Use the Call Center Voice Agent Accelerator

For call center solutions, use Microsoft Foundry voice agents (preview) with native telephony integration, especially for Teams Phone extensibility (TPE) and Twilio. Foundry manages the telephony integration for inbound and outbound calls, rather than requiring your application to implement it.

For existing Voice Live telephony solutions, including accelerator-based applications, migrate to Foundry voice agents for native telephony integration. Start by creating a voice-based prompt agent. Then follow Integrate telephony channels with a voice agent to configure TPE or Twilio and connect your phone number.

If you need application-managed telephony integration with the Voice Live API, use the Call Center Voice Agent Accelerator. This solution template helps you build real-time speech-to-speech agents for call center self-service scenarios. The following overview describes this accelerator approach, not the native Foundry telephony integration.

Solution overview

This solution provides an end-to-end framework for creating scalable, efficient, and low-latency call center voice agent experiences.

The Azure Voice Live API provides a single, unified interface that integrates speech recognition, generative AI, and text-to-speech functionalities.

The Azure Communication Services Call Automation APIs provide the telephony integration. You can use either an ACS provided number or direct routing using Session Initiation Protocol (SIP) with your existing PSTN carrier or third-party PBX (see Use direct routing to connect existing telephony service).

Alternatively, telephony integration is supported through third-party providers' audio connectors, including:

• Twilio Media Streams
• Infobip Calls
• Genesys AudioHook
• Sinch Voice
• Bandwidth Voice
• Vonage Voice

Related content

• Learn more about Voice Live API.