OrOnTelephony platforms
SIP trunks, Twilio, Genesys, Avaya, Five9, Amazon Connect and Microsoft Teams. The agent joins as another endpoint, no replacement of your contact centre.
Integrations
If it has an API,
the agent can act on it
An agent that can only talk is a expensive answering machine. The value appears when it can look up the order, move the delivery, file the claim and write the record, during the call, inside your systems, with your permissions.
RESTAny API
Week 1Mapping starts
2-wayRead and write
LiveIn-call actions
What connects
Telephony in,
business systems around
Two integration surfaces matter: the phone line the caller arrives on, and the systems holding the answer they need.
CRM and sales systems
Salesforce, HubSpot, Microsoft Dynamics, Pipedrive and Zoho. Reads history before speaking, writes disposition and notes as the call proceeds.
Operations systems
WMS, TMS, ERP, order management and billing. Status lookups, rescheduling and changes executed live rather than logged as a request.
Enterprise and booking
EMR and practice management over HL7/FHIR, plus scheduling systems for booking, rescheduling and reminder workflows.
Ticketing and service
Zendesk, ServiceNow, Freshdesk and Jira Service Management, tickets created, updated and closed with transcript attached.
Anything with REST
Internal services, legacy systems behind a gateway, custom middleware. If you can expose an endpoint, the orchestrator can call it mid-conversation.
How it works
How integration actually goes
Mapping starts in week one, because integration is almost always the real critical path.
Inventory
We list the systems a call needs to touch, the fields involved and the permissions required.
Connect
Credentials, network access and sandbox environment agreed with your security team.
Map
Fields, intents and actions mapped, with read and write behaviour defined per scenario.
Validate
Tested against your sandbox, then supervised production traffic with rollback available.
- Under 200ms budget for in-conversation system calls
- Read before speaking, write while the call is live
- Sandbox-first integration with your security team involved
- Graceful behaviour when a downstream system is slow or down
- Scoped credentials with least-privilege access
- Every system call logged in the conversation audit trail
Mapping starts in week one and is usually complete by the end of week two for three to five systems. Integration is nearly always the critical path in a deployment, which is why we start it before agent tuning rather than after.
The agent has a latency budget for system calls and handles overruns conversationally, acknowledging the caller, filling naturally, and falling back to a callback or human transfer if a system is genuinely unavailable. It does not sit in silence.
No. Integration is built and validated against your sandbox first. Production write access is granted at cutover, scoped to least privilege, and every call is logged in the audit trail.
Usually yes, through a thin middleware layer or an existing integration bus. We have connected agents to mainframe-era systems via gateways where a direct API was never going to exist.
Whatever you already run. The agent joins your existing stack as an endpoint, so there is no benefit to switching platforms for our sake, and considerable operational risk in doing so.
Contact
Map your systems with our team
Tell us the use case and the volume. We come back within one business day with a scoped pilot, a timeline and a number.
Contact Us