Integrations / Bring your own telephony / Genesys
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Dialer integration

AI voice agents for Genesys

SquadStack.ai connects to Genesys, so you can keep Genesys and add AI voice agents. Genesys keeps running your queues and your human agents. When the customer answers, the call goes to our agent over SIP or as an audio stream, and the outcome, recording and transcript come back to your system.

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At a glance

Category
Contact centre platform
Connection
SIP handoff or WebSocket audio streaming
Your side
Lead management, pacing and dialing
Our side
The AI conversation and call outcomes
Data out
Disposition, recording, transcript, transfer flag
Built by
SquadStack.ai integrations team

What moves between Genesys and SquadStack.ai

From Genesys

  • The answered call, over SIP or as an audio stream
  • Campaign ID, lead ID and your call ID
  • Customer details the agent needs

Back to Genesys

  • Disposition and outcome
  • Recording and transcript links
  • Whether a human transfer is needed
  • Your call ID echoed back for matching

How we connect to Genesys

1

Scoping

Your telephony team confirms how your Genesys setup can hand over calls, and the IPs we need to allow.

2

Network

We test connectivity and audio between both systems.

3

Metadata

We check that the right agent starts for each campaign and every field arrives.

4

Go live

End-to-end test calls, then sign-off and a phased ramp.

Security for every integration

SquadStack.ai is ISO 27001, ISO 27701 and SOC 2 Type II certified, and DPDP and TRAI compliant. Customer data stays in India on AWS Mumbai. Integrations run over TLS with bearer tokens and IP whitelisting on both sides, and personal details like Aadhaar and PAN are redacted before they reach the language model.

Certificates and security reports on our Trust Center

Frequently asked questions

Does an AI voice agent work with Genesys?

Yes. SquadStack.ai connects to Genesys over SIP handoff or audio streaming. Your contact centre platform places the call and our agent runs the conversation.

Who manages lead pacing and retries?

Your Genesys setup does. SquadStack.ai handles the conversation and returns the outcome.

Can the AI transfer the call back to our agents?

Yes. On your own SIP setup the transfer is a cold transfer today, with the outcome and transcript sent to your system after the call.

What do you need from our Genesys team?

Whether your setup supports SIP transfer or audio streaming, the IPs to allow, and a test campaign with a few test leads.

Do we need to change our Genesys routing?

Only to send answered calls to our endpoint for the campaigns you choose. The rest of your routing stays as it is.

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Or use ours

Last updated 31 October 2026