infobip handles the conversion of calls to and from WhatsApp or Viber, enabling seamless integration with your internal systems.

- [Calls](https://www.infobip.com/docs/voice-and-video/calls): Build custom voice experiences by leveraging [Calls API](https://www.infobip.com/docs/voice-and-video/calls#calls-api-concepts). This option gives you full control to manage voice call flows, events, and logic tailored to your use case.

### Limitations

The following Infobip products and APIs do not support WhatsApp or Viber voice calls:

- Moments
- Broadcast
- IVR API
- Voice Message API
- Click to Call API
- Number Masking API