Connect Architecture & Specs
Enterprise-grade CCaaS backend — 4-provider telephony (Twilio, Telnyx, Vonage, Plivo), 12 subsystems (analytics, dashboard, social, compliance, broadcast, workflow, IVR, recording, copilot, WhatsApp, overflow, SLA), Power Dialer orchestration, Visual IVR Builder, AI Call Copilot, Cyber-Physical Kiosk integration.
Performance & Contact Center Metrics
WebRTC Softphone Latency
<150ms end-to-end
Power Dialer Auto-Advance
Configurable delay (default 5s)
Broadcast Throughput
10,000+ messages/hour with 10DLC throttling
Analytics Query
Sub-second for 30-day reports
Sentiment Analysis Latency
<50ms (Wasm edge)
Concurrent Agents
500+ per tenant
1. Power Dialer Orchestration
| State | Description |
|---|---|
| `active` | Dialer advancing through call list |
| `paused` | Auto-advance suspended; agent can manually advance |
| `completed` | Call list exhausted |
| `abandoned` | Session ended before the list finished |
2. Visual IVR Builder
| Type | Description |
|---|---|
| `gather` | Collect DTMF digits from caller |
| `say` | Text-to-speech announcement |
| `dial` | Transfer to external number or agent queue |
| `voicemail` | Record message with optional transcription |
| `transfer` | Direct transfer to specified destination |
| `hangup` | Terminate the call |
| `menu` | Interactive menu with digit → branch mapping |
| `redirect` | Redirect to another flow |
| `neural_voice_agent` | Inject AI voice agent personality |
3. Broadcast Campaign Engine
| Channel | Features |
|---|---|
| SMS | Text, links, short codes |
| MMS | Images, videos, vCards |
| Templates, rich media, quick replies | |
| RCS | Branding, carousels, AI chat |
| HTML templates, attachments |
4. Advanced Analytics Pipeline
Multi-channel messaging across SMS, MMS, WhatsApp, RCS, and Email runs with per-carrier throttling and DNC scrubbing built in, and the Analytics engine provides comprehensive reporting across every communication channel.
Metric Types:
- Overview: Total conversations, messages, calls with period-over-period trends
- Agent Performance: Handle time, first response time, CSAT, conversion rates
- Channel Analytics: Volume and efficiency by channel
- Queue Health: Wait times, abandon rates, service level (X% answered in Y seconds)
- Conversation Intelligence: Sentiment trends, topic extraction, keyword frequency
Time Series Support: Metrics support multiple granularities (minute, hour, day, week, month) for trend analysis. Percentile calculations (p50, p95, p99) for latency analysis.
Time Range Presets: today, yesterday, last_7_days, last_30_days, this_month, last_month, custom
Custom Dashboards: Administrators configure widget-based dashboards with drag-and-drop placement. Widgets include metric cards, time-series charts, bar/pie charts, leaderboards, and table grids.
5. Cyber-Physical Kiosk Integration
Aeion Bridge connects physical devices to the agent inbox via WebRTC.
Kiosk Types:
- Drive-thru speaker systems
- Mall/installation terminal buttons
- Elevator emergency stations
- Queue management ticket dispensers
Connection Flow:
- Physical button press triggers Bridge hardware event
- Bridge establishes WebRTC audio/video session
- Session routes to available agent with
kioskrouting skill - Agent sees kiosk caller in Omnichannel Inbox with location context
- Audio/video appears as native conversation in the timeline
Configuration: Kiosks are registered with location metadata (address, zone, terminal ID). Agents see this context before answering, enabling geographically-relevant greetings.
6. Click-to-Call Receiver + Supervisor Matrix
| Provider | Supervision |
|---|---|
| Twilio | Full — Voice SDK + phone (monitor / whisper-coach / barge) |
| Telnyx | Phone-based supervision |
| Plivo | Phone-based supervision |
| Vonage | No live coaching support |
Capability Surface — Selected Subsystems
Analytics
Cross-channel analytics aggregation + agent leaderboards
Dashboard
Real-time wallboard + supervisor dashboards + queue health
Social
Social DM ingestion (Twitter / LinkedIn / Facebook / Instagram) + threading
Compliance
A2P 10DLC + TCPA + DNC scrubbing + PII redaction
Broadcast
High-volume SMS / WhatsApp / MMS campaigns with throttling
Workflow
Multi-step sequence engine + auto-unenroll + branching
IVR
Visual IVR Builder — gather / say / dial / voicemail + Neural Voice Agent nodes
Recording
Call recording lifecycle + retention enforcement
AI Call Copilot
Live transcription + sentiment + proactive tips
WhatsApp Business
Templates + interactive messages
Overflow
Callback offers + voicemail drops + alt-routing
SLA
Per-channel SLA tracking + breach alerts + escalation
Telephony providers
Twilio, Telnyx, Vonage, Plivo — each swappable without changing the rest of your setup
Live transcription
Real-time agent-screen captions + post-call analysis
Telehealth
HIPAA-compliant video session support
Social DM adapters
Twitter / LinkedIn / Facebook / Instagram, each with clear on/off connection status
Transcription usage
Per-tenant minute tracking + budget enforcement
Routing
Skill-based + sentiment-based routing decisions
Recording storage
Your choice of storage backend (S3-compatible BYOB)
Cyber-physical kiosk
WebRTC button-press → agent inbox
Softphone
WebRTC softphone integration for agent stations
Background queue
Reliable async processing for broadcast sends, recordings, and other long-running tasks
Caption broadcaster
Real-time caption broadcast for live transcription