The CCaaS platform provides three integration points into the voice channel:
Recording & transcription: Voice conversations can be recorded and transcribed. Following the provider pattern, CCaaS lets you bring your own transcriber or hook-in to pull and process. CCaaS also provides various configurations and tools for the voice channel, enabling you to quickly set up a personalized agent and customer experience.
Voice providers & adapters: Adapters follow the provider pattern; each should be built specific to the voice channel provider. CCaaS provides a Twilio voice adapter by default, which means that the platform integrates with Twilio as its default voice provider.
Softphone: CCaaS has a built-in pluggable softphone that can integrate with VNext, its primary agent tool. VNext helps you leverage all the benefits of the agent VA when using a softphone. CCaaS provides you a few different flavors of softphones.