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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

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Voice Automation

IntegrationProtocolDescription
TalkdeskWebSocket (WSS)Integrate Kore Voice Automation with Talkdesk using a WebSocket-based flow for AI-powered IVA within Talkdesk Studio.
NICE CXOneSIPConnect Kore with NICE CXOne using SIP trunking and Studio scripting, including Signal API authentication and agent transfer.
Genesys Cloud CXSIP INVITESet up Contact Center AI and Agent AI with Genesys Cloud CX via SIP INVITE, including Architect flows, external trunks, and DID configuration.
Zoom Contact CenterSIPIntegrate Kore Voice Automation with Zoom Contact Center using SIP, including experience flow creation, agent transfer, and conversation summary retrieval.

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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.