CONTACT VOICE RUNTIME

The voice engine behind every live call in Contact

The Contact voice runtime runs the live phone call: IVR, prompts, retries, transfers, queue entry and call control. Agents designed the service in Architect. Recognition comes from Camlin Speech or your choice of cloud engine, with 16 entity types for structured capture.

Multiple speech engines

Camlin Speech or cloud engines per journey

16 entity types

Dates, accounts, names, addresses

8 recognition modes

Per-journey configuration

Open SIP

Twilio, carrier trunks, direct SIP

See Camlin Contact

Where the voice runtime sits

Inside Contact, not separate from it

1. Contact owns the service flow

Calls enter Camlin Contact, which owns queues, routing, supervisors and live operations.

2. The voice runtime handles the phone side

The Contact voice runtime handles IVR, prompts, retries, transfers, call control and queue transitions.

3. Platform services stay connected

Speech, Avatar, Insight and VoiceID step in when the journey needs recognition, a screen, diagnostics or stronger trust.

“How does Camlin Contact handle a phone call, from the SIP trunk to the recorded outcome?”

CALL LIFECYCLE

What happens when a call arrives

Follow a call from SIP arrival through IVR, speech capture, the screen and the recorded outcome. Each step hands to a different part of the platform.

Call arrives via SIP

The call enters Contact on open SIP (Twilio or carrier trunks), hits the queue and is routed by the Blueprint authored in Architect.

Contact owns queues, routing and supervisors. The voice runtime takes the phone side from here: IVR, prompts and live call control.

AU-tuned recognition, per-tenant custom lexicons, sovereign hosting

The runtime listens and speaks through Camlin Speech, our first-party Australian-English STT and TTS engine. It recognises Centrelink CRN, rego renewal, NBN FTTP, BPay reference and AU place names out of the box; teach it your own product, suburb and street lists for the rest. Hosted in Sydney or on-prem, with no per-minute STT bill.

Camlin Speech →Hear the difference

DESIGNED IN ARCHITECT

Every call runs a service designed by agents

The prompts, capture rules, decision branches and handoff points the runtime plays were authored by agents in Architect. Update the Blueprint and the runtime picks up the change. No IVR rebuild.

Prompts and speech

Agents draft what the caller hears, how input is captured and what happens on each response.

Decision branches

Routing, retries, escalation and handoff rules live in the Interaction, not hard-coded into the runtime.

Updates without rebuild

When the Blueprint changes, the runtime runs the new version. No IVR rebuild, no separate deployment.

See how Architect designs the service

PLATFORM SYSTEM

Explore the platform

Architect designs it, Speech hears it, Avatar shows it, Contact runs it, Insight proves it. Each one works better with the others around.

See Camlin Connect See how it works

Product

Camlin Architect

Describe the service, inspect the Blueprint, trace it live, publish.

Product

Camlin Avatar

A live avatar on the call, on your website and in meetings.

Product

Camlin Speech

Recognition, Camlin Voice TTS, prompts and visemes, hosted in Sydney.

Product

Camlin Insight

Traces, diagnostics, change history and audit evidence, in one place.

Product

Camlin VoiceID

Consent-first voice enrolment and verification inside the call.

HEAR IT LIVE

Hear a live call through Contact

Walk through a live call inside Contact: IVR, speech capture, the avatar on screen and the recorded outcome.

See Camlin Contact