Supported voice integrations
Amazon Connect
- Purpose: Integrate PolyAI voice agents with Amazon Connect for automated call handling and live-agent handoffs.
- Features: DynamoDB-backed contact flows, secure data exchange, and Connect analytics integration.
Genesys Cloud
- Purpose: Connect PolyAI with Genesys Cloud using BYOC (Bring Your Own Carrier) trunks for scalable call handling.
- Features: Sequential failover, custom SIP headers, and flexible data transfer.
NICE CXone
- Purpose: Integrate PolyAI with NICE CXone to enable pseudo-number routing and Signal API-based handoffs.
- Features: Signal API with custom parameters, pseudo-number routing.
Five9
- Purpose: Route calls to PolyAI agents using Five9’s flexible SIP trunking options.
- Features: Routing with authentication tokens or dialed extensions, with metadata exchange during transfers.
Twilio
- Purpose: Use PolyAI with Twilio’s voice platform for programmable voice solutions and flexible call management.
- Features: Twilio Marketplace connector, TwiML/Studio routing, Flex handoff with context passing.
DNIs Pool
- Purpose: Use a rotating pool of DNI numbers to pass metadata to PolyAI when PSTN or SIP headers are unavailable.
- Features: Send custom metadata to be processed at the start of the call to tailor the conversation for your customers.
Custom SIP
- Purpose: Support custom SIP trunk configurations tailored to unique client-specific requirements.
- Features: SIP header access, caller/callee numbers, SIP INVITE and REFER transfers.
Getting started
- Review the detailed documentation for each integration to identify the best platform for your environment.
- Ensure you have the required credentials, tokens, and permissions to configure the integration.
- Follow the setup guides in the respective documentation to enable PolyAI functionality with your chosen voice platform.