--- title: Contact Center Solution Telnyx canonical: https://telnyx.com/solutions/contact-center --- # Contact Center Solution Telnyx **Contact center** # AI contact center infrastructure, owned end to end. AI handles intake, humans handle escalation, and the caller never hears the seam. Voice AI agents, speech and telephony on one private network, under one contract. [Book a demo](https://telnyx.com/contact-us)[Why calls get answered](#ownership) Countries, licensed carrier 45+ Attestation level, signed at origin A Continents with GPUs 4 Bill 1 **14,000+ industry-leading companies choose Telnyx** 01 — Ownership ## Answered, not spam filtered. On a multi-vendor stack, 30 to 40% of outbound calls never ring: attestation is inherited from whoever owns the trunk, and carriers filter what they cannot verify. We sign calls as the originating carrier, the highest trust level the network supports. Telnyx, the originating carrier. Attestation A Your contact centerTelnyx, the carrierAttestation A, signed at origin 20 to 30% higher answer rates against a multi-vendor baseline. Stitched stack: voice AI platform + CPaaS + carrier. Attestation B or C Your contact centerVoice AI platformCPaaSUnderlying carrierAttestation B or C, inherited Each connector on the stitched path is a vendor boundary; trust can only be passed on, never raised. For example Vapi or Retell on Twilio. Only the originating carrier can sign A-level. We are the originating carrier. 02 — Physics ## 500 ms per turn. Spend it on the answer. STT, LLM and TTS run on GPUs we own, in the same racks as the media plane, with the agent on Edge Compute beside them. Network round trip stays under 200 ms, so nothing crosses a vendor between hearing and speaking. Telnyx architecture, one turn 0 vendor boundaries·0 internet transits·attestation A Caller speaksPSTN Stateful actor+AgentSDK STTInferenceTTS +Business logic PSTNCaller hears <500 ms latency Overall architecture. Call audio runs PSTN, STT, Inference, TTS, PSTN on one line; AgentSDK orchestrates it from the Stateful actor runtime, with business logic beside it. 03 — Composition ## Pick a use case and watch the blocks light up. The same primitives, composed per job, on one control plane. Five vendors taking margin becomes one that owns the stack; typical savings run 40 to 60% at scale, a consequence of ownership rather than a promotion. Loading... One platform. One bill. No fingerpointing. [Voice API](https://telnyx.com/products/voice-api)[SIP Trunking](https://telnyx.com/products/sip-trunks)[TeXML](https://telnyx.com/products/texml)[WebRTC](https://telnyx.com/products/webrtc)[Conversation Relay](https://telnyx.com/products/conversation-relay)[SMS API](https://telnyx.com/products/sms-api)[MMS API](https://telnyx.com/products/mms-api)[RCS](https://telnyx.com/products/rcs)[WhatsApp Business](https://telnyx.com/products/whatsapp-business-api)[Short code](https://telnyx.com/products/sms-short-code)[10DLC](https://telnyx.com/products/10dlc-registration)[Alphanumeric sender ID](https://telnyx.com/products/alphanumeric-sender-id)[Email API](https://telnyx.com/products/email-api)[Global numbers](https://telnyx.com/products/phone-numbers)[Toll-free numbers](https://telnyx.com/products/toll-free-numbers)[Number porting](https://telnyx.com/products/number-porting)[Fax API](https://telnyx.com/products/fax-api)[Microsoft Teams](https://telnyx.com/products/enterprise-integrations-ms-teams)[Zoom Phone](https://telnyx.com/products/enterprise-integrations-zoom-phone)[Voice AI Agents](https://telnyx.com/products/voice-ai-agents)[Text-to-Speech](https://telnyx.com/products/text-to-speech-api)[Speech-to-Text](https://telnyx.com/products/speech-to-text-api)[Voice Design](https://telnyx.com/products/voice-design-lab)[Agent Browser](https://telnyx.com/products/agent-browser)[Meeting Bot](https://telnyx.com/products/meeting-bot)[Web Search API](https://telnyx.com/products/web-search-api)[Deepfake Detection](https://telnyx.com/products/deepfake-detection)[Branded Calling](https://telnyx.com/products/branded-calling)[Verify API](https://telnyx.com/products/verify-api)[Number Lookup API](https://telnyx.com/products/number-lookup)[Number Reputation](https://telnyx.com/products/number-reputation)[Virtual Cross Connects](https://telnyx.com/products/programmable-networking)[Cloud VPN](https://telnyx.com/products/cloud-vpn)[Global IP](https://telnyx.com/products/global-ip)[IoT SIM Card](https://telnyx.com/products/iot-sim-card)[eSIM](https://telnyx.com/products/esim)[Private Wireless Gateways](https://telnyx.com/products/iot-vpn)[Mobile Voice](https://telnyx.com/products/mobile-voice)[Functions](https://telnyx.com/products/functions)[StatefulActor](https://telnyx.com/products/stateful-actors)[KV](https://telnyx.com/products/kv)[SQLDB](https://telnyx.com/products/sqldb)[Inference](https://telnyx.com/products/inference)[AgentSDK](https://telnyx.com/products/agentsdk)[Embeddings API](https://telnyx.com/products/embeddings-api)[Missions](https://telnyx.com/products/missions)[LiveKit on Telnyx](https://telnyx.com/products/livekit-on-telnyx)[Object Storage](https://telnyx.com/products/storage)[CloudFS](https://telnyx.com/products/cloudfs)[Zendesk](https://telnyx.com/integrations/zendesk) 04 — Proof ## Running in production, at scale. * Replicant ### 3 s to under 1 s Talk time latency, with voice cost down 86%. Hundreds to hundreds of thousands of calls a day on the same media path. [Read the story](https://telnyx.com/customer-stories/replicant) * ### 2 weeks to integrate Down from two to three months. Voice API for voice biometrics and SIP for the agent copilot. [Read the story](https://telnyx.com/customer-stories/liveperson) * Ensurity Group ### 20M calls a year Across 14 companies, up from 15 to 18 million, on SIP trunking, Number Lookup and Voice AI Agents. [Read the story](https://telnyx.com/customer-stories/ensurity-group) * Replicant ### 3 s to under 1 s Talk time latency, with voice cost down 86%. Hundreds to hundreds of thousands of calls a day on the same media path. [Read the story](https://telnyx.com/customer-stories/replicant) * ### 2 weeks to integrate Down from two to three months. Voice API for voice biometrics and SIP for the agent copilot. [Read the story](https://telnyx.com/customer-stories/liveperson) * Ensurity Group ### 20M calls a year Across 14 companies, up from 15 to 18 million, on SIP trunking, Number Lookup and Voice AI Agents. [Read the story](https://telnyx.com/customer-stories/ensurity-group) 05 — Migration ## You don't have to replace your CCaaS to start. The common path is not a rip and replace. We land underneath what you already run, prove quality and cost on live traffic, and the AI layer moves when there is a reason to. 1. 01Carrier first We sit under Talkdesk, Genesys, UJET or your own stack as the SIP carrier. Nothing above changes; the rate and attestation do. 2. 02Port the numbers Hours, not weeks, free from the US and Canada, in programmatic batches. 3. 03TwiML runs unchanged Point existing applications at TeXML. This is the step that removes the rewrite from the business case. 4. 04AI intake last Move intake, transcription and summarization onto our GPUs when the latency argument has been proved on your own traffic. > “Telnyx has structured their API in a way that makes it very easy to move from other similar providers in the space.” Dave Bullock, Chief Technology Officer, UJET [Read the story](https://telnyx.com/customer-stories/ujet) 06 — Compliance ## One DPA. One audit. Not five. We are a licensed carrier in 45+ countries, regulated as communications infrastructure rather than a SaaS vendor. Voice data, including PII and PHI, stays inside one network boundary. HIPAA and a BAA on every plan, and in-region processing by architecture rather than configuration. * SOC 2 TYPE II * HIPAA + BAA * PCI * GDPR * ISO 27001 ### What a security review asks * →Who signs the call, and at what attestation level * →Where do recordings and transcripts physically sit * →Which model vendors see customer audio * →One vendor to assess, or five ## Hear the difference Book a demo on your own traffic, or start on the API today. Every rate is published. [BOOK A DEMO](https://telnyx.com/contact-us)[SIGN UP](https://telnyx.com/sign-up) ## FAQ ### Do you replace our CCaaS? Not necessarily, and usually not first. Bring us in as the carrier under Talkdesk, UJET or Genesys today and nothing above it changes. Several platforms in this category already run on our network underneath. ### We already have Vapi or Retell working. ### Can we keep our own models? ### What does migration actually take? ### Is HIPAA charged as an extra? [Start building](https://telnyx.com/sign-up) CHOOSE BY USE CASE OR PRODUCT Use caseProducts * Intake and triageAI answers, agent escalation with context * Escalation with contextTranscript, intent and identity travel with the call * After hours overflow24/7 without staffing the night * Outbound callbacksBranded, signed, in the caller's language * CommsVoice API * CommsSIP Trunking * CommsTeXML * CommsGlobal numbers * AIVoice AI Agents * AIText-to-Speech * AISpeech-to-Text * EdgeStatefulActor * EdgeInference * EdgeAgentSDK * EdgeObject Storage * IntegrationZendesk RESULTS cURL ``` # intake and triage — create the agent# same endpoint for every workloadcurl -X POST https://api.telnyx.com/v2/ai/assistants \ -H "Authorization: Bearer $TELNYX_API_KEY" \ -H "Content-Type: application/json" \ -d '{ "name": "intake", "model": "meta-llama/Meta-Llama-3.1-8B-Instruct", "instructions": "Answer, triage, summarize. Escalate to a person with the transcript attached." }'# 11 primitives · 1 vendor · 1 bill ``` Intake and triage Primitives composed 11 of 50 Est. latency budget \~460 ms Est. unit cost (all-in) $0.05/min Vendors required 1 SELECT USE CASE * Intake and triageAI answers, agent escalation with context * Escalation with contextTranscript, intent and identity travel with the call * After hours overflow24/7 without staffing the night * Outbound callbacksBranded, signed, in the caller's language SELECT USE CASE * Intake and triageAI answers, agent escalation with context * Escalation with contextTranscript, intent and identity travel with the call * After hours overflow24/7 without staffing the night * Outbound callbacksBranded, signed, in the caller's language OR SELECT PRODUCT * CommsVoice API * CommsSIP Trunking * CommsTeXML * CommsWebRTC * CommsConversation Relay * CommsSMS API * CommsMMS API * CommsRCS * CommsWhatsApp Business * CommsShort code * Comms10DLC * CommsAlphanumeric sender ID * CommsEmail API * CommsGlobal numbers * CommsToll-free numbers * CommsNumber porting * CommsFax API * CommsMicrosoft Teams * CommsZoom Phone * AIVoice AI Agents * AIText-to-Speech * AISpeech-to-Text * AIVoice Design * AIAgent Browser * AIMeeting Bot * AIWeb Search API * IdentityDeepfake Detection * IdentityBranded Calling * IdentityVerify API * IdentityNumber Lookup API * IdentityNumber Reputation * NetworkVirtual Cross Connects * NetworkCloud VPN * NetworkGlobal IP * NetworkIoT SIM Card * NetworkeSIM * NetworkPrivate Wireless Gateways * NetworkMobile Voice * EdgeBuild * EdgeFunctions * EdgeStatefulActor * EdgeKV * EdgeSQLDB * EdgeInference * EdgeAgentSDK * EdgeEmbeddings API * EdgeMissions * EdgeLiveKit on Telnyx * EdgeObject Storage * EdgeCloudFS * IntegrationZendesk * IntegrationCCaaS / CRM RESULTS cURL ``` # intake and triage — create the agent# same endpoint for every workloadcurl -X POST https://api.telnyx.com/v2/ai/assistants \ -H "Authorization: Bearer $TELNYX_API_KEY" \ -H "Content-Type: application/json" \ -d '{ "name": "intake", "model": "meta-llama/Meta-Llama-3.1-8B-Instruct", "instructions": "Answer, triage, summarize. Escalate to a person with the transcript attached." }'# 11 primitives · 1 vendor · 1 bill ``` Intake and triage Primitives composed 11 of 50 Est. latency budget \~460 ms Est. unit cost (all-in) $0.05/min Vendors required 1 RESULTS cURL ``` # intake and triage — create the agent# same endpoint for every workloadcurl -X POST https://api.telnyx.com/v2/ai/assistants \ -H "Authorization: Bearer $TELNYX_API_KEY" \ -H "Content-Type: application/json" \ -d '{ "name": "intake", "model": "meta-llama/Meta-Llama-3.1-8B-Instruct", "instructions": "Answer, triage, summarize. Escalate to a person with the transcript attached." }'# 11 primitives · 1 vendor · 1 bill ``` Intake and triage Primitives composed 11 of 50 Est. latency budget \~460 ms Est. unit cost (all-in) $0.05/min Vendors required 1 ### Ask AI * [![GPT](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/chatgpt_icon-ea55e09d.jpeg?width=92&format=webp)](https://chat.openai.com/?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Claude](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/claude_icon-c7c8eef3.webp?width=92&format=webp)](https://claude.ai/new?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Perplexity](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/perplexity_icon-cd5b74f1.webp?width=92&format=webp)](https://www.perplexity.ai/search?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Gemini](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/gemini_icon-4ff1cbf4.webp?width=92&format=webp)](https://www.google.com/search?udm=50&aep=11&q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Grok](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/grok_icon-e588e5bd.webp?width=92&format=webp)](https://x.com/i/grok?text=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.)