TTEC Launches AI Gateway to Bridge Legacy Contact Centers and Modern AI
TTEC announced AI Gateway, a software solution designed to connect modern AI capabilities with existing contact center infrastructure through a single integration point. The tool lets companies adopt AI without replacing the systems they've spent years building and customizing.
The core problem is straightforward: contact center leaders know AI can improve customer experience and cut costs, but overhauling mission-critical systems carries real risk. AI Gateway sits between legacy platforms and AI services, letting teams test and scale AI within their current environment.
How it works
AI Gateway acts as a universal connector. It supports multiple AI providers-Amazon, Google, and Microsoft today, with planned integrations for Anthropic, OpenAI, and Nvidia. On the contact center side, it connects to platforms including Avaya, Cisco, Five9, Genesys, and Twilio. It also integrates with CRM systems like Salesforce, ServiceNow, and Zendesk.
The flexibility matters. Teams can mix AI models, switch between them, and ingest data from multiple sources without being locked into a single vendor or approach.
Early results
TTEC has deployed AI Gateway across healthcare, banking, telecommunications, and public sector organizations. Early adopters report material increases in ROI, cost savings, and customer satisfaction tied directly to AI-enabled interactions.
Alfredo Rizzo, TTEC's Chief Technology Officer, said the approach cuts typical overhead. "By using a proven foundation instead of building from scratch, we can launch these solutions faster and for a lower initial investment," Rizzo said.
Why this matters for support teams
For customer support professionals, this means AI tools can integrate into existing workflows without requiring a complete platform migration. Teams can pilot AI capabilities in specific areas-handling routine inquiries, routing complex cases, analyzing sentiment-while keeping proven systems running.
The real work, TTEC argues, happens after launch. The company provides continuous optimization and oversight to keep these systems performing over time, not just at go-live.
Learn more about AI for Customer Support and AI Agents & Automation to understand how these tools fit into broader customer service strategy.
Your membership also unlocks:
