Other platforms
Both SIP-based and WebRTC-based contact centers benefit from OVA’s robust AI capabilities. The integration enhances customer interactions by providing automated responses, maintaining conversation context, and enabling efficient handoffs to human agents when necessary. This flexibility makes OVA a versatile solution for modern contact centers looking to leverage the latest communication technologies for improved customer experiences.
SIP-Based Contact Center Integration with OVA
SIP (Session Initiation Protocol) is a widely used communication protocol for managing voice and video calls in contact center solutions. OVA seamlessly integrates with any SIP-based contact center, providing advanced virtual agent capabilities while leveraging the existing telephony infrastructure.
Key Features:
- Seamless SIP Integration:
OVA connects directly to SIP-based contact centers using SIP Trunking, which allows for reliable and secure call sessions. This integration enables OVA to receive, process, and respond to voice calls efficiently.
- Real-Time Voice Streaming:
The voice data from the SIP contact center is streamed to OVA in real-time. OVA’s Speech-to-Text module converts the voice input into text for analysis, and the Language Model processes the request to generate appropriate responses.
- Enhanced Call Handling:
OVA can manage a variety of use cases, from customer inquiries to automated appointment scheduling, using its AI capabilities. If the call needs human intervention, OVA can trigger a transfer back to the SIP contact center’s call queue, ensuring a smooth transition.
- Context Preservation:
The integration ensures that all call context (transcriptions, session data) is maintained during agent transfers, reducing the need for customers to repeat information when a live agent takes over.
- Scalability and Flexibility:
OVA’s SIP integration can handle multiple concurrent sessions, making it suitable for large-scale contact centers. It supports various SIP-based platforms such as Cisco Unified Communications Manager, Avaya Aura, and Genesys PureConnect.
Use Case Example:
A banking customer calls a support line handled by a SIP-based contact center. The call is routed to OVA for initial handling. The virtual agent gathers information (e.g., account details), verifies the caller’s identity, and provides answers to common inquiries. If the request is complex, the call is seamlessly transferred to a human agent with the full conversation context.
WebRTC-Based Contact Center Integration with OVA
WebRTC (Web Real-Time Communication) is a powerful technology that enables direct, real-time voice and video communication over the web. OVA integrates easily with WebRTC-based contact centers, providing an enhanced, modern customer experience through AI-driven virtual agents.
Key Features:
- Real-Time Web Communication:
OVA leverages WebRTC for direct, low-latency communication with the contact center. This integration allows voice and video data to be streamed to OVA in real-time, enabling interactive, dynamic conversations.
- AI-Driven Voice and Video Interactions:
OVA processes the streamed audio and video data using its Speech-to-Text and Language Model capabilities. This allows OVA to understand user queries and respond with synthesized speech, providing a natural and engaging interaction experience.
- Cross-Platform Compatibility:
WebRTC’s web-based nature allows OVA to be integrated into various platforms, including browser-based contact centers, mobile apps, and desktop applications. This flexibility makes it an ideal solution for modern, distributed contact center environments like Five9, Talkdesk, and Aircall.
- Smooth Handoffs to Live Agents:
If a complex request arises that requires human attention, OVA can trigger a transfer to a live agent while maintaining full conversation context. The transfer is managed seamlessly over the WebRTC connection, ensuring minimal disruption to the user experience.
- Secure Communication:
WebRTC supports end-to-end encryption, ensuring that all voice and video data transferred to OVA is secure. This makes it a reliable choice for industries requiring strict data privacy, such as healthcare and finance.
Use Case Example:
A customer uses a web-based support portal integrated with WebRTC for a video call with a service provider. The call is first handled by OVA’s virtual agent, which greets the user and gathers initial information through voice recognition. OVA identifies the user’s issue and provides relevant information. If the issue requires detailed assistance, the call is seamlessly handed off to a live agent without losing context, providing a smooth and efficient customer service experience.