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Voice providers and adapters

Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Voice providers and adapters

channel integration voice adapter

Voice providers

Voice providers are also referred to as communication platforms as a service (CPaaS). They are usually cloud-based, and typically have protocols for actions like inbound/outbound calls, adding/removing participants to a call, putting a participant on hold or mute, and more.

CCaaS uses Twilio as its default CPaaS.

Voice adapters

Voice adapters allow conversations to flow between voice providers and the CCaaS platform. They understand and translate messages, actions, and events the two.

Every CPaaS should have its voice adapter registered as a resource in the platform resource manager. You can choose not to use the default platform offerings, and plug in your own CPaaS instead. In that case, you should write the adapter implementation for your chosen provider. Follow the tutorial section to build one: Bring your own voice provider.

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