Inbound voice agents for the contact center
In short
A contact center voice agent answers inbound calls on the numbers you already own, looks up the caller's account in your systems, and resolves routine requests inside the rules you set. When a call needs a person, it transfers with the handoff announced, and calls can be recorded with their transcript and per-turn latency. Voice Agents answer inbound calls only, and each agent is tested against simulated callers before it takes a real one.
The problem
Contact centers answer the same calls all day: a declined card, a higher bill, a rescheduled appointment, the status of a claim. Menu-based IVR makes callers press through options before they reach anyone, queues spike at peak hours, and a caller who gets transferred often repeats the whole story. Staffing to the peak is expensive, and a voice bot that cannot look anything up or act on an account only moves the queue. The work needs an agent that holds a natural conversation, uses your systems within your rules, and knows when to hand the caller to a person.
What it moves
- Calls resolved without a transfer
- The share of calls the agent resolves end to end, by call reason.
- Time to answer
- How long callers wait to be answered, especially at peak hours.
- Transfer quality
- Whether transferred calls reach the right person with enough context that the caller does not repeat themselves.
- Response latency
- How quickly the agent replies on each turn, broken down by stage, so you know which stage to tune.
How the agent works
Step 1
Call connects
A caller dials a number you already own and your carrier routes the call over SIP to the voice agent. Web and app callers connect over WebRTC, and your own telephony stack can stream audio over a WebSocket.
Step 2
Understand the request
The agent transcribes each turn as the caller speaks, detects when they have finished, and works out what they need, asking a clarifying question when the request is unclear.
Step 3
Verify and look up
Where your policy requires it, the agent verifies the caller against your records, then looks up the account, booking or case through HTTP tools or MCP servers.
Step 4
Resolve within your rules
It answers from the live record or completes an action your rules allow, such as moving an appointment or resending a statement, and confirms it with the caller.
- Human review
Step 5
Transfer to a person
Disputes, complaints, anything outside its rules, or a caller who asks for a person go to a labeled transfer destination, with the handoff announced to the caller.
- Human review
Step 6
Review and test
Supervisors review recordings, transcripts and per-turn latency, turn a call that went wrong into a simulation scenario, and check simulation scores before a change reaches callers.
Controls
Deploy on Dynamiq Cloud, or self-host in your own AWS, Azure, GCP, IBM Cloud, OpenShift or Kubernetes environment, close to your telephony and account systems. Your numbers stay with your carrier; you point its SIP trunk at the agent. Our engineers set up the call flows, tools and transfer destinations with your contact center team and run simulations before the agent answers real calls.
- Inbound only
- Voice Agents answer calls that reach them on numbers, web and app sessions you own. There is no outbound dialer to govern.
- Transfers as a gate
- Disputes, account changes outside policy and anything the agent is unsure of go to a person, set up as labeled transfer destinations.
- Simulations before go-live
- Scripted callers with a persona, a goal and an expected outcome run against the deployed agent, scored by an LLM judge, before real callers reach it.
- Full call record
- Every call keeps its recording, transcript, tool calls and per-turn latency, so a disputed answer can be checked against what the caller heard.
- Scoped, expiring access
- Access keys can be scoped to one project and set to expire, so a leaked key exposes only that deployment.
Systems it connects to
- Phone numbers you own, over SIP (Twilio, Telnyx or your own carrier)
- Web and mobile callers over WebRTC
- Your telephony backend over WebSocket
- CRM (Salesforce, HubSpot, Microsoft Dynamics 365)
- Helpdesk and case systems (Zendesk, ServiceNow, Jira Service Management)
- Billing, booking and account systems, over API
- MCP servers for internal tools
- Policy and product knowledge bases
Built with
- Voice AgentsVoice Agents answer calls on the phone, the web or your own backend, reason with an LLM, and speak back, with every turn measured.
- EvalsScore an agent on a dataset before you ship, then keep scoring a sample of its live traffic after you deploy.
- IntegrationsConnect a workflow to 2,100+ app integrations, or point it at your own databases, warehouses and MCP servers.
- ObservabilityEvery run is traced and replayable, node by node, with the cost, latency and tokens each step used.
Industries
- Financial servicesBack-office automation, customer service by phone and chat, and KYC and AML work, on one governed platform your compliance team can audit.
- InsuranceAnswer policyholders by phone and chat, prepare claims and underwriting files, and keep an adjuster or underwriter approving every decision.
- TelecommunicationsAnswer subscriber calls and chats in their own language, reconcile billing, and give support and network teams answers with a citation attached.
- HealthcarePatient intake, referral and document review, and clinical knowledge assistants, with PII and prompt injection screened before a model reads anything.
- Government and public sectorCitizen services, benefits and permit review, and program reporting, with a person in the loop and your agency in control of the infrastructure.
Questions and answers
Can an AI agent answer our contact center calls?
Yes. Point your carrier's SIP trunk at a deployed voice agent and it answers calls on the numbers you already own, looks up the caller's account through your systems, and transfers to a person when a call needs one.
Does Dynamiq make outbound calls?
No. Voice Agents answer inbound calls only, over the phone, the web or your own backend. There is no outbound dialer.
Do we have to move our phone numbers?
No. Dynamiq does not sell phone numbers. Your numbers stay with your carrier, such as Twilio, Telnyx or your own, and its trunk points at the agent's SIP address.
Can it replace our IVR menu?
It can answer in place of a menu: callers say what they need in their own words, and the agent resolves it or transfers to the right destination. A common first step is a handful of high-volume call reasons, with everything else routed to your existing queues.
How is it tested before it takes real calls?
With simulations: scripted callers with a persona, a goal and an expected outcome run against the deployed agent, and an LLM judge scores pass rate, accuracy and experience. Voice-mode runs also report real latency percentiles.
Which languages can it handle?
Speech-to-text, the language model and the voice are chosen per agent from 15 voice model vendors, so the languages an agent handles depend on the models you pick for each deployment.
See this agent on your data.
Talk to our team. We will walk through how it works in your environment, with your systems.