Contact Center Platform Connectors
There is a wide range of possible combinations between cloud platforms, call center platforms, readily set up voice providers, and readily integrated backend systems (such as CRM platforms or ticketing systems). This page covers approaches to integrating Teneo with a Contact Center Platform.
There are many ways in which Teneo can be used with an integration to a contact center. Here, we will focus on handling voice calls and, in particular, routing voice calls.
There are three approaches to connecting a Contact Center Platform to Teneo.
A native connector where the call center platform can call Teneo directly
SIP (or WebRTC) trunking
Third-party native connector where we can use a proxy connector between the third-party product and Teneo
Contact Center Native connector
With a native connector, the contact center platform performs the call handling, speech to text (STT), session handling and calling Teneo, and text to speech (TTS). This leaves an API where Teneo can be called directly from the contact center platform with few or no intermediate layers.
Here is a list of our currently available native connectors, including those that are coming soon.
8x8 (coming soon)
Avaya (coming soon)
Five9 (coming soon)
Microsoft Teams (coming soon)
Nice (coming soon)
Sinch (coming soon)
Most CCs are compatible with using Teneo through a SIP trunk. However, it requires more components in the form of STT/TTS being set up and a phone integration to be provided which in turn introduces more complexity.
The voice gateway provides the call handling, interaction with the STT and TTS, session handling, and calling Teneo.
Here is a list of our SIP connectors, including those that are coming soon.
Azure (coming soon)
Twilio (coming soon)
Vonage (coming soon)
Third party connectors
With a native third-party connector (such as Google Cloud, and Amazon Lambda), the call handling, STT and TTS is handled either by the contact center platform or by the third party. A connector is then written for the third-party system where the session handling is implemented. This provides an opportunity where the third party is used as a proxy and provides an API through which Teneo can be called.