Contact center connections
Your contact center. Connected.
Keep the queues, agent workflows and customer context your contact center runs. Use Bird for the telephone connection, numbers and call evidence, with an integration plan that covers normal traffic and the calls that need another path.
Responsibility map
Your contact center, connected
- 1
Bird Voice
Numbers · SIP connectivity · call records
- 2
Your contact center
Queues · transfers · conferences · agents
- 3
Your business systems
Customer context · actions · outcomes
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Read more customer storiesHow does Bird connect to a contact center?
Connect a SIP-capable contact center or PBX to Bird trunks. Incoming numbers route calls to your delivery gateways; the contact center handles queues, agent selection, transfers and conferences. Outbound calls use the trunk and an eligible caller identity. Evaluate these boundaries together before moving traffic.
Plan for the calls that cross a boundary.
From a queue to a person
Keep the queue, routing rules and customer record in the system that already owns them. Test what happens when no agent answers, a queue closes or a gateway becomes unavailable.
From an agent to a conference
Conferencing and transfer behavior depend on your PBX or application. Check signaling, participant changes, caller identity and media on every leg. A working basic call is only the first integration check.
From an AI assistant to your team
Define the point where a conversation moves to a person and the context that accompanies it. Test interruption, transfer failure and the experience when nobody can take the call.
Bring an operating brief, then prove one complete journey.
Document peak concurrent calls, calling rate, countries, number inventory and the service requirements your team works to. Review the proposed architecture with a Voice specialist. Run a representative journey through connection, handling, recording where needed and final reconciliation before widening the rollout.
Ownership
Name the systems responsible for queues, conferences, recording, speech and customer data. Assign an operational owner to each handoff.
Continuity
Keep a tested route back to the existing service. Agree on the signals that stop a rollout and the person who can restore the previous route.
Evidence
Measure answer rate, audio behavior, failure stage and customer task completion separately. Review results by destination and call path.
Questions before you connect
Does a SIP trunk replace my contact center software?
Can the Bird browser phone replace a full agent desktop?
How should we plan a larger migration?
Build the rest of the calling path
Voice overview Choose the calling path for your customer journey.
SIP trunking Connect your PBX, softphone or SIP application to the telephone network.
Voice numbers Coordinate number routing and caller identity.
AI Voice Bring a conversational runtime to the phone, with your context, tools and handoff.
Voice pricing Review the current destination rates and call components.
Related resources
Continue with the documentation, guides and examples for this topic. Resources are in English.
Talk to our Voice team
Bring your contact center architecture.
Share your PBX, number inventory, destinations and peak traffic. Work through the integration and evaluation plan with a Voice specialist.