No. The AI takes the call from your existing dialler or trunk over SIP, reads the customer from your CRM before it speaks, and when it needs a person it transfers the call on your trunk and pushes the summary to your agent desk by webhook. Your dialler, your CRM and your agent desk all stay. Replacing the dialler with ours is an option some clients take for the floor economics; it is never a condition of starting.
The objection, in the buyer's words
"Mera contact centre telephony software toh hai." We hear a version of this on most first calls, and in enterprise accounts it comes with a date: the Genesys or Cisco contract runs to 2027 or 2028 and nobody is going to rip it out for a pilot. Fair. The design answer is that the AI sits beside the stack rather than replacing it, and the integration page shows it moving with a Beside and Replace toggle.
Beside: what connects to what
- In: the call, over SIP from your dialler or trunk, with the headers the AI needs. And a lookup of the customer and plan from your CRM before the AI says hello.
- Across: when the AI needs a person, the call transfers on your trunk to your agent desk and the summary lands there by webhook, in the fields you map.
- Out: the disposition, the recording link and the transcript written back to your CRM after every attempt, so nobody reconciles two systems by hand.
Setup for each of those is priced once and sits on the quote. If live access to the CRM or core system will take longer than the pilot can wait, the programme starts on a file exchange and moves to an interface later.
Replace
Some floors, usually the 50 to 200 agent ones without a long CCaaS term, choose to let the AI's dialler place the calls and put their people on Vox Agent Desktop (Rs 2,000 per agent per month, transcripts and wrap-up on the same screen). The gain is one console for the AI and the people, one record, one QA view of every call, and telephony at cost; the price is the change itself. We will say which we think fits on the first call, and in a long enterprise contract it is usually Beside first.
Inside a long contract
Inside a Genesys or Cisco term, three arrangements work. Route one queue's outbound to the AI over SIP while the platform stays the system of record. Let the AI take the inbound overflow your floor cannot reach, with handover back onto your trunk. Or run a file-based pilot on a single campaign with no telephony change at all. All three keep the contract whole and produce a number by month three, which is what you will need when the renewal conversation with the CCaaS vendor comes round.
Questions people ask
Can voice AI work with our existing dialler?
Yes. The AI takes calls from your dialler or trunk over SIP and transfers to a person on your trunk. Genesys, Cisco, Ozonetel and similar stacks stay where they are.
Do our agents have to use a new console?
No. The handover summary reaches your existing agent desk by webhook. Vox Agent Desktop is an option, not a requirement.
We are mid-contract on a CCaaS platform. Can we still pilot?
Yes: route one queue over SIP, take the overflow, or run a file-based pilot with no telephony change. The contract stays whole.