Genesys Cloud CX and Deepgram Voice Agent

The Deepgram Voice Agent API integrates with Genesys Cloud CX through the Genesys Audio Connector, establishing a bidirectional WebSocket connection for real-time voice input and output.

The Voice Agent API bundles speech-to-text, LLM reasoning, and text-to-speech into a single pipeline, delivering approximately 425 ms round-trip latency.

1. A caller enters your Genesys call flow
2. Genesys connects to your Voice Agent through a WebSocket
3. Audio streams to Deepgram (STT, LLM, TTS)
4. The agent responds with synthesized voice
5. The caller can interrupt naturally with barge-in support

You will need:

• A Deepgram API key with Voice Agent enabled
• A Genesys Cloud CX account with Audio Connector access
• A public server endpoint connected to Deepgram

1. Go to Admin > Integrations
2. Add Audio Connector
3. Name the integration (for example, Deepgram Voice Agent)
4. Set Connection URI to wss://integrations.deepgram.com/genesys/ac
5. Add your Deepgram API key under Credentials
6. Activate the integration

1. Open Architect in Genesys Cloud
2. Open or create an Inbound Call Flow
3. Add a Call Audio Connector action
4. Select the integration you created in Step 1

This action hands the call to the Deepgram Voice Agent.

In the Audio Connector's Session Variables, add a variable:

• Name: config
• Value: a JSON string containing your agent configuration

"audio": {
  "input": {
    "encoding": "mulaw",
    "sample_rate": 8000
  },
  "output": {
    "encoding": "mulaw",
    "sample_rate": 8000,
    "container": "none"
  }
}

{
  "name": "end_conversation",
  "description": "Call this function when the user says goodbye or the conversation ends.",
  "parameters": {
    "type": "object",
    "properties": {
      "needs_escalation": {
        "type": "boolean",
        "description": "Set to true if the user requests a human or manager."
      }
    }
  }
}

If you use a self-hosted setup, deploy a middleware server to connect Genesys with the Deepgram Voice Agent. Contact your Deepgram account executive for access and setup instructions.

You can adjust your agent's behavior using these configuration fields:

• Deepgram Voice Agent documentation
• Genesys and Deepgram STT integration