This path builds an AI-native contact center where AI and human agents work one shared queue. Calls arrive on your trunks. An IVR routes them. The ACD picks an agent (AI or human). Warm handoff moves a live call between agents. The sidebar now shows only these steps. Follow them with Next.

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What you’ll build

You will build:
  • Carrier connectivity and numbers.
  • A visual IVR flow.
  • Skill-based routing across AI + human agents.
  • Third-party call control (CSTA CTI) for agent workstations.
  • Warm/consultative handoff.
  • Live wallboards.
  • Multi-node availability.
1

The blueprint

Building AI-native contact centers covers the shared-queue model, the agent desktop, the IVR, and supervisor tools.
2

Connect the phone network

SIP trunking and number provisioning.
3

Route the calls

PBX / ACD integration covers skills, queues, and the routing logic.
4

Drive it from an ISV app (CSTA)

CTI overview, call control, and agent state.
5

Hand off & watch

AI-to-human handoff and production dashboards.
6

Make it resilient

High availability across multiple nodes.
If you need only the AI agent and not the whole center, use the shorter Voice Agent path.