Contact Center Integrations

Connect Contact Center AI with third-party contact center platforms to enable AI-powered voice automation and agent assistance. The integrations below cover SIP-based, WebSocket-based, and native connector approaches for the most widely used platforms.

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Available Integrations

Voice Automation

Integration	Protocol	Description
Talkdesk	WebSocket (WSS)	Integrate Kore Voice Automation with Talkdesk using a WebSocket-based flow for AI-powered IVA within Talkdesk Studio.
NICE CXOne	SIP	Connect Kore with NICE CXOne using SIP trunking and Studio scripting, including Signal API authentication and agent transfer.
Genesys Cloud CX	SIP INVITE	Set up Contact Center AI and Agent AI with Genesys Cloud CX via SIP INVITE, including Architect flows, external trunks, and DID configuration.
Zoom Contact Center	SIP	Integrate Kore Voice Automation with Zoom Contact Center using SIP, including experience flow creation, agent transfer, and conversation summary retrieval.
Amazon Connect	SIP	Integrate Kore Voice Automation with Amazon Connect using external voice transfer to enable call routing between Amazon Connect and a Voice Gateway, with support for agent handoff via the Amazon Connect desktop.
Genesys Integration using Voice Automation and Audio Connector	SIP	Configure inbound call handoff from Genesys Cloud CX to Contact Center AI (CCAI) for automation and transfer the call to a live agent while displaying Agent AI on the Genesys Agent Desktop.

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Integration Approaches

• SIP-based: Establish a SIP trunk between the contact center platform and Kore to route calls for AI handling and agent escalation. Used by NICE CXOne, Genesys Cloud CX, and Zoom Contact Center.

• WebSocket (WSS): Stream audio in real time over a secure WebSocket connection. Used by Talkdesk for low-latency voice automation.

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Common Setup Steps

Regardless of platform, most integrations follow a similar pattern:

1. Configure a Kore voice bot — train with use cases and set up escalation flows.
2. Set up the inbound routing — create studio scripts, Architect flows, or routing profiles in the contact center platform.
3. Establish the connection — configure SIP trunks or WebSocket endpoints.
4. Enable agent transfer — map escalation triggers in both Kore and the contact center platform.
5. Test end-to-end — verify call flow, bot responses, and agent handoff behavior.

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