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Telephony integration options for WyserASSIST

What is telephony integration?

Telephony integration connects your organisation's telephone system to WyserASSIST, helping you turn recorded client conversations into transcripts and summaries with less manual work.

If your team provides advice over the phone, you may already use a telephone system that records calls. With a suitable integration, recordings can be transferred to ASSIST for processing, reducing the need for staff to download and upload files manually.

The exact process depends on your telephone system and how the connection is configured.

How does telephony integration work?

Telephony integration connects your call recording process with ASSIST, so you can turn conversations into written records.

1. You speak to a client as normal

You make or receive a call using your organisation's existing telephone system. Your team continues to use its usual phones, headsets or calling applications.

2. Your telephone system records the call

Where call recording is enabled, your telephone system captures the conversation. Your organisation must have the appropriate recording settings and permissions in place.

3. The recording is transferred to ASSIST

A supported integration or connected application transfers the audio recording to ASSIST for processing. Depending on the setup, this can happen automatically without staff needing to upload the file manually.

4. ASSIST creates a transcript and summary

ASSIST converts the audio into a written transcript and generates a summary using the summary styles configured for your organisation.

5. You access the results

You can access the transcript and summary through the relevant ASSIST interface. Where the integration supports it, these results can also be transferred to another system, such as your case management system.

The exact workflow depends on the connection available to your organisation.

What are the benefits?

Telephony integration can help your organisation:

  • Reduce manual admin: Spend less time downloading recordings and uploading files to ASSIST.
  • Create consistent records: Generate transcripts and summaries from recorded conversations using your configured summary styles.
  • Connect your existing systems: Link call recordings with your wider case recording process where a suitable integration is available.

This can reduce administrative work and give your team more time to support clients.

Which telephone systems can connect to ASSIST?

Wyser has connected ASSIST with a range of telephone systems and providers for other clients. Examples include:

  • 8x8
  • Clobba
  • Curo
  • Dubber
  • GoldTelcom
  • RingCentral
  • Splicecom
  • Telavox
  • Wildix
  • 3CX

This list is not exhaustive. We work with you to understand your telephone system, existing workflows and what you want to achieve.

If your provider is not listed, you can still discuss your requirements with us. Where needed, we can explore and develop an API connection to link ASSIST with your existing systems.

What is an API integration?

An API allows two software systems to communicate with each other.

For example, an API connection could allow your telephone system to send call recordings to ASSIST for processing. Depending on the connection, it could also allow transcripts and summaries to be returned to another application.

You do not need to understand the technical details to discuss an integration with Wyser. We can work with you to understand your requirements and explore an approach that suits your systems.

What if I use a different telephone system?

You do not necessarily need to change your telephone system to use ASSIST.

We will work with you to understand your existing setup, how your team records calls and what you want to happen to the recordings and resulting summaries.

Some setups may require changes to recording settings, additional licences or support from your telephone provider. Your provider may also charge for certain features or connections.

If your telephone system is not listed above, contact us to discuss the available options.

What does telephony integration cost?

Telephony integrations incur an additional charge. The cost depends on your requirements and the integration needed for your organisation.

We will discuss any applicable charges with you before any work begins.

Can I use ASSIST without telephony integration?

Yes. You can still use ASSIST without connecting your telephone system.

You can capture a conversation using a supported recording method and upload the audio file to ASSIST manually. ASSIST can then process the recording to produce a transcript and summary.

This may suit organisations that prefer a manual process or want to explore integration at a later stage.

For guidance on recording and uploading audio, see the relevant recording guides in the Knowledge Base.

How does ASSIST protect call recordings and transcripts?

ASSIST uses security measures to protect information during transfer and storage. These include:

  • Encrypted data transfer: Connections use TLS 1.2 or higher.
  • Encrypted storage: Stored files use AES-256 encryption.
  • Controlled access: Role-based access controls help restrict access to authorised users.
  • Data retention: Audio recordings are retained for up to 48 business hours. Transcripts and summaries are retained for up to 30 business days under the standard retention policy.

Retention periods can be adjusted for individual organisations. Contact your Wyser Account Lead or email support@wyser.online to discuss your requirements.

Your organisation remains responsible for ensuring that its call recording practices and use of personal information meet its data protection obligations.

How do I arrange a telephony integration?

If you would like to connect your telephone system to ASSIST, contact your Wyser Account Lead or email support@wyser.online.

To help us understand your requirements, please tell us:

  • Which telephone provider and system you use.
  • How your team currently records calls.
  • Whether you want recordings transferred to ASSIST automatically.
  • Whether you want transcripts and summaries returned to another system, such as your case management system.

We can then discuss the available options, any technical requirements and the next steps for your organisation.