Voice AI telephony integration: carriers, SLAs and global rollout
Blog post from Deepgram
Voice AI telephony integrations generally follow either a CPaaS media-streaming model, where platforms such as Twilio or Vonage retain call control and send audio over WebSockets, or an SBC/SIP hand-off model, where existing PBX or contact-center systems retain telephony control while an SBC such as AudioCodes VoiceAI Connect connects speech services like Deepgram. The choice affects media routing, fallback design, deployment complexity, and the ability to preserve existing call infrastructure. Production planning also requires detailed review of contractual uptime terms, which vary in measurement methods, exclusions, claims processes, and credit remedies, alongside independent carrier SLA coverage. Resilience depends on both SIP trunk failover and regional speech-service endpoints, with regional concurrency limits and latency monitoring affecting capacity planning. International deployment adds country-specific number eligibility, carrier-latency testing, data residency requirements, and potential use of private cloud or self-hosting. The recommended approach is to begin with a one-way transcription pilot on an existing trunk, validate real-call quality and regional performance, then expand to bidirectional voice interactions after confirming regulatory, availability, and provider-failover requirements.
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