> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usesimple.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# CCaaS Integrations

> Connect Simple AI to Five9, Genesys, NiCE CXone, Talkdesk, RingCentral, and other contact center platforms

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.

## Supported Platforms

| Platform                                             | How It Connects                                                      | Beyond SIP                                              |
| ---------------------------------------------------- | -------------------------------------------------------------------- | ------------------------------------------------------- |
| [Five9](/integrations/ccaas/five9)                   | SIP trunk with Five9-specific call headers                           | Call recording sync, live agent transfer, chat transfer |
| [Genesys](/integrations/ccaas/genesys)               | SIP trunk (Genesys Cloud BYOC or Engage SIP Server)                  | —                                                       |
| [NiCE CXone](/integrations/ccaas/nice-cxone)         | SIP backchannel driven by Studio scripts                             | Agent escalation via the Signal API                     |
| [Talkdesk](/integrations/ccaas/talkdesk)             | SIP trunk (BYOC) with Studio routing                                 | —                                                       |
| [RingCentral](/integrations/ccaas/ringcentral)       | SIP trunk (Cloud Connect or SIP peering)                             | —                                                       |
| [8x8](/integrations/ccaas/8x8)                       | SIP trunk with 8x8 Contact Center routing                            | —                                                       |
| [Amazon Connect](/integrations/ccaas/amazon-connect) | Contact flow transfer, or SIP via Chime SDK Voice Connector          | —                                                       |
| [Avaya](/integrations/ccaas/avaya)                   | SIP trunk from Session Manager or Experience Portal                  | —                                                       |
| [Cisco](/integrations/ccaas/cisco)                   | SIP trunk peering with CUCM route patterns and UCCX CTI route points | —                                                       |
| [Twilio Flex](/integrations/ccaas/twilio-flex)       | SIP trunk or TaskRouter-driven transfer                              | —                                                       |
| [Dialpad](/integrations/ccaas/dialpad)               | SIP trunk with Dialpad Ai Contact Center routing                     | —                                                       |
| [Zoom Contact Center](/integrations/ccaas/zoom)      | SIP trunk with Zoom flow routing                                     | —                                                       |

Not on the list? Any SIP-compatible platform connects the same way — see [SIP Integration](/sip-integration).

## 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.

## Choosing a Flow

| If you want                                                  | Use                                           |
| ------------------------------------------------------------ | --------------------------------------------- |
| The contact center to stay the front door for every call     | Inbound transfer to Simple AI                 |
| Bulk outreach with your existing compliance and pacing rules | Contact center dialer + transfer to Simple AI |
| The lowest possible connect time on outbound                 | Direct outbound through your SIP trunk        |
| The AI to deflect and escalate only when it cannot resolve   | Inbound transfer plus live agent escalation   |

## 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](mailto:support@usesimple.ai) to start. CCaaS integration is available on Enterprise plans.

## Related

* [SIP Integration](/sip-integration) — connection details, codecs, and call flows
* [Built-In Integrations](/integrations/built-in) — CRM, helpdesk, and notification integrations
* [Workflows](/integrations/workflows) — pre-call and post-call automation around each conversation