Voice Gateway

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Last updated 9 months ago

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Voice Gateway

The Multi-Client Platform provides a range of services that enable the development of advanced virtual agents, including a voice gateway.

With the Voice Gateway, we can integrate virtual assistants into any Contact Center and Telephony platform.

Syntphony CAI provides capabilities to communicate with virtual assistants via VoIP telephony.

Through our own SBC (Session Border Controller) infrastructure we offer SIP capabilities, allowing you to receive calls directly from payphones, receive communications from service distributors and offer SIP trunks.

To integrate with virtual assistants, we incorporate STT / TTS technology (Currently, IBM Watson and Microsoft) that offers great flexibility and capabilities for understanding languages and allows the selection of voices and accents more appropriate to customise the capacity of the in each case. Index all conversations, and search by text and metadata, to access, replay and review calls.

There are different integration scenarios, but for the sake of simplicity we detail the two most general ones:

Integration via CPaaS

The call is received by the contact center platform (like Genesys Cloud or Amazon Connect).
Depending on the use cases, calls can be transferred to Syntphony CAI via the Voice Gateway using SIP.
Syntphony CAI handles the call using a virtual agent using STT to voice conversion and TTS to generate responses.
Syntphony CAI uses NLU to understand natural language.
If the call is resolved, Syntphony CAI hangs up. Otherwise, Syntphony CAI can transfer the call back to the contact centre.
Syntphony CAI leaves the call.

Direct call to Syntphony CAI

The Voice Gateway manages the reception of all calls which are referred by the telephone provider/Carrier to our SIP Trunk.
Syntphony CAI makes the first attempt resolution via a virtual agent using STT/TTS and NLP to interact with the customer.
In the case it is necessary for an agent handover, Syntphony CAI can transfer the call to the Contact Centre agent's pool.
Syntphony CAI leaves the call (with an SIP Blind Transfer) or can stay connected (with an SIP Transfer).

PreviousEnvironment Data Structure NextGenesys Cloud CX

Last updated 9 months ago

Was this helpful?

The Multi-Client Platform provides a range of services that enable the development of advanced virtual agents, including a voice gateway.

With the Voice Gateway, we can integrate virtual assistants into any Contact Center and Telephony platform.

Syntphony CAI provides capabilities to communicate with virtual assistants via VoIP telephony.

There are different integration scenarios, but for the sake of simplicity we detail the two most general ones:

Integration via CPaaS

The call is received by the contact center platform (like Genesys Cloud or Amazon Connect).
Depending on the use cases, calls can be transferred to Syntphony CAI via the Voice Gateway using SIP.
Syntphony CAI handles the call using a virtual agent using STT to voice conversion and TTS to generate responses.
Syntphony CAI uses NLU to understand natural language.
If the call is resolved, Syntphony CAI hangs up. Otherwise, Syntphony CAI can transfer the call back to the contact centre.
Syntphony CAI leaves the call.

Direct call to Syntphony CAI

The Voice Gateway manages the reception of all calls which are referred by the telephone provider/Carrier to our SIP Trunk.
Syntphony CAI makes the first attempt resolution via a virtual agent using STT/TTS and NLP to interact with the customer.
In the case it is necessary for an agent handover, Syntphony CAI can transfer the call to the Contact Centre agent's pool.
Syntphony CAI leaves the call (with an SIP Blind Transfer) or can stay connected (with an SIP Transfer).