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Simple AI runs alongside your existing contact center. Your platform keeps ownership of routing, queues, agent state, workforce management, and reporting — Simple AI becomes another destination it can send conversations to, and a place it can take them back from. Every integration is built on standard SIP, so any contact center platform that supports SIP trunking works. Some platforms have additional native support on top of SIP, such as recording ingestion or chat transfer.

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Supported Platforms

Not on the list? Any SIP-compatible platform connects the same way — see SIP Integration.

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What the Integration Covers

  • Inbound to the AI — your platform answers the call, runs IVR and routing, then transfers the conversation to Simple AI.
  • Outbound campaigns — your dialer handles pacing, DNC compliance, and answering machine detection, then hands connected calls to Simple AI.
  • Direct outbound — Simple AI places calls itself through your SIP trunk with your caller ID, with no contact center in the middle.
  • Live agent escalation — Simple AI transfers back into your platform, to a specific queue, skill, agent, or external number.
  • Context on transfer — call metadata travels with the transfer in X- prefixed SIP headers, so the receiving agent’s screen pop and CRM record are already populated.
  • Analytics in one place — calls handled by Simple AI get the same transcripts, tags, analyzers, and scorecards as every other Simple AI conversation.

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Choosing a Flow

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Setup

Setup is the same shape on every platform, and your account team runs it with you:
  1. Share your platform details — the platform and edition you run, your SIP endpoint or trunk, auth method (IP allowlist or SIP digest), and the numbers involved in E.164 format.
  2. Simple AI configures the trunk — connection, authentication, number routing, codecs, and any platform-specific header mapping.
  3. You configure your platform — point the relevant routing at Simple AI’s SIP endpoint and allowlist our IPs.
  4. Test both directions — verify caller ID, audio quality, DTMF, transfers, and the metadata that arrives with an escalation.
Contact support@usesimple.ai to start. CCaaS integration is available on Enterprise plans.